We haven't been able to get a call back, or response of any kind, since the fall of 2020 when we first were assured our account would be cancelled, as we had moved and closures because of Covid. Several charges, calls and messages later, still no response. I was finally told to cancel the account online and someone would be in touch about refunding the months and months of charges. Never once has anyone called me back or tried to rectify this situation. I will note- that we had many wonderful massages and facials.. however; management, billing, front desk turnaround, etc. made it a terrible experience being a 'member.' read more

Lashes - Don't attempt to book a lash appointment here if you actually want to get your lashes done. I had planned to sign up for the monthly package but was cancelled on twice the same day hours before my appointment leaving me no time to book elsewhere. Super disappointing. Massage - I put two stars in my rating because I had a massage here once that was good. If you interested in a massage, maybe still give them a shot. read more

EXCELLENT CUSTOMER SERVICE. Hands down! Ann is a great general manager when it comes to working with any account information. She helped me out with a situation and took care of it immediately. Thank you Ann! read more

When I walked into the room to get my massage I immediately commented to the therapist how cold it was in the room. The therapist responded telling me that they had just discussed last night about how chilly the rooms on this side of the building were, and how they needed to do something different. I got ready for my massage. When the therapist returned to the room I asked her if the heating blanket had a warmer setting because it was very cold, and I was shivering. She told me she was sorry, but the blanket was turned as warm as it went. I figured I would maybe warm up once I relaxed a bit, so I continued to lay for my massage. A few minutes later I told the therapist that I was extremely cold and uncomfortable. Again, she apologized, but did nothing. After my massage was finished the lady at the front desk asked me how my service was. I responded telling her that it was freezing and very uncomfortable, making it nearly impossible to relax, let alone enjoy the massage. The manager (I assume) explained to me that they had talked a few times about how cold those rooms were and that they needed to do something about the temp in them. She proceeded to give me $20 off my service. I will not be returning. $20 off for a horrible experience, that they were clearly well aware of, is laughable. To be fair, Brianna K. gave an excellent massage on 12/12/18, and I am disappointed that her management set her up to fail, as I would have likely been a regularly returning customer. read more

Terrible service absolutely terrible. I would never go back to this place after how they treated me. I was told they were double booked and that I would have to leave even though I had been on the massage table for ten minutes. Both times I went to this place the POS system was down - long wait period and staff that didn't know how to handle it. I have reached out to the home office multiples and they REFUSE to give me my money back or cancel my membership. I have even called the president of the company multiple times and they have NOT RETURNED MY CALL. Very poor and clearly this company doesn't care about their customers and the power of word of mouth. I DO NOT recommend this company at all. read more

Chris did a GREAT job on my massage. I am experiencing herniated disc issues, complicated by some extremely tight back muscles. One massage by Chris helped calm the symptoms more than the weeks of physical therapy I've been doing. Thank you Chris! read more

I stumbled upon this spa by accident - the poster in the window, announcing special pricing, caught my eye - and I'm so glad it did. I booked an appointment, as I was in dire need of relaxation. My schedule best accommodates late evening hours, after 7 pm - and they have appointments early in the morning and late in the eve, to ensure their clients can enjoy a relaxing experience, without being rushed or stressed. The desk personnel is very warm, friendly, not overly or fictitiously bubbly (that annoys me to no end). The ambience is very calming, cozy, soothing. My therapist was a bit on a timid side (I kept asking her to apply more pressure and intensity, but she seemed hesitant), but I discussed this with the manager, as I have no qualms speaking up my mind and ensuring I get what I pay fo (nor updating my reviews to reflect any change in service): I received prompt recommendations on the therapists to book in the future. I enjoyed the service and the experience so much, that I signed up for the monthly program - I travel to MSP often on business, so this will be my escape to look forward to: a massage and a facial. Aaaahhhhhh........... read more

