What a disppointment! I went with friends for a spa getaway weekend to celebrate my friend's birthday. From the minute we stepped into Annapolis Day Spa, we should have known how poorly managed this spa is. We arrived the requested 15 minutes early for our appointments so we could fill out paperwork. We waited and waited...finally 15 minutes after our scheduled appointment time, I went into my massage room. My 30-minute massage was great, but my 30-minute facial was 15 minutes...too fast and certainly not worth the money. Additionally, my "Girls Just Wanna Have Fun" package was supposed to include wine and cheese. It was advertised in their brochure and on the website. However, they were out. After my friends and I compared stories, we called the spa to complain. Management was out for the day. After talking with staff members, we decided it was best to further our discussion with the owner.
The following morning, my friend called the owner of the spa...who, in a nutshell, didn't give her the time of day. The owner said she couldn't compensate us and had excuses for each complaint we had. For instance, wine and cheese isn't always offered. They offer whatever is on hand that day. (For the record, they had leftover Valentine cookies and water; even that wasn't offered to me.) It was clear from her poor excuses that the mismanagement at this spa was clearly the result of the owner's lack of business skills. It's amazing this woman is a business owner and I will never recommend this spa or go back to this spa again. I feel sorry for her employees, who are left to defend themselves instead of being guided by an operations manager.
Hours later, after we told the owner we were going to complain to the Better Business Bureau, the owner refunded me my money. My suggestion is this: from the get-go the customer is right and the owner should value each customer. Reputations are priceless!!!
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