I had a gift card for my birthday for a 30 minute massage and a 30 minute facial. Sonata asked me what I wanted/how strong I wanted the massage. I told her she could go as strong as she liked. "Deep tissuue?" she asked. "Sure," I replied. "Whatever you like." I also told her I didn't go to spas regularly, only when a friend bought a gift for me. The massage was nice. Sonoata is very good technically, but could smile a bit more and be a bit friendlier. The facial and Tracy was great. When I went to check out, I was informed I needed to pay $7 extra for the deep tissue massage. I explained that I wasn't told it was extra, nor did I specifically ask for it. Nicole apologized and said it was a translation problem with Sonota who is from Lithuania. Nevertheless, Nicole at the front desk still indicated I needed to pay. The tip was included in the gift card from my friend, however. Poor, poor ending to what could have been a nice experience. You never ask your customer to pay for your mistake (not informing of the extra cost). If anything, you should have taken it out of the extra on the gift card for the tip. I called back and left my number for the manager, Wendy, to call me. I haven't heard from her.
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