Actually zero stars!!!! Let's start with I have been trying to have this Groupon massage since Aug 2013, it is now Feb 2014... I went online to book (after several phone messages and no returned call). In Aug, the earliest appointments available were mid Oct. Ok fine, I booked it and took off work. The night before it was canceled and I was informed via email only. I emailed back more than once asking about rescheduling and no responses. I called several times, no call back. So I went back online in mid Oct and booked again for the earliest appointment, which was early Jan. In Jan the night before, canceled again on me via an email. Left phone messages and no response. I even went to the office to see if I could speak to somebody, nobody there. So I rebooked it online, once again. I was scheduled for a massage today (Feb 17), received the confirmation email yesterday and am at the office. There is nobody here and nobody answering the phones (the phone number on the website is disconnected..not a good sign..left a message on the number listed on Facebook). This is the 3rd and last time I've tried to have this massage. Who knows what happened. Horrible customer service. Of course no phone calls ever returned and no emails ever answered back. Not to mention the disappointment, on 3 different occasions of really looking forward to a massage and not getting one. Not the best way to run a business. read more

I also had a Groupon and had a hard time making my first appointment. Same thing happened with my second appointment, but then I contacted the Groupon and they sent me a link to make an on-line reservation. From then on it was a pleasant experience. It took me 2 minutes to chose the time, the therapist and to receive a confirmation. When I arrived I was expected and everything was on time. I am picky when it comes to massages, but Suzy is wonderful. She is very intuitive. Robert is great too, especially if you prefer more of a deep tissue massage. I think these nice people just made a marketing mistake with this particular Groupon. Just make your appointment online and you won't be disappointed. read more

I also have been trying to make an appointment with them. I have left messages and today when I called yet again, I got the message that their mailbox was full? I will be contacting groupon to try to get my money back, too much of a hassle for a massage appt. read more

Get your money back from Groupon, this place is a dirty, backroom scam. I could not be more upset and have several times almost called the authorities. It is not a spa, it is an old dingy room on the top floor of an office building. There is an old massage table in the middle of an otherwise empty, dirty room. I did not see a sink, towels, gloves, oils, or anything else. I purchased a groupon for a body scrub and 25 minute massage. After weeks of attempting to get someone on the phone I was able to set an appointment. When I arrived for my appointment I could not find the spa. There wasn't a listing for Royal Serene House on the outside of the building. In fact, Suite 5 was listed as something entirely different. Once I entered the building I walked around until I found what appeared to be a waiting area and a plain door marked 5. I knocked several times and heard a woman say she was busy. After a few minutes she exited the room and shut the door very quickly. She informed me I had the wrong day and had to return the following week for an appointment with a different woman. She assured me I would receive a confirmation call 24 hours in advance (which I hadn't this time). I had reservations about returning to the building but figured maybe it was my mistake. The following week I called several times the day before my appointment as well as that morning to confirm but received no answer yet again. I left several messages. When I arrived 10 minutes before my appointed time there was a sign on the door which read, "In Session" so I did not knock. After waiting for 30 minutes a man exited the room so I went towards the door to speak with someone. There was an old massage table in the middle of a DIRTY room and nothing else. I should have turned and run away then. There was one man in scrubs sitting on the floor. When I told him I had an appointment he replied he was finished for the day but could possibly help me out. When I asked to speak with the owner he called her on the phone. Long story short, after finally getting the woman on the phone she yelled at me and accused me of being late for my appointment. She said she was on her way and I could wait for her for an hour massage or have the man help me. I replied that I wanted a refund and her 'room' was disgusting. She said groupon doesn't do refunds. Well, Groupon does give refunds and investigates frauds like this. DO NOT GO THERE. I suggest calling groupon so they don't sell anymore deals. read more

Tried months ago to book an appointment with a Groupon coupon and was told they were moving location to please wait a month or two. Have been trying multiple times since the move to get an appointment, there is no one to answer the phone and they don't return voice messages. They say they will call when there is an opening so one of two things - there are no openings due to the number of coupons they subscribe to (just recently sold over another 500+) or they expect clients to wait by there phone for weeks on end hoping that when they randomly call, you'll be able to race over that day. This is a pathetic excuse for running a business and there are too many terrific places nearby to get a wonderful massage and be able to book an appointment at your leisure. Buyer beware - for most people, you are NOT going to have a good experience because of the difficulty/impossibility of ever getting an appointment. I was finally able to get a credit from Groupon after they tried multiple times to get Royal Serene to call me, which they never did. Maybe the name should be changed to Royal Pain ......House! read more

