I came in for a facial a few weeks ago as I've always been curious as to visiting the retreat. I pass by it every day when im going to work and finally I thought to myself, hmm a relaxing day at the spa might do me some good.
oh boy was I wrong.
Walking in the salon, you are greeted by an ambiance that does make it seem serene but dont be fooled. As I walked over to the front reception desk. The girl, who was too busy eating the buffet of taco bell items in front of her, failed to notice that I had walked in and was standing in front of her. As she wiped her grease ridden mouth, she rudely asked if i was checking in. Uhmm no of course not, I just love hovering over people eating, of course I was there to check in. It took her a span of 3-5 minutes checking me in saying that her computer was frozen all the while making it feel like I was nothing more than a bother to her and her eating. First off if you're working in a professional establishment dont treat the front reception area as the community buffet. its disgusting, rude,and downright wrong. In the midst of her still checking me in another girl walked in the desk area and proceeded to hold a conversation with this girl checking me in. They were laughing and chatting and calling each other "peanut" while i was still standing there. Finally after a long wait and having to hear about their banter, she simply waved me off to the seating area and told me my service will start soon.
I waited a good 10 min. I sat, walked around the boutique, ate some cookies drank some water, finally fed up with it i went back and asked the girl what I should do, or if my service was running late. the same girl simply looked at the computer and said "oh you can head on back now, she should be ready for you"
uhm...ok? head back where? I've never been here before. Fine, i started walking up and down the pathway in the middle of the salon looking all lost no one bothered to help me.
FINALLY a girl, i assume another one of the receptionists, I think her name was nadi? (I was too frazzled to really keep track when she had told me her name) she immediately saw me as she was walking out of the back area of the spa, where i would soon find out the lockers were located, and asked if i was ok and i was in need of assistance. Finally someone who gave two cents about my being here. I told her what happened and She was very cordial, apologetic, soft spoken and welcoming. It softened my outlook on the establishment and the service i had received earlier. And she showed me where to go, picked out my locker, even gave me a new set of robes and slippers since they lockers were empty and led me to go get seated in the atrium waiting area, handed me some cookies and went to fetch me a cold beverage. She waited on me til she felt that I was comfortable and things were to my liking. Things were starting to look up from here on out.
The service itself was outstanding. Kimberly, my esthetician was very knowledgeable and very eager to get to know me, my lifestyle, problem areas of my skin and suck. I felt that it was very professional yet the inter-personal interaction was tasteful and respectful. I told her the dilemma of trying to get to the actual appointment and she was very apologetic about it. I came out feeling like a million bucks because of that facial.
I was about to check out and again, i got the same rude, crass treatment from the girl handling the transaction. I wanted to complain to the manager but was informed that neither of them were at the spa at that time.
I tried calling back after this encounter to complain but trying to reach the GM joan or the AGM enrique(?) was like trying to find bin laden. They were NEVER available.
all in all. the service was impressive. but dont expect to be treated like you matter when you first walk in!