Cleopatra’s Spa in Dubai was our final stop that evening. I had been looking forward to this visit because Daniella Russell, the owner, has such an impressive breadth of spa industry knowledge in this part of the world, and because she has built a very successful business. She opened her Cleopatra's Spa eight years ago, and my guidebook still lists it as the most popular spa in Dubai. That’s an amazing accomplishment, given all the competition. Daniella has quite an operation since Cleopatra's is really two full spas – one for men and one for women. The women’s had a Rasul chamber with brightly colored tile (which my sister said looked like a ride!).

A Cleopatra's policy is for staff members to escort guests by putting their hand on the small of the guest’s back. I noticed that Danielle did exactly that as she greeted me. It feels good to be touched, and I have a feeling that the warmth and nurturing of the Cleopatra's experience is due at least in part to that one small gesture. The newer hotels and resorts have snazzier facilities, but I bet Cleopatra’s trumps them all in hospitality.

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The next stop was back in Dubai: Park Hyatt, Amara Spa. Loved it! The entire property was impressive with a beautifully done Moroccan theme, while avoiding being “over-themed”. I understand why people quite often describe Dubai as something between Las Vegas (without gambling) and Disneyland.

We arrived at the Park Hyatt just as the sun was setting. The entire spa was illuminated by thousands of candles and fires, which were cleverly surrounded by water features. It was really magical. I thought of calling my friend Gordon Tareta, who is the very talented head of spa operations for the Hyatt brand, to let him know how impressed I was with the spa and the management. I don’t know how he does it with so many spas under his command all around the world, but this is yet another winner!

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Wow…am already back in the U.S. The last few days of my Dubai trip was a whirlwind, but I don’t want to neglect mentioning the other spas I saw and what I learned about the spa industry as a result of my visit.

Jumeriah Bab Al Shams Desert Resort and Spa is what I envision when I think "Arabian Nights". Tasteful and stunning. This property is a 45-minute drive from Dubai straight out into the desert. Someone suggested that my sister, who was with me, take a brightly colored cloth with her on our trip. She was puzzled and asked, “Why?” The answer from the smart-alecky guy was “So you will remember what color looks like.” OK, very funny. As it turns out, we loved the pale desert setting and the understated décor of Bab Al Shams. The long stretch of desert dunes was a welcome contrast to the glitz and brash color combinations found in many of the Dubai hotel and resort settings.

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The spa at the Madinat Jumeirah is next on my schedule. I had been looking forward to seeing their Six Senses Spa ever since it was ranked top spa in the Middle East in our 2005 Readers’ Choice Awards. The readers did not disappoint me. I have to say, I liked this spa's Arabian-themed design. This was the first spa and one of the only spas I encountered in Dubai that chose to feature an indigenous theme in the décor. Oddly enough, many spas in the area were built with an Asian theme.

The most memorable treatment room was one with a hammam marble slab, massage table, Jacuzzi bath, watsu pool, and outdoor relaxation area. Good place to spend the day.

Anni Hood has been the spa manager here. She is British (as are most spa managers in Dubai). Her enthusiasm and energy (she trains for triathalons), the impressive facility and décor, and the Six Senses brand name has proven to be a good combination. This operation is a success. That is perhaps why it was just announced that Anni will be the new group director of spa for the entire Jumeirah brand.

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My spa touring continues. Grand Hyatt is next on my list, where I find a fairly traditional spa facility very much like the spas I see in the US health clubs, but with gracious hospitality a la Dubai from Steven, the spa director, and Peter, the regional GM. Note to self: Showing enthusiasm when someone is visiting (even unannounced) is very impressive.

Over to Emirates Towers and a peak at their brand new H²0 Spa – the first all-male spa in Dubai. I’m curious to see how this concept works – a very large hotel with a spa only for men? After meeting with Anthony Lawrence, the group director of marketing (and a very busy man with the telephone), I head down to the all-male spa for a tour. Cecelia Larson, the stunningly gorgeous Swedish, blonde spa manager, greets me (I know instantly at least one reason why this spa would be popular with men!). She shows me around – lovely ambiance, minimalist décor, blacks and woods, very small (just a few treatment rooms). The hotel is 80% male business travelers. Females are relegated to the day spa in the attached shopping center. This hotel does, however, offer the “Chopard Floor,” which has guest rooms for women only, with an all-female staff. The women don’t get a spa - but they do get a floor.

