While all guests are treated like royalty, brides are particularly pampered, with a private Wedding
Spa Suite in which they can receive hair, nail, and body treatments. “To calm the bride’s nerves, we
lead them into a private room,” says Paladino. “There is even room in the suite for the bride’s mother
or friend if she wants company to help her relax on the big day.”
If the spa’s usual staff of 16 therapists cannot accommodate a large group like a bridal party, spa
therapists from other Secrets resorts are called upon to help out. “All the Secrets properties help each
other when needed,” says Paladino. “We know that when we get therapists from other properties,
they are well trained because of the high standard Secrets sets.”
It is this high standard of service that the staff at Secrets Spa by Pevonia strives to live up to and
exceed each day. In addition to giving quality treatments, therapists are educated on the spa’s Pevonia
Botanica retail products. Receptionists must also receive the retail training so that they, too, can
recommend products to guests. “ A lot of our resort guests here have been to spas before,” says Paladino.
“Because of this, they usually know what they are asking for and have high expectations.”
In addition to daily meetings about improving customer service and treatments, Paladino also
brings up any guest complaints in order to give the staff the opportunity to talk about and learn from
them. “At our daily meetings, we talk about everything, from complaints to small ways in which we
can improve customer service, like simply smiling at guests,” says Paladino. “We consider each day
as an opportunity to be better at what we do to make sure our guests leave the spa happy.”
SECRETS SPA
BY PEVONIA
(Cancun, Mexico)
OWNER:
Adolfo Kalach
SPA MANAGER:
Carla Paola Paladino
SPA SUB MANAGER:
Pedro Castillo
OPENED:
October 2008
CLIENT BASE
65% female
35% male
MOS T REPRESENTED COUN TRIES:
United States, Canada,
United Kingdom
SPACE
13,000 square feet;
21 treatment rooms
OFFERINGS
aromatherapy,
body treatments,
couples’ treatments,
facials, hand and
foot treatments,
hydrotherapy, makeup
application, massage,
nailcare, outdoor
treatments, prenatal
services, reflexology,
salon services, waxing
SIGNATURE
SERVICE
Lava Shell Ritual
($30, 25 minutes)
MOST EXPENSIVE
OFFERING
Secrets Signature
($820 for two people,
3 hours 45 minutes),
which includes a Hot
Stone Massage, a
Secrets Exclusive
Facial, a Spa Manicure
and a Spa Pedicure
PRODUCT LINES:
-L’Anza
-Pevonia Botanica
-Phyto
EQUIPMENT
-Living Earth Crafts
-Oakworks
-Precor
-Sanijet
-Touch of America
ARCHITECT
HKS (Dallas)
INTERIOR
DESIGNER
Flor Quijas
(Mexico City)
SPA CONSULTANT
Patricia Navarro
(Cancun, Mexico)
