I've been a loyal MassageLuxe member at the Fort Myers location for years and never had an issue until now. I booked five massages for a group as a birthday event at the same location, and confirmed over the phone that everyone was scheduled together. When we showed up, we were told that somehow two of the appointments were moved to a different location without anyone ever telling us. Instead of helping fix the situation, the staff said it counted as a "no call, no show" and charge me for two 90-minute massages plus a $20 transfer fee. We were there on time, at the location we were told to go to this was clearly a scheduling or communication mistake on their end. After being a loyal customer for years, this was extremely disappointing. The lack of accountability and customer service ruined what was supposed to be a relaxing day for our group. Definitely rethinking my membership after this experience. read more

Ashley is WONDERFUL!!! I have a complicated back history and am super picky for massages. I was lucky to be referred to Ashley and wow - I see her regularly while staying in Naples. She listens to what you want and has such an amazing flow to the massage, I can feel the improvement of circulation while still applying strong pressure! Highly recommend her. It's clean, nice staff and reasonable pricing esp if you do their monthly. read more

What A terrible Massage. I specifically went there because I had a migraine. I showed the girl with my hands my neck and to please pay special attention to that area. she spent the whole entire on my legs and and some on my shoulder blades. She terminated the Massage a full 10 minutes before my time was up. The Hydro table was better than the Massage. When I said something to the girl out front. Maybe she did not understand you? Was her response Because usually the girl is very good. How do people not understand when you specifically point to the areas that are bothering you. And then they try to sell you monthly Services. Are you kidding me. read more

I had a gift certificate for a massgae at Luxe a made a reservation by calling the number on the voucher. The only suitable time they were able to offer for that day was for in 30 min. I drove to the Luxe location to then realize that the voucher was for a different location. I called the location I made the reservation for just 25 minutes after making the reservation and they are no insisting on charging $75 as a no show ! Unbelievable business practice. Looking at other reviews, this seems to be their money making sheme ! One of my 4 daughters even has a subscription there, I guess that will be reconsidered now. read more

I made an appointment for me and my girlfriend on Sunday to get an introductory couple's massage at $75 each. We rescheduled the following day and still got charged the $150 for the previous day. Also, they charged us $120 each the following day, but it was our first time actually getting a massage. They also charged an additional $136 for a hot stone add on for my girlfriend. The quality was missing. The issue was that they weren't honest from the beginning. They took my credit card information and never mentioned a no call/no show would be charged. They just said they needed it upfront. Also, the massage was rushed for my girlfriend and the masseuse kept saying she had an upcoming appt. and finished earlier than the one hour. The girl upfront even had the audacity to ask if I wanted a membership after how much money I had already been taken for at the massage place. Buyer Beware! Buyer Beware! Make sure you have a clear explanation for everything before agreeing to anything. I might look around for a different place. I will mention that Dani was good at the massage place but the only good thing about it. read more

I have been very happy with all the massages I have gotten there with all the different massage therapist.

Robby is the best!! Always on time but difficult to get appointment with him if you don't book in advance.

Massage Luxe, The McDonalds of Massage: The entrance is nice, but the backrooms have a seedy vibe. Lots of Appointment times were available but I couldn't book 2 people at the same time. Massage was meh, not terrible. I think the girl was tired and uninspired. I still felt the need to take 2 Aleve. Massage luxe is a franchise so I'll be avoiding these in the future unless they have fantastic reviews. They charge you the full price of the appointment if you're 10 min late. I saw people come in 15 min late and get mad about it. They require credit card info to book an appointment. It was convenient enough and good enough to not feel ripped off, but it wasn't a good enough massage or environment to go back. I didn't encounter any exceptional employees so it's probably a top down problem read more

I am so very upset. I bought a $65 certificate online for a present and treat for my boyfriend. We drove all the way over there and they said that the coupon I printed online was not valid. I explained to them that I paid for this with my credit card on their website, MassageLuxe.com. They said there was nothing they could do. I am sorry, but I am very disappointed in this company and will never recommend this place or return. Such a shame. I had to call my credit card company and dispute the charge. I also sent an email to them letting them know what had happened and that I did this as a gift for my boyfriend and was simply embarrassed that we drove all the way there for nothing!!!!!!! read more

