Evaluating the recent feedback for Lapis Spa, the overall company reputation appears to be mixed, with significant negative experiences overshadowing many of the positive aspects. Patrons commonly describe the facilities as either 'beautiful' and 'luxury' with a comprehensive treatment menu, or as 'dated,' 'dirty,' and lacking in expected amenities. There are repeated occurrences of guests not receiving the full services they paid for, such as omitted scalp massages and unavailable spa features, despite high costs. Customer service issues are repeatedly noted, with some staff described as 'unprofessional' and 'frustrating,' and others like Maribel and a few massage therapists mentioned as 'nothing but fabulous' and 'professional.' Miscommunication and a perceived lack of transparency—especially concerning the availability of amenities and services—are also prominent points of discontent. Operational issues such as the need for more robes, towels, and properly functioning facilities are concerns that have negatively impacted the guest experience.
Positive aspects of customer feedback for Lapis Spa predominantly highlight the aesthetics of the spa, with patrons finding the spa layout and ambience 'very nicely laid out' and the experience to be 'beautiful.' Individual company representatives like Maribel are praised for providing excellent care, indicating that some staff members contribute significantly to positive guest experiences. In addition, some customers are pleased with specific treatments and the professionalism of certain therapists, suggesting that individual service encounters can be satisfactory. The comprehensive treatment menu and anticipation of enjoying a full range of amenities are also mentioned positively, indicating that customer expectations are high due in part to the spa's promising offerings.
Concerns raised by customers about Lapis Spa center around several key negative aspects. Front desk service has been criticized, with experiences of lying about availability and poor interactions noted. Inefficient processes and a lack of adequate staffing at key points, such as robe and locker distribution, are causes for frustration. The availability of amenities or lack thereof, including out-of-order features, insufficient towels and robes, and underperforming essential facilities like showers and toilets, has significantly impacted customer satisfaction. Issues surrounding transparency, particularly regarding service availability and the conditions attached to bookings, such as spa access for salon services, have led to customers feeling misled and disappointed. Furthermore, there have been comments about the facility appearing 'dated' and 'dirty,' which detract from the luxury experience clients anticipate from such a high-priced service.
Based on customer feedback, there have been instances where certain amenities were unavailable. We recommend contacting Lapis Spa directly prior to your visit to confirm the availability of all features and services.
The spa's response to service discrepancies is not explicitly mentioned in customer reviews. It would be advisable to inquire about the spa's refund and compensation policies when booking your appointment.
If you have any concerns during your visit, it is best to report them immediately to spa management to address the issues promptly. If management is not available at the moment, follow up with the spa after your visit to provide feedback and seek resolution.
