I am a frequent visitor to Miami Beach, and was recently given some gift certificates for a massage at this hotel. I have not stayed as an overnight guest, but am only reviewing the spa experience.
the customer service is very poor, and I never felt pampered here. In fact, the stress level rose as I was frustrated with the way I was treated. No basic spa etiquette for anyone who has been to a standard spa facility. They do not ask about medical problems, or problem areas, previous surgeries or sensitive areas. They don't do basic things like greet the clients, offer refreshments or even a place to sit while one waits for the appointment. One staff member barely acknowledged my existence. One massage therapist clearly did not know the proper way to conduct a massage--did not cover body areas that were not being massages, there was no pressure (nor did she elicit the client's comfort level), I was not massaged in the supine position (only prone), there was constant opening and closing of the door of the massage room. The phone is easily heard from the massage room. Another massage therapist was much more professional and attentive, but unfortunately, the massage itself was still not of a professional standard.
this is not a high end facility, so I didn't necessarily expect a luxurious experience; however, on more than one occasion, I felt I was treated unprofessionally or even with basic decency (exceedingly hot and humid outside, no offer of a seat or water).
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