Joined the monthly family membership staff was very nice when I signed up , we are now relocating and I there are no locations at our new place so I had 2 unused hours left and extended them with the 25.00 monthly fee then I cancelled it. And lost the 2 hours was told I had 60 days to use the 2 hours but when I cancelled they never sent me the cancellation which also showed I had the option to have received gift certificates for the unused hours called numerous times and asked about this but they kept saying i had to speak to manger which of course they are never there. So I drove there 20 mins from my home and of course they said same thing and as usual no manger was there. So I do not recommend this place they take your monthly membership fee and then do not fully explain options if you need to cancel. Poor customer service. read more

I purchased 6 certificates on Good Friday when I went to set up an appointment they told me you could only use one per person. Nowhere on the emails or certificate does it state this. After reading all the reviews/poor reviews I understand why it was so easy to set up an appointment. I will never use them again. read more

Naples location. Do not recommend. I book 90 min appts and twice in a row only got 60 min massage. Booked reflexology and when i got in the room the masseuse said she didn't do that??? read more

I've been here twice and to say the least I will not be returning. If i did not receive a gift card from my lovely boyfriend I probably would of gone elsewhere. I'm not surprised that they have a 2 star in yelp. Check in was fine until you start hearing two employees gossiping about their love life in the corner. Working in hospitality and knowing the ropes it's just not acceptable. The reason for 3 star was Danny she is such a great therapist very sweet lady and you were left feeling comfortable and well relaxed afterwards. It was after the service that I was hit with a sales pitch. Talk about not feeling relaxed afterwards. After politely declining their monthly services. I was then told by another sales desk concierge or manager " What's stopping me?" I responded with work and another sales pitch comes along. I was also told that in April prices will go up. As a local who lives near by. No one is raising their prices in the summer time. I've been to a few massage places in Naples and this one needs work in hospitality and friendliness. I guess you get what you pay for. read more

Worst experience ever. I repeatedly asked my Massues to go deeper during a deep tissue massage & he continued to just softly spread oil on my body. An hour massage was 45 minutes & when I went to pay with my gift cards, I was informed that one of them expired after 3 months. I highly recommend that you never go to this establishment. A 5 year old kid would have done a better job!! read more

Worst massage experience ever! My wife and I were given gift cards that also covered tip. When we arrived, they stated that the card with the tip was expired. Both cards were purchased at the same time. How can one card be okay, and the other expired? Then, we both received the worst massages ever! my wife's was even short by 15 mins. We will NEVER go there again, and don't advise anyone else does either! read more

Don't waste your money! I have 7 month's worth of massages and every time I try to book one, they are completely booked. I can't put my account billing on hold, otherwise I can't use the massages I've already paid for, all the while, I continue to pay every month for more massages. I tried calling the location to come to a resolution. When I asked for the manager, she said she was the manager but put me on hold for 15 minutes. I hung up and called back, explained I was on hold for that long, and she told me I'd have to continue to wait on hold for her to speak to me. There is no other contact information for this location. Terrible!! read more

5 stars for both Paul and Robbie! The front desk staff are so polite and well-trained. The facilities are immaculate and super clean. As a business owner I am SO impressed with this salon! Not only should you come here for a massage but you should buy everyone you know gift cards! read more

Robbie was amazing and I will definitely be back. Amazing deep tissue. Left feeling super relaxed and relieved.

If you're thinking of going here don't bother go somewhere else they have worst customer service.. the lady who massaged me was not good at all applied hardly any pressure when massaging me I told her several times she could apply more pressure didn't listen did what she wanted through out the whole massage and put a burning hot towel in my back horrible! I can't remember her name if she said two words it was much.. she didn't know much english she was thin has light hair be careful if you get her to massage you.. I told lady at front desk with tattoo on back of her neck about my experience she told me a manager will be calling me she knew I was upset.. but still no one has called and that was days ago. I will not be going to this lely location ever again! read more

I was given a gift card for a one hour massage for this company. It was short maybe ten minutes or so but I didn't want to think much of it. About three hours later I had pinching pain my right shoulder and within another half hour was trying to find any way to lay comfortably on the couch. read more

Literally, the worst massage I have ever had. Beautiful facility but definitely the wrong masseuse for me.

