The Spa at The Lodge at Sonoma — Hotel in Sonoma

I booked two resort passes for my friend and me to have a lovely day-spa get together. Sadly it was far from relaxing. First of all, the signage to get to the spa lobby is subpar. Both my friend and I independently wandered back-and-forth, trying to find the spa lobby. When an employee offered to show me, I asked him what he saw when he read the signs and he said, “Oh they’re misleading!” At least he was honest.

When we made it to the spa the receptionist was far from welcoming. She showed us our lockers, robes and slippers all of which were great. When we made it out to the cabana, we discovered that the cushions were wet. The cushions outside were dry, but those inside were wet. It was a cold day. How uncomfortable!

Two of the four “hot pools“ were cold. More and more people showed up so it was a bit of a juggling act. Though the sauna was quite busy it was lovely.

After we were finished with the pools and sauna, we went into the lobby to find out eating options. While waiting for the receptionist to bring info I saw some products for sale and picked up a sample “mister”. Given we were still hot from the tub I thought oh a nice cool mist on my face would feel great. Unfortunately, it was not meant for the human body, just for a room. I got serious burns from the mist in my eyes, nose, and mouth. When I exclaimed in pain, one of the attendant said oh did you put the mister on your face? She did not act surprised or dismayed, more like it happens all the time. I was completely unable to open my eyes so she helped me into the bathroom to wash it all out. When I came back out, there was not a single sign or indication of how it should be used except for tiny little print on the bottle. What kind of company allows people to repeatedly hurt themselves and does nothing about it? I decided to bring the subject up with the receptionist asking if she was open for feedback. I explained that I thought it was extremely dangerous to have no sign there and that my eyes and face were still burning. Her response was a tepid oh sorry I’ll tell my manager. What BS! I was hoping to hear; “I am so so sorry, and I’m going to put a sign up right now so no one else has this experience. May I get you some sample cream for your face?” It was up to me to ask for some cream for my face, which was right on the other side of the room.

Finally, the two eating options – – a spa bistro and the hotel restaurant – – were not clearly explained. The hours and menus are different for both and it would be helpful to see them side-by-side. She did not have a menu for the hotel restaurant. Also, we had seen in our package that there was going to be a complementary beverage, and we had to ask about it.

What horrible customer service. I strongly recommend to the spa management that they invest in some customer service training.

The saving graces were: lovely soft robes, nice hot sauna, delicious complementary beverage and our bistro meals. The service in the bistro was fantastic! Everyone was very attentive and helpful and the food was delicious.

But we can get great food everywhere and this spa is not going to be a repeat experience for me or my friend...

Leaving this review for my husband for whom I reserved a massage as a birthday gift.

We arrived at the Spa at the Lodge a few minutes late (our bad) - our phone navigation told us we had arrived when in fact we were 1/2 minutes away by car. After walking and co, we were in our individual spa rooms 10 mins or so past our appointment time. Our appointments were 50 minutes in length. While I received a facial for 50 minutes (the duration I have booked), my husband got a 35-minute massage (40 tops). His masseuse told him that she cannot honor the full duration because we were a few minutes late.

This is unacceptable. The appointment was 50 minutes in length and so they had a 10 minute-buffer for unexpected situations like this. There was zero intent to accommodate. It’s even more upsetting because we paid $240 for his service and then a 20% gratuity was added to our invoice, without even being asked.

The value of the services we’ve received was not there especially given the mandatory 20% gratuity which we were not even notified in advance of or given the option to decline/adjust, and my husband’s 35 minute-massage.

At the end of the appointment, we were told we could use the pool and other outdoor amenities. It was late afternoon and we had dinner plans. We would have appreciated being informed of this in advance. Not that it would have made up 100% for the not so good value of the services received.

Overall, I had a good experience with my facial even though part of my service was not provided as I had expected, but our reservations were supposed to be a nice birthday treat for both of us and they fell short - the value...

I don’t know if I can put into words how simply amazing my spa day was. The entire experience was above and beyond. We were greeted by the most professional staff started our day. The dressing room was clean and organized, the lockers are orderly, and the robes are HEAVEN. The hot tub and pool grounds were lovely. Protected from the wind, shaded, yet sunny spots available. The cabanas for lunch were delightful as was the food. My massage provider was Taylor and SHE WAS THE BEST! I am a mother and I can honestly say, I forgot I had responsibilities during 99% of my treatment. I have some limitations and Taylor was so respectful of the pressure I needed. She is a wonderful person and goes beyond to make sure her clients needs are met. I will go back to The Lodge for another treatment with Taylor. I also had THE MOST DELIGHTFUL facial. My provider was so thoughtful and educated on what she was doing. My skin has never felt better!

The SPA at The Lodge was hands down the best spa day I...