MassageLuXe Spa — Local services in Winter Park

So I want to start by saying the young ladies in the front were helpful yesterday and did their best with what they are able to do. So thank you ladies.

However my experience was poor. My wife and I went in February for 90 minute massages. We booked the appointment with the receptionist at the time and gave her our drivers license to set us up. On the day of our appointments we get our paperwork to sign via email and the names are wrong. My wife’s last name is listed as her first and her middle name as her last name. We let the lady know about the name issue when we arrived but still nothing was changed.

We go back to get our massages and they were suppose to be Swedish but ended up being deep tissue. 2nd mistake

My wife paid with her card before the young lady offered for us to have a membership which would be monthly and provide us with credits. We decided to do it but the young lady was unable to refund the card because her manager wasn’t present and she would have it fixed. She called us back after we had left stating she could get the refund done and they would charge the card on file. My wife wakes up in the morning and she had the charges on her card and I had it on mine. We called her bank and they had only refunded 1 but not the other.

Due to all the inconsistencies we decided to cancel the membership. They said we have to come in and sign paperwork to cancel the membership. Now when you sign up you are suppose to sign paperwork, which we were not given because the young lady had issues with payments. We show up to sign the cancellation paperwork and the manager again not in to help but the ladies helped as much as they could. They stated they would put the credits on the account and their manager would fix it and give us a call. No calls, emails or anything comes from the owner or manger with our issue.

We schedule for yesterday to use our credits and as we were booking the young lady ask what kind of massages we would like and I say Swedish. She is at the end and says so I have you down for a deep tissue massage. AGAIN WE’VE HAD TO MAKE CORRECTIONS OVER SOMETHING VERY SIMPLE! We arrive explain the situation have our paperwork and the owner states to the young lady we have to pay for the massages because we canceled within the first 30 days. However it is not stated in the paperwork under their cancellations policy. That if you cancel within the first 30 days you don’t get your credit. Also we were charged for upgrading so we should have some form of credit in general given it was our first time and we were under their introductory rates. Please see attached Cancellations Policy!

However you live and you learn. I will never go back but please be aware and cross check all information because competency lacks from...

They expect you to call well in advance before cancelling an appointment or else you'd incur a fee yet that rule doesn't apply to them canceling your appointment at the last minute. I made an appointment a couple weeks in advance to have a Facial and a massage the day before my wedding. About a week before my appointment they called me to tell me Ashley would not be available for my facial, ok I cancelled the facial entirely because I only trust Ashley to do my facials, but I kept my massage appointment. A couple days later they called me to tell me the massage therapist wasn't available but another one was on the day I requested. I was fine accepting the change. Then the day of my appointment, as I was on my way to my appointment, they called me to cancel the appointment. Literally 15 minutes before my appointment they called to cancel and they kept saying no one else was available that day.

It was such a frustrating experience, I just went home. I called a couple days later to cancel my account, was told I had to go in to do that. Since I moved recently, I didn't go right away. When I did make it there I certainly signed the paper to cancel the account.

A little while after, their office manager called me asking why I cancelled the account. I explained the situation and she offered a couple hours of services. I accepted it because why not get something for the extreme inconvenience they caused.

Fast forward I got a call from them again advising my payment didn't go through. I said yes I knew that bc I cancelled my account. They put the manager on the phone and she said she assumed I wanted to keep my account since I accepted her 2 hours of services added to my account. Advised I never signed another agreement to reactivate my account, the last thing I signed was a cancellation request. She said she wouldn't have offered me anything if she knew I still wanted to cancel the account.

Ashley was great. If it wasn't for her, I wouldn't...

I was charged after canceling plan. I called and was placed on a 13 minute hold. When I finally was addressed, I explained my plan was initiated in February and the first payment was due in March. I called prior to the first payment due and spoke with the manager, Josh. Josh informed me that the first payment due in March must still be paid then all future payments could be canceled. I was OK with that. The problem is, I have received a charge for April. I called and spoke with a woman at the receptionist desk. She was unknowledgeable, rude, short tempered and did not have an ounce of professionalism in her tone. After getting nowhere, she abruptly transferred me to the manager, after I asked not to be. The manager then rudely conducted the call with me. I had to give the whole spill all over again about being charged. Josh FINALLY explained that forms needed to be signed in order to cancel. After giving me the information in a snarky and facetious tone, he emailed me the forms to complete (why wasn’t this done a month ago when I called beats me). I then asked for the woman’s name that I originally spoke with and was told he would not give me her name because “he didn’t have to”. I inquired why and he again, facetiously stated no and hung up on me. The whole encounter was unprofessional, unnecessary, mentally exhausting and rude. Save your time, money and energy. You’ll be more stressed and tense in dealing with these people when their service is to relieve stress and pain. Clearly people work in customer service and doesn’t understand the basic concept of it. The whole staff needs to be fired and the owner needs to reevaluate if multiple customers are having the same issue with communication and...