Let me say that we visited Rest before and enjoyed our first experience enough that we made an appointment to cap off our anniversary weekend.
The front desk person was rude, threatening to cancel our appointment when we arrived 20 minutes early. She said as new customers (which we were not), we were supposed to show up 30 before for a tour. We even showed email confirmations from our previous visit and told her where the oxygen bar was, but she still refused any admission she was wrong. When asked to speak to a manager, they said none would be available.
We were then "sat down" for the next 15 minutes before a second employee (who was far nicer) came and found our information on the computer—no apologies from the first woman. We were then rushed to our rooms with barely minutes to spare without time to select our music from the menu.
The water was cold because they didn't have time to prepare our pod, and our rooms were not clean. We left our pods early and just sat in the exit lounge. Again, no apologies, no admission of wrong. The first woman even increased our bill since we weren't first-time customers.
The WORST part? I contacted management six times over three weeks, with only one response after I forwarded my message to the general manager. The manager asked to speak but would not respond to 3 follow-up messages over the next two weeks.
Everyone has bad apples in otherwise good companies, but this was a terrible experience throughout. We gave them several opportunities to make this right, but we will now be reporting them to the BBB.