Buyer Beware. This has got to be the worst experience I have ever had with a massage business. Just like the other reviews - I have been trying to get an appointment since April. We also wanted a couples massage, which they said that they do but I really don't think they do. But this was nothing compare to everything else I dealt with. First I get there and there isn't even a sign on the door for the place. After some confusion I walk up 3 flight of stairs into a creepy looking area. Not serene at all!! I think this place is just a room that is rented out of a big building complex. The bathroom (which is shared by other facilities) was horrendous to boot! My husband went in first and she told me to sit on this nasty, scratchy couch in the middle of a hallway and wait. Again, where is the serenity?! Now in all honesty, if this was a good massage I would have looked past all of the stuff I stated above. I understand someone trying to start a business. But I am sorry to say that the massage was not good either. All it felt like she did was push her weight into my body. I could have my husband do that!! There was no pressure, no massaging...no nothing. I have never had a massage like this one before. After about 10 minutes into the massage she starts talking! I could explain further but I think you get the picture here. She hangs my arms off the table to the point of my hands going numb. (not relaxing at all) Then she decides to elicit advice about my back and that is why it is hurting me...ummm I never said that my back was hurting, nor have I ever had any back problems. Ever. At this point I just wanted to get up and leave but I restrained myself. A few other issues. She never "massaged" my arms or feet. And she did my head last. I was kinda grossed out by this - in all the other massages that I have had they would do my head and shoulders first then go to arms, legs and feet. I dont know...maybe it was just the whole experience that has already left a bad taste in my mouth at this point. The room that I was brought into was a massage table, a computer (for music) that sat on top of a lamp and a few things to TRY and make it serene-like. No hot towel afterwards. No drink of water afterwards. No Nothing. Seriously you might be thinking that I am just a complainer at this point. But in all honestly I always give people a fair shake. Never in my life have I written a 1 star review. I kinda feel bad but I also feel its necessary to let other know what a terrible experience I had with this place. read more

I bought a groupon for royal serene for 3 massages, had to call SEVERAL times to get my first one, finally after making & leaving messages 8 times someone finally called back. but I've now called 8 more times to book my second massage & no phone call back. writing this review to tell everyone/anyone to NEVER go to royal serene. what losers are running this business! debi deary read more

Unless I get a response from this company I will give it a 1 star. Purchased a groupon for a 1 hour Swedish massage and have been trying to call for 3 days now. Have been getting a machine and am yet to get a return call. Hoping I don't have to make a complaint to groupon. So far I have been very happy with every spa purchase I've made from them. I will update this if I do or don't hear back. In the mean time 1 star it is! read more

I have had the same issue with this spa. Purchased a groupon and tried on 4 separate occasions since March to make an appointment and never get a return call. I spoke to her once and she said she would call me back in one hour and I never heard from her again. read more

I purchased 6 groupons for our teen scouts, have spoken to her twice, each time I've waited 1-2 weeks for a callback. I am also at the point where I may have to request a refund. read more

Groupon offer made but failed to research this company; left messages, waited, left messages, waited - finally someone returned my call and I booked an appointment. I arrived 10 minutes early at the address and there was nothing there. I called and called, left messages; eventually someone returned my call and said there was a family emergency and had to cancel. Needless to say, Groupon issued groupon credit. I still am wondering where they are located... because the # and street did not look serene nor was their name listed. read more

As with everyone else, it took forever to get an appointment. At first, every time I called, the voicemail was full. After finally being able to leave a message, it took two weeks and a second call to get a response. Once booked I have to say the experience became a lot better. I received a call to confirm the appointment the day before and the day of to provide directions as they indicated the location is hard to find. The Lorraine Ave location is a rented space in an office bldg and is far from a full functioning spa. It was a single room with a massage table and décor for ambiance. The masseuse was friendly and did a good job and also provided refreshments at the end of the massage. I would not go again because of the hassle of getting an appointment and it ultimately presents as a fly by night business. read more

I had the same issue as well. I purchased the groupon and tried for weeks to get in touch with someone. I finally heard back and they didnt have an appt avaialbe for weeks so I took that one. I got to my appt. and the woman claims I called and cancelled and she had someone else coming in. She offered no apology and claims if I didnt call, one of my freinds must have cancelled for me. read more

In general I had a bad experience with this "spa". I received a Groupon gift from my husband for a 60 minute Swedish massage back in November. I immediately called to schedule an appointment but had a hard time speaking with anyone because, as stated on their website, they are "unable to answer calls". So I went to the site and, of course, it was down for a couple of days. When I was finally able to access their "scheduling calendar" I saw that there were only three therapists with inconvenient massage hours (inconvenient for someone who works a 9-5 job, M-F). But, I was able to schedule an appointment on MLK day which was 2 months away! I received three notifications confirming my appointment so I was sure I was all set. When the day arrived, I went to the location and had a hard time finding the building. After about 15 minutes, I finally saw the place and enjoyed my three flights walk up the stairs because the elevator was not working properly. When I approached suite 5 I went to open the door and it was locked. I knocked a few times and waited about 10 minutes. No one answered the door. No one! After about 15 minutes I decided to call and then I forgot they are unable to answer the phone. Feeling defeated and stressed, I went home. At night I checked my email and noticed I received a message from Dania, the therapist, canceling our appointment an hour before the scheduled time. Gee, this would have been great if I checked my email every half hour but unfortunately I don't. Needless to say I will not be rescheduling an appointment and will be contacting Groupon for my husband's money back. I don't know how these people are able to keep this business running when they clearly do not have the personnel or service experience. I will not be recommending this place to anyone either since the building the spa was located in seemed questionable as well as the owners! read more

