The spa was difficult to find. After stepping into a crowded, dark elevator, so tiny I could not see the elevator panel, I chose Floor 12. No Sena Spa on 12. I thought I had been taken in by bots on the internet claiming the place was great. I emailed. I texted. Apparently there is a floor "12A," the button for which I could not see in the crowded elevator. (This is probably a very old NYC building, where sometimes the 13th floor was not labeled as such because of the superstition behind #13 being unlucky.) (12A wasn'tg any luckier for me, sorry to say.) Finally found it, and another customer came right behind me. Receptionist was on the phone. No one to greet you otherwise. Customer behind me tried to push in ahead of me, but I stood my ground and waited for the receptionist to get off of the phone. We were now 7 minutes into my appointment, and I was miffed that there was no one else to take care of you.
The pictures on the internet are very misleading. The space is TINY.
Receptionist looks towards a clinician blowing dry someone's hair, when I indicate the Skinceuticals facial I had booked. Oh no. She's not done.
In a very disorganized fashion, after I had specifically requested someone very gentle for my facial, a random clinician was recruited to do my treatment. She opened the door, and the room had another client in it, on another bed, with a barely a 1.5 feet in between the two beds, a curtain strung between. You have to be kidding me. You want me to pay (with tip) $200+ for a facial and you can't give me a private room? This was infuriating.
By the way, the customer who had flown in behind me was taken first and given the private room. For what service, I don't know, but I was first.
It was too much.
Now we're 16 minutes into my appointment time. When I complained that (1) the person behind me was taken first ("Oh, your appointments were at the same time" -- I shot back "I don't care about that. I was here first.") and (2) she was given a private room, the receptionist said she would ask the clinician in the private room to switch.
Fuhgeddaboutit.
I asked for a refund.
To her credit, the receptionist didn't argue. She refunded my $50 deposit and I left.
This is what happens when people who claim to be professionals let their appointments run late, and don't apologize. And when customer expectations for a $200 service are dashed completely by being offered to SHARE a room for an expensive treatment, when you want to talk about difficulties you have with your skin, problem areas, PRIVATELY -- not so that the client and practioner next to you can hear what you're saying.
If you don't care about privacy, lateness, lack of professional courtesy, chaos because no manager is on site, I invite you to try this place. I was disgusted and had traveled over an hour to get there. NOT WORTH IT. read more