Heavenly Spa By Westin — Attraction in Fort Lauderdale

I wish I could give separate reviews for reception staff and massage therapists. Truth is though, in business, we are only as good as our worst employee.

My husband and I came to Fort Lauderdale for a short competition/celebration event for his work. He and I had not had couples massages since we got married, and he thought it would be a great experience. We were staying at the Hilton, but we’re happy to find availability at the Heavenly Spa close by at the Westin for a couple’s relax and refresh massage.

Upon entering and filling out our forms, a young woman, with her hair pulled up, greeted us and it turned out that she had been the one to book our appointment, so she was familiar with our visit.

She took my husband and I back together and directed my husband toward the men’s locker area and took me personally to the women’s locker area. There was a full description on how to work the locker and where to find the footwear, but there was no explanation of what clothing items I was to leave on or take off, just to “change”. Then she pointed to the waiting room where I would meet my therapist. I’m overweight, but I wear like a size 16/18. The robe would not close over my chest and barely overlapped my midsection. There were no other robes visible, only a rolled towel on the top of the locker. Not everything that’s “one size fits all” fits me, but there are usually other options offered. “I can’t believe I’m their biggest client” entered my head. I looked for other options and even looked to see if there were employees nearby as I was already undressed. I decided to put the towel around me over the robe and proceed to the waiting room where I sat there and cried while I waited for my therapist. I debated putting my clothes on and leaving, but my husband had planned this and I didn’t want to disappoint him.

My wonderful therapist showed up. Because I was so upset, I didn’t even catch her name, and she led me, along with my husband and his therapist to our room. I was still weeping silently as she performed the massage on my back, I had to ask for a tissue as she asked me to turn over as I realized my nose was running and I was making a mess.

She asked me if I was ok, and my knee-jerk reaction is always to say “yes”, she was really sweet and once I calmed down some I was able to enjoy the rest of my massage. At the end, she told me where my robe was hung up, but leaned in and said, “but here’s another that you might find more comfortable”. What compassion, and caring. She completely changed my mood from discouragement and self disgust, to one of gratitude. My therapist alone would get 4-5 stars, but the receptionist was oblivious to the needs of her clientele and her communication was horrible, leaving a new client unsure what the process was and completely feeling like an unwanted outsider.

TLDR: therapist was amazingly great, but the receptionist was scatterbrained and uncaring about the needs or considerations of a larger bodied...

I don’t know if I went to the same spot as everybody else but why did I have such a bad experience? Both of the ladies at the front desk were so rude. They look like they do not care. One had like a British or an Australian accent and the other ones are African-American lady. I think her name was Makia I don’t really remember. The lady with an accent who gave me the tour it was a very brief very nonchalant tour. It took me one minute, and I was just confused Because now I’m seeing comments about a rain shower? I don’t know. I wasnt very impressed by the amenities. I don’t know what it was, but I felt like every time I was asking (Makia?) a question it irked her. Any time I ask for a question I felt like she was forgot to roll her eye, and she could not be bothered answering what I was asking, and she would cut me off and she was just so rude. I get it that it’s a spa but I was there by myself and there was literally no Wi-Fi. Like the spa is so locked away that there was no cell service either .There was only fruit infused water. There was no regular water. The steam room wasn’t working. The whirlpool was nice. But I got like a weird skin thing half hour after (picture included).

I had a day pass as well so I could use The beach and the pool. I wasn’t able to use the skywalk elevator because nobody gave me a key card. The pool just had so many people. It was just not a vibe. And on top of paying so much for the spa in the past, it’s an additional $50 per person for renting an umbrella with a chair on the beach. And they don’t tell you -there’s nobody tells you that- because they say the rental is from a third-party company and we don’t know the prices. Of course they know the prices they’re just not gonna tell you other that an additional $50 after spending $300 including absurd amount of forced Gratuity.

I forget who My masseuse was, but she was pretty great and I got the scrub Massage-believe it was and she massaged me from the tip of my head to the tip of my toes. It was amazing. I would not come back again though. The spot itself is pretty small in terms of size and for the amount of money you’re paying it’s just not worth it.

Also, nobody asked to validate my parking and I went to check out at the valet and they said I didn’t have a stamp so I had to go all the way back and knock on the door after they were closed asked for a stamp and of course the receptionist was not...

Disgusted. That is how I feel after my visit to the spa today! I was tricked into an "extra" cost treatment with no explanation that there was another charge, all I was told by the therapist was she already had the treatment prepared as part of my experience. So that was the first money grab and on top of the fee I was charged additional gratuities. The point isn't the cost so much as the way they went about adding these extra charges. Do yourself a favour and visit one of the many other spas along the beach here.

Response: The massage was satisfactory yesterday and the first one was sublime (I did write an amazing review after that first experience)... but even this response makes me sad at the lack of recognition of a guests experience being such a disappointment due to service levels... there is NO mention that spaweek gift cards were not usable with special offers neither on your website nor on spaweek... not to mention I confirmed that I would be able to use them when I booked! At no time was this mentioned at either treatment so it just seems you are trying to excuse yourself for the bad service I received on this occasion. Also I made it VERY clear when checking out I was unhappy to be charged for something that was not disclosed as an extra fee. The scalp massage extra I received was disclosed as a fee upon booking and approved by me so that is completely different from this situation. I see the mention of gratuity for the retail price and have updated the review above and accept that but then to also have been charged additional gratuity for the "extra" just makes me shake my head. Also at my first visit it took over 45 minutes to check out and I never once complained or made anyone feel bad, I am generally very easy to please but this shrugging of shoulders that it is ok to do things this way...