J J
Google
I’m writing this from the perspective of a retired spa owner. This was my first visit to Wren, planned two months in advance as part of a getaway with my best friend. Given the online reviews and the impression from the website, we both expected a more polished, high-end experience.
The reservation process, confirmations, and intake forms were handled properly, and the pricing for the massage itself was reasonable. However, the overall hospitality fell short.
Upon arrival, the welcome felt underwhelming. The receptionist stayed seated the entire time, appeared a bit underdressed, and didn’t offer a greeting beyond the basics. There was no welcome beverage or short orientation of the facility, and we had to ask about the restroom—the only available “amenity” unless you’re a member.
The atmosphere continued to feel disconnected when a therapist walked past us without greeting. I later learned she was my assigned therapist, which made the lack of acknowledgment even more surprising, especially in a hospitality-driven industry. My friend was taken in for her appointment on time and received an excellent massage, which I was grateful for since it was her birthday.
My therapist came to get me several minutes late, again without greeting or explanation. The massage itself was average, and it felt as though my intake form had not been reviewed—areas I requested focus on were overlooked, and areas I preferred to avoid were still worked on.
As someone who has owned and operated a spa, I understand the importance of service standards and client care. Unfortunately, this experience felt inconsistent and lacked the level of hospitality I had hoped for.
