Adventurer815055
Oct 2022
First, the heated pool and massages were both great! However, service falls short of my expectations for a spa at this price range. I went with 5 friends as part of an overnight stay on Governors Island and we all agreed that service was lacking.
The staff checking us in were unpleasant, so we started on a sour note. Although I was told by both the spa and the nearby Collective Resort that we'd get a 10% discount due to their relationship, the staff refused to give us that discount. They claimed it was because we booked a "package" of the spa entry plus massage. However, they also admitted that it is not possible to purchase a massage without buying the spa entry. So basically we could only get 10% off if we bought something they do not even offer for sale?!?
The staff offered no information on the layout of the place or it's offerings. There is no staff in the locker room & no extra robes or towels...so we went to massages with wet robes after the pool, on a cool Fall day. When showering, towels can't be hung near the shower (which only has a curtain), but remain at the shower room entrance. Many self-treatment areas are shared surfaces and we saw no evidence of a cleaning staff around between uses.
On a positive note, if you enjoy sitting in a heated pool with an amazing view of the city, that part is incredible. FYI, the pool is not really for swimming laps, as it is too warm and crowded. And it's also not a hot tub.
Sauna rooms were nice. We didn't use the steam rooms.
I realize my post contains small "first world problems" -- but if you are paying these prices, it's fair to expect better service. I don't plan to go back.