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Today is our day to visit the Middle East Beauty, Spa and Wellness Expo. We wander through aisles upon aisles of beauty products and spa wares. I was told by umpteen people not to expect too much from this trade show, but I am pleasantly surprised that it is much grander and more interesting than I expected.

Saw some new spa room designs including individual hammam cabins – one with a built-in TV for almost $50,000 – hydrotherapy tubs, dry floats, and lots of those advanced vibration-technology exercise units that seem to be all the rage. These units also dominated the fitness area at the London spa expo this spring. You stand on a platform in various positions hanging on to handles, which help stabilize you and get your muscles working, when the strong vibration begins. My doubts about the effectiveness and popularity of these are addressed by the managing director of Power Plate, who informs me that the company sells 800 units a month. Power Plate is soon to be be a featured product on Oprah, where they will be gifting a machine to every audience member. I’m thinking I may need to take a closer look.

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Playtime is over. Work begins tomorrow. I am surprised to find out that the work week here in Dubai is Sunday through Thursday, and the weekend is Friday and Saturday. Taking into account jet lag, the eight-hour difference between Dubai and New York, and the fact that their Sunday is our Monday and their Thursday is our Friday…Well, you can imagine that when my sister, Katrine, asked me what time it was in Texas (where she lives) I threw in the towel and decided to just live in the moment. Of course, the question is: Which moment?

The spa visits begin. Asswana Spa at Burj al Arab was first on our list. Highlight: The infinity swimming pool (pictured at right) with views of the Dubai skyline. Great treatments and good management (kudos to Tina), but the spa is six years old, and in Dubai years that's ancient. Extensive remodeling is in the works.


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My twin sister Katrine and I move from the Burj al Arab, where we were royally spoiled, to the Madinat Jumeirah Resort and Spa, which is right across the street. It is our birthday, and we are thrilled to be celebrating it together in Dubai. You can see from the photo that this move is not exactly harrowing, since our butler Rae (whom we will miss desperately) is handling all the details. Not only did the Burj send flowers and a birthday cake, but the Madinat Jumeirah also greeted us with a cake, champagne, and a screen saver on our room’s computer that said, “HAPPY BIRTHDAY!” The two hotels had coordinated our celebration (both are part of the Jumeirah brand).

I now have a better understanding of these hotels' six- and seven-star ratings (even if self-proclaimed). With a ratio of seven staff members to every guest at the Burj, everyone in the hotel seems to recognize guests by name, and there are continual service surprises in the forms of food, wine, flower, and gifts on your bed in the evening. There is a culture of anticipating guest needs and exceeding them at every point. When I order a converter plug for my computer, the butler arrives with two converters on a silver platter. When I order a bottle of water, six arrive. It seems as though we're always answering the door! When I commented on the constant interruptions, Katrine wisely said, “It’s probably something we ordered”—and it always was.

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Can't believe I am sitting here in the locker room at Ski Dubai with my rental parka, pants, and ski boots on, while the temperature outside is close to 100 degrees Fahrenheit. Yes, my twin sister got to plan the day, and she insisted on this outing because she likes to do everything that is new and different. In my hands is a fleece hat and fleece gloves (which I had to buy because Ski Dubai doesn't rent them for hygiene reasons). We initially balked at the hat, wondering why we would possibly need a fleece hat for a few runs down the slopes in this man-made mountain in a shopping mall. But they insisted that without a hat our ears might get frostbitten. Yikes.
I'm sitting on the chairlift now, heading to the top for my third run. Amazingly, they were right about the hat - it is cold in here, but we take our chances with frostbite for the photos. This entire experience is a bit surreal. They got it just right: The snow feels like snow and the chairlift is exactly like the ones we are used to in Colorado. There is even a ski patrol, a toboggan for the injured, and a small hut where one can get hot chocolate. Of course, you do so while the clock is ticking because you only have two hours before your ski ticket no longer works. But if you buy enough food in the warming hut, they give you an extra 30 minutes. Well, we won't be needing it, because after this run we're heading to Harvey Nichols in the mall to do some shopping. Besides, my nose is running.

(Sent via Blackberry.)


