Luz Lounge Portland

Great spot for Laser hair removal & skin treatments. Krystal is such a kind and knowledgeable person. I've enjoyed each session. Everyone working here is super nice. Easy to make or reschedule appointments. There is a pay lot in the back but I just park in the street with Parking Kitty. The rooms are always clean and the place has a modern vibe.

Perri was absolutely wonderful. She took her time to explain micro needling procedure and I was comfortable. I did not get any redness or soreness. I will definitely be back to see her.

These gals are the real deal. Not only does my skin look great and reasonable prices, but they have the best customer service!! I am in such good hands with this team. They listen to me and really see me as a person and a patient :)

I booked an appointment back in November for microneedling with Madeline and received confirmation from Luz Lounge the next morning. When I got to where GPS said Luz Lounge was, I didn’t see suite G, just numerical spots. I tried calling several times. There were no instructions on their website or email confirmation. I eventually found the place on the other side of the building from where Google Maps instructs you to go. I was worried I was running 2-3 minutes late, but then waited ten minutes at the front desk for someone. At first I thought no one was even there, that maybe the place wasn’t actually open. I eventually called out because I heard talking and laughing and no one came. I also heard the notification, “Door open,” upon arrival. I decided to just sit down in the area past the front desk, having no idea what to do. I tried calling again and even choosing different phone options and not only did no one pick up, the front desk phone didn’t seem to ring. Eventually Sydney came out. There was no apology for the wait. At that point I still wasn’t bothered, but I did mention I called a few times and she shrugged it off. She even asked me if I was sure I had an appointment. I showed her my confirmation email. She eventually gave me an ipad with a waiver. I had a question about what one of the policies said regarding a case study. I asked if it was a media release. She said they take photos but they don’t have to post them, but it still makes me sign, consenting. I stated I didn’t really understand what case study meant, and she couldn’t seem to tell me. Eventually Perri introduced herself as the one who would be doing the microneedling. I asked if Madeline was there and was told she didn’t work that day. I asked for a refund, and a third person (Natalie) then came out and said there were several miscommunications before correcting herself to say on their end. She was able to refund me pretty quickly, which was helpful. I completely understand that accidents happen, but my issue is more with the lack of help, sort of rushing me along a clunky process without much customer service at all until the end and being unable to explain what I am expected to sign or making sure I was comfortable/understanding what I was signing. It definitely felt like I was the one impeding them or in their way, at least with Sydney (whose demeanor changed completely when her clients came in), and should have been handled more smoothly. If that had been done, I would have felt more confident in this place and stayed for the treatment despite all the delays. I had to rely on just sort of waiting for someone walking through the waiting area in passing by to be helped. Even when I was open to rescheduling, they said they were all booked for the week and made no efforts to try to compensate for the inconvenience. I also would be concerned about how there was no one up front for long periods of time. Given the layout of the space and that it’s located downtown in a vulnerable garden unit with foot traffic, I would feel really unsafe with no one at front desk, nor coming to front to check even when the alert announced the front door has been open. When I called out from the front and no one came, it speaks to how they could not hear me from the entrance or couldn’t bother to check. Either way that is not something a client wants. This place obviously has skilled people due to their high ratings. I imagine a lot of them are coming for the affordable groupon deal. But given how the customer service was pretty nonexistent and no one monitoring the door or at all seeming vigilant when someone did come in, I would not recommend and encourage them to revisit their operations. It’s disappointing that I took off work and days surrounding this appointment to ensure my skin had enough time to heal. I scheduled other aesthetic procedures around this appointment. I stopped retinoids use for a week. It’s unfortunate I did all of this and waisted an hour of time with very little to show for it except feeling like I was in people’s way.

The staff are so nice and helpful. Madeliene, Yuladi, and Natalie took extra care and they make sure you’re comfortable. I drive to Portland to visit this clinic and don’t see myself stopping anytime soon.