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| - I treated my mom and myself to Sea Pearl Facials, Bottoms Up Pedicures, and Luxury Manicures on April 1st, 2014, at the Spa. I have lived in the Ballantyne area for years; however, this was my first visit to the Spa at Ballantyne. Overall, we were very satisfied with every service we received. We were welcomed and had a full tour of the facilities upon arrival.
I personally had Leigh for my facial, and she was amazing. She talked with me at length about my skin type, the products that would work well, and the experience was incredibly relaxing. I have had facials before, but this is the best one I've ever had. My mom was equally satisfied with her service, and said she could have stayed on the table forever.
I had Choyoung for my bottoms up pedicure and luxury manicure. She was an expert, and sought to ensure comfort at every step! My mom and I had these together, and it was a great experience - relaxing, refreshing, and lots of good chatter. We had a beautiful view of the golf course, and were sipping complimentary Pomegranate Martinis during these services. I have not been doing a mani/pedi on a regular basis, but am considering adding this on a monthly basis. Choyoung was very welcoming, friendly, and efficient.
The only part of our day that really irritated me was our checkout. After gathering our things from the locker room, we came back up to check out. My mother went into the shop to browse while I waited to pay. There was one customer at the desk actively engaged in a conversation with the man behind the desk. There was a woman behind the desk also, not participating in the discussion, but seemed like she was politely listening.
She clearly saw us walk up, and my mother go into the shop. I stood there for a bit, expecting that since the other customer was actively engaged in conversation with the other staff member, she would respond but did not. I almost said 'excuse me', but given I do customer service for a living as well, I wanted to see how long she would ignore me. I continued to stand there, and finally she (Lindsey) greeted me. I must say she was the most cold and rude person I encountered at the Spa. She presented me with the itemized bill before charging my card with $700 in services and a forced 20% gratuity (I normally tip 20% and would have anyway, but it's nice for the customer to have that choice), and then focused back on the previous conversation while she was printing receipts. It was almost as if I was a bother to her. After I received my receipt, I started to walk into the shop, and I heard her greet the person behind me with a totally different attitude.
After the fantastic service received from all of their services staff throughout the day, it was not something I expected at the end. It goes to show you that a borderline rude customer experience at the end can ruin the entire impression of a business. Additionally, I sent this feedback in e-mail to the Spa, and heard absolutely nothing from them...not even a 'sorry'.
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