Palm Cove Retreat Day Spa (1513 reviews)

Response from Palm Cove Retreat Day Spa

Hello Carol, Thank you for your feedback, we appreciate any feedback good or bad as this is the only way we can grow and improve our spa. I do apologies that you were not happy with your treatment with us on Thursday, I would like to clarify a few points regarding your review, so we are able to address these issues that you have brought up. Our locals discount only applies to anyone who is living in the Cairns area, this is only on treatments that are not already discounted. The reason for this is we have several locals who return weekly and monthly for a massage. Once you have had a treatment with us we send out monthly emails with some great packages and discounts for repeat clients only. As you can hopefully understand we are running a business and giving out discounts to everyone would be very costly and quite detrimental to our business. Regarding the price of your treatment, you had our Rejuvenation Package & Plantomer Facial you save $50 by having this package. I was in the spa at the time of you booking this treatment and explained to your therapist Amba to add on a few extras for you as you were having such a large treatment and felt personally that this would make your experience at our spa better value. You received over $70 worth of extras that would not normally be part of this package. I stand by my pricing and believe that $465 for a 3hr 30min treatment with organic and advanced skincare products is great value for money. I feel that if you had this treatment anywhere else in Palm Cove you would be looking at over $500. Being located in a large Hotel does come with some negatives, and emergencies is one of them. However, the safety of our clients and my therapist is extremely important, I have spoken with the hotel manager this morning regarding the alarm going off and was informed that there was a fire located in the block of apartments beside us. Even though the alarm was deactivated after only a few minutes the fire departed did arrive onsite to check this unit. I do apologies that this was not explained to you, and hopefully you can understand that this is a matter of safety and is very important and out of our control. I would like to thank you again for your review, as I want to ensure all our clients receive the highest level of service, care and value for money when visiting our spa. If you would like to discuss any of this with me further, please contact me via email info@palmcovedayspa.com.au. We do hope to see you again in the future, Kind Regards, Loreen Bradley Owner, Manager, Therapist

Posted on 04 Aug 2018