Woodhouse Spa - North Hills — Attraction in Raleigh

This experience felt like herding cattle. I didn’t get a sense of anyone being personable there. Check in was pretty seamless. What I found so lackadaisical was the professionalism of the employees. “Just another day here” kind of vibe. I treat this as a luxurious amenity/service and I would hope to get the same treatment. Upon entering, I was given a “tour.” It was more of a quick point in each room and push you off to change. Give me more understanding of my bearings, what I can have, and what is not provided. Give me suggestions on how to spend my time prior to my massage. The dressing room was that of a locker room. Great lighting for pictures and the robes were comfy. I was told to meet in the calm room. Love that spot. Couches comfy. I had a cup of hot tea but was not checked on at all. Not even another cup? Wish I would have known to arrive well prior to really take advantage of the room and space. My name was called and I was taken to my room by my service provider. I got the deep tissue massage. I enjoyed the massage but the deep tissue didn’t meet my expectations. I could’ve used 10x the strength. Nothing against my provider, she was lovely. Tiny woman with strength. It would’ve been nice to confirm what I was getting today and maybe reevaluate if that is what I really need. Maybe I need to add more things? (Spend more money) Something they could’ve done at the front desk. We were then placed into the calm room again to have a cup of tea and leave at our leisure. I saw there was a sauna and such, so I saw two employees chatting to the side and asked if that was part of my services etc. The woman says “no, it’s an add on.” OMG! Prime opportunity to upsell. Could’ve said “it is not currently but we can certainly add that into your experience today.” A luxury spot like this should always assume the person has money and upsell. Get the person to spend. My experience could’ve been so much more with some guidance. I have a $400 gift card I bought us for Christmas and didn’t even spend it all (though I intended) because I didn’t see an opportunity. I was in and out of there in and hour and a half. I expected to be there longer. I would love to give this place another try but I can definitely say I have had better experiences at other spas that cost much less. Ambiance was lovely. Impressed with cleanliness. Service quality was a huge let down today. I expected more from Woodhouse Spa and they didn’t...

My daughter had came here for her 21st birthday and left very disappointed! She called the day before her birthday to schedule herself and birthday message. When she had called they simply told her the kind of massage she would be getting and that there was a 100% charge if the appointment would be canceled. She waited to receive a confirmation for the time of her appointment and the duration but she never received it and ended up calling for the time and duration for the appointment. Once she received her appointment time she was realized she would be a bit late and took a look at other appointment time slots to see if she could get a later appointment (which were available) but was told there are none and that she would only have the remaining time of her appointment to be serviced, which would be ok if she was told the Duration of her appointment ahead of time! When she arrived she was asked to check in on the iPad and realized that although her name was spelt correctly her email that has her name was spelled wrong, she had to the lady checking her in which was the same lady who booked her appointment and her response was (oh that’s weird) and no apology for the inconvenience was received. At this point this is when my daughter realized she was only out down for an 50 minute time frame and not 80. She was then take to get her massage done by Melonye which was great! Despite only being serviced for a few shorts minutes. To make matters worse she was then taken to to locker area to put her things away with no birthday messages on her locker and went into the quiet area to enjoy her drink however it was not there and she had to go out into the hallway to look for a staff member in order to receive one! Once she sat down to wind down and enjoy herself she found it was short lived do to overhearing a couple talking about validation for there parking which was not made aware to her so she left in a hurry to make she her car would be ok. All in all this was a very disappointing experience considering this was the start to her 21st birthday. And the experience was terrible! She was very excited because we have seen soon much online as well as heard from family about their experiences. Resulting in...

Truly disappointed with the lack of communication and customer service. I originally tried to reschedule a couples massage, but unfortunately called too late and was charged a 50% no-show fee I accepted that and moved forward in good faith. However, when I attempted to rebook, I repeatedly asked for a new date and was given the runaround. Eventually, I received a voicemail offering an appointment for 6/19 at 1 PM and was asked to call back to confirm. I did, multiple times, only to finally be told they were booked out 4–6 weeks, which contradicts the message I received.

It’s frustrating to feel like I was chasing down an appointment and practically begging to give my business to an establishment that showed little effort in return. I had every intention of making this my go-to spa and had already recommended it to others but after this experience, I’ll be looking elsewhere.

Update: The response from the General Manager to my review was not only unprofessional but deeply disappointing, further solidifying my negative impression of this establishment. To blatantly misrepresent the facts as a person in a leadership role is not only unethical…it’s unacceptable. I will be sharing this experience with my professional networks and organizations across North Carolina as a warning against supporting a business that clearly lacks integrity and accountability.

Attached are both voicemail transcripts related to the rescheduling. The first clearly indicates that I left a voicemail to reschedule in my initial cancellation, contrary to the General Manager’s claim that no such request was made. The second transcript explicitly states to call to reschedule if the Thursday appointment did not work for me. There is no mention of needing to call back to confirm the appointment.

I chose to confirm out of courtesy, as I had informed the original employee I spoke with that I would be in-flight and would follow up once I landed, a detail the General Manager also failed to acknowledge. I originally intended to leave my concerns at the review, but the continued distortion of the facts has made it necessary to address this...