exhale Spa Atlantic City — Attraction in Atlantic City

I booked an appointment for a couples massage via telephone on Friday for Saturday. Via telephone because although it lists the service being available as a couples, there is not an option to book that way online. It seemed logical that the couples treatment would be double the price of the singles treatment. I'm never actually told the price outright, but the total price I'm given is more than a $100 difference than double the singles treatment. When I ask, I'm told a 20% gratuity is added to the service. Had I not asked, I would not have been told and would've double-tipped. I realized I would be 15 minutes late to the 2:00 p.m. service. At approximately 10:30 a.m. I called to find out if there was any availability later on in the day and if I can switch the time as I was going to be 15 mins late. I was told that they were completely booked back to back throughout the entire day and they could not switch the time. I asked if I could switch it to the next day, since I would still be on the resort. I was told that they could not switch days on the day of the appt. and she would put a note that I was running late. I arrive at the spa at approximately 2:12 and wait in line between 7-10 mins. While I'm waiting I hear the guests in front of me booking a 4:00 pm massage for that day. When it is my turn, the person cannot "find" my reservation. After another few minutes, one of the other ladies behind the counter overheard my name (maybe remembering it. from my other conversation) called me over to her computer. She pulls something up on the computer and says that she has to get a manager because they generally don't take clients in if they're more than 1/2 an hour late (2:25 at this point). While that's happening I ask the original lady helping me if she could direct me to the restroom as I'd just spent the last 4 hours in a car. I was told that the restrooms were for customers only, and that there might be a hotel bathroom outside past the check-in area in the lobby. (I guess having a booked reservation and the spa having my credit card information does not make me a customer.) The manager comes in and says that they can only accommodate whatever time is left in the service and we could use the spa pool for an hour afterward. At this point, after we're taken to the back, gotten ready, and taken to the room, there would've been 10-15 minutes, at best left in the service, not worth $500+ and I said as much. I also inquired as to why when I spoke to someone 4 hours earlier about changing my time since I was running late, I was told that they were fully booked and could not. I just listened to the couple in front of me book a service for this very same day for 4:00 pm. Where did that opening come from? I was told that same day modifications could not be accommodated. That is not what I was told on the phone, I was told that they were fully booked (back to back was the exact phrase used), and I said as much. The manager shrugged and stated that my card was going to be charged anyway, so I might as well use the pool. I let them know that I already paused my amex and will dispute any charge that might show up at any point in the future. Moral of the story: Do Not recommend. They have no incentive to 1) inform customers of hidden charges 2) accommodate reasonable requests/changes, etc. probably because they "know" that they have your card information and the customer will be charged regardless of how poor their service is. It's such a shame because the hotel they are located in was such a pleasurable experience in contrast to this one. Every restaurant and service provided by Ocean Casino/Resort was beyond amazing. It's only the spa, which is a separate entity located on the property that could use a crash course in customer service. I think I'll copy this review and send it to the...

Exhale... Thats exactly what i did when i left this spa. I booked this spa for me and my husband for a date day. With 4 kids, its not very often we get time together but it looked peaceful and a seemed like a great place to recharge. Unfortunately, it was far below my expectations. The essence of a spa visit lies in the quality of service and the professionalism of the staff, both of which were lacking during my visit.

Firstly, the environment of the spa, which is crucial for relaxation, was not as serene as one would expect. There was a noticeable lack of attention to the ambiance, trash left laying around in various parts of the spa, trash cans overflowing, brown scummy bubbles in the hot tub. There was a maintenance man in the women's locker room to fix the shower as I was undressing which was completely unacceptable. That should have been handled after hours, not during a busy spa time. I even heard him say to the manager "i can come back later when there isn't anyone in here" and the manager said "it's ok you can fix it now". um no ma'am...he can get out so i can get dressed.

The main issue, however, was with the masseuse. From the first "hello", her demeanor was cold and unwelcoming, which is quite the opposite of what you would expect from a spa experience. Her approach was not just unprofessional but bordered on rudeness. There was lack of sensitivity. A spa therapist should go into the massage with an understanding of sensitive areas, or focus points but in this case, she was dismissive and seemingly uninterested in providing a quality service. For example, as i mentioned earlier, this was a couples massage with my husband. I heard my husbands masseuse ask him if there is an area she should focus on and was waiting for my masseuse to ask the same question, but got nothing. She started the massage and i literally thought she was trying to rub something off of my skin instead of massaging. i then asked if she could do a harder pressure and said for $50 i can, thats an upgrade. like WHAT???? She then got annoyed back and when asking me to flip over, left me exposed and then threw the blankets on top of me to fix. Then used her nails to finish off the massage. I had scratch marks all around my neck area.

The massage itself was far from the relaxing. I left the massage room more anxious and annoyed than when i entered. Her technique was neither skilled nor considerate of my comfort levels. I had to express my discomfort multiple times, which was met with either ignorance or an almost condescending attitude. This behavior is unacceptable in any customer service setting, let alone in a spa, where the primary focus should be on client relaxation and well-being.

DON'T WASTE YOUR MONEY HERE!! for $180 massage i would have preferred to go to a much more...

ATTENTION NEW MAMAS: This spa is not for you. If you are breastfeeding your new baby and you need some accommodation to pump, this spa will not be helpful. My husband and I recently went to AC for a one night trip away from the kids. I have a baby that I still need to pump breast milk for. I showed up an hour early to our couples massage to ask if there was a room I can pump in before laying on my chest for my massage. I was not staying at this hotel and we already checked out of our hotel as this was our last activity before heading back home. The 2 women at the front desk with apathetic in their conversation with me stating that I could sit in the locker room but there would be no privacy and it would count as my one complimentary spa hour to enjoy their sauna and pool. I explained that I would hate to use my hour at the spa in a locker room pumping for 20 minutes of it in view of other women. They stated it would have to be this way and they couldn’t help me otherwise. Needless to say, I went back out to the parking garage and pumped in my car before heading back into the spa. While pumping in the car, I called the hotel to ask if there are any lactation rooms at Oceans. There wasn’t enough time to go looking for a lactation room in my one hour timespan. The woman on the phone was super nice and helpful. First she offered the spa, to which I replied they said no. She put me on hold and the manager to this department stated there was no room here at the resort but I could use the employees restroom for some privacy to pump if I would like. I honestly never leave negative reviews but I was so deflated and disappointed by the front desk staff and the fact that I was really looking forward to this spa day after giving birth 4 months ago. It really dampened the whole experience. Also, I did make an appointment with a particular massage therapist that I had in the past there because the massage was really nice. However, even though I aligned my spa day with that massage therapist’s availability, I did not get that massage therapist. Overall for the price of this spa the service, and quite frankly the lack of empathy, was not worth it. And this is coming from a repeat customer there that previously had a great...