My husband was given a gift card for a few hour long sessions at Massage Luxe and sadly picked this location. If zero stars was an option, Daphne and her staff have completely earned it. Going in to book the appointment they demanded his credit card and ID to put in their computer. Not knowing their security measures, he was concerned, but went against his gut instinct. The massage was only FORTY FIVE MINUTES, not the hour he was gifted. As he was leaving he was informed that he could not come back using the gift card that was already pre-paid, and a freakin GIFT FOR HIM. They were kind enough to tell him to give his gift card to someone else, seriously?!?!? He went back to ask them to please remove his ID and credit card information form their computer, again not knowing their security measures. The employee didn't know how and said he'd have to wait for Daphne. The next day Ms. Daphne called and told him that his information had been removed. He asked about the massage being 15 minutes short; 60 minutes is an hour and what was bought not 45 minutes. She said that was for him to to get undressed and dressed. He shouldn't be shorted 15 minutes to get dressed. Sell 45 minute sessions and have some integrity with your business practices. Daphne decided to get condescending and told him he couldn't use his remaining sessions at her location. My husband laughed at her and said, "no problem". Do your friends, family, or anybody you may want to buy a gift card for, don't allow them to go to this business. There was so many shady things in one visit, this isn't a client-centric business. You'll get more from the massage salon in the mall. Daphne could use a few classes on retaining clients. If this is her normal business practice, they will be out just like Metro Diner. read more

After a recent HORRIBLE experience with the manager from a different massage chain (check out my reviews for the juicy details!), I decided to give MassageLuXe a try. I'm so glad I did because I couldn't be happier with the way things worked out! MassageLuXe was beautiful and clean, and had a soothing earthy aroma; the staff was friendly and welcoming; the waiting area was relaxing and comfortable; the price was reasonable. Most importantly, I enjoyed the massage I had from Kelly very much. She applied the perfect amount of pressure and knew exactly how to work out the knots in my shoulders. (It was obvious she's been doing massage therapy for a while.) Following my massage, I immediately signed up for a year membership and booked my next session ... It just goes to show you what professionalism and great customer service can do. Thank you, MassageLuXe! (SIDE NOTE: Publix is next door, so if you're a busy bee like me, you can get your massage and do your grocery shopping all from the same parking space.) read more

Terrible customer service by manager. Had gift certificate and It had expired after six months. I was one month past that and she wouldn't honor it. But nowhere does it have expiration date listed. I tried to give them certificate before I had massage but they said they would get it after. There are plenty of other places. Don't bother going here. read more

If I could give zero stars I would. Worst experience ever they took my money and I did not get service. I have 5 months paid for and will get nothing. My child was sick I called to cancel they said we have to pay our people. I have months paid for and can never get an appointment. They won't schedule on the half hour to start but if you want an hour and a half they will end on it. I asked for a manager or keener and I was told no that they Travel so I could not speak to them. I called at 7:10 to cancel a 8am & 9am apt and was told there's a 2 hour window. She could have said I'm so sorry your daughter is sick; since your just 10 minutes over we will just charge you for 1 or anything but nope. Like I called as soon as I thought you were open: she's like we have voice mail... that's great Daphne you have a reason to screw me over what a wonderful policy and business you have. read more

If I could leave 0 stars I would. A rip off and make sure you read the fine print carefully before signing up. I left 17 massages on the table ( no pun intended) and they allowed me to " use those massages" by paying $20/ month. Keep in mind COVID shut this place down and no one could go and get a massage, but no offer of refund or anything else. They are oversold and it is impossible to get a massage unless you are retired and know your schedule months in advance. I called today and of course nothing available. I asked to cancel completely and was told I would have to pay 2 months because they have a 60 day cancellation policy. At that point I really got pissed and was rude to the young lady on the phone which I regret. DO NOT SIGN UP FOR THEIR PLANS. I didn't add that the massages are mediocre in the first place. read more

Do not Join They are under staffed so getting an appoint with out 48 hour notice is impossible. Once you do get in the massage is around 45 minutes. And then the suggested tip is 18 dollars read more

I have so enjoyed both of my massages and my facial. Lena is a gifted therapist with such wisdom and insight. I leave her feeling refreshed and redirected. My facial today was equally lovely. The products and techniques made my skin feel silky. I glow! read more

