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| - Today is Valentine's Day and I thought I'd pamper myself with a massage as life has been stressful lately. 'For the past week I've also had a cold. I got up excited and prepared for my my massage thinking it was at 2:30PM. The weather was so amazing for my walk with the dog before my appt. and I was just feeling very blissful. It's abit of a round about in driving to get to the spa and when I got to my anticipated parking the lot was full. I circled around three times with parking everywhere simply marked "private parking, 'will tow if unauthorized" and as my dog was in the vehicle while I'd be in the spa I started to feel stressed. I finally parked somewhat illegally near the entrance with a note by the windshield indicating where I'd be if there was issue.
When I got to the reception I was immediately told rather accusatorily that my appt. was actually at 2PM. My appt. would be "docked" for the time I was late. I had been at the spa once before when I was aware I was actually running late and they had made sure to "dock" me then. The use of that word just made me suddenly feel very angry. This was my special time and now I was being told to "hurry up and get ready" , I might as well make the best of the time I had left! The receptionist left to get the mgr. who, without any empathy for what had obviously been a slip in attentiveness for me in noting the time of my appt, simply told me what the receptionist had just finished saying, "to make use of the time left as they were going to charge me the full rate whatever I decided to do." If there had been any empathy on any staff member's part about their being sorry I was missing my special time, 'that they'd make me a special tea, 'that I'd really enjoy a long sauna after to make up for it, anything positive and reassuring it would have reframed the moment of upset for me immediately, 'however this was just about "we've already got your credit card info, 'you're getting charged, you've inconvenienced our perfect punctual selves and so I just stormed out. The last time I was there for the "docked" facial which was actually very nice I went to the reception to pay later and had to wait for a good half hour while they tried every one of my credit and debit cards initially making me feel like my credit cards were being rejected till they finally realized their system was down. I did not complain then however I guess their time is far more valuable than mine.
This experience really was a disappointment on a day where I had set myself up to have an awesome relaxing experience. I think that Riverside Spa should clearly mark where the "overflow parking" is with proper signage so you don't stress getting in for starters. I think that when people do come in late you can still make them feel great and welcome and focus on the positive without dwelling on the obvious as the majority of people do not want to be late, 'we are rushing around all day trying to do our best and mistakes happen, 'that is why we are usually visiting a spa, 'to decompress a little.
I know the interior of the spa is beautiful, 'the products top notch, I have no idea how my massage might have went however I lost my appetite to try as the initial presentation upset me so. I guess in the end everyone loses if you hold to grudges so leaving quickly let me let go of my negative emotions about the greeting I received at Riverside Spa and get back to work at rediscovering the magical way I had felt before arriving. A "spa experience" should start when you walk in the door and that didn't happen for me today here.
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