Evaluating the overall customer reputation and experience at Secret Escape Nail Lounge reveals a complex picture with a mixture of satisfaction and dissatisfaction among patrons. Positive reviews highlight attentive and skilled technicians like Kayla, Amanda, and Mary, who are praised for their exceptional service and for creating a welcoming atmosphere. Customers report feelings of confidence and admiration for their manicures, pedicures, and intricate nail designs, with special mention of technicians' ability to replicate desired designs and provide added comforts like massage and refreshments. However, there are noteworthy concerns too. Some recurring negative themes include inconsistent quality of nail services, communication barriers due to language, and incidents involving discomfort during treatments. Particularly, clients have reported dissatisfaction with the shape, bulkiness, and uneven length of the nails, leading to discomfort and the intention not to return. The mentioned technical inconsistencies, coupled with the language barrier, appear to be significant factors influencing the decision of some customers to seek services elsewhere, despite the salon's available convenience and service range.