The Fountain Spa Hackensack

Critical: Communication, ProfessionalismI schedule a massage for my fiances birthday and while he arrived on time, it was his first time coming to this location and he didn’t realize where he was supposed to go (I also didn’t know). He called the front desk to let them know he wasn’t late and that he just didn’t know how to get in. He shared they were super helpful and they directed him where to go. They told him it was still okay to come for his service, but failed to mention his service would be cut short (which we understand, but it wasn’t communicated and/or wasn’t given an option to come a different day).He called me after his service and told me it was cut short. He went into the room at about 12:15 and was done by 12:50. His masseuse said he was late and they were booked. I had called the front desk staff just to let them know it wasn’t communicated at all that his service was cut short and we were disappointed, but whoever I spoke to was simply telling me what she would have said to him on the phone and how she would have handled the situation. I understand the frustration when someone may not handle a situation appropriately and you have to be the one taking a phone call like this, but it was just rude and I wasn’t asking for a discount or being demanding, just expressing the lack of communication. I had to unfortunately just be blunt and state that you don’t argue with me about what you would do and I was just asking her to listen to my concern. She transferred me to the department to process my payment for the service and whoever I spoke to was very helpful. The process was quick and easy.We would, however, not come back here due to poor communication & lack of accountability for that. My fiancé said he felt it was a low end massage experience for a high end price.I schedule a massage for my fiances birthday and while he arrived on time, it was his first time coming to this location and he didn’t realize where he was supposed to go (I also didn’t know). He called the front desk to let them know he …More

I schedule a massage for my fiances birthday and while he arrived on time, it was his first time coming to this location and he didn’t realize where he was supposed to go (I also didn’t know). He called the front desk to let them know he wasn’t late and that he just didn’t know how to get in. He shared they were super helpful and they directed him where to go. They told him it was still okay to come for his service, but failed to mention his service would be cut short (which we understand, but it wasn’t communicated and/or wasn’t given an option to come a different day).