My boyfriend bought the Complete Day of Pampering for me on my birthday. I went in and had an amazing experience, the only thing I could not use was the mani/pedi because I had just had those done a few days before. So when I asked if I could have a gift card so I could come back another time and use, the receptionist and manager said to me, "you can use this as your tip instead of keeping it for yourself." I was blown away. A full day at the spa ruined in about 10 seconds with the worry of someone not getting a tip. I have repeatedly swayed my friends from stepping foot in this place and will continue to. That was the most unprofessional and ungraceful behavior I have ever encountered.
This person posted the same review in January 2009 (seen below). With different, but similar identifiers we now recognize her as receiving these services in August 2006.
Her boyfriend/husband scheduled 7.5 hours of treatment as a surprise for her birthday. We advised him, as we routinely do, of our cancellation policy - a cancellation/ reschedule of services within 24 hours of the appointment that cannot be re-filled is subject to a loss of ½ to full value. We encourage the purchaser/scheduler of a surprise appointment to consider a gift certificate that can be used by the client to schedule services when the time is convenient for them.
We were not aware that the client did not want the mani/pedi until the time of those services. She was offered an alternative service but declined. We had no time to re-fill the appointment. The husband/boyfriend understood our cancellation/reschedule policy, but the client receiving the gift did not. We tried to explain to her that the remaining value of the gift certificate would be used to pay the staff member for the scheduled, but unused services. In an attempt to calm the situation the spa offered to cover gratuity.
We are truly sorry that this 10 second miscommunication tarnished a complete day of bliss.
We appreciate comments from our clients, both positive and negative. We improve through feedback. Currently we review all the services scheduled as a surprise for a client at their arrival, so that if there are any unwanted services, we can attempt to re-fill the appointment time and save value for the client.