Opal Spa - Resort at Longboat Key Club

I had a truly disappointing experience at this spa, mainly due to the awful customer service provided by Sally. I had specifically reserved a treatment for my mom and me in the same room, something I repeatedly confirmed over the phone. Upon arrival, I was informed that they couldn’t provide what I had reserved. This was incredibly frustrating, as their website advertises couple treatments, but then they tried to charge extra for us being in the same room—despite it being part of my original reservation and the price I was quoted. There was no mention of additional costs when I booked. To make matters worse, one of the treatments I had selected was canceled at the last minute because they realized they couldn’t do it. This was only communicated to me after we had already changed into robes and were placed in the room together. To add to the stress, the two therapists began arguing in front of my mom and me. One insisted the treatment could be done, while the other said it couldn’t, blaming the receptionist for booking it incorrectly. This made the experience extremely awkward and stressful right from the start. While the therapists eventually performed their services well, the rest of the experience was a disaster. When the treatments were over, the receptionist, had already left for the day, and the spa had closed. I wasn’t able to review my charges or get an explanation of the final cost, as everything was charged directly to my room. When I checked out of the hotel, I saw a charge that did not reflect what I had originally reserved over the phone. Additionally, it included an “upgrade” that they claimed I requested, simply to stay in the same room with my mom—something I had explicitly booked from the beginning. When I approached Sally about this, her attitude was incredibly rude and unhelpful. She sarcastically asked why I didn’t complain the day before. I explained that I had tried but couldn’t because the spa was already closed. Her response? “We close at 4. How was I supposed to know that?” Am I supposed to be a mind reader? I drove all the way from Gainesville to surprise my mom with this spa experience. We even stayed at this hotel specifically because the spa doesn’t allow non-guests to use it, even if you’re staying at another Opal Collection property. To make matters worse, Sally refused to provide me with a breakdown of the charges for the treatments we received, saying I would have to contact the accounting department for that. Her attitude was dismissive, unprofessional, and completely unhelpful. She lacked any sense of resolution or accountability, leaving me with a sour taste after what was supposed to be a special moment with my mom. I wouldn’t recommend this spa to anyone. The lack of transparency, poor communication, and rude customer service completely ruined what should have been a relaxing experience.