Ascend Fitness and Spa — Local services in Cleveland

From the website this appears to be a nice facility, but they appear to lack in customer service. About seven weeks ago, I was unable to book a sauna session online, so I reached out for assistance. After several back and forth emails I just gave up. Despite my initial encounter, on Tue. 12/03, I submitted a request for a tour of the gym. The confirmation message stated I would receive a response within 48 hours. It is now Sat. 12/14 and I have not received a response. It makes me wonder what their service is like once you’re already a member, if this is how they treat new customers.

Update: the owner responded to my review shortly after it was posted, and I reached out to her via email. She connected me with the General Manager, and I scheduled a tour of the fitness center with her. Both ladies were very kind and responsive. I greatly appreciate their assistance, but it is apparent that without this review, I doubt I would have received a response to my tour inquiry. The Spa Manager did not appear to be very welcoming, and seemed a bit impatient, so I still have the same customer service concerns (but the ladies in the spa were very warm and inviting). Though, as many others have commented, it is a very clean facility. Which is honestly a huge part in why I have continued to look into the facility, because the lack of cleanliness at my current gym has really impacted my desire to continue attending. However, I am a bit concerned that overlooking the overall customer service experience may come back to haunt me.

My worry about my decision grew with my parking garage (Memorial Plaza Garage) experience. This is apparently not a reflection of Ascend, but it is still relevant as having a place to park is necessary to utilize the gym. Parking is free via validation from the fitness center (for a max of two hours). I was advised that the tickets were not accepted at the elevator, and only at the exit, so to my knowledge I was at the correct place. I was in the left of the two exit lanes and my ticket continued to be rejected when I entered it, and I received a “ticket is unusable (or similar verbiage)” message from the machine. The ticket was not damaged in any way, it was not bent, and I only been there for no more than an hour. I tried to ensure that it was as straight as possible, I wiped the fingerprints off of the black bar, but I never had success. I was entering the correct end of the ticket, and the correct side was facing up. There were no attendants at either booth, so I pressed the silver/gray button for assistance a few times but did not initially receive a response. I made a few more attempts, but then gave up. I was going to just bite the bullet and pay, so I selected Lost Ticket, but refused after the price of $50.00 was displayed. I doubted that she could help, but I was about to attempt to reach the General Manager by phone, when someone finally spoke through the speaker. I explained my issue, and they told me to ask for help, but I advised that no one was out there. He told me to honk, but no one came out to assist me, so he told me to give him a few minutes and he would send someone over. I felt terrible because I was blocking one of two exit lanes, in a very populated garage. Fortunately, since I was at the first lane, cars could see my hazards and proceed to the next lane. I’d say about 3-5 minutes went by give or take, and a woman came out and lifted the gate.

Overall, I’m very nervous as to how this year will pan out with my membership. I admittedly feel a bit foolish for still starting a membership, despite the overall customer service experience (excluding the GM and owner). And my parking experience worsened my fears. I really like the condition of the gym, so I truly hope...

I received my first service at the Spa at Ascend and I was very impressed! I had high expectations because it is part of the fitness center which I have been to many times and is really large, clean, and modern, and the spa reflected the same high quality. The decor was very modern and allowed for a refreshing and relaxing environment. I had a massage, and the massage therapist was very knowledgeable and took time before we even started to ask about my preferences and even my goal for the appointment which I thought was a nice touch. Sometimes massages can be awkward but I felt really comfortable and like they really cared that I got the most out of my massage. I didn't really utilize the locker rooms much this time, but have before when using the fitness center and they are by far the nicest spa/fitness center locker rooms I've seen. There are tons of lockers and all the amenities you might need, combs, makeup remover wipes, spray deodorant, towels, shampoo, conditioner, and body wash. The showers are nice, fully enclosed glass showers, not just a curtain which is super convenient. They gave me a really comfy robe and some sandals in case I wanted to utilize the sauna or showers. Overall it was a great experience, and I would definitely go back and give some of the other...

Ascend Fitness & Spa is conveniently located on the 3rd floor at the Cleveland Marriott Downtown at Key Tower. Walking access is quickest from the 100 St. Clair entrance. Walk in, go straight to the elevator, and up to the 3rd floor. Parking is complimentary at the Memorial Plaza Garage (300 St Clair Ave NE, Cleveland, OH 44113), just ask for validation at the end of your spa appt. The underground garage is attached to the Marriott. The gym is well equipped with professional trainers and a beautiful retail area for health, wellness, and spa products.

Quarma is a wonderful hair stylist; she is bringing my hair back to life! Curly hair is challenging, but she nailed it! Can't recommend the spa more - infrared sauna, terrific massage therapists, steam room,...