Mokara Salon & Spa — Local services in Dallas

NO REFUNDS ON PRODUCTS Weeks ago, I visited the Mokara spa upstairs after treating a friend to brunch that Sunday at Texas Spice. I'd heard that the spa carried the Eminence skin care brand, which has an organic face moisturizer with spf and is hard to find. I needed it because I was flying to Mexico the next week and was out of facial sunscreen. I bought the sunscreen in a rush, because I had 3 friends that took this detour with me this day. I quickly glanced at the ingredients to make sure that they were organic, bought my product and went on my merry way. I wasn't verbally told that there were no refunds at the time of checkout neither was there any signage, or details of no refunds on my receipt. If this was communicated at the time of purchase, I would have taken more time to make this 80 dollar purchase, but unfortunately it wasn't.

When I got home, I read the box in detail and found that there were ingredients that my sensitive skin may have a reaction to, so I decided to take it back during my lunch that same week. My friend and I walked back to Mokara that same week, because I work downtown, so I'm close to the Omni. When I went to return the product I was told that there were no returns by the manager, Irena. I didn't understand, because there is literally no place that I've frequented that does not allow one to return a product that does not have it blatantly displayed, stated on the receipt, or at least told verbally before the purchase is made, especially unopened. After many minutes of back and forth with Irena and no clarity brought about the no refund policy being displayed or communicated, I was told that the no refund policy was listed in a brochure on a table by the window behind a display that was never shown to me. I went downstairs to talk to the manager of the hotel. She only brought down Irena from the spa, who then stated to me that the reason for no return was because they could not tell if the product had been used. I responded over and over that I hadn't even taken the product out of the box to view it, and I had only looked at the ingredients on the outside box. The product was never opened. She offered no help, or aid for solution, no resolve.

I went home that day disappointed, frustrated with the feeling of being hoodwinked by a company that I came to trust in. My sister requested to actually see the product that I was so upset about because she had heard of the company recently from a sales rep. I opened the package and IT WAS SEALED!!! SEALED!!!! So there WAS a way to tell if the package had been opened or tampered with and the manager would've known this information because I didn't contest her statement. There was no way that I would've known that it was actually sealed. Either she knew that it was sealed and fed me a lie, or she didn't and doesn't know the products that she is selling and is communicating false information.

I am extremely disappointed in my experience. I don't like the way it was handled at all. Even the Forever 21 sales rep states as they checkout your purchase "that this purchase is non-refundable". Being an upscale spa at an upscale hotel, I expect better communication to be provided than a fast fashion chain. This is an opportunity to put clear communication protocols into place. I am certain the person communicating was doing her best and it just wasn't good enough. I definitely need a refund for my purchase, but none was offered, in fact it...

My bestie was given a weekend stay at the Omni as a gift from her daughter for her birthday. She had asked me to join her for a spa day at Mokara Spa, but when I went online and saw the price, I told her I could think of so many other things I'd like to do with the $500 charge. The evening before, I called her & asked if her other buddies were joining her and when she said no, I knew I had to go. I told her I'd just do the body wrap. I belong to another spa, much more reasonable. But I soon found out why the prices are higher - remember (in most cases) you get what you pay for. And she and I travel together a lot and have had fantastic spa services in Dubai, the Philippines, so why not here in my own backyard? I selected the Deep Ellum Body Treatment: Our signature body wrap is the one that gets the job done! Be ready for a night on the town by exfoliating the body with a revitalizing scrub. Then you will be cocooned in a restorative shea butter wrap to increase circulation, reduce water retention, and boost the skin's overall appearance. When my buddy & I entered the spa, we were warmly greeted and shown to the lounge area, where we were treated to cucumber slices for our under-eyes & snack bit and tea. After a few minutes of relaxing, we were ushered into separate rooms and I was introduced to my Masseuse, who explained what she would be doing and asked if I had any questions. It was a wonderful scrub, massage & wrap. After I was done, she walked me out and showed me the showers and told me to relax while I wait for my friend to finish. Yes, it is pricey compared to my neighborhood spa, but you are paying for the lovely view in the wonderfully comfortable lounge, the private showers and blow dryers, the small bottle of bubbly served with a champagne flute, the attentive staff and the luxurious products used. Most importantly the training and technique made my experience in November 2023 a very memorable one and I know I will return for another day...

So I appreciate the front. Very welcoming and clean space as you prep for your treatments and massage. Restrooms, sauna and locker rooms were spaced, smelled good and clean. However the relaxation room needed some slight attention. It would be helpful if it had a better event to it and someone attaining to it per half hour to wipe down tables and clean up some. Amy massage wasn’t the greatest unfortunately. Super nice guy but I actually had to ask if he was fairly new because it wasn’t a great massage and unfortunately a waste of time since we didn’t even get close to relaxing me or handling any knots. A massage is an opportunity for me to personally be in a place of relaxing and serenity. A chance for me to not worry, relax and just let go. Music was too loud and not spa like distracting me, his pressure was off and no focus on my neck like I needed and no oils were used. I just unfortunately felt as if I was in a massage school and wasted paid to help them instead of a relaxing therapeutic experience that I really needed. And the price was way too much for the experience I had. I do recommend that the hotel make a consideration to spend some attention here at this time. Great people just poor quality...