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  • Called the GVR spa to make an appointment for my 30th birthday for a massage service and facial, about $300 in services. When making the appointment I was informed that I couldn't use my locals discount because the massage I picked wasn't covered. I then went back to the main website and noticed that the verbiage clearly stated 20% off services on Friday and that this discount can help with doing a second service or even upgrading to a better service. Which was exactly what I was doing! I was bummed as I had based my decision after a few hours of research on that locals discount. I explained to the girl I was speaking with that online it never mentioned anywhere that this was only on certain services under their "we love locals" section of the website. She said that it was not on that portion of the website but unfortunately she couldn't honor it. She then spoke with her manager Caitlyn Applegate who said that she would not honor the locals discount regardless of what was stated online and that she completely agreed with the verbiage stated online. Even though it completely contradicts with what was being advertised! But she would give me a different massage that was the exact same price as the massage I wanted for a discounted price, which I thought was really strange. Why give a discount on a massage that's the exact same price but not on the one I wanted?I was then transferred to the manager Caitlyn Applegate and she was immediately on the defensive. Her comments were rude and definitely not the type of customer service I would expect from someone who is working at a spa that charges 200 a treatment. She also ended the conversation laughing saying "hope you have a wonderful Valentine's Day" in the most contradicting tone. She had the opportunity to really create a wow customer service experience and impress a local client that frequently uses spa services. As well as make someone extremely happy on their birthday. Instead she had a sour attitude and has created what could have been a loyal guest into someone who will never think to use their services again. It's a shame!
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