The Spa At Montchanin Village — Local services in Wilmington

UPDATE: I have called multiple times and left messages, I have emailed two different addresses (spa and front desk of Inn) with no responses. I also spoke with several friends after this event, and they explained they also had horrible spa services and got their money back.

I am writing to express my disappointment with the 90-minute massage I received during my recent visit to your spa. This was my first experience at Montchanin Inn and Spa, and given its reputation, I expected a much higher level of service. Unfortunately, my experience fell far below the standards one would anticipate from such an esteemed establishment.

From the start, I felt neglected. When I arrived, neither the front desk staff nor the massage therapist standing nearby greeted me. I sat down and waited to be acknowledged. Once they did, I was led to the waiting room without being provided a robe or slippers, despite every other guest in the waiting area being appropriately attired. Only after I flagged down a staff member did I receive a robe, at which point I was told the front desk employee was new.

The waiting area atmosphere was also disappointing. With no music playing, guests were left listening to the staff’s loud conversations, which included cursing—something I found highly unprofessional and inappropriate for a spa environment.

When my massage therapist finally greeted me, the service began 15-20 minutes late. During the massage, the therapist left the room four times to retrieve equipment she hadn’t brought in initially. Additionally, she frequently stopped to blow her nose loudly, disrupting the session and detracting from the experience. Since the spa’s music system wasn’t functioning, she played music from her phone, which initially seemed fine. However, on three separate occasions, she had to stop the massage to change songs because inappropriate rap/hip-hop tracks began playing.

The massage itself was far from relaxing. The therapist’s techniques felt erratic and unpracticed, and the overall service lacked the professionalism and expertise I expected from your spa. By the end, I couldn’t wait for the session to be over, which is the opposite of how one should feel after a massage.

I’ve heard wonderful things about Montchanin Spa, and this disappointing experience was surprising and frustrating. I hope you will take my feedback seriously and address the issues I encountered, as they reflect poorly on your establishment. I have emailed with no response. I want a full refund. I will...

Bad experience, wrecked my birthday surprise for my boyfriend. A couple months ago I booked a couples massage for us for October, had to pay 50 bucks at time of booking because I had never been there before. Ok, no problem. Called about a week ago and paid upfront for the balance of the massage. We arrived yesterday, we were greeted, everything is great. My boyfriend is shown the men’s locker room where his robe was and slippers would have been, except they didn’t have any, (first faux pas, they knew we were coming and were not prepared)and was told to wait in the waiting room when ready. The same for me with the woman’s locker room. I had slippers. I’m all set, on my way to the waiting room and I’m stopped. The massage bed in the room we were to be in broke due to the prior massage where the person had to turn over a lot because it was a long massage. I was asked if separate rooms were ok. I said it was up to my boyfriend, it was his gift. We thought maybe we’d do that or reschedule, but I was really annoyed and was not going to enjoy a massage in that state of mind. He also didn’t want a massage in his own room because that wasn’t what the gift was supposed to be. We were offered side by side pedicures. Really? What? I got my money back and will not be back ever. I asked why I wasnt called and told this. Well, because they thought they could have it fixed on time. Wrong answer. They should have called me as soon as they knew it broke and let ME the customer make a decision about whether to cancel or not. Instead they let us get changed and ready for disappointment. What part of couples massage makes someone think a separate massage would be ok? Why mislead us by having us get ready for what they could not deliver? Why was the bed in a state to break? Bad bad bad...

Came here on Friday 11/10/17 to get spa treatment. Hubby bought me $400 worth of Spa services. Amanda the manager said the appointment was for Saturday not Fri. ? Which was incorrect, My husband booked it for Friday my day off! He knew Saturday I would have been working. So, instead of the staff admitting they made an error in booking the appointment. They tried to blame the customer! Of course, they wanted to book me for next week. Unfortunately My birthday is the week. So, I ask for my money back. Which takes a few days to hit back on the card. The part that really pissed me off is the receptionist, tried to imply my husband was wrong and would not give me her name when I ask her? Unprofessional. Before I left I ask for the owner name. After I left, I called back and ask for the general manager contact info and she answered the phone. So, Yvonne you unprofessional front office worker, the next time you try to argue with me and then refuse to give me your name. Make sure you do not answer the phone! The real kicker is i brought my film equipment to video me getting service to post to my Facebook Groups. Well, the next product review segment will be about the service today! Business owners watch your doorman that can make your business or cost you...