4.5 stars for services, amenities, etc.\n2 stars for customer service\n\nAnd when you're a spa (and all you do is provide services), can you really afford to have less than stellar people interfacing with your customers? Methinks not.\n\nMy first impression of this spa was very, very bad. My friends and I decided to make appointments here day-of, knowing that it could be tricky. I called, and was pleasantly surprised when they could fit us in for 2 massages at 3:00, and a facial at 2:00. I hung up the phone, quite happy, but after a brief discussion, my friend who was doing the facial decided she'd rather do a different service at 3:00, so I called back to see what was available. \n\nTHAT'S when I found out what the first girl failed to tell me: you have to cancel your appointments at least 4 hours in advance. Considering the fact that I didn't make my reservations until 2 hours in advance, I was shocked that I hadn't been informed of this up-front. I did my very best to explain that NO ONE HAD TOLD ME THIS, but the guy on the phone took a robot-like approach of repeating, \"I'm sorry, I cannot change or move your reservation,\" and told me they'd charge me a fee if I cancelled (as if I hadn't JUST made this reservation 10 minutes ago and was costing them business). He said it at least 5 times, after each of my (increasingly frustrated) objections, until finally I asked to speak to his supervisor. After no less than 10 minutes of hold music, he comes back on, and sweetly tells me that they've moved the facial to 3:00. \n\nHuh?\n\nWhy couldn't they have just scheduled the facial at 3:00 to begin with (they originally quoted me times of 2:00 and 4:00)? I think it's very sad that apparently management has not empowered their associates to handle their customers in a more efficient and professional manner. Very sad. \n\nHowever, I DID get my way in the end (after some mild tension and panic), and once we arrived at the spa, we enjoyed ourselves thoroughly. The amenities were lovely (albeit not extensive), and my Swedish massage was wonderful...one of the better I've had in Vegas, for sure. They were perfectly nice once we got there, so I'm not sure what the disconnect is between the people that answer the phone and the individuals that actually work at the spa, but they need to figure it out. And fast, before they seriously begin losing business.
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