Damara Day Spa Fallsview Casino Resort — Local services in Niagara Falls

PLEASE READ: GO TO ANOTHER SPA: If you don't want to read the full experience below, then in short:

Children in Adult Relaxation Areas: -Inquired about children after hearing voices upon arrival, and was assured they were confined to a separate area. -Found three children playing noisily in the jacuzzi, disrupting the atmosphere. -Misleading information from the front desk, and lack of supervision for children.

Massage Service Issues: -Male Massage Therapist set up the room in my presence, which was unprofessional. -Room was VERY cold and uncomfortable. -No hot towel available despite request, with a the RMT replying with a “it is a busy day” response. -Hygiene concerns, as the massage table headrest was placed on the VERY dirty floor -Massage did not meet advertised “deep tissue” standards.

Poor Customer Service: -Dismissive response at the front desk when raising concerns, including comments like “We cannot control the work RMTs do.”

FULL EXPERIENCE STORY: Unfortunately, my recent experience at the Niagara Falls location on Saturday, December 28th, fell far short of expectations.

As someone who is a regular spa-goer, I chose this facility hoping for an environment of relaxation and tranquility. Sadly, our visit was marred by many missteps that left my mother, sister, and me feeling disappointed and misled.

First, we specifically inquired about children in the adult relaxation areas after hearing children’s voices upon arrival. The front desk staff assured us that children were confined to a separate area and would not disrupt the atmosphere. Trusting this, we proceeded with our booking. However, upon entering, we were greeted by three children noisily playing in the jacuzzi, completely shattering the serene environment we were expecting.

To make matters worse, it’s my understanding that children under 12 must be supervised by someone at least 16 years old in spa facilities. Whether or not this is a law in Niagara, the lack of supervision (their guardians were enjoying other amenities or getting massages) and the misleading information we were given were deeply disappointing. Why did female receptionist lie?

Additional Issues Experienced:

-Atmosphere Disruption: The lounge area, meant for relaxation, was frequently disrupted by staff retrieving refreshments and loud conversations between therapists and clients.

Massage Service Concerns:

-The room setup was unprofessional, as the therapist prepared the space in my presence.

-The room was very cold, which compromised comfort. When I requested a hot towel, I was brusquely told, “It’s a busy day,” with no apology or accommodation.

-Hygiene was questionable, as the headrest of the massage table was placed on the floor.

-The massage itself didn’t meet the advertised “deep tissue” standard, requiring constant adjustments, and my mother shared similar dissatisfaction.

When we raised these issues at the front desk, the response was dismissive and lacked accountability. The female staff/receptionist even remarked, “We cannot control the work RMTs do.” We weren’t looking for compensation but simply acknowledgment, empathy, and perhaps an offer to rebook with a different therapist.

Positives Worth Mentioning:

-The young man at the front desk was professional and hospitable, even while being interrupted by a dismissive colleague (she was highly annoying).

-My sister loved her non-RMT massage with a therapist named Nella. She shared that Nella was attentive, started with a hot towel, and provided helpful tips and insights. I hope Nella received the tip my sister left for her! If you are going to go, ask for Nella.

Following our disappointing visit, I took the step of sending out 3 emails: One to the founder directly to express these concerns. one to the Spa and another to the Niagara Region. I sincerely hope to receive a reply and see steps taken to rectify the...

This is a good case for Better Business Bureau.

I used to be a client on monthly bases with my daughter as we always go together. For almost 10 years. Zero concerns extremely satisfy with every step under Cassino managements.

After covid new management came on board. June 2023 after expensive service we were promised complementary use of facilities at our convenience; due to emergency. January 6,2024 steam room was not working; again we were promised to come another day to use facilities without any time restrictions.

On February 17,2024 we came to use at least one of our promised use of facilities.The front desk lady-Minu/ Manu/ Nancy as she introduced, not only was extremely unpleasant with her language but told us if we want to use facilities we need to pay for service. Although seconds ago she said that it’s long weekend and they are busy. Some contradictions. Her voice was very loud and demanding her hands were ready to fight. She was screaming and talk to a customer in such a disrespectful manner. We wanted to talk to manager and she said she will call manager so we can solve the situation.

Guess who came to Damara Spa ? - Security. Not Manager. So don’t be surprise if you want to solve the concerns. Security will come. I was coming for more then 9 years before new management. No problem. No issues. We were told that there is many complaints about that new management actually mostly toward front desk. I wish we can talk to manager or business owner.

After I decided to spent some time reading the others review. I was shocked….. Around February 19,2024 the owner responded to another person “..Unfortunately the steam room has been not been operational for LONG TIME….” At the same time there is a review from Steven “… I was able to try out sauna, steam room… “. How Steven was able to use steam room if according to Owner steam room room was not been operational. And still doesn’t work. Was Steven using the same Spa or was it a fake review ???

Looks they have problem with RMT after reading different reviews. —“ …that got weird when it came time to get an RMT receipt. I was given no receipt at first, hen incorrect receipts/missing RMT info…”.

—“… the kicker is they doesn’t always use an RMT!!! Probably to cut costs…”

This is a scary one “… The front desk lady she tried to offer to give me a free product if I brought 1 product. She told me not to tell anyone.She told me that the manager is asking her staff and families to post fake 5 star reviews, I felt very uncomfortable listening it this….”

If there will be an option I will give minus 5 stars for stress and wasting my time and money on Damara Spa.

if you want to avoid problems —avoid Damara Spa.

All te...

SPA GOERS BEWARE I had the most horrific experience at this spa on Monday. My mother and I had massages booked at the newly re-opened spa in Fallsview Casino Resort. We had a lovely experience with our therapists Allan and Kayla. Here's where it went down hill when we tried to ask about the amenities... Upon booking we were not informed the whirlpool and steam room were broken.

The owner Minu beware of this woman she is horrible at customer service and ruined our spa day. She came to check the whirlpool firstly to tell me the temperature is supposed to be cold for a whirlpool. She then proceeds to tell me that she is not responsible for the temperature and that maintenance is in charge of it. After waiting 15 mins with no word my mother and I decided to leave. While at the checkout counter, I asked the receptionist if i could speak to the manager/ owner. I waited 45 mins for her to arrive as she was on a personal call to avoid me. She came out screaming at me. I could not believe it that a person could speak to a customer in such a disrespectful manner. She told me she would not offer me any discounts and continued to scream at me and threatened to call security on me all while i was speaking to her in a calm voice, the staff there can definitely attest to this. We were all shocked by her behaviour she then charged my credit card on file without my authorization!!!

I told her repeatedly I expected to have a full service spa experience, I expect the amenities to be in order and if they are not in order then i should have been notified prior to my services. It was unfortunate that she forcefully charged my credit card and printed my receipt I did not even have the opportunity to tip our massage therapists. Hopefully they find better employment somewhere else because this owner was a complete nightmare! Minu definitely has zero customer service experience and does not know how to handle customer relations and should not be a business owner. Hopefully Fallsview Casino Resort replaces her and her business as soon as possible.

As a person who spends thousands of dollars at Fallsview Casino Resort I was appalled by this woman's terrible customer service. If you want a relaxing full service Spa experience go somewhere else like Pillar and Post and stay far away from Damara Day Spa Fallsview Casino. If you are a long term Fallsview member like myself you remember the better days of the Spa pre-covid shut down. Hopefully Damara Day Spa will be removed sooner than later if not at least Minu will be replaced with someone who has the skills and respect to know how to speak...