The Spa at Harrah’s — Local services in Valley Center

This complaint is directed to the spa “manager” Jenn. We were walking quickly into the room because we were told we were "late" by showing up "right on time" in order to make it past a few people because both walk ways were blocked, so we skirted by and found four open lockers. After we all changed, we were then called by name and taken to our respective treatments. After we finished our treatments, I entered the changing room once again and found another girl from my party. After a few minutes Jenn (the “manager”), who this complaint is about, entered the room and informed me that my party had to leave. After asking why, I was informed that “someone from my party shoved another guest and then laughed”. And confused, I asked, “who did that” and she then proceeded to tell me “I can't tell you that.” When I asked for clarification in regards to who from my party did this supposed shoving, Jen responded with “I can't tell you that” again. Still confused I said, “how am I supposed to know what happened if you won't tell me who did it” to which she responded, “my attendant told me it was the one with the pink sweater and short hair”. I was thinking about the only one person in our group who had short hair and that was my sister. And so, I explained to Jenn that my sister has a medical condition in which she cannot see very well, she cannot even legally drive, and that I’m sure whatever happened was an accident and she probably didn't know that she even “shoved” someone. To which she (Jenn) responded, “that’s no excuse”. So, in this complaint I would like to emphasize the discrimination and total lack of respect with no proof as to what happened to someone with a disability. And when I responded, “why were we not informed at the time the incident occurred?”, where I was ignored and again told “You need to leave”. At this point I am still in my robe with no clothes on underneath and I let her know that I need to change before I leave. To which she replies, “I am going to escort you out”. And once again I repeated, and I quote, “I am naked and need to change”. While still looking at me takes 2 steps backwards and continues to stare at me. And once again, I said, “I am naked. I need to change”. At this point I felt very uncomfortable as she was just staring me down refusing to leave the changing room and I am now being subjected to change while naked in front of a woman I don't know who was accusing me and my group of something. I was very respectful about this whole situation, all I wanted to know was the details of the incident and what exactly happened and why we were being kicked out without any explanation or any chance to defend ourselves. We still don't even know what happened and there is no proof of anything being done other than the word of her ‘attendant’ who did not report the incident at the time, did not describe anyone in my party, did not let anyone know that anything was wrong until after we received our treatments, and gave no chance to explain or ask. And knowing that, the reason that we were even allowed to get our treatments is because their manager Jenn wanted us to still have our treatments so that we had to pay for it in the end. So not only was I harassed and treated unfairly without any explanation other than being told to vacate the premises, but my sister was also discriminated against due to having a visual impairment and disability as being told that it doesn't matter about her vision because “she had no excuse for doing what she did”. Because although she had short hair, she was wearing a gray sweater while I had an orange sweater but long hair. To which I also explained to Jenn that the description did not match anyone in my party and how was it confirmed that it was someone in my party? I was in shock by what was happening because I have been to this spa many times before and have never had any issues. I also very well hope that after this their manager receives some much-needed training in customer service and the proper way to handle any sort of incident that occurs in...

Okay, this was awkward.. I have been to many spas all over the country, some in five-diamond resorts and some just in nice or average casinos or hotels. I have visited this spa a few times, and for some reason, I block out how awkward I feel going here. Let me see if you can relate if you have been here. The check-in is okay; there is nothing extra or special. After you sign in and compete the release, they ask you if you know where to go. There isn't anyone to show you back like most spas, but that's okay I guess .. not normal but a sign to come. You head back to the locker room without an attendant, so you wander around and find the lockers. If you don't know how to use them, good luck.. so right off the bat, between feeling lost and not knowing how to use the lockers, your stress goes up a little.. but wait! You undress only to realize that the robe you are given is several sizes too small and there are no options, so I hope you're not shy! More on this coming up.. You slip into your slippers and realize they are a size small for women. You wedge your feet into them, your heel hangs off uncomfortably, and your toes throb with pain from trying to get another inch out of the slipper. Most spas ask you for your shoe size and give you a proper-sized slipper and robe. Not here and again, no attendant, so no one to ask. They are probably sitting in the other room laughing. Your stress edges up again.. You wander around a little bit, and you find the waiting room. Most spas have relaxing soft music, water, fruit, magazines, and soft, comfortable chairs that recline so you can unwind and get prepared. Some spas have several options of themed rooms while you wait. Not here.. You walk out into the hall and are prominently displayed to every guest as they wander the halls looking for haircuts, nails, or back rooms. This waiting room is coed with chairs you would find in your Drs or dentist office. They are hard, full straight up 90 degrees, and with your undersized robe and shoes, you feel like you are an awkward teen who didn't get to go school shopping this year and waiting to see the principal while all the kids in the hall pass by and laugh. Your stress level rises one last time. Finally, you are called to the principal's office and disappear into the darkness. After your desired therapy, you are left to find your way back to the locker room with no thank you and the standard glass of cucumber water. This spa is not cheap but the experience is. Hard pass. The only reason I didn't give it a one star is the therapist was okay. Please get attendants, get options for robes and slippers and for goodness sake put some doors on the waiting area, get some spa type chairs and fix the ambiance. Easy fixes that will...

The “spa” is somewhat aesthetically pleasing but it’s limited and isn’t a full spa. There is a small salt water bath (which a man was shaving in 🤢), a steam room, and a sauna. The relaxing room is super lit up with basic chairs that do not even recline or are in a reclined state.

Usually spas have small snacks and drinks; here they had water and tea. They didn’t even have honey for tea. We asked about champagne but they do not have an alcohol license.

The robe is one size so if you’re bigger or smaller than average the robe won’t fit. Same with slippers. The robe is basically a cheap towel sown into a robe. The showers are basic and small. They had laid down towels as mats. So cheap.

There is Shampoo, conditioner, body wash, lotion, hair dryer, toilet paper, tampons /pads, tissues. No hair caps, no razors, no q tips, no hair brushes. People had to ask the staff for items to which they didn’t even have.

The showers were so complex to operate and no one tells you how. There are 3 stalls and 1 was broken. Which made showering a waiting game. The hair products are cheap and dry out your hair. Everything is so basic and not worth the price they charge. The hair dryer was the cheapest most basic hair dryer without even a cooling option. You basically have to bring everything here except toilet paper lol

There is a co-ed lobby to wait for your treatment , where people walk on by and watch you in your robe.

Our massages were great. They are a little unconventional in the sense that they do stretches while massaging. Nothing to complain about the massage portion. They actually massaged glutes and under arm area which a lot of spas usually stay clear of.

Upon check out, we were told over the phone there was a military discount. The discount was 15%.

Overall, would not come here again or recommend. The price is not reflective of what a cheap place...