Massage Envy Spa

After being a member for a few years and getting my husband a membership as well we both recently left as our favorite massage therapist quit. The front of the house has always seemed somewhat aloof and never very helpful, the management recently outdid itself during my last interaction.
Before cancelling membership my husband transferred a 50 minute credit to my sister as a thank you gift. When one cancels membership at M.E. one has 30 days to use any existing credits or they are essentially forfeited. My sister called recently to use the gifted massage and was told it had expired 30 days after my husband cancelled his membership. I thought there must have been a misunderstanding so I called back after my sister was denied the service only to be told by the manager on duty that it was indeed their policy to cancel all credits even ones that had been transferred to another person. After some back and forth she said her hands were tied but an office manager would call the following day to see if she could help out.
Long story short, no one offerered any assistance or solution and since we were never informed of this 30 policy including transferred credits we are disputing the charge with AmEx.
There are too many other spas and freelance massage therapists in Sonoma Vallet to give this establishment your money. My advise would be to pick any of those other spas beside these corporate, «our hands are tied, no way around our policy» jokers.

NO STARS DESERVED!!! Absolutely terrible experience, from the moment I walked through the door. And we were there on vacation, trying to relax! I left there more stressed than I was when I walked in! DON“T WASTE YOUR MONEY HERE!!!

This place blows! My husband are always on a «list» for massages. They are mediocre in quality and the rooms are always cold. My husband and I both have filled out the survey that you get in email stating how unsatisfactory service/​massage were. We signed up for the membership for health reasons and now can’t get out. Owners must not read the surveys or must not take them seriously. The front desk help is even more scripted than the factory timed 55 minute massages.

I signed up for a membership, had great massages and terrible customer service for a year and a half. After so much time it just got to be too difficult to deal with the incompetent staff so I canceled. Now they won’t let me have the last massage I paid for under my membership contract because I am five days past its «expiration.» As though something like that has a hard and fast expiration date! Stay away at all costs and DEFINITELY don’t do the membership.
Also, for the majority of my membership they didn’t even have someone doing facials on site, so that wasn’t an option for members and nothing was done to mitigate the membership costs for those who had already purchased one. All around a terrible business.

TIP* Stay away. Dont give them your credit card.
Well, I guess it was just a matter of time before I too received horrible service.
I have been a member for over 4 years. During that time paying on time monthly.
I moved from Fremont, CA to Sonoma, CA and wanted to continue my services as I was told in writing I would be allowed to do.
Since going, I have been randomly charged on my credit card for appointments that should have been taking from the 30 hours on my file.
I asked ‘M’, an employee of the Sonoma location, on more than one occassion to give me a copy of my account. I was told no one told her how to do it (owner: where is your new hire training?) and she could just count them out (What on your scren? Then where is my documentation?)
I told her this was not preffered and I wanted an accurate account of my hours to be used. She advised me that on my next visit I would have it.
Today I just got a reminder call from M, from the Sonoma massage envy for an upcom8ng appointment. I asked her if she had my information, which she still did not have after weeks of waiting. I asked to have a manager call me back. She then past the phone to someone claiming to be the Manager by the first inital ‘D’ who claimed she was not required to assist me as:
1) Due to the closeness of the other massage envy they weren’t required to transfer my hours on the books with Fremont, CA to Sonoma, CA *PER MY CONTRACT YOU MAY USE YOUR MEMBERSHIP BENEFITS AT ANY OF OUR LOCALS NATIONWIDE.
2) She added in addition that I was only allowed to transfer one hour per month from my existing account to be used at the Sonoma facility. *PER MY CONTRACT IT STATES, YOUR PAID MEMBERSHIP ALLOWED YOU TO REDEEM ALL MEMBERSHIP SERVICES IMMEDIETLY OR AS DESIRED, THROUGHOUT THE TERM OF MY MEMBERSHIP WHILE PAID
I asked to speak to the owner and was placed on hold for five minutes while she came back with an email address saying he did not want anyone to call him.
Really? I’d say you need to call me as I’m filing a complaint with the better business bureau against you. I have a binding contract. Your location and staff need A LOT A WORK. Disappointed your even on the square treating locals like you do.

