Fiori Spa — Attraction in Houston

As a frequent day spa visitor in general, I had always kept this place in mind as a place to go, but hadn’t yet until yesterday. I wanted to take a girlfriend out for a massage for her birthday yesterday and we had reservations at trellis at the Houstonian that I cancelled in an attempt to try something new and come to Fiori, which now I’m incredibly embarrassed to have done. Our visit was not even close to what I assumed I would experience and I’m shocked at the state of the facility that I felt I needed to reach out and address. We booked two massages and had every intention to spend more time there hanging out by the pool and ordering food, but after our massages, we ended up quickly leaving and not even staying for any of the amenities. More so, this message is pointing at the state of the facility and the environment in which I think needs a ton of work or better general upkeep. I have photos attached for reference. I cannot speak to her room that she was in obviously, however after talking to her and showing her the photos of the room I was in, I do feel it wasn’t far off. I was shocked to walk into my room to find that it looked like something almost under construction. Paint was coming off of the walls. There was no light plate on the light switches, and in general just looked extremely rundown and plain. This was my first red flag as I could not believe the state of a room that you take clients too that are paying $190 for a service. I paid more for 50-min service with you that I would have where he works, which, is also a high-end very well-known place, and they would never allow a room to look like this for even less of a price. Please see the attached photos. Additionally, there were some things wrong with the room not just cosmetically that seriously need to be addressed for someone’s experience to be better. For one, I appreciate that my massage therapist was prioritizing his hygiene, however, the toothbrush and water cup, and toothpaste left where my stuff was supposed to sit was a bit alarming. Additionally in the room that I was in, the music was barely audible. It was so quiet that I was listening to fellow customers full conversations the entire time during my session instead of relaxing spa music. What was happening outside the room was crystal clear as opposed to the music being insanely quiet in the room that I was in to drown it. There was not one bit of that experience that was relaxing. As soon as my therapist entered the room, his shoes were incredibly loud on the flooring, it almost sounded like the floors were sticky, and his tennis shoes were sticking to them on every step. He was very aware of how loud this was up against how quiet the music was, so even though this was weird… I can appreciate that he did this: he took off his shoes because of the noise of sticking floors and massaged me barefoot. Again, I do not want to fault him for this because I do think he was trying to make my experience more enjoyable, and this is the fault of the facility, but it was a bit crazy. My massage was fine, there were some weird things and I do think maybe he could use a bit more training, however, if the facility hadn’t been half as bad as it was, I probably wouldn’t be saying anything right now. For a service this expensive, the state of that room was unacceptable. Additionally, like I mentioned, we planned to stay and use the amenities and facility, but it seems that everything in general was rundown and frankly gross. The pool was green and there were pool staff there tending to it, but it just felt really yucky. We did not end up staying and using any of the facilities that we had paid more for a massage to be at and simply went to our dinner reservation early just to leave. I paid for both mine and my friends massage and she had an equally unimpressive experience so I’m really bummed that something that cost me almost $500 total out the door was this...

I had the worse experience with this place and should have read the reviews before I booked my appointment. I will use my hard earned money elsewhere where appreciated and reciprocated.

Here’s the email I sent to the GM and now posting here in hopes they do something about this poorly ran facility. Advice: there are lots of great spas around Houston but trust me thus isn’t one of them.

General Manager email:

“I wanted to inform you of my spa experience today. My first impression was not a great one. It was pouring down raining and I had no lights so I called to inform your reps of my situation and the response was priceless, “we have a strict policy of 24 hours so if you don’t come we’ll charge your credit card on file for your all your services.” My response was, “okay I know to not use your facility again.” Her response, “excuse me”. I repeat my response and she holds the phone for about five seconds and then hangs up without saying a other word. I thought that was very unprofessional.

Then I arrive and the lady who assisted me was kind and helpful and walks me to the changing area for my massage and facial. She gave me a quick tour as we didn’t have much time. She showed me where to store my things and how to use the locker. I follow her instructions, change my clothes, lock my locker and off I go for my services. The massage was okay and honestly for the cost I was highly disappointed. The gentleman who gave me the massage was very nice but the massage just was lackluster!!

