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Review content:
I went in on my brithday for a 90 minute Swe-Deep massage priced at $110, and a 5 minute sinus therapy, priced at $6. My total bill was $116. The massage itself was good. My therapist was professional, courteous, and did a good job. However, my 90 minute massage only lasted 75 minutes, and I know this because I am extremely conscious of time when I go in for massages because more often than not, these places never give you the time you paid for. When I was checking out at the end, I mentioned to the receptionist that my massage was only 75 minutes, and she said she would need to refer me to someone else. A woman came out (probably the manager), chomping away on peanut butter and speaking to me with her mouth full (note to staff: finish eating before you come out to speak to clients). When I told her my massage was only 75 minutes, she started to argue with me about it. She said "well I was back there at 5:30, and your massage had already started, and now it's 7:00" I explained to her that I got a sinus treatment at the end which was 5 minutes, and that when the lady left the room, it was 6:50, which means my massage only lasted from 5:30 until 6:45, i.e. 75 minutes. She then says the therapist left so she can't confirm with her (i.e. she didn't believe me), and proceeded to act all flustered on how to handle my bill. I requested that she charge me only for a 75 minute massage. She tells me she doesn't know how to do that, because a 75 minute swedish massage is $95, but I had a "swe-deep" massage which has an entirely separate pricing. I asked her why she couldn't just pro-rate my massage (i.e. 1/6 of my time was reduced, so take 1/6 off my bill). She gets all flustered, and starts telling the other receptionist "we'll have to let this person know, and leave a note for that person", etc. like it's rocket science to adjust my bill and some huge process that will affect their books. This next part is where it gets really good. She calculates 1/6 of 110, which is $18. She realized this was a greater discount than just charging me $95 for a 75 minute swedish massage, and gets flustered again. She then says "how about I just don't charge you for the sinus treatment" (which was $6). So on one hand she tells me that a 75 minute swedish massage is $95 (a $15 dollar difference), but mine had a whole separate "pricing". She then calculates in front of me that 1/6 of my massage would be $18 off (i.e. a greater discount), and then she offers to comp me only the $6 for my sinus treatment! Unbelievable! I said back to her "a pro-rated massage is $18 off, so why are you only giving me $6 off? I want to pay for a 75 minute massage, which is what I got". After shuffling papers, and talking a lot under her breath and acting all confused about how to adjust my bill, she says "ok, just give us your spa certificate" (which was for $100). So essentially she comped me $16...still not the right pro-rated amount, but the incompetent woman couldn't figure out how to do anything. I still can't believe when I'm paying over $100 for a service at a spa like this, that they're penny pinching and being so obnoxious to their customers. Their brochure, by the way, says "we appreciate and need your feedback. Our spa is all about YOU". So it gets even better. I asked for the name of my therapist, to leave her a tip in the small envelopes on the front counter. The lady looks at me with this incredulous look, and says "now why are you leaving her a tip if you weren't satisifed with the service" I explained to her that my massage was good and I was satisfied with the service, but that it was just cut short. I said the therapist still worked on me for 75 minutes, and that I was tipping for the service that I did receive. She then says "Well how much are you going to tip her??"....I said "I'm not sure, but how does that matter to you?" Then she says "well, I'd rather you pay that money towards this bill rather than give it to her"...!!!! So she's telling me, flat out, not to tip my therapist who worked very hard on giving me a great massage for 75 minutes, but to pay my bill in full. I explained to her that paying the spa for the service and tipping my therapist are two completely different things. I explained that when I go to a restaurant I pay the bill for the items I ate on the menu (which largely goes to the restaurant), and I tip my waitor for his service, which are separate things. She didn't agree with my thinking. She proceeded to tell me that the very reason my massage was shorter than it should have been was my therapist's fault, and therefore she didn't deserve the tip, and it should have instead been paid to the spa. I told her that I wasn't going to tip her on the full $110 massage, but according to what I did receive, just like I was paying the spa bill according to what I received. The lady began to argue with me that because she would have to pay the therapist less for my massage because I paid the spa less, the therapist would argue with the manager and say "well the client had tipped me, so why are you paying me less?". I couldn't believe the irrational, greedy, logic of this woman. I got a 75 minute massage, which I was going to pay the salon for, and tip the therapist accordingly. She could then pay the therapist her portion of the bill pro-rata. I don't know how she could be so inflexible as to not understand the idea of "pro-rata" charges and payment. Unbelievable! I'm still in shock by the whole conversation. I am new to the area, and a very frequent massage -goer. But I will never again return to this spa. I don't care how good their services are...the management is horrendous, incompetent, and greedy.
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