For the first time my girlfriend and I visited Remedy Day Spa on the referral of a trusted friend. The staff was very helpful and kind in confirming our reservation and showing us into the space, a good start. We were told someone might reserve the adjacent area private tub and would therefore walk through our reserved space to get to it. We thanked the woman for the heads up and began our soak.

Ten minutes in I was ready for the sauna, Shawna followed a minute later. Just then we heard some very loud "dude/bro" talk coming through the door. They did not just walk through and they weren't accompanied. They explored the entire area, mostly the space we had reserved. They were NOT WEARING MASKS. Shawna notified them that we had this space until 6, one dude in disbelief said "she said 530, I'll go check." They then came back, picked up their things and went to the private tub where they continued to loudly laugh and exclaim. We decided to try to ignore the volume and enjoy ourselves nonetheless.

At no time did any employee come by to attend to the fact that there was obviously some reservation confusion, which the bros had masklessly brought to their attention.

We were using the clock above the tub to gauge our time. We had just ten minutes left and wanted to soak it up. Then a third bro enters the scene. NO MASK. Shawna says to him. I'm sorry we have this space till 6, he glances his phone to say it is 6, the clock is slow and he'll only be using the sauna, drops his things and pops right in. Still no staff has come this way to clean, sanitize or oversee any new patrons entering the areas.

We're starting to feel unsafe in addition to the bit of rage. Just then the third bro pops out of the uncleaned sauna... "Ethan is that you?!" "Dude!" "BRO!" "This is my spot man." And just like that all three of them were in the sauna in the area we had paid to reserve while we were still trying to gather our things and get the hell out of the space.

We showered because it was the cleanest and safest thing to do, and then went to check out and tell of our experience. I told them the customer service earlier and our arrival were handled very well. We went on to explain and ask about the loudness/respect amongst patrons, the rented space in question, and showing people in.

The manager was immediately defensive in favor of the BROS, as they are regulars and should know the process, don't need to be walked in, were supposed to wait in the locker room until their reservation time and lastly do not need to wear masks outdoors, even if they are walking through an area that someone else has paid $50 to privately be in. She also mentioned how busy they've been all day. This now makes us feel that they haven't been properly sanitizing all day, not just this instance, not just for their bros.

She told us the 6pm dude was supposed to wait until 615 to come out so they'd have time to clean, however we had showered and changed and it was well after 615 at this point and neither staff on site had seemed to head in that direction.

Mostly the manager assured us that these frat boys were regulars, they normally rent the patio in its entirety (so likely we were impeding them???), that trusting them to know was enough for her, and that she wouldn't go out of her way to ensure anyone else's comfort or safety. She also pointed out that she wouldn't require patrons to wear masks if they were outside even if passing thru another groups reserved space. As a restaurant and bar manager that has been running patio service for a pandemic year I can't tell you how infuriating that is.

As a Spa manager during a pandemic, you might be more receptive to the feedback about a patron feeling that safety precautions aren't being upheld, uncleaned/non sanitized areas being used at user discretion, and the unsupervised transfer of space amongst strangers in a common environment.

We did not pay for these services, as I think it would've been absurd to ask us to after all that, however I had to be the one to suggest it. Instead of providing any solution or "remedy" to our concerns, she found something to point back at us and shamed us for not saying anything sooner. That was nice. Though our cleanliness complaints came from the conclusion of our experience and scared us retrospectively. She also made it abundantly clear that as new patrons our concerns and complaints didn't hold a candle to the comfort of these well seasoned Princes.

The remedy has a lovely list of covid safety protocols listed on their website and I can unfortunately say we watched many of them crumble in real life service. This place may be widely visited, but it's choosing to be busier at the price of cleanliness, safety and apparently customer service. Or at least for certain patrons. As someone who manages for a local company, widely supports local companies and greatly supports paying to sit in hot water, it's a real shame this is how this all turned out.