I called to book my appointment for the first time, and the woman answered with a standard welcome greeting, and then said "To better assist you, may I have your last name?" WOW! I just wanted to ask your hours, but instead I already have to give you my last name? It made this place seem like they were only interested in their computer, and what was best for them, not personalizing the experience at all. What a bummer for such an apparently well-respected spa. Meanwhile, after giving my last name, which they addressed me by (a little too formal for a spa), I made my weekend massage appointment. Although they guy who helped me was super nice when I checked in, it was massively overcrowded, very loud by the pool, and I was 5th in line to check out--clearly a sign of too much business at once! This spa is big, but they didn't think how that might ruin the experience--they just seemed like a factory---trying to sell as many appointments as possible!
Pros: view, pool
Cons: customer service, size, crowd