Unfortunately, I have to leave a one star review for this company. Failure to provide policy information, failure to be reachable, failure to have common decency with rescheduling due to the flu(which is going around horribly) failure to have good business practices(updating their website after the fact to hide a known issue with booking couples massages) and 1 star for being unkind and providing poor customer service.You have to call multiple times or leave a message to get a call back in order to speak with someone. I left a message because no one was reachable that I needed to reschedule due to being ill. The phone number associated with this business is obviously linked to a cellphone so I wouldn't dare call someone in all hours of the night for an appointment reschedule so I called at 9AM for a 12pm appointment. I wanted to reschedule, not cancel. I never received a call back at all. Only a full charge. I called and a lady named Christina returned my call. Christina has a very condescending tone throughout the entire recorded call. I explained multiple times that I did not get any text messages or emails or anything with any policy information. She confirmed I did not, but said, I as the customer should just know it. The service I needed was not even on the website to be booked. (Per Ryan who booked me over the phone-again never going over any policy information with me whatsoever ) I offered to go the website and book but she said it was not available on the site. All she needed was my name and phone number. I had never been to the website or booked through the website to know policy. Ryan (very sweet young lady) booked the reservation for me WITHOUT getting any payment information. I OFFERED to give her my card info and she casually said ok let's get it added. Nothing else was said. Christina doubled down on charging an additional $90 for me to reschedule after already charging me $190. She then later updated her website to reflect a couples massage available to be booked but it was not there previously. I'm super disappointed because I genuinely just wanted to surprise my husband with a massage. We are a single income family and it's hard financially to just loose out on almost $200. And then they are asking for an additional $90 just to reschedule. That is why I cannot recommend this spa. It really came across that they only cared about the money and not people. She asked if me or my husband expected to be paid when we showed up to work?! And to answer your question Christina(which left me flabbergasted) when my husband goes to work, he does not expect to be paid for a job/or service he did not provide. She said her girls still had to be paid and were paid from that money already. We didn't get a resolution that we both saw as fair so I had to give a 1 star review.
Follow up: Christina cannot know for certainty what was said on the call because she was not there. If I knew I was still going to be charged, I would have just masked up and put everyone at risk to get the flu and still went to the appointment. Christina is relying heavily on people knowing the policy because it is listed on their website. I did not book on her website. The service I needed was not even offered on the website. I did not receive a confirmation text or email that included any policy information. Even when I called and left a message about rescheduling(not canceling-there is a difference) , no one contacted me back to let me know if I did not come I would still be charged the full amount. No one contacted me and left me a message. I was simply charged the full amount. I have no record of her attempting to call me back at all. She has now updated her website to include the service and updated her policy on the website, but screenshots and recorded calls do not lie. Again, Ryan was very sweet but she did not go over any policy with me. She actually was trying to understand and learn a new system that she said had been causing them issues with booking which is why the service I needed wasn't on the site. Ryan said it was removed from the site because it had been booked previously but they didn't have anyone to fulfill the service so it caused an issue. Christina just doesn't have professionalism or understanding or empathy, which she demonstrated with her response. It's all about the money. She mentioned other clients possibly wanting to book and me taking that slot, but how can they book a service that isn't on the website. She added it to the website today. Very dishonest business practices. I hate that I have to give a review on a service I never even got. I simply just wanted to reschedule-not get a refund or anything for free. Just get the service at a later time. I could not in good conscience possibly get someone who has children sick with the flu. Sucks that I'm out of $200 but it is what it is. I do not recommend this business. read more