Tag Archives: Spa Real Estate

Mandara Spa at Atlantis – A True Sanctuary

atlantis.skyview 747029 Mandara Spa at Atlantis   A True SanctuaryMandara Spa at Atlantis – A True Sanctuary
by
Susie Ellis

Peter and I did something this weekend which we were never able to do while living on the West Coast – hop on a short flight to spend the weekend in the Bahamas. It sounds so “East Coast” doesn’t it? Actually Peter is on a mission to convince me that getting into boating would be a good idea. I fear he has an uphill battle here, however I didn’t mind spending a weekend with him checking things out. Besides, this jaunt would give me a chance to visit two spas: Mandara at Atlantis and the One & Only Spa at the Ocean Club, Bahamas.

So we boarded a 2 1/2 hour flight yesterday morning and flew directly into Nassau. Peter decided we should stay at Atlantis since it is on the water. While ordinarily a resort with 3,800 rooms and lots of kids would not be my first choice for a weekend trip, we were just staying one night so I thought, why not? Besides, here on the East Coast I see so many Atlantis ads, it seemed like a good idea to see what all the fuss was about.

Well…Yes, it is large. Yes, it has lots of kids (although there is one tower which is for adults only – not the one we stayed in.) Yes, the decor is a bit Disneyland-20-years-ago. And it seemed expensive. My bagel and cream cheese this morning was almost $5.00 and Internet usage here in the business center is about $1.00 a minute. The room too was pricey. I must say, however, those families who were here all had broad smiles on their faces and seem to be having quite a bit of fun with their kids. It looks to be a good family adventure.

mandara.spa.atlantis 745770 Mandara Spa at Atlantis   A True SanctuaryOn to the spa. Happily Jeff Matthews, who is a good friend and the head of Mandara for Asia, had let them know ahead of time that we were coming. Vicky, the very impressive Spa Director, greeted us and was expecting us. That was nice. I learned that this is their NEW Mandara Spa – opened just a year ago since they had outgrown the old one. This one has 35 treatment rooms and the men’s and women’s locker rooms have saunas, steam, hot whirlpool and cool plunge (note, not cold, but cool plunge….probably a good idea since I rarely see anyone going into a cold plunge). And surprisingly, the spa rates seemed cheap!

Nice decor in the spa – more sophisticated than the rest of the resort that’s for sure. The suite where we had our couple’s massage was quite nice – shower, restroom, tastefully decorated, etc. Both therapists were excellent (and they washed their hands before starting the treatment – hurray!). I would give my therapist an eight on a 10 point scale, Peter would give his therapist a seven. Since we are rather picky, those are not bad scores.

I worked out in the fitness center the next day (this morning) which I learned was also managed by Mandara. I find it interesting that more spas are managing fitness facilities these days. It used to be that fitness and spa were very separate from each other in hotels and resorts. But I like this coming together because it broadens the public’s view of spa to include not only the pampering and stress-reducing therapies which help people take a step toward wellness, but the exercise gym and studio which does as well.

The gym had quite a large display of Elemis products – in fact more obvious than the product display in the spa itself. Knowing that Steiner (who owns Mandara and Elemis) is known for high retail sales in their spas, I was surprised to see the rather subtle product presentation in the spa. It would be interesting to know if the product sales in this spa are as brisk as in other Mandara/Elemis/Steiner managed properties.

Well…I will save my One & Only Spa report till later since the clock is ticking here in the business center.

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Retail Sales at Spas are Good for the Customer and the Spa

(….this is the second time I am posting “Retail Sales at Spas are Good for the Customer and the Spa”)
by Susie Ellis

I posted the Retail Sales post which follows last week and soon after the post went live, I received an email from someone suggesting that it wasn’t a good idea for me to post it because spa consumers – not just spa industry professionals – might read it. In the post I was talking about the importance of retail sales for a spa’s bottom line. Since I was rather busy and didn’t have time to reread my blog to consider editing it, I asked my assistant just to pull it for now until I could take another look…which I did this morning. And have decided….I am posting it as is.

