The Spa At Ballantyne, Charlotte

Jan 31, 2025

Booked a spa for the wife and her friend. Selected female attendants for the spa services, and while the wife's was fine her friend ended up receiving her services from a male attendant with no regard or question to confirm if it's ok to differ from the selected preference. Overly rough, poor customer service, and abismal showing for the spa overall. She was uncomfortable the entire time. For the cost of the service this was one of the worst experience described. Called multiple times to speak with someone, phone goes unanswered all times of the day and the voicemail is full. No response after almost a week after leaving the voicemail on Tuesday.

Jan 31, 2025

When I was getting my pedicure the lady talked a lot. Which I don’t necessarily mind but it was non stop. I didn’t know if she did that a lot but I went along with it because I like to listen to people. I asked her what was her favorite dish from her country and she went on a tangent about how unhealthy American food is and how everyone is obese. She kept going on about how her food from her country was better. She then proceeds to ask me “I bet you haven’t always been that size”. I was upset but I held my tongue. She then goes on about the kids here get fat so fast because all the fast food restaurants we have. I am not sure if you all need to teach her what to say and what not say but something would help. Also the pedicure was $80. I got the lavender one thinking it would be something special but it was just lavender in the water and a regular pedicure. I also got a massage and it was great!!! I would come back for that. I had to reschedule my appointment but the wrong times were chosen. I should’ve checked my email but it was okayy. When I checked it there was a lady peaking behind the corner really scary movie-ish.

Jan 29, 2025

I had an absolutely wonderful experience at The Spa at Ballantyne! This full-service spa offers everything you could want for a day of relaxation, including a steam room, two saunas, a hot tub, a pool area, and a serene relaxation room. I booked the Lavender Haven Massage, and Latanya was amazing! She used the perfect pressure and made the entire experience so rejuvenating. If you’re in the Charlotte area, I highly recommend treating yourself to this spa—you won’t be disappointed!

Jan 22, 2025

Had an amazing time!!

Jan 15, 2025

Horrible business model. Why don’t these folks answer the phone?!?! My brother purchased 5 gift cards for 5 massages as appreciation gifts for myself, my sister, his mom and his wife. They were on separate days. My sister and I scheduled our appointment for today at 10:00am. We were 40 minutes away and while coming down 485 we were alerted about multiple car accidents (like wow what’s going on in Charlotte) so I called @ 9:36am to inform the Spa representative that our GPS has updated our arrival time and it’s now 10:23am. The representative advised of the 15 minute grace period and informed that the Technician will decide if they can perform the service once we arrive. We said ok and after 10 minutes of driving, we figured that we don’t need to risk the chance of getting there and being turned away after a close to one hour drive. So I called 8 times starting at 9:46 to reschedule the appointment. No one answered the phone. My brother called to inform that they charged card close to $400.00 for a cancellation fee. 🤔 well that’s odd because you purchased gift card so you paid for gift cards and were charged a cancellation fee. So my sister and I arrived at the location to explain the issue and to explain that no answered the phone to assist us with a rescheduling option. The Spa agreed refund the gift cards. So hopefully that’s successful, my brother will check by the End of the day and hopefully they refund the cancellation fee because we tried calling serval times but It would’ve been much easier if they answer the phone

Jan 15, 2025

I had the most amazing experience yesterday with my masseuse Suzanne. She made me feel so welcomed and cared for. We talked as though we have known each other forever. I give her a 20 out of 10. I will most definitely return to see her again.

Jan 05, 2025

I bought 2 gift boxes from the spa gift shop for Christmas presents that were so cute. I live out of town and when I got home I realized that both spa boxes were missing a large bag of bath salts. I called and spoke with someone about this and they said they were going to call me back the following day. I received no follow up and gave the gifts with missing product. I feel the guest services in the spa is not to standard for the prices they charge. Each box was $82 and they seemed to not care since they already got their money.

Jan 05, 2025

My friends and I had a wonderful spa day The facility was clean and very relaxing.

