eforea Spa Orlando — Attraction in Dr. Phillips

I am leaving 5 stars in spite of initially having a challenging experience because of the swift and compassionate responses of the Spa receptionist, manager, and follow-up stylists/staff.

I booked a full day of massages and a hair cut with plans to enjoy the pool and on-site restaurant for lunch. It was my daughter's 18th birthday and her first "spa-day" experience.

The valet parking attendant was polite and efficient. He welcomed us warmly and directed us how to get to the Spa. I don't usually valet park, so I appreciated his patience and guidance. His sense of humor was pleasant too!

After being greeted by the two Spa front desk ladies, we started our day with a couples massage. The staff was professional and welcoming. We were invited to dress in clean robes and offered a locker for our personal items. The massages were awesome! Very relaxing.

Next, we enjoyed the relaxation area with comfy chaise loungers, blankets, and hot tea/water bar. Tracey, the attendant, offered complimentary wine and Champaign. Tracey was super helpful, attentive, and welcoming; greeting people, restocking and cleaning the area efficiently. It was delightful.

We then made our way to the lazy river and enjoyed lunch by the Hilton pool. The food was delicious, although the side items were not as generous as expected at the price point. The frozen drinks were tasty!! The pool area was soooo relaxing we dozed off briefly in our lounge chairs!!!

Two hours later, we were back inside at the spa for my daughter's scheduled haircut. She had sent in photos and relayed a description of what she wanted days prior to the booking. We had been assured shampoo, cut, and style was included (knowing we would be at the pool beforehand). However, once at the Spa, the stylist Nikki, explained that she would not do the cut requested nor would she include a wash/style at the price point previously agreed to. Niki spoke condescendingly and expressed frustration that she had to entertain my daughter's request for anything other than a general "bob" cut. Ultimately, we found ourselves in the lobby with no cut. In the end, the front desk representative, Della, apologized and called management, who stepped in. To make the situation right, we were offered another consult/hair service with a different stylist on another day. Due to the effort we had put forth prior to our appointment, the extent-to-which Niki had chosen to be unprofessional, and the fact that we had scheduled a facial on another day, management added a facial to my daughter's follow up hair appointment. This turned our devastating disappointment into a life-lesson and opportunity for blessing. Thank you Dayleann for acknowledging Niki's negative impact on my daughter's birthday and going the extra mile to make it right.

Days later, Yarelis was our follow up stylist. She began the session with a thorough consult. She listened to my daughter, asked questions, validated her requests, and offered knowledgeable suggestions regarding her hair type. Although my daughter was anxious at first, Yarelis made her feel comfortable and at ease with a patient bedside manner and positive attitude. The cut was a sincere collaborative effort of both stylist and client. I enjoyed watching it all unfold from a nearby chair.

My daughter had her first facial on this day as well. Afterwards, she exited with a huge smile, reporting it was a wonderful experience! Christine, the relaxation room attendant on this day, was warm and very attentive asking if we needed a locker and again offering complimentary Champaign. Excellent!

People make mistakes. This establishment knows how to run a business that serves its customers well. Dayleann, Yarelis, Tracey, and Christine are exceptional additions and my family thanks them.

We...

Update to their response: I am disheartened to receive this response, which appears more as an explanation than a genuine apology. While I did say the term 's…h….ty service' while expressing my frustration to Tamra the manager not to members, Tamra was not too happy with speaking to me anyhow . Saying this word stemmed from a place of genuine disappointment. Can you blame me for feeling upset?

Furthermore, I opted to endure the massage upon my husband's suggestion to salvage what remained of my birthday celebration. And services he had already paid for in advance. Despite the setbacks, I extended a gratuity to the nail technician. The massage from Virgil was great however the manager Tamra overlooked that my husband had added stone and seaweed enhancement to the package and failed to communicate this to Virgil. (Another mess up) The manager did apologize for this as I was leaving but again I never received it, it was too late.

The complimentary offer, to me, seems like a convenient solution and a lazy one. A more compelling gesture would have been an invitation to return, allowing your establishment to showcase their quality.

While appreciated this was a gift refund does little to rectify the overall negative experience. You could have potentially secured a loyal local clientele. I find it off putting that my use of saying s..itty service to the manager (not members) is seen as profanity especially considering it was uttered in a moment of frustration.

————————— I'm truly disappointed with my experience at eforea Spa at Hilton. Despite my husband's thoughtful birthday gift of a spa package, the day turned into a complete debacle. Despite receiving a confirmation message for a 10 am appointment, I arrived at 9:10am and the staff managed to bungle the scheduling, leaving me waiting until 11:11 am without any acknowledgment. The lack of communication and organization was astounding. Even when the mistake was acknowledged, the remedy offered by the manager felt half-hearted, as if my time and patronage were inconsequential.

Despite the skill of the massage therapist, the overall experience was marred by constant confusion and neglect. Even after one service, there was no guidance or assistance in transitioning to the next appointment. The final straw came when I was asked if I still wanted a treatment that was supposed to happen an hour earlier, highlighting the staff's complete disarray. She mentioned this appointment was for 11?!? When I spoke to my husband he said did you get the stone, the champagne seaweed scrub that he paid for. Hmmmm no I did not.

This was far from the relaxing day I had hoped for; instead, it was a series of disappointments and missed opportunities. I wouldn't recommend this spa to anyone looking for a...

A Stellar Experience at Eforea Spa, Hilton Orlando: Marisa Saved the Day!

From the moment I stepped into the serene oasis of Eforea Spa at Hilton Orlando, I knew I was in for a treat. But little did I know that my experience would be elevated to extraordinary heights, all thanks to Marisa. Let me tell you, she is not just a member of the team; she's a customer service wizard.

Marisa single-handedly salvaged my trip with her unparalleled dedication and warmth. Amidst the hustle and bustle of a busy hotel, she stood out like a beacon of hospitality. Her genuine care and attention to detail were evident from the get-go, making me feel not just like a guest, but like a valued friend.

In my 25 years of managing and staying in hotels worldwide, I've encountered my fair share of exceptional service, but Marisa takes the cake. Her professionalism, coupled with her friendly demeanor, is a winning combination. She didn't just meet my expectations; she exceeded them in every way possible. I had a few “hiccups” with the hotel and by the time my massage was over, Marisa had contacted the correct people and had addressed every issue I had encountered.

But what truly sets Marisa apart is her passion for her work. Ii is clear that she doesn't just see it as a job; she sees it as a calling. Her enthusiasm is infectious, and it's no surprise that she's destined for a brilliant career ahead. Hilton Orlando is fortunate to have her as part of their team, and any guest who crosses paths with her is in for a treat.

So, if you are ever at Hilton Orlando and in need of a rejuvenating spa experience, look no further than Eforea Spa. And if you are lucky enough to have Marisa attend to you, consider your day made. She's a shining example of what exceptional customer service looks like, and I, for one, am grateful for the difference she made in my stay.

I am planning another trip to Orlando, just to...