I am extremely disappointed with my recent experience at this float spa's Tempe location…read more
I was previously a loyal member at their Scottsdale location from 2020-2021 and had wonderful experiences. After moving away and later returning, I reestablished my membership and began visiting the Tempe location. Until recently, my visits had been positive.
A month ago, I was involved in a serious car accident and needed to pause my membership while recovering. I communicated this with management and was told my account would be paused. I was also told I could still float during that time. In fact, I came in the week prior to this incident and had a seamless, excellent experience.
However, my most recent visit was completely different.
When I arrived for my scheduled float, I was met with hostility and unprofessional behavior from the front desk staff member, Jeremy. From the beginning, his demeanor made me feel unwelcome, as though I did not belong there. He insisted I update my card before I could proceed, despite the fact that I have an active membership and a valid card on file. I explained I could update my card later, or he could use the existing card or a gift card on my account--but he refused all options except my gift card which he didn't want me to use unless I gave him a different card. I explained to him the card on file was fine.
Ultimately, I was forced to proceed under stressful conditions, which completely disrupted what should have been a therapeutic experience. My float was filled with anxiety, and I ended it early--something that has never happened to me before.
After my session, the poor service continued. I was given tea but then left unattended for over 30 minutes. I was not offered any of the post-float amenities included in my membership, such as oxygen or the salt cave. I eventually gathered my belongings and prepared to leave.
As I exited, Jeremy called out to ask if I wanted to schedule another session, then told me I could not return until I updated my card. This was both confusing and inappropriate, especially since I had not been billed, nor had any payment attempt been made on my account.
When I tried to calmly understand the issue, I was met with dismissiveness and escalating rudeness. He ultimately directed me to email the manager, then abruptly ended the interaction by slamming items and walking away.
I left in tears.
As a person of color, I cannot ignore how this interaction made me feel. I have never felt this way at this business before, but this experience raised serious concerns about how I was treated and why.
I contacted the manager, Amanda, and was initially blamed for the situation. Only after further clarification did she apologize, stating she had not been given the full story. While I appreciate the apology, the damage had already been done.
I have since canceled my membership. Paying $200 per month should come with professionalism, respect, and care--especially in a wellness environment. No client should ever feel disrespected, dismissed, or unwelcome.
I will not be returning.