Planet Hollywood Spa by Mandara — Local services in Paradise

Made an appointment on Friday for a couples massage on Saturday. Was very explicit about how I wanted to use Reward Credits to pay for the spa package. They told me that they need a credit card to hold the reservation and to charge the spa visit to my room to be able to use Reward Credits. Saturday rolls around, I tell them the receptionist the same thing. We get our massages and leave. We check out of the hotel on Monday and what do you know, it didn't get charged to the room. My credit card is charged instead. Be EXTREMELY careful and explicit about your payment method apparently. I called them back and they told me that because I was checked out that they can no longer help me.

As for the actual massages, they were mediocre at best. The men's whirlpool was down. The actual spa area is small compared to other spas throughout strip casinos. The staff was generally friendly. Probably won't go back.

EDIT: Concerning the "We'll look into changing payment method" reply.... Yeah they definitely handed it in a very unprofessional way. Just stay away from this place all together.

1/15 - I call the Mandara Spa to see where the miscommunication about payment method came from. I am informed that because I am already checked out of the hotel they cannot change the payment method. I explain that the entire reason I went for these services is because I had a surplus of Reward Credits. If I didn't have them, I would have never gone for these services. The same day, I leave a google review stating everything up to this point and get a response that they will look into changing the charges over.

1/31 - Called to see if any progress had been made. A seemingly understanding woman listened to everything so far, emailed me a receipt, advised me to call Total Rewards to see if they could do anything (They couldn't) and she would continue to look into it. She told me she would reach out to me again. That never happened.

2/5 - Called and asked to speak to a manager. Was told that said manager was currently in a meeting. My contact info was taken and I was assured I would get a call back. Never received a call back.

2/6 - Called and asked to speak to a manager. Was told that she was unavailable at the moment and I should call back tomorrow at 8:15.

2/7 - Called right at 8:15. Asked for manager. I am transferred to managers line. No answer. Doesn't even have a voicemail set up so I could leave her a message. Called the spa back 3 times over the course of 15 minutes. All 3 of them went to voicemail.

So we've established that this place is mediocre at the very best. And we've established that if there is a problem, management would rather just ignore you completely. The way I see it, there is absolutely no reason to go to this spa. Go somewhere else. Anywhere else. Get a lifeguard in a pool to give you a shoulder massage. Your experience will likely be better and less expensive than anything this...

Horrible experience and service DONT WAIST YOUR MONEY, it's a SCAM. Staff Elizabeth Viera, Christian Ruiz and Smitty Smith are the most unprofessional, disrespectful and rude employees Mandara spa has. I visited the spa to get a facial and massage while at the spa I took a quick emergency call, Smitty the staff attendant immidiately demanded I get off my phone, I stated I would hang up immediately , and that I was wrapping the call up. She followed me to my locker and demanded I end the call that moment, I told her it was an emergency and I hung up, apauled by her rudeness I asked to speak with her manager, Elizabeth immediately approached me with the same with a rude demeanor, telling me I should have known, I apologized and stated the phone was put away, she scolded me like a child as she continued to harass me, I asked to speak with her manager she stated the manager was not avaibale she was the boss. Then a young man Christian came into the spa loung where it should be private for women only and stayed he was the manager (he lied, he's wanst the manager he was a concierge staff) Christian stated customers who use their phones need to be escorted out! What kind of spa is this?? They kicked out a customer who is paying money to enjoy the spa and have a fantastic experience, The staff is young and way too agreesive with customers I visited the spa to spend money and get a relaxing experience, my day was ruined by their rude, disrespectful and poor service! I will never go back to that spa. I called security and also placed a grievance in writing I recorded the rude experience and placed a complaint. Upper management needed to be aware of how badly customer are treated when they are not around. Management needs to hire customer friendly employees and also check their video surveillance To see just how horrible the staff at Mandara Spa is. I will never go back. This makes for the worse...

Wonderful relaxing spa oasis in a run down old casino. This spa is unlike the rest of the hotel. It’s a place to exercise and then rest and rejuvenate your soul. The spa is divided by men and women’s sides as the areas are both clothing optional. There’s robes and slippers and lockers to use. You are greeted and assigned a locker you put your own code in for safe keeping of your belongings while you enjoy the amenities. They have a large hot tub with soft jets moving the warm water. There’s also a hot and dry sauna. The dry sauna is cedar and the wet sauna is made with subway tiles. I quite enjoyed the wet sauna. I booked an 80 minute full body massage. The massage therapist, Gerry, was very skillful in his task. I had a full day at the spa one day. There’s a full spa menu including manicures, facials, haircuts and makeup application to name just a few. You can go to the fitness centre first and get a workout in and then relax and enjoy the spa offerings and then take a shower with all the toiletries provided for your use. No need to bring all your soaps and shampoo or razor with you. It’s all for the taking. They have bottled water and it’s either room temperature or refrigerated as you prefer. There’s also fruit and coffee in the lounge area while you wait for your massage appointment or other services. The staff come and get you when it’s time for your appointment and escort you there and back. I would highly...