“I am writing because I was shocked by my experience at your spa today. I called in he afternoon to request a massage and spoke to Kendra who scheduled me for a 60 minute massage with short notice. She was exceptionally friendly, accommodating, gave me directions, offered upgrades, and best of all stated that she hoped I would either come early or stay after to enjoy the steam room and sauna- her words “we want you to spend some time with us and we will do everything we can to get also get you the balneotherapy you requested. If we cannot, we want you to relax and enjoy yourself.” I felt so welcome!
And then, I arrived- professional welcome, lovely space. I have been to many spas, and owned one for 15 years. Your spa was beautiful and as perfect as the spas I do enjoy. My expectations for the massage, however, were very low. On short notice, it has been very very rare that I get a good therapist but I was ready for that and content to have a mediocre massage. Well, wow, omg! I was so privileged to receive a massage from Drew whom I categorize as a master massage therapist. Excellent work, the kind of work I usually have to schedule in advance. To have been given a massage with someone so talented at such short notice may have been luck, but my instinct tells me that your employees are exceptional. The superb customer service from Kendra and then the superior beautiful massage from Drew impressed me. I will be returning when I am in the Albany region. I congratulate you on the quality I experienced today, thank you so much. Please recognize Kendra and Drew for their professional, empathetic, kind skills in their respective jobs at your organization.”