Sacred Hour Spas — Attraction in Lakewood

One of the highest recommended massage places in all of Cleveland. I was extremely excited to surprise my wife and take her here for Valentine's Day for a couples massage. She's been under a lot of stress and kicking butt lately working out getting in shape and a professional deep tissue massage was just what the doctor ordered. This hubby was going to get bonus points this Valentine's Day. I was really on my game this year, took the time and booked the reservation in early January, left my credit card on file to hold the appointment as it clearly states during booking and assured me was just to hold the reservation and no payment is at all required until the day of the appointment.

Got a phone call one week later advising me that my original time of 2:45 wasn't available so they'd move it to the next available that day, 3:00 instead. No problem!

Time goes on, fast forward to today, one week before my amazingly planned Valentine's Day excursion. I get a phone call from a polite and pleasant employee informing me they're calling to collect payment for the booked appointment plus gratuity today one week before per policy. I'm taken aback by this. It clearly stated at time of reservation no prior deposit is required. My conversation ends with the employee telling me she'd check with the owner and see if they could make an exception because I explained my funds are tight and I get paid the Friday before Valentine's weekend hence why the original arrangement was why I booked in the first place. She agreed and said she'd call me back. Phew! Crisis averted, or so I thought.

An hour later she called informing me the owner refused to make an exception as this is policy and she would not deviate from said policy. My heart was breaking, my perfectly planned finale to Valentine's Day weekend was crumbling. I pleaded with the girl to have the owner call me, stating I've never had such a problem with another establishment during any holiday booking. She said she would call her one more time for me, I thanked her and hung up. Hopes crushed, praying the owner of this highly recommended establishment would have mercy on a thoughtful husband trying to make the day a little extra special.

Hour later. Same employee calls back one more hour later. I can hear it in her voice, I'm done for. The owner refuses to personally call me nor make any exception to her policy which is stated no where on the website, nor during the booking process or even brought up when I was rescheduled one week after the appointment was made. She proceeded to advise me the manager would allow me 24 hours to come up with the money or my appointment is cancelled. I reiterated I had no extra money to front this cost until I get paid on the 12th. She apologizes one last time and we hang up.

Utterly disappointed. How can the owner of such a renowned and popularly recommended salon have such a cold heart on such a beautiful love filled day? Not to mention lack of customer service skills.

Here I sit, one week before the day I had such big plans for. Crushed and heart broken with disappointment with no chance of redemption because I was only notified one week before of this requirement. You can't even book a nice restaurant a week out from Valentine's Day let alone a well deserved day of pampered massage for the woman I love the most and wanted nothing more than to reward her for being my biggest inspiration and love of my...

I have gone to Sacred Massage multiple times over the past 4 years. The ambiance is relaxing but the service is less than adequate. My most recent experience involved booking an appointment a day or so beforehand for a specific time slot, 1 hour massage. They called and left a voicemail on my phone that this time slot was not available just 1 or 2 hours prior to my appointment. They never spoke with me personally and unbenounced to me moved my time up 30 minutes. I never received this voicemail informing me of this change, being that I was at work, and went straight from work to the appointment. When I arrived, 15 minutes early to my previously booked time, the massage therapist was very rushed and short with me. Only after she finished my massage 30 minutes early, and I informed her that I had booked a 1 hour slot, that she told me I was 15 minutes late to my appointment. I was very confused and realized only then that they had left a voicemail stating that they changed my appointment.. When I explained this, there was absolutely no apology from the receptionist who had placed the call and the receptionist had absolutely no customer service skills. I work in patient care at the Cleveland Clinic. When there are mix ups, you apologize and you improve processes, no one took responsibility in this case. It should not be a policy to move someone's 1 hour treatment without verbally confirming it and still charge them when you only provide 30 minutes of service. They should have at least told me at the time of my check in that my appointment had been changed and moved up, then I could have made the decision to reschedule. I will not be going back anytime soon. Aside from the miscommunication errors the massages were pretty average. I requested specific trouble areas (neck and shoulders) rather than a full body massage, and to have deep pressure. Pressure was very light/ medium and they did not focus on neck and shoulders any more than the rest of my back and legs which I did...

My husband and I booked a 60 minute couples massage. The massage itself was pretty good from both therapists who were very kind. The rest of the experience was not spa-like in any fashion. We walked in the door and my husband was asked immediately to go back outside in freezing temps so that another customer who was being escorted by an employee could come inside in front of him for her hand washing and temperature check. Even after she had left the room I asked the employee at the front desk if my husband could come in and he said not until I left the room due to Covid occupancy restrictions (he and I were the only two people in there when moments before there were three of us). It was very strange because he then tried to escort me to a tiny waiting room (perhaps the same size as the lobby if not smaller) with two other customers already sitting that I don’t live with, which made no sense in terms of protection against Covid spread. I looked at him in a very confused manner and he seemed to pick up on my vibe and ushered me upstairs to sit in a dark corner to wait on my husband. After our massage we were handed cups of hot tea and immediately sent out the back door, no lids on our cups. I guess we were supposed to drink it in our car? We recently moved to a new house and have been to fifteen different spas within the past year or so to check out the area and try to find one to call home. This spa was the only one that charged my card prior to receiving the service and also charged a mandatory gratuity. In addition, the services are definitely on the higher end that we’ve seen ($288 after their mandatory tip for a couples’ 60 minute CBD massage). We always tip well for service and found the whole experience to be a little unsettling. We do not plan...