Lavish Spa & Nail Lounge — Local services in Oʻahu

While I have generally been satisfied with the service provided by your (Kapolei) business, this particular experience was a significant disappointment. It has left me uncertain about whether I will use your services again or recommend them to others.

Based on other reviews, there have been several below-average customer service reviews over the past several years, which undoubtedly negatively impacted this business’ reputation. Whether these are isolated incidents or an indicator of a more significant trend is unknown.

Summary: This incident occurred on May 18, 2024. I called at 5:45 p.m. to check availability for a pedicure and was told by the front desk representative that I could come in immediately. I stated I would arrive in about 30-40 minutes. I offered to leave my name, but she said, “There was no need.”

I subsequently drove over and arrived with my guest at about 6:34 p.m. I checked in with the front desk representative, who I described as having dark brunette hair and a nose ring. Upon checking in, she stated they stopped accepting new appointments at 6:30 p.m. because they close at 8:00 p.m. - one hour and a half later. I asked again to confirm this, as it seemed unreasonable to stop accepting guests 1.5 hours before closing.

The Concern: The front desk representative I spoke to on the phone should have mentioned a cut-off time. Had I known, I would have made some adjustments or not come in before commuting approximately 15 miles to your location.

Turning away two customers who arrived barely 4 minutes after their cut-off time could have been more reasonable and professional, considering the business closed one and a half hours later, as the representative stated. She claimed I spoke with someone else and that there may have been a misunderstanding, thinking I was coming in to make a reservation. I made it clear that I was coming in for service now.

This incident wasted our time and resources. What’s more, it could have been handled more positively had your front desk representative demonstrated tact, empathy, and professionalism and been appropriately trained and educated on handling this type of customer situation.

Recommendation: I recommend that your employees set appropriate expectations and communicate with customers to avoid unprofessional and highly inconvenient situations like this. This may require additional training or individual counseling with those involved employees.

Further, choose capable individuals for this highly visible position. If they cannot meet the standards, find someone who will. These individuals are the ‘face’ of your business and make the first contact with customers.

The risk of not taking corrective action may result in continued missed opportunities, possible customer loss, and continued negative feedback...

If I could rate 0 stars I would. I wish I got the technicians name because she was beyond rude and I wasn’t even trying to be a Karen. It’s Mother’s Day and my husband treated me to get my nails done, he’s usually with me cause he’s a licensed cosmetologist and tells them what I want, but he was watching our girls. I get my nails done once in a blue moon so when the technician asked me questions and my husband wasn’t there I said gel short squared. The tech asked me a question and I answered. Afterwards she asked me if it looked okay, I said it’s cut a little crooked, so she went to try and file but couldn’t because she already cut to my nail bed. she said it’s probably how ur hand was angled. In the lighting of the salon I couldn’t really get a good look until I went out into the light. I showed my husband and he was mad at the result, he said they cut too close to my nail bed and didn’t even clean up my cuticles. He went to talk to them and the tech told him I gave dry answers. So THAT was what got me furious. She blamed it on me the unexperienced customer. I went back in to understand why she told my husband that cause that was rude. I said if u were unclear then you could have asked me follow up questions or guided me or talked me through it. The techs response was IM SORRY YOU FELT THAT WAY. I was furious. Not only did she provide bad service her customer service was worst. Would not recommend this salon to anyone unless you know what u want, do research before hand, explain specifically in detail or they would do a botched job and blame you for it. Horrible just horrible and on...

This was my go to place for girl time with my daughter, however not after our experience on Sunday. So they have this strict rule if their clients are late but how about on their end? Apparently this rule does not apply to them. We made our appointments in advance and still waited for 20 minutes after our appointment time with no explaination on what was going on. We got there 10 minutes early even, so total time 30 minutes we waited. By the way they weren't busy and our technician were not with other clients as they came running from the back. When my technician came up to us. She didn't even call us by name, say hi or apologize about the delay. She just said come and showed us where to sit. My daughter's technican did the same. When she got to my daughter she looked down the whole time, didn't smile or say anything but ask my daughter what nail color she wanted. My technician turned a 30 minute pedicure into an hour and who knows how long. She started my pedicure at 3:50pm and we left close to 5pm. I wouldn't complain if the pedicure was prolonged by a nice massage or foot soak. But it wasn't, she put barely warmed towels over my legs and walked away for at least 20 minutes. By the time she returned I was cold from the towels. I went to this salon because the experience and the talent they have. The talent is there but we felt like we were just a task to get done and not welcomed. Furthermore, we will be taking our...