MGM Grand Spa & Salon — Attraction in Paradise

I had the worst spa experience of my life at the Grand Spa. We stayed at the MGM Signature because we had SpaFinder gift cards to use. When we checked in, our balance (including the mandatory 20% gratuity) came to $190. We had $200 in gift cards and were told when we were done with our services that the $10 balance would be returned to us. Instead, when we went to check out we were informed that the gift card could not be used in part and that the spa had taken the $10 for themselves. We said we were not ok with this and asked for our $10. The spa refused to return the money to us, then lied and said they put $50 back on the gift card and we allowed them to charge $40 to our Visa credit card. Before we left we asked for proof that the $50 was back on the gift card. The employee panicked and got the manger. The manager told us that there was no money on the gift card and no one had ever said that there was. So why did they charge our credit card? We got angry and rather then trying to solve the problem, the manager threatened to call security on us and stormed off. She left the employee to void the $40 they charged to our Visa. When we again asked for our $10 (where we started) she left exasperated, went back to the manger (who never came out again), opened a drawer and handed us $10. Why on earth was this not done in the first place? Why did they take our $10 rather than waiting to ask us what we would like? Why do they assume that it is ok to lie about putting money back on the gift card? All I do know is that this was the worst customer service that I have ever experienced and I would recommend staying far away...

Been coming here for years. It's a decent enough spa but in comparison to other spas in area, due for a renovation. Honestly, pretty surprised that they haven't scheduled one or completed one at this point. if and when that happens, I would definitely hope to see some type of cold therapy tub or room. At my current visit the tile around the hot tubs are cracked and flex when you walk on them. For the last couple of years, the hot tub itself is either out of commission or not functioning properly. During my current visit, and at my last two prior, it operates with the water level only about 70% full. Their spa menu has dwindled from what it once was, which makes me sad because I love the place. They used to offer body scrubs completed on a shower table, cupping, private spray tans, 5-day day passes, etc, All have disappeared from the menu of services over the years. With so many spas as an option in Vegas, I feel like they really need to make some changes to make this place special again. The spa advertises to be open until 6 PM but the guy on the men's side shut down the sauna and steam room at 5:30 the other night and when my husband asked to have it turned back on he declined. The service providers on the other hand are consistently excellent. Sammy, in the men's spa is phenomenal. I have never had a bad facial or massage here. They're all extremely knowledgeable and superior at their craft. I will continue coming, but I definitely hope to see some improvements in the...

Arlene the aesthetician is very deceiving and manipulative in her attempt to upsell you. I booked an anti-aging 50 minute facial that priced at $180 but my bill ended up being almost $700. Upon entering I was wearing my undergarment and blouse because I knew I had booked only a facial but then Arlene asked me to remove my items because she will be doing my neck and decolle and I specifically asked her if it was included with selected facial and she said yes but it wasn't so I was fraudulently billed for that. Second she offered the hydrafacial which before agreeing I asked if it would add additional time to my 50 minute duration and she said no but at the end of my time I received a pamphlet that stated it's a 30 minute enhancement and I did not receive a 120 minute service hence I was fraudulently charged and robbed of the service time I was charged for. Bottom lime if a customer books a specific service complete specific service and not uncharged the bill, maybe because it's Las Vegas and maybe most customers come in there intoxicated and not fully aware of what is going on or maybe don't review bill but this sould not be happening this is bad business practices and reportable to better business bureau. Bad karma and bad vibes will make their way to Arlene for having lied and having taken advantage of innocent customers. Management needs to retrain and inform aestheticians to be transparent of charges BEFORE completing the service not SURPRISING AT THE END when...