Harp Dragon Pug Llc - Norwich

This review is for the front desk receptionist, Tessa, and executive director of The Spa at Norwich Inn, Tim. This is also for poor follow up communication by HR and other individuals who stated they would contact our group. Our group of 4 arrived at 1pm on a Saturday and checked in at the front desk with Tessa (as you can use the facilities prior to room check in). She was initially helpful, and said she would call us to let us know our room was ready at 4. We did not get a call, so at 4:30 we returned to check on the status of our room. We waited another 20 mins to get our room info for the villa package we booked. V helped us with our bags (he was great). We arrived at the villa room 221, and the room overwhelmingly smelled of marijuana as soon as you opened the door. We called the front desk to let them know, and whoever we spoke to on the phone in that moment said they were fully booked and could not move us. They sent maintenance with an air purifier, but said it would take 45m 1hr to even start to have an effect. We then went back to the front desk on our way to the spa (V was also very kind to advocate for us as he had helped us bring our bags in, and then alerted the staff to how heavy the smell was). No one in our group was angry, raising their voice, or disrespectful. Despite being told that they were fully booked, another front desk receptionist was able to put us in a room at the Inn instead of in a Villa, and (at our request) provided us with a mini fridge for the room and two rounds of drinks at dinner. We were happy with the resolution. The front desk associate then asked Tessa to get us the keycards. While standing and waiting for our new room card, Tessa said “So come on, you 're telling me you guys have never smoked weed? Not even one time? You all look pretty young . No one responded at first because it was so out of the blue, and when one of us stated I don 't see how that 's relevant to the situation at all , Tessa then responded She just doesn 't wanna say it, but that 's a yes instead of stopping or apologizing. It was unbelievably unprofessional. The insinuation seemed to be that we should be fine with the Villa and deal with the smell because of some expectation that we had smoked before, and that we were making an issue out of nothing. The next day at check out we brought the situation up to discuss it with the executive director Tim (at Tessa 's direction, as she dismissed one of our group members when it was brought up at check out again, not in an aggressive way, just to let her know that it was uncomfortable. She told us we could speak to the director instead of her). He did not alleviate our concerns nor take steps to rectify the situation in the moment he seemed surprised that there was any issue. He then offered a free spa treatment for our next visit, but the offer was not compelling enough for us to come back after how it was handled. Our hope would be that the quality of service at the Spa and Inn would match the price you pay to enjoy a luxury weekend . We, as new guests, were put off by the remark and nonchalant attitude when we explained that it was uncomfortable and unprofessional. A member of our group has since called and left several voice messages with the general manager who has not returned any calls. She also spoke to HR, who ensured her that the GM and president would be alerted and that HR would call back with some sort of resolution. No one has called and it has been a week since our stay. Outside of our experience with all of that, the restaurant staff were wonderful and dinner was excellent. Maria Sam (our lunch dinner/breakfast waitresses) were awesome and very friendly. The room we ended up in was smaller but comfortable and met our needs. Overall we will not be returning for another stay and are disappointed with the quality and customer service.

First let me preface this review by stating that the Norwich Inn and Spa had been my home away from home since 1994. I would visit 2 to 3 times annually, staying 2-3 nights each time. I loved their adage come in pieces leave whole . It was true for the most part for all of these years. The only complaint I had in the past was the food: the dinners were very sub par and sometimes I would not feel so well after eating them. The spa was fabulous, the people, the grounds, etc. I felt as though I could work there as I knew it so well in time. Well, things have changed drastically . In May, I booked several nights. The inn appears more tired now and things seem more haphazard. Staff has changed, except for some wonderful long term people, such as Andrew, the valet. Most of the therapists are new, there are some old timers hanging on. I had a treatment (very nice), relaxed and then went to dinner. FYI, it was a weekday and I was just one of a few people at the entire place/spa. Dinner was striped bass and following dinner for the rest of the following day , I was very ill. I let the restaurant know and they told me that someone from food safety would contact me. They never did. This really messed up almost my entire next day. I had to cancel treatments, etc. Later on, I went for a treatment (very nice again), went to take a shower and was appalled at the conditions of the showers. Mold was growing all over the walls. I checked other showers and this was also the case. I let the spa people know and the spa manager did come to take a look. This is totally unacceptable and very unhealthy. Let me also state that the rooms are very dated, television does not work well (if you like that sort of thing). Another item that slightly bothered me was that I was on a plan which gave you a breakfast and dinner. When I ordered breakfast and asked to switch from potatoes to fruit, they told me there was a 1.50 upcharge. This seemed quite ridiculous, considering the amount of I was spending over these days, as usual. Very petty, in my opinion.. So small, yet it reflects the new mentality of the inn/spa. The new people who work at the spa desk are pretty unfriendly, I find that strange. The front desk people are meh. One does not get that old welcoming feeling as in the past. The people at the boutique do not seem to want to be bothered , except for Amy, who is terrific. To be fair, the therapists are very good and the wait staff really works hard. I contacted management after this visit and heard from the hotel manager. He was sympathetic, however, there really was no solution offered. I found that strange after spending around 100, 000.00 there over all these years. I then contacted the general manager, he finally gave me his phone and I called him, he returned my call, I called him back and then no word. Sadly , I will not be returning again to my home away from home .

My friends and I came for a night getaway and each of had a facial the morning we arrived. Wendy was my Esthetician and I would not recommend her to my worst enemy. I have never paid as much for a facial and received such little. She rubbed lotion on my arms, did one stroke on the hands, and put hot stones on the blanket for me to pick up. I did not receive a head massage and the pressure from her neck massage could have been done better from a toddler with zero hand strength. Once she was done which, I paid for a 50 min facial and received a 37 min one she took me into the women 's lounge and left me there. I would never have know this weren 't normal at this place until my two friends showed up much later, with their esthetician who was actually showing them where to pick a robe, etc, along with a sheet about the what was actually done during their facial. Each of them had hot stones all over their arms, head massages.... I was appalled THIS is what I paid for?! It was hands down the worst facial I have EVER received. But it doesn 't matter because tip is included in the service so no matter how good or bad your person is, she will still receive a sizeable tip. And this is the problem with the Norwich Spa and Inn. Nobody cares. The front desk at the Inn seems put out by answering any questions you have. They look unhappy and it shows through with their poor customer service. The women who take your robes downstairs have no idea what the policies are for returning robes if you 're staying as a guest. Everything is overpriced and tip is included in every service food, juice bar, etc. So no one works hard or cares. No one is friendly, no one makes you feel like you 're special to be staying there. Who cares? They 're going to get an inflated tip no matter what. I am literally paying to be spoiled and pampered and not once did you get an inkling that anyone cared or wanted you back. The rooms were old, outdated, and dark....this is a SPA, right? Do not go here, there are WAY nicer places for the money.

The spa has reduced its services, hours and quality. After waiting months for an opening we were finally were able to go and it just wasn't the same. It used to be a day of pampering with extras like tea and scones, an exercise class, and wine tasting but those aren't offered anymore. We ate at Ascots, drinks were fine but the food choices were limited we each bought a meal but ordered appetizers to share but the portions were small and not commensurate with the price charged. Most of the staff were nice but some were not. We asked about some of the specials they used to have and the women in the boutique were kinda rude and said they don't do the day spa packages anymore. Overall a nice time but, not the experience it used to be. We will be finding other places to go in future.

Today was my first time at a spa and I must say, I couldn't be happier with my experience. I treated myself to a 50-minute relief massage and it was absolutely incredible! Wendy, the massage therapist, was fantastic. The entire experience, from the delicious lunch to enjoying the pool and sauna, was just great.