Burning Springs Spa & Thermal Pools — Local services in Niagara Falls

I am writing this review because our group and I had an experience with management that is below expectations. Our group of 10 planned to go for a day spa over the Victoria Day weekend for a relaxing afternoon as part of our bachelorette trip. The facilities and services that we received were great - the pools and saunas are as described and the RMT massages are very relaxing. I would go on a weekday though because they seemed to have overbooked the weekend that we went since there was not enough space for the pools or chairs for the amount of people inside.

Overall, the organization was disorganized. When I booked over the phone 3 months prior to our visit, they seemed to have trouble with the system and booking everyone in. I had to speak to 2 or 3 different people since the initial people weren't too sure about the answer to my questions. Good thing I called again a few days before our visit, and they were not able to flag the members of our group - it was specific for a Celebration Package (because it was a bachelorette trip). And didn’t book one of the girls with RMT, even though it was specified during initial booking. I gave it the benefit of the doubt, maybe system issues. Everything seemed to be in place.

The spa gives complimentary valet with Marriott which is nice, and the drivers are very sweet. As advised, we got there early (around 11:45) and it was busy. With the amount of people, the change room was packed and the noise levels were higher compared to other spas. As we booked the Celebration package, I asked to get the charcuterie board in the end, when all the girls had finished their massage. Everyone had a relaxing time until the end of the afternoon when I asked for the board and they insisted that they already gave it to me. The lady even asked me to confirm with other girls which was strange because the group stayed together. She also mentioned that she packed the leftovers, and if I would like to have it which was an absurd question. The manager, Jillian, confirmed that the other group took it instead of admitting they gave it away without confirming the group’s identity. The food was lower in quality than expected, questionable for freshness. The room they mentioned for the package was just a den beside the reception desk.

More issues arose when each girl went to the reception to pay for their services. You also have to specifically ask for your RMT receipt (normally spa places give it to you after the service). Upon discussion, it was found that one girl had the charcuterie board charged to her as if she bought it on her own, even though the celebration package already included it (14.95 per person) but they refunded it. Another member was charged for drinks she didn’t order, and two people’s payments did not match the rest of the groups even though they got the same services. The manager blamed it again on the system not crossing the information through. When we went back to ask why, it was a back and forth because it seemed like they weren’t listening to us. We are giving suggestions on how to solve it and making it more fair. Instead, the manager (Jillian) asked us “What would you want us to do?” and we actually owe them more money. They did not solve this issue and we did not appreciate how they went about it. Dissatisfied with management’s response, we just asked for the breakdown of the receipt and will contact the head office.

Not recommended to go here because of management and poor customer service, and will...

We were in Niagara for a short getaway over march break to see a show. We chose to stay at this Mariott partly because of this spa. But it was a disappointment from the beginning. First, we tried to book appointments for the 4 of us on the phone the day before our arrival. The rude receptionist told us there were no appointments available together during our stay. Well that was totally false. We arrived late Wednesday and went to visit the pool and spa on Thursday. We were told at the spa (different receptionist) there would be available appointments on the Friday and to book them online. We did just that when we returned to our room and we managed to book 4 appointments at the same time.

I had booked a 25 minute relaxation massage and added the 'oasis thermal experience' for an extra $35, as did the 4 of us. My therapist, Jessica, was friendly and professional. The massage was good but it was not 25 minutes long as I paid for. There are no clocks in the room but I felt it was short and verified by the fact that my mother got out of her massage (also 25 mins) several minutes after I was done and in the waiting area. Further, when we got to the oasis section there was a clock there and I confirmed barely 25 minutes had passed. So that was disappointing.

Also, the fact that you have to pay an extra $35 to use the saunas and hot tubs seems excessive. Many upscale spas, like the Pillar and Post in Niagara on the Lake, usually include the use of the facilities with your paid services. I will say it was a nice, relaxing experience in the indoor and outdoor hot tubs (and a cold 'plunge pool') and the saunas. The 'thermal pools' basically are three outdoor hot tubs; one kept hot, one is warm and the third is cold.

We spent about 20 minutes before our appts and about 1.5 hour after our services, using the Oasis area. They also give you nice robes and slippers to use on your visit and provide tea and water. The change rooms are clean, and provide lockers, but are quite small.

But the exorbitant cost when we saw the bill put a damper on our experience. My 25 minute massage (which was closer to 20 mins) cost $93. And they add on the ridiculous 'local fee' which amounted to about 8%(they don't tell you about it when you book and receive the email confirmation) and of course the HST. We asked if we could have the fee removed and they said they could not. When we asked at local restaurants if they could remove the fee, they did so without hesitation. I have seen several news investigations about this 'Niagara tourist fee' and they advised you ask to have it removed. If you are travelling here you should do the same. Most businesses will remove it. This spa was an exception.

I would not recommend this spa mainly due to the exorbitant fees and bogus extra charges and we are unlikely to...

I came here for a girls spa weekend with a couple friends, booked off work for it, was so excited but beyond extremely disappointed. I decided to go all out and they sold me on the $225 (before tax and tourist tax and whatever other tax) Esthe lift facial + full body massage service for 90 minutes and included the thermal pool access. Total was over $260. Service was scheduled for 11am, I was there 15 minutes early to pay and fill out the form. Was taken to the waiting area and had the form finished by 10:55, but wasnt brought in until almost 11:15 - my friend booked the same package as me for the same time and she was in a couple minutes before 11. I thought, it's fine, she's a bit behind but I will still get my full time. When I went in, the lady providing the treatment asked me what my focus area was, I told her my upper back and neck, and I prefer pretty firm pressure. She tells me she will focus on that area and the massage will be full body including arms, hands, feet and scalp - sounded great. So my "massage" was basically just her rubbing oil on my back and chest for 15 minutes. Didn't touch my arms, hands, feet or scalp like she said. She begins the facial which again for the majority just felt like rubbing different creams on my face then wiping it off for 30 mins. Then she does the mask part of the facial and tells me that will stay on for 20 minutes and she leaves - why not massage my hands or feet or scalp in that 20 minutes like you said you would? So comes back, wipes the mask off (but leaves some on the side of my face and in my hair) and tells me all done! I check my phone when I leave, it's 12:20. I go to the change room and start calling my friend assuming she was done before me, but she didn't finish until 10 minutes later. And she told me she got the full hand feet scalp massage, and her girl didn't leave the room for the 20 minutes the mask was on. So I complain, tell them she didn't do half the things she said and I didn't get the full 90 minutes. They were quite defensive, saying all their service providers are trained and have high reviews. They reluctantly refund me $20. I paid cash so I have to wait for her to get change. 15 minutes later she comes back with change and gives me 2 $5 bills and then $10 in quarters.... she gave me 40 quarters. Then on top of it all our relaxing thermal pool time had 3 teenage boys yelling, taking Snapchats, FaceTiming their friends. Huge waste of a trip and money. And was pissed off the whole rest of the day. And clearly...