Beautiful establishment, but rude ungracious management.

I won a gift certificate for either a facial, Swedish Massage or Reflexology about 10 yrs ago and they still honored it! I read all the reviews and was skeptical about going, but figured since it was free, I'd go. I made the appt well over a month ago and arrived 20 mins early accordingly. At first the receptionist didn't know what to do since she hadn't seen the gift certificate before, so she got her manager who in turn, spoke to the Director and he honored my gift certificate. I asked if I was expected to pay a gratuity, but was quickly told that my certificate included a tip. Woo Hoo! I was lead into the Spa, and greeted by another girl so showed me where to change. She handed me a robe and rubber slippers (I brought my own flip flops just in case) and off I went. Much to my surprise since I read all the reviews, the Spa was quiet and clean. I got a wonderful 50 minute massage by Melissa, who hones her craft. After my massage, I used the sauna, steam room and jacuzzi. I also used their gym (ran 3 miles on the treadmill) and went back to use the sauna, steam room and jacuzzi before leaving. All in all, I was there 4 hours and it was well worth saving that gift certificate all these years. Please know that it's the casino Spa so they are pricey, but for free - they gave me the experience as if I paid. read more

These 5 stars are for Susan and the BEST EVER Swedish massage I have ever had. I am so relaxed I waved my credit card over the door lock instead of my room key. If my brain wasn't complete mush I would go in to more detail. Susan if you're reading this, if I had a million dollars I would give you a $900,000 tip. read more

Although the clinician who performed my treatment was great, she could not make up for my dissatisfying experience. The robes were dingy and stained and certainly below the luxury that I expected from a spa of it's purported caliber. With all of the fine spas in the area, this one cannot even come close to competing. I certainly will not be returning. read more

Totally disappointed in the attitude and customer service from the front desk staff. Myself and 7 others came for a spa day. My youngest sister is 17, and apparently she isn't allowed to enjoy the hot tub, sauna etc since she is under 18. We were not notified while booking and would have chosen to go elsewhere if we knew this was the case. Manager, Kimber "took care" of this situation very unprofessionally and was incredibly rude to me and my family. She stood and waited for my sister to change in the common area instead of giving her a few minutes to come out. It was totally uncalled for. When asked for an explanation the response was "it's a liability" repeatedly which for me wasn't enough as a paying customer. The reservations were also messed up for the friends that were with us so she had to get a facial instead of the massage she called and made a reservation for. The rest of the front desk staff was also below average in friendliness. The massage was good but I won't be returning to the spa here unfortunately due to very poor customer service. Foxwoods spa seems like the way to go!! read more

My wife and I have been here numerous times over the years , I must say something has changed. The price is on high side but if the massage is awesome then it's all worth while. The last time we had a couples massage it was the absolute worst massage my wife and I have ever had. We both had inexperienced young rude masseuses. The massages were weak where you expect it to be rough and rough where you expect it to be light. I ended up with multiple cramps (first time ever). We have much better experiences at our local spa for less than half the money. Now I must say you have to ask for Susan if you do book a massage. She has given me some of the best massages that I have ever had. We are visiting the casino next week and we are going to steer clear of the spa. read more

Do yourself a favor and AVOID this salon. The staff are extremely unprofessional and they have terrible customer service. Seriously, stay away. read more

We stayed at the casino overnight and I booked an 80 minute Swedish massage. The massage itself was very good and the massage therapist did a great job. I was disappointed with the caliper of the facility. It seemed like the attention to the small details were not there. The robe that I received was clean but it looked old and dingy. In my opinion, the locker room area was slightly run down. The lockers looked like they had been pried open in the past with gauge marks by the locks. I noticed that there were no cold face cloths and drinking water in the locker room areas like many other spas that I've been to. Also, in the waiting area for my massage, the tea selection did not include decaf or herbal teas only caffeinated options. I've been to many different spas and this one just didn't hit the mark. In summary, I expected a little more especially for the prices and being at a resort casino. read more

Me and my BF had a couples massage and we loved it. Best shoulder and neck massage i have had by a man by farrrrr!! The leg massage was great too. Everything is very clean, and the staff is helpful. I didnt like that they included the gratuity after the services. If i had a bad experience they still would have made $50 off of us... Didnt like that. Tips should be made on your experience with that person, not on what the spa decides. Oh and they should have hair ties and brushes available for use like the rest of the stuff they had out, after your treatments. Shouldn't have to ask! read more

