Just Came back...Spa Services Complaint

[firstcruisebuzz]

My daughter and I just returned from a wonderful week on the Allure of the Seas Eastern Caribbean cruise. I have so many wonderful things to say and will do an extensive review of the positive but did want to mention my one main complaint. The upselling at the spa. We each had 2 different therapists and they spent a large amount of time going over an education before about lactic acid and toxins. She then wanted to know why I just wanted a Swedish massage and try to upsell hot rocks for $20.00 more. Now at this point I am worried that my 18 year old daughter at the same time is getting the hard sell and I will have an even larger spa bill. The massage was very good although she finished 5 minutes early, and left to write down all my issues and all the products that they have that will help the problem I have with toxins and that these specific bath soaks products they have that will help. I refused and she said that it can be shipped to the house. Again I refused. When my daughter and I compared what was said to her from her therapist, it was the same. My 18 year old daughter has exactly the same problems in her muscles as her 48 year old mother. It was an expensive massage that was well done however the upselling really left us with a negative feeling. It is too expensive to have to be put on the defensive and obviously they use the same "sale speech" on all ages ;)

Edited July 5, 2016 by firstcruisebuzz

[Moltar]

Yep. Simple, Just Say No. It's part of their job and it has been forever. I always get a massage on a cruise and when they start with that I politely say, not to be rude, but I have these products already, thank you or I am seriously not interested at all, thank you.

Edited July 5, 2016 by Moltar

[setsail]

It's what they have always done, it's their job to sell. Gives you great expirence for port shopping

[densol]

Most of the purpose of a message is to relax ! I bet you couldnt relax because of all the upselling and worrying about your daughter. Id be annoyed too and complain for sure. Thanks for posting - ive never had one before, im even more reluctant now

[janlou37]

This is what they did to me last time, and I haven't been back since.

 

 

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[Snit13]

Before the therapists begins my massage, I tell her/him politely, "Don't waste your time trying to sell me products, I already have them at home." Works every time. I have never been challenged by them and am able to relax and enjoy my expensive massage. Can get 2 at home from my therapist for the same price. On vacation so I splurge on port days.

[firstcruisebuzz]

Most of the purpose of a message is to relax ! I bet you couldnt relax because of all the upselling and worrying about your daughter. Id be annoyed too and complain for sure. Thanks for posting - ive never had one before, im even more reluctant now

 

I agree! I actually laid there thinking, what did my daughter get talked into? She has never had a massage and could have easily said yes to an upgrade. I did feel how you said...it is to relax not to be put on defense mode. Plus she spent a lot of time on selling. I think my 50 min massage was 40 min.

[mjkacmom]

The cruise line gets the majority of their profits from what you spend onboard (alcohol, casino), the spa gets most of their profits selling product - you are going to get a hard sell, unless you opt out verbally or in writing. They are just doing their jobs.

[Pratique]

My DW also got the upsell at the spa on Allure, and it really bothered her because it was so unrelenting and because it ruined the entire spa experience for which she had already paid quite a bit for. My wife repeatedly declined but they kept pushing and pushing for over 20 minutes and finally she relented and bought some products just to get them to stop. It turns out that the products were pretty useful to her and the same price as at home, but still...

 

Someone on CC posted that if you write "no sell" on the medical release they won't try to upsell.

[Half Pint]

I don't care if they are 'just doing their jobs'. It is irritating and makes what should be a relaxing event stressful.

 

That is why I won't ever get another massage on a cruise.

[Moltar]

I see it differently, love getting massages on my cruise. Never felt stressed or pressured, they listen to me when I say not interested. I'm so sorry for you that have been pressured for 20 straight minutes. Never ever had an experience like that.

[suite dreams]

I too always tell them at the beginning that I will not buy any products and do not wish to hear about them. I try to say this as nicely as possible and am pretty generous with the tip. I frequently have more than one spa experience per cruise. So, it is good to get this issue out of the way early on. I agree it can ruin the experience having to listen to all of the talk about toxins and products. This happened to me on my first cruise years ago. Has not happened since.

[scorpluvsdolphins]

I have never had a problem as I tell them upfront if you try to sell me one thing you will not get a tip.

I am not here to listen to your products I am here for a quiet wonderful massage.

If you give me a great massage with no talking I will be giving you a nice tip.

It has worked every time.

 

 

 

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[CMurph]

While I understand it is "their job" to sell products, it really does take away from the spa experience. Even when you say no upfront, sometimes they still find a way to pressure you. I was once told I would have a dowagers hump if I didn't use the products. Those of you who don't get the pressure sell, you are very lucky indeed.

