Monday, January 24, 2011

Toronto: Novo Spa

spa fail

I pride myself on reporting on the good, the good-er, and the best.  Of course, we all know that there is also the ugly and bad.

In my search for a new place to get RMTs, my dearest friend suggested Novo.  This "premier spa in Yorkville" had so much promise.  They even recommended we come early to take advantage of their "Aroma Color Therapy Sauna".  Cool right?  So not.

Our massages were booked for Sunday afternoon and save and except the treatment, it was disappointing.

I took issue with their "Aroma Color Therapy Sauna".  Talk about false advertising, this complimentary service is a 3' x 2' box with coloured christmas lights.  Huh.

Upon check-out the RMTs mixed my friend and I up and we consequently didn't have the right therapist on our receipts.  The receptionist tried to rectify the mistake by whiting out the first name (because she somehow concluded my friend and I had the same last name?!?!).  When I advised her that an insurer would not accept a whited out receipt, she seemed confused.  After a brief pause, she told me that my therapist was in tomorrow and they would mail me a correct receipt.  I told her that I would just pick it up that afternoon.  She then asked me to call and ask them to do that.  Ask who?  Didn't I just ask her? 

This painstackingly annoying exchange could have been avoided if staff communicated.  I saw my RMT head out as I came up to the counter.  Mistakes happen, but it's how they're handled that determines the professionalism of any establishment. 

I called today to confirm my receipt was ready - that's how much faith I had in the competency of the staff.  And my doubt was not misplaced.  The guy stated he no idea what I was talking about.  He put me on hold only to come back and tell me that there was no record of me having seen the massage therapist I indicated.  I told him that the mistake had obviously not been rectified but that I would leave it to him to figure it out.  He told me I could pick my receipt up tomorrow.  How much would you like to bet that when I go in tomorrow, it won't be ready.  Fooey!

Update: I went in and it was ready.  Of course it took the girl (same one I saw Sunday) some time to figure out who I was and what I was talking about.  I guess I have a forgetable face. 

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