A week ago I attempted to make an appointment through their online system. When no one called to follow up with me, two days later, I called them. Strangely, there was no recognition of their lack of follow up and, instead, a lack of hospitality in trying to schedule an appt over the phone which, again, I thought I had done three days earlier. Plenty of ambiguity and "uhhh, I need to put you on hold for a sec". I must say, right off the bat, the girl -- and I do mean "girl" -- with whom I was speaking was equipped with the decorum of a chain tanning salon receptionist; not what I expect from arguably what is considered one of Denver's top spas.
I scheduled an appointment for a 60-minute service with her, though I was looking for a 90 minute session (that was unavailable.) She offered to secure the 60-minute for me and she would speak with the therapist to "see of she could stay longer" to accommodate the 90-minute session, she promised to call with an update in the afternoon. Great!
A voice mail later that day reveals, no, therapist cannot stay longer. Please call back if you'd like another time. I call back and get a different receptionist this time and tell her, that's fine, too bad we can't extend my session to 90 minutes but I'll just keep my 60 minute session at the same time and be content with that. Her response? Uh, we don’t have you scheduled for that time. I explain, yes, you DO, I made the appointment earlier today, "girl" says she would speak to the therapist about the possibility of extending it -- HER idea. Sorry, new girl says.
They GAVE my appointment away.
After hanging up dumbfounded and discussing with my husband, who was furious, I called back to speak with the manager. No manager available that day. We'll take your name an number and Sarah, the manager, will call you back tomorrow, promise. NO CALL. That was 12/28/09 and I AM STILL WAITING FOR MY CALL.
Called Aveda corporate who did confirm that all Aveda spas are independently operated but they, of course, were "extremely embarrassed", said they had planned to send an email to the manager directly to ensure she followed up.
STILL NO CALL.
Apparently, my patronage nor my MONEY, let alone my expectations or general satisfaction, is completely unimportant to The Renaissance Aveda Spa & Salon. Additionally, they appear to be so shortsighted that they do not realize that Denver is a small city and that their potential patrons might also be in the position to purchase services from them, not only for personal use but for commercial and highly-prolific philanthropic purposes. NOT NOW.
Me and my money deserve better.
Those looking for a luxurious spa experience please go to the Oxford; exemplarily service AND better prices, just check their website.
Renaissance: You have my name and phone number both from me and from Aveda Corporate, why no follow up?
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