March 9, 2010
Extremely Poor Customer Service
I booked a 50 min massage with Salon Roi for the Spa Deal Days special. I had a little trouble finding the place and I called the spa to let them know I was running late and to ask for help locating the spa. I arrived 10-15 mins (at the most) late, a common occurrence in the DC area, and was greeted by the receptionist and manager who immediately told me that they would not be able to give me the full 50 min massage because they had booked back to back massages the whole day. I didn't argue with them at the time because I still wanted the massage, but I found this reasoning to be completely unacceptable. I am an avid spa goer, and in my experience, it is not uncommon to wait for 5-10 mins in the waiting area of a salon before the masseuse comes to take you back. If Salon Roi was truly a 4 star salon, I would've expected that concept to be nothing new to them, and they would've known to include some buffer time in between appointments for these type of common occurrences. Especially since I was the first appointment of the day and they were not already running late. The thing that really got my blood boiling though, was the fact that after my massage was over, there was no one in the waiting room and I was still one of only two customers in the whole salon. Additionally, after I came back from visiting the ATM across the street, because they do not allow tips to be added to your credit card; I found that there was still no one else in the salon. In my opinion, even if Salon Roi is the most efficiently run salon on earth and therefore completely against making their patrons wait more than 1 min for their services, they could have offered me a better option than just cutting down the mins of my massage. They could have said we have back to back appointments, but we can work on you until the next appointment shows up, because they have to fill out some forms before the massage anyway. I would've been completely ok with that solution because it would've given the impression that they were open to compromise and looking out for both of our interests. I also wonder if I would've experienced this problem at all, if I had been paying full price for my massage? Needless to stay, I will never go there again.