Vita Revive Organic Wellness Spa – Parkville

I am writing to formally express my dissatisfaction with the service received with this establishment during a recent visit. My intention in providing this feedback is to highlight areas of concern in the hopes that they make adjustments and this doesn’t happen to anyone else.

On December 2nd 2023, my girlfriend and I had scheduled a couples massage at 3:00 PM as part of a special day we had planned. We arrived early to complete the necessary paperwork, as instructed. The business owner informed us of a slight delay, assuring us that we would receive our full massage session. As someone with extensive experience in the service industry, I understand and can accommodate such minor inconveniences.

However, several aspects of our experience were notably disappointing:

1. Disregard for Client Information: Despite completing forms detailing our specific areas of concern, these were seemingly ignored both administratively and by the massage therapists. This disregard for client-preferred focus areas undermines the purpose of such documentation.

2. Service Delivery: The massage commenced at 3:27 PM, as noted from the clock in the room. My specific request was for attention to my upper back, glutes, and hamstrings. Unfortunately, the therapist's efforts did not adequately address these areas. The upper back massage lacked the necessary focus, the glutes were barely attended to, and the hamstrings were completely neglected.

3. Duration of Service: The session concluded at 4:10 PM, amounting to approximately 43 minutes of actual massage time, which is significantly shorter than the 60 minutes we paid for. Considering the price of $225, this discrepancy is not insignificant.

Upon checkout, I raised these issues with the staff. I was directed to discuss the matter with the owner, who offered a discount of $25 in total. While I appreciate the gesture, this amount does not proportionately compensate for the reduced service time and the overall quality of the experience. A fairer resolution, in my view, would have been a discount of $25 per person, which still did not reflect the missed portion of our session. Not only was it not fair, but the owner had a very smug "take it or leave it" attitude and would not even listen to reason or consider anything else.

Our intention was to evaluate these services for potential regular visits, but given this experience, we will never consider this option. I believe in constructive feedback and hope that this helps in improving service standards to better serve future customers. However, based on the attitude of the business owner, I wouldn't expect any improvements.

These type of deceptive and unreasonable business tactics are unacceptable to me and everyone should consider this before spending their money with this establishment.

Sincerely,

Patrick King

Response from Spa Owner: "Dear Patrick King,Thank you for sharing your feedback regarding your recent visit to our spa. We deeply apologize for the dissatisfaction you experienced and any inconvenience caused.We understand your concerns regarding the disregard for client information, service delivery, and the duration of the massage. Our goal is to provide exceptional and personalized service to every client, and we regret that we fell short on this occasion.We appreciate your understanding of minor delays in the service industry, but we acknowledge that the delay in your couples massage start time was not ideal. We apologize for the oversight in not addressing your specific areas of concern as indicated on the forms. We will strive to improve our administrative processes to ensure better attention to client-preferred focus areas.Regarding the actual massage, we apologize for not meeting your expectations in addressing your upper back, glutes, and hamstrings. Our therapists are trained to provide tailored treatments, and we apologize for any neglect in focusing on these areas during your session.We deeply regret the discrepancy in the duration of your massage. We understand that you paid for 60 minutes of massage time and received approximately 43 minutes. This is not acceptable, and we apologize for this oversight. We will review our scheduling and timing procedures to ensure that all clients receive their full allocated time.We appreciate your feedback and assure you that we take it seriously. We will use it constructively to make the necessary adjustments and improvements to ensure that this type of experience does not happen again. We also appreciate your understanding of the discount offered, and we would like to discuss further compensation to address your concerns adequately.Once again, we sincerely apologize for the disappointment you experienced during your visit. We value your feedback, and we hope to have the opportunity to provide you with an exceptional spa experience in the future."Sincerely,Vita Wellness Spa Management

Absolutely Wonderful. Organic facial with Ms Sheilah. She's is so knowledgeable. My face never looked better. I will definitely schedule all my facials with her.

Nice staff, good services, professional demeanor. Could use a little updating to the amenities (towels tend to be worn out, furniture could be deep cleaned), but it's a very solid wellness provider in this area.