Spa Heaven — Attraction in New York

Pros: Clean, good massages

Cons: Rude, bad customer service skills, additional fees

"On December 14th, I purchased a 60-minute couple's massage for me and my best friend in celebration of her Birthday. We made an appointment for 8:30pm that evening with the anticipation & knowledge that I would be adding an additional 30-minutes to both of our massages individually, thus making our massages 90-minutes each. Upon our timely arrival, I informed them of the Groupon deal that I had purchased and my request for additional time. We proceeded to our room, changed and enjoyed our massages.

My friend expressed to me, that she would return with her boyfriend and that Eric, had worked her back nicely. Eddie, the gentleman that worked on my back, had also done a satisfying job.

We proceeded to get dressed and join them at the front desk.

Once we reached the desk, I handed over my printed-Groupon sheet as well as my credit card for the additional time that I had purchased. Only then, was I informed that there was an estimate that was a bit higher than I was expecting which included the following:

10% surcharge-fee for utilizing my credit card $8.00 additional taxes added on top of my Groupon deal and a MANDATORY tip on top of the cash we had already given the (2) gents that worked on our backs.

I stated in a respectful manner that we never made aware of these fees up-front and that tips are not mandatory. They are to be left to the customer's discretion.

I paid for all of my fees and explained to Hannah (front desk receptionist), that we had already tipped the guys that worked on our backs. She proceeded to rudely launch an 8x8 sign that was hidden in a small corner of the front desk at us and demand that we tip more for the services rendered.

At that point, not only were we taken aback by their position, we were highly insulted. I turned to Eric & Eddie and advised them that this was extremely unprofessional and that it was bad service to treat clients in this manner especially after we had already tipped. They both proceeded to rudely ask us to "Leave" -

We will never return to Spa Heaven nor will we recommend this place to anyone.

In addition, I am filing a complaint with the Consumer Financial Protection Bureau, for the practice of charging the 10% credit card fee which is not legal in New York.

I highly suggest that prior to booking an appointment or spending money in this establishment, consumers educate themselves with the services and fees so that they are not met with the same hostile experience that left a bad taste in our mouths.

Spa Heaven is more of Spa Hell after our experience - They need...

I am beyond disgusted and infuriated with the lack of professionalism at this establishment. Charging $70-$100 is not cheap, and I expect to receive the service I request—especially after clearly communicating my preferences multiple times. This isn’t the first time they’ve made this mistake, and I’ve reached my limit.

We booked a couples massage and explicitly told the staff more than three times, including the ladies at the front desk, that NO MEN ALLOWED. Yet, as soon as I laid down, a man walked into the room. I was appalled, yelled at him to leave, and he had the audacity to act as if I was being rude. My husband was furious, as this completely disrespected our beliefs and violated the trust we placed in their ability to provide privacy and respect.

I initially thought it might have been a genuine mistake, but clearly, this is a RECURRING issue. I referred a friend here only because one woman provides good massages, and also why I’m giving this place 1 star, but even she faced the same blatant disrespect.

She and her husband requested no men and had to repeat themselves multiple times because the staff COULD NOT UNDERSTAND ENGLISH. They even confirmed at the front desk that no men would be involved. Yet, in the middle of their massage, a man barged into their room to chat with the massage therapist!

This level of incompetence and disregard is absolutely unacceptable. It shows a complete lack of respect for customers’ privacy, beliefs, and basic requests. At this point, I believe these actions are intentional, not accidental.

If you cannot respect your customers’ explicit instructions and uphold basic standards of professionalism, you have no business operating. Save your money and go somewhere that actually...

Had a Groupon purchased for me for a couples massage. First day I called to make an appointment, I was told they only take Groupons before 5PM. Called back another day and was told the are not accepting Groupons after 3PM. Clearly this establishment are playing games with individuals who use Groupon.

Nevertheless I booked an appointment for 12PM. Surprised at how nice the spa was on the inside. Coco was my masseuse and she was excellent. My shoulders and lower back are problem areas and Coco seems to know without me telling her. She relieved the pain and tightness that I previously had in those area. Coco actually walked on my back and massaged my back and arms with her feet. I’ve never had that done before and wish I would had a pic of the moment.

The experience would’ve been 5 stars had it not been for the over weight female receptionist shaking me down for a $30 tip at the end. What’s sad is I can afford and practice tip etiquette. I know to tip a minimum of 20% and dont need intimidation or a shake down to do it. I literally asked the receptionist to give me change so I can tip both masseuses. I gave coco the tip and the overweight receptionist had the nerve to not only tell my the tip is a minimum of $15 but verify with coco that I indeed gave her that amount. Come to find out the receptionist that played games with appointment times for Groupon users is the same one who aggressively demanded the tip. Totally ruined the experience!!

The massage was so good that I will go back but if anyone tries to shake down for a tip I’m walking out of the establishment without...