TOOOOOO Expensive

Came here for a bachelorette party. Will NEVER go again. Service was ok and ambience was good but the price was SO expensive and totally not worth it. They even try to sell you skincare products at the end and I would rather spend my money on brands I've heard of.

I have to give this spa a mediocre rating because while it's beautiful and has great potential to be a wonderful experience, the service is sorely lacking. I went for a one hour Swedish massage on Saturday and went from being a bit disappointed to angry about the whole experience.

When I arrived, they showed me where to change and leave my things. They mentioned a form I was to fill out, but I was never provided with one. Neither were a number of the other guests so we all ended up hurrying to fill out the forms while our therapists waited and the clock was ticking on our appointments.

I had booked a one hour Swedish massage, which is supposed to be a full body massage but I only got my upper back and neck done. I'm assuming this happened because when I met the RMT, he asked if I had any areas that were bothering me. I told him I had issues with my neck and showed him where. What I didn't realize is that he was going to spend the whole time only working on my sore areas and ignore everything else completely. I kept waiting for the massage to carry on to the rest of my body, but that never happened.

When I was paying for my service, I asked the front desk how this was normally supposed to work. The girl at the front desk said it should have been a whole body massage. I said that wasn't the case for me and that while I can appreciate the effort the masseuse took for my sore areas, I would have preferred to have been given the choice of full body or only doing one area. I just said I thought it was important to communicate to someone if they aren't going to receive the service the way it was booked. Though I didn't ask her to, she immediately went off to get the Spa Director, who declined to come and speak to me. Another staff member who was standing at the desk and overheard offered me a 20% discount, but the original staff member told her not to give me the discount because the Spa Director was going to "investigate" and call me back. That was 2 days ago and I haven't heard a peep.

I left feeling angry at the way it was handled. They made me feel like I was the problem. Offering a discount and then reneging it is worse than not offering anything at all. The Spa Director failing to follow up is even worse.

For a spa of that caliber I would expect much more professionalism than the way this was handled. On another note, the one toilet in the change room doesn't flush. Guests are invited to use the staff washroom with the utility room down the hall. Nice.

I will update my review when/if I hear back from the Spa Director. I am still hopeful they will redeem themselves. It really is a lovely spot.