Jan 05, 2025

The booking process alone is antiquated and frustrating enough to make you book any other spa. You have to call in to make a couples appointment, but good luck ever getting anyone to answer or return calls. Finally after a 3rd message in as many weeks, someone was kind enough to return my call to let me know they're completely booked. What a joke. Incoming hotel guests should have priority when this is considered a luxury location. I booked an inconvenient couples massage at 8am (WHY would any couple want to wake up at 7a to come sit in an empty lobby for 30 mins until an 8 am massage?) and will likely cancel based on the reviews and pictures. We continue to remain a guest of the hotel but the spa is SO off putting, I can't believe a good name like the hotel stands behind a crappy spa, and in this area no less.

Jan 05, 2025

Went here for a spa day to celebrate my daughter's birthday, and while she had a wonderful massage and experience, I did not. My pedicure and French manicure were simply OK, and the tech mutilated my cuticles to the point I am now experiencing infections on several fingers and toes. Also, it was a dry manicure, and after three days is chipping already. Not great. When I went to meet my daughter in the locker room area, no one was prepared to give me a locker. I had never been there before so did not know what to do. I was approached like I was somewhere I wasn't allowed to be. It was very chaotic feeling and really disappointing. I could have spent 500 bucks way better. The slides were not made for wide feet. The pool area was average, and there were only two items on the spa menu we could have eaten due to dietary restrictions. But the robes were soft. 🥲

Dec 05, 2024

Booked a 50 minute massage that maybe lasted 30 minutes. The scalp treatment made my hair fall out. The "spa" left much to be desired. Steam room was gross. Overall disappointed in the experience. There are much nicer spas in Charlotte.

Dec 05, 2024

I normally never post reviews, but my experience at the Ballantyne Spa was unbelievable!!! It was literally the best massage I ever had. If you ever go, you should definitely ask for Tracy. She was so sweet & got all of my knots out. I was in heaven. I got my first hydrofacial too which was an incredible experience. Ask for Daniel because he was so informative & clearly has expertise in this area. Just an amazing day thanks to them & the entire spa

Dec 05, 2024

Super disorganized and awkward spa experience. I’ve gone to a lot of amazing spas and unfortunately this is not one of them. From check in to check out everything other than the massage itself was a mess. My sister booked me this appt herself for a gift for my birthday and it was even in their notes it was a gift etc. Apparently they just switched systems and her credit card information was lost in the transition so they wanted to call her at that moment of check out to get it again which is completely unprofessional and puts someone in an awkward position. I chose to pay myself rather than have to deal with that situation. Check in is also super awkward. Once you check in upstairs they say you are all Checked in you can go down! Instead of walking you the 10-20 feet to the stairs so you know where you were going they assume you know. I was left looking around having no idea where to go as well as guests were doing the same thing when I was checking out. Simple things like this matter and they lack that attention to detail at the spa. At the bottom of the stairs you wait awkwardly again for a while. Showers had wet face cloths, piles of hair. I could go on and on and was not going to leave a review until the nail on the coffin was them trying to call my sister for the credit card number they lost and didn’t realize they lost until check out. Again, major lack of attention to detail here. If you are used to Grove park inn detail, this is not it! My massage therapist was great on the other hand, I would give her 5 stars.

Dec 05, 2024

This literally used to be my favorite spa in the area but my last 3 experiences have been terrible. I continued to frequent the spa because the services were good and just the customer service was lacking but today everything was bad. I was treated terribly by the receptionist in the spa as soon as I walked in because I used the "wrong door" then I had to walk out of my 80-minute massage after 27 minutes because the masseuse seemed to be scared to touch me. I asked for more pressure and she told me I would need to book a deep tissue massage for an additional $35 dollars. When I brought the complaint to manager she acted like she was doing me a favor by not charging me for the massage I walked out on. I hate that this spa is no longer what it used to be especially since the prices still are. After numerous massages and even purchasing gift cards for family members I will no longer be visiting this establishment.

