This hotel is nice, consistent with Marriott standards. But do not waste your money on the spa. I booked a 75 minute Swedish massage there last week with a massage therapist named Michelle. The room was very pretty and clean, playing nice spa music, and they use nice smelling essential oil blends. However, the massage basically consisted of the massage therapist rubbing oil on my skin for an hour, which I could have myself done at home. I asked her to apply more pressure, she replied "ok", but continued to stand there and just rub oil on my skin, no pressure, no muscle work at all. She clearly did not want to work, and I just wanted to leave at that point because I was bored.
When I went to pay, Michelle asked how the massage was. I told her that if was not what I had asked for - I didn't feel as if I had even gotten a massage at all. Her response: "Well it's a Swedish massage, so there's no pressure, and there is an automatic 20% gratuity." How's that for customer service? I paid and left because I really just wanted to get out of there and did not feel like arguing about it.
I've had plenty of great Swedish massages, so blaming her lack of effort on the Swedish massage technique was a pretty lame excuse. I left two messages for the spa manager and was told by the staff that the manager is also the owner and is rarely at the spa (which explains a lot). Finally, a week later, someone named Tatiana calls me back. She said she owns a company that manages several spas, including the one at the Marriott. I tried to explain to her what happened and that I was not happy with the service or the treatment I received. She was very defensive and had an attitude from the beginning, and told me "I know how to hire massage therapists. I manage several spas and all the therapists I hire meet my standards." She also tried to blame the crappy quality of the massage on the fact that it was a Swedish massage. I asked her why the spa still demands a 20% gratuity when someone is not happy with the service. Even after me asking that question she never made any attempt to correct the problem and clearly had no concern for customer service. Finally, after I explained to her that customers have a legal right not to pay gratuity when they are unhappy with the service, she agreed to refund my 20% gratuity. Wow.
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- Also Known As:
- Jw Marriott Miami Hotel Miami
- Miami Jw Marriott
- Marriott Miami
- Miami Marriott