The Renaissance Spa — Local services in Bath (Berkeley Springs)

My wife and I were hoping to get away for a weekend of reconnecting. We were able to do so however it was over how poor our experience was at the Renaissance Spa. While our hotel stay and dinner at the country inn we would give 5 stars, the spa experience was a complete miss and would not recommend anyone here to this spa. Stay at the hotel sure, but schedule your services next door at the main and Roman bath houses. These staff had everything Renaissance did not; namely customer service, friendly positive demeanor and professionalism. 10/10 would recommend the state park operated spa services!

My candid review of Renaissance: We entered at the front desk and were shown back to the locker room. They did give us robes and offered flip flops, light spa music was playing but the locker room was small with limited area or privacy for changing. The shower was additionally not functional so unable to shower after services..

Next we were scheduled to start with a whirlpool bath; the attendant asked if we wanted to pay an additional $10 for salt and oil added to the bath. It would seem odd to try and upcharge us during our services rather than having that option at time of booking and prepaying for our services. We chose to try it anyways and were led to our private bath room. I was very displeased to find that the room was in poor condition, tiles cracked or missing and a hole in the side of the whirlpool surround pieced together with what looks like packing tape. As we were about to start we took notice to a hair floating. I left the room to ask the attendant for assistance and when she arrived she rebutted that it was previously cleaned . We were offered to switch baths but did not wish to make a fuss rather wanted to remove the hair and continue. They restarted the jets for us and we climbed in. After 5 minutes we noticed a clump of hair sticking to the side of the tub-yuck! Again we asked for assistance only to be rudely and defensively told it was our hair. In speaking with the manager we explained it could not have been as neither of us have short black hair. We were able to have a productive conversation with the manager but still felt uneasy about the experience thus far.

A staff member walking by (Anne) rudely interjected and stated “so you’re done then.” Her lack of customer service added additional discomfort to an already unhappy start. We were led by the manager to our next massage appointment, trying her best to lift the situation. While we waited in the quiet area the bath attendant traveled down and could be overheard speaking to staff about us as customers. Very poor taste as someone in the customer service industry. We were soon met by our masseuses where to our surprise the rude staff member (Anne) was assigned as one of the individuals in our couples massage. She brought negative energy in the room which made it hard to relax. She was irritable when asked questions and did not ask level of pressure preferred. In fact when I vocalized preference for firmer pressure she responded that it was not possible as a I was matched with a staff based on service preference. Interesting since I was not asked my preference…She was quick to hurry us along after the couples service. I did not feel heard by her and I feel as though I wasted my money. I left the appointments feeling unfulfilled and frustrated, more tense than when I entered. Please heed this warning. Save your money, and even more valuable than that, your time!

Thankfully I was able to end the trip well- Kelli and Heather at the Roman bath house were jovial, relaxed and just the pick me up we needed after a poor day previously. We then went over to the main bath house and were greeted by Leslie Jessie and Cheryl T all whom were playful and excellent professionals. You could tell they truly...

Very poor experience and would not recommend anyone here to this spa. My husband and I decided to get away for a weekend of relaxation and thought we would give this a try. We have previously tried the hotel Hershey spa and let me just say these two places are not even in the same league; save your money and go to Hershey it’s worth the wait.

We were greeted by two friendly ladies at the front desk and were shown back to the locker room. We were provided thin robes and flip flops which was on par with expectations. The locker room however was very small hardly any space for myself let alone others and no where to change privately. Two other ladies walked in as I was changing and as the door opens you can see in clear as day from the hallway that I’m disrobed.

After exiting we were shown to our whirlpool bath however I was very displeased to find that it was in poor operational condition. Tiles cracked and large hole in the side of the tub. As I was about to get I noticed a hair floating. I asked the individual attending to the whirlpools for a napkin or tissue to remove it trying not to make too much of an issue out of it. They restarted the jets for us and my husband and I climb into the cramped tub. 5 minutes later my husband I noticed a large collection of hair float up from the filter and stick to the side of the tub. Immediately grossed out we climbed out and asked for assistance only to be told it was our hair. Respectfully it was not- neither one of us have short black hair. Another staff walked past as I was sitting in the hallway and rudely stated aggressively that “they work hard to clean those whirlpools you know”. Shortly after I was approached by what seemed to be the manager and I appreciated her professionalism and attempt to rectify the situation with a solution focus mindset; unfortunately the lack of professionalism from her staff had already compounded the already not so relaxing experience. My husband and I were then taken to our massage only to find out that the aggressive unprofessional staff member was one of the masseuses and assigned to our couples massage. She refused to work on me did not ask if I had preference of male or female masseuse and would not make eye contact. When asked for clarification of instructions she was rude and short, clearly agitate or bothered by her customers. My husband asked several questions and her agitated response and tone would have appeared to make him feel uncomfortable for asking. She disregarded the areas of focus he asked her for and the the level of pressure he requested.

My massage was good I had Todd and really appreciated his positive energy. He was a breath of fresh air compared to the other individuals we interacted with. He paid close attention to my arthritis needs and did some great lymph drainage techniques.

Following the massage we were handed water and the unhappy staff member couldn’t seem to move us along faster. I ended the day with a facial which was a nice experience, Stephanie did a nice job explaining the process to me and added in a little extra massage for my legs, arms and head/neck.

Unfortunately the good parts were overshadowed by the initial poor experience and it would be very difficult to convince me otherwise no matter the discount or refund. Just save your expenses and...

Several months prior to our trip I called and made appointments for my myself and two of my girlfriends to have facials and messages. At the time the girl on the phone was somewhat unprofessional sounding but we managed to schedule what we wanted. She explained to me that we all could not have appointments at the same time but that one would have a facial while the others would have a massage. That was no problem for us as long as we were done near the same time. I was told the appointments were to begin at 1pm on Saturday. Before leaving for WV I called to confirm the appointments and she told me that about the staggered time again and gave told me which person was to get what at what time. We showed up at 12:45 to be told that our messages were for 12 and that we had missed them. The two girls at the front desk never made eye contact with us but made it a point to tell us that "the computer shows that the appointments were not changed". No one in our party said anything about the appointments being changed. We were just wanting to find a solution to the mix up and to find another time for messages. These girls were so unprofessional and rude!! They walked us back to a tiny locker room that had no room for the 3 of us let alone for the other ladies. There was no privacy so we disrobed with the other women opening and closing the door for the outside to see in. Then we came out and was offered a drink of water out of a paper cup and some melted Hersey kisses. As we were waiting I walked back to the front desk to make sure that we were not going to be charged for the package deal the girls at the front desk were talking in an unflattering manner because she did not see me coming down the hall. I told them to be more aware of who was around before they talk about customers. The facials were ok. Nothing to write home about. They lasted about 45 minutes. After we left we went into the state park facility just around the corner to see what was in the building. We were greeted by two lovely women who told us that they could get us and our spouses messages and baths for $50 in about 2 hours. Thrilled we picked up our husbands at the golf course and had a wonderful experience at that facility. It was rustic, unusual, and just what we expected for a town like Berkley Springs. Skip this place...I have been to many spa's and this one was low class with rude...