Time: Aug/18/2018 (2 weeks ago)
Very disappointed to have purchased gift cards, and when the gift recipients called to make their reservations, they were told they needed to provide their credit card in order to hold the reservation. When I called to explain to the manager how this was disappointing, given that the services were already paid for, she was inflexible and offered to forward me to the voicemail of her VP. This type of flippant, response is not representative of the customer service I’m accustomed to. The spa was so concerned with making the gifting process accessible and seamless, that they even offered to collect gratuity in advance. I certainly didn’t want my gift recipients to have to provide their own credit card. Certainly, they could offer to look up the gift card information, which should suffice to “hold” a reservation. Also, when pressed with the question of “why” they need the credit card, no reason was provided, other than “it’s just our policy.” She said in the case of habitual cancellations, they “may or may not” charge a fee, and explained that they keep the cards on file for future use if that becomes necessary.
I am very alarmed to learn that the Fountain Spa maintains a database of personal credit card information from all guests. This is very different than credit card payments, which are automatically processed, and numbers are not kept by retailers. This is a major privacy issue. This, ladies, exactly how credit card fraud and identity theft takes place. In fact, I question the legality of this policy. I’ll not be purchasing gifts from here again.
Time: May/03/2018 (4 months ago)
Staff is very professional and attentive. Service is always good. They really know how to make you feel good. Massages are good and so are the facials. Spa is well kept and it's always clean. The staff takes their times in delivering an upscale luxury memorable spa experience.
Time: Jun/01/2018 (3 months ago)
This was my first visit to The Fountain Spa, but it won't be my last!The facility is clean, the staff is pleasant, the waiting room offered snacks, and the aesthetician who gave me a facial was friendly and efficient. Appointment time was honored, which means clients' time is respected. My experience was a positive one on every level.
Time: Feb/03/2018 (7 months ago)
This is my second time here and I would like to return several times over. The second time I went with my husband as we had a gift certificate for a deluxe rendezvous for two; this includes a private whirlpool and side by side massage. The private room for the whirlpool is great and calming which gave my husband and I time to unwind and relax our tense muscles. The whirlpool has settings to make it cooler or warmer. Then we were able to have time in the tranquility room to rehydrate and have fruit or light cookies. The deluxe Swedish massage that followed was perfect. As a physical therapist myself, I needed someone who was a little aggressive on my muscles and Crystal delivered. Great hands! Overall excellent experience!
Time: Aug/22/2018 (a week ago)
I had a fabulous facial, but a horrible checkout experience.
My grandmother and I were each given gifts for facials--fully paid for and pre-tiped. We relinquished our giftcards at check-in without a problem and then went on to have great facial experiences. Imagine our surprise at check-out when an employee, Cheryl, told us that our facials were only partially covered by the giftcard.
When I told her that this could not be the case ans surely must be a mistake, she was incredibly rude, indignant, and dismissive toward me. There is just no excuse for this and I've never had such a horrible customer service experience in my life. Another employee (I didn't catch her name) then checked the computer, promptly realized there was a mistake, and fixed it. Cheryl never even apologized or owned up to the fact that it was, in fact, her mistake. She simply uttered "we made it work" and implied that they comped the service which they DID NOT. It was a ploy to cover up the fact that she now felt like a complete idiot. This is totally unacceptable and a complete insult to the person who spent hundreds of dollars purchasing the gift for us.
I honestly wonder if this employee (Cheryl) is running some kind of scam that preys on gift recipients who don't know any better than to assume that their service really isn't fully paid for; thus, subsequently handing over their credit cards. Such a shame that one person can bring down an otherwise wonderful establishment.
All in all, It was a mortifying experience. Knowing how my recipient will be treated, I would never purchase a gift-card here. Perhaps the Ramsey location has a more pleasant check-out employee who wouldn't spoil my peace and tranquility on the way out.
