I got a Signature 90-min Massage and 60-min European Facial yesterday. Place looks nice. I didn't wait long to get in. My massage was advertised as a 30-minute reflexology followed by 60 minutes on the table for full body. What I got was a nice foot rub. Not reflexology. It was the kind of foot rub you get at a nail salon for a lot less. Then I got on the table and there were some good parts but not very many professional techniques. She also left the room several times to get warm wet tools to wipe off the oil. Maybe at the end this would have been okay but she just kept leaving and everytime the light from the hallway and noise of the door and everything would flood the room. She stayed gone for minutes at a time, too. I specifically asked for work on my shoulder blades and hips on the new client form they had me fill out and she skipped my hips. My facial was also a let down. The facial itself was average but the girl who performed it also left the room for a long time without any explanation and I could hear her fumbling around behind me as she got things ready. Other facials I've gotten were set up before I was brought in the room. I very rarely don't tip but this time I really felt it wasn't deserved.
I will start by saying that all our therapists and estheticians work hard to exceed each client's expectations. Needless to say, your review comes as a big surprise. We are truly dismayed that you did not absolutely love your sessions with us. What is most puzzling is that you seemed perfectly content when you left our establishment.
Our employees do appreciate tips, but when a client fails to leave a tip we assume that they are not familiar with the practice or are just short on cash. However, our exceptional staff provides the same level of client care regardless of gratuity. I really wish you had verbalized or indicated any of issues you had with our service during your 2.5 hours with us, or at check out. I am sorry that you did not feel free to do so; issues like massage pressure, eliminating the warm towel oil clean-up, or time under the facial masque could have easily been resolved during your sessions, according to your specific needs.
I am noting your account regarding your feedback. We will ensure that we we meet your specific requirements next time you come in. We seek to continually improve our business, based on client feedback such as yours. Client satisfaction is the cornerstone of our business.
We thank you for taking the time to review us, and hope that you will come back and give us the opportunity to make you a satisfied client.
We wish you good health
Zenspa - Carmel Mountain