Spavia Orchard Town Center — Attraction in Westminster

I received a gift certificate for a 4 hour Rejuvenate Package ($419). I arrived 15 minutes prior to my appointment. My first service was a massage with Gerald, which was nice, and he worked out some good knots. My next service was a body wrap with Autumn. It was pretty lackluster. While she did ask if I had ever had a wrap before (I had), she did not describe what she was doing at all; typically therapists at least outline what the steps will be, or say what they are about to do, but she hardly spoke at all. In addition, the room was quite chilly, and the water she was using started at room temperature and soon became cold. At one point, my toes started going numb, so I aske if they could be covered/wrapped up, and she said they would be soon. No offer to adjust the heat on the table or anything. Typically, when I have had wraps, the therapists take care to do nice long, relaxing strokes, but Autumn did not have a calm or relaxing touch. She informed me that after the wrap, she would be doing my facial, and I would return to the relaxation room for about 20 minutes while she cleaned up from the wrap before the facial. I thought maybe this would be when the "nutritious refreshments" was served. I was thankfully able to warm up in there, but no refreshments, when she returned, she took me to a different room for the facial. The facial itself was okay, but again, no talking. Literally nothing from when she started until it was over. No checking in if everything was okay, no describing treatments/products, etc. No commentary on my skin, product suggestions, or warning when she was going to start doing extractions. Once it was over, she took me back to the locker room and wished me a good day. I do wonder if she was sick, as she breathed heavily through her mouth the whole time, and would frequently takes drinks. If she was sick, she should not have been working, or at least have worn a mask.

I changed and went back out front, where the girl who checked me out was very clearly unhappy to be at work. I was the only one out front. She didn't ask me how everything was, and entered my gift card while I put tips in envelopes for Gerald and Autumn. I tipped them the same because of Autumn's poor services. She said I had a $12 balance left, which I thought was strange, since the gift certificate was for the package. As soon as it was processed, she thanked me and turned back to her phone. As I was literally halfway out the door, she halfheartedly asked if I wanted to book another service. Definitely not. I have been to my fair share of day spas, and this was probably the the least welcomed I have ever felt. There was little to no engagement from the staff (with the exception of Gerald, who was nice), no checking in on me throughout the day, no smiles from Autumn or the girl checking me out. I had heard from someone else who did this package at another location that they reached out and took a food order from her for her snacks, but I received nothing. There was plain water in the relaxation room, and some tea packets (no sweeteners or anything). The whole experience just felt very underwhelming. I did not go in with high expectations, but they still fell short.

After I left, I received an automated text message from Spavia asking if I would recommend them on a scale of 0-10. I replied with a 0, and a follow up message asked if I would like to leave additional feedback, so I gave an abbreviated version of what I am posting now. The response back was "Got it!" Clearly they don't really care about the feedback.

I will not be back and would advise anyone with a gift certificate to go to a...

Don’t sign up for the membership - it’s impossible to use, and impossible to cancel!

I came in for a massage a few months ago, and enjoyed it enough to sign up for the monthly membership. Unfortunately for the entire 3 months I’ve been a member, it’s been very difficult to schedule an appointment, because they’re booked weeks in advance, which is frustrating and inconvenient.

This month my monthly massage appointment was cancelled the morning of the appointment because the therapist was sick, and they had nobody on staff to take over the cancelled appointments for that day.

I had another appointment booked for 2 weeks later, and the morning of the appointment I was called and told that appointment was cancelled because the therapist had quit.

Again, there was no contingency plan in place to bring in another therapist to take over the cancelled appointments, and they were unable to book me another appointment until the following month.

So, even though I prepaid my monthly fee for a massage, I spent the entire month trying to get an appointment, only for them both to be cancelled, and no alternative was provided for either cancellation. I was ultimately unable to use the massage I paid for because they don’t hire enough therapists to cover the services they’re selling.

I was told I could use my membership at any Spavia location, so I called every single Spavia in the state of Colorado, and was unable to find even one location with an available appointment for weeks.

I feel that the business should have made efforts to find an alternative therapist to cover the cancelled appointments, and/or have something to offer me (and others) for the inconvenience of being unable to use the monthly massage I paid for. It’s not acceptable to me that I was the one responsible for trying to call every Spavia location myself, and also that they didn’t even offer to refund my monthly payment.

The fact that they are so understaffed that they never have an available therapist to take cancellations or walk ins, and that their therapists are quitting without notice, leaves me to think they aren’t paying them well enough to provide customers with the services we’re paying for.

After taking it upon myself to try and find a way to salvage my massage and being unable to, I called them back and asked for a refund and to cancel my membership going forward. I was told that the person on the phone didn’t have the authority to do that, but would have a manager call me. Nobody ever called me. I went online to try and cancel the membership myself (without a refund) and was unable to do that either.

They make it impossible to cancel your membership without walking into a Spavia location in person. Due to the poor way cancellations have been handled, the lack of alternative options offered, and the inability to use my membership or receive a refund leads me to write this review, warning others to seriously consider the risk before signing up for a membership that will be very difficult if not impossible to use.

I’ll be visiting the spa in person tomorrow to make another attempt to get a refund and cancel my membership, and if unable to do so, will dispute the charge on my...

I've always had good experiences with this spa. However, today was not a good encounter. I was on the waiting list for a massage. They were kind enough to get me in. However, something came up, and I had to bring my daughter's with me. I understand the liability part of no children in the room. However, it's not like they are babies. So I said to cancel the appointment and walked out.

Then, I proceeded to call the spa as I drove off, saying they would not charge my card for a service I didn't receive. That I have no money in that account. The money I did have was for a bill. I repeatedly said, "Do not charge my card ." I will not pay for a service I wasn't able to receive. I said i would go pay cash if I needed to see as I was going to pay cash to begin with. Walked in with cash, and the lady said they charged my card. After I specifically said DO NOT CHARGE MY CARD." I said, "Let me speak to the manager. She said she wasn't in. I said, then call her. She said she couldn't call her. Furious , I said every manager has a phone that you can call any time. So get her on the phone. She refused and said she wouldn't take my cash for the massage until i was refunded. I literally said do not charge my card, so now they will cause me to have an NSF fee.

I am not happy that they went against what I said and never even called me to say they needed to charge the card.

So noted, I will be calling every day until I get ahold of a manager to reverse the charge on my card. And trust I will not be pleasant, especially since it was done without...