This is to the people complaining about the 20% gratuity. I don't work there but at another luxury spa & we call it service charges & it's actually what we, the therapists get paid, well 17% of the 20%. ie your service is $100 plus 20% well spa gets the price you see $100, 17% goes to your therapist, 2% pays locker attendees & front desk, 1% goes towards our continuing education...just saying