The Dragontree Sanctuary — Attraction in Boulder

I booked a Dragontree Spa Package on Dec 17th for Dec 31st. It was my first time at the spa and also a spa day for my birthday. Unfortunately, when I arrived i was told that they messed up my booking. My sanctuary time was suppose to be booked before my massage and that they were closing early due to the holiday, so all they could do was my massage for the day. Initially I was bummed, but I was there and was going to make the most of it. My massage with Jennifer was lovely. It was the first time i had fallen asleep during a massage in years. I have worked in the spa industry for years throughout Denver and Centennial area, so it is hard for me to find a place of my own where I don't know anyone to fully relax. However, when my massaged was finished and I went to check out the girl at the desk was going to charge me for a 90min massage. When I looked at the time I did indeed get a 90min massage, but when I booked my appt the girl I spoke to said the most they can do for a dragontree spa package is 75mins. On top of the misbooking no one told me when I did my massage that I was being upgraded to a 90. The Girl at the desk charged me for a 60min which I was fine with because I shouldn't need to pay for a service upgrade that no one ever told me, but two as compensation to the misbooking. After I left the spa another front desk associate called me saying the girl who checked me out was new and didn't know what she was doing and they had to charge me for a 90min massage. Now I understand you have to charge me for a service I recieved, but all of this was a complete mess. Lack of customer service and communication to the client.

This tells me no one at the desk for 2 weeks caught this booking mistake. Not even day of to see my appt was booked incorrectly, not finished, or booked in blocked off time? This is not okay to the client especially as a first time guest. This can cause problems for therapists and associates for the day with other bookings and no one caught it?!? Not even communication day of for some type of compensation for the misbooking. Just telling me I'm only able to get my massage and sorry? Come on. No discount for the service day of? Even if I had to pay for a 90min massage the least they could have done is given me a discount with it and complimentary sanctuary time for my next visit to try and make a better impression. I'm very disappointed with my experience here.

This doesn't even include going into the locker room and the ladies had to keep going to the front desk associates because the lockers were not stocked for end of the day services and the locks were not working. Come on now. I understand closing early for the holiday, but that doesn't mean there is a lack there of to continue your daily duties making sure guests have what they need to enjoy their spa day either up to...

On April 8th, I booked a couples massage appointment for my parent's 30th anniversary on May 4th, so I booked this appointment a month in advance. Nowhere on their website did they say they would be moving locations. On Friday, April 19th, they contacted me saying they were moving locations and that my parent's appointment had to be moved 15 minutes later since the online booking system was still for their Pearl St. location. I was okay with this because 15 minutes later isn't that big of a deal, plus my parents could enjoy the extra amenities. However, I tried to look up their new address, and it was nowhere to be found, not on Google or their main website. At this point, there was still no note about location changes. I thought it was okay though, because the receptionist was kind enough to text me the address of their new location. Then, they followed up on Sunday, April 21st, saying that the "couples massage" would NOT be in the same room, so it's two separate massages happening simultaneously. This was disappointing to hear, but I was also okay with it because as long as my parents could enjoy a massage simultaneously on their 30th anniversary, being in different rooms didn't matter. Now, on Thursday, April 25th, they're calling me and telling me they need to reschedule my parent's entire appointment because their new location's opening date has changed to May 8th. I decided to cancel their appointment.

Overall, the receptionists who called me about all of these changes were pleasant. Despite all the changes, they tried their best to be positive and friendly. My issue is that when I initially booked this appointment as a present for my parent's 30th anniversary, there was no notification on the website as to the location change. I see they have just recently updated their website that they are moving locations, but I would have preferred a notice before or during the booking. I appreciate that they communicated with me after I booked the appointment, but the multiple changes make me feel like they are unreliable as a business. I understand location changes can be a long and tedious process, but as a customer, I continuously received bad news after bad news from The Dragontree Spa which is really disheartening. After so many changes and trying to be flexible, I don't want my parents to have to deal with this business until they have settled into their new location and become...

I have been to the Dragontree 3 times and the first 2 times were really good and the last time was terrible. I had found a massage therapist who I really liked there but when I tried to book with her again she had stopped working there. I am pretty picky about who works on me - I have been a massage therapist myself for over 25 year and have gotten a lot of massage - so I took a long time to read the bios of the therapists at the Dragontree to pick out somebody who I thought might be a good fit since I really like the atmosphere there and the steam room. I booked an appointment several weeks out because I couldn’t find a time with that therapist ( a woman) earlier. When it was time for my appointment I was shown to my room by a man and I thought maybe he was just there to show me to my room. It then became clear that he was going to be my therapist and I was quite confused and when I asked about it he said oh, I am filling in for the other person. I found it odd that I hadn’t been informed about the change of therapists, especially switching from a female to a male. It was an awkward moment, while I was trying to decide whether to go ahead with the massage or not. I decided to go ahead and give it a try. Unfortunately, it ended up being one of the worst massages I have ever gotten in my life. I think he must’ve been a newer therapist, he seemed nervous and unsure, he didn’t seem to know anatomy very well and didn’t really work on specific muscles and he hardly worked on the areas that I asked for. Even though I am picky, I don’t expect the highest quality of massage at a spa, but I have gotten some good massages at spas before and this definitely was not one of them. I understand that sometimes you can have a bad experience when you don’t know somebody, but I thought it was highly unprofessional of the dragon tree staff to not inform me beforehand about the change of therapist and then to not even say anything when I checked in and then the therapist didn’t even say anything when he introduced himself. They gave me a bit of a discount, but what I ended up paying was still too much for the experience and it was also a waste of my time. I don’t feel inclined to...