Not a very good experience, we had bought a 90 min message I had confirmed it a few days ago, when my husband when there for a massage they only offered a 60 min message. My husband talked about it at the front desk they said they don't know how this happened. The worst part was when they called for a follow up to see how the experience was, the person who called me could care less about my complaint she said not sure how this happens. I mentioned it does not look like my husband is going to come back again, she said "OK". Will have to look into another place! read more

Chris is amazing! We have a membership and have experienced issues with their scheduling system and every time we check out it take way longer than needed as they always have trouble locating our card on file. But again, Chris is amazing. read more

I was looking forward to a facial and massage package at the end of my vacation on SUNDAY. Guess what, the GM scheduled me on SATURDAY. This is not the first time they have messed up my appointment. No phone call was made on Saturday. I drove 50 miles round trip for nothing, again. Don't go here, I can't say this strongly enough!!!! read more

I thought I would treat myself to a massage membership and joined the Maple Grove location. It turned out to be a nightmare. Not only was I locked in for a year (which I fully agreed to) but during my contract I was subject to price increases in membership dues. I'm sure this was buried deep within the fine print and obviously not something they are upfront about... It was beyond frustrating none the less. It took a while filtering through the therapists before I found one that actually keep their mouth shut. I'm here to relax people, not to chat! I also got smart and started requesting females only because I found the men to be creepy. I actually had one guy tell me (in so many words) that despite his age his wiener was not "shooting blanks". Good to know buddy... gross! I was too mortified to say anything to the front desk... but looking back I wish I had. Needless to say, that's when I started seeing females only. When my contract was finally up I couldn't wait to get out of there... but when you try to get ahold of corporate to cancel no one calls you back. I am still waiting and furious as my account was just drafted again for a membership I don't want. Also all the massages I racked up (5) can no longer be used. Didn't I pay for them out right? Do not go here and if you do, do not sign up for a membership and always request a female!!! read more

This is my favorite massage place of all time. The therapists are fantastic and make you feel very comfortable and are super friendly. They listen to what you ask and can actually figure out what you need faster than you can describe what it is you think is wrong! If you can, book with Fay, she is one of the best therapists I've ever had, but she's so popular it's hard to get in with her as she's usually booked 6 weeks out! And the front desk staff is super fast at getting you in and out at check in/out, as well as very friendly as well. The management is quick to respond if you have any concerns, which I only have had one in over a year and a half. read more

Killer deal for an hour facial and an hour massage! Ask for Wendy, she's amazing. Ill be coming back to visit her every time I'm in town!

Michelle Sawrey is the best esthetician I've ever been to. I've been going to Michelle for over a year for monthly facials and dermaplanes. Michelle has an amazing touch and extensive knowledge with products and procedures. It doesnt happen overnight, but my skin has been transformed and I give all the credit to Michelle! read more

Tiffany gave me an amazing massage, one of the best I have ever had! I was not expecting much from this chain, but it was great!!!! I have already booked my next appointment. They did give me the hard sell about the membership, which I declined, but the girl at the desk was polite about it. If she had not been polite or had been pushy, I certainly would not go back again. But, as I said, she was respectful of my decision, and since the massage really was incredible, I will be back next month. I can't wait! read more

Massage was decent, not the best, not the worst. The place was clean and updated and the room was comfy. However, they were CONSTANTLY trying to sell things. I understand the initial- membership was cheaper to sign up a month than paying for a massage month to month- but my boyfriend counted them trying to pitch it ELEVEN times. To the point where it was so annoying, that we're never going back just to spite them. read more

Terrible massage. Both times I booked they called me the day of actually an hour before my appt to tell me my therapist was out sick. o once again I had to reschedule and I had to go to a different location. I will not go back. read more

I received a gift card for Mother's Day so figured I'd put it to use. I called to see if I could get a same day appt, and was thrilled that I could! The receptionist on the phone was very thorough and friendly! I arrived, filled out the form, was given information, but never pressured to get a membership. Brianna K was my therapist, and she was pretty amazing! She made me feel comfortable and she knew exactly what I needed! The only reason I didn't give 5 stars, was because I could hear other people's conversations in close by rooms and it was kind of distracting. I would definitely go back to Brianna K again! read more

