I've been a faithful yelp user, but this is the first time that I'm writing a review myself. I am sad to be writing this review, because I have actually been to Allyu in the past for a massage and enjoyed it thoroughly. However, I could not help but write this time.
I scheduled a girls' spa day at Allyu. Over a month and a half before the event, I contacted Kristin, the party planner at Allyu, to schedule the spa services. She was quite helpful in coordinating the party and very responsive over email as I finalized my party plans. I was very excited about the party, which would include individual spa services for each of 6 girls and a private space for us to enjoy after our services.
Half a month after I had finalized my party plans, I received an email from Kristin informing me that Allyu had experienced a small fire in their laundry room and, because of it, would be closed for renovations. Kristin assured me, in no uncertain terms, that the closure would in no way affect my party, that I shouldn't worry, and that the spa would actually open over a week before my scheduled party because they were actually being conservative in their reopening estimate and should have the renovations completed well in advance of my event. As a result, I did not cancel my event, nor research alternative venues.
One month later, on a Friday afternoon, only one week before my scheduled event, I received an email (not even a phone call, mind you) from Kristin. She said that there had been delays in the renovations due to union conflicts, and because of that, the spa would not be open to host my event. She suggested two alternative spas (one of which got terrible reviews on Yelp), and neither of which were as convenient to where my guests would be staying. Although she offered to help me arrange an event at a different spa, she did not offer a voucher, or any kind of monetary compensation for the inconvenience. She merely said "we are very sorry for any inconvenience." Now I know that union conflicts were probably out of their control, but I highly doubt that they had no indication until a week before my event that they would not be opening in the next week.
I wrote an email in response, letting Kristin know how unhappy I was with how late I had been informed, that I had been previously assured that the renovations would not present a problem, and that Allyu had now put me in a difficult spot, where I would have to find another spa that would be able to accommodate 6 spa services on the following Saturday and, if there was a change in the price, I would have to ensure that it was ok with my guests.
Kristin's response was far from satisfactory. Not only did she not adhere to the mantra of "the customer is always right," she merely responded that the delay was out of their control and "I apologize that I was unable to give you more notice. We did not have more notice ourselves." Her apology, to me, felt like an "I'm sorry you were offended by what I said" rather than "I'm sorry I said it" - basically it wasn't an apology at all, and she definitely did not take responsibility for Allyu's actions or what had happened. She also informed me that she had called the spa that she suggested (the one that received terrible reviews on Yelp) and that they would have services for my party at 4pm (3 hours after our scheduled time, when we already had other activities planned that afternoon), and that one of the girls who requested a massage would have to have a facial instead. Needless to say, this was not even an option for us. And it was not until that point that Kristin offered 50% off future services. It goes without saying that I am uninterested in scheduling any future services at Allyu.
Thankfully I was able to find another spa - Spa Soak (for which I will write a glowing review), that was incredibly flexible and able to accommodate my group with such short notice. And their services are even cheaper! read more