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Well, our first day in Dubai was quite an experience. Checking into the Burj al Arab, which is known as one of the most luxurious hotels in the world, was in itself memorable. Rolls Royce pickup at the airport; ceremonial greeting at hotel entrance; escort to suite by tuxedo-clad manager; and a tour of our two-story living quarters by our personal butler. The suite tour took an hour. And this isn't even VIP treatment - it's standard procedure for any guest who checks into this 202-suite hotel. My sister Katrine and I snicker as we sink into comfy high-thread-count linen bedsheets amidst tremendous opulence and enough gold and glitz to last us, well, maybe forever. After a good night's sleep we call our butler to deliver breakfast and then head to the spa where Tina, the spa director, has arranged for an "Around the World Massage" treatment for each of us. We sit in the relaxation room sipping tea, where my sister sums it up: "This is working for me."


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After a very pleasant 12-hour trip on Emirates Airlines from New York to Dubai, I'm at the airport awaiting my luggage. With me is my identical twin sister, Katrine, and we are both giddy with excitement to see what this scene is all about. I have tours of spas planned, plus I will be attending the Middle East Spa and Wellness Expo, and my sister insists that we not only visit but participate in Ski Dubai. (Indoor snow skiing, that is.)

Katrine just reminded me that I should mention that our seats on the plane had massage options. With five body-area settings and choice of pulse, wave, steady, and zigzag, one could vibrate for the entire 12 hours. Alas, hours of mechanical massage can't match the effects of even a few minutes of a skilled human touch.

Well, I'm off to the hotel! It's 9:00 pm here, and more adventures await. We are staying at the famous Burj al Arab (pictured at right).


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Driving back to the city from the NYSPA meeting at The Sagamore, we were accompanied by Ingo Schweder (Corporate Spa Director, Mandarin Oriental ) and his delightful fiancé. We stopped at the Roosevelt baths in Saratoga Springs right next to the Gideon Putnam resort, which were remodeled into a beautiful spa just a few years ago. We were impressed with how the spa management maintained the original feel of “taking the waters” in this area, yet were still able to incorporate the services and products of a truly outstanding spa. I guess we aren’t alone; over the weekend the spa, which has 42 treatment rooms, was totally sold out!

And just in case we were wondering whether all the water in those baths is really mineral rich, each of us was treated to a glass of natural mineral water directly from the spring. Ugh, be forewarned – you’ll want to think “tiny sip." But it did drive home the point that bathing in these waters is different than sitting in tapwater at home. Therapeutic benefits? Well, it certainly seems like a possibility.

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Yesterday I was up at The Sagamore in northern New York to attend the first meeting of the recently formed New York Spa Association (NYSPA), a new organization whose mission includes revitalizing the historically rich spa industry in the state of New York. Professor Mary Tabacchi, from Cornell University's School of Hotel Administration, the major organizer of the event, pulled in a stellar group of spa professionals from around the world.

Former Lieutenant Governor, The State of New York Hon. Mary Anne Krupsak is the chairman of NYSPA. She made some interesting points in her talk when she compared New York’s recent revitalization efforts for the wine industry (which have been incredibly successful!) to the opportunities she sees for revitalizing the spa industry.

After all, New York State has a rich history of spa because of its amazing natural mineral springs, which are still in existence today. Modern facilities and appropriate marketing efforts to promote spa visitation, not to mention a “spa trail” where visitors can enjoy a variety of spas, attract visitors from all over the world to enjoy the beauty of the area and the many wellness opportunities offered by the setting and its natural resources. And as the Hon. Mary Anne Krupsak pointed out, the wine initiatives had nay-sayers who were concerned about the negative effects of wine, but the spa industry would likely enjoy wholehearted support for all the myriad health benefits it promotes. An exciting direction.


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The Mayflower Inn and Spa in Washington, CT, is readying for opening. I was invited to be a part of one of the property's “soft opening” groups this past week. My reaction? Words like stunning, gorgeous, exquisite, tasteful, thoughtful, and amazing come to mind. Without giving away some of the surprising details that will unfold for all of us in the next few months (hint: the destination program includes unlimited spa treatments), I did want to be among the first to spread the word that the Mayflower Spa will likely set a new standard in luxury for spas around the world. Welcome, welcome, welcome.

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Earlier this week Peter and I were in the “audience” during a presentation given by two Cornell University students who are getting their Masters of Management in Hospitality (MMH). They had chosen the topic of revenue management in the spa industry and used the two of us as resources. The students' primary and secondary research showed that:

1) Very few spas are using revenue management as a tool
2) Doing so would likely increase their bottom line

We were impressed with their insights. Revenue management seems perfect for the spa industry.

