1 Star - Dangerous Negligence & Lack of Care
My Background:…read moreI'm an internationally recognized spa industry trainer/consultant who trains spa owners worldwide. Former spa owner (15 years), published author of "Customer Service Is Not Rocket Science," and luxury travel specialist evaluating spas globally for high-end retreat guests. I literally train the industry on exceptional spa service. In all my years visiting/training spas worldwide, I have NEVER experienced this level of negligence or injury.
What Happened:
During my massage, I experienced a significant injury when the therapist inappropriately pulled my neck in an improper range of motion. Pain was immediate and severe.
Most Alarming: Left Alone While Injured
I was left on the table briefly paralyzed and unable to move. I stated this TWICE--that I could not move and was in severe pain. The owner never came to check on me. The therapist kept insisting I get ready for my next service.
I struggled alone to get up, get dressed, and walk out in excruciating pain. When I reached the lobby barely able to move, the owner sat with arms crossed, showing no concern. She didn't introduce herself, didn't stand to address me, and treated the situation with complete indifference.
Blame-Shifting Instead of Accountability
Both therapist and owner repeatedly implied the injury was my fault--a pre-existing condition--despite:
Never experienced this injury before
Felt the exact moment of improper technique
Intake paperwork noted no prior neck injuries
This was clearly negligence, not pre-existing
Complete Lack of Accountability After Injury:
No accountability - Owner treated me like I was taking advantage, not as an injured paying customer
Broken promises - Agreements to issue refund check were never honored
No empathy - I incurred $500+ in medical expenses (doctor visits, co-pays, treatments, travel), owner showed zero concern
Refund mishandling - After agreeing to issue check (my card was cancelled due to fraud alert from unknown charge from this spa), owner issued refund to cancelled card anyway without informing me
Boundary violations - After requesting all communication via mail, owner disregarded this professional boundary
Industry Expert Perspective: This Is Dangerous
As someone who trains spa owners worldwide on safety protocols and duty of care: this establishment presents a serious safety risk.
In my training programs, I teach what to do when clients are injured:
Immediately check on them
Offer assistance
Show concern and empathy
Take full responsibility
Follow up to ensure wellbeing
This spa did NONE of these things appropriately or timely. Instead, they left me alone, showed indifference, and blamed me for their employee's negligence.
This spa would never qualify for my curated collective and represents everything I teach spa owners NOT to do.
Awards Don't Equal Quality Service
This spa has been voted "Best Day Spa in Pooler" multiple times, yet other reviews cite consistent customer service failures. As someone who trains spa owners on truly award-winning service: awards mean nothing without the fundamentals--safety, accountability, communication, and genuine care. Real excellence is how you treat people when something goes wrong.
The One Bright Spot
The only person who demonstrated professionalism and genuine customer service was front desk staff member Becky. She kept her word, followed through, and treated me with respect. She's the only reason this isn't zero stars.
Bottom Line
I attempted to resolve this privately with integrity. I'm a woman of faith who prayed about this situation and hoped to resolve it as fellow believers and businesswomen (I'd even patronized the owner's faith-based coffee shop).
Unfortunately, I've been consistently disregarded, invalidated, and treated as an afterthought.
I cannot recommend this spa. If something goes wrong--and based on other reviews, this isn't isolated--you'll be on your own. As someone who visits spas worldwide and trains the industry on excellence, there are far better options that value clients, prioritize safety, and understand basic customer service.
As someone who has trained countless spa professionals worldwide and created industry standards: this is not just poor service--it's a dangerous failure of the most basic duty of care.
Please be cautious if you choose to visit this establishment.
