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Business Profile

Health Resorts

Claremont Club & Spa - A Fairmont Hotel Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Resorts.

Complaints

This profile includes complaints for Claremont Club & Spa - A Fairmont Hotel Spa's headquarters and its corporate-owned locations. To view all corporate locations, see

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Claremont Club & Spa - A Fairmont Hotel Spa has 3 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a single mom of 2 kids. My kids collected enough money for me to get me a Massage for Mother's Day this year at the Clairemont Hotel (they have always known that was my dream hotel and They wanted to do something really special and over the top for me since I have had a lot of stressors in my life).The gift card is for a "Therapeutic Relaxation Massage". The receipt says $204 dollars. While this seemed extravagant to me; I did not want to disappoint my kids. So, I went to book my massage. Literally, a month after I received the gift card, the prices had jumped. I was told I could not have the same massage service without having to add more money!!I spoke to the *** manager and explained that I cannot really afford any more for money for "frivolous" things. At this point the spa manager (****** *****) stated that if I did not want the massage, I could use the gift card for the restaurant. I was completely shocked. I can barely afford groceries, and she wants me to eat a $200 steak!! Where's the humanity?? Not everyone can afford to eat a $200 steak meal!!So, now I am stuck with a gift card to Clairemont Hotel that I can't afford to use. It has become more of a stressor that the relief it was meant to be.I realize $200 is nothing for a hotel as fancy as Claremont; but it is a big deal for **** am asking for a cash refund so that I can put food on the table for my family. I am hoping Claremont Hotel has enough Pride and Dignity to be kind enough to give me a refund.

    • Initial Complaint

      Date:07/23/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a hotel room. There were two options on the 3rd part website. One option has resort fee included the other did not. You can see in pictures that this is the case. I booked room with resort fee included. The description of the room says includes access to health club and pool. In the description when it isnt included it doesnt say this. I called hotel before I booked to verify this. At hotel at check out they said that this wasnt included and charged me resort fee. I showed them pictures and asked them to refund fee which they refused. In pictures you can see when there is a resort fee added and when it is included. It clearly states resort fee. Further if I was to be charged a resort fee this should be disclosed in booking price which my room did not reflect because it was included. I am requesting the fee be refunded. I asked to speak to manager etc. who was rude. Moving forward they should correct on 3rd party website but they should stand by their prices listed now.

    • Initial Complaint

      Date:07/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a hotel room. There were two options on the 3rd part website. One option has resort fee included the other did not. You can see in pictures that this is the case. I booked room with resort fee included. The description of the room says includes access to health club and pool. In the description when it isnt included it doesnt say this. I called hotel before I booked to verify this. At hotel at check out they said that this wasnt included and charged me resort fee. I showed them pictures and asked them to refund fee which they refused. I am requesting the fee be refunded. I asked to speak to manager etc. thanks.

    • Initial Complaint

      Date:10/04/2022

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member of the Claremont Club since JUNE 30, 2016. When I signed up as a member, I agreed to pay monthly dues. I agreed that that the current monthly fee of $635 would be automatically deducted every month. If I used additional services like lessons, and spa treatments, I would sign a form to approve the additional expenses that would be charged to my account.My current monthly fee is $635.00 a month. That is what I expect to be deducted every month. After returning from a long Labor Day weekend, I was absolutely shocked and dismayed to open up my statement received by email on September 6th (with no additional notification) to see a giant bill of $18,517.29 which automatically got charged to my **************** account. I did not receive a phone call or any other form of notification other than receiving this outrageous bill. There was NO effort to contact me, explain what had happened on their end, or even offer to break the giant bill down into manageable chunks. Instead the full amount was charged to my **************** bill. I am now paying credit card fees against this large amount of money.Because of their accounting error, they expect me to pay back fees that go back years, to be paid all at once, and incur credit card fees. When I received and viewed the bill, I immediately sent an email on September 6th to contact me directly. I also left a phone message on September 8th to contact me directly. I therefore called my credit card company to block further charges and have filed a dispute for this egregious amount. To date, I have not received any communication from you regarding this matter.Effective September 1, I asked to terminate my membership. Even though I have called and written them times to cancel my membership, I have yet to speak to an actual person, and my credit card is still being charged monthly.

    Claremont Club & Spa - A Fairmont Hotel Spa is NOT a BBB Accredited Business.

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