The Spa of Cool Springs

11/15/09

Respond to Review

by thespaofcoolsprings at Citysearch

Thank you for opportunity to respond to Kasey's comments regarding her experience at our spa. The promotion clearly states that the certificate must be presented when check in, every other Groupon customer has provided the coupon, like indicated on the actual coupon, and we have honored it. The key to this situation is that the printed certificate was not brought to the appointment. The only way the staff can verify is with the certificate, giving the number to the certificate does not replace the actual certificate. That is why the rules are listed on the promotion to avoid situations like this.

Prior to offering the promotion, a Groupon representative and I worked out the details. We strived to keep it simple and not confusing. The promotion has four steps: Print it, Call the spa, give number and Present the certificate prior to service. We did not mean for this to be confusing or hard.

I have spoken to six clients and employees regarding the situation and viewed the cash register video to address your concerns. First, your friend never indicated to the therapist or on paper that she had a migraine. She did indicate that this was her first massage and she was very nervous and anxious over the massage and could not relax, she ended the session. You indicated to the therapist that it was the best massage and you would do another hot stone massage. The clients I called had bits and pieces regarding what they observed. The conclusion was that you did not like what the policy was and felt it wasn't right.

The front staff explained the policy regarding the promotion in four different ways to get you to understand the position of the spa. The reason it was written on the certificate is to avoid any confusion. I am sorry that the certificate and promotion was confusing to you and your friend. I realize that you were very frustrated with the front staff but they were doing their job. I really don't know any other establishment doing the promotion not expecting a form of proof of payment. Per my email to you, I stated that once you showed proof, I would refund the amount you paid. I have taken care of that as promised once you sent the information. You and your friend were not charged the full amount as stated; you were charged $59.00 versus $105.00 as the staff was trying to appease you.

I am sorry that you felt this policy wasn't right and the promotion wasn't true, but it is. All the other Groupon clients have brought in their certificates as stated without incident. My staff was doing their job and you have been refunded the amount charged after you sent proof of purchase. My staff works very hard and wants the client to have a great experience. I know my staff's hearts and they genuinely care about our clients.

• Pros: great hot stone, great promotion

11/09/09

Not a very "relaxing" spa

by kcjoy25 at Citysearch

My friend and I purchased massages via an online promotion. When we arrived at the spa we should have known there was something up, b/c there was a couple there that had to be turned away for the second time b/c they were short staffed. My friend was not feeling well and was only able to be in the room for 10 mins due to a migrane. They charged her the FULL amount for her massage and were rude and unsympathetic. My massage was good, but when I went to pay they charged me again for the massage that I had already purchased online. They stated it was b/c I didn't bring my "print out", but I had spoken to a staff member earlier that week and gave them my confirmation code over the phone. They never mentioned bringing in the print out nor did the online promotion mention I had to bring one. I spoke to the promotions company and they were very sorry and told me they shouldn't have charged me again. The staff was rude, especially two particular women at the front desk. I asked if the manager was there and they said she was the owner and she was "never there". What kind of owner is never at her spa??? The atmosphere and setup was similar to what you would get at a strip mall tanning bed salon and despite my nice massage, there was nothing relaxing about the experience. Don't waste your money and beware of too good to be true "promotions".

• Pros: good massage
• Cons: rude staff, terrible atmosphere, misleading promotions

07/19/09

Very relaxing, great prices!

by Stephanie519 at Citysearch

I found the Spa of Cool Springs on Citysearch and decided to try it out. I always check customer reviews and was a little skeptical because there aren't many, but the introductory massage price was too good to pass up.

When I pulled up, I saw signs outside on the sidewalk advertising the intro massage rate...much like Massage Envy (which has been awful everytime). But I gave it a chance and I am very pleased with my spa experience.

The girls at the front were very courteous and friendly.

Melissa did my brows--she listened to what I wanted and gave me exactly what I described. She was very friendly and did not rush my wax.

Cynthia did my 50-min massage, and she was absolutely wonderful! She was very attentive and thorough as well.

The relaxing music and atmosphere was wonderful too.

Overall, this spa may look like a knock-off of Massage Envy...but give it a chance! I'm very happy I did, and I am already wondering when I'll have a chance to go back!

• Pros: introductory rate, relaxing music, attentive/caring staff