Cascade Spa — Attraction in San Diego

Soooo disappointed with this place. Came to SD to celebrate a friend and had chosen Cascade based off reviews. Booked our 10:00 AM appointment 2 weeks in advance for 4 head to toe reflexology treatments which were $50 each and fully confirmed with their reservationists. Upon arrival we are told that the rooms for the massages we booked are being used so we need to chose a different massage. (As wrong as this is I did not express any frustration yet because I didn’t want to ruin the mood). I asked what rooms were available and the lady at the front desk said rooms for a full body. I asked what the price difference is and she said $66 however $60 if you pay cash. I said that is fine and we will do 4 of those massages. I then said I was expecting and would it be possible to modify my massage and not touch certain points. She kindly agreed and said that she’d tell her team not to touch certain areas. We went in for our massages (2 separate rooms even though when we booked we asked to be all together- still I did not complain). Our massages were fine nothing spectacular but good for the price. We definitely felt a bit rushed and uncomfortable as they don’t show you restroom facilities they just take you to the room, do the massage, and take you out.

After our massage we go to pay and the lady at the front tells me it’ll be $60 for my 3 friends and $80 for me. I asked her why when she quoted me $60 cash for the 4 massages and she said because I am prenatal. I told her she did not clarify that when I asked for areas not to be touched it would be an additional $20. She told me I was wrong and did not seem to care at all about customer satisfaction. And to say the least the fact that the massages they confirmed with us they had just double booked already forcing us to get a more expensive massage. She said “well it’s on our website” and I said I understand but when I asked you how much you said $60 cash. No apology, no remorse, she just insisted mine was $80. I regretfully gave her the amount she was asking.

After walking out our other friend said they never even massaged her feet. So on top of removing certain areas on my massage and charging more for it they also never even gave every member in my group what they were paying for. So inconsistent and disorganized.

I myself am a business owner and this is absolutely not how you treat your customers. Loyalty is important but they don’t seem to grasp that...

I am updating my original review to four stars from one because the spa manager, Shirley reached out to us to apologize and make the situation right. She was so kind and empathetic. She addressed our issues with the therapists directly to make sure they don’t happen with anyone else. We greatly appreciate her help and it’s a testament to the fact that they do care about their customer service and the experience you have when you visit Cascade. Because of Shirley, we left the situation feeling better and would even consider going back knowing that they have someone like her.

Original review: It’s overhyped on social media and they probably provided discounted/free services in exchange for the positive posts. Don’t believe me? Read on. We had a group of 6 girls. First red flag was we had to ask for towels and robes, there was no direction.

One girl paid $75 for a seven minute “scrub” which was supposed to be a 30 minute service and the scrub was the mildest sugar scrub you’ve ever seen. No exfoliation, the one in my shower from Target is better. The rest of us got the “staycation” package. When I tell you it was HORRIBLE, I mean it was robbery.

The massage was by far the worst I’ve ever had. The masseuse had long nails so she was scratching me the entire time. She was wearing a metal bracelet and so that was scratching me as well the entire service. She also had her hair down and it was brushing all over me the entire massage. So gross! At the end, she threw my robe at me to put on.

The “facial” is a $2 sheet mask that they slap on your face with no warning. And the scrub, as mentioned above was an actual joke, there wasn’t a single skin cell exfoliated. The “serum scalp massage” is 5 minutes of a painful, dry rub (no serum in sight) and primarily was just the masseuse pulling our hair. They don’t say one single word to you the entire time you’re there other than at check in. It’s so awkward. The foot massage portion can only be described as violent and uncomfortable.

Then they had the nerve to ask for a tip when they already had skipped portions of the package entirely and did the absolute bare minimum. WE COULD NOT GET OUR THERE FAST ENOUGH. We truly should have left mid-service to save ourselves the time and trauma. We truly question whether or not this place is a legit...

OVERALL EXPERIENCE: decently priced and enjoyed my massage! I do wish that they wore masks, since they tend to hover over your face while massaging your scalp and face.

AMBIANCE: Relaxing.

DRESS CODE: Come comfy and in casual clothes! Ditch the makeup if you're doing the steam room or facial massage!

EXPERIENCE: My friends and I came and we all got the Ruby Package (120mins for glass of champagne or white wine, steam room, reflexology, and body massage). The steam room was nice, but I prob wouldn't recommend bringing your drink in with you (due to the steam, I had droplets from the ceiling fall into my cup :| gross!). I wish they provided water to you when you come out. Reflexology was good (please note that you are in a room with six other people). Eddie was assigned to me and his strength was perfect for me! I felt he could've massaged my scalp a bit more, but he did a great job on my legs and feet! My friend felt that her masseuse did not do a great job and was a bit "laxed" with her feet and toes. Body massage (we were able to have a private room for us) and it was amazing! Eddie really got my knots out and the pressure was perfect! At the end, I wish they provided warm/hot water rather than cold water.

ADDITIONAL INFO: The women's locker room has two showers, no toilet (located in another area). There is a table and blow dryer if you wish to get ready/look more presentable. If I come back, I would prob bring a small face towel, as I feel it would be more sanitary (at least for me) Bring your own water bottle, as their cups are very small Bring cash for tip! You can pay for the service with your CC, but cash is highly preferred for tip.

PRICE: Ruby Package was $168 (with card) $160 for cash (120mins total)

PARKING: they have a few reserved spots in a small parking lot a block away (across from US Bank; please note it is not at US Bank). Look for the spaces marked 6, 7, 8, 9, 10 (I think those were all the numbers), but they also have a sign indicating "Cascade Spa" and you can always call to confirm.

Service: 4/5...