I'm writing this review to hopefully give this place a little credit. I don't know about their pressure to join the monthly massage program because I am from out of town, but I will say that they place is clean and my massage was OK. I had Cici and she was good. Not fabulous but not the worst I have had. It was very relaxing so that is what I was going for. read more

I was given a 1 hour massage as a gift and the massage was fine. However the massage was only 45 minutes and not the 60 minutes I expected. I asked about the timing and was told that it is an "Hour Session" which included the consultation, blah, blah, blah. I would advise inquiring about the length of actual massage time in a session before booking. read more

The receptionist when I walked in was very nice, friendly and helpful. My massage therapist was ok, I told her I had a pain in my neck and she didn't address it until the end of the massage, which was kind of weird. For about 15 minutes of the 50 minute massage I heard a woman and man talking very loud and laughing. when I came out to pay, I recognized the voice as that of a different receptionist. When I brought up how noisy it was during the massage and that I wasn't sure I'd be back she got an attitude. Maybe I should be thankful because I didn't get the high pressure for the membership, she wanted me out of there as soon as possible. I won't be back. read more

Mediocre massage. Therapist was professional but obviously inexperienced. I arrived late because of construction on 494, and I completely understood I couldn't do an hour appt. they offered 30 min, and my only issue is my right shoulder blade area, so I readily accepted. I went out to pay after, and politely listened to the 10 minute sales pitch to join the program and schedule my next appt to win a raffle. I declined, then she gave me the total, SAME PRICE FOR 60 min AS 30 min if I didn't join the monthly program. Felt like a bait and switch. Thus, I paid $75 for a 30 min mediocre massage. I didn't do my homework, you should. read more

I normally do not give review, but I was extremely disappointed and felt the need to. First, I called in to make a prenatal message. I realized about 10 minutes in that my therapist did not know that this was a prenatal and it was confirmed when she asked me to turn onto my stomach. After I told her I was pregnant and could not do that, she did not readjust and get me appropraite pillows but had me lay uncomfortably on my side while she awkardly messaged 1 side of my back for the next 20 minutes. I told the front desk about it afterwards, to which they did nothing to resolve the isses. Second, I got a gift card from one of the parents to the children that I work with. When I tried to use it, they could not find the coupon code for some reason and had to charge me an addition cost. All this to say I overpaid for an experience that was much less than desirable. read more

I requested an appointment online and hadn't heard back a week later. I sent in another email asking why I never recieved any follow up. They called me that day and said I had already been scheduled for this Sunday. (mind you I gave 3 possible days as options in my request) Thankfully I was still available for the day they scheduled me. I got the morning of my appointment only to be told I'd have to reschedule because someone was out sick. Very unimpressed. I will go back and try a different location only because I have a gift card I don't want to waste. read more

Terrible service, I went in for a massage where they tortured me to buy the membership. When I repeatedly refused, they would not let me go without forcefully shoving a follow up 'massage' appointment in spite of me refusing so many times. I told them , my schedule is crazy with a 6 month old at home, but no. They book the appointment. When I call to cancel, they say, since I am not notifying in the 24 hr period, they will charge me the amount of the massage unless I reschedule. Again hooliganism into booking appointments. This time I was determined to cancel it. Started calling them, I was put on hold 10 different times, each time waiting for 5 minutes before the line gets cut off. I left a voice massage to cancel my appointment, but nothing happened there. So, after 10 phone calls and almost an hour on hold, i was able to get the goons to cancel it. I am sure with all the torturous appointments they book, they sure have enough money to hire an additional receptionist. How fing busy are you?? read more

