Summary: Customer service was poor. I did not feel cared about: I felt products and services were pushed on me rather than asking me what I wanted, and I left paying much more than the max listed pric... Read More
Summary: Customer service was poor. I did not feel cared about: I felt products and services were pushed on me rather than asking me what I wanted, and I left paying much more than the max listed price of the service. It is not fun to get to the register and feel like you've been taken advantage of. I was willing to spend money for a relaxing experience. This was not it. Long version: I wanted a relaxing spa day in the city and decided on a facial here because I saw good reviews and, more importantly, that they offered the option to change into a robe and use their sauna -- exactly what I was looking for and nearly impossible to find in the city. I called a few days in advance and they didn't have a facial available for the weekend. So instead I made an appointment for eyebrow threading, something new I'd been wanting to try. I told them I had never been there before, and asked if the sauna was available even though I was just getting eyebrow threading. They said yes. I thought, great! I was so looking forward to a relaxing experience. I got there about 10-15 minutes early, thinking I would change and relax beforehand. I was greeted at the front desk and checked in, but after that they they stopped talking to me. I had to get their attention and tell them I had never been there before, and I asked if they could show me around. One person showed me where I could sit and wait. It had been raining and I had an umbrella and a rain coat. She did not offer to take my coat or umbrella, or show me where to put it. She did not ask me if I wanted water (like others have commented). I was told to sit in a space next to where people were getting manicures, away from the front area. I thought this odd, given how large the space was. I also noticed then that people getting manis and pedis were in street clothes, and so even though I was very disappointed to not use the sauna I decided not to ask about it. It would have been very uncomfortable for me to do so at that point. I just wished they had told me that on the phone when I asked, so I knew what to expect. While waiting, a few people walking by mentioned the person doing my service would be right with me. They still did not offer to take my coat or umbrella. Eventually I asked. Maybe there is something wrong with me but I think a place that is trying to have good service should offer things like that. Start my eyebrow threading: I told her I'd never done it before, and I liked a fuller brow. Otherwise, I'd trust her expertise. She said she wanted to do a tint, and I asked for more details about it since I'd never done that. It wasn't something I wanted or even implied I wanted. It was just her idea. I had given up at that point of having the visit be what I wanted. I went along with it just to make the process easier. I figured it would drive the price up, but I figured it would be the high-end of the range listed on their site for the service. At the end she also suggested some products for making my hair grow fuller. I declined. It didn't seem friendly or like she was trying to help me. More like just pushing things on me to buy. But I was definitely biased at that point. The cost ended up being 50% more than the top of their range listed online for the service. This just added to the deluge of disappointment. I could have complained, but what was I going to do, refuse to pay? That's not how I want to behave. So I figured it a lesson: some people care about helping you relax and feel great. Other people just want to take from you whatever they can. It's good to be discerning. I ended up calling my sister immediately after I left for emotional support because I was so upset by the whole thing. Maybe for some people who don't mind treating others like this, or for whatever reason are treated better by the staff, this could be a nice place. It was pretty and had the upscale look. Unfortunately for me, that was where the sophistication ended. Read Less