The Spa at Black Rock — Local services in Maui

I visited this spa at the start of my vacation 2 weeks ago and signed up for a couples massage with my boyfriend. As soon as we got into the massage room the massage therapist I was assigned asked what they should focus on. I gave instructions on what I wanted more attention on because I have a massage therapist at home I go to regularly. As the massage started I noted the therapist was really light with her treatment so I asked her to apply a bit more pressure because my muscles weren't getting any sort of relief. On the contrary, they started to get more and more painful as she rubbed lightly. The therapist told me that if I wanted more pressure then I'd have to upgrade to the deep tissue massage. I wasn't asking her for anything too in depth but it felt like she was just patting my back for the full massage so I gave up and let it be because the couples massage was already expensive. After getting out of the massage I informed my partner that my shoulders were starting to hurt a lot and it felt like she therapist did more harm than good. My partner got a positive experience with someone who applied a lot more pressure than the person I was assigned to, even getting elbows of pressure on his back.

When it was time to pay I told the person at the front desk about my experience and all they could do was apologize. It was only when I told them I didn't want to leave a tip that the manager came out and and gave us a 15% discount. It was barely enough to cover the tax but they still asked if I wanted to tip after such a poor massage experience. For the next 2 days my shoulders were in a lot of pain and I didn't know why.

Fast forward to when I get home I had scheduled an appointment with my own massage therapist to try and work out the pain in my shoulders. After consulting my therapist she told me the person who worked on my at the spa activated my muscles and left them in an irritated state, they likely aggravated a nerve on my left shoulder which will take a few weeks to heal, and that there was a spot on my left shoulder that my therapist couldn't work out because of how badly knotted the muscles were on that side. My therapist pointed out that it was not there in my previous appointments and proceeded to apply hot and cold packs to try to loosen that part again. After my regular appointment I was advised to do a series of hot and cold treatments to help treat my left should before my next appointment.

I've been turned off by the idea of going to a resort and getting a massage after this experience even after knowing the therapists at this spa are licensed. I never expected to spend over $400 on a massage that caused me so much pain and I'm surprised that when I didn't give them a tip is when someone decided to care about my pain, not when I initially complained.

I called to ask for the license number of the masseuse who worked on me to file a formal complaint but they never called back. After writing this review I see a lot of people had similar experiences...

HORRIBLE HORRIBLE SERVICE!!! If i could give ZERO STARS i totally would. I had booked a facial and a massage exactly 2 months prior to my trip and received text AND email confirmation of my booking. 1 day before my appointment i get a text from the spa saying my facial had been cancelled! I never called or messaged them to cancel this service. Immediately after receiving that message I call the spa to ask what had happened. The receptionist said she wasent sure why it got cancelled and put me on the phone with the manager. The manager said she’s not sure what happened and maybe someone “accidentally” removed that service but she could still see my massage. She then said she’s would get my facial added back on at the requested time and I was all set for my original booking. I thought great, have confirmation that i’m all set….

I show up the next day 15min early to my appointment and the receptionist says she’s doesn’t see EITHER OF MY BOOKINGS!! She has me wait for 15min while she talked to other employees and calls the manager (the manager was not at the spa). Another lady comes to me and apologizes but says there is no way for them to take me since they are all booked. SO within that 24hours i spoke to the manager, they cancelled my entire appointment and gave it to someone else!!!! I demanded to speak to the manager who said the same thing AND continued to blame it on a “new receptionist” and that “someone” with my name called to cancelled my services. Like wouldn’t you double check who is calling rather than just assuming it is one client!?

This is the MOST UNACCEPTABLE customer service and COMPLETELY DISORGANIZED spa I have ever been to!!!

If you still decided to book with them PLEASE PLEASE double check your booking several times and this manager has no control over...

My massage therapist name was Spark. As soon as she came into the room and called my name, I thought, this may not be what I am expecting. I could just feel her vibe. My husband also had a massage at the same time (we booked a couple's massage and were able to get in within an hour), they didn't have it booked for a couple's massage but awkwardly said they would accommodate it. His massage was fantastic, mine was lack luster. She was extremely awkward which is exactly what I was afraid of from the moment she entered the room. She must've held my neck in her hands for 10 minutes not really doing anything (maybe needing a break?), moved my legs into a frog like position when massaging my legs ( never had this happen) which was very weird, rubbed more than massaged (a lot of forearms) layed her belly over me more than once due to the tight accommadations (still uncomfortable). It was just a strange experience. She even ran into the massage table when trying to get around it (my husband thought I had fallen to the floor it was so loud!). I like to be with a massage therapist that makes me feel comfortable so I can relax. Spark made that difficult to do. You're either cut out to be a massage therapist or you're not. She's in between.... If you book a massage, definitely ask who your therapist is and if they say her name is Spark, ask for...