MYSTERY SHOPPER
“Both were good value for money and my skin felt amazing for days. But they were spoiled a little by bad manners and lack of thought and attention to detail”
if there’d even be enough to cover my post- Christmas indulged body! We were directed to the Mud Room, a large,
modern minimalist space with concrete slabs proffering two towels, pillows and cups of water. We were instructed to cover ourselves in mud and lie on the towel until she knocked, at which time we were to wash using either the indoor or outdoor showers. Te showers with their natural thermal water, and long thin heads that produced blade-like jets, were the best part of the first stage. Next was the Tub Room, which was also
modern and minimalist in style and featured gorgeous, huge bathing tubs. I sank into the warm water to relax and soak. Another knock, we got out and were guided next door to be shown to our So Sound Chair that, we were told, would work with sound frequencies on our bodies at a cellular level. We were plugged in, reclined and left to relax. The music through the headphones was a combination of dolphins, whales and pan pipes with heavy bass. It was an odd sensation and I tried to turn it down to see if the resonance was more subtle, but it didn’t make a difference.
RIGHT TO REPLY
Karen Ray, spa director, Solage; and director of spa operations, Auberge Resorts
I’m confident this wasn’t a typical Spa Solage experience. We strive to provide a nurturing, healthful environment for guests seeking a quiet spa experience, as well as those who might want to cel- ebrate an important occasion or annual getaway. Te spa strikes a unique bal- ance by providing private treatment rooms for individuals and couples, along with communal areas such as geo-ther- mal pools and cabanas for socialising. Spa Solage successfully blends the best of traditional services with a modern approach and this personalised service has resulted in significant guest returns and industry accolades.
Different oils can be mixed into the mud Our treatments finished and we driſted
from the tranquil spa back to the poolside where a hen party was in full swing in a cor- doned off area. Drinks were being poured, ex-boyfriends discussed and the whole scene was mildly irritating. We moved to a private whirlpool and steamroom area for some peace and it was glorious, until the party decamped there too! Despite this, we were having a lovely time.
We were relaxed, had spent the best part of the day just indulging in beautiful sur- roundings and had tasted some delicious spa food. We got to thinking about how the other treatment rooms were laid out and – in line with the high levels of service we’d already experienced – our request for a viewing proved unproblematic. Accompanied by the manager on our walk,
we took in the beautiful landscaping and planted pathways. I wondered out loud: ‘Do you still see how amazing this place is, or has it become just normal to you?’ Her response was totally unexpected, she looked at me as if I was deluded. And with that one look, the whole experience felt tainted, as if we’d been duped into thinking this was a wonderful haven and that all was not what it seemed. Back at the pool we then began to voice
all the small details we’d decided to over- look – the mean quantities of the mud, the fact we’d had to do it all ourselves, and the intrusive hen party. On top of this, we were then charged an extra us$25 (€21, £16) when we checked out – although we were told to arrive 30 minutes early, it wasn’t
72 Read Spa Business online
spabusiness.com / digital
WHAT’S THE SCORE? Ease of booking
Cleanliness/maintenance Staff
10
(although more detail needed in retrospect) Facilities
9 9 5
Experience/treatment started at 8 but reduced to 4 6 7
Value for money Overall experience
pointed out that we would be charged for using facilities in that time. In normal cir- cumstances it wouldn’t have mattered, but it just seemed this was just the final deceit. Details:
www.solagecalistoga.com
SUMMARY
While the treatments and spas were very dif- ferent – one more authentic, the other more luxurious – both were beautiful and given the chance I’d go back to either again. Tey were both good value for money and my skin felt amazing for days aſter. But in each case, the experience was spoiled a little by bad man- ners, a lack of thought and a lack of attention to detail and good old-fashioned customer service. It really is the little things that make a big difference. l
SPA BUSINESS 3 2012 ©Cybertrek 2011
Thermal water is used in the powerful showers
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