Shui Spa — Hotel in Provincetown

I had an uncomfortable experience at Shui Spa, though I am most upset at management’s willful negligence in handling my feedback/complaint.

As a former owner of a property in Provincetown, I frequented the spa and, whenever I come back into town, treat myself to a massage there. In no way am I stranger to professional massages.

First, the experience: The facility is great. Very clean and has a good vibe.

I had massage with Tony. My massage was uncomfortable. He was very talkative during a massage, whereas I wish I could’ve enjoyed the moment rather than conversing. He shared how he DJs in town and even offered to show me a video of the club the night before about 20 minutes into my massage. I politely declined. On top of this, there was a lot more body contact than a usual deep tissue massage. At first, I thought his style might just involve more body contact of his arms than most, but it did not lessen as the massage went on. While laying on my stomach, he moved my towel covering my butt and worked his hand on my rear far beyond the parameters of a normal massage. I was unable to relax. I was so uncomfortable, that, when I turned over onto my back, I asked him if I could have an additional towel to cover my private area. After that, I felt like the massage remained within much more professional limits. Though, the fact that I had to request that at all due to discomfort expresses how not-relaxed I was at the time.

Management’s response: While I was frustrated by this experience, the thing that really upsets me the most is management’s denial and disregard of my (then) feedback (now a complaint due to the handling of my comments.) Getting massage at Shui spa is not inexpensive and, for that, I am very surprised by management’s fairly callous response. I called and asked to speak with the manager the day after my massage. I was told the manager was not in but that I’d receive a call back the next day. The next day, I called again after not hearing back and was, again, told the same thing. The day after that, I called again after not hearing back and spoke with the assistant manager, who expressed surprise and disbelief at my feedback and said that Tony gets rave reviews. I was told that my feedback would be discussed with the manager and that they would, then, call me back. That was 4 days ago.

After reading reviews, I see a review in here from 2022 with Brandon Atkins and he describes a similar experience with Tony and the response from management on that post is cookie cutter to what they said to me. Obviously from the review, they have received this feedback before about Tony.

Conclusion: All-in-all, I have had great massages at Shui Spa before, but this last one with Tony was uncomfortable. The handling of feedback by management is infuriating and disrespectful, and borders on willful negligence of honest customer feedback about an...

I feel so angry about my experience at this spa. I loved the facility itself. Very clean and has a good vibe. I had massage with Tony. And when he came out greeting me, I was in complete shock. He did not look healthy, face covered in sweat, wet T-shirt in armpit and back areas. I was truly concerned for his well being and wondering if he was going to make it out alive after giving a massage. On top of that, he was dressed inappropriately for a spa. He looked like it was laundry day or he had to clean out the attic.

Now about my massage. It was 2 out 5. Pressure was good, but I kindly let him know a couple of times during the massage that he could go deeper. Nothing changed. Then I turned over. And he started massaging my thighs. And guess what, he kept readjusting the sheet and trying to expose my you know what. When I told him to stop doing that, he felt embarrassed and stopped massaging thighs altogether.

I’m furious. I understand that everybody is understaffed and you have to deal with whoever is available to work. But that is...

After a day of travel with layovers I had some major knots in my back and was incredibly tense so my husband and i booked massages at Shui for the next morning. Despite booking separate massages and not a couple's massage, they set us both up in a tiny room with almost no space for the therapists. I booked a deep tissue massage and when my therapist Matthew asked about places to focus on I stressed that I needed him to focus on the knots in my lower back. Rather than a deep tissue massage I received a very basic massage with only light pressure and no focus on my lower back. It was not bad but was far from good. It lacked the connection and intuitiveness needed for a good massage. When I mentioned my back knots toward the end of the massage he said something like "you can't get everything in one session"... odd since I only asked for one thing. In any case, it really felt like a waste and did almost nothing to help my back. If you are looking for a good massage I suggest Blu day spa. I went there later in the week and they...