Sisley Spa at The Dominick — Local services in New York

The deep tissue massage I received from CC was excellent, she was an expert and her technique for releasing muscles was top notch. Up there with the best massages I’ve had, and will definitely come back to her.

However, I’m removing 2 stars for what took place at the amenities. They have a sauna, salt room, Hammam room, steam room & lounge that they told me I could use till closing time, at 6:30pm. I made sure to note down the hours when I booked and scheduled a massage that would give me enough time to use these amenities. While I was using them at 4:15pm, a worker came in and told me they’re closing early today, at 5pm. When I asked why, she said “the manager isn’t here and there are no appointments.” Excuse me, I am an appointment and specifically booked with intention and agreement to use the steam & sauna till 6:30pm. The worker proceeded to take down the spa water.

I went to the front desk to raise my concerns, and the fact that I wasn’t informed of this early closing when I booked. They argued with me a bit, and suddenly the reason had changed to “it’s a holiday” (it was Easter Monday). If this was the reason, it would have been planned and the lady when I booked should have told me instead of telling me I could stay till 6:30pm that day. Eventually the front desk agreed to stay till 6pm. However, I came out of the steam room at 5pm to discover construction happening in the main lounge, and construction men walking around the spa. This was very uncomfortable as I was in my robe and not dressed. It was clear the spa was no longer available, and I could not use the lounge in between the heat treatments. I also felt very rushed, unwelcome, and uncomfortable as a result of all this.

Based on what they told me, it seemed the staff had decided to leave 1.5 hours early because their manager was not there to supervise them. This is extremely unprofessional and not what I would expect from an upscale spa at a 5 star hotel. I also can’t fathom how they scheduled construction when the spa was meant to be open. At best, this was a grave miscommunication when I booked as the lady told me the wrong opening hours, and I would have booked the massage for an earlier time or different day had I known.

The amenities also did not meet my expectations. For example, the sauna was not hot because the door was left open at all times, and when I tried to close it I noticed it does not actually close. It also had a broken sand timer inside. The salt room machine had not been cleaned (lots of caked on salt hard as rock) nor filled. This door also got stuck when closing.

Finally, it should be known that they force a 20% tip. This is what I was planning to give anyways, however I would have liked to do it of my own volition instead of backed into a corner. I’ve never had an experience like this at a spa, usually they are more discreet and allow you to choose or write in tip as you pay. Like I said, this is what I was planning to give anyways, however their method of asking was not appreciated.

In summary, the massage was excellent but the rest was an...

If I could leave no stars I would. Where to begin? I booked a deep tissue massage yesterday morning for a time and with a particular massage therapist I read reviews about. I confirmed the email confirmation. They called me at THREE PM today for a 430 and asked to move me 15 mins back, and i said ok no problem.. but weird?? It’s a 5 star hotel spa.

I get there at 415 to start at 430 and the lady rushes me to click a consent form (no questions about body) and says “I wanna make sure you start on time so let’s take you back to the lockers” .. I was like “I was told to come here later?” And she’s like “yeah just so you know the spa is closing at 6 so we’ll have your therapist tour you around for 30 mins you can use them after” …

So left a bad taste in my mouth and I said to her “from a customer perspective, just so you know, this already ruins how I feel so rushed. Idk why you guys wouldn’t tell me that on the phone when you pushed my appt back today to maximize my experience?”

And then they take me back to the waiting area - no snacks or water just a cooler that i opened up for a bottle of water - and a woman masseuse says she’s Kathleen and taking me back - I’m like “I’m pretty sure I specifically requested Saul (I read about him)- can you check?…” which she did happily but find out he’s booked until 6 so “it won’t be possible.” LOL I asked to speak to the front desk literally in my robe - I am assertive and firm as you can imagine. I was like “from a customer’s perspective, I don’t understand what happened here. I specifically booked someone at a time and the only communication I’ve had from you guys is to come later and that I’m not with that person…” and they are like And they’re like you know it’s different when you use our online system and basically just blamed it on that and said, well if I called for a specific request, THEY maybe could’ve arranged it.

I was so angry and I was like “I really can’t believe this. This is an awful experience. I’d expect so much more from a five star hotel. Can you guys do anything for this bad experience?” and she basically reluctantly offered me access of the sauna and steam room and whatever until they close at six, noting how it’s usually 100+ a day… I was like “yeah that’s nice of you but I was excited about the massage so I’ll be taking my money elsewhere.”

Absolutely horrible...

I recently had the pleasure of arranging a special spa day at Sisley Spa for my younger brother and his girlfriend, and I must say, the experience surpassed all expectations. The highlight of this incredible service was undoubtedly the spa director, Steven, whose dedication and empathy shone brightly throughout the entire process.

Organizing this day over the phone, I felt anxious, wanting everything to be perfect for my brother, who had received troubling health news earlier that weekend. Steven not only eased my concerns but went far beyond the call of duty. He transformed the spa's break room into a private dining area, allowing my brother and his girlfriend to enjoy a luxurious 5-star meal, complete with caviar, in complete privacy. This gesture of kindness and the attention to detail were deeply moving and made the day even more special for them.

Steven's exemplary customer service, his instinct for management, and his genuine care for guests' experiences are commendable. His efforts to tailor a perfect day for my brother demonstrate a level of compassion and professionalism that is rare and invaluable. It's clear that Steven is not just an asset to Sicily Spa but a shining example of what excellent customer service truly looks like.

I am profoundly grateful to Sisley Spa and especially to Steven for making this experience so memorable. His actions have earned my loyalty as a customer for life and I sincerely hope that his remarkable work is recognized and rewarded. This experience has shown that Sicily Spa isn't just about relaxation; it's a place where extraordinary people like Steven create magical and heartwarming...