jesse V.
Google
I recently visited your spa with my girlfriend and wanted to share my experience.
First, I want to acknowledge that the facility was well-maintained, and we were both extremely pleased with our massages. Gabby C. and Catherine D. did a fantastic job, and we would highly recommend them. However, our experience with the front desk staff left much to be desired.
Upon arrival, we were greeted by a young woman at the front desk who guided us through the paperwork and showed us to what she referred to as our waiting room, instructing us to return there after changing. Once we arrived in the waiting room, we noticed a bucket of rosé had been placed there. Since no one had mentioned it during our walkthrough, and there was no nameplate or indication of who it was for, we assumed it was part of the couple’s massage package we had paid for.
After waiting 10–15 minutes without any clarification, we each poured a glass. Shortly after, another guest entered the room, which made us question whether the bottle was actually for us. At that moment, the front desk employee passed by and abruptly exclaimed, “That wasn’t for you!” in an accusatory tone. She proceeded to inform us that the rosé was meant for another customer and that it was their last bottle, so she needed to get a manager. We immediately apologized and explained that, given the circumstances, we had genuinely thought it was part of our package.
After this awkward and uncomfortable interaction, we were led to our massages, which were excellent. However, the entire experience was tainted by the stress of the earlier misunderstanding.
Once our massages were over, we returned to the front desk to check out. The same employee who had confronted us made eye contact, muttered something to another staff member (presumably the manager), and quickly disappeared into a back room. Fortunately, the second front desk staff member was far more professional and understanding. They listened as we explained the situation and responded with a more hospitable attitude—until we were informed that we would be charged for the bottle of rosé.
While we understood the mix-up, we found it frustrating that we were being charged for a bottle we had barely touched—especially after we had been scolded for opening it and had immediately stopped drinking it. I asked if we could at least take the remainder of the bottle, only to be told that it had already been poured out. We were also informed that, under normal circumstances, a nameplate would have been printed to indicate who the bottle was for, but the printer had been broken that day.
Ultimately, we were charged $42 for a bottle that retails for about $15, which felt excessive given that this was a mutual miscommunication. What made it worse was that we had already paid for two $180 spa services, yet we weren’t even offered the remainder of the bottle before it was discarded. Additionally, because the original front desk employee avoided us, we never received the tour of the facility that was supposed to follow our massage, nor did we feel comfortable utilizing the rest of the spa’s amenities—despite this being included in our package.
Overall, while the massage therapists were wonderful, the way this situation was handled left a bad taste in our mouths. Better communication and a more professional approach from the front desk staff would have made a significant difference in our experience.
