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Lapis, Spa At Fontainebleau
Lapis, Spa At Fontainebleau

Lapis, Spa At Fontainebleau Reviews Summary

Spas | Miami, FL

What do customers say about Lapis, Spa At Fontainebleau?

As of Mar 06, 2024, 480 customers have reviewed this business and rated it 4 Star out of 5. The following report provides an in-depth analysis of customer reviews collected.

Source: This report was produced by TrustGuide based on a randomly selected sample of 10 publicly available reviews, sorted by relevance. See source

Verified by
Souad Boumerar
Published on
March 6, 2024
Last updated
March 13, 2024

Overall Reputation

Based on the selected reviews, Trustguide has assessed this business as follows:
Positive
Neutral
Negative
TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
4
/5
480
reviews
Excellent
Good
Average
Fair
Poor
Trustguide uses AI for unbiased and objective review summaries. We strive for accuracy but aren't responsible for source material or decision outcomes.

Lapis, Spa At Fontainebleau's customer reviews analysis

Evaluating the recent feedback for Lapis Spa, the overall company reputation appears to be mixed, with significant negative experiences overshadowing many of the positive aspects. Patrons commonly describe the facilities as either 'beautiful' and 'luxury' with a comprehensive treatment menu, or as 'dated,' 'dirty,' and lacking in expected amenities. There are repeated occurrences of guests not receiving the full services they paid for, such as omitted scalp massages and unavailable spa features, despite high costs. Customer service issues are repeatedly noted, with some staff described as 'unprofessional' and 'frustrating,' and others like Maribel and a few massage therapists mentioned as 'nothing but fabulous' and 'professional.' Miscommunication and a perceived lack of transparency—especially concerning the availability of amenities and services—are also prominent points of discontent. Operational issues such as the need for more robes, towels, and properly functioning facilities are concerns that have negatively impacted the guest experience.

Positive Feedback

Positive aspects of customer feedback for Lapis Spa predominantly highlight the aesthetics of the spa, with patrons finding the spa layout and ambience 'very nicely laid out' and the experience to be 'beautiful.' Individual company representatives like Maribel are praised for providing excellent care, indicating that some staff members contribute significantly to positive guest experiences. In addition, some customers are pleased with specific treatments and the professionalism of certain therapists, suggesting that individual service encounters can be satisfactory. The comprehensive treatment menu and anticipation of enjoying a full range of amenities are also mentioned positively, indicating that customer expectations are high due in part to the spa's promising offerings.

Concerns and Threads

Concerns raised by customers about Lapis Spa center around several key negative aspects. Front desk service has been criticized, with experiences of lying about availability and poor interactions noted. Inefficient processes and a lack of adequate staffing at key points, such as robe and locker distribution, are causes for frustration. The availability of amenities or lack thereof, including out-of-order features, insufficient towels and robes, and underperforming essential facilities like showers and toilets, has significantly impacted customer satisfaction. Issues surrounding transparency, particularly regarding service availability and the conditions attached to bookings, such as spa access for salon services, have led to customers feeling misled and disappointed. Furthermore, there have been comments about the facility appearing 'dated' and 'dirty,' which detract from the luxury experience clients anticipate from such a high-priced service.

Frequently asked questions about Lapis, Spa At Fontainebleau

Are all advertised spa amenities always available to guests?

Based on customer feedback, there have been instances where certain amenities were unavailable. We recommend contacting Lapis Spa directly prior to your visit to confirm the availability of all features and services.

Can I receive a full refund or service compensation if I do not receive all the components of my spa package?

The spa's response to service discrepancies is not explicitly mentioned in customer reviews. It would be advisable to inquire about the spa's refund and compensation policies when booking your appointment.

What should I do if I encounter issues with the cleanliness or operational status of the facilities during my visit?

If you have any concerns during your visit, it is best to report them immediately to spa management to address the issues promptly. If management is not available at the moment, follow up with the spa after your visit to provide feedback and seek resolution.

Recent customer reviews and testimonials for Lapis, Spa At Fontainebleau

Lapis, Spa At Fontainebleau
yani estevez
3-Star
3 months ago
The cost is on the higher side. The massage was okay, but I paid for a scalp massage that I never received, and that left me quite disappointed. Despite this, I'd consider returning to the hotel for its incredible pool and facilities, although the spa didn't live up to my expectations.
Lapis, Spa At Fontainebleau
Sandy M
3-Star
a week ago
Very nicely laid out spa model. 5 stars to the architectural and design team. Spa Management Team: Please look into improving transparency and flexibility regarding your availability and the range of services offered, including options for extending and enhancing services. Chris at the front desk shouldn’t have to be lying about availability or anything. (Especially when you can just call back and make a new reservation, as I did) One person giving robes and lockers is not it. She was frustrated by the amount of people forgetting their locker code, or the process to open. We also shouldn’t have to ask for sandals. Guest declining sandals is better than having to ask for them. Make it luxurious consistently for everyone!!! Prior communication regarding the unavailability of collagen products to provide facial services would have been appreciated. It’s my order and time not yours. After all the elements rain tunnel, deluge shower, and rain room with shower was out of order/not in service. It was really hard to transport my mind, body and soul to new places after my interactions with Chris and the robe/towel/spa slipper/locker desk. Asking who am I again…as if they were the front door and I had no reservation. Both check in desk should communicate better. Make it luxurious consistently for everyone!!!
Lapis, Spa At Fontainebleau
Deb C
3-Star
4 months ago
This is a very nice spa. The massage was good. I didn't get to enjoy the amenities to the fullest but they were available. I can't wait to go back and get a taste of all they have to offer.
Read all reviews
TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
4
/5
480
reviews
Excellent
Good
Average
Fair
Poor

About Lapis, Spa At Fontainebleau

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