Woodhouse Spa - Leesburg — Local services in Leesburg

Long-time customer, that ended today. Would never go back.

Let me be clear, the facility? Delightful! Staff members at the spa? Gems! One of the managers, Samantha; severely underpaid, and appears to be the only one keeping the place afloat. Booked a spa day for my Mom, sister, and I for a special girls weekend. They’re not from the area and I was so excited to show them my favorite spa. I booked for my Mom and I, one of the packages that includes basic massage, facial, and pedicure, and my sister booked after us. Again not from the area and just called and asked to book “the same package” as both my Mom and I. We show up today, couldn’t WAIT to be there. After the first service all three of us met up in the relaxation room and my sister was beet red in the face and looked horrified. She told me the facial was really uncomfortable and borderline painful. She then remarked about a “hydrafacial” (a much more expensive, but crazy great facial), and I asked why she booked it. She was confused and said she booked the same package as us; given this, she immediately went the front desk. The team member said that it was likely a computer error and that she would rectify the mistake. We finished up the spa day but was approached again letting us know that the management “reviewed the transcripts” of the phone call when my sister booked the appointment as a hydrafacial, so we had to pay the difference; $160. We were perplexed (mostly because my 20 some year old sister absolutely did not take the time to review the spa menu, I know her) so we asked to listen to it but were told that it was not possible.

We asked to speak to a manager or an owner because again $160 is a lot for what sounded like a clerical error. Given that I made the reservation I had the pleasure of speaking to this higher-up leader, Nicole. She immediately was dismissive of our experience, interrupting me with explanations or what a hydrafacial was and such. Her story began to quickly unravel with there being several inconsistencies in what she was saying (the esthetician told her about the cost at the beginning of the service—she didn’t— that my sister booked this purposefully— no proof, also not what happened—and that I confirmed the appts— I did, but it’s just confirmation that we’ll show up on the day, not a confirmation for services). When I identified this, she said “well what do you want? To not pay for anything? You still need to pay the esthetician for her time and services.” So I opted to speak to the owner. After waiting about 20 min for a phone call, the on site supervisor just charged us for what we booked and sent us on our way.

As I said, I will never be back. I am mortified by the whole experience and by the insinuation that we were trying to scam them. Collectively we spent over $1,000, not including gratuity. I am sure this will be spun into some narrative that we are just a bunch of “Karens” looking for free stuff. Not the case, but you’ll just have to take me at my word.

There’s probably 10 spas in a 5 mile radius of this place. My advice? Go literally...

Okay! This is not the first time I have had services at Woodhouse day spa in Ashburn. Other times have been stellar, but today...not so much. I booked a number of services in advance and requested for a lunch to be included as I was creating a package and would be on site for 4 hrs. The person I spoke to said she could arrange that. This isnt my first rodeo at Woodhouse so I do recall in my past visits this being acceptable TO INCLUDE MY VISIT EXACTLY 1 YR AGO IN THE MIDST OF COVID. The person I spoke to to book my services apparently was new because every question I asked she had to call me back which I assume was to consult with someone else. When I arrived at the spa I asked about lunch because I had not received the menu to select my food. The woman at the front (who I did not get her name) claimed she was the one that talked to me (She wasnt. I would have remembered her "matter of fact"/know it all tone.) She said due to COVID thebspa no longer allows lunch which wasnt true as again I was there 1 yr ago when masks were required in the spa and I was still able to add lunch to my services. She claimed she told me that over the phone which I KNOW the person I spoke to did not mention as I would have taken my business to another full service spa. The lady at the spa continued with exactly what she claims she said which again she did NOT because I would have never booked! If I had saved the voicemail messages I would have played them back to her so she could hear exactly what she said. Since she "spoke to me directly" the person over the phone even allowed for 1 hr between my 4 services for the lunch. Why would I want to sit idle for one hour at lunch time drinking water?! The lady at the front desk continues with telling me like they were booked and there is no way to move my times up. It doesn't stop there, prior to the start of my first service Jinny (massage therapist) was not aware of one of the 4 services that was supposed to follow after she completed the first service. SERIOUSLY?! WHY DO I NEED TO REMIND YOU ALL OF THE SERVICES YOU SCHEDULED. She went to the front desk to ask and what do know, magically within 10 mins of me leaving the front desk the spa now had a cancellation and was able to move my services around to be back to back. Jinny worked really hard to improve my spa experience as she witnessed the back and forth between me and the front desk. I appreciate her attempts.

I won't bother going into the man handling experience in my facial....Rushed rough and not relaxing at all. I expected more from this location.

Ultimately, I am very disappointed in my experience. I have zero desire to return. I spent too much money to have my experience start with such terrible...

I went in with my mom and sister to this appointment for my birthday. I was extremely down and needed it. I asked to be with my mom and the masseuse kindly said that they would need time to prepare that room which is absolutely fine. He went and told the masseuse that was assigned to me, Pam, who I could hear down the hall loudly scoffing and complaining. She proceeded to come over and tell us that no such room was available and that we would be having a great service in our rooms. (Her tone was annoyed and condescending). She then takes me into the room and proceeds to ask me why I preferred a duet room. I told her it was my birthday, my boyfriend is in the hospital, and that I recently lost my brothers and was having a hard time. She immediately asked me how did they die? Was it an accident or on purpose? At that point I was so taken aback, my body immediately tensed and I responded saying I would prefer not to discuss. She proceeds to give me no instruction on what to do with my belongings (robe shoes phone) and tells me to lay face down on the bed and wait for her knock. I laid face down and when she knocked she busted right in without waiting for my okay. She then scoffs at me and says I said lay face up. She left the room again. The next knock was from the GM, who waited for my ok, came in and showed me kindness and asked me what was going on and why I wasn’t comfortable to continue. I told her I had not said that but I did disclose to her how my time with Pam had gone. She was physically surprised and immediately told me that it was no one’s business to ask those questions and that it was absolutely not ok. I told her that one of my brothers did pass from suicide and Pam’s question was that much more painful because of it. The GM offered a few options but overall I did not continue with my services here. The GM was incredible though and had she had another masseuse at the time I would have stayed. Thank you to that GM. and I hope that Pam does not continue to do this to anyone, as many women like myself went here as a treat, to relax, escape, and feel tranquillity. I was going through more than she may ever realize and her lack of kindness or compassion made this a truly truly...