Heavenly Spa by Westin Doha — Local services in Doha

I recently purchased a gift card for my mother and booked a spa treatment for her at Heavenly Spa by Westin Doha. Unfortunately, our experience at the reception was far from “heavenly.”

When we arrived, my mother realized she had forgotten to bring the physical gift card. I explained the situation to the supervisor at the counter, Koekie, and provided the invoice as proof of purchase. However, she insisted that we must present the actual card and refused to honor the booking, even though we had already made the trip. Instead of trying to assist us, she kept repeating that nothing could be done and insisted we had to rebook for another day.

Then, she asked for a picture of the gift card. When I provided it, she abruptly changed her stance again, claiming that the physical card was still required because I might try to use it a second time—essentially accusing me of attempting to scam the spa! This was completely unnecessary and unprofessional, as their system should clearly show whether a gift card has been used. The entire ordeal felt like an attempt to make things difficult rather than to help a customer.

In the end, after unnecessary back and forth, we were finally allowed to proceed with the service. However, the stressful encounter completely ruined what was supposed to be a relaxing experience. A luxury spa should provide a seamless and welcoming experience, but Koekie’s attitude was dismissive and unprofessional.

That being said, the actual spa service was perfect—the therapists were skilled, and the facilities were excellent. However, the front desk experience left a negative impression, and I hope management takes steps to ensure that customer service reflects the high standards of...

The massage therapist , Alma, gave a great relaxing massage. The massage room was beautifully decorated. I appreciated the ginger tea offered at the end of the session. However, the three star rating is based on a a few things. 1. The walls are not sound proof. I was able to hear the massage therapist in the next room. Throughout my 90 minute massage I kept hearing slamming of doors, lockers from the locker room, and at one point someone talking on their phone outside the room. 2. The music playing in the background was on loop. I’ve pretty much memorized the melody 20 minutes into my session. 3. Despite the massage room being a decent size with a huge bathtub and shower, there was no place to change. I was given a locker in the locker room to keep my stuff. Once I took the bathrobe out of the locker I had the choice of going into a toilet stall or a shower to change. It was uncomfortable. It would make sense to just change in the massage room. 4. In every other massage place I’ve been to, I was asked how the massage was. No one even acknowledged me when I left. I’m not sure I can say this was a...

Despite the price increase, the quality of service has plummeted. The steam room is regularly out of service, yet instead of resolving these issues, the spa chooses to put unqualified staff like Maureen (who was previously only responsible for cleaning) at the front desk. It’s baffling that a place that prides itself on offering a “relaxing” experience continues to fail in the most basic areas. Loyal members deserve much better than this level of incompetence and neglect.

Under Qatar’s Consumer Protection Law No. 8 of 2008, which mandates that businesses provide accurate and truthful information about services, this spa is failing to uphold basic standards of transparency and customer care. The ongoing misrepresentation of available services, such as the unreliable steam room, could be considered a violation of these legal protections. I strongly urge management to address these concerns and consider the legal implications of their continued...