The management at this spa is atrocious. And to top that off, the spa is VERY un-relaxing. The "waiting room" is located in the middle of the door to the pool and the gym. So, while one sits naked in a robe, kids are going by, men are jogging on treadmills, and anyone and everyone sees you in a robe. It is what I would call the opposite of relaxing. To top that off, the management is terrible and is NOT the same management as the JW Marriott hotel. I made 3 appointments for my mom, my sister, and myself. All appointments were made at the same time. When we all arrived, together and at the same time, we were told that the appointments were made an hour and a half apart from each other. Well, we could not physically stay that long nor did we want to wait 2.5 hours in the "relaxation" area. So, I asked to speak with management. The manager would not speak directly to me and instead, speaking through her employee, assured me that the person who made the appointment is very professional and didn't make a mistake. I finally was able to speak directly to the spa manager only after i asked for a refund AND to speak with her. She spoke to me in a disrespectful manner: not allowing me to finish what I was saying, raising her voice unprofessionally, and telling me to stop "yelling" at her. I then told her I was going to speak to someone above her since she cannot handle her own costumers. It wasn't until I spoke to someone directly with the hotel that the situation was dealt with. I later found out that JW Marriot does not manage their own spa, which is definitely the reason for the discrepancy. I do want to note that the non-management staff is very friendly and felt very bad. I took off time from work, waited 2.5 hours, and left very unhappy. There are better spas in the Brickell area. For example, I had a wonderful time at the Mandarin Oriental. Although a little more money, it is worth is when compared to the overpriced crap you get at the JW Marriot.