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| - Customer relations/service has not been this locations strong suit when I've worked with them.
Booked massages for my girlfriend and I as we had certificates expiring soon. We already had a free aromatherapy on our accounts from a previous scheduling conflict (we showed up and they didn't have the therapists to accommodate what we'd asked for so we couldn't get massages) we both asked for light to medium pressure and female masseuses. We were told the names of our therapists and I was told mine would be Tristan and that instead of the aroma therapy, they would give us each an additional half hour on our massages.
When we get there we fill out the paperwork and my girlfriend goes back and when they come to get me they tell me that my therapist will be Jeremy and I politely tell them that I had asked for a female masseuse and they looked at their screens and confirmed that I wanted medium to hard pressure. I told them I did not, and that i told them when I booked the appointment that I wanted light to medium pressure.
The girl at the desk turned around to the gentleman whose name tag read "Jeremy" and she asked him, "can you do light to medium pressure?" and he responded with "probably, I can try" giving off the impression he'd never been asked to do light pressure before. I was asked to take a seat and eventually they came over to talk to me about having a gentleman named Alan do my massage. Feeling like my options were to have Alan do my massage or to not get one and risk my certificate expiring, I said that I would have Alan do it.
By the time we got back there is was easily 10 minutes after the hour but the massage that Alan gave was good, however, he was constantly sniffling and had at least 3 times where he would cough and have it sound like he more than likely was sick or developing an illness. He kept telling me to focus on the music and relax, which was difficult to do when you have constant sniffling interrupting any relaxation.
The only other issue I had with the massage was when he was moving my arms and legs around, if i wasn't completely relaxed, he would almost scold/correct me "No no no, just relax". Making someone feel like they are doing something wrong in a massage is the wrong way to help them relax.
He told me when it was 4:25, which i would understand that in a normal situation but given that I was started 10 minutes late due to the front desk and the 5 minutes to get dressed, definitely felt short changed.
When I came out of the massage, my girlfriend was still in her massage. The front desk asked how mine was, and not wanting to create any issue i told them it was good. I was then questioned on why it was only good, to the point that i felt like i had to correct myself just to stop the interrogation. I told them a little about the situation and they asked if i would be willing to come in again to give them another chance and I said yes but nothing was said after that about it.
Customer service and telling the customer accurate info and getting in touch with them if it changes needs a ton of work.
Massage was good, could have been better.
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