Massage was fine. He talked most of it, so it wasn't at all relaxing. Cashier was a pain. I told her I didn't want to sign up for the club and she kept asking why and trying to manipulate me into signing up. I said I would call to book my next appointment and that wasn't an appropriate answer either, I needed to book it now so that I can pay more for the sessions in January since their pricing is going up. Sorry lady, no means no and then she got an attitude when I told her that she didn't get that her sales pitch didn't make sense. I work in customer service and sales, so I normally don't complain since I know how annoying it is, but this was a terrible experience. I won't be back. read more

I visited with a friend, got a massage and facial. It was great and I decided to join. My only complaint so far was that when I joined I was told I could "gift" up to four sessions per year; however, what I found out the next time I went in was that you can only "gift" sessions in April and September. Further, today I went online to find out the cost of the spa package thinking I would get one for my mom and after some digging I find out that not only can you "gift" only in April and September but you are limited to April 1-15 and September 1-15. That is important to know and no one told me. read more

My girlfriend bought a couples massage for Valentine's Day and unfortunately this was the first time we tried this place. I wished we had seen the reviews prior. I give 1 star for the cleanliness of the place and 1 star for the massage table. Out side of that I couldn't say we had any thing better than 0 stars. I asked for a deep tissue as did my girlfriend. I actually paid an additional $10 for a "deeper" tissue massage so I was expecting a steam roller to get the knots out of my back. I got what I would call an oil lathering. Twice I asked for more pressure and no change. In the consult prior to the massage I asked the therapist to focus under my shoulder blades. No attention to the problem area at all. My girlfriend was practically man handled by the other male therapist. Once we dressed the two therapist we creeping outside the door to take us on the timeshareish sales tour only to put us through the ringer at the end to buy a yearly $600 package. Happy Valentines Day!! read more

I would definitely recommend not to get caught in the Maple Grove Massage Retreat and spa trap. We signed up for a Valentines day promotion in 2014 - it required a year contract. After just a couple of months, they raised the price. A couple month later, they raised the price again... they no longer honored the promotion we signed up for, and ended up charging us $15/mo more that what we signed the contract for- siting the fact the contract had a clause that it was "subject to change". I was sent back and forth countless times between member services (corporate) and the spa management, without resolution. Each pointed to eachother for resolution, which neither were willing to do. Their customer service is absolutely terrible. I was double and even triple charged (to my credit card on file- which is a requirement) on multiple occasions, and had to spend hours going back and forth and sending them credit card statements to prove it, because they are incompetent when it comes to math and account balances. Besides all of the headache cause by account administration, their masseuses enjoyed talking through your massage because it "made it go by faster". I don't know about anyone else, but I would prefer a massage DIDN'T go by faster... except under the circumstances where the masseuses are talking your ear off. Although I expressed on several occasions that I would not be continuing my membership after the year contract was up, and even emailed the spa manager over 30 day prior to my planned cancellation date- I didn't "technically" submit my cancellation request until 21 days prior to the contract close- because it wasn't until my last massage that they told me I needed to submit it to a specific member services email address for it to be a valid cancellation. They were not willing to make any exceptions because of this technicality, and extended my contract even past a year. They don't care at all about your, or helping you. They just want another month of dues. You can get a really good $70 massage a lot of different places, without having to deal with the headache of a contract that works for the company (they definitely utilize "prices are subject to change") and against you. The stress caused by trying to work with customer service over-rode the stress relief and relaxation from the massage. I highly recommend AGAINST this company- especially at the Maple Grove location. read more

Worst customer service ever! I was injured during the massage and now I have to see a doctor for it. But that was not even the worst part. While trying to check out after the massage, I was talked into joining the 1 year membership. After I canceled the 1 year membership, the next day due to the injury, I still received a charge the next month on my credit card for the membership. Also, I had continued to receive messages regarding my up coming appointment after I had cancelled. Thus, making me call an additional 5 times to cancel the service. The manager of the Maple Grove location has been no help at all. And, I still have the next months charge on my credit card. This location is a disaster! read more

