2 stars given for the plunge pools and bath experience itself.
For the other half of my experience:
I booked a couples massage for my husband and myself for our anniversary.
I requested a firm pressure of deep tissue massage. While my husband prefers a regular to medium pressure.
My masseuse confirmed my request verbally and responded with - 'yes most women actually request a harder massage than the men'.
There was no language barrier.
I am fully aware of what a quality massage is and feels like- if this massage was even partially acceptable, a quality massage but with light- medium pressure, than I truly would have had NO complaints.
- First, I had to ask my masseuse at least twice for firmer pressure, or just pressure at all
-Second, majority of the massage was just applying oil to my body-
-Third, after asking the second time for more pressure, he made a 'huff' or deep sigh as if in annoyance, and then proceeded to buff more oil on in the motion of what felt like he was trying to give me a rug burn with his forearms
I cut my hour massage short by about 20 mins as I was just so frustrated I could stand to lay there any longer.
After I spoke to the front desk I was told they were sorry for this and would look into it and have someone contact me. As I didn't hear back, two days following I came in and spoke to the manager Emanuel in person, as you cannot call to speak with them on the phone. I was told that they stand by their massage therapist and that he surely could not have been the problem. They also don't offer 'deep tissue' and as I explained- I would have been perfectly fine with even a medium amount of pressure, via an actual hand massage- just not vigorous oil rubbing.
I was very reluctantly told that I would receive as recompense the amount of the massage back to my original form of payment, and was instead given half of that rate. My husband called to follow up as I was away on business and no longer able to promptly contact Aire. They informed him that I will only be receiving half of the massage rate back.
This is very bad practice. As someone who would not complain, or leave a massage early, very clearly VISIBLY upset at the time of the massage and while speaking to someone about it directly after- therefore ruining the rest of my experience at the baths for the day, attempting to get my heart rate down and not flustered.
As someone who works in the service industry as well- I will be the first one say that a customers personal experience is their own. As a manager who was not in the room- nor did they have my experience, the customer should be taken seriously and believed instead of reluctantly tossed back half the rate when the whole thing was truly unacceptable.
I would not come back to this location as customer service is not a priority here, though stated on their policy online that they:
*Pursue excellence in the company's goods and services so that its customers and consumers obtain the satisfaction expected of them.
* Deal quickly and efficiently with the complaints of consumers and users, seeking their satisfaction beyond mere compliance with current regulations.
These policies are clearly not met or adhered to. read more
