On my third visit here, I invited a friend from San Francisco to schedule a manicure with me. When we approached to pay, the manager rejected the $15 referral rate as well as the use of my WaySpa credits again. I was very embarrassed that my friend had to witness this unprofessionalism. The WaySpa certificates were accepted on my first visit and I had a remaining balance which I was allowed to use up confirmed by telephone on my second visit. After everything including the impoliteness from business to clients cleared up, my friend shared that she was so disappointed in the outcome of her nails. I noticed that the temporary “technician”, who replaced the full-time technician on vacation, could not hold the nail polish bottle properly or apply the colour on smoothly. She remarked that she could have done a better job by herself. I began seeing Restore and Replenish as less of a spa.
On my fourth visit, I invited a goodl friend for a massage. One of the staff members shared how she felt so sorry for me and how I’ve been treated at the spa since day one. The first two visits were not promising, but I am an organic supporter and wanted to show my support. Again the manager refused the WaySpa certificates which is clearly placed throughout the spa and made a very dramatic scene when I approached to use up my balance. I would like to add this was during a time where she had WaySpa welcomed throughout the spa and a TripAdvisor logo on her door, when she was not registered on TripAdvisor.
There is so much tension at the spa and a lack of communication. The manager would yell out to her staff while they were conducting manicures and pedicures about reservations, why a client has not arrived and etc. For a couple of months, she would conduct her conversations about her frustrations on her credit/debit card machine. It made the atmosphere very uncomfortable and she would interrupt the conversations clients and with their aestheticians/technicians.
