Palazzo Nail Lounge
💅 Beauty & Spa · San Antonio
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff and management were unprofessional and threatened to call the police.
Business reply on Google
We’re sorry you feel this way about your experience. However, we would like to clarify a few important details regarding your visit. Your party arrived late to the scheduled appointment, and our staff made multiple attempts to contact you beforehand. Once you arrived, we immediately worked to accommodate your request for a female technician, despite the scheduling adjustments this required. Throughout the service, our technicians continued responding to repeated requests regarding pressure and service preferences in an effort to ensure your comfort. After the services had already been completed, payment was refused while accusations were made towards our staff. At that point, management explained that if services provided were not pay for, law enforcement may need to be contacted, which is standard procedure in any business situation involving refusal of payment. We do not tolerate disrespect behavior towards our employe or disruption that negatively affects other clients who are trying to enjoy and relax during their service.
customer charged extra for mandatory nail filing and unrequested services
Business reply on Google
Thank you for sharing your feedback. We would like to clarify that a standard refill is intended to maintain the existing design by filling the growth area. On your visit, the request was to change from existing ombré set to a nude color. To probably achieve a nude finish without the previous ombré showing through, the old product had to be filled off completely before applying the new color, which required additional time and work. In addition, the nails were originally long and were requested to be shortened and reshaped into an almond shape, which also added extra work to the service. For these reasons, there was a $5 additional charge. We always aim to provide quality work and fair pricing based on the service requested.
Management is rude and appointments are changed without notice.
Business reply on Google
We’re sorry to hear about your experience, but we’re honestly a bit confused by your review. We take customer service very seriously and strive to provide every client with a welcoming and respectful experience from the moment they arrive until they leave. Our management team is actively involved on the floor and regularly checks in with clients to ensure satisfaction. At this time, we’re unable to find any record that matches your name or the situation described, and your review doesn’t include specific details about the service received. We would truly appreciate the opportunity to better understand what happened. Thank you.
Staff refused service to a male client based on gender
Business reply on Google
We’re sorry that you felt disappointed by your visit, but we would like to clarify the situation. When your friend came in for service, we explained that technicians at our salon are independent professionals and may choose the service or clients they are comfortable working with. We therefore offered another technician which your friend agreed to. He then received both nail and pedicure service and confirmed he was satisfied with the results before leaving. During the visit, however, you approached the technician who had declined the service while he was actively working with another client and began criticizing him in front of other guests. This created an uncomfortable situation for our staff and clients in the salon. Our team works hard to maintain a respectful professional environment for everyone. We did our best to accommodate your friend and ensure he still received the service he requested. We appreciate feedback, but we also ask that concerns be addressed respectfully with management rather than interrupting technician while they are serving other clients.
Shortened massage duration and persistent upselling of gel polish.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations. Regarding the massage service, we reviewed our service timings and security footage, which shows that the full 22-minutes was provided and the technician extended the service by approximately two additional minutes as extra care. Our technicians are trained to explain the differences between regular and gel polish so clients can make an informed decision. While gel polish is often recommended due to its longer lasting results and immediate drying time, it is always optimal. We apologize if this explanation made you feel uncomfortable. We appreciate your feedback and would welcome the opportunity to discuss your visit further. Please feel free to contact us directly.
Pedicure service was rushed and nail polish selection was limited.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear that your experience did not fully meet your expectations, especially during what should have been a relaxing visit with your daughters. We sincerely apologize if your deluxe pedicure felt rushed. Our goal is always to provide the full service experience, including the advertised massage time, regardless of how busy the salon may be. Your comments will be shared with our team so we can improve consistency and clients satisfaction. Thank you for giving us a try and for your honest feedback.
Poor quality massage, unhelpful staff, and rushed customer experience.
Business reply on Google
Thank you for taking the time to share your experience. We’re truly sorry to hear that your visit was anything less than relaxing, as that is always our intention. We apologize if you felt rushed at any point during visit. That is not the standard we strive for. We’re also very sorry to hear about your discomfort during the pedicure, including the massage and nail care-your safety and comfort should always come first. Your feedback is important to us and will be reviewed with our team so we can improve our services and clients experience. We appreciate you bringing these concerns to our attention and are sorry that we did not meet your expectations.
Technician provided poor quality nail application and lacked professional service.
Business reply on Google
Thank you for your feedback. We’re very sorry to hear that your service didn’t go as expected at first-that frustration is completely understandable. We’re glad another tech was able to step in and fix the issue, and we appreciate your patience during the process. Your experience matters to us and we hope to have the chance to provide you with a smooth, positive visit next time.
Incomplete nail services and poor quality of care provided.
