IMMERSE Spa — Local services in Detroit

So disappointed. I struggled with how to write this review since my previous experiences here (I've been a guest with a group of 2 or more over 5 times) have always been great! I bring people back when I can. I was so unbelievably disappointed with my last trip to MGM spa that a review is necessary for change. I booked 4 massaged for an occasion to have a little outing before my Mother-In-Laws double mastectomy the following Tuesday. Very emotional surprise for a very loved woman. I was clear a group of 4 and we wanted to spend time together before the big surgery. I was very excited as I always tell everyone what an amazing spa experience I've always have here. This place is an oasis in the city. It's like going on a vacation for the day. I've only passed on rave reviews. It started out in a bit of a panic. My mother in law had lost a $150 gift card we had gotten her. We surprised her the day-of and she was prepared and did not have the gift card on-hand. I called the spa just to see if they would have all this information on hand in records and they simply said no, unless I have the receipt and then we could request from card supplier. It worked out and she found her card, but know I know NEVER to buy such a large amount gift card that has zero traceability. We get to so and everything is great the massages are amazing per usual. The cold washcloths no longer are with cucumbers slices. No big deal. We grab some large chairs out by the pool and relax, read and order our food. Our food which was estimated 45-60 min was not there yet when we were ask to consolidate our 4 large chairs to 2. The chairs can sit 2, snuggle but it is still comfortable. We are told these large chairs are called cabanas. Not really definition of cabana, but ok. We co plain but oblige apparently they booked a party who booked 'cabanas.' I ask why I wasn't offered to book one as I would have splurged to do so. Only groups of 5 or more it is offered. I've been in a group of 5 and it was never offered to us. There are no signs for this either. We oblige and the 4 of us sit in 2 cabanas. Then about 10 minutes later the same woman realize she miscalculated or the party added on I'm not sure and now claimed she needed all the cabanas.... meanwhile our food in order not arrived. She offered us 1 cabana on other side of pool and 2 straight folding chairs. We complained and she said 'sorry these are contracted out you have to move.' We obliged, but were not happy about this and moved to 1 cabana (just a lounger for 2) and 2 straight chairs so they could set up for the party. We get our food about 45mi after we were asked to move. The entire time the cabanas reserved for these parties remained unoccupied. One woman from one party who witnessed this actually offered her cabana when she left for her 2 hour long pedicure. We have photos of the unoccupied cabanas. I wish the whole venue would have been twittered. It was unreal. We had 5 empty cabanas behind us and 5 empty cabanas on the other side of pool that were 'reserved' we are the rest of food and left to go shower and get ready. Meanwhile the entirety of about 2 hours these 10 cabanas remained unused. The manager gave us free day passes, but honestly that whole experience was horrible. We didn't let it ruin our memory of togetherness, but it sucked that the manager did that to our group. I will not be recommending with my glowing reviews anymore. Honestly with the right manager response it would never have gotten to an online h. She could have easily given us an hour heads up, she could have asked for one person in the group to give us the cabana for an hour until we received our late food, she could have offered to comp our food bill, she could have offered to add on a service. As I stated no where does it state the cabanas are rentable and not always...

Now I know two stars is a harsh review but let me tell you why...A five star hotel and spa creates high expectations and there was I time when they deserved a 5 star review from me. However, my last two experiences were not enjoyable and it’s quite frustrating after paying 300+ dollars for one visit.

1. it’s crowded. How can anyone relax when the locker room feels like the gym?

2. it’s loud. From the locker room to the pool side cabana , it’s LOUD. I don’t mind paying top dollar for the level of serenity Immerse Spa used to provide. Pool side in a bathrobe just chilling out to the white noise and completely detach from the outside world. Nope. The vibe is now like going to the beach and people were enjoying their party laughing, splashing, etc. The man next to me brought his scuba gear!! The ladies behind me had a whole book club meeting 😂 passing the wine and cackling. All this is great but not the culture I want at a SPA.

3. service was just okay. To be fair, all the service people to check you in from the time of booking to locker escort is flawless, kind, professional, and timely. The facility is a dream. But the service of massage and facial has always been just okay to me. When I asked the massage therapist to do light pressure she insulted me by insisting that her method is best. Unbelievable. I did not last 10 minutes in there...canceled the appointment. Facial for 185? Not worth it. Nothing stands out as a reason to justify getting the service again. And a healthy gratuity is INCLUDED so how will they ever know???

Bottom line:

Go to Immerse Spa to have a great time with a group of friends or family. Perfect travel feel without stepping foot on a plane. Fancy amenities will make your every need feel very catered.

Do not go to Immerse Spa if you are looking for a serene environment to zone out in a blanket of calm. If you are a spa goer who mainly wants a really good massage , you might be disappointed with it. Looking for a great facialist, look...

This was my 4th visit to this spa. My girlfriend and I went here recently for what we were hoping would be a relaxing and rejuvinating experience. Two days before our appointments I received a phone call informing me that the massages would be moved from the treatment rooms to a hotel room on the 4th floor in the middle of the hotel. Oddity No. 1. I decided to cancel the massages and keep the facials however I should have just cancelled the whole day. When we arrived, we were greated and taken to the locker rooms for changing. We walked through a hallway maze of construction equipment cases, building materials, and trades workers. Oddity No. 2. We decided we would try to wash away the bad first impression by drifiting off in the hot tub. There was so much film/scum surrounding the edge of the tub that I felt I would come out with some infection verse a relaxed look on the situation. Oddity No. 3. Then we proceeded to go to the pool to soak...it's salt water. Maybe it would help pull my toxic attitude about the spa out. Nope. The water was so cold that I didn't make it three steps into the pool. Oddity No. 4. I could go on and on about the services, outdated and unclean spaces, horrible food, the poor attitude we received upon leaving, and ultimately the lack of attention to detail but I won't waste you time. There were over a dozen "oddities" that made this a waste of a day and money. I'm truly disappointed in where this spa is today and hope the management realizes the short comings. This was once a really nice spa to spend the day at, I wonder when things started to decline. Either way, I definitely won't be back unless I get a phone call from a supervior explaining why the spa is being operated as it is today and what they are doing to correct...