I was at a conference at Mohegan Sun two weeks ago and popped in for a shellac manicure on 10/15. The young lady working on my nails asked one question "how do you like your nails?" and told me to pick out a color. Not that I want a lot of conversation, but I do expect some bit of chatter - or feigned interest. The manicure consisted of her dabbing on cuticle goo, giving a quick file to my nails, pushing back the cutlicles with two shoves to each nail, applying the laquer and a very brief massage. Hoeny, for $50+, I expect a wee bit more service. And I certainly expect the shellac to last more than 5 days. Verry unhappy. read more

I was contemplating purchasing a package from travelzoo or $129 for $200 worth of services. The kicker which dissuaded me was the mandatory service charge of 20% tacked onto the bill. What a nerve. First lesson Elemis manager is tipping is not mandatory but optional and most are 15%. So no way.. however I stopped in at Elemis when I visited Mohegan yesterday and went to ask them about this. There was an airhead at the front desk of the spa who told me to ask the spa concierge about the mandated tip.. but when I saw the brochure it had over inflated prices for every service so the travel zoo deal I decided is not much of a deal at all.Declined. I never went to the concierge because i figure they will be stupidly snooty and reiterate their service charge policy no matter what i said. read more

The staff is really nice but other than that, there is nothing exceptional about this place. It is extremely overpriced and seems a little rundown considering how pricey it is. The deep tissue massage was not deep tissue at all and the 50 minutes was more like a half hour. I've been to several day spas in my area (Albany, NY) and go to one almost every time I travel. The services are much nicer and almost half the price elsewhere. I am totally fine with tipping, however, having worked in the service industry for years, I know that when a tip is a guarantee, you have no real incentive to provide exceptional service. With that being said, I spent over $400 for a 50 minute massage and a facial with glycolic peal and left wondering why I even bothered..... read more

I have visited this spa a few times because of the "great deals" that keep coming up. Yet they always end up being too good to be true. Lesson learned. The services are so-so. The front desk people are disorganized, somewhat rude, not accommodating and there is a major lack of communication throughout. The facilities are decent. The prices and "service fee" are high. They treat people with deals (LivingSocial, Travelzoo differently - it is as if it annoys them.) read more

My first trip to Elemis Spa using a travelzoo.com voucher was not good. The massage I received was not as advertised but the Spa Manager made it right comping me my next visit all except the gratuity. I've been twice more since then with Spawish.com gift certificates and a new travelzoo.com deal. Toni is an amazing massage therapist and does a great job relieving all my aches and pains. The men's spa is very nice and clean. The lockers are typical Spa Size. Nice big sink area to take care of grooming needs. They provide razors and shave cream if needed. They also have combs if you forget yours. They have two private rest rooms to handle your business. The showers are large and very nice. They have a sauna, steam room and whirl pool in the mens area. I'm not a steam guy but the sauna is really nice. The whirlpool is hot and very relaxing. I need to bring a book with me next time I visit and sit it in for more than 5 minutes. The staff is great at the front desk and in the mens locker room. I wish I could go more often but it is expensive because of all the great services you get and the people who are there to assist you. Oh and the mens lounge area to relax and wait to be picked up for a massage is nice too. They have snacks, fruit, fruit juices, coffee, and water. All of which are great. They have hotel TV so not the best channel selection but it'll do. They have been very punctual my last few visits. If they keep putting out coupons I'll keep snatching them up. I think it's a great value because if you don't wan to abide by the deal rules you have to pay full price. I'm sure not everyone wants to have to follow the deal rules so they do end up paying full price. I would recommend this spa to anyone looking for a nice relaxing time around the Mohegan Sun area and it's just a short ride away from Foxwoods. read more

We visited the Spa yesterday during their renovations, they are offering an interim menu and we went ahead and booked a couples massage and pedicures. The massage was decent, it was obviously in a hotel room, headboards are still on the wall and wires everywhere, the staff was good though and the massage was nice. But at $140 a person I definitely expected more, even during their "interim menu" but then we went for a pedicure which was horrible, we were literally in office rolling chairs and had to hold my legs to keep the tub from rolling. It was not a "luxury" experience at all. I called to talk to the manager, I did not receive a call back and after my third call was finally able to speak with someone. She offered me 15% on the pedicure (7dollars), on a $450 bill. I said that I would prefer a comped service so she gave me 20% on a future service. We went here hoping for a luxury and what we received was barely mediocre, their prices are incredibly unreasonable for the level they are currently operating at. read more

