I made an appointment for my wife to have a massage and facial. When she showed up 10 minutes early, nobody could locate the massage therapist. This wasn't They're a problem until 20 minutes later. The receptionist called, unsuccessfully, 25 minutes after her appointment was scheduled. She waited for a half hour while they offered the full price facial if she waited a scant 30 extra minutes (bringing her time in the lobby to 65 minutes, for those counting at home). Never at any point was any real apology issued or anything done to rectify the situation. We had left early from Eugene so my wife could relax and have a day away from the kid. What we got was a half hearted sorry and a ruined day. I don't expect free stuff or to have the staff beg for forgiveness, but even ANY attempt to fix things or offer to reschedule would be enough to deter me from scribbling this novel on the page. I find it hard to believe that a business could be so poorly run.
My husband set up an appointment for me to have a facial and massage while we were visiting from Seattle. My appointment was confirmed after the staff called him the day before, and we made sure to get up early for the drive. We arrived about a half an hour early, I went in about 15 min. before my appt and was told the massage therapist was out at lunch and they didn't know where she was. No biggie, I was early. 45 min later they still couldn't locate her, and instead of starting my facial I was made to sit in the corner of the salon waiting and being ignored by staff. Another woman arrived for her appt that was at the same time as mine, but they decided to start her facial first while I still waited. Eventually I was told I could at least get the facial, but I'd have to wait another half an hour!!!! I was issued a half hearted oh sorry and told the massage therapist probably didn't realize she had an appointment, so I left because I'd rather spend my time with my 2 year old and husband. Being a stay at home mother I rarely get time to pamper myself, so this was a huge disappointment to me and made my husband feel terrible that all his planning went to nothing. At no point during my waiting did I feel welcome there, no one looked at me or talked to me. On the bright side I'm really glad I didn't spend any of my money there, I had plans of buying many skin care products as well as make up, perhaps I didn't look like I had enough money seeing as how I had just driven hours to get there. I'll never be back to Bend, and I will take my business to Seattle spa's where I won't be treated like a burden and my appointment will be remembered... This was the worst experience I have ever had in a business!