One thing I have learned about blogs is that truth is what people want. Trying to “look a certain way,” “sell,” or “promote” isn’t what blogs are about. My blog is just a place for me to share my views, my feelings, my ideas….and given that I have been in the spa industry for 30 years, have a passion for it, have visited a lot of spas, have run my own spas and businesses and am in the loop on most spa happenings around the world, well, I guess some people feel that my thoughts are interesting and maybe even useful to them – both consumers and spa professionals. So I don’t really think much about who the audience is but rather just write “top of mind” as someone suggested I do when I began. Blogs generally find their audience over time and I don’t consider it my job to try and widen my blog’s appeal. My job is to be transparent and truthful.

Regarding spa consumers…I have come to have a great deal of respect for them. They are bright, savvy people. Gary Walther, the editor in chief of Luxury SpaFinder Magazine, taught me this. He writes to his audience with a high level of respect and admiration. He doesn’t “speak down” or treat an audience as if they are youngsters. I have really liked that approach.

Therefore, it seems just fine to me for spa consumers to learn that a spa needs to have retail sales in order to make a profit and keep prices of services reasonable. Since consumers are buying products (especially skin care products) somewhere anyway, there is nothing wrong with asking them to please buy them from us. Intuitively spa-goers know that when a trained aesthetician spends at least an hour working with a client’s skin – and has trained extensively on whatever spa product brand they are using – it isn’t such a bad idea to follow their advice. It seems more reasonable to me than going with what a salesperson at a department store recommends after a 2 minute conversation. And yes, aestheticians often get a percentage of the sale (usually around 10%) but consumers know that when they buy things like clothes, electronics, cars, etc. that the salesperson is likely to receive a commission. Well, it’s the same thing for many spa product sales.

So….for the second time now, I am going to hit the “publish post” button and hope you don’t mind the transparency.

Retail Sales at Spas are Good for the Customer and the Spa
by Susie Ellis

From my notes at the recent ISPA conference re the 2007 Spa Industry research study results: Retail Purchase Effect on Retention

  • 0 spa products bought = 40% customer return rate
  • 1 spa product bought = 70% customer return rate
  • 2 spa products bought = 80% customer return rate

product.ontable 707539 Retail Sales at Spas are Good for the Customer and the SpaI thought wow! What a great thing to know…and what a smart thing for spas to teach their staff! This information should be spread across the spa world like wildfire.

Intuitively it makes sense that when a client purchases a product at a spa, it means they had confidence in the spa and will now stay more connected since the product will remind them of the spa every time they use it at home. It is also very possible that whatever products were bought (skin care in which the customer has been educated is the number one seller) has given them good results which brings them back to the spa.

Attaining a 70% or 80% return rate at a spa is no small feat. As we know in business, it is less expensive to get customers to come back than to attract new customers. And doing so by establishing a relationship through a product is a very positive way to do that. Spa therapists in particular will find this motivating since they do want to have repeat clientele. Even if they are not oriented toward product sales, they do want to see a client come in regularly, improve their skin, stress level, etc. And this is one very tangible way to do so.

When I later purchased the ISPA study, I could not find those statistics in there. Perhaps I missed it, or perhaps they are published somewhere else in an earlier study? At any rate, I thought these numbers were important findings and worth passing on. So spread the word!

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The Spa Experience Day 1: A well-attended Media Preview, 20/20, Longevity, and Preventative Botox®!

spa.experience.schedule 786919 The Spa Experience Day 1:  A well attended Media Preview, 20/20, Longevity, and Preventative Botox®!The Spa Experience Day 1: Media Preview, 20/20, Longevity, and Preventative BOTOX®!