The next treatment was the fire and ice facial and it was great. Her attention to detail, professionalism, her approach and walkthrough made me feel like I was the utmost importance at that very moment. I hope you guys reward her highly because she is awesome. I forgot her name but sure you can pull the records from my appointment today at 3pm (massage) and 4pm (facial).

Lastly, which is where things got weird. I get back to my locker and notice my purse is NOT in the locker where I put it. My clothes, watch, bracelet and clothing are but my purse was not. The same lady who checked me in came in just as I was looking and I told her my purse was missing?!?! She said “are you sure?”.Asked me what kind of purse and color and I tell her a tan Gucci crossbody bag. It has my keys, cellphone, 3 credit cards in it. I answered snarky but not rude but could have given the situation - - I’m positive it’s not in the locker where I put it.” She asks me to hang on and leaves the locker area running and then returns to ask me could it be in another locker. I said I don’t know why if I didn’t put it there and everything else was in the locker I opened. She said sometimes when lockers are left opened they move valuables and put them in another locker. I asked, “if that was the case why would they leave my Apple watch, Tiffany earring, and David Yurman bracelet???” She shrugs and said let’s just check another locker and sure enough that’s where we found it????? Everything was still in there but the reason why is still unclear???

It felt like retaliation for my comment of not using the facility again comment as no one spoke or greeted upon arrival except the lady who helped me. When I give my name I instantly felt tension but no comments. I’m disappointed and angry!!! I spent $336 with tip even after lackluster massage, rude customer service and misplaced purse.

After I left I was so stressed it almost felt like I needed a new massage from the poor experience!!! Not sure what you’ll do with this information but hopefully something positive will come...

I tried sending this review privately to the spa, but they never responded, so I am putting here in hopes it will get their attention.,:

On reference from a friend, I decided to try Fiori Spa recently. I had high expectations of finding a great new spa here in Houston

The receptionist was quite pleasant. I noticed the elevator was out of service and inquired of the receptionist as to when it would be back in service. She sort of rolled her eyes and shook her head. Given it is 3 floors, I as hoping that the elevator would limit the amount of stair climbing I had to do. I have a lot of back pain (why I was there) and stairs exacerbate the problem.

I have been to most of the great spas of the world so I have a strong basis for comparison.

I booked 2 services. A salt scrub with Ana and a massage with Ricardo, both of which were described as experienced and professional.

I came early and enjoyed the quiet room until my 3:00 appointment when someone was to come a get me. Around 3:10 no one had come, so I placed a call to the desk to inquire. Someone answered, but immediately asked to hold a moment. 10 minutes later, I was still on hold, so I hung up and called back. This time a recording said no one was available and I could leave a message. A few minutes later, the receptionist walked by the quiet room on her way somewhere, so I stopped her and asked what was going on.

She said there was some kind of mix up about my service provider and she was trying to work it out. I suggested she should have communicated that to me instead of leaving me waiting. She said she was to only one at the desk and assured me she would work it out.

Around 3:30, Ana came to get me for the salt scrub and did a good job.

Ricardo got me after Ana for the massage. Ricardo explained that he is Cuban and was very pleasant and even enthusiastic about giving me a great massage. Little or no English. Honestly he is not properly trained if trained at all. He spent about 40 minutes on my upper back, then rushed the rest doing about 5 minutes on each leg, then about 5 minutes on my stomach. He ended abruptly by turning on the bright overhead light which is a startling way to end a massage. I told him to please turn it back off. He did. I think he could be a very good masseuse with proper training, but you should not be exposing yourself customers to him and charging nearly $200 now.

I went to check out and the receptionist said she was giving me a 15% discount for the confusion. I thanked her but then asked to clarify. I had previously been told that I would be getting 10% discount because it was my birthday. So I asked if the 15% was in addition to the birthday 10% birthday discount and she said no. I said, then you are giving me 5% for the confusion. She said yes.

Maybe this was just an off day, but based on my experience, I will not be coming back or referring friends. At the rates you are charging, I think you should make sure you have enough staff and fully trained service...