The Spa at Mandarin Oriental, Boston — Local services in Boston

tl;dr The spa has an unclear, inconsistently enforced policy about how early you can arrive for your appointment and use the steam room/spa (45 minutes only).

I've been to the Mandarin Oriental spa a few times (mostly because Boston doesn't have many options) and mostly enjoyed it. I wouldn't have said it was worth the very high prices except that they have a nice spa, steam room, and quiet room for lounging. I recently took a day off work after a personally really rough week and booked a massage. When I arrived (about 2 hours before my appointment) I was told that it was too early to check in and that the confirmation email said I could only check in 45 minutes before my treatment. When I said I had come early the other times I visited, I was told that it is sometimes possible to check in earlier on less busy days (this was a Monday afternoon, and I saw literally no one else using the spa once I was ultimately inside).

It was uncomfortable (I felt like I'd been chided and turned away), and so I just went outside and walked around. I almost just left and went home, but their services are really expensive and it was a lot of money for me (their cancellation policy, unlike their spa policy, is very clear!). At the same time, I felt incredibly stressed about returning.

Just to be sure (I'm generally very good at reading the fine print), I checked the confirmation email, which said, "We recommend that you arrive to The Spa 45 minutes prior to your first scheduled appointment." It didn't seem at all clear to me, based on that language, that you cannot arrive any earlier than 45 minutes before your treatment.

I emailed the spa the next day. They were somewhat apologetic and offered to have me back to use the spa facilities another time, but they again stressed their 45 minute policy. Since the only reason to go to a spa is to relax, and because I now feel just stressed out and uncomfortable about it, I didn't even want to go back and didn't accept the offer. I encouraged them to clarify their policy, but I didn't get the impression that they would and so am...

I don't make it a practice to leave poor reviews but when I spend this much on a luxury service and am left this disappointed, I think it's worth it to warn more than only my friends. The stars are for the incredible massage therapist who was truly talented and really one of the finest professionals I've ever been to. It was a first class massage. The front desk staff were excellent. The issue is that for what you spend at this spa you are promised more than just a treatment. You are promised a relaxing spa experience. But it's not relaxing if the locker area is packed, if the relaxation area is over full and there aren't enough reclining chairs and you are told you can sit in the "pool area" to wait for your service. (It's not a pool. It's the shower area/jacuzzi space and although it's nice, it's not meant to be the area where you wait for your service). There are plenty of places in Boston and the surrounding suburbs where you can get a first class massage or facial but that's not why people come to the Mandarin Oriental. I paid almost half the price of a standard massage in parking alone. I'm ok with that. I'm not ok with not getting the experience that I expected. I couldn't even dry my hair because there were too many other people in the tight locker space with me. That would be fine normally, but not for what I expected and what I paid. The massage therapist, the front desk staff all 5 star. Whoever nickel and dimed the schedule and decided it would be ok to pack guests in like that...

I am all about amazing experiences! And unfortunately there is no guarantee everything I partake in, will be just that! However, the Spa at Mandarin Oriental in Boston nails it, every dang time!!! 🥳They never disappoint!!! Their attention to detail, as well as their warm and inviting atmosphere, cocoons you like a snuggly blanket! I’m going to leave a little bit of a mystery, only because I feel you have to experience it to truly get what I mean! I book my appts with Lisa the amazing 🤩, way in advance, because no one cancels their appt at the Mandarin! A massage is difficult to score! I go in tense, but glide out feeling like I’m on cloud nine!! I sometimes feel I should have a bodyguard so I don’t fall flat on my face. Lisa has magic hands!

To be fair your experience starts when u first walk in! Whether greeted by Martha’s warm inviting smile, or any of the other gals at the check in desk, you will feel the LOVE! And from there it just gets better! After check in is the part you have to fill in on your own, what...