Reviews

Review Details

• Review fromS. D.

  Date: 04/06/2024

  2 stars
  I made an appointment for a specific service the day before the service was done. I was clear as to what I wanted and was told it wouldn't be a problem to accommodate me. The next day the esthetician working with me recommended a different service. I said I'd rather stick with mine and then I was told that there's no time for that. She pressured me to add an additional service that she was recommending. My total bill was $270 after taxes. The service I should have gotten would have been $195 plus tax. I didn't get what I wanted and then when I complained to the staff they said they would take my information and give it to the manager. The manager never got back to me. I called a week later & finally the manager called me back that day. It took me 10 minutes to try to explain to her what I was complaining about. She challenged me on a lot of things before she allowed herself to listen to what I was actually saying. After 10 minutes of trying different explanations she finally understand, it clicked in her head that I did not originally choose the service that I received but only because the other service I wanted was denied to me, did I therefore take the service that was offered. I was afraid if I had declined that they would charge me a late or no show fee because it's last minute for me to pull out, that's why I felt pressured. If they had promised me I wouldn't be charged any penalty then I would've cancelled and rescheduled what I actually wanted at a later date. (The manager did not get back to me after the staff told me that they would inform her of what had happened. I waited for a week then phoned back to ask that the manager to address my issue). She returned my call that day and offered me a discount of the service that I actually wanted-$50 off of a nearly $200 service. I decided not to do this as it would just mean spending a lot more money. I was also being pressured to keep my original esthetician for this next service. The one I didn't like Shannon.

  Damara Day Spa

  Date: 09/06/2024

  The guest called to book for the *********** Deluxe 90min Treatment $195.   Our Front Desk Spa Coordinator, when booking the service, indicated to the guest that at the specific time the guest wanted (to be with her friend having a massage), the booking could not be accommodated. It was suggested to book an undecided facial that will allocate for a 75min service given the opportunity to the therapist to indicate a facial suited to your skin type and condition.The guest accepted and the booking was confirmed. 

  
  

  At the time of the consultation, the guest asked again for the 90min treatment to what the therapist indicated it was not possible to have it because she had another service right afterwards.She recommended a service plus and add-on to which the guest accepted (valued at $180+$60).

  
  

  At the check-out the guest’s friend requested the services of her friend, to be free, arguing it was not done the service she wanted. The services ended up being paid.
  
  The owner, in the phone conversation with the guest, considering her desire to have the deluxe treatment, offered a complimentary upgrade from an Essential Facial ($140) to the Deluxe treatment ($195) to what the guest seemed to be pleased. It was recommended same therapist, being her a very skilled and experienced esthetician that would have been glad to provide that complimentary upgrade to the guest but under no circumstances the upgrade was conditioned to have such esthetician.  
  
  
  
  Our booking system has an audit log to tracks all entries done to a booking.  After management checked those entries, it was confirmed the booking was done for a 75min facial, considering also by the audit log the therapist already had another treatment right afterward and there was no time for a 90min service.

  
  
  

  S. D.

  Date: 09/06/2024

  To be specific I simply wanted my appointment to be in the afternoon near to my friend's appointment not at the same time. I realized my treatment would be longer as hers was just a manicure. We would spend time together later after our treatments, that was our plan. The point is I requested a specific treatment on the phone. The receptionist could have told me on the phone she did not have time to do that particular treatment. This was my original point. I wanted to pull out from the treatment that I was in but I was afraid of getting financially penalized. Had I been told on the phone that it was just a 75 minute availability only then I would have arranged for something on another day. My friend and I wouldn't book at all at your place we would go somewhere else together. We had been trying to find another place where we could book near each other's time frame. Please note: There was another place that was an option for both of us. When I spoke to your manager later on to discuss my disappointment and she pitched another offer to make up for the air, I was polite with her, but I was not willing to spend so much more money to get the correct treatment that I originally wanted and I made it clear that this is a problem for me. I did not say that I would agree to take the offer 100% I said that I might give a critique on ****** after thinking about it. And that's what I did. I thought about it.