My friend & I got a pkg. deal from Trilogy Spa.The massage experience from Trilogy SPA was HORRIBLE! Oh where do I begin, my friend & I, both made our appnt. a week before the 5th of July. Not only wa... Read More
My friend & I got a pkg. deal from Trilogy Spa.The massage experience from Trilogy SPA was HORRIBLE! Oh where do I begin, my friend & I, both made our appnt. a week before the 5th of July. Not only was it a Sunday but the day after the 4th of July so needless to say parking in Manhattan Beach was a hot mess! We got to the receptionist to cool off but only to find out that our appnt. was on the 12th, not the 5th, it was changed w/out our knowledge, the staff's explanation was that the promotion we had purchased was only valid Mon-Thurs. We had mentioned clearly when we booked the reservations last week, that we wanted to upgrade our massage so that would have been another hint or indication to whomever made the 1st appnt. for us that we had a promo pkg. So I looked at my phone to see the calendar to book another date, to my surprise 12th falls on a SUNDAY! What?! My friend & I looked amazed because the front staff clearly are out to space! Still didn't get an apology or acknowledgement of their mishap, she only blurted out, "" well we have to change that date quickly to some other time!"" Ok am I delusional but since we made time & drove around to look for parking during the holiday that they should have just honored the 1st appnt? Anyways, I let that slid, to be nice we made another appnt. We get to the spa, they rushed us coz' our upgrade is only 60min & they will count the 5min before & after so technically 50min! That's not what it sez on the pamphlet but ok, moved on. Next I got to my room, it was freezing cold, I'm not sure if my masseuse was new but she didn't even asked me if the temp. & pressure (massage) was fine so I finally volunteered after a few minutes that I needed more pressure coz' it felt like she was just rubbing lotion on my back!! After my massage, I wanted to take a bath in 1 of the tubs (there are 2 side by side) My friend's masseuse got her bath ready served w/ fruit & the sugar scrub, mine?? No where to be found?! Now mind you I've been cold from the massage room, So I decided to prepare my own & while waiting for my bath water I waited in the dry sauna room, come to find out my water was luke warm, it wasn't working properly. I asked 1 staff for assistance, she never came back??!!! My friend is somewhat amused but also annoyed coz' now she had to rushed her bath so I can use it afterwards. Fast forward to this horrific experience, we informed the front desk while in the process of paying our bill, she never apologized for the inconvenience but continued on to explained the gratuity for the services! What services?Then our bill was $5 higher than what the promo pkg listed it as, so I showed her again, she went on to say that what we have in print is incorrect & no other explanations! Aggh, correct me here but don't they have to honor what they had advertised on these promotional list of prices? Again, no apology just swiped my card & charged the bill! The other staff mentioned they do have a few ""kinks"" to fix, they're not used to this ""promotional stuff"" and we should still be glad coz' it's still a lot cheaper than paying their normal prices! Was that a jab? That we're being cheap about this? It's the whole business principal & etiquette for me here.... Here's another kicker!! I asked for a comment card, the front desk left, came back very shortly & said they don't have any? I've been to a few spas, less expensive than this place & they always asked for me to make sure I fill out the survey! Hello Trilogy management, you need some serious training with your staff, start with...say it with me, ""The customer is always right!"" I work with a big corporation, BMW (I'm sure you've heard of it), if we clearly had put something in writing, not only we have to honor it, we have to give something to accommodate our clients & make sure to APOLOGIZE for the inconvenience. Get it together people! I will NEVER go back to this place, not even if it is for FREE! Read Less