My honest experience as a first-time guest.
I booked a 60-minute float and a 70-minute head spa/facial using a Groupon my husband purchased after repeated failed attempts to reach the spa by phone. He tried to purchase directly but couldn't reach anyone. Scheduling was difficult and only happened after I emailed them requesting a callback.
The space itself is beautiful, but the experience felt disconnected from the start. There was no one at the front desk for several minutes. When a staff member did walk up, she seemed busy and distracted, stepping away frequently and using her phone. I was asked to complete paperwork I had already completed online, with no acknowledgment. As a first-time guest, I would have appreciated a warmer welcome and clearer overview of what to expect.
During the float service, important details were either rushed through or not explained at all. I wasn't warned that the floors would be wet, where to place my belongings, that earplugs were provided, or that a swimsuit was recommended. I had to float nude. The lights inside the float tank were not working, which the staff member mentioned had been an issue all weekend. She went back and forth several times trying to fix them and did say she would speak with management about extending my time due to the delay.
Unfortunately, there was no follow-up on that, and no additional time was added or mentioned again.
By the time I actually entered the float, I had lost close to 10 minutes of my session. Once inside, water began getting into my ears. Because I hadn't been told about the earplugs, so I needed to hit the panic button to ask for earbuds and about the lights. I then had to stand naked, wet and partially covered by a towel while the lights were still being troubleshot. After them going back and forth to the front, eventually the lights came on, but the float still ended at the original scheduled time--the tank began draining as if there had been no interruption. Again, although she acknowledged and said she will ask for more time. Nothing.
The head spa and facial were better overall. The technician was kind, and the facial itself was relaxing. However, I had clearly noted my preferred water temperature and massage pressure on the intake form, and those preferences were not followed. I requested firmer pressure multiple times and had to repeat myself several times due to a language barrier, even demonstrating what pressure meant with my hands. I also have thick, natural 4C hair and was concerned about a thorough rinse, which again required repeated clarification. Despite this, the service itself was calming, and the foot soak and private blow-dry room were appreciated.
At checkout, no one asked how my visit went, which felt like a missed opportunity for a first-time guest after a disrupted service. My husband wasn't happy either and later called to speak with a manager and was told none was available. He left his contact information for follow-up.
Instead, I received a call days later from the original person who set me up. She said she was a front desk receptionist and assistant manager. Unfortunately, the conversation turned defensive and combative. I was met with denial of events and told certain things were "common sense," and that nothing could be done because the booking was through Groupon despite the fact that we were not seeking a refund, only acknowledgment and fairness.
That was most disappointing, not the technical issues themselves, but the lack of follow-up, care, and professionalism--especially for a first-time guest.
The services themselves are genuinely relaxing, and this spa has a lot of potential. I would recommend the treatments, with the encouragement that guests ask questions, slow the process down if they feel rushed, and clearly advocate for their needs.
I also encourage the spa to remember that while this may be routine for staff, for many guests this is their first experience. Clear communication, honoring intake preferences, patience with questions, and a non-combative response to feedback would go a long way. read more