I usually get a massage here early in the am, before I check out of the hotel, and my experience with the spa has always been wonderful. The staff is friendly and attentive and the whole place is clean and comfortable. The waiting room is awesome...the fridge is always stocked with beverages and you can sit forever with a fresh cup of coffee reading a book or a magazine before or after your treatments. It's truly relaxing. If you have extra time be sure to use the jacuzzi and sauna...more bang for your buck, as you can book a 50 minute massage and still spend hours enjoying the spa. Love it! read more

I am a frequent massage person and there are several things to take into consideration. The physical set up, the staff, the masseuse and the accommodations. The physical set up was nice. Locker rooms were comfortable and they were in close proximity to the sauna, steam room, whirlpool and showers. All of which are set up well. I got there early to chill out in the quiet room and relax before the massage. They offer juices and beverages while you wait. The masseuse came for me and I was ready. The room was nice and it was quite warm when I entered . I prefer it to be not so warm and she immediately turned the heater off on the table after asking me questions about what I like and do not like during my massage. She was very good and professional and on a scale of 1 to 10 her skills and experience was an 8.5. It was a very good massage. She concentrated on my hips, glutes and hamstring as well as my back and neck. She was a bit chatty and usually I prefer not to engage and just to relax but it was ok. Overall just what I needed. So why don't I give this place a better score? The support staff needs training. The bathroom was dirty. The steam room was full of old towels and water bottles on the floor. The showers were not wiped down, the sink counters were dirty, the serving dish with cold rolled up wash clothes was empty and the attendants were not easily available. The cost of a 50 minute massage was $135 plus they automatically add a 20% tip for total of $162. I understand that I am paying in part for the facility and the support staff as opposed to a Massage Envy. But in this case, because it was not well kept, I felt I overpaid and was disappointed. read more

I thought the spa at Mohegan was really great until I came out of the sauna and (trying to be quiet) I held the door and had it slam shut on my finger breaking it. It really hurt and I obvously could not enjoy any services. They gave me a cup of ice and said they were ready for my facial and it would be three more hours if I did not keep my appointment. I had prepaid and they would not give me credit and just said that the door to the sauna had a suction which shut it. Sorry. Now I am out over $500. for a painful day which lasted six weeks. read more

Was in town for a conference at Mohegan Sun and decided to take advantage of their $99 special. I had a 90 min swedish massage by therapist Chris. She was great. I was surprised that the wheels on the therapist chair was so noisy. It actually startled me each time my therapist relocated it. The tranquility room was lovely and well-stocked with a variety of beverages, fruit and individually packaged trail mix. Spa treatments entitle you to a full day's usage of the jacuzzi, suana, steam room & lockers. Check-in was seamless but Because I had to wait so long to checkout they gave me a free pass to enjoy the amenities on another day. read more

I never write reviews, however I felt compelled today after me and my husband's ordeal. I booked a couple's massage for my husband's birthday. We were running late due to a long line at check in-Mohegan Sun Hotel. While in line downstairs, I called the spa which is on the 3rd floor at the hotel to tell them we were in the lobby and on our way up stairs. The woman stated to come up ASAP. We went upstairs (5mins. late) to the spa, and while waiting in line, my husband and I witnessed the desk clerk speaking with a customer very argumentative and rude manner. (This should have been our warning sign). We were checked in and rushed to the back to change clothes (robes). However, when the massage therapist can to retrieve us for services we were told that our complete services could not be done to the time. This was shocking to me as the Manager, Donna who checked us in never stated that we were not going to receive our Full Service package. When I asked to speak with the manager, she refused to come back to the locker room. I then went to the front desk with the robe on (for the sake of time) to ask what was going and why did she not tell me and my husband this when we called her , while at the front desk. She became upset, because I questioned her intent.....which was to lure us into receive some services without telling us truth. We both decided not to have less services for our money. The service desk staff and managers, Donna, George and John were rude and condescending. SAVE YOUR MONEY IT IS NOT WORTH THE TIME AND DIGNITY! read more

