The Spa at The Post Oak Hotel — Local services in Houston

I can unequivocally say that I had the worst customer service experience ever at The Spa at the Post Oak Hotel. A day meant to celebrate friendship turned into a nightmare! Issues arose from the initial booking up until the most disgusting, abrasive, unprofessional interaction my friends & I had ever encountered with Daisy Tepper, the spa director. Due to the facility erroneously sending private information regarding my spa services to another individual, which caused a major uproar, they agreed to remedy the mistake by offering us a bottle of wine & glasses of champagne. After our spa services, we decided to partake in the spa amenities & were attended to by Rosa. Although English was not Rosa’s first language, we did our best to communicate with her what the spa had offered us due to their error. Initially, she seemed to understand, then shortly afterwards, the communication became further strained. When I requested the drinks, she was hesitant & seemed very confused. Now we were very confused & dismayed. Later, while I was away, my friends asked another attendant, Jane, to assist with ordering drinks, & she became defensive & rude, accusing us of already being supplied with the drinks we were promised. When I heard what happened, I asked to speak with Jane. She was immediately rude & accusatory, stating Rosa had already given us all the drinks we were promised when in fact she had not. I asked her if she’d corroborated that with my friends before making her assumptions. Could it be that Rosa confused us with another group of women at the spa? Jane then said to keep my fingers out of her face, which they were not, while simultaneously pointing her fingers in my face, & proceeded to give me a speech on how we as Black women don’t need to behave this way towards each other & we need stick together. Taken aback by her rudeness, combative behavior, & need to give me a lecture, I requested the manager. She walked off hastily & stated she would get her manager. We waited over 40 min & no one ever arrived. Upon checking out, we were asked about our experience & I told them it was horrible. We ended up speaking with the woman who made the appointment who was very apologetic. I asked for a discount due to our experience & she said that wasn’t possible. I again requested to speak to the manager who she said was in a meeting, hence, why she was speaking to us. I continued to press to speak with the manger. She left & returned, stating that a 10% discount would be offered. I countered with 15% & she was told by her manager no & that the 10% discount was no longer available. Now our experience has been turned into a bartering match by a so-called “luxury” establishment. I told her that I am not paying the gratuity & I wanted to see the manager. After 30 min of back & forth, Diasy, arrived, along with Jane. Immediately, Daisy’s demeanor, attitude & tone were EXTREMELY condescending & nasty as she proceeded to speak to us as though we were disruptive children when WE were the ones wronged & profiled incorrectly. She interjected aggressively not allowing me to speak, chastising us & making us out to be the bad guys. She then threatened to call security, and we were met by Gabriel, the security director. Although he was pleasant, Daisy continued with her nasty, disgusting behavior. It’s unfortunate that someone like her can be tasked with being a manager & behave in such an abhorrent, unprofessional manner at a hotel labeled as “luxury”. The same can be said for Jane. And the interaction we encountered with Daisy cannot be refuted as it was all captured on tape! What a shameful, embarrassing, disappointment, & disgrace of a person. It's interesting they claim to promote a balance of healing, wellness & beauty… It was more like a discord of bullying, inconvenience & ugliness. Understandably, people make mistakes which in this case they clearly did, however, the poor handling & blatant mistreatment of paying customers who were wrongly profiled, thus, leading to a horrendous experience is utterly...

