Mountain Spa
• 111 Banff Avenue | Banff, AB | T1L 1A2
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"brutal"
Annie
April 2010 — "Booked an appointment for the "Sole Soothing Pedicure". Was told to remove my shoes and socks before entering and was not even offered sandals. In fact the staff weren't wearing any footwear either (ewww!). Waited 15 minutes in a room by myself for appointment to start and then was sat down in a room next to an open window. When I went to close the window (it was below freezing outside) I was told that it didn't shut. I sat for 90 minutes wrapped in my coat freezing. The pedicure itself was painful, the scrub was beyond brutal and the "sole soothing" was a 5 minute foot massage. During the pedi the attendant brought her friends in and proceeded to look through her friends pictures and one point actually left the room in the middle of the treatment to go gossip with her friend right outside the door. I also have tattoo's on my feet that she decided would be a good spectacle for the other staff and proceeded to invite the entire salon into the room to "check out these tattoos". When my nail polish was drying she mentioned to another staff member that the floors were really gross (great considering I wasn't given any sandals) and proceeded to mop the floors right under my feet. Then I was expected to get up and leave to walk right through the floor cleaner in my bare feet.
BRUTAL!
I have never in my life had a more unprofessional experience. "
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Management Response:
"I will respond to each of your concerns in order that they were written. We do ask clients to remove their outdoor shoes. However, we do not ask them to take off their socks. There is a basket of spa sandals right at the door... for great ease for customers to pick. Sorry we didn't tell you to put some on... we leave it up to the customers discretion if they would like to wear some or not. Our floors are always sanitized and super clean. I always wear shoes .... the staff you did see without footwear were cleaning the wet room which is next to the pedicure room. I don't remember you being wrapped in your coat freezing.... if you were I wish you would have said something. I actually do remember asking you if you were comfortable and you said yes. A scrub is to get all the dry skin off... if your feet were feeling sensitive... again I wish you would have told me and I would have been more than happy to change the procedure. The " friend" that you are refering to was actually a client who I never met before. Her mom and her had such a wonderful time with us and she was very bubbly and happy. She did show me a picture on her cell phone while I was doing your pedicure. I was trying my best to avoid this... so I did leave the room in order to not bother you. I was absolutely not "gossiping" as you suggest! She was saying goodbye and asking me about my Easter plans. We are friendly here at Mountain Spa and I did not want to ignore someone who was saying goodbye. About your tattoo's... I was just trying to be friendly and I thought they were very nice. I did not get the entire salon to look at them ... it was only one staff who has tattoo's and I knew she would admire them. I remember trying very hard to have a conversation with you and you gave only one word responses. I realized at that time you were not in a talkative mood... I recognize not everyone wants to chit chat so I let you have your quiet time. When I asked the other staff to clean the floor... I did not use the word "gross"! I would think that this is a good thing that we want to keep our floors sanitized and clean. I did not ask you to leave that pedicure room while the floor was wet. Many, many guests love our facility and we have wonderful return clientele. We take pride in what we do and we love what we do."
"I will respond to each of your concerns in order that they were written. We do ask clients to remove their outdoor shoes. However, we do not ask them to take off their socks. There is a basket of spa sandals right at the door... for great ease for customers to pick. Sorry we didn't tell you to put some on... we leave it up to the customers discretion if they would like to wear some or not. Our floors are always sanitized and super clean. I always wear shoes .... the staff you did see without footwear were cleaning the wet room which is next to the pedicure room. I don't remember you being wrapped in your coat freezing.... if you were I wish you would have said something. I actually do remember asking you if you were comfortable and you said yes. A scrub is to get all the dry skin off... if your feet were feeling sensitive... again I wish you would have told me and I would have been more than happy to change the procedure. The " friend" that you are refering to was actually a client who I never met before. Her mom and her had such a wonderful time with us and she was very bubbly and happy. She did show me a picture on her cell phone while I was doing your pedicure. I was trying my best to avoid this... so I did leave the room in order to not bother you. I was absolutely not "gossiping" as you suggest! She was saying goodbye and asking me about my Easter plans. We are friendly here at Mountain Spa and I did not want to ignore someone who was saying goodbye. About your tattoo's... I was just trying to be friendly and I thought they were very nice. I did not get the entire salon to look at them ... it was only one staff who has tattoo's and I knew she would admire them. I remember trying very hard to have a conversation with you and you gave only one word responses. I realized at that time you were not in a talkative mood... I recognize not everyone wants to chit chat so I let you have your quiet time. When I asked the other staff to clean the floor... I did not use the word "gross"! I would think that this is a good thing that we want to keep our floors sanitized and clean. I did not ask you to leave that pedicure room while the floor was wet. Many, many guests love our facility and we have wonderful return clientele. We take pride in what we do and we love what we do."
"WORST EXPERIENCE EVER"Marci
October 2009 — "Myself and 3 of my girlfriends went for a girls weekend to Banff and a Spa day was on our list of things to do. It was a bachelorette party for my one friend that was getting married and we wanted her to have a good time. From the time we got into the spa, we had to wait to get in. There was no one else there and it was like they had forgotten about our appointment. I’ve been to a lot of spas and right from the beginning the experience was bad. They didn’t give you a robe to changed into, no slippers, nothing. I had a massage done and the other 3 girls had pedicures. Now the massage was ok, besides the fact the environment was not relaxing at all! The radio was blaring; they never turned the lights down so you could relax. You could hear everything on the other side of the wall. After I had finished, I went to sit with my friends and there was two in one room and they had put my other friend alone in another room. They had told us over the phone that there would be enough room to have us all in one room no problem, that’s why we chose this spa. One of my friends was less than impressed with the pedicure she had. She even told the girl to skip a few steps because everything was done that badly. My other friend had said her water for her feet was too cold, they use buckets of water for your feet, not even an electronic one to keep the water warm, so your water was cold in about 15 minutes and they never changed the water once. I sat down with the girls and than one of the employees had spilt nail polish remover all over the floor and my purse. It ate right through the leather and the Manager had said she would contact the owner to ask what they should do. The next day we went back in to see the owner and she said to send her proof of purchase and she would pay for it no problem. I was quite upset because it was a fairly expensive bag. When I returned home (To Edmonton) I had the store (Coach in West Edmonton Mall) that I bought the bag from, fax the Owner the invoice and proof that I purchased it there and than she started to ignore calls not only from me, but the store Manager at Coach as well and never did end up paying for the bag. Now Coach out of their good gracious gave me a brand new bag because they decided they would rather keep a happy customer for life, unlike the owner of this spa who does not have their client’s interest first. Coach said they would try and get the money from her, but to this day they still have had no luck. Not only were my friends and I upset about the purse incident, but the service was unbelievably horrible. I would never return to this spa and I want people to know how horrible of an experience it was and how unprofessional everything was handled. "
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DescriptionThe Mountain Spa is located in the heart of Banff and offers a variety of treatments that nourish the body and mind. Treatments include body wraps, massage, hair removal, facials, manicures, pedicures, acupuncture, electrolysis and body scrubs. A variety of spa day packages are available.
Location Information111 Banff Avenue
Banff
AB
T1L 1A2
