I have attended a lot of spas over the years and I would rate this experience average. The massage and scrub I got were good but the room insulation was poor and I was afflicted with outside noise and constrctuion. Buildings are close together in Key West so I am not sure what they could do about it, but it diminished my experience. I received a gift certificate to go there so I booked some things I would not normally get done and spent over what the GC was for. When I went to pay the bill, it seemed more than what I was told it was, and they ended up asking me for even more. It was a miscommunication but not handled very well and left me feeling angry and completely negated the calming experience of the treatment. I have found another spa that I like and have asked for GC's from there from now on.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 7, 2012
The most important things to us here at Prana Spa is that our customers are well taken care of, before, during and after their time with us.
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It truly pains us to see this review of our spa, and to have this customer have left feeling that she had anything less then a great experience, and for that we are very sorry.
We take this review very seriously, and when responding we look at a few things, namely:
What happened, what could we have done differently, and what, if anything, can we do to remedy the situation.
I am one of the owners of Prana Spa, and I was not there the day of this reviewers visit.
I did speak with our manager, and she is aware of everything that occurred, including when client made her appointment on the phone, and her time here at the spa.
We have our clients best interest at the top of our list at all times, and we are very prepared to do whatever we need to do to assure the our guests are always listened to, that they are offered any resolutions possible, and treated with kindness and respect.
After hearing the facts in this situation, I have to say that I am a bit surprised to have received this review.
Please let me explain the situation as we understand it.
When the appointment was made, “reddsky” said that she had a gift certificate that was not going to be enough to cover her services, and that she would be paying the difference.
She asked our manager the prices of two of our services, and 60 and 90 minute Prana Glow, and opted for the longer session saying to our manager that she decided to go ahead and treat herself.
The price had been discussed, and the appointment made.
On the day of her services,when it came time to check out, the amount that was discussed was requested, but it seems as if “reddsky” had thought that she would be paying the amount for the 60 minute session.
We truly are very sorry if there was a misunderstanding.
However, our manager clearly recalls that the prices for her services were discussed, and chosen by the client.
We are very surprised to read in this review that she wrote “ the bill was more then we had told her, and then we asked her for even more”
The exact quote from our manager to mysef was that ”everything went smoothly and politely, and that she was happy with her services and tipped well, there was no fuss”
As a side not, we recently completed some very effective soundproofing to our space, and we are very happy with the results.
We do hope that after reading this that “reddsky” will know how much this does matter to us, and that since she did enjoy her services, that she will put any misunderstandings aside, and come in for another visit.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.