Bottom Line Up Front: Decent Service, Horrible Customer Service
My girlfriend and I visited Spa Reveil on December 19, 2015 for our anniversary, where we reserved the 110 minute Couple's Escapade package for $350.00 (see photo 3; keep in mind that Spa Reveil advertises that the package for two persons is $350.00). Our package included three things:
1) Body Brushing
2) Milk Wrap with scalp massage
3) Full body Swedish massage
A decent price considering it is for two people and for three items right? Well, that statement would be true IF Spa Reveil charged us correctly! Read on for more!
We checked in for our 4:15pm appointment with no issues where we filled in the standard paperwork, got changed into our robes, and was guided into our private couples suite by Brittany (my masseuse) and Illeana (my girlfriend's masseuse). The body brushing was neat, particularly for a guy like me who has never used one of those brushes before. Following the body brushing, I got the milk wrap wherein Brittany rubbed some sort of lotion on me and wrapped me up like a burrito in some plastic. I was tired as it was and likely fell asleep because I vividly remember Brittany telling me "sorry for waking you up from your little snooze." Apparently, as I was relaxing/snoozing, my girlfriend next to me had an adverse allergic reaction to the wrap products and escorted to the bathroom to rinse off.
Following the wrap, Brittany began the massage process, which was ON POINT! I get deep tissue massages normally and always equate Swedish massages with just rubbing circles on people, so I was pleasantly surprised with how hard Brittany was working me. I had my eyes closed the entire time, but at one point when Brittany was working me, I could've sworn she was on the table driving all her force on my back to get rid of my many knots (don't worry, it hurt so good). Following the massage, I felt sore, but that good sore you get from a good massage; I was completely relaxed. My girlfriend, on the other hand, immediately told me how terrible her massage was; you can read Jessica B's review of Spa Reveil on Yelp for more information.
As my girlfriend was expressing her concerns over the service quality she received (with Brittany actually, as Illeana was nowhere to be found), I began to freshen up and change, as we had a dinner to rush to after our massage. The shower was ok--no crazy experience, but a nice, clean, comfortable place to freshen up and change.
Following our services, I met with my girlfriend in the reception area where she was already expressing her displeasure with her service with the cashier. While she did not receive a good experience, I have no complaints with mine. However, one thing I do agree with my girlfriend is that Spa Reveil out right cheated us on the price for our service. Do you remember how I said we signed up for a 110 minute Couple's Escapade package for $350.00? Somehow, I paid $337.00 plus tip for it AFTER Spa Reveil apparently comped us 50% off for our service (see photo 2). The cashier said that I paid full price for my service while my girlfriend got the 50% off. So with that said, here's how our breakdown SHOULD have been:
Couple's Escapade Package Total Price: $350.00
1/2 Couple's Escapade Package Price for Me: $175.00
1/2 Couple's Escapade Package for Girlfriend: $175.00/2= $87.50
Total Price Should Have Paid: $175.00 (for me) + $87.50 (for girlfriend) = $263.00 + tip
So what actually happened? The cashier actually charged us for our services individually, instead of the package deal, which drove the cost up. Did the cashier actually give us 50% off? Yes, but when does charging two people who come to the spa for the 110 minute Couple's Escapade Package cost $225.00 per person? Only when the cashier charges you incorrectly! We got the 110-minute package, not the 150-minute package, as our receipt shows. (See photo 1; my girlfriend let me know at 6:45pm that she needed her dress after she had finished taking her shower for about 30 minutes). If we had truly gotten the 150-minute massage, at a start time of 4:15pm, we should have just finished our spa treatment at 6:45pm, which wasn't the case. We tried to explain all of this to the cashier, with me calmly explaining to the cashier that the price she was charging us wasn't passing the common sense test, but the cashier would simply say to "call the spa director." We wanted to talk to the spa director immediately, but the cashier said she was gone for the night. As we were already running late for our dinner downtown, we paid the price and let the cashier know we'd be in touch.
In conclusion, Brittany= on point, particularly on how she tried to console my girlfriend when it should've been Illeana talking to her. Everything else about the place? Just ok. Customer Service, particularly from the cashier? Come on man, at least have some common sense and don't just tell us "but my system tells me I gave you 50%" read more