But what exactly is it? I checked some definitions and liked this one from PROS:

“Revenue management is the application of science to maximize revenues and profits. Aspects can include forecasting demand, optimizing the allocation of inventory, providing dynamic packaging, and offering dynamic pricing.”

One of the most familiar examples is airlines raising ticket prices during the holidays, lowering them during the week, offering cheaper rates for advance bookings than for last-minute bookings, etc.

In the spa industry, revenue management will likely translate into lower prices for treatments during slower times (mornings and early in the week) and higher rates at peak periods (Saturdays). And that will just be the beginning, as product, hotel room, special service prices, etc. could also be adjusted to rise and fall according to demand. Value-add, packaging, and dynamic pricing will also be part of the mix.

Am I happy about this? Well, yes, if I like my massages on Monday morning.


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“Women use an average of 12 products on their skin every morning just to get ready for work.” Dori Soukup shared that wisdom at last week’s panel on spa residential living when someone asked her whether enough products would be sold if a spa were not open to the general public but only to members and their guests. I thought that was an inflated number – until I examined my own morning regime. Dori, who has managed a variety of retail outlets in residential communities as executive vice-president of marketing for Pevonia Botanica, assured the questioner that not only do spas boost real estate sales but they also can be revenue producers.

This morning I counted the products I used: body wash, shampoo, hair fortifier, hair conditioner, body lotion, face cleanser, toner, moisturizer, eye cream, foundation, and hand cream. That doesn’t even count eye shadow, eye liner, mascara, blush, two kinds of lip liner, lipstick, lip gloss (ok, I have lip issues), and a moisture spray to “set” the makeup.

It’s becoming clearer to me how spas can have sales targets of 40% product revenue, improving the industry average of approximately 20%. I’m certainly helping some of their bottom lines.


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One of my dreams came true on Monday. Having been the "lone ranger" three years ago when predicting the popularity of spa lifestyle communities, it was heartening to have the privilege of moderating a panel at the American Spa Expo on Spa Residential Living. And it was even sweeter that my husband, Peter, was there. It hadn't been easy selling him on the fact that this was really going to be a trend! (He did catch on sooner than most.)

Panelists included Gary Milner representing Canyon Ranch Living, Rick Hayduck from Cliff Communities, Steve Kass from American Leisure, and Dori Soukup from Pevonia. Each shared experiences and views on this burgeoning phenomenon: communities built around a spa/health/wellness lifestyle.

One of the most interesting comments came from Gary Milner, who disclosed that properties at Canyon Ranch Living sell at an almost 50% premium because of the Canyon Ranch life enhancement focus. And Rick shared data that convinced the Cliff Communities - which have primarily been known for golf - to put more resources and emphasis on their wellness-and-lifestyle component. After all, only 10% of consumers are interested in golf, but 75% are interested in health and wellness. So, if golf community real estate is a trillion-dollar industry, the opportunity in spa communities is going to be amazing.

Sigh....very sweet to have this confirmation three years later. And someday my husband and I will likely retire in such a setting. Where we can live at the spa - literally.


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On Friday Avon announced that it is closing its salon and spa in Manhattan on June 16, after eight years of operation. Avon's only spa is prominently located in Trump Tower on Fifth Avenue. When I heard the news, I naturally wanted to get more details, not only because we participated in a press event there on Monday morning but also because I wanted to understand: Why?

So I studied their financials (since Avon is a public company, the numbers are available), dug a bit deeper into their business model, and spoke with some of their management. The facts painted a different picture from the initial one I envisioned after hearing the somewhat shocking news. Here are some tidbits:

Avon was founded in 1897

Avon is the world's leading direct seller of beauty and beauty-related products

The company did a record $8 billion in sales last year

Avon has five million sales reps worldwide

A $100 million state-of-the-art R & D center in Suffux, NY was just constructed

The company recently announced a "delayering" strategy to remove some management levels

Salma Hayek is the Avon spokesperson

Avon Wellness is working with Curves

The recently released Anew Clinical Eye Lift has done more than lift eyes - it also seems to have helped lift Avon's stock price

Bottom line? The Friday earnings announcement, in which the closing of the Avon Salon and Spa was mentioned so briefly that it was almost a footnote, resulted in a 4% increase in Avon's stock price!

My guess is that while they made the decision to close due to corporate restructuring, they will likely be happy to give up what must be sky-high rents at Trump Tower and the high labor costs which are common in the spa industry (often over 50% of revenue). Smart business move - but probably a little hard on the ego.

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