Serenity Spa by Westgate — Hotel in Dr. Phillips

This was a delayed birthday gift to myself. I purposely waited to be on vacation to enjoy the full experience in an already relaxed atmosphere. I opted for the high end hydro facial based on the information given at the front desk that it would include a lymphatic massage. I also shared my areas of concern: eye and chin area.

Although I thought the technician was lovely, the lymphatic massage was lacking. I thought the massage was coming after the facial but then she said she was finished. I do my own lymphatic massages and this was only one notch higher than what I do. I also asked her about my eye area, she said they no longer do that. I mentioned to her that I specifically mentioned this to the front desk as the area that needed attention.

Instead of being compensated for what they did not provide, she left a product at the front desk for me to purchase for $60.

When I addressed it with the front desk they just said they were sorry. This was towards the end of my vacation but once I got home and processed it, I am looking for some justification not merely "I'm sorry".

I see your social media responds more to positive reviews than the constructive criticism ones. But keep in mind, people read both.

For $315 (included the 20% tip) I expected to have the issues I expressed addressed or the very least tell me prior to the service so I can make my own decision as to whether to move forward or not.

Thank...

This review is based on my last visit and not the place overall. This was our 2nd time coming here and this time was not anywhere near as pleasant as the first. I usually love a deep tissue massage, but my therapist was rather sloppy. As if she didn’t really know how to massage. There was no consistency in the massage and didn’t evenly massage both sides. I told her my left shoulder/trapezius was problematic and to work on that and she over worked the right side and ignored the left side. Her nails were too long and kept scratching me. I had a slight sunburn, you could clearly see the “lines” and she was still so rough on my skin and kept what felt almost like slapping and kneading my back like dough. Towards the end there was part of the treatment where they poured what felt like hot wax on your back and it was so hot and she poured it right on my sunburn. I wasn’t expecting it because she barely told me what she was doing or any parts of the treatments before she did them so when she did that I nearly jumped out of the bed. I was so shocked and to the point I wanted to end the massage but my boyfriend was getting his and I didn’t want to ruin his if he was enjoying it, roughed it out but will definitely think twice before paying for that couples massage again! Lucky for her gratuity was included because I wouldn’t have ever given her what she got. I wouldn’t have stuffed her but she didn’t deserve...

We came from outside the hotel. There were no signs anywhere. The outside is essentially a maze with numerous entrances and no signs indicating where the spa is. Once inside the main building, there again were no signs until you actually get close to where the spa is. It took forever to figure out where we were supposed to go. The staff wasn’t particularly helpful; only providing vague general directions. Then, once we finally pieced together the clues to locate the spa, we were late, and were told we either had to accept a 25 minute spa or the remainder balance of our time. We went with the 25 minute option. The quality of the massage was okay, but nothing particularly special. The masseuse was very nice though. I don’t think it was worth it for 25 minutes for two people for $200. If you are staying at the hotel it might be worth it for a longer session, but I wouldn’t recommend this place to anyone coming from...