SaLus at the JW Marriott Miami

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Address: 1109 Brickell Ave, Miami, FL 33131, USA

Phone: (305) 329-3609

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State: Florida

Zip Code: 33131

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Reviews

Last sunday, i booked a spa day at the JW Marriott on Brickell. It was a birthday present for my best friend. We have visited many spas in the past but this experience was the worse. They turned my surprise gift and excitement into a total nightmare that left me wanting to cry. It was raining really hard so we got to the hotel at 3. After valeting and having to go to guest services for an elevator key...we finally got to the spa.
We received a tour from the receptionist and then changed  in our robes. Problems: massage therapists were lousy (after being promised really great ones), service was shorten from 50 minutes to about 30 mins. My friend and i received modified versions of a swedish massage. The receptionist explained after that she discussed it with the therapists because we started late. I asked her why did you give us a tour of the facilities knowing being late was a problem..knowing it was storming outside and the pool and hot tub was of no use to us. Why didn't you discuss the time issue with us before we were served so we could have decided on a later appointment as you had more. Why was my therapist dressed in street clothes...Miami heat apparel and left the spa facility before i did. Why is it that the spa manager refuses to refund my money or even provide me with the contact information for her direct supervisor? Why is the spa manager is offering me a better therapist next time when that is what i thought I was getting when i spent $155? What does it take for me to get a refund for bad, disappointing service?

 8 years ago (22-10-2016)

This review pertains ONLY to the Spa (SaLus) - I have not stayed at the hotel itself. 

1. The Spa waiting area is in a "lobby" type area - right next to the gym, with no doors separating the treadmills and your "relaxing" waiting area. The music was a combination of soothing sounds and Rap Music emanating from the gym. Absolutely terrible. 

2. Although the waiting area is freezing, they have no hot tea. Great - thanks. Just cold water and apples. 

3. Would you like to read a magazine while waiting? Perhaps a Harper's Bazaar, Health & Fitness, or Vogue magazine? Something to help you relax? Nope, so sorry - we only have a few newspapers with the Orlando Shooter prominently displayed. Nothing says "get ready to relax" like being reminded that a mass murder occurred last week. 

4. Would you like a key to your locker? Well, of course you would - and here you go: a single key attached to nothing. Just a lone key that you can throw in your pocket and hope you don't lose. 

5. The massage beds weren't heated... so the freezing temps continued. 

Luckily the massage itself was good - but afterwards, we could not get out of there fast enough. I realize that this is a business hotel, but please, don't cal this a spa. I have been to Spas located inside shopping malls that have better ambiance than this. 

AllI can say is Ugggggggggggggggggggggggggggggggggggh!

 9 years ago (02-07-2016)

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