The Spa at Eagle Mountain — Local services in Fountain Hills

I DONT EVEN KNOW WHERE TO BEGIN!! it’s so unfortunate that I was treated this way on my first time trying to attend this place. After I had read so many great reviews on Groupon. On March 18, 2020 I received a text message stating that my massage therapist scheduled to perform my massage on 3/22 at 1:00 p.m. was not going to be available due to childcare issues. I was then very upset! I completely understand issues arise & I am willing to work with situations like these. So I then decided to call the Scottsdale spa and holistic massage therapy at that moment & tried to figure something out. I spoke to Veronica and explained what the text message said about trying to reschedule my appointment for Saturday rather than a Sunday. I specifically told Veronica that I was unable to do Saturdays because I work a full time job. My only days off are Sundays. She then told me that her next weekend availability was not until April 19, 2020 and I got upset because it’s 2 months out from when I purchased this 187$ couples massage. So I had to ask Veronica if the therapist was completely gone for the day or just at my scheduled time. She then responded that the massage therapist was unavailable specifically for my scheduled appointment. I thought it was fishy that they didn’t have a secondary therapist able to cover since it was a couples massage. At that point I was very upset and took the April 19 appointment slot. The next day I called and asked if they could offer any other accommodations because it was an inconvenience cancellation. Veronica wasn’t very knowledgeable and wasn’t helpful at all, so I then asked to speak to management. Veronica then said no management was on the premises. I got a call during my work hours, so I received a text message saying someone had reached out to me but had no luck so I replied that I was off at 6:00 p.m. they replied saying I will get another call at 6:00 p.m. the so called “manager” called me and was extremely rude and unprofessional!!!! She began by asking me if I can go on Saturday 3/21 as there was an opening I then told her I couldn’t, that I wanted a re-compensation for them doing this to me. She said a couple was perhaps going to cancel but wasn’t sure so I could be put in that appointment time. I told her ok and continued to ask about a re-compensation for doing this last minute. She began to be rude!! I told the “manager” how upsetting this is for me because I scheduled this appointment time a month and a half ago. She cut me off and started talking over me. She wouldn’t listen to a word I said, she began to tell me that I had already gotten this offer at a very discounted price, that these services cost $300 and then proceeded to say that they were actually losing money by doing Groupon. With these exact words she ended the call “well I’m sorry this happened you go ahead and leave a bad review and contact Groupon yourself to get your money back” and hung the phone on me. It’s so unfortunate that this being my first time at this spa and this had to be my experience. This is the professionalism of this company.

If I really had to rate this place it’ll definitely...

Keeps unlicensed massage therapists in practice, as well as dangerous therapists, but treats therapists who had been loyal to them for years like garbage, taking clients off of their schedule to punish them for infractions that pale in comparison to what other therapists did who were kept around for months on end. It is poorly managed by people who have absolutely no idea what they are doing. Now many of the members who have been going there for years won't be able to be seen by their preferred reliable therapist because she finally couldn't take the disrespect and them lying on top of which, after fighting so hard she finally had to quit. This place is in violation or previously was in violation of so many laws. The previous therapist was going to give yet another chance to see if they improve, but now has no choice but to file reports with the state massage board. They also do not have anywhere near proper handicapped accessibility for their senior clients who really need it, and I am not sure that is legal for a spa either. Absolutely ridiculous all around. No effort to be honest and take the obviously needed suggestions to improve things. Because they would rather be funny, avoidant, and argue the truth instead of just facing it when a reliable and dependable therapist comes to them wanting to figure everything out. Avoid this place like the plague and cancel your membership if you have one. Rates will be going up soon, as quality continues to decline more and more. And they never hold onto good therapists for long because of their games, lies, and inability to market and keep just a couple of therapist's schedules full. Used to be very very busy under previous management. It's just a falling...

I had a truly disappointing experience at the Scottsdale Spa at the Inn at Eagle Mountain. My partner and I had booked a couples massage two months in advance and even prepaid for it. We left work early to make the appointment, only to receive a call just one hour before our scheduled time telling us they had to cancel because the therapists had gone home sick.

While I understand that sickness can happen, this was extremely frustrating given the circumstances. We had followed their strict 24-hour cancellation policy in the past when I was sick and were penalized with a fee when we needed to reschedule. Yet, when it was their fault this time, I was told we wouldn’t be charged. Of course, we shouldn’t be charged since they were the ones canceling.

What frustrated me even more was the lack of a proactive solution. They could have rebooked us and with a credit but there was nothing done to try to make things right. I was also promised a call from the GM to address the situation, but that never came. It’s clear that customer service is not a priority here. I’ll definitely be reconsidering where I book my future...