Sanctuary Salonspa — Local services in Eden Prairie

I scheduled an appointment the day before Easter for my hair. I called prior to the appointment to confirm. I was getting wash & dry (style=straightening). I was supposed to take family pictures and of course attend church. I had to make arrangements for my 5 month & 2 yr old to be watched so I could attend the appointment. I had previously been in once before for the exact same service with same provider.

I arrive at the appointment and was told I would be upcharged between $10-$20 extra. When asked why, I was told “our staff time is valuable”.

What???? As to imply mines is Not. I called back and spoke to Sara the manager and of course she didn’t care. I explained that this is discrimination and I’m being charged more based on the fact that I’m African American and have textured hair. I was charged $60 the previous appt. which on their site the service starts at $20....so I was already paying more.

The stylist did a job similar to what I get done at the beauty school where I pay $15. It was fine but definitely not $80 worth. Trying to upcharge someone on the basis of their race because your stylist is not sure Familiar with styling textured hair and it takes her longer because of that inexperience is not a basis to upcharge the customer.

This experience runined my day. My family was not able to take our Easter pictures. I felt extremely disgusted. All the white girls were behind the desk whispering amongst themselves as I was coming in. When I said I was not willing to pay that amount there was no apologies given for wasting my time and disrupting my day.

If there was going to be a different charge they could have informed me when making the appointment and I could have tried to find another provider. However, to wait until my appointment start time after seeing me in person to inform me was completely unacceptable. Because it was so late in afternoon on a Saturday I couldn’t book with anyone else.

My experience was the staff was extremely negligent, disrespectful, discriminatory, and degrading. This is not how you treat a customer who has spent several hundred dollars in the past on services. If in fact, this was your policy you would state that up front, not after the fact, and you certainly wouldn’t put notes in your system stating upcharge this particular customer.

I do not plan to return here and I hope that someone addresses their discriminatory practices and as a business they are forced to change...

I recently visited for a massage, and unfortunately, it was a disappointing experience that did not meet my expectations for a relaxing spa visit. I want to share my feedback in the hopes it helps improve future experiences for others:

From the start, the ambiance was not what I have experienced in the past. The room was brightly lit with the shades open, and I had to request that the therapist turn down the lights, close the shades, and start the music—things that should have been prepared in advance to create a calming environment. The manager later explained this is how they start sessions, but a spa experience should feel relaxing from the moment you put on a robe, not clinical or transactional (in my opinion).

During the massage itself, the therapist never checked in with me about pressure or comfort, which felt impersonal. At the end of the session, there was no wrap-up or guidance on how to continue self-care—no offer of water, no explanation of areas worked on, or suggestions for improvement (I get massages often and this has always been a norm). Instead, I was just told “thank you” and the therapist walked out of the room. It felt abrupt and dismissive.

Another major issue was the lack of transparent pricing. The website lists massages as “$95+,” but there’s no clarity on what the final cost will be. Only after creating an account and signing up for marketing emails I would assume you could access more detailed pricing, which feels unnecessarily complicated, and I didn't want to give them my data just to see prices per masseuse. We were ultimately charged $115 for what I thought was a $95 massage, with additional taxes and fees pushing the total to nearly $130 before tip. When I raised this with the manager, they argued with me, insisting they had informed my family of the pricing when booking, which my family disputes. The manager offered me a $25 off my next visit but overall the experience from end to end was not ideal and I would be giving them more money for not a guaranteed good experience.

This experience was disappointing not just for me but also in comparison to the positive experiences my family members had at the same spa. (they loved their massage/experience - I am happy for them on that front!). This is just my own personal experience and it may just have been an off day for...

I came in yesterday evening and waited over a half hour for my appt. The staff wasn't friendly at all. When I asked for prices the lady didn't even want to help. Made me feel like I was unconvincing her. Nobody asked if I was interested in products. I sat there waiting until a lady came up and told me she miscalculated the time and I would have to come in another day. This was a differently lady than the other I just mentioned. She said she'd give a discount for the inconvenience. I informed her I have been suffering from migraines when she told me about an opened appt for the following day. I felt that was fair. I let her know again I may have a migraine the day of my new appointment and would try to call ahead of time. The next day came and I was unable to make it. When I could I called to apologize and make a new appointment. The lady was rude. Said they wouldn't honor my discount and that there was a $5 upcharge for sanitation. I was not told about the upcharge the night before. And I wasn't told the discount wouldn't apply if I couldn't show up. I know that it must of been frustrating from a business perspective but the way they treated me was horrible. I asked how they could do this when I wasn't told the night before. It was like talking to a broken record. I didn't make the appointment and when nobody else was available for a haircut I called back and met with a very rude boy. He pretended to be the flagship salon. I checked the number and called back. I asked again if I have the correct salon which again I was met with rudeness, "ughhhh, NO this is not lifetime. And no we don't have any appointments." I said ok and he hung up on me. If I could give them 0 stars I would. It seems they lack communication skills and if you don't look the way they think you should,...