I don't get to go out very often with 2 kids under 8 so when my sister offered to babysit so I could have a spa day with my hubby for my bday I was so excited!
Booked us both an 80 min massage and then I was going to get a facial. I booked online, they called me back hours later around 4:55 to get a credit card on file, by the time I called back they were closed no biggie I call them back the next day. The phone does this weird ring thing and no one answers and the call drops. I try calling from my husbands phone, same thing. They call back sometime later apologizing and saying their WiFi was down so their phones were down. Not a big deal. Also their saltwater jacuzzi is out of service. Not ideal but not the end of the world bc we can use the hotel pool.
Fast forward to a week later, I'm checking in early and getting the tour and find out that not only is the jacuzzi out of service but their sauna is too. Le sigh. I get my massage which was not relaxing (the masseuse was nice but moved really fast the whole time, except on my forearms) Hard to enjoy someone vigorously rubbing your back for 80 mins. No biggie, bc facials are always slow and relaxing and this next part will help calm me down.
My esthetician wasn't ready when I got out of the massage (was still setting up) so I grab a snack, go to the restroom and tell my husband to enjoy the hotel pool. He pays and then goes to the pool. Facial time! I get in the chair and a scratchy hair protector was put on me and she proceeds to wash my face and put on a quick enzyme mask. That's the first time she steps out the room. I'm not thinking anything of it. She eventually comes back, wipes off the enzyme, and then proceeds to tell me that her heart rate is raising high and she needs to drop it, and I was like ok no worries. I was another min or two and then ask, hey should I get someone? And she says yes I'm having a medical emergency please grab my manager. So I step off the table naked (hoping no one is looking lol), grab my robe, see her lying on her back on the floor with legs elevated on her stool, then I run into the hall and say hey esthetician name is having a medical emergency and the manager and receptionist rush in.
At this point I'm calling it and decide to cut my losses and go to the pool. Get the bikini on and am about to walk to the pool when the manager comes back in to ask if I want to continue the facial! I'm concerned this girl is going to pass out on me while I'm on the table, no thank you. She prob needs to go home! Why are you trying to have her work some more when she literally had a medical emergency, so I decline and ask again "is she actually ok?" Am told yes and then offered spf. At that point I go to the pool which was another horror story for another day.
We return maybe 1 hr 45 mins later and are then told we will only get a partial refund bc the service was almost over, which I am not sure if this is accurate bc I was naked on a table with my eyes closed, not staring at my watch.
At this point my flabbers are gasted. My bday was lame. I would expect a spa anywhere to offer a refund for a service that was not completed due to not fault of my own and if they really wanted to be nice, provide a credit to come back and actually experience a proper facial and jacuzzi. Or even offer to pay for a drink!
Long story short, don't recommend coming here. read more