Booked for couples massage and couples water journey. Anniversary gift, $450+ all in. Masseuse was great (reason for two stars), otherwise not happy at all.
Experience:
Booking: I called multiple times, no answer. They have a text service which was slow to reply. I had questions, but they wouldn't take my call or call to communicate to a first time customer with questions about couples packages. One wait time via text was two hours, I had to text them again trying to get a reply. A week later, I was able to get someone to call me after a few hours of waiting. Took a week to book. This generally wasn't frustrating until I came in on a weekday, when on entrance and exit there was 3 to 5 people in reception at all times hanging out. Who clearly could help interested customers.
Massage: this was great, expensive in comparison to others with similar quality but it's supposed to be a classy place, so this is fine. We went for an anniversary so that's the point.
Water Experience: basically you're paying $75 per person for a hot tub, a 55 degree tub, and a sauna. The same stuff Equinox gives you for free. Hoped to relax, was interrupted 6 times within the first 30 minutes
- Someone kicked me out because they failed to tell me I had to wait, so I stood dripping wet for 15 minutes, cold, waiting for them to clean.
- Someone came in to give us the instructions which are already written on the wall, who also said we could break the talking rule as long as we remained to be the only two people in there (supposed to be a quiet relaxation spot).
- Someone came in and rifled through all the towels after the place was cleaned and talked to us from across the room asking if it was our stuff when we were the only two people there and it was already cleaned.
- Someone came in and saw my phone leaning against the wall, and curtly informed me that "we have a zero tolerance cell phone policy" basically threatening to kick us out. Making me get back out of the pool and go back to the locker room, curtly interrupted and scolded for a rule that was not communicated in person, on the intake form, or on the instruction board.
- Finally, the manager of the entire place came in and told us, against the other staff member's instruction, that we were not allowed to talk and we were actively breaking the rules intruding on other guests (room was empty). And though nicer than her predecessor, it was still a reprimand on something their staff failed to accurately communicate towards a customer paying $450 to relax who was interrupted now 5 times.
When I tried to communicate around the misinformation from the staff to the manager which led to the reprimand, I had to physically show the intake form which they insisted had the information on it. Funny enough, as the manager was reading my phone realizing it wasn't there, even though they insisted, the front desk person managed to try and correct me a third time by reading her copy of the policy to us. Which ended up only being in their personal notes, not on the customer intake form I received. So they corrected me three times and were wrong. And we're unapologetic about it until the very end.
They gave me 20% off, but honestly I couldn't really enjoy the water experience at all. Point is to relax, and I was interrupted 5 times, scolded twice about something that was their mistake, my partner's locker had no towel or cup or anything like the other's so she had to keep leaving the area while wet to ask for the stuff she was supposed to already have.
$450? Would have maybe been worth it if the quality of staff matched the class of the location. Just disorganized and didn't treat us as customers paying for an expensive service, I felt like a kid getting yelled at for swimming during adult swim and then explaining I'm 18.. except this is supposed to be a top notch spa and they charge up the ass and don't apologize after being wrong.
No thanks. read more