The facility is lovely. Very beautiful and feels luxurious. If you want to impress someone or youre coming here to use the ammenities, do it. If you’re looking for a great massage and customer service, this is NOT the place. First, we told them we were there to celebrate our recent wedding and they kept saying happy anniversary? This seems small but it feeds into the bigger picture. They called us by the wrong name MULTIPLE times. The locker room attendant didn’t show me where anything was except the locker and just started walking away. I had to ask where the rooms to change were and how I would know when to meet my husband for our massages. She just said she’d find me. Once she came looking for me (and potentially someone else) she called me the wrong name both times which was confusing and worried me that I wasn’t going to be taken back for my appointment on time. Our therapists also called us by the wrong name, making us wonder if we were who they were actually looking for when getting us from the waiting area. This was the worst massage I’ve ever had in my life, while being the most expensive. My therapist first performed a body scub that she just swiped on my arms and legs but never actually massaged in to remove any dead skin. She just put it on and then immediately wiped it off with a hot towel. It was so weird. Then she asked me what I wanted her to focus on and I said I like a really deep hand and foot massage. Almost laughably, she didn’t even massage my hands or feet at all. She just applied lotion to them. I even told her when she did my second hand to please use more pressure… in response, she squeezed the tips of my fingers and asked if that was better. I felt like I was being punked. What is the point of asking what someone wants if you aren’t going to do it? At the end, she used a cold face roller to end the service but just swiped it across my forehead and barely touched either cheek. Do you ever go somewhere like this and know they’re just doing things to do things and make it seem like you’re getting something so great and special but it’s literally not doing anything? lol this was that. She was just half heartedly going through the motions of what the service entailed without actually doing any of it correctly. We found out later that our services came with a sweets tray and champagne, which no one ever offered us. We had to ask the locker room attendant for it and her response was that she would bring it, but our services started in a few minutes and the spa closed right after we’d be done so we wouldn’t have much time to enjoy. They ended up bringing the sweets tray after the massage but made sure to say again that the spa was “closing in five minutes”. It’s kind of funny because last week we went to H bar for dinner and had such a similar experience related to customer service. The food was so bad and they just apologized saying they had a fryer down or something and they were really busy running around… although we could see there were maybe 8 other people in the restaurant. We’re really not complainers. There are multiple spas and restaurants throughout the city that we loveeee and rave about. This one was just remarkably bad for how they brand themselves. Everything from valet, to the restaurants, to the spa was just terribly disorganized and had lack luster customer service. Save your money and go to Nava De Massage and then get dinner at Bludorn after. That combination will never disappoint and you’ll probably save...

I recently had a deeply disappointing experience with the Post Oak Spa. When I called to inquire about rescheduling my appointment, I was told by a spa representative that rescheduling would incur a 100% fee. I explained that I did not want to pay that fee and would keep my original appointment if they couldn't accommodate my request. I asked to speak with management and requested their email address. Despite sending an email, I was informed that they were very busy and I likely wouldn't receive a response that day.

Shortly after, I was notified by my bank, that my credit card on file had been charged 100% for the service. This was shocking because I was told during booking that my card would only be charged at the time of service and that I could change the payment method if needed.

The gentleman I spoke with this morning, charged my card simply because I inquired about rescheduling, even though I explicitly stated I would keep the appointment if there was a fee.

I immediately called back upon seeing the charge. Initially, a young lady assured me that the charge would be reversed and she would get back to me soon. However, the manager, Jannie who was initially unavailable (which is why I sent an email), then got on the phone and said they charged my card because I “might not”show up. When I asked if this was their policy since I neither canceled nor rescheduled, she admitted she didn't know the details of my conversation with her team member. She offered to reverse the charge at my appointment, but I insisted it be done immediately, as the previous representative had promised.

For context, when I booked the appointment, I used my company card to hold it, intending to change the payment method upon arrival. Seeing this unexpected charge on my card was frustrating, especially when I had no intention of using that card for payment. The manager Jannie showed no concern and failed to offer any satisfactory customer service. She claimed that because I questioned rescheduling, they could charge my card anytime prior to the service, which is not their policy. This experience has made me extremely uncomfortable, and I no longer feel at ease coming in for a massage. I doubt I'll be able to enjoy the service given the stress this situation has caused.

If I had missed the appointment and they charged my card, I would understand. However, charging my card simply because I inquired about rescheduling, especially after being told it wouldn't be charged until the time of service, is unacceptable. I will escalate this issue until I speak with someone who understands the gravity of this poor experience. As a manager myself, I believe in training team members to address customer concerns appropriately. The manager's response was a failure on her part and a disservice to her team. This situation will be...