Lux Spa and Fitness

★★★☆☆
  • 401 Chestnut Street

    Philadelphia, PA 19106

    Map & Directions
  • 215-931-4248

About Lux Spa and Fitness

Categories
  • Beauty Salons
  • Massage Therapists
  • Fitness
  • Health Clubs & Gyms
  • Personal Trainers

Sports & Recreation

Sports & Recreation
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This place was terriable!

The spa visit was for a special occasion ?? my friend??s bridal shower, all I wanted was to have a memorable day for everyone especially the bride. Instead of a relaxing, pampering day, we received very bad customer service and it was very stressful.
The spa visit was scheduled for April 23rd for 11 of us and it was scheduled to start at 3pm to 7pm.
First of all, the day of my spa visit, I have received a voice message at 12:43pm and stated that one of the masseuses called out, and our appointments will get affected. But only 1 person will need to move the appointment up to 2pm, and 2 appointments will get moved around, but definitely will receive the service before 7pm. There was no way for anyone of us to arrive to the spa by 2pm when the call was made at 12:43pm. So 1 of us was forced to cancel the appointment.
10 of us have arrived on time at the Lux & Fitness Spa, but due to their over scheduled services, they couldn??t accommodate all 10 of us. Therefore, 1 person did not receive her full 50 mins massage and needed to reschedule, 2 people only received half of their services, one of which being the bride, and reschedules are also needed.
As you can see, something must have went wrong with their booking system and they did not follow up and take care of their customers properly which left us with disappointments and frustrations.
Two days later, I have received a credit card statement that shows 2 charges of $50 from Lux & Fitness Spa, which there shouldn??t be any charges because we all purchased special deals on groupon.com and livingsocial.com.
I have contacted them and asked for explanations, they stated that the charges were for ??no show?, but all 10 of us were there, they were the one who canceled the appointments. They stated that they were willing to refund 1 of the $50 back to my credit card due to their error, because it was for the appointment that was forced to cancel. But they are unwilling to refund the other $50 because there was no one show for the 3pm appointment which was due to error in their booking system after the masseuses called out. They moved the appointments around last minute without any notice given to us at all. This process was very frustrated because not only did they express no apology for their mistake which left us with disappointment and forced us to reschedule, they demonstrated poor customer service manner while on the phone with an already disappointed customer and showed their only interest was to force the $50 payment on me.

Please do note that this event was very special to all of us, it was supposed to be a fun and relaxing day for all of us, but it turned out that we have not received all the services we had expected in a spa located in one of the most reputable hotels in the city and subsequently had to deal with the worst customer services ever, not to mention i was charged $50 for no show when all of us arrived on time and the process & the stress that I am going thru with my credit card company to dispute the charges.
I will not return to Lux & Fitness Spa at all and will not recommend it to anyone that I know. This is the biggest disappoint I've ever experienced out of all the spa I've been to and not to mention the spa is located in the one of the most reputable hotels in the city.

1
★☆☆☆☆

This place was terriable!

The spa visit was for a special occasion ?? my friend??s bridal shower, all I wanted was to have a memorable day for everyone especially the bride. Instead of a relaxing, pampering day, we received very bad customer service and it was very stressful.
The spa visit was scheduled for April 23rd for 11 of us and it was scheduled to start at 3pm to 7pm.
First of all, the day of my spa visit, I have received a voice message at 12:43pm and stated that one of the masseuses called out, and our appointments will get affected. But only 1 person will need to move the appointment up to 2pm, and 2 appointments will get moved around, but definitely will receive the service before 7pm. There was no way for anyone of us to arrive to the spa by 2pm when the call was made at 12:43pm. So 1 of us was forced to cancel the appointment.
10 of us have arrived on time at the Lux & Fitness Spa, but due to their over scheduled services, they couldn??t accommodate all 10 of us. Therefore, 1 person did not receive her full 50 mins massage and needed to reschedule, 2 people only received half of their services, one of which being the bride, and reschedules are also needed.
As you can see, something must have went wrong with their booking system and they did not follow up and take care of their customers properly which left us with disappointments and frustrations.
Two days later, I have received a credit card statement that shows 2 charges of $50 from Lux & Fitness Spa, which there shouldn??t be any charges because we all purchased special deals on groupon.com and livingsocial.com.
I have contacted them and asked for explanations, they stated that the charges were for ??no show?, but all 10 of us were there, they were the one who canceled the appointments. They stated that they were willing to refund 1 of the $50 back to my credit card due to their error, because it was for the appointment that was forced to cancel. But they are unwilling to refund the other $50 because there was no one show for the 3pm appointment which was due to error in their booking system after the masseuses called out. They moved the appointments around last minute without any notice given to us at all. This process was very frustrated because not only did they express no apology for their mistake which left us with disappointment and forced us to reschedule, they demonstrated poor customer service manner while on the phone with an already disappointed customer and showed their only interest was to force the $50 payment on me.

Please do note that this event was very special to all of us, it was supposed to be a fun and relaxing day for all of us, but it turned out that we have not received all the services we had expected in a spa located in one of the most reputable hotels in the city and subsequently had to deal with the worst customer services ever, not to mention i was charged $50 for no show when all of us arrived on time and the process & the stress that I am going thru with my credit card company to dispute the charges.
I will not return to Lux & Fitness Spa at all and will not recommend it to anyone that I know. This is the biggest disappoint I've ever experienced out of all the spa I've been to and not to mention the spa is located in the one of the most reputable hotels in the city.

