My girlfriend had made plans in February for us to get a couples massage with mine being a stone massage. The spa made a mistake and gave both of us just a regular "relaxation" massage instead of one stone and one relaxation. This being our first time to a spa we were unaware of how thing worked, but being a professional business that La Look is, we had no worries. Afterwards we asked why the stone massage wasn't given and all we got was an attitude with a stuck up woman about why we didn't say something. La Look was VERY unprofessional handling their mistake and caused quite the opposite of a relaxing experience. I would NEVER recommend this spa just because of their poor service and lack of professionalism.
This review provides a great lesson for all spa-goers... We always encourage our clients to express their needs to their technician/therapist before, or during the time of service to ensure the best spa experience possible. This is why clients fill out a massage questionnaire upon their arrival which states for them to speak freely about their desires.
Besides the fact that this young couple had our most senior licensed massage therapists, (with over 40 years experience between them), sometimes clients cannot be satisfied. After the services were over, the client let the front desk know that he and his girl friend both enjoyed the massages, but he thought he was getting a Hot Stone Massage, their services were discounted. The client then said that this was not an acceptable resolution, we in turn refunded a portion of their gift card, which is a deviation from our normal policy.