Moon Lake Spa- Facial ，massage . Med spa,Skinceuticals & Dr. Babor’s Partner,Acupuncture — Attraction in Vienna

ETA: 8 months later still disappointed at the lack of customer service and the manager’s tone when trying to find a resolve 🥲

Original review: Wanted to love this place, and had received an excellent referral from a trusted source, super convenient location and seemingly reasonable member pricing... however my experience was so unpleasant. I tried to discuss further with staff, but they were more interested in arguing than heeding feedback. So, instead, here we are.

I tried booking via phone and online as I wanted to make sure I did so correctly for my first visit. I found an intro package for two as new clients. I was able to confirm by phone after a few rounds of phone tag (person who answered was in an appointment, or at home at 7pm so unable to see the schedule?), I was given verbal confirmation that I booked an appointment for two that could be updated to "deep tissue." I called the morning of to find out if we were going to be in same room or separate, and was told the same room was no issue.

When I arrived we were given paper work to "finish quickly," and made our way to the tables. We were waiting several minutes before the service providers entered the room. While waiting we noticed loud beeping noises like construction (on a Sunday morning) and the same very short "relaxing music" loop playing via the speaker with someone's notifications abruptly pinging at random but consistent intervals.

The staff were very vocal with pressure check in's during the beginning of the session. When we were able to finally work up to the deep pressure I was seeking... I was in heaven. That lasted a few glorious minutes. Then, without notice or communication- the service provider changed. I was keenly aware as I could suddenly feel a thumb nail or two(!!), and the pressure went WAY down, to cruise ship light. Additionally the new service provider worked on a specific body area for a disappointingly long time, that had already been the focus for 10+ minutes. This was very jarring and despite my multiple verbal communications, and requests to change the pressure- no consistent or reasonable change was made. The area's of concern as outlined on my paperwork were never addressed, despite verbal confirmation before the appointment.

I tried explaining these items to the desk person immediately- and they offered a nominal discount. They explained showed me their internal schedule and that one of their regulars was off that day... yet why was this not communicated any of the times I confirmed via phone (included day of?!). Once I was able to process what happened, I realized the session honestly just stressed me out more than anything. In (yikes) two decades of receiving an array of body work and massage services in professional capacities, I've never experienced a change in service provider with no warning or reasonable explanation during my session.

The next day I called to explain my position- as I was hoping to prevent this same situation from happening to someone else at the very least. The manager? was argumentative and not receptive to my...

Update: I recieved a call from the owner/manager after i left this review. She was very apologetic and explained being very short-staffed due the Holiday. I requested a call back on another day since I was at a very loud store and could not hear her.

She called me back a few days later and apologized again. We went over all the things that went wrong during the appointment but at the end of the day, I asked what the resolution would be. I woudl be ok with a partial refund to cover the repair of the gold necklace. She agreed to a full refund and offered a make up service. I am very appreciative with her follow up and attempt to correct the situation. Unfortunately, my SO is not one to try something again once it goes so wrong. I do believe that they are a good business and a lot can be said for when a business tries to correct its mistakes.

I had also purchased a $200.00 GC for my inlaw for Christmas. I will update on her experience as soon as she books her appointment. I bought my SO a hot stone massage package as part of his Christmas present. I scheduled for NYE at 9 am since I knew we’d be home and he’s always up early. I thought it would be a great way for him to end 2023. At 9:07 am (after he was already at the spa) I receive an email that his 9:00 am appt was now going to be at 9:10. I thought, no big deal. They are running a little late. Turns out his masseuse was told her first appointment was at 10 am (I scheduled this a week before on Christmas Eve). They had another gentlemen start his massage. When his masseuse came in, he said that her hands were ice cold. He then heard a metal clank and didn’t think much of it. He comes home, I ask him how it went. He said ok and explains about the masseuse being late, and how the stones were in a bag or heated bags (not the black stones like the picture). I also had bought the package with the hot stone massage (80 min.) and foot scrub. They did not give him a foot scrub. They gave him a back scrub. Then he realizes that his gold chain with pendant that he wears daily is missing and he thinks back to the clanking sound he had heard while being massaged. I call the spa and explain: so and so was there today getting a massage and now his gold chain is missing. Did you happen to find it? The response I get: no, I’m sorry. We don’t have any ability for massage today. At this point, I get a little upset and say: Are you listening? That is not what I asked. So repeat myself. He then immediately knew what I was talking about and told me they had his necklace. We immediately drive back to Vienna. They left his gold chain in an envelope at the front desk with his name on it. There was no one there to hand it to him. It had been broken during the massage, which is why it fell off. No mention of this at any point. No one to even apologize or attempt to make it right. I always try to do a lot of research to try to be an informed consumer and this spa had good reviews. I can say that we will not be returning and that I cannot recommend this...

I am updating this review to reflect my most recent experiences at Moon Lake Spa. I booked a 1 hour massage with a particular masseuse through the online scheduling system. I selected the same person who had given me a great 30 min massage about a month ago.

However, they switched the masseuse without informing me prior to the massage. I was confused because I figured I must have gotten the name mistaken. After talking with the staff before I left, I discovered that I had the name correct but it was someone else who gave me the massage. I was told that they "always switch the staff based on their scheduling" and if I wanted a particular person I needed to put that in the notes section (where I mentioned the areas I wanted to target for the massage). They made it sound like this would be obvious even though I specifically selected the person's name when making the reservation. There were plenty of excuses made but I have never had this issue at any other spa where I requested a particular person. I left disappointed, not because I had a bad massage but because the massage I received was different from my expectation (I went in for the same issue as before but this time did not have complete relief).

In addition, they always try to upsell the ginger oil and services (when I went in for a 30 min massage once they kept trying to get me to extend it). I've had staff try and upsell me during the massage before as well. Honestly it would be a better experience for me if they just included the ginger oil in their pricing and didn't sell so hard when I'm there to relax. I sometimes choose to upgrade, but it just feels pushy and annoying to have this repeatedly asked of me when I'm waiting for or getting a massage.

This was my second time at Moon Lake Spa. The first time I had a therapeutic massage with Eva and oxygen facial, this time I had just the therapeutic massage with Shirley. Both massages were excellent and left me totally relaxed. I also highly recommend the oxygen facial. The facial technician also recommended some products for my skin type that have helped. As someone who rarely takes time to pamper myself, I can say it is definitely worth the...