Two things. Their services are great, but their business practices are not so transparent and their customer service is terrible when you ask for transperancy about the Passports or Tranquility hour:
First, in July, someone was trying to book over the phone and it was clear that they were interested in using a Passport. The front desk person was very confused about whether the person could use the Passport since they were booking a package. I was a bit confused as to why an employee would not have that information. After I was done shopping, I then inquired about the terms and conditions surrounding the passport (e.g., when are we allowed to use the $100 credit, can we transfer services from out-of-town guests who will not be in a position to have a Passport and use their credit etc.). It seemed that neither of the front desk people were very clear. One said that people used to be able to transfer services to another person's passport, but that August Moon doesn't do that anymore. Neither of them had a steady answer about the types of services the passport could be use for and then settled on full-price (where that means no packages and no tranquility hour services).
Second, what is going on with tranquility hour policies? I have had tranquility hour services in the past and there is no question about getting the 20% off discount when I check out. It is always a smooth and friendly transaction. Last night I was checking out of my facial and the employee said it would be full price. This made no sense as I was trying to book a 4:30, someone called and helped me book an alternative time of 6:30 which is well within the 4-7 range. So when I was surprised and asked for an explanation their explanation was that my, "service ended after 7pm". I double checked on the website and no where on it is that a condition. The service, when booked, between 4-7 is discounted.
Is this a new policy? If so, the policy itself is quite illogical. When I imagine interpreting the "Happy Hour" concept for any other establishment in the same way, the result makes no sense. It would be equivelant to requiring a person to consume their entire cocnktail or drink before the end of the official "Happy Hour" at a bar in order to get the "Happy Hour" discount. This makes no sense and I would be surprised in the population, in general, interpreted "Tranquility Hour" in that way.
Being surprised by these random rules because they are not made available online, lends to a very unrelaxing check out experience and I hope that all you take away from this is that August Moon should make this information available on a sign at the desk, in a pamphlet, on the website etc. to avoid unravelling other peoples' relaxing spa days in the same way that now two of mine have been. read more