The Spa at Naples Grande — Local services in Naples

Disappointing Experience – Outdated, Uncomfortable, and Not Worth the Price

As a Naples local, I hadn’t been to the Naples Grande Spa in several years and was excited to revisit it with my daughters for a morning of relaxation. Unfortunately, the experience fell far below expectations and left us more stressed than rejuvenated.

We arrived around 9:30 a.m. for 10:00 a.m. appointments, but it was immediately clear that something was off. The front desk member seemed overwhelmed, possibly dealing with a tech issue, but we weren’t greeted or acknowledged for quite some time. None of the check-in iPads were set up, and everything felt chaotic and unprepared. Eventually, someone helped us, but it was a frustrating and disorganized start.

The condition of the spa itself was shocking. The facilities felt extremely cramped, especially considering we were told it wasn’t a busy day. The robes and sandals provided were incredibly worn out—frayed, old, and in poor condition. The locker system was confusing and unreliable; my locker wouldn’t open, and I had to get assistance twice just to get it working.

The relaxation room was anything but relaxing. Hard plastic cushions, no armrests, and no space to properly stretch out made it uncomfortable. The space didn’t invite lingering, and honestly, felt dark and poorly ventilated.

The amenities were equally disappointing. When I asked for plain water, all that was available was a sugary cranberry and elderberry water. No coffee was offered, the tea selection was extremely limited, and the snack options were neither healthy nor appealing. Green stale pretzels.

While the treatments were acceptable, my daughters both had massages and I had a facial, nothing about the overall environment made us want to stay. Our original plan was to spend several hours enjoying the spa, but we ended up leaving by 11:30 a.m. simply because the facility was not pleasant or conducive to relaxation.

Even the checkout process was a repeat of the check-in nightmare. The staff still couldn’t get their systems to work, blaming slow Wi-Fi. There was another couple waiting who looked visibly frustrated as well. It was clear the technology was impacting operations and overall guest experience in a major way.

The Naples Grande Spa is long overdue for renovation; cracked tiles, a damp, moldy smell, and outdated, cramped spaces are unacceptable at this price point. Until there are significant upgrades to both the facility and staff support, I cannot recommend this spa to anyone. There are far better local options that respect your time, your comfort, and your money.

And no, we didn’t have a coupon! I was asked this several times prior to coming. Should have been a sign...

So much potential but some very clear opportunities for ownership and management before it’s above average. The space is nice and it was a nice place to relax with my girls. Was hopeful the reviews werent right but sadly I have to agree with most of them.

For management: Train your staff better and conduct secret shoppers. Example: The front desk ladies asked me if I wanted to do any add-ons for my facial, but had no idea what the add-on options were. Then they try to offer me Massage add-ons because they had no clue. And yes, you have to pay for tip in advance which is so disrespectful to suggest I wouldn’t normally tip them. We couldn’t understand the gentleman who gave us a tour so nothing made sense THE LOCKER SITUATION. Don’t even get me started. It’s a mess that can easily be fixed they just haven’t invested a little time and money into it. Proactive customer service- at a four star resort, you need to offer a complementary champagne to everybody not just choice people and completely ignore everyone else I need to be able to communicate in English to my aesthetician. I had specific questions about the products and the treatments for my skin type, and neither one of us understood each other.. I was so nervous. The facial was decent but I would expect globes, red light and a facial massage at a...

This place is horrible. The appointment was not taken correctly, incorrect time. The massage felt rushed and the clinician was not effective. The massage room had a “portable” ac unit with a metal duct tubing on it and was loud. The room had a constant high pitched noise despite the loud ambient music. The locker area is so small, not sufficient for guests. The steam room was filthy, dirty floors and bench areas, rusty corners, tiles broken, screws missing in grates. The sauna had a slatted floor that had sitting water and bugs. The heating element had dirt and grime crusted underneath. The “decorative” string lights were fallen and shoddy. The whirlpool was dirty. The pool deck had cracked tiles all over the metal spouts on the pool were rusty. The attendant was useless as he would remove one towel at a time and would throw used waters/ ice (face towels)from towels on the ground. When I tried to check out I was ignored as the attendant was in a heated argument on the phone. This spa needs a complete management overhaul, renovation and a cleaning schedule that is adhered to. Obviously management does not follow up with staff or cross check...