Customer Service Comments

I appreciate your desire to seek feedback. ESSPA is the best spa I've ever visited and the treatments helped me to deal with a severe chronic illness I was expereincing. Over a year ago, however, after paying for a massage in advance (it was a same-day special and I was told what to pay and payed it), I was in the dressing room, half unclothed after my massage, when a staff member came back to the changing area and RUDELY informed me that I hadn't payed the correct amount. She stood there as if I was expected to dash out half naked to correct the payment, and I literally had to tell her "I'll come out after I'm dressed" before she would leave! Since then I haven't felt as comfortable coming to ESSPA and I've shared the reason with some friends of mine (I used to recommend your place). Spa treatments call for sensitivity, Eva-we are in various states of undress for our treatmens, we are wanting to feel safe enough to relax, we are often in need of some "escape" from the rough and tumble, so to speak. I wish I remembered the name of the staff member-she may still be there and if and when I come I'll get her name if she's still there. I didn't know how to bring it up and as I said I was going through a severe illness that limited what I chose to take on. I hope you address this need for sensitivity with clients in a spa atmosphere. Thanks!

Dear DER, Anonymous and Pria,

Thank you so much for sharing all of your experiences, thoughts and comments with me. Every day I set out to try and make better than yesterday. And I will continue to try and ensure that not just me (sometimes it is hard for me to always be "the owner/hostess") but every single person who works for me and represents me does so in a respectful and sensitive way - with every single guest, every single day. You all have been so gracious to honor me with your business, the least I can do is try and meet the standards that I would expect to receive myself.

Thank you again for taking the time to respond to my request for your comments - each of you have provided invaluable feedback that will help me make what we do at ESSpa better tomorrow than it is today.

Sincerely,
Eva Kerschbaumer
Founder/Owner/Cleaning Lady