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My issues started immediately when I scheduled the massage online with the spa. When I called the number to confirm and get additional details regarding my appointment, it took me a half hour to get through. I think they have limited phone lines, so if someone was on the phone, it would beep busy. That was very frusterating when I was visiting the spa for the first time and wanted to make the most out of my experience. Additionally on the day of the appointment when I called to get directions and information about the parking garage because they were located in the city, she told me rudely that she didn't know and I had to call the Omni hotel where they are located in to get that information. When I arrived for my appointment, I had a receptionist who quickly/rudely pointed to the locker room and told me to come back when I was changed. It was a very cold pass off where I was hoping I would receive 5 star service. The robe and used flip flops were shoved in the locker where I also could barely fit my stuff in. There was also a water pitcher in the locker room that had a old lime and orange slice in it that was luke warm. The pitcher itself looked very dirty but I couldn't get a good look at it because it was filled with warm water. The massage was ok, but there was only a thin sheet covering me where I would have expected a thicker blanket because you don't have any clothes on. It was definitely a little uncomfortable. Afterwards, I was told to change and I noticed that the pitcher was emptied by the receptionist. This is where I could pick up the pitcher and realized that there was MOLD all in the inside of it. At this point, I did not feel like I was in a clean facility and was very upset. It also didn't help that the massage therapist was waiting with the receptionist with his backpack and coat on like he was just waiting for his tip. Multiple e-mails were sent to the owner who said I was lying and disregarded my concerns.

1
★☆☆☆☆

My issues started immediately when I scheduled the massage online with the spa. When I called the number to confirm and get additional details regarding my appointment, it took me a half hour to get through. I think they have limited phone lines, so if someone was on the phone, it would beep busy. That was very frusterating when I was visiting the spa for the first time and wanted to make the most out of my experience. Additionally on the day of the appointment when I called to get directions and information about the parking garage because they were located in the city, she told me rudely that she didn't know and I had to call the Omni hotel where they are located in to get that information. When I arrived for my appointment, I had a receptionist who quickly/rudely pointed to the locker room and told me to come back when I was changed. It was a very cold pass off where I was hoping I would receive 5 star service. The robe and used flip flops were shoved in the locker where I also could barely fit my stuff in. There was also a water pitcher in the locker room that had a old lime and orange slice in it that was luke warm. The pitcher itself looked very dirty but I couldn't get a good look at it because it was filled with warm water. The massage was ok, but there was only a thin sheet covering me where I would have expected a thicker blanket because you don't have any clothes on. It was definitely a little uncomfortable. Afterwards, I was told to change and I noticed that the pitcher was emptied by the receptionist. This is where I could pick up the pitcher and realized that there was MOLD all in the inside of it. At this point, I did not feel like I was in a clean facility and was very upset. It also didn't help that the massage therapist was waiting with the receptionist with his backpack and coat on like he was just waiting for his tip. Multiple e-mails were sent to the owner who said I was lying and disregarded my concerns.

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If you haven't had a chance to enjoy Lux Spa and Fitness, you definitely want to! The setting and staff is amazing, by far the best Spa in Philadelphia!!

5
★★★★★

If you haven't had a chance to enjoy Lux Spa and Fitness, you definitely want to! The setting and staff is amazing, by far the best Spa in Philadelphia!!

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2 out of 2 people found this review helpful.

.

I bought a couples package for my husband and I at this Spa- not knowing what to expect.. I was AMAZED! This spa knows how to do it.. the staff was very enjoyable. the services were amazing.. my husband and I keep telling people about this spa. We are from Jersey and would travel to this inner city spa any day of the week! Parking is not a problem.. and the beautiful Omni Hotel is great! We found out that you can even stay over night! WOW- we might go back for New Years!!!!

5
★★★★★

I bought a couples package for my husband and I at this Spa- not knowing what to expect.. I was AMAZED! This spa knows how to do it.. the staff was very enjoyable. the services were amazing.. my husband and I keep telling people about this spa. We are from Jersey and would travel to this inner city spa any day of the week! Parking is not a problem.. and the beautiful Omni Hotel is great! We found out that you can even stay over night! WOW- we might go back for New Years!!!!

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Wonderful Spa! I had an amazing facial and massage at this magnificent facility. The technicians were very educated, AVEDA products are amazing.. and their pool, sauna, whirlpool... and fitness center is free if you get treatments. I have been to almost every spa in Philadelphia, and no one does it like Lux Spa and Fitness. I will be back.. every month. I highly recommend this get away for anyone!

5
★★★★★

Wonderful Spa! I had an amazing facial and massage at this magnificent facility. The technicians were very educated, AVEDA products are amazing.. and their pool, sauna, whirlpool... and fitness center is free if you get treatments. I have been to almost every spa in Philadelphia, and no one does it like Lux Spa and Fitness. I will be back.. every month. I highly recommend this get away for anyone!

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1 out of 1 people found this review helpful.

 

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