Ok. This facility is 5 star for sure. Loved the women's spa lounge staff and front desk staff to death. The 2 stars comes from the worst facial I've ever had. I'll keep her name private, but it did start with a J.  I was greeted and brought into the treatment room. She asked what products I used but that was it, no real consultation (like I was told when I booked the appointment I would have).  She then chatted about this and that, told me \"sorry if you hear me fidgeting a lot, I have a bad back and it's spasming today.\" Uh-oh, that's not the best start. Long story short: there was so much downtime with nothing going on but me sitting there. The steamer was on, but no steam actually touched my face. The hand and foot massage that was talked about in the service description was a lotion application and light very very short rub at best. She noticed I had eyelash extensions, any estheticians knows to not manipulate eyelids let alone ones with extensions. I lost half of them on my right eye by the end. She applied some lip balm/hydrator to my lips where a huge chunk made it into my mouth, not pleasant......my co-worker  received the exact same service with another provider and absolutely LOVED it. So I know it wasn't a bogus service but just a disappointing provider. Look, this is a nice resort where people drop a lot of money, spa services are not cheap here. I'm actually fine with paying high prices for amazing service because I believe in service value.  I was so unhappy after my service I asked my coworker to leave with me instead of staying and enjoying the amenities bc I was so upset.  Redeeming factor: at check out impolitely asked if a manager was available and the professional gentleman behind the desk informed me that they weren't buy asked if her could help me. I explained my situation (very calmly and politely as I'm not a usual complainer.) and he was immediately apologetic and comped my service. He was amazing I wish I remembered his name ( I think Allen but I'm not sure) He is the epitome of customer service.  The resort itself is lovely.  I will write a separate review for BLT restaurant bc that was a most memorable experience.  Go to the spa it's great, I just hope they recognize their providers should give their all. I run a salon and spa so of all people I get it.