This is my first bad review that I've ever written, and it pains me to write it. I'm only writing this so that I can help someone avoid what we went through. I excitedly reached out to the spa about different packages and having a group come in for my sister's bachelorette party. Visiting the Adirondacks was on her bucket list, so I knew a trip filled with hiking and ice skating adventures would be perfect, but we would also love a relaxation experience at the end. This experience turned out to be to be the opposite of what we hoped. When booking the experience, we wanted to add on a facial to a couple of services which the spa did gladly! I received an email saying that they changed the times of the services to an hour later to accommodate us all, which was not a problem. They also asked for everyone's contact information, which i provided. My only request was that they didn't send any emails or messages to my sister since the trip was a surprise. Fast forward to over a month later on our spa day. The rest of the bridesmaids and I are hiking when one bridesmaid starts receiving reminder messages that her service was in 40 minutes. I called the spa to confirm my email changing the time and just figured there was a mix up with the texting service. The lady that answered the phone laughed at me and told me that our services were booked for a hour before what I thought. I told her that I received an email with the time change and she said, "I have the owner sitting right next to me and we sent no such email." I then told her that I have a screenshot and she demanded that I text it to her. When I did her narrative changed to "I don't know who sent you that email, but it wasn't us," and "I don't know how else to explain this to you so that you will understand." Even after pointing out that it was their name and email chain where I booked the services, she told me that she would need to check with the other employees to see if they can stay later to accommodate us and hung up on me while laughing. This call was played over my car and all the bridesmaids could hear. I was so frustrated, I was almost in tears and we wanted to cancel. I received a text back saying that they could accommodate us 15 minutes before the emailed time. We ultimately decided to go since it wouldn't have been fair to the other employees. When we arrived, our one bridesmaid had the lady on the phone and went back into a room. Another bridesmaid went into another room, and her service ended first. I asked if we could pay for all the services at the end on one card, and was told "Yes, they just need to be separate transactions since they are independent contractors." Not a problem! Well the other bridesmaid came out with the lady on the phone and demanded to be paid immediately. She gave me my receipt and ran out the door. I didn't realize until after that we paid her for the 60-minute massage, but the bridesmaid only received a 40-minute massage. I reached out to the spa after they sent me a review form because it wouldn't allow me to type my full response. I also asked for compensation for the missing 20 minutes. The only response I received was another email asking me to leave them a good review. They also sent my sister emails after I asked them not to and almost ruined the surprise. Thankfully, she thought they were just spam and deleted them. It turns out that they only changed my time in their system and not the other services, but it wasn't what was conveyed through email. Our saving grace was Laura. She was so kind and never brought up the awkward situation. She made my sister and my massages wonderful! I just wish we didn't have the experience over the phone and that our friend can be compensation for how she was overcharged. If you're thinking of booking a spa in the Adirondacks, please explore other options. read more
