Zen Spa Retreat — Attraction in San Juan

The customer service of the front staff is great. The "masseurs" seem very inexperienced or not trained. We stayed at The Sheraton Hotel and casino and booked 2 couples massages for my boyfriend and I. We treated his brother and his wife to one as well. The cost is over $400 which seems appropriate for what you're told is a 50 minute massage. We were all asked to arrive 20 minutes early to complete covid forms and personal information. Our appointments were at 3pm and 4pm. At 3:15 my sister in law texted me saying they still had not been called back for they're appointment. However at 4:03pm she messaged me saying they were done and she'd tell me all about it over dinner. I knew then this was not going to be the experience I expected. Both she and I requested oh lala relax massages, and the guys both wanted deep tissue. My boyfriend and I arrived at 3:40 for our 4pm appointment and at 4:15 our service had still not started. Shortly after 4:15 we were called back. We were taken into adjoining rooms with a pocket door between them since it was a couple's massage. My lady told me to take off my robe and hang it, while she held up a bath towel blocking her view of me.???? I was waiting for her to leave the room while I got undressed as with ANY massage I've EVER had. She did not. The same instructions were given to my boyfriend who, by the way is 6'2" 260 pounds. A BATH TOWEL! He and I disrobe and get onto our tables. The atmosphere was nice and my lady was nice enough. As soon as she began I KNEW this was not what I was expecting. She applied what felt like scented olive oil. Very very greasy. She basically rubbed me as if she were applying lotion. There was not massage in my relax massage. I tried to just go with it hoping it would improve. I heard my boyfriend ask for his lady to apply more pressure. Due to the language barrier, she didn't know what he was asking. (Which is fine) but she should have known what type of massage he paid for and how to perform that. I peeked through the washcloth that was put over my eyes and could see my lady gesture to the other girl pushing down as if to show her what he was asking. He said she never did apply more pressure. Now this isn't just maybe he wanted a little more pressure. He said it felt like mine, that she was just rubbing lotion in. I read reviews and some were good. Some were NOT and said basically exactly what we ended up experiencing. A waste of money. I am a very good tipper. I've worked in the service industry so I hate poor tippers. At 5pm when my less than 50 min massage was done, I went to the front and was asked if I wanted to tip. It pained me to leave nothing, so I left $10. The receptionist seemed surprised. I explained what it felt like and that she seemed inexperienced. The lady said they are very experienced and to keep in mind different places have different techniques and then reminded me of the type of massage I asked for. I reminded her that I was aware of the service I ASKED for as I asked for and paid for it. However that is not what I received. I went on to tell her that my boyfriend asked for deep tissue and had to ask his lady more than once to apply more pressure which she never did. We have a massage therapist come to our home, and have both had many massages at spas. This was just not it. I felt embarrassed to have gifted our brother and sisters in law something that should have been a nice experience. We all left perplexed. Again the atmosphere is beautiful, the actual customer service was not bad. The service you pay for... is very questionable. I don't recommend this place to anyone. Spend a little more money and go elsewhere. I wish I had when I was researching. Daye of service was...

Prejudice at it's greatest!! Mediocre treatment. I was a customer for over 4 years, but no more. The Spa has preferences with certain clients, to whom they honor privilege that are not allowed to all clients. For example, I purchased a series of facials (over $500), that originally included the use of the pool with one guest every time you had a service in the spa. May I point out that every time we went together we would spend a lot of money at the pool bar (pretty expensive, but it was our day together). As a result of the pandemic, they eliminated that privilege (which was the main reason why I purchased the series), so my husband was no longer allowed to accompany me. They never made this lack of meeting the spa package description (one guest every visit) up to me- not a single effort. However, I have coworkers who were stilled allowed to go with their friends or boyfriends. Very unfair treatment, even when we paid the same for the same services! I pointed that out to the personnel, and basically was dismissed. I asked them to speak to the manager so at least 1 time my husband could go with me. The manager said NO, making me regret even more my support to this overpriced spa. The day after I was refused my request, my friend went with her friend and both were treated like royalty-and he was taken to the pool while she had her massage!!!! These people are repulsive!

Then, I had confirmed and appointment for a pre-paid service on Saturday Feb 5th, day on which there were flash flood warnings in all of SJ and metro area, and I live over an hour away, thus was unable to make it. I had multiple issues that day, and the freeway was totally flooded for hours. I called to explain the reason for which I was unable to make the appointment, and see if I could have the service another day. The response was,,guess what- "no-you missed your appointment and it was deducted from your pre-paid services.", then proceeded to recite their rules. I can assure you that if it were another client, a preferred customer- they would have been considerate. I had even considered a few months ago to purchase another series of services, but with this prejudiced treatment, I will take my money elsewhere! Don't waste your time! Spa time should be relaxing- not this stressful. Stay away...

Terrible management, poor communication and services and facilities are mediocre and pricey. Went for what was supposed to be a package that I saw on their catalogue online that included couples massage, manicures and pedicures for $275. Called the other location in the morning and was told there was no availability and given the number for this location. I spoke with a woman on the phone and asked about that specific package and was told there were openings and would be no problem fitting us in.

We got there and were given robes to change into that smelled musty as if someone had been sweating in them. The locker room had also run out of paper towels and tissues. We then attempted to use the steam room and sauna and found that the steam room was broken. Finally got the massages, which were okay. Seeing as staff wasn’t very informative, we weren’t sure where to go next to wait for the mani/pedis, so I went back to the front desk to ask about it and came to find we were only booked for the massages.

I was then informed that the price would be $250 for the massages alone and that they were fully booked and couldn’t accommodate us for the mani/pedis that day. As I was speaking with the staff, the manager happened to be standing at the desk and told me that there was no such thing as that package at their location and then abruptly asked me if I would be paying for the massages together or separately. I asked how I was able to make an appointment for that package if they didn’t have it and she just shoved their brochure in my face (more than once) telling me that I had called the wrong place, even though I had SPECIFICALLY asked about that package to the woman I had spoken to in the morning and was able to make an appointment. Then she asked me several times, “you don’t know the name of the person you spoke to?”, “you don’t know who you spoke to??” with an eyebrow raise even after I repeatedly told her all I knew was that it was a woman and she never stated her name. Then demanded again, “NOW, will you be paying for these together or separately?!”, bearing in mind I had told her the first time it would be together.

Overall, just a terrible experience and will definitely NOT be returning or recommending this spa to anyone I know. Management needs to take a course in etiquette and...