A group of 6 girls went to the spa as part of a bachelorette weekend get-a-way. I had been planning everything with Hailey for over a month and was so sure we were going to have a great time. We arrived at the spa and 5 of the girls were supposed to have a 10 AM start time and I started at 11. When I got back at 11, I found out that another girl's start time was 11 as well, which was not on the schedule Hailey sent to me. When she asked Hailey about it, she was told that whoever gave her the scheudle (aka myself) was wrong and she would have to wait until 11 for her treatments. She had her facial and was waiting for her massage. She realized when we all got back and were ready for lunch that she should have been called back already. Then we found out that the massage therapist took the wrong person. By that time it was noon and our lunch had been waiting on the terrace for who knows how long so she was not able to get a massage. While we were eating our lunch outside in the cold (never given an option to eat inside or offered anything to drink), Hailey came out and explained what happened and blamed it on everyone else. There was no sincere apology or any offer to comp or discount her treatments. They offered to schedule her for a massage after lunch but we had plans so she was not able to get the massage. In the end, they gave her a small discount on her facial but it was a frustrating experience and made it difficult for us to relax.
As for my treatment, I had a swedish massage and it was the worst I have ever had. The therapists hands were rough and his nails weren't trimmed. I almost always fall asleep during massages and I couldn't get relaxed at all. It was very disappointing.
I would stay at Lakeway again but I will definitely be going to another spa where the employees understand customer service.
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