Worst costumer service Ive ever had. I have been many times to Elemis Spa at Merrick Park but this will be my last. I had an massage scheduled with a specifix therapist. When I arrived a different therapist greeted me and when I asked what had happened with the therapist I was scheduled with she casually answered "she is giving a facial" afterwards the massage had no pressure, it was a Swedish massage but it was more of a light caress than anythinf and when I asked the therapist for more pressure pls shwe said she couldn't bcs of her hands and arms. While i was waiting in the lounge when I first arrived, two women where having a conversation and one of them was conplaining how she did not like her treatment bcs she didnt feel anything during her massage and when she asked for more pressure her therapist said not bcs of her hands and arms which means i was placed with the same person this women was complaining about before me. I ended the appointment early and asked for manager at front desk. Both girls at front desk said the manager was not in. When i asked when would she be in they both said they didnt know, so i sarcastly commented well how is it possible you dont know when she will be back, their answer "she walks out and says ill be back later, so we dont know". The manager called me an hour later and explained she actually was in but was in a meeting. I proceded to tell her about the massage and the last minute change of therapist without warning, an apology or even letting me know beforehand... her answer was "well even if you where scheduled and confirmed with a specific therapist for your treatment if someone else requests her then we dont need to let you know about the change" i was surprised by her answer and told her that it was not acceptable to have such bad costumer service overall and she said "well if people are happy they willcome back to the spa if not they wont" I work in the costumer service industry and her answer shocked me, she was so rude and could have cared less, no wonder the spa has gone downhill. With this manager running things it is no surprise the 2 women at the lounge complained to each other and said they would not be coming back any time soon... and i definitely never will either. If you are planning to boom a service with elemis merrick park ask if Raluca Iftime is still the manager there, if so save yourself a bad experience, dont waste your money and go somewhere else. read more

I was in the mandara spa for a massage I have never had such poor customer service in this environment in my life. Had a coupon left in my room the red head at the counter wanted to argue as to which spa they were elemis or mandara???? She said they were not affiliated with the hotel and I told her hotel concierge is encouraging this coupon for here When I got there and after all of this bs I walked outside to call concierge again the manager follows me out the door and tells me the clock is ticking the time I'm on the phone is cutting into my massage. Excuse me don't worry about me Worry about your shotty work ethic! I walked in to get my money back the sweet massage therapist grabbed me and ensured me this will be worth the experience. She was amazing but this experience for the caliber of hotel and the price of this thing was a huge disappointment! As I left I made another manager aware of the situation and she made right by the coupon I won't recommend this place to anyone! read more

I booked a Classic Pedicure and was very disappointed. I have had many pedicures and used to work at a spa and for the price (prices for ALL services are outrageous) I expected a lot more. First of all, no where on the website does it describe what the Classic Pedicure entails- my mistake. Thinking it would be a traditional pedicure (soak, cuticle care, exfoliate, massage, polish), there was barely any cuticle care. I specifically asked for extra exfoliation on my callouses since my feet get really dry and didn't mind if it was an extra fee. My feet were left in the same shape they started and she barely scrubbed them. Normally, I would think the nail tech would like an upgrade, but she seemed like she wanted to do the bare minimum. There was no massage involved whatsoever. Very disappointing, since most people look forward to this during a pedicure. They did wrap my feet with some sort of cooling mask with warm towels over which was nice but more time they didn't have to be working. They didn't rinse it off after and my legs were left feeling sticky and I couldn't wait to shower when I got home. I could of gotten a much better pedicure for half the price somewhere else. I don't mind paying extra for luxury but this was far from it. read more

I've come to this spa three years in a row as a thanksgiving weekend celebration with my family. The service was always basic however this year I was completely disrespected by the staff, specifically by a blonde women named Donna who I believe was the manager. Me and my family purchased day passes which consists of full use of the spa including the jacuzzi, sauna, steam room, and the lounge. When first shown around the spa we were told the lounge had snacks, drinks and couches for us to relax on. However after sitting on the couches for about 15 minutes me and my family members were told to get up because people who paid for "services" (facials etc.) requested a place to sit. The woman also made an announcement to everyone in the lounge that she was going to have "the day pass people leave so people waiting for services could sit." I have never felt so disrespected by an establishment and discriminated against in my life. My family and I are hispanic while the women complaining about seats were white. Needless to say I will never give my money to this establishment again and if you like to be treated kindly and with respect when you pay good money for services, I recommend you avoid this spa. read more