By Susie Ellis
Just returned from Grand Central Terminal (I learned that it is incorrect to call it Grand Central Station – but not sure why) here in Manhattan where the Spa Experience Event just got underway. It’s a four day event where consumers can sample free spa treatments from a variety of spas all over the world. It took the event team two full days just to set everything up!
It was a good sign that people were lined up behind the ropes waiting for it to open and that it has been crowded ever since. This morning was also the media preview and there were more than 100 media people there. The big news was that 20/20 is doing a Barbara Walters special on longevity next spring and they wanted to film footage of what spas are doing to help with longevity at the Spa Experience! They learned a lot and filmed a lot. It is exciting to know that when people think of longevity these days they are not just thinking medical and doctors but also the spa setting. A major angle for them is the fact that the interest in longevity is not just confined to the aging baby boomer, but that people in their 30’s, 20’s and even younger are already investing in longevity.
Indeed, one of the young 30’ish models who was with us on the photo shoot was telling me that tomorrow she is getting her first BOTOX® shot. When I asked her why (clearly there was not a wrinkle on her face), she said, “prevention.” Well….there is some truth to that. All those years I spent squinting in the sun caused some pretty visible lines on my face. Preventative BOTOX® would have helped. However, I hate to think how much I would have spent on “prevention” twice a year, for 20 years (approximately $24,000!)

The Spa at Bedford Springs Resort: A Romantic Spa Weekend with Massages, Facials and a Great Walnut and Ginger Scrub

logo.bedfordsprings 786043 The Spa at Bedford Springs Resort:  A Romantic Spa Weekend with Massages, Facials and a Great Walnut and Ginger ScrubThe Spa at Bedford Springs Resort: A Romantic Spa Weekend with Massages, Facials, and a Great Walnut and Ginger Scrub
by Susie Ellis

I had to cancel my trip to the European Spa Summit and Beyond Beauty show held in Paris this week. Bummer, I really don’t like to be a “no show” for something I had planned. But I am also trying to be less intense about work and more flexible when it comes to family matters. Peter had a recent motorcycle “mishap” as he calls it (I call it an accident) and ended up with some injuries, I decided I didn’t want to leave him for an entire two weeks. So I will be flying to London tomorrow night for the second week of my business trip but skipping the first which he had planned to do with me.

Sooooo, instead we decided on a romantic weekend getaway (not on the motorcycle thank goodness). We chose the new Bedford Springs Resort which reopened in July after a two year refurbishment that cost around $125 million. They added a 30,000 square foot spa called Springs Eternal Spa.

It was a 5 hour drive from New York city and upon arrival we went straight to the spa for our Hydromassage appointments. Wow….I was really impressed. The facility, the tasteful decor, the treatments, the relaxation room, Veronique the spa manager (who paid attention to every detail), and especially the “baths” with fresh spring water.

And what a great idea to have a Walnut and Ginger Signature Scrub in the “experience showers” – stop1 in a 5-station bathing experience. You can use as much as you want and as you scrub your body with this great smelling product….your body becomes totally exfoliated before heading into the steam room. From there, the sequence follows with a cool rinse and a long soak in the spring water. This one brilliant idea makes the entire bathing circuit so much more valuable and makes the Bedford Springs Spa special, generous and unique. They are already sold out every weekend.

Tonight….facials.

spa.bedfordsprings 708704 The Spa at Bedford Springs Resort:  A Romantic Spa Weekend with Massages, Facials and a Great Walnut and Ginger Scrub

Special Spa Training in Ayurveda

 Special Spa Training in AyurvedaI just received a follow-up email from Dr. Swati, the Indian born doctor in Ayurveda, Natural Medicine, and Yoga Therapy who I met at Parrot Cay. Dr. Swati just joined the staff at Como Shambhala and I must say she is a very impressive addition. She gave a presentation to our group, which was the most thorough explanation of Ayurveda I have ever heard. She has worked many years in Indian hospital and healing settings, and it was obvious to our entire group that she is a gifted healer (in addition to being very smart with a good sense of humor.) A private consultation with her is $150 which, after meeting her, is really a true bargain; I wish that I would have had more time to take advantage of that opportunity. But if anyone is reading this who is thinking about going to Parrot Cay….take my word for it and schedule a consultation with Dr. Swati before word gets out and she is totally booked!