Unsafe, Dishonest, and Emotionally Damaging - AVOID at All Costs…read more
What was meant to be a peaceful couples spa day for my birthday turned into one of the most upsetting, anxiety-inducing, and frankly gaslighting customer service experiences I've ever endured.
Let me be clear:
This was not my first float. I've floated several times before - in beautifully (subtly) lit, tranquil environments that promoted peace and calm. But this time? I was essentially locked in a pitch-black watery coffin.
When I checked in, Raven, the staff member on duty, specifically assured me there would be a visible light inside the float tank so I could always locate the exit handle. Once inside, there was nothing. No light, no orientation, no visible exit - just total darkness. It was disorienting, claustrophobic, and terrifying. I started calling out for help, and was later told that nobody could hear me unless I was screaming, because the tanks are "soundproof." Seriously, the little snot really said that.
I ended my float session early, shaken and panicked. When I told Raven what happened, she claimed there was a light--just a "very dim one." But when my husband (who had just finished his massage) confronted her, she changed her story completely, saying there was no light and that she had never told me otherwise. She outright lied, tailoring her answer depending on who was asking.
We asked for the manager to call us, since this was clearly a safety issue and a serious customer service failure. The manager took her sweet time calling back, and when she finally did, her excuse was jaw-dropping:
"I was busy trying to charge your husband's credit card for the FULL package amount, including his cancelled float and your wife's cancelled massage."
Not "We're sorry."
Not "How can we make this right?"
Just trying to get paid for services not rendered.
She then proceeded to minimize everything by calling it a "miscommunication." She admitted there isn't actually a light in the float tanks - only a vague "glow" that may or may not be visible - and still attempted to enforce their cancellation policy. Her apology was empty. Her tone was cold. And her refusal to take responsibility was astonishing.
Let me be crystal clear:
This was not a misunderstanding.
This was a bait-and-switch, followed by dishonesty, emotional negligence, and a complete failure in basic professionalism.
We paid only for the massage--on a separate card--because my husband insisted on it out of principle. But I did not receive the service I was promised. Worse, I was treated like an inconvenience for speaking up about my experience.
If you suffer from anxiety, trauma, claustrophobia, or even just expect a baseline level of honesty and compassion, do not go here. This business is unsafe, mismanaged, and unwilling to own its failures.
Save your money. Save your sanity. This is not a sanctuary - it's a liability.