Dec 05, 2024

This was my second visit to the spa as I received a gift card for Mother’s Day. My first visit was subpar and I thought that it had to be better this time. Well, I was wrong. The young lady at the front desk was very nice and even offered for me to see a manager after I told her that I ONLY enjoyed my service. Upon arrival I was told that someone would meet me at the podium downstairs. After waiting a few minutes of waiting, I decided to enter the ladies locker room to see if the attendant was in there. She wasn’t. I went back to the podium to wait a few more minutes. She finally arrived on the elevator. She seemed like she did not want to be there and was already having a bad day at 9am. She quickly gives me a locker and robe and nonchalantly explains how to lock my locker. So of course, when it was time to lock it, she was nowhere to be found and I had to climb the steps to the front desk to ask for instructions. However, the attendant was called and told to meet me at the podium downstairs again. After waiting downstairs a few minutes, I went in and figured it out. She finally showed up and I told her I had figured it out. My device was AMAZING! My massage therapist recently transferred from Rock Barn and I recognized him as soon as I saw him. I hate that I won’t be coming back to see him. The poolside rest after my massage was great. However, my key card would not let me back in to the spa area. I was able to flag down an attendant after 5 minutes of waiting and was let back in. The attendant was extremely apologetic. I asked her about lunch and she told me I would have to go back upstairs to order. When I reached the front desk, I was told that it would be at least an hour wait for food. The spa was not busy so I was baffled and hungry. At this point, I decided to leave to go and find me some lunch. I was hoping to have stayed a few more hours at the spa but my hunger was not going to make it. After this second attempt, I have decided to not return to this spa. I have a spa that I love where the attendants are attentive and I do not have to wait and search for them. I also NEVER have to wait an hour for food. I guess my spa day was more like half a day! Thank you The Spa at Ballantyne!

Nov 05, 2024

Absolutely the worst customer service I’ve ever experienced with a spa. Good luck getting anyone to call you back! After reaching out through MULTIPLE channels over serval days time I still have not received a call back. I would never recommend this place. Based on all the other negative comments it sounds like this place is a run down health hazard anyway.

Nov 05, 2024

Great

Nov 05, 2024

I recently had the pleasure of organizing a group spa day at the Ballantyne Spa, and the experience was nothing short of perfection. From the moment I reached out, Lydia went above and beyond to ensure our group booking process was smooth and seamless. Her attention to detail and commitment to making our day special were remarkable. The spa itself is an absolute oasis of relaxation. The ambiance, cleanliness, and luxury of the facilities immediately put us all at ease. Each member of our group raved about their treatments—whether it was the soothing massages, rejuvenating foot scrubs, scalp treatments, or relaxing time in the steam room. The therapists were professional and skilled, truly delivering an exceptional spa experience. Lydia’s assistance made all the difference. She ensured that every request we had was met with a smile and was always prompt with responses, making the planning process stress-free. We all left feeling rejuvenated, pampered, and grateful for such a wonderful experience. I highly recommend Ballantyne Spa for any group occasion, and I can’t thank Lydia enough for her outstanding service!

Nov 05, 2024

Just visited the spa on 10/06/24 and it’s been hours and I’m still in shock. This place is a health hazard. I cannot believe that a distinguished hotel like this can be operating such a disgusting, dirty spa. First, the service is terrible-more on that later, first, the floors have dirty grease stains, the walls and the doors have dirt prints on them. I mean I cannot believe how outdated and broken down this places is. But I think I could even work with outdated, but the filth? Not acceptable for a spa. Once I got to the spa, I couldn’t cancel anymore because they would charge you full service anyway, but as soon as I entered the spa downstairs, I refused to take my shoes off or change into their robes or sandals. The floors were so disgustingly dirty that I refused to wear any of their stuff. I took plenty of pictures so people can see for themselves. I wouldn’t believe it if I didn’t see it myself. The facial was a waste of money, I asked for one Milia to be removed and she didn’t even do that. The service? Unacceptable. After checking in at front desk upstairs, they told me to walk downstairs to the spa. No one walked me down, and when I got down, there was nobody to greet me or explain anything. I’ve been to many spas around the country and international so I know what a good spa experience looks like and the Ballantyne Hotel Spa is truly a disgrace, especially considering I paid 470 for a facial which included an automatic 20% tip. I’m disgusted of how that place is kept and the health hazards that it represents. Needless to say, I will not be coming back. Will be grossed out for a long time. I was terrified of walking on that floor or touching any doors. The bathrooms are so old and dirty. What absolute horrific, disgusting experience.

Nov 05, 2024

Was very relaxing they offer many options!