Business reply on Google
Dear Alma, Thank you for your feedback. We’re truly sorry to hear that your experience didn’t meet your expectations. We take all concerns seriously and appreciate the opportunity to address them. Please know that our technicians follow a consistent protocol that includes trimming and cuticles care during pedicure. Regarding the ingrown toenail, for the safety and well being of our clients, our technicians are trained not to perform any procedure that may require medical attention or cause discomfort especially in case involving potential infection or sensitive areas. We understand how frustrating this may have felt in the moment but our priority is always your health and safety. We never want any client to feel rushed and we sincerely apologize if that was your experience. We’d love the opportunity to speak with you directly to better understand what happened and see how we can make things right. Please feel free to contact us or stop by anytime in your convenience. We value your feedback and hope to regain your trust. Best regards, Palazzo Nail Lounge
The final price charged was higher than the initial quote provided.
Business reply on Google
Hi Natalie, We’re sorry to hear that you were unhappy with the extra $5. Our pricing can vary depending on nail length, shape, reshaping or design, as those require extra time and effort. We always try to explain this ahead of time to avoid surprise. Thank you for your feedback-we’ll use it to improve our communication going forward.
Business attempted to charge for services not requested or performed.
Business reply on Google
Hi KiKi, Thank you for sharing your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’d like to clarify that the additional charge mentioned before your service was due to the extra length you had it on, as it requires more time and product-not simply the length of your natural nails. Our technician communicated this clearly before starting, and to ensure you felt comfortable, we ultimately decided to honor the base menu price and did not charge the extra. We always strive to be transparent and accommodating, and we disappointed to see a negative review despite the effort made during your visit. We hope this clears up any misunderstandings and we remain committed to providing fair, high quality service to all of our clients. Sincerely, Palazzo Nail Lounge
Customer developed severe toe infections due to unsanitary salon tools
Business reply on Google
Dear Marissa, Thank you for taking the time to share your feedback. We’re truly sorry to hear that you experienced pain and inflammation following your pedicure. Your comfort and well being are very important to us. We always encourage clients to contact us directly if there are any concerns after the service, as this allows us the opportunity to assess the situation promptly and provide support or recommendations. Unfortunately, we didn’t receive any communication from you and we would have appreciated the chance to assist you right away . Our salon follows strict hygiene and safety protocols and we take concern seriously . Your experience matters ,We would like to invite you to contract us directly so we can better understand what happened and work towards a resolution .
Customer received skin blisters and poor nail service.
Business reply on Google
Hi Presley, Thank you for taking the time to share your experience. We’re truly sorry to hear that the gel polish didn’t dry properly and that you experienced discomfort after your eyebrow wax. This is not the level of service we aim to provide. Your feedback is very important to us, and we take it seriously. We would appreciate the opportunity to learn more about what happened and make things right. Please stop by at your convenience so we can address your concerns personally. We hope to have the chance to restore your confidence in our services.
Customer charged extra fees without prior notification or price transparency.
Business reply on Google
Hi Madsxntu, Thank you for bringing this to our attention. We understand there seems to have a misunderstanding regarding the pricing that’s never the experience we want our clients to have. Our refill acrylic started at $50 on natural nails and can vary depending on length, reshape if needed or design complexity. We take this seriously and are reviewing our process to ensure pricing is always transparent and well understood from the beginning.
Nails fell off prematurely due to poor application quality
Business reply on Google
Thank you so much for your feedback! We will let Diamond know how happy you are with her work. Looking forward to seeing you again!
Nail technician failed to follow design instructions and rushed the service.
Business reply on Google
Hi Mik J, thank you for your positive feedback. We appreciate your kind words and we understand could have been better and we’re actively working to enhance this aspect. We look forward to welcoming you back soon and providing an even better experience.
Technician failed to replicate requested nail design and took excessive time.
Business reply on Google
Dear Amy, Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet your expectations. We strive to provide excellent service to all our clients and we deeply regret that we fell short on your service. Your satisfaction is our priority and we would love the opportunity to make things right. We hope to hear from you soon and look forward to welcoming you back for a better experience.
Staff member was physically aggressive and verbally rude during nail service.
Business reply on Google
Thank you for your feedback, Kendall. We sorry to hear you had an unpleasant experience with our service. We do apologize for any inconvenience or discomfort it may cause. We have spoken with our staff and are taking steps to ensure that doesn’t happen again. We genuinely value your business and would be honored to have another opportunity to serve you better.
Rude staff behavior and poor quality pedicure service.
Business reply on Google
Hi Mia! We apologize that our service did not satisfy your expectations. As you can see on other reviews, we are known for taking ownership and caring deeply about our clients and we tried our best to serve you.
Nails were shaped unevenly and the technician was unprofessional.
Business reply on Google
Dear Sam, we are sincerely apologize to hear that you had a bad experience with the technician. It is not our standard and we had checked with our technicians,but no one is in the case as described. We just make sure that you were here at our salon Palazzo nail lounge on stone oak parkway and 1604. Please give us a call (210) 442-8127 at your convenience so that we can resolve this issue. If this is the incorrect salon, please kindly remove this review.