Spa Castle

I believe that Spa Castle was the best thing in Queens thus far! I agree that the staff used to be very rude. However, I believe that they have changed their ways for the better! What I truly dislike is the lack of responsible parents who tend to let their child roam around and then complain if something happens to their child. I believe that negligent parents shouldn't bring down the fact that Spa Castle is an amazing place in Queens. I feel like this place is like six flags you have to wander around and experience it for yourself! I despise some of the customers who claim that they have gotten their stuff stolen because this is one of the safest places I know. The locker system is fool proof. If you don't know how to scan and use your keys then why should others be blamed? I hate that this place has so many bad reviews because all of them seemed untrue when I came to enjoy a day at the spa.

Actually, my friends and I have been going to spa castle for almost 2 years now and though we use to joke about not telling anyone about the place (because we felt it was a hidden gem), it has been deteriorating with each visit. Biggest complaint over past year are more and more things not working. Unsupervised children in the pool. And one visit the stench of something awful in the pool brought no attention from the staff.

Today's visit was the worst ever. We always get there early in the a.m. because the pools tend to be left unsupervised and children with floating tubes all over the pools. Early in the day, its pretty empty. The last time we were here, the power jets were not turned on and we waited about half hour. Today, you couldn't put your foot in the pools, the water was so cold. We were told it would be fixed in 30 minutes. We waited 30 minutes in the hot tub by the pool and still no improvement in the temperatures of the pool water. We were told it's being worked on. Since I had a massage scheduled, I knew I was not going back up to the pool. I would have to be out of my wet bathing suit and dried off for the massage. Had the massage and we found the pools empty. We decided to leave but to speak to the manager.

Management claimed (though I think the guy we spoke to was not management) and insisted the pool was fine after 11am. We told him one of us had gone up there and not only was the pool still cold there was no one in the pools. The manager apologized and said, "Nothing we can do." I told him I wanted either my entrance fee refunded or a pass for my next entry fee. We also explained between the three of us visiting we spent quite a bit of money. He then responded, we'll give u a juice item on your next visit. Talk about insulting. I asked him for the managers name and he handed me a pamphlet.

Rip off city. The place is getting dirtier, a lot less supervision of the children in the pool, non working pools, non working power jets. This place has no class anymore. Staff is not helpful and so called management is rude.

Our scheduled massage appointment was for 2:30 PM. When we arrived on time for the appointment we were unfortunately in line behind 80 members from a local church also signing in to use the facilities so we arrived about 15 minutes late for our appointments and was told that they would have to be rescheduled. Our appointments were rescheduled for 6 PM and my daughters and I took advantage of the other amenities that were there. Every thing was going well and we were actually enjoying ourselves while we waited. We had a bite to eat from the buffet area paying on my "key" that I was assigned. When we went to the desk at 5:50 PM to sign in for the massage was when I got the shock of my life. I was told that my "key" no longer work because I had reported it lost and I was issued a new one. Needless to say this never happened. I never had a conversation with any one that I had lost my key.

I went to the ladies locker room where I found that my locker had been opened by one of the employees at the request of one of the clients, without checking for proper ID and all of my cash money had been stolen, $360.00 and my locker had been rummaged through and it was left open. The rules of the establishment are that you have to pay a standard fee just to come into the spa. Once we paid the $45.00 each, for my daughters and I, we had to undress and redress into the clothes that they provided for each client. I locked my shoes in one area using the "key" that they had provided. The "key" is very similar to a watch that you strap on your wrist with your locker number displayed in big numbers on the face. After locking my shoes in the locker I was given a set of shorts and a top which I changed into. I then locked my clothes along with my purse with my wallet which had all of my personal identification in it as well as $360.00 in cash. I checked to make sure that the locker was locked, which it was. As I discovered that my locker had been open by the staff under false pretense from one of their clients I asked that the crime be reported to the police. This happened at 6:00PM, I immediately asked that the police be called and thought that they were. After about one hour of not hearing from the police I went out to see what was the hold up to discover that the staff were looking for the perpetrator and that the police had not yet been call.

I insisted that the police be call as to my understanding this was a crime. Two police officers from the 109 PCT arrived and took my report. They were very helpful and understanding and were very instrumental in me getting the $360.00 back which the manager Mr. K, did not want to reimburse me for and even questioned how he could be sure that it was $360.00. In my opinion questioning if I was really telling the truth. Now it is a little past 8 PM and I am exhausted and shocked from the whole ordeal so my daughters and I prepare to leave without receiving the services that we had gone there for in the first place. I explained to the manager, Mr. K. That we had not received our massages and questioned if we would have to pay the admission fee of $135.00 if we were to return to get massages, still trying to use the gift certificate that my daughter had given me as a gift for my birthday. Mr. K was very rude and in a way dismissed me stating that they had done all for me that they could and they were not going to do any more. He stated that they, meaning the establishment, were the victims and he walked off.

I am appalled by the lack of concern and care that was shown to me as a client that had her property stolen because of their lack of security and their customer service is the worse. My locker with all of my credit cards, my drivers license, my check book, my cash money which was stolen was open by one of their staff members giving who ever wanted it free access to all of my personal information and my personal belongings. I secured my locker, they opened it and yet I had to beg for my cash money to be retuned and to file a police report. They did not accommodate me at all for the shock and trauma that I had to endure on their part because of their lack of security and they denied me reimbursement for the admission fee. Because of their lack of security and the worse hospitality I have ever had to endure I have no plans to ever visit their establishment again, nor will I recommend it.