Nov 05, 2024

I wish I had asked for the spelling. I believe his name is Donnie, pronounced Danny. He was incredible. Super respectful, skilled in his practice, and he deserves recognition. I hope you know you're a gem. After reading several reviews, prior to my visit, I was very skeptical and considered cancelling my appointment. I was reluctant, but enjoyed my time at the Ballantyne Spa. This was my first time getting a massage, this occasion was brought about to celebrate a dear friend of mine. Honestly, I can't say I'll be coming back for a few reasons. Now, I am by no means experienced in this art, I'm not one who routinely gets massages or participates in going to the spa. I will say for the price, I expected a higher degree of caliber. I have dry, sensitive skin and scented lotions cause more harm than good. No alternative was available. Perhaps that is not abnormal? I find the devil's in the details and noticed a couple doors with very visible paint touch ups, it diminished the atmosphere. I was not able to reach the spa receptionist over the phone on separate occasions but was so lucky to get in touch with someone from the hotel. She was the absolute sweetest, was able to answer all my questions and guide me through it all. I didn't catch her name but she was a star. The service through and through was great. I have high expectations with anything I pursue, this didn't go above and beyond, but it was nice.

Nov 05, 2024

The staff was great and the ladies who did our pedicures are the reason they got 2 stars instead of 1. We booked pedicures hoping to use the spa (ie the sauna and pool). When we arrived we were told that our services were not expensive enough to use the spa. So we tried to add services, nothing was available. So we added upgrades to our current services to make it enough. Most expensive pedicure of my life. Then the spa itself was just ok. Not worth it. If you come make sure your bring your own toiletries (deodorant especially). I have traveled the world and been to a LOT of different spas in a lot of different hotels, this is one I would not come back to.

Oct 05, 2024

Always an amazing experience! I could live at The Ballantyne 😇

Oct 05, 2024

I visited the spa for a massage appointment on Friday, Sept 6th, they instruct you to arrive half an hour early which I did. The front desk instructs you to go down the stairs to be greeted assisted by a spa attendant. My appointment was at 6pm, I was not assisted or even greeted by anyone until 5:53pm. Before anyone came to assist me I had been waiting for close to 25 minutes. I went back to the front desk THREE times before anyone at the spa bothered to assist or even check the spa area for incoming guests. And I was only assisted because the manager happened to be coming down the stairs to the spa and asked had I been helped. I was not told to wait in the ladies lounge, how to get a robe or anything else until 7 minutes before my appointment. After I got a locker to change, the attendant handed me a robe and said "wait here" (at the lockers, not in the lounge where the therapists comes and gets you for your appointment) . I waited at the lockers and only got my appointment because my massage therapists was walking the halls calling my name. Needless to say, the entire experience was not relaxing at all. Even after my massage, I was shown the lounge and said I could relax in here and they would come and offer drinks, besides the water and tea that was self serve. The massage therapist made sure to tell the spa attendant that I was going to the lounge and that I would want a beverage. The spa attendant peeked into the room, didn't speak and promptly left. After about 15 minutes of just sitting in the lounge, I got up to leave, because what was the point? The massage itself was fine, but I was not made to feel welcome, appreciated or cared for at this "luxury" spa. I did not get the experience that I paid for and more than wasted money, it was a waste of time.

Oct 05, 2024

Really great experience. 5 star treatment

Oct 05, 2024

Tracy Neal at the Spa at Ballantyne is legendary in my opinion. Best massage I’ve ever had and I’m an experienced spa enthusiast. Her technique was flawless and I only wished I would have booked a longer session, which I will next time, to be sure. She listened to me briefly explain a low back injury and adjusted her approach, pressure, and even the pillows on the table to make sure I was the in the prime comfortable positions. She is a gem. Truly an expert! Book with her next time you visit and you won’t regret it.

Oct 05, 2024

Website claims this spa has undergone a renovation since I had been 12 years ago (it was VERY dated then). They did minimal updates (basically some paint and furniture). It is dark and dingy. Stains all over the carpets, the women’s locker room is a disaster. The lounge is depressing and there are fluorescent lights everywhere. My massage was just ok. They add a 20% charge which is not clear when you book. I had wanted to use the outdoor pool but it was under construction, and quite frankly the indoor facilities were so bad that I left. I would not recommend this spa - there are plenty of others in Charlotte that aren’t so inconvenient to get to and are significantly nicer.

Sep 05, 2024

Beautiful spa, great technicians, with pool and lunch options. I love this place!!

Sep 05, 2024

Donnie was great! I fell asleep during my massage which was a good indication of it being a great massage. I will come back and specifically ask for him.

