Woodhouse Spa - Rocky River — Attraction in Rocky River

I’ve been coming here since their grand opening and always recommended them.

I wanted to do something nice for my mom, who is a hard-working nurse that barely gets one day off a week, if she’s lucky. Instead of making her rare moment of relaxation easy, this business turned it into a headache. First, they charged her the full amount for her massage even though there was already a deposit on file — and only later admitted the mistake. When I called to pay the remaining balance (just as my husband has done for me many times over the phone), I was told they “don’t take payments over the phone.” I ended up being forced to use my own gift card I had saved for myself.

To make matters worse, they gave someone else her locker. So there were two people sharing the same locker at the same time — in a locker room that has well over 100 empty lockers. That’s not just unprofessional, it’s completely unacceptable.

And when I asked to speak to a supervisor, I was told multiple times there wasn’t one available. Only after pushing harder did a supervisor “suddenly” appear — which made me feel like I wasn’t being taken seriously at all.

My mom works tirelessly to care for other people. Her rare time off should be relaxing, not filled with billing errors, locker mix-ups, and poor customer service.

All that to say- the owner reached out to us and asked to make things right. Bad customer service can happen, and I am appreciative of the steps taken to apologize and ensure that we don’t have a bad...

My wife booked a couples massage for our 2nd wedding anniversary. The young ladies were awesome & addressed our needs. The person at the front desk was not. We were never told about any of the features of the spa i.e showers, refreshments. My wife put on a robe that was handed to her by whoever took her to the locker room. She was told that if she needed help to press a button. She waited & finally got dressed & went up to the front. There were 3 employees that never acknowledged her & she then said ‘hello, could someone help me?’ The employee sitting down says ‘will one of you help her?’ If this woman wasn’t going to help my wife why did she feel the need to be involved in the problem? My wife said the robe she was given was too small. Thinking that was the biggest size, she asked ‘could I just go into the room with my clothes & remove them at that time?’ You’d think she had just asked the most inappropriate question by the way the front desk person said YOU HAVE TO WEAR A ROBE. My wife was totally embarrassed in front of these 3 employees. Being reprimanded like she was 5 years old. Walking back to the lockers with a very kind person who apologized when she saw her crying & found her a correct size. After all this she came out to sit with me. She couldn’t fill out the paperwork you require nor was she offered water. We were then taken back. A day at the spa is to be a relaxing time. Needless to say, she couldn’t enjoy nor relax during...

DO NOT FORGET YOUR BELONGINGS IF YOU GO HERE. What should have been a wonderful Mother’s Day gift from my husband and son turned into the most expensive massage I have ever had. I went to this location and took off my necklace during a massage. I put the necklace in the pocket of my robe after the massage was done and forgot to take it out after I changed into my clothes. I realized I forgot my necklace after I left, and they were closed for the day, so I called and left a voicemail for whomever would check messages the next morning. I didn’t get a callback and had to call multiple times before I finally got through to someone. I was told they couldn’t find my necklace and it honestly felt like a lackluster effort on their part. I called multiple times, every day for almost a week and went myself to search for the necklace 3 times. Every time I called, I was promised a call from the person looking for my necklace but NEVER got a call back. I was always the one calling and begging them to find my desperately important necklace. I was the last customer to leave that day and they don’t use an outside cleaning service either so it would have been an employee to find the necklace. I filed a police report after a couple of days and was told this location had a report of similar issues. Extremely disappointed in their efforts to help find my necklace and will not be going back to...