[dln929]

While I understand it is "their job" to sell products, it really does take away from the spa experience. Even when you say no upfront, sometimes they still find a way to pressure you. I was once told I would have a dowagers hump if I didn't use the products. Those of you who don't get the pressure sell, you are very lucky indeed.

 

I agree. It's always hit or miss with me if I enjoy the spa experience and lately it's been more hit than miss so I've given up on it.

[tgnorton]

I don't care if they are 'just doing their jobs'. It is irritating and makes what should be a relaxing event stressful.

 

That is why I won't ever get another massage on a cruise.

 

Totally AGREE!

 

They are not "just doing their job", they are being paid by YOU to do a massage. They want to make more on you by selling products. Unacceptable, so I just choose to get massages elsewhere. It's a shame = but would not recommend spending money to get a massage on a RC cruise ship (no other cruise line experience), because they are going to waste your "relaxing" time and money you already spent with upselling.

Edited July 5, 2016 by tgnorton

[Xport]

When you fill out the pre-service questionnaire, clearly write [and underline] the words "No Product Sales" at the top of the form and bring it to the attention of the Receptionist or Therapist to whom the form is returned with a comment that non-compliance with your request is unacceptable...

 

On the very rare occasion when such request is missed or ignored, a quick reference to the initial request has always stopped the "sales spiel" immediately...

[cb at sea]

The PRODUCTS are how they make a profit.....all you need to do is say beforehand...."I'm looking forward to the massage, but I will NOT be buying ANY products, so please don't give me a sales pitch"! That should stop it!

[tinkertwo]

I'm in the 'no sales or no tip' camp. If you mention that their tip could be in jeopardy at the beginning, that should shut it right down.

[firstcruisebuzz]

The PRODUCTS are how they make a profit.....all you need to do is say beforehand...."I'm looking forward to the massage, but I will NOT be buying ANY products, so please don't give me a sales pitch"! That should stop it!

 

I feel with the prices they charge, they should be making profit on the actual service we are paying for without having to ruin the experience in the process trying to sell additional items.

Edited July 5, 2016 by firstcruisebuzz

[torpeedo]

Ive had the same experience with a facial...$300. No thanks! I don't go to the spa at all because of all the upsell beatdowns you have to go through.:mad:

[Moltar]

Ya'll tip even after the automatic 18 percent gratuity fee on your massage? That's crazy to me.

Edited July 5, 2016 by Moltar

[critterchick]

I too always tell them at the beginning that I will not buy any products and do not wish to hear about them. I try to say this as nicely as possible and am pretty generous with the tip. I frequently have more than one spa experience per cruise. So, it is good to get this issue out of the way early on. I agree it can ruin the experience having to listen to all of the talk about toxins and products. This happened to me on my first cruise years ago. Has not happened since.

 

At one point they stopped the hard sell. But I think that, now that they're automatically adding 18%, they aren't afraid of retaliation. Steiner (the spa operator) puts enormous pressure on them to squeeze every nickel out of the passengers. I won't say that they encourage them to lie, but I've heard enough carp that I suspect they do. "You can only buy Elemis from a licensed medical professional (they sell it at Nordstrom)." "Look how your wrinkled forehead is smooth now! (Wait until I take off the headband that stretches the skin)"

 

Ya'll tip even after the automatic 18 percent gratuity fee on your massage? That's crazy to me.

 

I don't, unless I've had a really great experience.

[Carole2313]

On the Oasis they had a first day special on massages so I booked one. The massage was good but 2 women kept trying to sell me oils and lotions. After I said I didn't want to buy anything, one of the women said You don't want to fix your blotchy skin? What about your chin! I got ticked off at them and said just give me the bill. The whole experience was ruined for me, and when I saw the bill on TV it had the regular charge, not the special price! Customer Service made it right after I said I wasn't buying another thing on this cruise. I haven't been back since then but I got a great massage on St Martin from a little French girl for much less.

 

 

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[ReneeFLL]

I don't care if they are 'just doing their jobs'. It is irritating and makes what should be a relaxing event stressful.

 

That is why I won't ever get another massage on a cruise.

 

Same here. It is very, very annoying when it should be relaxing. I have no problems telling them no, but I shouldn't have to. I paid for a relaxing massage and not someone constantly talking and trying to sell me more. Ear plugs also work, but never, ever again. It's just not worth the annoyance.

Edited July 6, 2016 by ReneeFLL