Started my morning off great today! I had a deep tissue massage with Erin and she was wonderful! After my massage I had a facial with Gretta and she was amazing, as well. I always feel so welcomed and I can't wait to schedule with them again. read more

I asked to speak to Wendy and the woman at the front desk goes ... we don't have a Wendy, we have a "Wendys" ... and right off the bat I knew this was a waste of time to argue with her. read more

Don't go to the Vanderbilt location. This is privately owned by a family and they do not care at all about customer service. I bought a six-month membership for pre-natal massage for my daughter in law and it turned out to be a disaster. They kept charging after six-months, refused to refund the extra payments. Offered gift certificates (for the overcharged massages) with additional $20 each to use. Awful place. The owner laughed at me because I wanted a refund ... "absolutely not," he said. They own other locations in Florida. Buyer beware! read more

Depends who you get to do your massage good people are booked weeks out.. The rest is NOT good :( last time I went when I asked for more pressure lady said she cant because she will hurt her hand plus its not good for me since my muscle is tense... So My deep tissue massage ended up being more like a skin moisturizing session. Their good therapists are amazing though. read more

I drive past this establishment every day when I pick up my children from karate and go to the grocery store. I was excited to try it. It must be popular because it took three calls on three separate days to book an appointment. Imagine my surprise upon booking my first appointment when the person who initially said, "Yes, we have an appointment available," changed his mind and said that it was NOT available, but that he would put me on the cancellation list for that day. Okay, I understand. It must be a really popular place! Then I get a call at 1:55pm and the caller, Michelle leaves a message that there is a 6:00pm appointment available, and that I should call back if I am interested. I call back immediately and am told (exactly FOUR minutes later) that the appointment has been booked. I have trouble understanding why this place is so popular. Even a fantastic massage cannot overcome absolutely ineffective and unresponsive customer service. I will continue to drive past this establishment on my daily trips to pick up my children and groceries and go to a less popular establishment that has better customer service. With Naples being as seasonal as it is, my guess is that the massage therapists and people at the front desk will definitely notice a big swing here within the next few weeks...and my year round patronage will be somewhere else. read more

HORRIBLE! DO NOT GO HERE! Booked an apt 3 weeks ago because I had a GC from my husband, he purchased the revive package with the gratuity included. Was told I still had to leave my CC on file due to the STRICT cancellation policy, after arguing about that for 10 min, I gave them my info, even though this apt is paid for with gratuity!!!! Received a confirmation call the day before to confirm my apt for the Revive package, and a STERN reminder of the cancellation policy and that my card would be charged if I did not show up. Planned my day around this appointment, as I am walking out the door to my 10:00 appointment, I receive a call at 9:25 to inform me that the esthetician who I am to see today is very very ill and contagious and they need to reschedule my appointment, I then explain that I will just come in for the massage and do the facial at another time, only to be told that unfortunately that is not ok and against their policy. Apparently the revive package has to be used together on the same day? Remember, they cancelled on ME!!! I am told that they will schedule me another appointment for a massage on my appointment day but I will be charged $45 for the intro ( she tells me this is financially better) I am now boiling!!!! Why would I come in and pay more for an appointment that I am willing to keep and is already PAID FOR?????? She then tells me that the other estheticians husband died and "they can not control when people die" Whoa??? what the??? After hanging up, the new manager calls me to inform me that they will see me today for whatever I want, she even offered to call the esthetician with the Flu and have her come in? All of this while explaining to me with a HUGE attitude, that the girl who originally called me did not have the authority to change my appointment and that she was following protocol. At this point I do NOT feel comfortable stepping foot in this place!!! When I questioned the manager about customer service and protocol for that she explained that they don't have a problem with customer service and that they are a privately owned franchise. I stated that I would like to speak to that person, she says sure no problem.... then hangs up on me!!!! I believe this is some sort of scam and by all the other reviews seems to be a trending problem. The story literally changed 10 times in the 20 minute phone call... in the end- no appointment! They are paid with gratuity for an appointment they never had to honor! Very disappointing and in the end, they are paid in FULL!!! read more

