The Spa at Château Élan — Local services in Braselton

So, my husband bought me a certificate for the CE Heritage Massage for Christmas (knowing I would never spend $375 on it myself, which btw did cover all taxes, gratuities and use of the amenities for as long as I wanted, will get into those). I read a lot of reviews beforehand because I had never been to a day spa and wasn't sure what to expect, so this is probably gonna be long but hopefully will help someone in a similar situation.

When I arrived, the parking was pretty terrible. It was a Saturday late morning and very crowded. A sign said valet on request, but I didn't see anyone around so I parked up the road in the bigger lot and had a brisk little walk. Checked in and was directed downstairs to another counter where I was given a robe and rubber slide sandals and a quick tour.

Central to pretty much everything is the women's locker room. It's really big and there are changing rooms and private showers if you don't feel comfortable just taking it all off right there. I stowed my things in an empty locker (setting the code was super easy and I had no issues but be sure to memorize your locker #!) and put on a bathing suit. Clothing is optional under the robe but if you want to get in the whirlpool or saltwater pool, they are unisex and nobody was naked in them in case you were wondering.

The sauna and steam room are located inside the locker room so women only (I assume it's the same on the men's side). I loved the steam room although it smelled a bit funky to me and more like sweat than eucalyptus, it was super relaxing. Was not a huge fan of the sauna, nothing wrong with it, just not for me... the feeling of being trapped in an oven was a bit much. I did the saltwater pool first and regretted it because I had a wet bathing suit on under my robe the rest of the time afterwards. It was nice though, perfect temperature.

There is a room to go to when it's about 10 min before any scheduled services, so I traded the swimsuit for undies and headed there to wait on my masseuse. She was right on time, and I really wish I knew her name because she gave me the best massage I've ever had. Pressure was perfect without even having to ask and I loved the hot stones. Felt like a new woman afterwards. After my massage, instead of popping back out blinking into the bright sun, she took me to the quiet room. Which is a dim room with super comfy chaise lounges, perfect temp and very quiet. Couldn't stay there long or I'd have been asleep.

There is a snack bar mentioned on the website but don't get too excited about it because it consist of a basket of apples and oranges... however some nice cool cucumber lemon water to stay hydrated is there and coffee and tea are also available.

I honestly think I would hugely benefit from this being a regular experience if it were in my budget (which alas it is not). It was a lovely experience and I highly...

I was given a giftcard for Mother’s Day for a massage. I scheduled my appointment and gave all giftcard information at the time. I got to the spa and had hoped to enjoy some of the other amenities during my time there. I was told where to come sit a few minutes before my spa treatment. I promptly was waiting only to never be called back for my massage. After waiting about 20 minutes I finally went and asked if I had mixed up my appt time or what to expect. I was told my masseuse was stuck in traffic and they were so sorry I should’ve been told sooner. I unfortunately had another appointment and was tight for time but they were able to get me in. I had hoped to enjoy a few of the other spa amenities such as the sauna or pool for a few minutes but instead sat in a chair waiting for my appointment because no one communicated to me the issue. Upon checking out I explained my disappointment that I didn’t get to enjoy as much of the spa as I had hoped but did enjoy my massage. The lady at the front desk offered to take care of the face mask option I had added to my massage as an apology. Which I appreciated. This brining the remaining total I was to pay $9 after my giftcard. Much to my shock I was charged $259. I called back to the spa and they said they were sorry but before they realized I had a giftcard they charged the full amount to my card. Even though I presented the giftcard upon making my appointment and at checking out. They said the money would be credited back in 5-7 days. The next day I was charged an additional $65 to my account. When I called back to find out why they told me that was the difference in what I owed. I explained to them that I had been told my balance was $9 and I had now been charged over $300 in excess of that. The manager was completely unbothered by this and just like oh so sorry. Multiple errors of this magnitude are unacceptable by any business especially by a resort that is supposed to be of such high stature. They did offer to send me a voucher for another spa service after the first accounting error, which was a nice gesture. But it’s unacceptable to over charge without any authorization in excess of this much money and now I have to wait a week to get my money back. Something as simple better communication and paying attention before charging unauthorized amounts of money to people would go a long way. And at least pretending to care when your staff screws up multiple times on multiple levels...

I arrived 10–15 minutes early for my scheduled spa treatments and was warmly welcomed by one of the front desk associates, whose name I regrettably did not catch. I promptly provided my partner’s full name, under which the reservation was made, as well as my own. Unfortunately, the second receptionist repeatedly asked for my name—despite clearly viewing the appointment details on her screen. She then handed me a waiver form. When I mentioned that my partner and I had already completed it online, she curtly stated that the digital version was outdated. I complied and filled it out again, though the interaction felt unnecessarily terse.

Her demeanor was more interrogative than welcoming—an unsettling contrast to the level of service one would expect, especially considering our visit totaled over $1,000. After some back and forth, she finally acknowledged my name on the screen and remarked, “Oh, you're Tess,” in a tone that felt oddly dismissive. She proceeded to request my ID and credit card. When I explained that everything had been booked under my partner’s name, she informed me I would need to wait for him—though doing so would have caused me to miss the start of my treatment.

Notably, the moment she overheard his voice during a quick phone call, her tone shifted completely. She immediately told me I could proceed downstairs and said she would notify his massage therapist that he would be running alittle behind. The contrast in how I was treated before and after that call left me wondering why his voice seemed to carry more credibility than my presence at the front desk.

Thankfully, the experience improved significantly from there. Elle greeted me downstairs with warmth and professionalism, and every staff member I encountered afterward was equally courteous and attentive. I had nearly forgotten the awkward check-in until we returned to the desk to check out. A different receptionist—gracious and welcoming—asked if we were celebrating anything special. When my partner mentioned it was my birthday, she kindly presented me with a small gift bag.

While the spa facilities are somewhat dated, the service providers delivered a lovely experience. That said, I’m unlikely to return. The front desk team would benefit from additional training in guest relations and professional etiquette to ensure every visitor feels equally acknowledged and respected. First impressions matter—especially at a property that serves people from all...