Complaints

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.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My boyfriend and I took an impromptu visit to Sundara for a much needed couples massage. We have many friends who have raved about their experience, which factored into our decision in choosing Sundara. The check-in process was quick and pleasant, it quickly went downhill from there. My locker was not equipped with a robe and sandals as promised, which I understand, first world problems, though for the cost of services, not a great start. The cleansing shower, steam room, hot tub and relaxation room were all pleasant. The massage experience was easily the worst massage experience I have encountered. There was very little communication, they offered prime massage oils for an added cost but didnt discuss the cost. He asked my masseuse to concentrate on his lower back, but he started with my feet and spent little time on the areas needing relief. My masseuse was completed with my massage approximately 3 minutes before my boyfriend massage was complete (which put my actual massage time at 37 minutes for a 50 minute massage). While I was on the table waiting for his massage to be completed, my masseuse started running water, cleaning up and folding towels (not very relaxing for us). Sundara claims to be a top ten massage experience worldwide, sadly that experience was not delivered on this day. When our concerns were brought to the attention of the *** he steered us to the Sundara website regarding massage times and what they include. I am not trying to sway future guests, just stating my experience and maybe lowering the bar on your expectations for a world class experience. The money spent was not worth the experience received. We were in the lobby by **** when our time even stayed ****. They advertised 50 minutes massages and delivery 30 minutes and still charge full priced. Very disappointing!

  Business Response

  Date: 03/31/2023

  Hello Crystal,

   

  My name is ********************* and I am the Sundara inn and Spa General Manager. I had the opportunity to read the survey that you returned back to **.

  I am very sorry that you did not enjoy your massage that you received here at Sundara. This is very rare as I receive scores of compliments from our guests on a weekly basis about their massage experiences.

  However we strive to exceed the expectations for every single guest that visits Sundara. Please accept my sincere apology.

   

  I would like to have you and ******* to return as my guest to each receive a complimentary 50 minute Sundara Signature massage. I am certain that you will have a much better experience on your next visit.

  Please contact me directly to make the arrangements. I thank you for reaching out to us and I look forward to your next visit.

   

  Kind Regards,