I wanted to surprise a couple with a gift certificate for a romantic massage. This was supposed to be their wedding gift. When my friend called to make her appointment they didn't have anything in the evening, except for thursdays... this is very inconvenient since you usually plan a romantic evening/dinner, etc on the weekend. Too bad I didn't ask before purchasing the certificate. She finally gets the appointment for saturday at 3pm. The couple had planned a romantic evening, reserved a hotel room etc. They arrive there and get ready for their couple's massage with robes on and all. The owner comes in and tells them that one of her therapists could not make it and offered a facial instead. This is very bad since their expectations were to get a body massage, not a facial... they were not interested of course. It was very dissappointing that they didn't have another therapist on call. I called the owner asking her for a refund, so I could treat the couple for a romantic dinner instead... since they had the hotel reserved and the plans were made for that day. The owner refused to give me a refund and said that my friend seemed to have had a 'stressfull week', assuming this because she didn't accept the facial and was upset at the change of plans/package, etc. Anyways, I could already see her attitude towards the situation. I didn't argue on it but did make it clear to her that the couple was not happy with the service and are still forced to go back to the spa just so they won't loose the certificate. I think she could have made an exception and given me a refund so the couple could enjoy a dinner somewhere else instead.
Cons: Bad hours, bad service, package changes at last minute
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