Zen Spa Fenwick — Local services in Bethany Beach

Quick summary: massage from Cesar was incredible, facial from Valerie was too notch, but front desk needs training in customer service. Just from our experience with the front desk I’d be hesitant to recommend. However services were great.

Massage: Cesar was the absolute BEST. Asked great questions up front, gave me a personalized massage, checked in the perfect amount and overall a welcoming presence and incredible masseuse. Highly recommend him!!

Facial: Valerie is a true pleasure. Has great experience in the field and it shows. Gives personalized recommendations that make sense. The treatment was 10/10 and my face is feeling/looking amazing. I left glowing and knowing more about how to treat my specific skin type. So relaxing and rejuvenating!!

Front desk: Extremely rude and honestly immature. As paying customers (and it’s not cheap) I expect basic customer service at a minimum. My mom was on the phone and instead of being simply asked to go outside (understandable) she was given extreme sass when telling her “she must take it outside cause this is a spa” then bad mouthed at the front desk for the next 10+ minutes. My mom was happy to step outside, simply did not realize she was causing a disturbance since when she took the call it was only her, myself and my sister in the waiting room. Totally understand the ask, but in a customer service role this is not the way to treat a customer. Especially when there are three of us about to spend $400 ish each and my mom had no resistance/issue with the ask. A simple issue that could have been easily handled, but instead created a problem and terrible start to our experience. We all (three of us) went into our facials/massages a little heated by how we were treated. Luckily our service providers were way better than the staff at the front desk and helped us relax. When leaving, we were given little/no eye contact or just common courtesy. They are very obviously rude still. Not sure if it was from our situation or if they are just unhappy people. This is a spa so you’d expect to feel welcomed, not treated like an inconvenience. Recommend training or...

I did the Ginger Renewal Body Treatment. Please be advised that there is NO shower at the facility. The massage therapist uses warm wet towels/cloths to wipe the exfoliating scrub from your body. This approach does not remove all of the exfoliant, which leads to discomfort during the massage part of this treatment. Additionally, the renewal session was conducted as follows: 1) exfoliate back part of body, wipe down to remove exfoliant, then back-neck-shoulder massage for back part of body; 2) turn over and exfoliate front part of body, same wipe down, then the massage on front; 3) cocoon wrap and head massage as described on the website. The problem with this running order is that the massage portions are not as relaxing since they are broken up during the session. I gave this feedback constructively to the desk attendant when I went to pay for the service. Rather than simply taking on-board my comments, she tried to justify explaining that no other spa in the Delmarva area had a shower and that showering after exfoliation was a practice used by spas in the North. I continued by pointing out that at the very least, the spa should indicate this on the website in the service menu description so that clients are informed before booking. She said that she would give the massage therapist the feedback. I am at a loss on how the massage therapist can change anything in that regard. Lastly, I wanted to pay with my American Express card, the card I used to book the reservation. She told me that they didn't accept AmEx. I indicated that I didn’t think it was normal to accept one card for reservation and not for payment. She said that they were meaning to change this on the reservation site. To date, the reservation site still has my AmEx info and I can still book appointments with it. The desk attendant was belligerent and borderline aggressive. For the price paid, I was expecting a different experience and a premium service – as I had gotten...

Upon arriving the entrance was welcoming and relaxing. Arrived 15 minutes early as suggested for a 90 min service - first time at this spa and brought a friend to have a 90 minute as well. Was taken back a few minutes after my appointment start - and the provider suggested switching the facial. I am not versed on their menu but said as long as the same pricing I was fine. What she left out was that it was a 60 minute instead of a 90 minute. So the facial itself after being taken back a few minutes late - the undressing / redressing about 50 minutes. I really did like the person that provided the facial and the time I had was nice - relaxing. However I was disappointed that I was not made aware of the time difference and stuck waiting in the waiting room - waiting on my friend as she had her whole 90 minute massage. My reservation and payment receipt - both reflected 90 minute service - so I thought it was a billing error. $195 for 60 minute facial. Before writing this review I reached out - requesting to be credited for the 30 minutes. They responded and dismissed my request as it was my miss-understanding. I told them I would be sharing my experience through a review. They reached out again to have a group discussion about this before I submit my review. I feel that was insult to injury - it should have just been taken care of- as it was obvious I was not made aware of the time difference. It is a clients right to review and should not be intimidated or repressed. It could have been resolved quickly by a 30 minute credit - as I was not upset with the actual time I had - it was the change they made "for my benefit" that resulted in 2/3 of the service I thought I was getting - as that part was left out. No one memorizes someones menu or pricing especially when they are already in the room. We will not be returning - but if that had experience had not happened - we would have...