Mariana A.
Google
As a regular client, I previously left this spa an excellent review and highly recommended it. Unfortunately, over the past few months the quality has noticeably declined. While I continue to believe that Alexis is the best masseuse at the spa (she is exceptionally kind, highly skilled, and knows exactly how to apply the right pressure on tension points) my overall experience with the spa itself has become increasingly disappointing, to the point where I’ve decided NOT to return. I’ve encountered multiple issues during my most recent massage and facial appointments:
1. ZERO QUIET POLICY. There is clearly NO enforced quiet policy near the massage rooms. As a result, you end up receiving a massage while listening to employees and clients talking loudly outside, and I mean LOUDLY. There is constant chatting, doors being slammed (both massage room doors and bathroom door), and items being dragged around. This has happened during several of my recent visits and completely ruined the experience. Why would I pay $250 (considering $195 for the massage plus tax and tip) for an environment like this? It reached a point where I had to ask my masseuse to pause the massage so she could ask people outside to lower their voices because it was so disruptive. Unfortunately, that did not resolve the issue.
2. SOUND SYSTEM ISSUES DURING MASSAGES. During my last facial, the spa’s sound system stopped working every 10 minutes and began playing what sounded like Spotify commercials. Each time, the esthetician had to stop the treatment to grab the phone and restart the relaxing station. This happened repeatedly throughout the facial. An experience I paid $225 for (before tax and tip).
3. MORE SOUND SYSTEM ISSUES. During my most recent massage, the sound system suddenly started playing upbeat, party-style music halfway through the session and continued for at least 20 minutes until I asked for it to be changed. The masseuse contacted the front desk, and while the relaxing station was restored, the volume was extremely low, so low that I could hear every external noise again (loud conversations, doors slamming, etc.). About 15 minutes later, the sound system stopped working altogether, leaving the room completely silent. When it became clear the system wasn’t coming back, Alexis had to use her own phone to play a random relaxing playlist on Spotify. She was clearly mortified and did everything she could to fix the situation herself, as the front desk or management seemed unable to do so.
4. DISMISSIVE RESPONSES TO FEEDBACK. The spa does NOT seem receptive to being informed of the above issues. On multiple occasions, when asked about my experience at checkout, I explained the problems above. The response regarding the noise was simply “yes, the masseuse told us about it and we stopped it.” No apology, no acknowledgment, almost as if the complaint itself was an inconvenience. When I mentioned the sound system issues, the response was, “yeah, we’re fixing it.”
5. MORE NEGATIVE FEEDBACK. During one of my most recent facials (an Alchemie Glow), the esthetician spent nearly 40 minutes massaging my face alone, which was extremely uncomfortable. I’ve had this exact same facial multiple times before, and it was never like this. When I mentioned this at the front desk, I was told, “yeah that’s what the facial is like,” despite my prior experiences clearly indicating otherwise.
At this point, I genuinely don’t see the value in continuing to spend $200-$300 every time I step into this spa only to have consistently disruptive, poorly managed experiences.
While I truthfully appreciate Alexis and her professionalism, the overall environment and management issues have made it clear that this spa no longer meets the standard it once did.
