I had the worst spa experience of my life at The Spa at the Mandarin Oriental hotel and I am a spa regular. My two friends and I were in Miami for a girl's weekend and wanted to have some spa time. We looked at reviews and decided on The Spa. Our appointment was at 5pm for 3 people. We were told to be there 10 to 15 minutes before. We arrived at the hotel 10 minutes before, but by the time we found the spa, it was 4:55pm. We then checked in and were told to wait in the lounge/lobby area until someone came to get us, which we did. We then spent 20+ minutes in the lounge chatting, looking at items for sale, etc. Several different staff members approached us suggesting items that we could buy, but no one came to escort us to our services. Finally we asked and the led us to the changing room, where we were told to "take our time" and when we were ready to go to a specific area. We quickly changed and went to the area where we met our service providers. At this point, we were all told individually that instead of the hour service we booked, we would only have a 20 minute session because we started late. I wasn't even told until my massage was over and I asked why it was only 15 minutes vs the 50 that I had booked.
This was ridiculous! We were there on time and no one ever said that our time started then. In contrary, they told us to TAKE OUR TIME!!!!
When we discussed with a manager, he said the only thing he could do is take 20% off. So I paid $128 for a 15 minute massage! Then on top of it, they charged us 20% gratuity!!!!
I will NEVER go back there and hope others see this review so they don't have the same experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.