The Spa at CIVANA — Attraction in Carefree

WORST CUSTOMER SERVICE EVER (except Taylor) - DO NOT BOOK Seems nice from the outside but if you read the reviews and compare with how much you're paying, don't book....especially since there is NO customer focus here. Everytime I called to get information, I got a very curt (and sometimes incorrect answer) from the staff. Then I was put in touch with Taylor who was incredibly helpful and kind and responsive and got us all set up with classes. Next up was making spa reservations and other reviews here have said, it was incredibly difficult to get in touch with anyone at the spa or make the reservations; their responses were curt and unhelpful as well. If you look at the spa menu, you'll notice the treatments are only 60 minutes long with no option to extend or book back to back in the same treatment room. There are also limited options outside of just massages; which is not very indulgent but we figured we'd try all the other things. I was finally told nothing was available and to try again later. When I asked to speak to a Spa Manager, nothing! I tried again and Hailey called back and told me there was already a group at that time and she'd try to get me in. I told her I wasn't flying across the country for just a Swedish massage she argued with me about how amazing the spa was and told me I should go somewhere else. That it didn't seem like a good fit. What?! You're not trying to make things better, you're just telling me to go somewhere else? Then, when I asked for her name to confirm I heard right, SHE HUNG UP ON ME. I've left a message to have her manager or manager's manager or someone with more common sense to call me back but cancelling our reservation in the meantime.

Update: 8 hours later and NO communicatiion except a stock 'Thanks for your cancellation" email. I even responded to that repeating that I still wanted to speak to a manager...

Today, I booked a spa day with my mom. It's a very nice and clean spa with lots of amenities. However, I had requested an add on service when booking but during the service it was not added. I asked my therapist where my additional service was. She was nice about it, left talked to a manager, and said they knew about it. When booking I requested the add on service three times (no joke) obviously it was never booked which is fine but it would have been nice for a manager in the service industry to address it-it's their job afterall. We had lunch near the pool afterwards, it took 30 minutes for anyone to serve us or even acknowledge us. I had to go to the front desk to request someone to help us. We waited another 40 minutes for lunch. We also were charged more than what the spa service menu said on the website. My mom asked about it and it wasn't really addressed either. I feel like customer service is pretty bad here. It's hit or miss. I wouldn't book here again and the little details that make customer service important are greatly missed. I'd rather spend my money elsewhere where people pay attention to their customers needs. I dropped $600 here for spa services and lunch for very subpare customer service. I sadly though wouldn't recommend. You can have an amazing looking spa but if customer service is bad it's...

I really wanted to love this place because my actual spa treatment was amazing — my therapist did a wonderful job and the service itself was relaxing. Unfortunately, everything around the treatment left me with such an icky, uncomfortable feeling that I can’t recommend this spa.

The manager was the biggest problem. I witnessed her yelling at a very young employee right in front of guests, which was unprofessional and honestly shocking. She walked around the spa acting rude and dismissive, showing zero concern for guest experience. Instead of setting a tone of calm and professionalism, she created an environment that felt tense and uncomfortable.

To make matters worse, I overheard male employees casually discussing their sex lives and conversations about witchcraft, which is just not what you expect to hear when you come to a spa to relax.

It’s a shame, because the treatment itself was excellent — but the manager’s behavior and the overall unprofessional atmosphere completely ruined it for me. A spa should leave you feeling cared for and calm, not unsettled. Until there is better leadership, I...