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| - Think twice before booking an appointment here. This place is a dreadful example of taking a chance on a place without Yelp reviews. Bad news. I mistakenly assumed that the Yorkville location would mean a cut above average, but what I got was quite possibly the worst facial treatment ever.
Not only did the esthetician Anna fail to examine my skin in any way before, during, or after treatment, she didn't even read my health information sheet until I asked her to. She finally acknowledged that I had sensitive skin, but she proceeded to apply products to my face with little regard to reaction or the effect of what she was doing. She rudely dismissed my concerns by noting that she would use products for sensitive skin, but still she neglected to look at my skin under proper lighting conditions. The room was very dimly lit, so she didn't seem to notice when she had my hair mixed in with the products she was applying. Finally I asked her to remove the disposable plastic shower cap because it wasn't working to prevent this from occurring.
When I asked Anna to tell me what she was doing as she applied products, she seemed annoyed and muttered her plans for the session, but didn't seem interested in having me know what she was doing as she worked. Afterward my skin was red and very uncomfortable, but Anna was nowhere to be found when I changed and left the room. When I expressed my concerns to Karla (the receptionist), she advised me that she had no policy to follow regarding complaints. She said she had only started 6 weeks ago - "We never get complaints so we've never had a policy".
Really? If my experience was this bad, chances are that it's not the first time. I understand Anna has worked at the spa for nearly 15 years, yet she seems very uncomfortable answering client questions or concerns.
By the time I finally reached Heather MacKay, the Spa Director (after several phone calls), she informed me that she would "talk to Anna" about it. That's it. Later I was informed that "with Anna's extensive experience as an Esthetician, she was able to analyze your skin in a professional manner to determine the most suitable treatment for your particular skin care needs."
Yes - that's it. Apparently Heather didn't understand the concept of "Customer Complaint" with this response: "I can only hope that should you decide to visit us again your experience will be more enjoyable. I would be happy to book you with one of our other highly experienced estheticians."
I wrote a formal complaint to several members of the hotel management - one of whom offered me a discount if I returned. While I appreciate the response, I am troubled by the fact the problem escalated to this level in the first place.
At the very least, I'm grateful I didn't pay full price for this experience, since I had a voucher. I cannot fathom how the spa retains or attracts clients at this rate - for this ultimately below-par level of service.
I can tell you that my spa experience at The Hazelton was far more pleasant and accommodating than what I went through here. It's a shame things turned out that way.
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