1 /5 Kate Henley: Exo is managed awfully. It started with my friends and I coming in for our apt on a Saturday we had booked the week prior. Over the phone we were told that we could show prior to the appt time and we could be sat at the bar to enjoy drinks and food, if they happened to have vacancies early they would pull us back sooner. Saturday is a busy day so we were not pulled back sooner which is perfectly fine! However we did show 2:30 (appt booked for 3). We were immediately sat in a very packed waiting area where we were told to wait to check in. Our first 30 min we sat there waiting to fill out our service requests. Finally around 3 we are given our papers and sat back down. So we didn’t get to enjoy the bar or any food because now our appt was coming up and we weren’t going to risk getting missed. Saturdays are extremely busy and I get that but they continued to sit multiple people for walk-ins before we were sat. We made an appt so what gives?? 45 minutes goes by and we are upset. It is now 3:45, we’ve been there for an hour and 15 minute, 45 minutes past our appt AND they’ve sat almost two lobbyfulls of walk-ins before us. We believe they realized their mistake and finally asked at 3:45 if we would mind being sat in the VIP room. For all we waited, we weren’t going to argue that…. All the VIP room is is an overflow or event room.. there is nothing special about it and in fact while it looks fancier, it boasted less amenities than the main nail room. There were no massage chairs like everyone else had. My two friends nail preference sheets got mixed up so they received each others nail requests so that was kind of annoying but they both requested the same pedicure package. One pedicure was awesome according to them, and the other one missed so many marks. No nail buffing, no cuticle clipping, no stone massage that was a part of her package, no callus removal, etc. My technician was amazing though personally. Anyways, the last real straw was while my friends were getting their manicures, my friend said that she watched multiple technicians pass tools between each other after use on another customer, so no true sanitation in between uses which is gross af. For all the mistakes my friend was offered a $25 gift card which was pretty disappointing because we will not come back. We believe the front desk noticed the disappointment and also did add on a 15% discount. This was only for the friend whose service was missing key parts, my other friend and I just swallowed our disappointment. I want to point out that we believe the flaws exist from poor management. The front staff did as well as one could, a busy ass Saturday and there was predominantly 1 person working up front at a time which is insane for the amount of customers that were presents, get the staff some dang help. 1 bar tender, 1 spa technician upstairs. That’s insane for time management. Also personally, and this is more of my own personality issue, but I think gone are the days of “sales/business models” of owners/managers coming out and trying to make personal connections with people about their business. Please focus that energy on bolstering your staff and giving them what they need to make a good experience for the people coming in. No offense but I don’t want to be bugged for conversation while I eat about your chef, just feels like you’re trying to upsell and it’s uncomfortable, we can all see through the facade of the poor management, no matter how much of a nice smile you put on when you come out to individually greet/bug customers. Again staff, were amazing. STOP PRIORITIZING WALK INS OVER APPTS, what is the point of making an appt if they’re going to seat walkins before you constantly. we were just a party of 3, and watched multiple 2’s and larger groups walk off before us. Frustrating to say the least.
Also the food is mid. I apologize cause the chef supposedly has the accolades but the food was not anything to write home about. Also PLEASE offer better mocktails that aren’t all soda.
We won’t be back.
