Business ProfileforThe Spa

My mom gave me a large gift certificate to The Spa for Christmas 2021 to use while attending school at UCF. The first time I made an appointment, I was encouraged to convert the certificate into a membership as it would provide me additional perks. Before agreeing, I confirmed that with the membership I would be allowed to use the rollover membership credits for guests as well and they said yes. I have gone to The Spa several times since then, but still have many rollover credits to use. Last week I made appointments for a friend and me to get massages. While making the appointment, I confirmed that my friend would be able to use the membership credits and they said yes. On Saturday, May 27th, my friend and I checked in for our massages and I again mentioned that we would both be using my membership credits. Upon checking out, I was told we owed $123.00 as guests cannot use the membership credits. I explained that on 3 separate occasions I confirmed guests could use it and was told yes. They informed me that they used to have a front desk person who was giving out wrong information. Further, they had been communicating with their manager who said my guest would need to pay. They apologized for the bad information but said they need to do the “right” thing, which for them was to charge my guest. At no point in time did anyone mention they were discussing the policy with the manager, nor indicate that there might be a problem with using the membership for my guest. Even upon checking in they did not indicate any issues. I am a college student and did not have $123 to throw away. I paid it anyway. Unfortunately for their employees, they did not get a tip for their excellent services as I could not pay any additional money. I would like to be refunded the $123. In addition, I want The Spa to either allow me to use the membership for guests as I was told I could on 3 separate occasions, OR convert the remainder of the membership back to a gift certificate.