I am trying to figure out why I seldom have an outstanding experience at a FS unlike virtually everyone else on this forum -- and I mean that out of respect, this group is a very discerning lot!

Take yesterday, for example. My sister had arranged a small birthday lunch for my aging mom, to be held at the modest poolside cafe at the FS Spa in Westlake Village, CA. My sister was told that booking was never required. The ladies got massages, but I came in just for the lunch.

Spa receptionist: "Are you a hotel guest or spa customer?"

Me (flowers in hand): "No, I'm here to participate in a lunch at the cafe for my mom who turns 95 today."

Receptionist: "I'm sorry, we have a policy that only hotel guests and spa customers can enter."

Yes, I eventually got in by insisting she check with her management. But so much for finding an "empowered employee" who understood the spirit as well as the legality of the rules!

I think my overall problem is that even if employees at FS are empowered, they don't use that empowerment. That's because, all too often, their concern comes only from their training, not personal motivation. There are numerous exceptions, I'm sure, but unfortunately, one bad experience outweighs several good ones, and I have had multiple bad experiences at FS.

Maybe for me, the management change has the potential to be positive. But I fear that the real source of the problem is FS expanded too much and there just aren't enough good people to go around.