Such an overpriced disappointment. Customer service was abysmal, staff was rude and unhelpful and my massage was poor at best. It is criminal that what they charged for the day (est $350 for massage service and entry) vs. what I actually received.
When we arrived at the spa, we were rushed and someone just kept yelling at us to stand on the line marker they have; there were like 6 people behind the desk, doing nothing. Because of the timing with the ferry, we had about 20 minutes to spare from arrival to the start of our massage appointment. This should have been enough time, had there been any efficiency at check in. Once we got squared away, we were told to go to our lockers, change quick and hurry down to the massage therapy room. They gave us no direction as to where the lockers were (this place is kind of a maze with multiple levels) and there was no one available to help. We could not find the correct lockers in the short time we had, so we had no choice just to go to the massage area in our street clothes, with all of our stuff. Not a very relaxing way to start the day. Once we got into the room, it was a fight for them to give us a robe to leave with. Apparently it is against policy to provide an extra robe. The logic is because there are robes in the lockers. But when you canāt get into your locker, the policy should be moot⦠(and to be honest, for the cost of this place, they really should give their customers however many robes they want, without rude pushback!). After the massage was over and with some management intervention, robes were provided, so as to avoid having to put back on our street clothes.
The massage itself sucked. I get massages often and this was on the top 3 list of the worst I have received. Apparently it is against policy (another stupid policyā¦) to apply any kind of deep tissue pressure so my massage therapist basically pet me for 50 minutes. She also neglected to massage my neck, shoulders or head. It also felt like she was running out the clock. Like she spent more time organizing her lotions and fluffing the blankets than she did actually massaging me. Also, itās February in NYC. Itās cold. The treatment rooms are cold, and the table is not heated.
After the massage, the pools and sauna were fine, nothing mind blowing. It was a cold day and the wind whips off the river, hard. There is no barrier between the pools and the river, so it is double cold down there. Once we finally got our robes, we were shocked to learn they did not have pockets; there was no where to put your phone, towel, or anything else you want with you for the afternoon. I stored my phone in the hood of my robe (probably not the best choice but my only option). The wind flung my phone out of the hood and I couldnāt find it anywhere. I asked the life guards and customer service for help looking for it and/if anyone turned in a phone, but everyone was rude and unhelpful. Fortunately, I found it in my own, but this isnāt something that should have happened in the first place.
When it was time to leave, my locker would not open. We were on a time crunch to catch the next ferry back. I had to go downstairs to the desk, in my wet bathing suit and robe to tell them it wouldnāt open. The girl assures me she will send someone up right away. 15 minutes go by, Iām still wet and cold with no locker access. I had to go back downstairs again (there are no locker room attendants) and the same girl was down there and clearly forgot about me. I was finally able to access my stuff and get out of there
This whole experience really left a bad taste in my mouth. I was so looking forward to a relaxing spa day and was met with rudeness, poor service and weird policies. Save your time, money and sanity- do yourself a favor and go to any of the amazing NYC spas that provide top notch service AND do not require the extra inconvenience of a ferry.