This is the first time I've had a less than stellar time at TallGrass. We look forward to going once or twice per year, so it's very special to us.
We booked two services at the same time (pedicure and massages). We were there an hour early, changed into robes, and when it was time for our pedicure, only one person came to get one person for the pedicure. I had to speak up and make sure they did my pedicure since our massage was right after. Then after we rushed through the pedicure, we went out for our 430 massage to be "told" and not asked that one of our massages was moved to 530. No apology, no trying to move other things around. After not backing down, we finally find out after 5 minutes that both of our massages were bumped back to 5pm. At this point it was already 440, so it's not like we were going to make a 430 appointment anyway.
The massages were great, but afterwards we had to ask for a discount for the inconvenience (which didn't even amount to 10%off of our package deal). This schedule change that we were not made aware of caused one of us to reschedule another appointment (not at TallGrass) that should have been easily met if the regular appointment time had been kept.
I really hope that the person that moved our appointment wasn't the manager because it was handled so poorly and no apology came from her. I would expect so much more from TallGrass, and it makes me sad to leave this review since it was such a special place to us.
Dear Ms. Shipman,
I am so sorry that this schedule change was not communicated in awe inspiring fashion! I completely understand your disappointment. After having a therapist call off last minute the manager on duty did make some schedule changes and was hopeful that the bit of extra time after your pedicures would allow your toes to dry before your massages as well. That said, this should have been shared with you immediately, with compassion and gratitude. Clearly, we did not communicate this as we should have. Add on top of that initially being given the incorrect time, and I am sure you and your guest were even more upset. My sincere apologies.
Please know that our intention is only ever to awe and inspire; to care, listen and heal! We clearly missed that mark yesterday.
I will reach out to you personally via email so that we can connect. and I can make it up to you!
Melissa Rackliff | Spa Director
303.679.4477 | email@example.com