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jbd0912
Burn Injury During Treatment
Cedar Creek Spa & Salon的点评
点评：I’m extremely disappointed with both my experience at Big Cedar and how a serious issue was handled afterward.
During a spa service, I sustained burns on my back due to what appeared to be improper use of hot stones. Days later, I still have visible marks, and the injury significantly impacted my stay. I do want to note that the spa manager and responding security team handled the situation attentively in the moment and was compassionate at the time of the incident. They deserve praise - they were absolutely wonderful.
However, because of the overall impact on our stay, I followed up with Guest Services—and that is where the experience completely broke down. Notably, I had no intention on leaving and a review and instead hoped to resolve with Guest Services. However, their lack of care, concern ,or substantive response left me with no other choice. It has now been several days since I reported this, and the only responses I’ve received (after several follow ups) have been that someone from security would follow up and a generic comment about hoping I return for a better experience. No one reached out in the following days to check on my condition, which is surprising and unacceptable for a guest injury—especially at a property that markets itself as a luxury retreat.
I had to follow up multiple times just to receive a response, and even then, it did not meaningfully address what happened or show any real concern. The lack of accountability, urgency, or basic care from Guest Services was frankly unacceptable.
Big Cedar clearly positions itself as a luxury, guest‑focused destination, but both the experience itself and the handling of this issue fall well below that standard.
I would strongly encourage anyone considering spa services here to ask detailed questions about safety practices beforehand.
During a spa service, I sustained burns on my back due to what appeared to be improper use of hot stones. Days later, I still have visible marks, and the injury significantly impacted my stay. I do want to note that the spa manager and responding security team handled the situation attentively in the moment and was compassionate at the time of the incident. They deserve praise - they were absolutely wonderful.
However, because of the overall impact on our stay, I followed up with Guest Services—and that is where the experience completely broke down. Notably, I had no intention on leaving and a review and instead hoped to resolve with Guest Services. However, their lack of care, concern ,or substantive response left me with no other choice. It has now been several days since I reported this, and the only responses I’ve received (after several follow ups) have been that someone from security would follow up and a generic comment about hoping I return for a better experience. No one reached out in the following days to check on my condition, which is surprising and unacceptable for a guest injury—especially at a property that markets itself as a luxury retreat.
I had to follow up multiple times just to receive a response, and even then, it did not meaningfully address what happened or show any real concern. The lack of accountability, urgency, or basic care from Guest Services was frankly unacceptable.
Big Cedar clearly positions itself as a luxury, guest‑focused destination, but both the experience itself and the handling of this issue fall well below that standard.
I would strongly encourage anyone considering spa services here to ask detailed questions about safety practices beforehand.
翻译：我对在Big Cedar的体验以及事后处理严重问题的方式都极其失望。
在做水疗时，由于热石使用不当，我的背部被烫伤。几天过去了，伤痕依然清晰可见，严重影响了我的入住体验。我必须指出，水疗中心经理和到场的安保人员当时处理得非常认真负责，并且展现出了同情心。他们值得表扬——他们真的非常棒。
然而，由于这次事件对我们整个入住体验的影响，我联系了宾客服务部——结果却彻底搞砸了。需要说明的是，我原本并没有打算离开并写评论，而是希望通过宾客服务部解决问题。然而，他们缺乏关心、漠不关心，也没有做出任何实质性的回应，这让我别无选择。自从我报告此事以来已经过去了几天，我收到的唯一回复（在多次跟进之后）是安保人员会跟进，以及一句希望我下次能有更好体验的客套话。接下来的几天里，没有人联系我询问我的情况，这对于一位客人受伤来说，尤其是在一家自诩为豪华度假胜地的酒店，实在令人惊讶且无法接受。
我不得不多次跟进才得到回复，即便如此，回复也并未对事件做出实质性解释，也没有表现出任何真正的关心。坦白说，宾客服务部门缺乏责任感、紧迫感和基本的关怀，实在令人无法接受。
大雪松酒店显然将自己定位为以宾客为中心的豪华度假胜地，但无论是酒店体验本身还是对此事的处理方式，都远低于这一标准。
我强烈建议任何考虑在此享受水疗服务的人，务必事先详细询问酒店的安全措施。
在做水疗时，由于热石使用不当，我的背部被烫伤。几天过去了，伤痕依然清晰可见，严重影响了我的入住体验。我必须指出，水疗中心经理和到场的安保人员当时处理得非常认真负责，并且展现出了同情心。他们值得表扬——他们真的非常棒。
然而，由于这次事件对我们整个入住体验的影响，我联系了宾客服务部——结果却彻底搞砸了。需要说明的是，我原本并没有打算离开并写评论，而是希望通过宾客服务部解决问题。然而，他们缺乏关心、漠不关心，也没有做出任何实质性的回应，这让我别无选择。自从我报告此事以来已经过去了几天，我收到的唯一回复（在多次跟进之后）是安保人员会跟进，以及一句希望我下次能有更好体验的客套话。接下来的几天里，没有人联系我询问我的情况，这对于一位客人受伤来说，尤其是在一家自诩为豪华度假胜地的酒店，实在令人惊讶且无法接受。
我不得不多次跟进才得到回复，即便如此，回复也并未对事件做出实质性解释，也没有表现出任何真正的关心。坦白说，宾客服务部门缺乏责任感、紧迫感和基本的关怀，实在令人无法接受。
大雪松酒店显然将自己定位为以宾客为中心的豪华度假胜地，但无论是酒店体验本身还是对此事的处理方式，都远低于这一标准。
我强烈建议任何考虑在此享受水疗服务的人，务必事先详细询问酒店的安全措施。
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