I had belonged to luxe massage naples and when I moved out of the area they kept calling and harassing me for payment even though I told them I wanted to cancel at my last appointment. They kept billing me even though I did a charge back 3 times it got to the point I had to cancel my card so they would not bill me any more. When I asked why they kept calling I was scorned for canceling without a signed agreement and I had to come in and sign a form to cancel. They got snotty with me and called 5 times for payment for months I wasn't even living in the area. This place is a joke to say the least. Don't give them a credit card unless you plan on canceling it to quit membership! read more

Ah, I really wish I could've given this place a better review, but I've been here a few times because I had gift cards but they weren't the best of experiences. I've gotten a facials here that was really lack luster. I got 2 massages and one was a sports massage. The woman who did the sports massage on me was PHENOMENAL!! IT was such a nice change from the "sun-tan lotion" massages. I wasn't impressed with the other massage either. It didn't make me feel better after I left. It literally felt like someone was just putting lotion on me for an hour. = \. The pricing is affordable if you get like the membership I think. Don't get me wrong though, the staff is super nice and decor was nice too. I just wish they were more "trained". If you do find someone who is really good, you should go to them often especially bc the membership prices were definitely affordable. read more

I spoke with the sweetest girl on the phone named Taylor who was extremely helpful & nice. She was so great at explaining the pricing & memberships. The massage was exceptional & the environment was great. Would definitely recommend to anyone in Naples read more

I had only been a member for a few months. Not at all impressed with this facility. Lots of people milling around the desk but most didn't seem to be doing anything. After 2 massages and 1 facial, I cancelled my membership w/ 1 "hour" left in my account. I say "hour" because it is actually 50 minutes for either the massage or facial. One massage was very good, one was a 2 out of 10. The therapist said only a few words to me the entire session - before I undressed, she said, "I'll start with you face up." When she was finished, she just left and when I exited the room, she was nowhere to be found. What? My final "hour" was scheduled for early April. Given the CDC's directives, I wanted to postpone it. I was told by Cy, the location manager that if I postponed beyond April 10 (30 days after my expiration date) then I would have to pay an additional $20. When I asked why, I was told, "This is our policy. And I discussed that with you when you cancelled. It is also part of the agreement you signed." When I then asked if they were not considering the COVID-19 situation worldwide, it seemed as though she could care less. I just cancelled the appointment outright and thus have lost $65. I definitely DO NOT recommend Massage Luxe - 2460 Vanderbilt Beach Road. read more

We have been members of the Vanderbilt location in Naples for the past 3 years. In the past we have called in to place our accounts on seasonal hold and it was never a problem until this past year. My wife has called twice and the person at reception took all of the information an said that the account would be placed on hold. Well it wasn't so this time she sent an email and after a month the monthly charge appeared on her credit card. So in late September 2017 she called in again and asked again to place the account on hold, she was told that it would be done, well in October they take another payment. Si I decided to call and speak to the manager Trish, what a rude lady, she went on to tell me that she has over 3000 members, she wouldn't give me the owners name or contact information she went on to challenge me that there was no way that we sent an email and that the employees at reception cannot take the request over the phone. She in very unprofessional and I wonder how she even has a job dealing with people. I would not recommend this place to anyone, you can never book an appointment as they are always booked so what is the use having a membership. I have nothing negative to say about the hard working employees but what a bad experience and a waste of monthly fees. I am positive there are other better run business in Naples read more

I felt very rushed with the intake. Before my massage. Didn't allow time to fill out medical history. Which is very important to a massage therapist. I was there 10 mins. before my appointment. While discussing what my medical issues where. And, what I needed today. I asked therapist to Please focus on lower back, hips and legs. Therapist focused on my L scapula area. "Forever" ... Finally a few moments on the lower back. Therapist did work on the legs. Not bad. But, broke the body contact constantly. Which distracts from the relaxation. While my hair was in a pony tail she grab my hair and pulled out the hair band. My hair is curly. So it was not a good experiance. BTW, I know what a good massage is. I am a LMT. Board Certified Massage Therapist. For 16 years. My advice would be to listen to the client. Their needs. And, discuss. Do not rush a massage. Know their medical history. Limit the amount of breaking contact with the body while giving a massage. You should always keep contact while doing a massage as much a possible. And, I didn't ask for hot stones in my massage. Which she did. Hope this is helpful with future massages. read more