Frais Spa at The O Hotel — Local services in Los Angeles

In town for a convention and was looking to have some neck work done before jumping back on an airplane. I found Frais Spa on Google and noticed it has several 5-star reviews. Great!

To book an appointment, I was asked to download an app to my phone, create an account with my personal information, and to pay up front as I selected my preferred massage and time. I selected 11am and put $110 on my card.

I then checked out of my hotel, and walked 15 minutes to the spa location. As I arrived at 10:45, my phone rang and the spa employee informed my that there had been a "glitch" in the system and that my appointment couldn't be honored. They offered to call me back when they arrived at the office to determine if something would be available later in the afternoon, with the possibility of a 3pm appointment. That wasn't an option for me, as my flight was scheduled for 4pm.

This rating isn't reflective of the massage services, but the process of booking and the apps inability to accurately schedule an appointment. The website actively pushed me to use this system, which proved to be very inconvenient, as well as a waste of time. I could have spent the hour at the hotel, but instead was left holding my bags (literally) in downtown LA.

I did book same day, so I rated 2-stars, wholly based on the app and booking process.

Update: I've been contacted by the spa and confirmed that my credit card will be refunded. I was also offered an apology and special arrangements for an appointment at 12:30pm. I appreciate the reach out and it's nice to see a prompt, polite response. I'll try to give the spa another go when I return to LA and update this...

Hidden gem in the middle of the hustle and bustle of downtown LA!

It is a cozy, very zen, very relaxing place, the staff are friendly and welcoming. The aroma of eucalyptus permeates the air as you enter. There is trickling fountain, flowers and very comfortable sitting area. It sets the pace for your experience.

I have had spa treatments at a number of luxury hotels over the years. This spa has the same level of service and quality as more expensive hotels. The difference is that there is a humble nature to this spa, which I quite enjoyed. It is not decorated or filled with expensive spa or other products. I felt no pressure to purchase products. There is an elegant minimalist decor which is very refreshing. You go to a spa to decompress and get pampered for a few hours or even a day. The focus of the spa is relaxation and well being - the art, trickling fountains and other elements communicate it quite well.

I was very pleased with my massage. She asked the appropriate questions before I began, and commented that I was her "remote control". You will begin your journey with three deep cleansing breaths - to a wonderful sage scent which places you in the relaxation zone. Afterwards, you receive excellent care - the tension or stress melting away with each touch. She was professional, kind and very informed about her craft. After my hot stone massage, I left floating on air! Mission accomplished.

Part of my package was an Aromatherapy Hot Steam treatment. However the the steam room was undergoing some small repairs, so I will be able to go back and receive this treatment soon. I look forward to...

This business was not in the database with the Better Business Bureau, but I just submitted information about this business and filed a complaint against them for $534 in charges for services not rendered. This information may be publicly availably anyway, so I am also posting here.

I went in for a massage treatment one time. The massage experience was good, the specialist did good work and gave good advice. The specialists they employ are all very good at what they do, they are reputable professionals.

It's the business practice that's puzzling. They seem glad to take money but are not responsive for customer service resolution.

I don't recall ever signing up for a massage membership and they don't seem to have records themselves.

It took a little while, but I caught records of recurring charges from Frais Spa on my bank statement one day, temporarily froze my account, and filed a claim.

The company has sent me vague text messages saying they'll look into it, they're busy, there's a bridal shower, please...