I am now loving Massage Envy in Sonoma. You have to find your own way, learn about the therapists you enjoy, and manage your own experience. Once you have this down, it’s a wonderful service and affordable… Plus the front desk team is much better organized and on top of things. I look forward to my monthly visits!

I have been a member with Massage Envy for five years. So far, Sonoma’s Massage Envy has been the biggest disappointment. For starters, the massage therapist (Sarah) ran ten minutes late, did not apologize, and had an attitude with me when I asked if we were still doing a ninety minute massage. She was short with me and then proceeded to man handle me during the massage. She was so rough, I feel like I have bruises on my back and arms today. It was not a pleasant experience. But the worst part is that I never did get my eighty minute (one and a half hour massage). Sarah decided to charge me for ninety minutes, but cut the massage short at a s
eventy minute massage. When I told the front desk person, she simply said, «There is nothing I can do.» Wow!!! If I wasn’t on vacation, I would have insisted on seeing the manager or owner.

What can I say their customer service sucks… they did 3 debit on my account with a week different between each, I call on ⁹⁄₃ and they said the manager will call back, never did on ⁹⁄₂₁ they do another debit I called some thing the manager will call you back never call. I called today and she said she will call me in a week with an update. I better do not hold my breath on this. I added one start because they finally solved my problem in November and they were nice I think you just need to catch the person that knows how to work. Also if you are visiting Is Great I enjoyed the massages and facials, good therapists

thieves, liars or idiots, you decide
My sister, who works weekdays, has the membership and was unable to book weekends so, after several attempts offered the massages to me also. I was unable to book weekdays or weekends so finally gave up. Sis’s membership was about to expire so she managed to book in advance 2 90 minute massages and 1 facial a week apart.
After a totally lame facial where she had to pay for the product on her face, she double checked the date for the following week and was told it was today.
On arrival they said it was yesterday, but no one called asking where we were for 2 90 minute massages, I guess they would rather stand around on a Saturday. Or lie on a Sunday.

I had a great session with Sarah — she’s awesome! Front desk was super friendly and helpful, I became a member. While I prefer full service spas, this is an affordable and easy option — I was pleasantly surprised!

I’ve been a member of this spa for 2 – 3 years and am completely satisfied with the therapist (Christine) and esthetician (Neva). Christine seems to know exactly what I need and I feel much better after seeing her. Neva is very knowledgeable and has been quite helpful in repairing my sun damaged skin. After reading another review of Neva I was compelled to submit my review to Unilocal.In the short time you have with the esthetician I prefer her not to sugarcoat things and be honest about what is the best solution to my problem. Both of these women have enhanced my life and feel much better off for their excellent service.

I got a facial from Neva and it was absolutely horrible! Worst experience I have ever had at any type of spa. She was completely rude and disrespectful to me. All she did was basically insult me and the condition of my skin the entire time. I will never get a facial there ever again. I got a membership there as a gift, this was my first time there. I’m going to try and massage and if the experience is my amazing I will be ending my membership there immediately, and I’m not even the one paying for it! I do not recommend going here and wasting your money.

Overall it’s a 1−1&½ star but feeling kind around the holidays.
Some good therapists but mostly bad and they turnover often so you can rarely schedule a good one. The facials are even worse. The membership is a ripoff because they don’t tell things like:
1. Auto renews after a year on a month to month basis
2. You only have until the next payment date to use any unused hours (in my case I would have had to use 4 hrs in 10 days during the holidays and a new full time job)
3. Was told others could use them during member timeframe but not that there was $ 10 charge fir each hour.
4. Emailed to cancel and no response so make sure to call, write or stop in!
I stopped in to cancel and there was a hesitance and effort to keep us on board and the form required 4 signatures from differently levels. This is not the customer experience I expect versus a real spa!
The Fairmont, McArthur place and and the Marriott are safer bets if you want a true spa experience.

I haven’t had a massage in over a year and a half and it was desperately needed. This is my first time to a Massage Envy and it was pretty good. I had the introductory cost of $ 49 for an hour long massage. I had to fill out additional paperwork for it being my first one and then I met with Diane. She was pretty good and worked on particular areas that was clearly in much needed attention. Moves seemed kind of rushed and a choppy technique seen in movies was interesting. Then again it’s been over a year since I’ve had a massage so maybe it’s what’s hot nowadays. IDK. Nonetheless, she helped me out and I was so relaxed after that I let myself fall asleep when I think I should have been changing. I really didn’t want to talk when I met up again with my GF in the lobby. And I was in bed by 8 PM that night because I was still so relaxed. I’m not sure I would become a member but I do need to find a masseuse that is much convenient for me. Thanks, Massage Envy.

