Skʌ:nʌ́: The Spa at Turning Stone — Local services in Town of Verona

Today is my wife's 50th Birthday and she decided to go to the Skana Spa At Turning Stone with 7 friends. Upon arriving they were told that although 6 had spa treatments and one had a manicure, that person with the manicure would not be allowed into the spa and would have to sit out in the lobby while all the others were in there.

After explaining that this was a 50th Birthday and that the group was coming together, they were told that if she wanted to get a spa treatment then she could enter the spa, otherwise no. I guess the $150 for the spa treatment was what they wanted...manicures must not be enough money for this greedy organization.

When my wife returned and told me that she and the other women had to go out in the lobby on a rotating basis just so the other woman didn't have to sit for several hours all by herself. I was furious, this is NOT customer service.

I called and asked to speak to a manager and explained our position and how we were very unhappy with the customer service and that it was completely unacceptable. She basically told me that she was aware of the situation and had spoken to the woman and offered to get her a spa treatment at around 12:30 when everyone else would be wrapping things up. She declined the spa treatment and as a result, had to sit in the lobby.

I explained to her how this was a special occasion that they made less special, that we go there multiple times a year, spend the night, dining, gambling, etc. I also stated that we have gotten to the point where we expect poor customer service at the casino and as a result, the neighborhood will go to Mirabeau Spa in Skaneateles (about the same cost, and customer service is amazing). The response from the supervisor at Skana was "ok, thanks for your feedback".

So...in response, you are welcome for the feedback and we will never...

The facilities are very nice. It is fairly pricey , Not something I could afford to do all the time but, well worth saving money to do again. Now that I have been there I realize next time I can Bring a swimsuit and plan to be there before or after my massage and salon appointment to be able to use the sauna, pool and Jacuzzi. It was a nice surprise to see that they have showers with changing areas and a vanity room with blowdryers and curling irons for you to use after your appointment. After checking in, the locker room attendant brings you downstairs to change into a robe and shows you to the treatment room where you wait for massages, salon appointments and make up appointments. They have assorted nuts, fruit and infused water for you to enjoy while you wait. The spa is supposed to be a very hushed relaxing environment and they try to do this with the relaxing music playing softly, soft lighting waiting areas with fireplaces. However, I was there on a Saturday and they were very busy with lots of women that couldn’t keep their mouth shut in the marked whisper zone rooms let alone be semi quiet or respectful in the hallways or changing areas. When they are all laughing loudly and talking loudly standing in a group of women in the doorway of the whisper room, It kind of ruins the mood. I wish the staff had cracked down on the noise. I’m sure it’s much more of a peaceful retreat weekdays than it is on a busy weekend where are your chances of having people be loud and...

I have had many experiences over the past twenty years with the healing therapy of massage from a range of both independent practitioners and those who are employed by spas or companies. Usually, I prefer the independent practitioner, because the massage therapy is not overshadowed by other services offered. At Skana, though, I can always count on leaving their spa positively transformed! It is obvious that they place equal importance on all that they offer. Every massage I have experienced at Skana has been beyond better than others I have received at high-end spas in and around the Syracuse area; so now, they are the only ones I will book for a day visit. The staff is kind, welcoming, attentive, and helpful. The facilities are impeccably clean and consistently updated, as well as unique to the local culture. I always feel as though I am receiving "special" treatment when I am there, and it's never crowded/overbooked, which is high on my list of priorities for having a relaxing experience. And, most important, the massage therapists are professional, thorough, knowledgeable, and skilled. I consider Skana to be that special place where I can treat myself and feel confident that I am going to receive what is more than worthy of my time and money....