Kayleigh H.
Yelp
Love the amenities and services here generally but i gotta say, it's going to be hard to keep repeat clientele if you have aggressive, unaccountable staff that don't know how to navigate conversations and resort to name calling when mistakes or bad practice is called out.
Long story short of it. Booked a couples massage online and added one add on for my partner for his bday. Paid $450 in advance.
We showed up early to use the steam room amenity which took 15-20 min to work at all and smelled pretty unpleasant this go round. By the time any steam rolled in we were called out for our massage. Not the end of the world, just would have loved to have used the amenity we were excited to revisit but it seemed to have some issues from lights to steam operation.
Had great massages and during the massage, my partner's masseuse asked who the add on was for and whether he wanted hands or feet. I said, "feet for him please."
There must have been confusion because they did the add ons for both of us and I was half conscious when I felt plastic on my feet. I didn't want to ruin the peace by arguing it so just thought I'll pay for it. Plus, my massage therapist was so lovely, I don't blame her for what happened at all and really wanted to keep a nice atmosphere going.
Where it all went south for us was neither the faulty amenity nor the misunderstanding but rather when Jennifer asked how it was. I said "really lovely and relaxing --but I didn't have the opportunity to decline a service that I didn't buy or approve, it would be helpful to people being massaged that the masseuse asked for clarity for anything I haven't paid for or approved in advance"--something to this effect. It was a little awkward because again, I didn't want to create an unpleasant atmosphere but thought that shouldn't happen to people when they're already spending $450 before gratuity.
Jennifer shot back saying that she called me and left a voicemail today asking for clarification. That was pretty weird to me since charges pretty much always require authorization in all business practices and I didn't check my voicemail or ask for any add ons at any point.
I explained that I already confirmed my appt the day before and my one add on was verified and she said "really? Who did you speak to?" And proceeded to stare at me blankly. No apology, no effort to mitigate, no accountability, just blank vacant defensive staring.
At this point I turned to my partner and said "well that went over well." And she then asked "what was that?" So i reiterated my original points --charges need to be approved or authorized not sprung on someone half asleep in a massage.
Anyway, she then called me condescending for repeating the issue at hand and passed me along to someone who tried to charge me $665 despite having paid in advance. I don't know where this number came from but eventually someone (presumably a manager) resolved everything with ease and efficiency.
I was really grateful for that because I was starting to question my sanity. Needless to say, I left feeling anything but relaxed. Outside of that, the services and products were great. It's just hard to have a nice self care experience with that kind of attitude at the end of a good massage.
