When I made my appointment, I asked specifically if we had access to the pool since this was supposed to be a full spa day for my friends and I. We booked our 90 min services and checked in and I asked the front desk staff to show me where the pool was 3 times until I got directions. The directions were "go out of the main entrance and take a right and a left". There are two doors in the lobby, I didn't know which entrance was the "MAIN". I got lost, came back and asked again and got the same answer. I walked to the pool and it was locked. Had to come back AGAIN to ask for a key and the response was "Keys are for members only". Okay, I get I'm not a member but my friends and I are also spending close to $1000 to use the facilities. I really didn't appreciate the attitude and lack of service from the front desk lady. She was tall, thin and had brown hair. We asked the pool attendant to keep the door open for us and he was super helpful. The front desk woman really needs to watch the way she handles guests. If your guest doesn't know where the pool is, perhaps walk them over? She barely showed my friends the facilities as well. Gave them their slippers, pointed towards the locker room and walked off. I love the facilities but the staff needs more training.