Highlands Day Spa — Local services in Post Falls

I have used the services of the Day Spa for over a year now. In the past I have received good service but I have seen a deterioration of that service over time. There have obviously been staffing issues and building issues. I normally book a facial with Elizabeth who is very, very good at what she does and I have no complaints about the facials that I have received. Last spring the issues started with a requirement that I MUST have a credit card number on file so that I can be charged if I don't show up for my appointment. I accepted that issues although I was a little put off by the fact that I have never missed an appointment before. Over the past months I have booked my future appointment in person while at the Spa when paying for my facial. The service is supposed to include the ability to use the sauna before or after my facial but the sauna has not been working on more than one occasion. Additionally, at one appointment there were no lockers available and, therefore I was unable to change clothes before my facial and, obviously, unable to use the sauna if I chose to do so. These issues were annoying but nothing compared to what occurred earlier this week. I received my reminder text a couple of days in advance and I responded that I would be there for my appointment. I had my facial and was at the front desk preparing to pay for that facial (and to book a future appointment) when I was informed that prices had changed and I would owe more than I anticipated for my facial! I was stunned speechless. At no time prior to my appointment was I informed that any price changes had occurred. The opportunity to inform me was present when I booked the appointment and when I was sent a reminder about the appointment. There is no excuse for not informing me PRIOR TO THE APPOINTMENT about the price changes. When I had time to calm down, the next morning, I attempted to call the Spa to discuss the issue. No one answered the phone which is also something that has occurred a number of times when I have attempted to make contact. After several attempts to call I chose to use their website email process to inform them of my concerns and of how unhappy I am about the situation. I requested that they contact me and did demand that my credit card information be removed from their system. I received a email from them that stated that the card information was now removed. No other comments and not even an apology for not communicating the price changes to me. I will be the first to say that Elizabeth is great at what she does but I will no longer be using this Spa for any future services.

In response to the manager's comments I can only say that, if prices changed or were posted before September 1st, I can only say that when I kept my appointment on September 21, 2022 there had been no...

I wanted to give a detail review so patrons know what to expect. My husband treated me to a massage and facial here for my birthday. It was my first time at Highlands but the photos on the website showed windows with beautiful views in the sitting area so I was looking forward to a relaxing day with a beautiful view. This is not the case unless you have a spa party or a certain couples package. The normal “lounge” area is in a hall way with a lot of people constantly walking by. I was shown to the changing area and given a locker, robe and body wrap. The spa was kept clean, used cups cleaned up promptly. Definitely a plus. There wasn’t really an area to undress in private unless the shower or toilet area was available. There is one shower and one toilet. They don’t give you a towel for the shower or tell you where to get one. After improvising and using a bunch of hand towels to dry off with, I asked a worker if they had bath towels and was told they are in the cabinet. After trying to open 3 locked cabinets I finally found them. My massage with Misty was fantastic. She alone is the reason I would come back. My facial (not sure the girl even introduced herself) felt rushed and impersonal. When quickly asked if I had any areas of concern that brought me in today, I told her I had a lot of black heads. When I’ve gotten facials at other places extractions were part of it. After the facial was over and there was no attention paid to my concern of black heads I asked if that was something I had needed to pay extra for. She told me it was only included in the higher facial package. That should have been mentioned when I told her what my skin concern was. The music was interesting, it went from loud to really soft to completely quiet multiple times during my 3 hour visit there. If this was my first time at a spa I would think it was fine. But I’ve been to all sorts of spas in multiple countries, from mom and pop spas to The Four Seasons spas so I know what makes and breaks the spa experience. I’m hoping the owner will read these suggestions and consider implementing some to take their business to the next level, making this a place that the community finds rest and relaxation at. Consider relocating your “lounge” to a quiet relaxing area out of the way Offer heated rice neck wraps while we wait for our appointment Make sure patrons are informed of where the towels can be found Eye covers for facials, the bright light in our eyes is not relaxing Soothing music at a consistent volume and diffused essential oils to create a relaxing spa environment A new blow dryer. The warn out Revlon one barely blows and I left with sopping wet hair in the...

My husband bought us a couples package for Christmas and we booked it for January 18th. We arrived about 15 minutes early because I wanted to buy a hair mud mask to use in the steam room. We stood in line for a bit while both cashiers were on the phone. I checked us in and we stood around for ten more minutes in the lobby with nowhere to sit. It seems to me that they need someone to greet patrons as well as a place to sit. The lobby is full of kitschy accessories instead. I get selling salon products - and theirs are great, but the scarves, belt buckles etc... seemed out of place and made it feel like a store- not a spa. We were not asked if we would like a drink, although a glass of wine was included in our package. We were actually never asked that question and I asked as we checked out. I was offered a sugary juice drink when I asked for sparkling water. No thanks. We were shown to the changing rooms and given keys to our lockers. On the way, we saw a sitting area which would have made a difference in our meet and greet. The restroom was nice. One detail. I would not stack shower towels in the toilet room for hygiene's sake. Gross. Glad I brought my own. My husband told me that the men's shower was out of order. We were greeted by our massage therapists and shown upstairs to a room overlooking the valley. My massage therapist was named Debbie and gave a good massage with plenty of pressure. My husband's not so much. He thought his was more of a backrub. We mentioned the broken shower in the men's room and were told that my husband could shower upstairs. He stepped into that shower after our steam to find no soap and no towels. My shower also had no body wash, soap, shampoo or anything but an empty pump bottle on the floor. Again, glad I brought some. There was, however, a large selection of lotions on the counter to try. I feel that body wash and shampoo are more important but that is just me. When we left, the overall feeling was negative. Not pampered. Not cared for. The exact opposite that we expected. If they are trying to save money by not providing products, they need to state to bring your own and charge accordingly. Having been to many spas, I give the therapists three stars, the overall experience gets one. Take a lesson from Fleur de Sel restaurant next door. From the moment you arrive, you are greeted and pampered as a special guest. Think of amenities like towels and shampoo as water and napkins. Think of the atmosphere. The attentiveness. Perhaps the spa personnel could do some training under Patrice and learn how to interact with a guest. After all, we certainly paid for the privilege of a spa experience and...