The Spa At Pine Mountain Resort

I have been to the Spa at Bear Cove Falls twice before and the experience was fine. However, my last visit on Oct 10, 2015 left a lot to be desired. My husband and I were having the deluxe couples massage with the bath and fruit/​cheese tray. I asked for a 90 min massage, but when we checked in, we were told it’s only 80 minutes. 10 minutes may not be that long but it’s still the fact that I wasn’t told it was 90 minutes when I made the appointment.
Here are the things that went wrong during our visit (in order):
1. Nickelodeon cartoons were playing on waiting room TV when we got there. Not a very peaceful relaxing setting.
2. We were not asked if we prefer a male or female masseuse. Both of us would have preferred a female but instead we got a male and female. The male masseuse was not even dressed very professionally. He looked like he was going to the gym.
3. Female masseuse spoke to me and introduced herself, etc… while the male masseuse did not even say hello to my husband.
4. Ceiling fan was going at a very high rate with the windows open. With massage oil on and being uncovered that made us very cold.
5. My table heater was on, however, my husband’s was not. When asked about it after the massage, when he realized mine was on, the male masseuse said nothing. Some other lady went over and looked at the control and said, «Oh, it’s turned off».
6. Both massages felt like there was no technique. We both told both of our masseuse to apply more pressure. That extra pressure lasted only about 5 minutes. It felt more like a regular back rub that anyone could give. It did not feel like a massage that a trained professional should give.
7. When the massage was finished, the female masseuse said she would meet us downstairs. I had to correct her to say that we had a bath and food tray. She said for us to stay on the tables, while they turned the bath water on and fixed our food tray.
8. We waited at least 15 minutes for them to return with our food tray so that we could get into the bath. My husband had to get up and turn off the bath water so it wouldn’t overflow before we could even get in.
9. When they came in to deliver our food, another person came in and grabbed a blanket and heating pad out from under my husband as he was sitting on his massage table. She made the comment that they needed that for another room. Are they seriously going to reuse a blanket without washing it? And they don’t have enough heating pads for all the tables? Very strange…
10. We were suppose to have an hour in the tub after the food was brought in. After about 30 minutes, someone just comes barging into the room without knocking. I guess we should have locked the door, but honestly, I didn’t think about it or even think that I needed to.
11. After the person walked in, we had had enough of all the things that went wrong that we decided to leave — even though we still had half the bath time left. Enough was enough. We had one towel and a woman’s towel wrap with straps to dry off with. There is a bathroom and shower connected to the room for us to shower afterwards, and there were no towels in there either.
Overall, extremely dissatisfied. I would avoid this place. Go somewhere else and spend a little more money if needed. You definitely get what you pay for.

I booked a massage for my wife’s birthday during our vacation. Rita called the day before to reschedule. Then on the day of the massage we went to one of two addresses sent in the confirmation email. Apparently it was the wrong address and rather than offer to reschedule, Rita simply said, «Too bad!» The confirmation email did not say which location (Pine Mountain/​Bear Cove), gave two addresses separated by a /​, and only gave one phone number that I called several times without any answer. Rita was rude, talked over me and refused to be reasonable to reschedule. I would never recommend this place.

STAY AWAY!!! This place is horrible. Had couples massage scheduled for day after Valentine’s Day arrived at Bear Cove Falls location 20 minutes early. Was told our appointment was scheduled for the other location — although it specifies when you book an online apt you will be at Bear Cove Falls unless told otherwise. So we hop in the car and race to the other location so that we aren’t late which is only 4 miles away but with Pigeon Forge traffic it takes about 20 min. On the way there I receive a call from the lady at the front desk named Ann which is the Bear Cove Falls location she asked if we were on our way to the other location– duh– and told me they were running 15 mom behind schedule so I said ok and hung up. As we arrived at the Pine Mountain location she called again and stated now they were running an hour behind. Not ok. We are from out of town and could not wait an hour before seen. Hence the purpose of making an appointment. The lady at Pine Mountain named Ruth was just as rude as Ann. Someone dropped the ball when booking apts and screwed ours up. Both ladies had attitudes you would never expect at a place of business. Non professional and wasted 35 min of our lives not to mention we never got our massages. Do the research first and see all the bad reviews on trip advisor before making your decision to go here. When you try to complain to someone there they only give you an email to write your complaint to. Enough said. Probably bc they get so many complaints. Horrible horrible place. Ladies find new jobs because the customer service your providing which is none is going to get you fired quickly. People like this should not be able to work in the public eye. Find another location that has it together and is accommodating and professional.

My husband and I enjoyed a couples massage at the Bear Cove Falls location. We had a wonderful experience and will certainly come back on our next trip.