My experience with Ensenada Massage was mixed. The massage itself was fine, and I want to give credit where it's due because the entire staff was exceptionally friendly, professional, and welcoming. From the booking process to the driver and massage therapists, everyone we interacted with made us feel comfortable and well cared for.
The main reason for my lower rating is that some important details were not clearly communicated when booking. We reserved a 90-minute massage, but it was not made clear that the transportation time to the spa was included as part of that 90-minute service window. Between the drive, check-in, and changing time, the actual massage treatment was noticeably shorter than the 90-minutes we expected based on the advertised service length. This was especially confusing because the couples massage without transportation was listed as a 90-minute massage for $174, while the option that included cruise port pickup and transportation was $189. Based on the higher price, I reasonably assumed the additional cost covered transportation and that it would not reduce the actual massage time.
Additionally, the website indicated that the 9:00 a.m. pickup option included complimentary hot stones, and I was also told this during booking. However, hot stones were not incorporated into our massage. While this wasn't a major issue for us, it contributed to the overall feeling that the service didn't fully match the advertised offering.
To their credit, after they requested feedback and I responded with my concerns, management responded promptly, apologized for the confusion regarding both the service timing and the hot stones, and stated they would review their booking information to make these details clearer for future guests.
Overall, the massage itself was fine and the staff was wonderful, but hopefully this review helps others and there is better transparency around what is included in the advertised service so guests know exactly what to expect. Specifically: "Thank you for your feedback. We truly appreciate you taking the time to share your experience. We apologize for any confusion regarding the service time and the hot stones. Your comments are very helpful, and we will review our booking information to make these details clearer for future guests." read more