AWAY Spa Dallas

I was gifted a Groupon for a facial and massage and my husband was there for a massage as well. We had the most amazing experience yesterday. From the minute we checked in, to the moment we checked out, the customer service was exceptional! For my facial I had Kara and she was amazing! My face has never felt so smooth. Kara provided impeccable service! For my massage, I had Jaime and his hands are truly "magic"! He had no problem adjusting pressure to my liking and by the time he was done I felt completely and utterly relaxed! When we were done with our services, we were able to enjoy a few drinks at the rooftop pool. This was a perfect "blissful" day!

I recently spent a day at the spa at the W Hotel in Dallas, and while there were some enjoyable aspects, there were several disappointments that overshadowed my experience. To start, the 50-minute massage I received was indeed therapeutic and skillfully performed by a seasoned masseuse. However, I found the price to be excessively high for the overall value offered. The hotel and spa itself felt quiet and clean, but it appeared dated. The small ladies' locker area reminded me of an older cruise ship, which was not quite what I expected. Additionally, some areas exhibited dinged walls and cracked finishes, detracting from the overall ambiance. On the positive side, I appreciated the complimentary shot of immunity and refreshing watermelon water upon arrival, and I found the amenities to b

Booked over $500 in spa packages for my birthday, and the experience ws subpar. The amenities were nice--steam shower, locker room amenities, robe, etc. Staff, lacking. I told my masseuse the areas I wanted her to focus on for my 2-hour massage. Around 1.5hrs through when I realized she didn't address my areas as requested, I asked if she was going to go back and expressed I needed extra attention in those areas, and I felt she got an attitude with me asking, and applied unnecessary pressure, resulting in me being sore in those areas for days afterwards. I even said "OW" as she did it, and she didn't acknowledge me or apologize. I hate that they automatically added gratuity because I was very unhappy. Then for my facial. The tech asked me what my concerns were, I told her, she wrote them

The place was dirty. Hair and dust everywhere. No towels available. The hot sauna and “wet” shower sauna was disappointing. They both felt small and claustrophobic. I don’t know when they deep clean the dry hot sauna, there was dirt in between the cracks and crevices and next to the coals. There are no other amenities to enjoy while you wait. The massage was mediocre. They forgot to give my friend her champagne. we had issues trying to check out because our reservations weren’t correct with a new person. It just wasn’t a good experience. Although the staff was very nice, me or my friends will not return.

Upon arrival I booked a message at the spa for the next day. Unfortunately, my back went out and I ended up at urgent care prior to my message. I called to let the spa know I was having a medical issue and was advised by the physician to not have the message. The manager was completely unwilling to work with me to move it to a day in the future without charging me full price for the massage that day AND me having to pay 50% for the future massage. I understand having policies, but to treat customers with outstanding circumstances that way is a great way to lose them.