Wonderful experience! I would defiantly recommend this place! I was nervous because of mixed reviews online, but I had a gift card from here and didn't want it to go to waste. I am so glad I made the apt. From the girl who checked me in being so polite and sweet to Chris my massage therapist doing an absolute amazing massage! I just didn't want it to end! Than the sweet girl who checked me out! She was so helpful in explaining everything. She was not high pressure in making you sign up for the membership or treatment plan. I was worried because other places like this that I have been to in the past their staff is so high pressure. I was not looking for a membership. I was looking for a massage. I am glad she explained everything about their membership and gave me different options. I did Not feel pressured into signing a contract. This made me want to book my next apt. right there so I did! She let me know I can most definatly join at a latter date or even at my next apt in 3 weeks. This place definatley value there customers if they sign a contract or if they just come in on a spur of the moment or random massage apt. Witch is more my style! So impressed that all the focus wasn't on a membership! And that they definatley put the focus on GREAT MASSAGE THERAPIST and GREAT FRONT DESK STAFF WITH GREAT CUSTOMER SERVICE!!! read more

Massage Retreat in Maple Grove, MN is TERRIBLE! I would consider the customer service I received here, to be one of the worst customer service experiences I have had. The manager at the Maple Grove location is HORRIBLE. How she ended up being a manager in the customer service industry is beyond me. She is rude and belligerent and lacks people skills! What happened to taking the time to listen to your customer, and trying to make things right, so you can hopefully keep some business. There was a serious breakdown in communication regarding the service being requested on HER part, and she won't admit to making a mistake when booking. Then you HAVE to pay for the higher service, when that is NOT what you requested. Their membership program is a trap as well. Their prices frequently change, and then they will notify you of a price increase. Well guess what? No being grandfathered in here. You signed a contract, so now you are subject to pay the higher prices. I have yet to receive a satisfactory massage here either. Are their massage therapists even licensed? Do they have proper training in all types of massages? Do they know the muscles, nerves, pressure points etc?...I am relying on the fact that they have been properly trained, and know what they are doing. It doesn't appear to me, that the "massage therapists" they hire are very knowledgeable. I would seriously reconsider if anyone is thinking about having a massage here. There are far better facilities and legitimate spas to receive a massage at, that are well worth going to, where you are going to receive an educated massage therapist, and their customer service staff is not going to sell you on the fact that you need to sign up for a massage membership. I'm done. Never going back there again. read more

I have never given a review, I actually signed up at yelp just because my experience at this spa was so difficult and frustrating. After completing the membership and canceling it, I've continued to be billed. The manager did nothing to correct this situation and actually was the worst part of the whole experience, creating more bureaucracy and more excuses why I will not be given my money back. The way this place is run ( contracts, upgrades,and non stop pressure sales) is meant to squeeze all the money they can out of you. Even the archaic cancelation process allows them to take one more month of fees from you. During this year contract (actually 15 months when it will finally be canceled) they actually were able to increase the monthly membership fee and did. I have never had this experience anywhere else and reading the other comments about this spa I see its the management and not the therapists, that's maybe why there is such a high turnover at this spa. It gives off a very uninviting and cold environment. This experience of being taken from and given the run around has made me want to seek out every review site and explain my frustration. read more

Bought a package off Groupon for facial and massage, never been to this place prior to that. Massage and Facial were really great, facial was the best I'd ever had for sure. I did back to back hour facial and massage, so when I was leaving, i was feeling very relaxed and calm... that is until the girl working at the front desk tried to get me to buy a package for a solid 10 minutes. I told her that this was a "treat" for myself, and I don't do it, and can't afford to do it regularly, AND that I already had a similar package with my chiropractor, and she still kept pushing and talking about the membership and packages. I've been in sales myself for over 10 years, and just felt very put off by this, especially considering I'd just spent the previous 2 hours trying to relax and de-stress, just to be bombarded with questions about my health insurance and whatnot. There are fliers and postings everywhere for the specials, I think mentioning it once and then letting it go would have been a more appropriate sales attempt. read more