I planned Saturday, November 9th to be a long relaxing day at Short Hills Hilton Spa only to be extremely disappointed. I purposely asked my husband to get me a gift certificate because I have always enjoyed my time at the spa. I also use Dermatologica products religiously because I have sensitive skin, so that is a great advantage. Plus now that I am 3 months pregnant and my skin is even more sensitive, it was extremely important that I use familiar products on my face. When he bought the gift certificate he was not informed that the spa was under renovation and that it would be completely different. When I called to make the appointment I was informed of the renovation. I was told that I could have a skin analysis when I arrived prior to making my decision for the facial and I would also be able to add-on if I would like. I visited the website the day before my appointment to review my options for the facial only to find out when I arrived that the options on the website were not correct and no longer available and priced quite differently as well.
When I was greeted I was told that I would have to have the signature facial that was in the computer and that there was no time for any add-ons. I was also unaware that you can no longer relax by the pool and that now you must disrobe and redress immediately before and after your service, not at all what I had planned. No water or juice, no room to relax if you are light-headed from your service?
The esthetician then took me to soak my feet (time that would have been better spent on the add-on that I had requested originally). She offered me tea. I asked for decaf because I cannot have caffeine and that was not available. I also was very uncomfortable leaving my purse and belongings in a room without a locked locker. The space that locks was too small to contain a purse.
The esthetician was very nice but it was VERY clear that the spa had only been open for a day. She even admitted that she was not yet familiar with the new spa. I felt like a guinea pig. When I laid down my feet were hanging off the bed. The esthetician said that the rooms are shared between different types of services and therefore the bed was smaller and she had to add a piece to the end. Then in the middle of my facial the bed fell back jarring my already injured back.
Then she started using products that I was unfamiliar with (not Dermatological). At that point it was too late to turn back.
After my service, I told the woman that the desk that I felt like a guinea pig and I was disappointed she said �oh I�m sorry that�s a shame. Your total is $165�. It was obvious that she was not going accommodate me at that time so I chose to leave and write a letter.
I received a call that I would get a full refund. When I called back to give my information. I was then told I could not get a refund on a gift card and that I can only get another gift card to the spa. I have no interested in going back to have another miserable experiece and risk possible INJURY. I would just like a refund.
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