Horrible service, staff don't seem to know what they are doing. I received a $500 gift voucher for my birthday, and decided to go with a friend. The problems started straight away as I e-mailed them at the start of the week, asking if I could make an appointment for the Thursday. They e-mailed me back, telling me that it would be fine, and asked me what I would like done. I e-mailed them back and received no reply, despite several e-mails. They answered their phone once in the 20-30 times that I called over three days. When I did get someone, the staff had no idea about my booking for Thursday. They said that they already had someone booked in for 12, and I wouldn't be able to come in until the next Saturday. Eventually they agreed to us coming in at 10, but they said that we would have to rush, which I found quite unprofessional. I received a mud wrap, facial, manicure and an eyebrow wax and tint with eyelash tint. The first problem started when the staff doing my facial said that they were going to leave my face mask on for ten minutes. Twenty minutes later the staff walks back in, smelling like smoke. The staff then rubbed smoky hands all over my face while rubbing in the mask, which I found absolutely disgusting. Everything seemed fine while they were doing my eyebrow wax, until I looked in the mirror. I saw that they weren't even at all, one of them was straight while the other was angled. When I mentioned this, the staff said that it was just my bone structure, and it was fine. I then went outside to have my "manicure". Manicure seems to mean filing and one coat of nail polish at Serenity Secrets. They tried to charge $45 for that. On top of that, the staff that did my nails left it streaky and it looked absolutely horrible. I could have done a better job myself, even using my left hand. The owner then waited until we were finished before the staff mentioned that customers that pay by BBX incur extra charges. The staff does not have any information regarding this on the website, therefore I ended up using much more of my voucher than I intended to (which doesn't really matter since I don't plan on going back). I told them that there was no way I was paying $45 for one coat of streaky, uneven polish. They said that it was because of the nail polish they used, which they could have told me before we started. If the staff had told me my nails would end up streaky and disgusting, I wouldn't have bothered. They ended up making me pay $30, instead of the normal $45, which is still grossly overpriced, seeing as it is possible to receive a professional, beautiful manicure for as little as $35. Overall, this spa was absolutely horrible, will not be recommending it to anyone, as the staff are clueless, and unable to take responsibility for mistakes.