Massage Green Spa – Flower Mound

My favorite massage place. I drive 40 minutes to go here. Ask for Marcus!

Scheduled a facial and hit stone massage over the phone for my birthday. They have awesome pricing for the experience they provide. Very clean, professional, luxury spa experience. The massage tech was friendly and created a very relaxing setting. The massage itself was wonderful highly recommend the hot stone add on. The facial tech was very informative when I asked about my skin and the facial was very soothing. My face was bright and Rosie when I left with a healthy, clean glow. Highly recommend this facility all around.

We have been to this location many times and bought 4 gift cards as part of a promotional they were running. Scheduled an 11 am sauna with a 12pm massage. Show up at 10:50am and the couple before us was shown into the massage room at 10:55am. We didn't get into the sauna room until 11:05am. At 11:50am (45min in sauna) they knocked on the door to get us out of the sauna. We didn't get into the massage room until 12:10 and when I pointed that we had birthday lunch plans after and couldn't be late, Juliana at the front desk was very rude and said that they couldn't get the couple before us out on time -- but they had no problem getting US out before telling us the room wasn't ready and that we had to wait 20 minutes. The mood was ruined and after offering to just pay for the sauna (only), which we had just used, Juliana refused this idea and said we had to pay for the massages -- the ones we had not received because they couldn't start us on time and we'd be delayed by a full 20 minutes. She rudely referenced the cancelation policy in the confirmation email. I responded that THEY were not delivering on our massage time -- THEY missed the appointment time, which was ALSO in the confirmation email. A very one-sided argument -- they can cancel / change our time -- but the customer can't. After escalating the situation she told me the manager would reach out to me which he/she never did. After calling a different location to check on status and policies and talk to someone else, we realized Juliana had already used / spent 2 of my 4 gift cards to cover the 2 massages we didn't receive. I am now again waiting on a phone call from the manager of this location hoping to resolve this issue before I take it up with the credit card company. After years of coming to this location we will try the one at legacy next time. To their credit everyone but Juliana were nice enough. However nobody else tried to intervene and handle the situation any differently. Overall a poor handling of the situation.

We agree this could have handled much differently. One of the most frequently voiced complaints, by our readers, is that most spas will charge a customer full price for last-minute cancellations or missing an appointment on the books, but seldom make the customer whole, in the same way, after the spa must cancel, delay, or change an appointment on short notice. It's definitely a double-standard which could be remedied with good customer service policies. -- Spa Index Team