Pure Spa Houston — Local services in Houston

Its very hard to give this rating bc this was the only good thing this Marriott Marquis had going for them in my book. I call in advance to cancel my reservation due to not feeling well. The person I spoke with was having some issues so she put me on hold. She never came back to the phone. I waited on the line until it finally hung up on me. Called back and no one ever picked up the phone. This happened multiple times on several occasions. Since I couldn't get in touch with them over the phone, I made sure to ask someone in person. They said to just speak with someone in the spa and it would be perfectly fine and I would not have been charged. Before I went to my room I went to the spa and they were busy so I turned around and went to my room. I then called the day of my appt and was told I would be charged the full amount. When I told her that I spoke to someone and what they said, she very smartly commented that its a 24hr cancelation and I would be charged anyway. I didn't argue. I just hung up the phone. This was for a birthday and I'm so highly disappointed not only with my treatment but the interaction that I had with them and just the overall experience. This was the worst experience I've ever had with a Marriott this size and the spa area. I spent a lot of money on 1 night and I'm left with an awful experience and a pool in the shape of Texas doesn't make up for it. I have yet to hear from a manager that I requested to speak with. Will update after that...

My friend had scheduled this massage 3 weeks in advance. She confirmed our appointment and massages the day before. When we arrived my friend was greeted by a male therapist. She previously asked for two female therapist. They stated there was no preference on the reservation. There absolutely was and seems that this would be something that you would want to confirm for the comfort of the guest. I switched with my friend as it wasn’t as much of a issue for me. However, they did not have me down for the massage I asked for. And turns out, plot twist, that the therapist that I originally had was the only person that could do the particular massage that I desired. So I declined the massage. It does not seem like this establishment has it together. I would expect more professionalism for the prices they charge. The only reason I gave a 2 is because the therapist were...

Unfortunately I had the displeasure of visiting the Pure Spa at Marriott Marquis Houston last Sunday for a 50 minute massage. Sadly it was the worst massage I have experienced. My palms were burned by the hot stones placed on my palms. Room temperature soaking towels were spread over my back, no special attention was placed to troubled areas and a robe was thrown at me during my massage. I have reached out to the Marriott hotel, the spa manager, and have spoken to claims. The spa manager was unapologetic stating that masseuse has never had an issue, and became angry and paranoid that I had spoken to claims and demanded that I give up the claims person's name. He stated he would not be helping me out and said it was my prerogative if I wanted to escalate this further. Go at...