Spavia Day Spa - Rookwood — Attraction in Norwood

I came in for a girls day with my mom and sister. We each ordered the Brightening Oxygen Lift facial and an add-on, which costed $200 each with tax. I asked if I could change my add on prior to my facial, but they told me that my esthetician was not trained on providing the add-on I requested instead (a mask), so they could not. That should have been my clue to walk away. However, I proceeded with the facial anyway. It consisted of topical creams only. No microdermebrasion, no dermaplanning, no microneedling, no led light, no hydrafacial, etc. to warrant paying such an expensive price -- not even a relaxing neck /back massage. The esthetician did not seem very confident in what she was doing. She gave me an "arm massage" but barely touched my skin. And even though she was aware that my neck was a problem area, she did not massage my neck, which typically comes standard with a facial, and I found came standard with my mom and sisters facials (who paid for the same thing I did). My esthetician rubbed 2 hot stones on my neck for a couple seconds and then said I felt tense and decided to just sit the stones under my neck to let them "finish the work". There were times where I was just laying there bored, wondering if she should be doing something more, like using that time to massage me. I actually couldn't wait for the facial to be over. She also asked me probably 20-30 times how I feel throughout the facial. If there was even a possibility of me relaxing enough to doze off, that wouldn't happen since she was asking me questions every couple minutes. Everyone was so nice but I'm not paying $200 just for people to be nice... That's just basic customer service. I would expect an amazing experience and to feel like it was money well spent. I sure hope the topical creams she used are magical and at least have long-lasting effects, as the experience I received was very lack luster. Even after mentioning my experience to the manager, there was no resolve offered to me, just that he would "talk to her". Well that does absolutely nothing for me because I will...

Very disappointing experience and will never go back. I came in on my birthday wanting to be relaxed and help ease a migraine. I asked for soft pressure on the form they have you fill out, but that did not happen - I proceeded to get a deep tissue massage for most of the appointment. I said I wanted focus on my scalp and neck due to my migraine, but instead the guy focused on two painful points on my back for over half the time. He didn’t continually ask if pressure was fine, even when he was digging into these spots repeatedly and I was visibly wincing. It was extremely painful. He only asked if pressure was fine once in the first 5 minutes and then not again. A good therapist would be checking your face in these moments and asking if an intense amount of pressure is fine.

When I flagged this with the front desk, I was dismissed and told "I must have needed it" (the deeper pressure). Extremely rude and disrespectful to not hear a client out, and understand their frustrations. I would recommend you not dismiss future people and tell them what you think they needed.

I booked a massage for what I WANTED, not what some stranger thought I NEEDED. Instead, I walked out of a massage in pain and frustrated that I wasted $150 on my birthday (and still left with an even more throbbing migraine).

Therapist was also very flimsy with the sheet - I've had dozens of massages, and it is a very intimate thing to adjust the sheet while you have next to clothes on or any at all. It was never tucked, it felt like it was getting tossed around and I was NOT at ease, especially with a man doing it. This is extremely uncomfortable, and feels very massage 101 to do properly.

I will never go back, and left in tears out of frustration on...

Mixed feelings about this place. I appreciated the overall experience the first time I went in (sandals, robe, lockers, etc). However, I didn't feel comfortable with the massage therapist and he used some very weird techniques that actually aggravated my pain further. I thought I would try with a different massage therapist instead.

I had read other reviews about their receptionist being unprofessional...Something weird happened on their website when I tried to schedule an appointment, and so an appointment was scheduled that I didn't know I had. They called the night before my appointment (around 6 pm) to remind me, and I was at a work event, so didn't receive the voicemail until late. I called immediately when they opened the morning of my appointment to try and get it canceled, because it was an accident due to their website working improperly. There were no apologies from the receptionist, but rather she was upset with me that I hadn't left them a voicemail....but I called right when they opened? She said they wouldn't charge me, but then hung up the phone. That is not the way to treat customers if you want to keep them...