MassageLuXe Saratoga Springs — Local services in Saratoga Springs

Edit: the owner reached out to me and listened to all my concerns and explained to me what happened. I appreciated how he understood where I was coming from. He got me in for a massage and it was great! Definitely changed my opinion about this spa.

As someone with over 10 years of experience in the spa and customer service industry, I was extremely disappointed with the level of professionalism at Massage Luxe during my recent visit. I called the location on October 2nd around 2:10 PM as a first-time client, looking for a same-day appointment due to back pain. I was told they had availability from 2:30 PM to 6:00 PM. I informed the receptionist I would confirm with my sitter and call right back. Less than a minute later, I called again and no answer. Understandable, perhaps they were busy. Since I was only 5 minutes away, I drove to the studio to book the 2:30 PM appointment in person. I arrived approximately 7 minutes after the initial call. No one was at the front desk when I walked in, which again I tried to be patient about. After waiting for about a minute, someone came out. I told her I had just called and wanted to book the 2:30 appointment. She then informed me that every slot except for the 6:00 PM was now taken — which was confusing considering the timing and lack of phone response. Nonetheless, she booked the 6:00 PM slot under my first name. I found it odd she didn’t ask for my last name or phone number, but assumed she had created a profile already. I arrived 10 minutes early for my 6:00 PM appointment. A different receptionist checked me in and brought me back to the waiting area. A few minutes later, she returned and asked for my last name — then informed me that another client named Aubrey had shown up for the same appointment, and they would need to reschedule me. They couldn’t even find me in the system. I was completely taken aback. I had arranged childcare, made a special trip, and had taken time for what was supposed to be a much-needed service. To make matters worse, I never received any follow-up or acknowledgment from management regarding the situation. From start to finish, this experience lacked organization, proper protocol, and basic customer care. As someone who has worked in this industry for over a decade, I can say confidently that this is not how guests should be treated — especially first-time clients. Very...

The masseuse was very nice, I didn’t have a problem with her.

However, I went in for a prenatal massage and was only told in the massage room that they don’t work out knots on pregnant massages. Fine, whatever, but I wouldn’t pay for someone to just gently rub me down if I had known beforehand.

Then, the part I really had an issue with—my husband had prepaid for the massage and gotten a deal. He paid $39 for it. However, I figured he probably hadn’t thought to add a tip so I asked to leave a tip. I asked to do 20% which is standard, but I would have been fine doing $15 too. However they charged me $24 for tip which is 20% of $120, which is not even the full price they showed me ($85, which would have been a $17 tip). I was pretty annoyed that they charged me a 62% tip instead and that’s pretty shady assuming I wouldn’t know the cost of the massage since it was a gift card.

We had already recommended their deal to friends, but I wouldn’t ever recommend them to anyone again. I am warning our friends who purchased about their tip charging practices if they see a gift card.

Editing to add since I can’t respond to their reply: Yes, I was charged a 62% tip since I asked to pay a 20% on top of what had been paid for. When tipping, people tip off of what they paid, not off of whatever rate you decide to charge them off of rather than what was paid. If I went to pay 20% at a restaurant and they charged me 62% based off the average recipes, I would be upset, as would anyone. Standard tipping is not charged off a rate that wasn’t paid, that doesn’t make sense.

Additionally, $120 was never spoken of as the rate to me. At the register I was told a monthly massage there would cost $85, never was...

I have gotten massages in many different spas, and this one is top notch. The feeling when you walk in instantly relaxes you. Everything about the place looks and feels high quality. My wife and I got memberships and are so glad we did!

I'm extremely lucky. My first massage was with Pamela and let me tell you, she's literally the best massage therapist there is. I will never go to anyone else. You can feel how passionate she is as she massages you. She knows the body so well and it feels like she can read your mind. It was the best massage I've had. She is extremely kind and makes you feel so good about yourself as she works. I cannot praise her enough. To be more specific, she used lighter pressure for me than i normally get and yet i felt better after than i ever have post massage. Normally LMTs feel how tight i am and dig into me with all their strength and i end up in more pain afterward. Pamela knows exactly how much pressure is correct for your body and doesnt overdo it. She can go as deep or light as you need and it is always exactly what your body needs. I simply let her work, didnt have to tell her a thing, and she was able to address all my needs. I highly recommend you request Pamela D.

If the rest of the staff are only half as good as her, I promise you'll get one of the best massages you can get anywhere. The other staff I've briefly met have been kind and helpful and added to the relaxing experience.

This place is worth every single penny. I highly recommend you get the membership and do...