Sep 05, 2024

I had a wonderful experience at The Spa. The staff is amazing. I was greeted immediately, and check-in was smooth. Going down the the spa area I was again greeted immediately and walked through every space and given clear instructions on what to do and expect. The space was so quiet and calm; I went first thing in the morning on a Wednesday, got a massage, had some tea and snacks, and put my feet up in the lounge. I had the most relaxing time and can't wait to go back.

Sep 05, 2024

I want to provide feedback regarding my recent visit to your establishment for a birthday celebration. I've had a very tough year, and I decided to spend my birthday alone to relax.  The Hand Stone 75 mins massage service was exceptional. I found the dining experience in the spa cafr area to be disappointing. Specifically, the salmon on the strawberry salad was overcooked, lacked flavor, and was dry and tough. Upon inquiry, I was informed that the salmon had been cooked in the oven. I ASKED was this cooked in the microwave, because it was tough. Additionally, I was surprised to find a charge of $44 for the strawberry spinach salad, especially considering my dissatisfaction with the salmon. See  attachment.. When I shared my disappointment with the staff, no alternative was suggested to address the situation. Consequently, I expressed my intention to explore dining options at other reputable establishments known for their excellent salmon dishes, such as Firebird or 131 Main. I was disheartened that alternative was offered to rectify my experience. Please fell free to contact me regarding thie matter. ALL MY BEST!

Sep 05, 2024

Overall had an amazing experience. All of my services were amazing! Great atmosphere. One place I feel like it was lacking was the upstairs receptionist, for opening & close. Both people working were very rude & seem bothered by us being there. When we arrived we were given no direction on what to do or where to go. Once we were downstairs everyone was so sweet. & again once we were leaving the person checking us out just acted put out by us.

Sep 05, 2024

Went once. Didn't read full disclosure. Wasn't aware of you reach late they will still charge you even if you don't do service. As part of customer service they needed to be considerate to first time customer and waive off.its not a small amount.

Aug 05, 2024

In full disclosure, I emailed the spa this exact message on July 23. I sent it to the email address provided on the website, so as to avoid a public comment. No one has responded, even after I sent a follow up email a week later requesting a response again. I had several problems with customer service during my visit to the Ballantyne Spa on Monday, July 8. I was there along with my mother-in-law and her sister as well as her sister’s daughter. We were there to celebrate my mother-in-law’s 66th birthday. She was visiting from Phoenix and her sister and her sister‘s daughter were visiting from Florida. My husband booked spa treatments for all of us in order to celebrate her birthday and I assumed we would have an excellent time. I have been to your spa before and always have a top-notch experience. this time was different. When we arrived to the front desk at the spa, it took approximately eight minutes for someone to acknowledge we were standing there. The receptionist had his back to us and was helping another customer however, he could see us and never once said “I’ll be right with you” or anything of that nature. Finally, a woman came up and she started shuffling her papers at the front desk and still said nothing to us. About a minute later, she asked if we had been helped and we said no. She did not apologize or anything instead of giving us a greeting at that point she seemed confused and took a long time to get us checked in. She did not offer us our complementary champagne/beverage of choice while checking in. She mentioned it once we ordered lunches about 15 minutes later. In the past, I always received a very welcoming greeting and immediately offered my complementary beverage. At that point we sat down because we thought she said someone was coming up to take us down to give us a tour of the locker room rooms but no one ever came. Eventually, we got up and asked if anyone was coming up to take us downstairs and she said “you can go downstairs.” She could’ve told us that much earlier. Someone should be greeting guests and clearly explaining the process. Also, at some point, I asked to have lemon with my water for lunch and she said “we don’t have no lemons.” She then explained that there was some sort of issue with the kitchen communicating to her and that they would get upset if she asked for lemons because they don’t prep them. That type of explanation was unnecessary and not relevant to me as a guest. Either you can accommodate my request or not, but I don’t need to hear all the dirty details about drama with the chef and the kitchen versus the front of house staff. She was not professional. The ladies in the locker room were friendly and helpful, but I was extremely disappointed with the receptionist. That is your first impression of the spa, and it was embarrassing for me to have brought my family there. They are used to going to exquisite spas in Scottsdale and Miami. When spending close to $1000 on a spa day, and I would expect better treatment. Thank you for your prompt attention to this matter.