I took my Valentines Day Gift card to the Sonoma Square location last week and had a really nice experience. The girl at the front was nice and Tim brought me back 10 min early! I felt like a new person after my 1.5 massage with sugar scrub foot rub! I look forward to my next visit! Thanks to my hubby:)

I love Diane (massage therapist) at Massage Envy Spa! She is amazing! She really listens to me and what my needs may be that day! If you’re in town visiting for the weekend, definitely ask for her… she will not disappoint!

This is a brand new location and I am a fan of Massage Envy since I joined. The price as a member is just great. If you come to visit this location, I recommend to book an appointment with either Tim or Leslie!

I agree with another poster who said the therapists deserve more stars than are possible to give, its the front of the house that has me annoyed. Twice I have made an appointment only the appointment doesn’t exist, or were made on a day I would never have scheduled it on. On the other hand they were able to fit me in last minute on a day I really needed it.
Its clean, beautiful, and I have seen 3 different therapist all of whom were fabulous. I left feeling ten times better.
My biggest complaint with the front of the house surrounded by husband’s birthday «surprise.» I wanted him to have a massage on his birthday so I called and scheduled it. The girl said oh he has an membership and I said, yes but this is a surprise, I’ll pay for it.” Which I did. I asked her to make sure he wasn’t called by them for a reminder of his massage. Not only did he get a phone call but and email reminder as well. What part of surprise isn’t clear?
As expected, his massage was great, he raved about the therapist so it all worked out despite the people answering the phone…

Let me start off by saying the therapists get 8 stars. I’ve been worked on by a couple of them, and have nothing but positive things to say.
The negative rating comes from the front of the house. Needless to say I am not impressed at all. I went in the other day ready to sign up for a membership and was told to «just do it when I come in for my massage». I find it strange a business wouldn’t take my money given an opportunity, but maybe that’s just me.
I was scheduled for a massage the following day and I showed up 5 – 10 min early. I walked through the door, and the lady behind the counter had this blank loook on her face. I tell her I’m here for a 9 am and she tells me my therapist isn’t coming in today. She then tells me I was rescheduled with another therapist. Maybe it’s just me, but one would assume I would of gotten a call telling me this. They harp on the 24 hour cancellation policy, but they don’t reciprocate if it’s on their end.
Needing to get my back worked on, I was inclined to reschedule and told the front desk lady anytime next week monday afternoon on. A minute or so goes by and she says I have nothing monday so what other days? I tell her monday on and she says oh yeah. I had to leave at this point
Short:
Massage therapists are great from what I have experienced. The front of the house is lacking based on my interactions with one individual on multiple occasions.
NAPA is much friendlier and a shirt drive

I received a Gift Card from the BF for my birthday. This is the first professional massage i’ve ever been too. So i was pretty excited and admittingly, nervous at the same time.
Upon walking in, i was instantly relaxed. They gave me a nice warm lavender neck pillow to use while filling out my paperwork and waiting.
The front desk person, i beleive her name was Emily, was very kind, and enthusiastic about her work i could tell.
My masseuse was Dan. Needless to say, he is the ONLY one i will go to from now on! He is absolutely amazing. Hands of GOLD and HEAVEN! I was so relaxed thru the entire massage, it seemed like time flew by and it was already over.
Because this was a birthday gift, and it was my first visit, they gave me free aromatherapy and let me take home the rest of the bottle. (AWESOME!)
At the end of the massage Dan brought me a glass of water, thanked me for coming in, and walked me out front to pay.
I was so pleased with the service, and just the general fact that, that was the first time in years i hadn’t felt back and/​or shoulder pain, i decided to sign up for a 6 month membership, to give it a try.
I highly reccomend this place for anyone looking to get a great massage, and at a decent price, and if you are one who wants to make it a regular occurance (like i do!), membership is the way to go ($ 59/​month for membership, which includes discounted rates and a free massage every month).