Me too, been trying to make an appointment since Feb! Once I had an appointment, all done via voicemail cause they don't answer the phone, they gave the appointment away! I understand its very hard to own and operate a small business but don't advertise multiple times on groupon if you can not handle the basics of booking appointments. read more

I bought a Groupon for 3 massages and had the same experience as others in not being able to reach a person by phone. I did eventually make appointments through the Web site. I had my first massage yesterday, with Suzy. It was so-so. To my surprise, there was no form to fill out before we got started and she didn't ask if there was anything I did or didn't want worked on. Suzy's method was to work on a limb, then take time to carefully tuck the sheet around me before starting on the next limb. So it was a series of starts and stops, rather than a steady, continuous massage. I'm sorry I already paid for 2 more massages, but maybe the other massage therapists are better. read more

I agree with the previous poster. Getting someone on the phone to make an appointment takes FOREVER! I was about to cancel my Groupon, but then by some miracle I was able to make an appointment. I will update this if the massage is out of this world, however the stress you have to go through to make the appointment makes the massage seem not worth the effort read more

I have a Groupon for a Swedish massage which I have been unable to use. I have made four appointments through their online booking service. Each appointment was confirmed via email and each appointment was CANCELLED via email either the day before or the day of the appointment. I called and left messages but have not received any response back. I am trying to get a refund through Groupon as I do not want to deal with this company anymore. So frustrating! read more

I could NOT get a call back to my message for an appointment. As other here have stated there is no reliability. I went on facebook and tried to post a comment but it just gets deleted. The F B page said to try their website and gave a link which does not work. Finally I requested and received a refund from Groupon. There are too many excellent and responsible establishments to deal with this place. If it even exists. read more

I arrived at 248 Lorraine Ave - Suite 5 -- there is nothing there for this Royal Serene House. I ended up getting a 'credit' from groupon. I will contact Better Business Bureau. read more

I also bought a groupon and have not been able to get an appointment or a return call. I will call better business bureau if no call by tomorrow. They have my home and cell numbers. Today the phone said the mailbox was full! read more

Well....where to begin...I also bought the LivingSocial/Groupon and had such a tough time getting through when I called to get anyone to talk to to set up an appointment. I tried on numerous occasions and it got to the point that the answering machine was full. I contacted LivingSocial to get my money back and then said that they had contacted Royal Serene House and they had said that they had called me (all lies) and had tried to get into contact with me. Since I couldn't get in touch with anyone for months and no one called me back, my deal expired. I was still willing to give the place a shot and I didn't want to lose the money I did pay for the deal that I continued to try to make an appointment. By this time, they had become smart to add the online booking feature. This I really did appreciate. I signed up, nice and easy. I got an email notification stating that I was confirmed the day before my appt. Everything seemed to be in order. The day of my appt I drive close to 30 mins. When I arrive I find that there is a major lock on the door and the place doesn't seem to be open!!! I call the place and there is no response. I leave a message stating I'm here for my appt, asking if I was in the wrong location etc. At this point I'm incredibly annoyed since I drove all the way there and no one is here even after I received a confirmation email for the appt the day before. By the time I walk back to my car I start to receive text messages from the spa. I ask for them to call me instead of texting, but they inform me that they are actually an automated system for the weekends. This is also a lie since there were grammatical errors, and a level of sassiness that clearly an automated system could not provide. The system tells me that my appt doesn't appear in there system. I inform them that I got an email confirmation for the day before. They asked if I had received a text message, which I never did, confirming the appt. Apparently if you don't confirm the appt via a text message (that I never got) then they automatically cancel the appt on you. This all does not make sense since I received an appt confirmation email less than 24 hours before. Anyway, I have never had this much difficulty in setting up a spa appt. They are suppose to be for relaxation and dealing with Royal Serene House has only caused me to lose out on money, my time, and has made me more stressed out. Thanks a lot! No one should go there!!!!!!! read more

zero stars-worst business ever-made an appointment on-line-called to confirm to be told no appointment should have been accepted that day because no one would be working-rescheduled with dania-a live person for 2pm yesterday-sat there until 230-she never showed up-wasted time and money in the parking meter and never even got a call apologizing for no one being there!--awful!!!!!!!!!!!!!!!-got a refund from groupon............................ read more