Mandara Spa — Local services in New Providence

recently visited the Mandara Spa at Atlantis with high expectations for a relaxing experience. Unfortunately, my visit was marked by several issues that greatly diminished what should have been a highlight of our vacation.

Service and Booking Oversight: Despite confirming my booking twice in advance, the spa failed to prepare the second Coconut Poultice upgrade for my girlfriend, which we had booked specifically for her enjoyment. This oversight meant she missed out on the enhanced experience, showing a lack of attention to detail. Scheduling and Communication Delays: Our appointment was set for 4:15 PM, yet we were left waiting until 4:40 PM before our service finally began. My girlfriend and I were separated and left in different waiting areas due to a lack of clear instructions from the spa staff. She waited in the lobby as directed, while I waited upstairs, causing unnecessary delays and confusion. Billing and Customer Service Response: Despite our service starting 25 minutes late through no fault of our own, and ending 5 minutes early, the spa insisted on charging the full price for a 90-minute couples massage. They only offered a minor adjustment by not charging for the Coconut Poultice upgrade—a service they only half provided in the first place. When I raised these issues, the response from spa management was disappointing and defensive, suggesting the delay was due to us being in the “wrong” area, despite their failure to give clear directions.

Ultimately, the lack of professionalism, coordination, and unwillingness to address these issues fully left us feeling frustrated rather than relaxed. For a spa of this reputation and price point ($700+), I expected a far higher standard of service and customer care. This experience soured what should have been a relaxing day on our vacation. I hope future visitors have a smoother experience, but sadly, I cannot recommend Mandara Spa based...

Booked an appointment over the phone with a rep named Sheryl. She was polite, and I notified her that I was close to four months pregnant. I booked a customized massage for 55 mins along with a body wrap. I made it to my appointment only to be told, by protocol I am only allowed to be treated with the prenatal massage (fair enough). Although I was disappointed because I wasn’t notified over the phone for this. Being that it’s safe to still be treated on my stomach, I figured a deep tissue massage is safe, as I also know this because, I myself am a registered massage therapist in Canada. The front desk rep then calls the manager over to speak to me because I can no longer get a body wrap, because I am pregnant. So at this point I’m frustrated because I’ve already planned my day around the spa appointment. I asked if there are any other treatments available for pregnant women. And was told no. The unfortunate part is that the rep, Sheryl, that I spoke to on the phone, didn’t even bother to tell me that this wasn’t allowed. And that this could have all been avoided. Their customer service skills are lacking and they obviously need to change their brochures around to notify pregnant women that they aren’t allowed to have ANY of the services done besides a massage. Pretty lame spa if they can’t cater to every woman/male. I cancelled my appointment and left, without them even apologizing for their mistakes in booking. Never go here. Being that this place is at one of the worlds most beautiful resorts, the spa service is questionable and rude, and obviously their training didn’t go smoothly. No customer service skills and I’m assuming more than half the staff don’t know protocols/booking rules. An apology would...

The most important day for a bride begins with getting ready! All I can say is I couldn’t have asked for a more MAGICAL DAY and I owe it all to Arlicia and her team. From being miles and miles away she communicated with me all the time. Anytime I had a question she responded instantly even on the days she was not working. She really is a superstar and I am so lucky I was able to be in contact with such a wonderful person. Her energy is contagious ! She set me and my girls up with all of our hair and makeup appointments and everything ran so smooth there was literally not one complaint. None of my friends were waiting around they were instantly ready to be beautified as soon as it was there appointment time. PERFECT PERFECT! The spa is so gorgeous, cozy and clean. She let my friends decorate the spa early to surprise me and I have to say it was an absolute dream. Kramer also was a rockstar he greeted all my guests and showed them there way as soon as they walked in, they didn't even have to ask where do I go because he was on top of it. Maggie did my hair so amazing! The curls stood in through sweat and dancing all night. She is fantastic and you deff should book an appointment with her. The last day of my trip I got a facial by Shaffane she was fantastic after wearing makeup the whole weekend my face felt so dirty. She literally made me leave GLOWING. My skin was so smooth she literally is amazing at extractions. I can't forget about Mahogany the concierge of the spa she also was a sweetheart. She did not miss a beat she was on top of us making sure we had everything we needed while getting ready. Honestly the Mandara Spa team knows what they are doing I have to say it was the best people I encountered...