Spa At Serenbe — Local services in Chattahoochee Hills

Disappointed. Me and 2 of my friends all got the exact same package plus the scalp wild lime massage enhancement added for an additional $25. While I thought the woman who did my massage was amazing, I don’t think it was at all worth it to pay $25 extra for the scalp massage. She massaged my scalp for less than 5 minutes, nothing about that was worth additional money. I’ve gotten a fair amount of full body massages before and messaging my scalp a little is pretty typical for them to include. It would have been one thing if it had been for at least 10 minute added onto the 60 minutes, making it 70 minutes total, but it was definitely less than 5, you shouldn’t have to pay extra for that. Also maybe I’m crazy, but on the website it says it’s a “wild lime scalp massage” I think it’s pretty safe to assume I’d smell some sort of lime fragrance during it and my hair would smell like it after? That definitely wasn’t the case. Also, one of my friends said she didn’t get her scalp massaged at all. When we asked about the scalp massage, one of the staff members was kind of rude about the whole thing and it just put a bad taste in my mouth.

Additionally my one friend said they didn’t massage her legs at all…this is supposed to be a full body massage…typically your legs get massaged a little as well. That’s just standard.

At the end as we went to leave/pay they charged me and one of my friends the correct price and somehow charged my other friend a for the massage and sauna separately, even though it was supposed to be part of the package that all 3 of us got. I don’t understand how this even happened considering we all got the exact same package. Overall it was a bit disorganized and kind of a weird experience, I probably...

Have you ever left a place and immediately knew you had to leave a review? I just stepped out of this wonderfully relaxing establishment with a whole attitude.

My massage with Astaria was great. She is great at what she does and has amazing aura.

Emily at the front desk ruined what would have been a five star experience. Astaria let me know that I can change into a robe and slippers and go experience the sauna - mind you my massage ended at 5 o’clock on the dot. As I come out of the room Emily informed me that they close at 5 o’clock and the masseuse was not aware although the hours state that they close at 6 o’clock. I should’ve had at least 45 minutes to enjoy the amenities after my massage. I go back into the room and change into my clothes and proceed to ask Emily about the hours and she lets me know it depends on how many people are booked because sometimes they close early.

As a business owner myself with a brick and mortar - having business hours means that I am open during those hours no matter who is coming or going.

I also believe in having amazing customer service, if you are hiring staff, it is very important to have people in place to be amazing. After now reading through the reviews. There are many complaints on this receptionist and she completely ruined my experience.

She did let me know. I could come back tomorrow or another day to experience the sauna but that doesn’t make sense to me when I just spent $200 on a massage TODAY. I want to continue to decompress after my massage.

Emily was also a very condescending in our conversation and extremely dismissive and I really hope that you guys address this. I definitely...

TLDR: overpriced for the experience you get, especially in regards to customer service

I visited the Spa at Serenbe with my friend as she gifted me an experience for my wedding. I arrived 30 minutes prior to my appointment and the receptionist, Journey at old me to wait at the couches across from reception desk.

After my service, my friend found me and asked why I was at the front and not in a robe. I was never shown around, told about robes, or the amenities during the 35 minute wait between arrival and my massage. It’s confusing how this happened as the receptionist could clearly see me waiting the entire time. A customer later asked me why I had been sitting in the front lobby area for so long. It says a lot when customers notice these things and feel they need to help rather than the staff.

However, I’m most disappointed with the response received upon checkout. During checkout, Journey asked how things went and my friend explained she was upset that unlike other customers, I wasn’t shown around and able to take full advantage of the experience and some issues around massage timing. Journey’s ‘I’m sorry that was your experience’ seemed empty as she was clicking scrolling on her computer the whole time. There was no mention of resolving this or how she could make things better. The follow up to her ‘sorry’ was the cost and if/how much gratuity we wanted to add.

The lack of customer service paired with my masseuse being 5 minutes late and ending 5 minutes early leaves a really bad taste in my mouth. While this was a gift to me, after this experience it is not one I (and I can confidently say my friend as well) would give to...