I am a Santa Monica resident and stay at the Fairmont Hotel whenever I'm back in town for business/pleasure. I had the WORST experience at Exhale yesterday. I booked an appt for acupressure at 5:30pm. Bonnie, the girl at the desk, booked me for acupuncture even though I SPECIFICALLY told her I'm NOT getting acupuncture only acupressure THREE TIMES! I gave birth to triplets 2 months ago so I know exactly what I need - an acupressure massage for my aching back. Not only did exhale screw up my appt, there was no therapist available for a massage for another 2 hours! I was given a mere 25% discount for my NEXT visit by the manager Julianne. That was NOT good enough for wasting 2 hours of my time waiting at the spa for a massage I never got. I am a Centurion American Express member and am COMPLETELY DISAPPOINTED by the service. I would've expected a complimentary 1hr massage for the next visit given it was Bonnie's fault for not knowing the difference between acupuncture & acupressure. She needs to do her due diligence before she drives more customers away and loses more business for the spa. Again, I told her THREE times I wanted acupressure NOT acupuncture. Where was the confusion??? I plan to leave a negative review on tripadvisor, yelp & Centurion travel services at American express. The spa needs updating anyway - broken lights in ladies changing room, sauna was broken for 2 weeks, dilapidated bathrooms - WORST spa experience ever. Customer service was horrendous. I'll be sure never to go back to Exhale Santa Monica. This was the second bad experience. The other was when i booked a massage 5 years ago the sick therapist was coughing & sneezing while giving me a massage in enclosed quarters. I was so upset that exhale would still allow sick therapists to work on their customers. I had surgery the next day and thankfully didn't catch the therapist's virus!
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