Burke Williams Day Spa — Local services in San Jose

Overall I do NOT recommend this spa. I arrived on a Sat. afternoon for the 80 min Burke Williams massage. The staff asked me if I had visited before and I answered yes. I think they assumed that I was very familiar with the place, but I actually had not been there in over 8 years, and did not remember the facilities or the layout. They said something about the locker room being cleaned and that I would have to wait in the waiting area. They didn't tell me how long I would have to wait although this would have been helpful information. This area was extremely full and crowded, and there wasn't really a place to sit so I just stood in the gift shop area. After 5 minutes passed, I went back to the front desk and asked to pay in advance since I was just wasting my time and not allowed to use the spa facilities. They said that this was not possible, and the woman telling me this seemed to be upset or defensive at my request by her tone and mannerisms.

Then I waited again. Finally, I was allowed to access the locker room but there were no clean robes. This was odd, but at least I was allowed to use the spa facilities. It was very crowded unfortunately. Eventually, I was able to get a clean robe to use. I did not get the "tour", but later observed many other guests getting the welcome tour and I just walked around to find the different spots.

I had to ask a woman working there where I was supposed to go before my massage. She informed me to go out in the waiting area. I went there a few minutes early, and then waited for over 15 minutes. My massage therapist Ivan was 13 minutes late. I asked a person at the gift shop area if they knew if something was going on, and when I told them the name of the therapist they just said he is probably late. Then Ivan walked into the room and looked at the computer. He asked me how I was as he was looking at the computer. I said okay. Then he said, what are you waiting for, and I answered massage. Finally, he figured out I was waiting for him, but the entire exchange was quite weird. I would have expected him to ask for my name since I was the only one at the time in the room. He didn't seem to know who he was looking for, and then also did NOT acknowledge or apologize for being 13 minutes late. As we walked over to the massage room, he asked if I was stressed in a presumptuous way. I said, I do have some stress, but not a lot. He then said do you get headaches, and I said no. I felt that he was implying that I was acting stressed, when I was just a little confused by his behavior, such as not apologizing for being very late and not knowing who his next appointment was. Massage was not bad, but overall I didn't feel comfortable with the therapist based on the initial interactions, so I didn't really reach the relaxed and trusting level that is needed during a massage.

Overall, this was a completely disappointing experience. For the price of the services, it is NOT worth it. Terrible and unacceptable level of customer service and...

If you ever get a facial go to Camille! She’s the best and for her it’s like a journey to improve your skin rather than a one time thing. I would give her 5 stars, the place itself though I gave less of a rating because while they seem very luxurious, there are some things that I’m not a fan of. The showers do not have locks!!!! They give everyone the same type of robe which is really really big and I’m 5 foot and 110lbs for comparison and it is almost dragging on the floor, if I sit it 100% will soak In the steam room. Also, I think they should check the robes better because I’ve gotten two with foundation stains on them before...considering I pay for a membership I would want a nicer experience. Even if you have a membership, you can’t just go to their sauna or steam room, you can only go in if you purchase something... I don’t think they’re very organized. My first time going there I got a set of keys for a locker but didn’t really know where to go, what was expected of me, etc. When I got a membership, it’s a separate room and nobody told me so I was very confused on where to go. They also don’t track your facials anywhere so you can’t tell your facialist “the last thing didn’t work I got acne”. They don’t seem to track much because I also got cancelled on before two times in a row and they didn’t know that happened until I told them. So one person told me they would give me a discount when I came in next time. Then the person when I was paying had no idea someone offered me a discount so again, not much communication....considering it’s $$ i would expect it to be more organized.

Pro: Camille is amazing!! Go see her my skin has greatly improved. They offer a large amount of amenities that I think are a very nice touch: hairbrushes, hair sprays, hair oils, hair bands, tampons, pads, shower caps, face wash, toners, moisturizers, mouthwash, and the list goes on and on! Everyone has always been very kind and polite and always willing to help.

Overall it’s a good experience and worth going to, but for the price I think there could be some...

I've been a member of Burke Williams for 7 years. As I write, I've been on hold for over 10 minutes to make a reservation, and when they do finally call back I will be cancelling my membership. Burke Williams on Santana Row reminds me of over priced Mahi Tahi's in Hawaii, at the end of the day it's still orange juice with a shot of cheap rum, but you pay $20 extra because you're drinking a Mahi Tahi in Hawaii. I'm a member and I get the fancy, cleaner and newer amenities, slightly lower price on services, but otherwise I'm constantly getting the up-sale from my masseuse right before my service. They spend 10 minutes asking me about what I'd like and the up-sale, which is 10 minutes off my overpriced massage. Then I'm kinda stressed when the massage starts because I know I've been jipped 10 minutes off my time. The massages are average and the masseuse talks the entire time, which doesn't allow me to just check out and relax. The straw that broke the camel's back was my last over priced 50 minute facial. The woman giving my facial brought me into the room 8 minutes after my time, then asked me questions for another 2-3 minutes. By the time she started the facial, we were 15 minutes into my 50 minute facial and I'd yet to have a an actual facial. She talked the entire time about her personal life, which I felt I needed to counsel. The facial felt like she was just washing my face, then she did the up-sale of $20 for a "special hydration mask I needed". In the end I payed nearly $200 with extra hydration mask and tip, for a 35 minute facial I could have given myself for $10. I never mind paying higher prices for quality, but Burke Williams is more hype than what their prices suggest they deserve. I'm going next door to have my massages and facials at Lavande's Nail Spa, where I don't have to wait 10-15 minutes for someone to answer the phone and the massages and facials are the best money can buy. They're not as fancy a name brand as Burke Williams, but peace of mind and relaxation comes when you don't feel like you've been sold a false...