3000BC

Dear [redacted], We sincerely apologize that you were so unhappy with your service on Saturday, April 2nd.After getting more information from all of our staff, I want to apologize for some misinformation that was given to you that caused some of this confusion. Our services are in fact, are 50...

minutes as stated in our brochure and our website. We do our very best to make sure that our guest receive their full 50 minute services, but there are certain circumstances beyond our control that do not allow us that opportunity. We do notify clients of our early arrival policy in several ways; 1. by phone when booking 2. The Booking email notification that is automatically sent when appointment has been booked. 3. The Confirmation email that is sent 48 hours prior to appointment date. 4. It is listed on our website."Early Arrival: To ensure you receive the maximum benefits of your service, we ask that you kindly arrive 20 minutes prior to the start of any spa treatment. A late arrival may require a shortened or rescheduled service.” With talking to the front desk staff and also the massage therapist, it seems that you arrived approximately 12:07. So, unfortunately, by the time the therapist was informed that you had arrived and was able to get you upstairs and ready to begin your treatment, it was approx. 12:15. Your therapist did have another client that was scheduled at 1pm, so she was not able to give you your full 50 minutes that you had paid for. With regards to the front desk receptionist stating that the 10 minutes was for our guest to shower, I am unsure as to where she received this misinformation, but that is clearly not true, and sincerely apologize for that. Due to the misinformation that was given to you by our front desk receptionist, we would be happy to refund you the $21 that you requested. Again, please accept our sincere apologies for any confusion that we may have caused.Sincerely,Amie S.General Manager