Business ProfileforThe Woodhouse Day Spa - Holladay

A few things: I have spent an incredible amount of money at Woodhouse Spa. I have invited and introduced friends to this place. I had a wonderful facial and wanted to share it with others. I even suggested our team buy two gift cards for complete services from them for the two teachers we shared, which we did at $250 each. My husband also paid $215 for a deep tissue massage, which was not a deep tissue massage, and it was barely a massage by someone who had no idea how to do the massage. I barely got any acknowledgment when I told them about that. I didn't mind; my husband decided to have a facial next time instead and return to ***************** for his deep tissue massages. It has been a crazy week, and I missed the 24-hour cancellation by three hours. The woman on the phone told me she would still be charging but *kindly* would remove the add-ons that I don't select until I go in and the $35 fee for the *** room, but would still charge me $170 for half of two appointments. She said I had a cancellation already, which I have not. I will never go back to that spa for this reason. They lost out on a customer who has religiously come into their spa every month and spent around $500 each time. A customer who also brings two of our couple friends so we can hang together once a month in a relaxing place. We were going to reschedule together this month.

I spoke to ********* within 2 hours of her posting this exact same review on ******* I told her that I wanted to explain the owner's perspective but that at the end of the call, I would give her what she wanted to make her happy. I explained that the cancellation policy when multiple services are booked is 48, not 24 hours. She said she was unaware of that. I also let her know that for late cancels, I still have to pay the therapists which is why we have a cancellation policy. We had a good conversation and at the end I asked her how she would like me to handle things. She said she would be willing to pay $100 for cancellation fees. I told her would do better than that and said I would charge her $80 to make sure she felt good about the transaction. She said she felt good about the resolution and also said she would change her ****** review (which she has not). I offered her a better resolution than she proposed so I am very confused by this BBB review.