nikoletta tarkan
April 27, 2018 08:40
I never write reviews, but am compelled to do so after what I deem the most horrible spa experience. I was visiting NYC to celebrate my 40th birthday with family and friends. You can imagine how thrilled I was when my sister in law presented me with a gift certificate to Exhale. As a mom of 3 young children, I am more than happy to indulge in some rare relaxation. I arrived at the spa 20 min ahead of my appointment. When I checked in, I was given some paperwork to fill out and then return once complete. I was also asked if I had been to the spa before, to which I clearly responded "No." The check in person simply nodded. I was a little puzzled by the lack of warm reception and lack of tour but I figured this was par for the course as the check in area was very busy and filled with a large crowd (? a barre class that had recently finished their class). It was noisy, busy and it made me wonder if this was truly a spa. Certainly not like any other spa I have ever checked in to. I returned my completed paperwork after 10 min and was barely given any acknowledgement. I sat in the entrance on their round bench for the next 30 min, wondering why I the massage therapist was running so late. At this point, I was the only person left in the reception area and was seated in front of the check in desk. I sat facing the desk for 30 min and could not have been missed. I eventually went up to the desk and asked how much longer the massage therapist would be. The woman looked completely shocked that I was there and said "The massage therapist has been looking everywhere for you." Huh? I completed my paperwork and had been sitting there for the past 30 min facing the desk. I couldn't be more visible unless I had a neon sign over my head. The massage therapist promptly came out and said "I'm sorry, but I have to take 30 min off of your massage because you were late." Excuse me???!!! I arrived 20 min early. She then explained that I would not be charged the full amount for a massage. I responded by telling her that I didn't care for the charge as this was a gift certificate. She told me "Well, then this will benefit the gift giver." I was absolutely floored. It was suggested that "maybe you return at a later date or later time." Sorry, but as a busy working mom of three young children, I don't have the luxury of returning on a whim. Never, ever ever have I received such dismissive and unapologetic service. I promptly left and never received any services. I had to take a 30 min walk back to my hotel in 7 degree weather as I couldn't find a cab on such a cold, January day. Brutal. Save your money and your time and go to a spa that is professional and leaves you feeling relaxed, not fuming. Also, I have to comment that the check in area has an awful atmosphere--unless your looking for the feel of grand central station in a spa. Based on other reviews of the spa, I can see I am not the only customer to deal with such unprofessional, uncaring staff. HORRIBLE!!!!!!!!!!!!!!!!!!!!