amytamboly
Friends Getaway · October 20252/10
I would give 0 stars, if I could.
The massage itself was exceptional — a heartfelt thank you to Sheryl and April, who were both incredibly skilled and kind. They are true assets to Omni Barton Creek S...I would give 0 stars, if I could.
The massage itself was exceptional — a heartfelt thank you to Sheryl and April, who were both incredibly skilled and kind. They are true assets to Omni Barton Creek Spa. Unfortunately, the rest of our experience was deeply disappointing and distressing, overshadowed by unprofessional, disrespectful, and racially insensitive behavior from the front desk team, particularly Marisan.
Earlier in the day, my guest and I ordered two sandwiches at the pool. After waiting over an hour, repeatedly being told our food would arrive “shortly,” I had to personally follow up with the waiter to learn that the chef had never received our ticket. The waiter then laughed in my face when I politely asked for an update, refusing to take accountability or treat us respectfully. His dismissive and mocking attitude was completely unacceptable — especially during what was meant to be a $700 relaxing spa day. Although the sandwiches were eventually comped, we received no apology for the delay or the disrespect.
Despite that incident, we decided to move forward and enjoy our treatments — again, thanks to Sheryl and April, who were wonderful. However, when we went to check out, we were met with unwarranted hostility from Marisan at the front desk. She accused us of yelling, refused to let us explain our side of the situation, and spoke to us in an aggressive and condescending tone. Ironically, she raised her voice at us while claiming we were being “disruptive.” At no point did she ask how our experience had been, nor did she make any effort to de-escalate or show empathy - and then proceeded to admit she didn’t “actually no the full extent of events that had happened as she wasn’t there.” Worst of all, she said we would not ever be welcome at the spa again.
The entire interaction was humiliating and left me feeling unwelcome and racially targeted — an experience that no guest should ever have to endure, least of all in a luxury spa setting. I left feeling more stressed and upset than when I arrived, which completely defeats the purpose of visiting a spa.
I am shocked and appalled that Omni Barton Creek Spa allows such behavior to represent its brand. I have traveled extensively and have never been treated with such disrespect or disregard.
If you do visit, I urge you to request Sheryl or April exclusively — they were the only saving grace of an otherwise deeply distressing experience. I have since escalated this matter to senior management - a huge thank you to Paul Steadman for hearing me out and apologizing - and sincerely hope it is taken seriously, as no guest should leave a spa feeling as distressed, disrespected, and discriminated against as I did.Show More
