The Hide Away Spa

As I was waiting for a massage, a man (who I later found out was the owner) told me that AC workers were on the roof and that he hopes it wouldn't interrupt my massage. Since this was for my wedding, I had no way to reschedule and was assured they would be gone shortly.

Well, all I heard during my massage was banging, drilling, and men yelling right outside my door and on the roof. I could not focus on relaxing, not even for 5 minutes, without someone banging or causing a disruption above me. The workers were RIGHT OUTSIDE my door talking in Spanish and leaning RIGHT up against the door, which made me scared they were going to come inside. I even heard the doorknob jiggle. I was completely nude and hearing strange men right outside my door was extremely uncomfortable.

When I left the massage room, I was obviously upset and crying. The front desk lady tried to charge me full price, and only took off a measly $12 after I (through tears), let her know that I didn't think I should have to pay for the massage. I started sobbing in my car and called back again on my way home, again asking if there was anything else they could do. Of course they didn't do anything.

I sent the owner an email explaining what happened and asking him to credit the massage back to the gift card on file and he refused, because I "had already received a discount" of $12. After several correspondences, he told me that he would no longer be responding to me and that my opinions were not valid because no one else complained. At 11am on a Thursday. I guess they need several complaints piled up at once before they determine that someone's concerns are valid?

I felt so taken advantage of, vulnerable, and exposed. These money hungry folks refuse to credit back the cost of a massage to a 5x repeat customer because of a horrible experience and just give defenses about how great they are instead of actually making it right with their customers.

I should start out by saying the staff, with the exception of the front desk staff, is amazing. I had a facial from April, massage from Danielle, pedicure (I didn't catch her name), and hair cut by Kristen. They were all nice and very helpful. Danielle was by far my favorite. Very knowledgeable and great at what she does. If you need a massage, book her and you'll be in good hands, literally.



I should have left today on cloud 9, but instead have been irritated all day about being overcharged. I booked my massage and called to ask if I could schedule a haircut at the end. There is an online price listed for a men's trim, but women's cuts also have a shampoo and styling for $35. I called to ask if I could just get the trim and not the others, and was told yes. It is supposed to be 60 minutes for the shampoo, trim and styling and I was told just the trim only would be about 20 minutes. That was all the time I had, so I was happy about it.



Low and behold, not BEFORE the service, but only after was I informed I would be charged the full amount. The front desk lady was very rude and could tell I was upset at this. She made no effort to make me happy and ensure I was a repeat customer by adjusting the price for services I had not received anyway. They didn't have to perform the additional services, and I was also only there one fourth of the time for the whole service, so I was not taking business time or additional supplies. There was no justification to still charge me for additional services when I only wanted and only received one.



This was my second time at the spa and unfortunately, will be my last. It's a shame because I would have loved more massages with Danielle and facials by April, but left with such a bad taste in my mouth, I will never return. Even adjusting my hair service price by $10 would have ensured hundreds of dollars of repeat business from me. I guess the front desk lady didn't see it that way, and the full $35 was worth enough to lose a customer, in her opinion.

Average massage, poor customer service.

I have since invited all my girlfriends to share in this indulgence...I feel wonderful leaving here