Yes you read correctly, this was said to me today. My partner and I were looking for a relaxing massage at an award winning spa. We called Oasis and arrive 10 minutes prior to our appointments. My partner was taken back to get his massage exactly at 3pm. I sat until 3:10 and my therapist David walked up in a t-shirt, cargo shorts, and black tennis shoes....not very professional looking. He looked at my client information sheet and said "come on back". He didn't shake my hand to welcome me nor did he escort me back. I was made to follow him into a cold room - air conditioning was actually on! He asked me to sit on a chair while he sat on the other side of the bed rubbing his face and head like he was tired and trying to wake up. He said "so you're here because your back hurts like everyone else right?", to which I replied "I'm looking to get a massage to relax and loosen my shoulders." (NOT feeling too special or pampered as of yet). I received a very basic massage. He said his touch was normally very hard and said to let him know if it was too hard because I stated I was looking for a moderate to firm touch. He was drinking water from a sports water bottle (which I could hear every time he did), and he obviously didn't really care that my feet were cold when he touched them. He told me my back was tight, but didn't work on any areas to help alleviate the tension. After 35 mins of this I was getting very agitated and just not feeling relaxed. I told him I was finished with the massage and wanted to stop. He said "oh....OK." He didn't seem to care and just left the room. I never saw him after that. I walked up front and told the front desk coordinator that I was not happy with the experience and was not relaxed as was my goal. I asked to speak with a manager or owner because i felt should not have to pay for this experience. . She blankly stared at me and told me that no manager was there. I asked if she could get in touch with one and she said "Ok...hold on". She left the room then came back. "My manager said she would take $5.00 off." I was astounded! As if my happiness was worth $5... I told her that was unacceptable to which she replied "well i can take 10% off at the most...but you did still get the massage....and if you don't pay we will call the police". I was floored!!! My customer experience was worth nothing to them but the $70 for the horrible experience, frustration and argument I was having was more important. I asked the front desk to call the manager back and I would like to speak with her. I informed the manager that not only did the therapist take me late, the experience was not relaxing at all, and the room was freezing. Further I didn't appreciate being threatened. She replied, "Well you did get the massage and you should have said something earlier for him to stop. David has been with us for 10 years and I have never heard a complaint. You have to pay." I informed her that she has probably never heard a complaint because the clients just didn't come back. I also told her she was missing the point. I was there for relaxation and I was FAR from relaxed at this point. I liken this to a meal at a restaurant..if you don't like it you don't pay for it. It's laughable that on their business cards it says "WHERE CLIENT SATISFACTION IS OUR NUMBER 1 PRIORITY!" In the end, she said I didn't have to pay and "just go". My partner's massage was not much better. We left unhappy, not relaxed, more stressed than when we walked in and offended by the lack of customer care. I would NOT recommend this spa for anything, particularly customer service.
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