Ten Thousand Waves reviews

1653854721

John Longwell

google

Were very sorry that you were disappointed in your recent visit. To clarify: you can book lodging rooms up to a year in advance, both online or over the phone. We begin booking massage and private tubs for the general public 45 days in advance. Lodging guests have priority booking massage and hot tubs can be made 60 days in advance. This is standard policy and is stated clearly on our website Were sorry that you were not able to begin your process earlier when you would have had more options for convenient booking. One of your four therapists called on the morning of your appointment with a positive COVID test. Sincere apologies that we were not able to fill in last-minute for one of your scheduled massages. We are normally able to find a substitute at relatively short notice, but staffing shortages due to the recent Omicron spike have presented us with a challenge. Our supervisor Liz spent a good amount of time with you on the phone and in person trying to provide the best experience possible, given the circumstances. We offered you massage and soaking time in the Grand Bath as scheduled for three of your party of four. For the fourth person we offered complementary time in the Grand Bath and a complementary massage in the future. While not ideal, three of you could have had the great experience you had planned and one could have had an enjoyable time soakingwith the knowledge that there was a free massage in her future. We really did try our best for you throughout this process. Were sorry that was not good enough.

1653946486

1

READ BEFORE BOOKING - AN HONEST REVIEW OF HORRIBLE SERVICE! Don't let the beautiful pictures fool you, the management of this place is absolutely horrible. We gave ten thousand waves four attempts and in each attempt we were met with some aspect of horrible service involving trying to book a stay with them, to trying to schedule a massage to ultimately having them cancel our massage 1 hour before it was scheduled and then on top of it them wanting to charge us 50% of the other massages we ended up needing to cancel because they ruined the experience for us. I've summarized the highlights of our horrible service so you won't make the mistake of booking with them. They are unreliable, disorganized and ultimately do not know how to take care of their customers, so you've been warned, book at your own risk. For full details of our experience read on.... We originally drove up to their location from Albuquerque in February of 2022 to see first hand what we would be booking because we were planning a special birthday weekend for my fifteen year old daughter. My mom and sister were flying in from Oregon specifically for this celebration. Our goal was to book lodging at ten thousand waves so we could all stay on site and enjoy the accommodations without having to travel anywhere else. We were told both over the phone and onsite that lodging was limited (especially for 4 people) and that reservations could not be made until 45 days before our scheduled lodging date. We marked our calendars and called early in the morning 45 days before only to find out we'd been misinformed as there was no vacancy as others had already booked the lodging. Strike 1. We then asked about scheduling 4 massages for Saturday, these too had already been booked, even though we were doing as directed and called 45 days before. They told us to call back the next day for Sunday bookings. We called again the next day only to be told there wasn't availability (Strike 2). At this point we told them, wow what a horrible experience you are providing us, so they finally moved some things around and scheduled massages for us, not at the same time as we'd originally wanted, but one after the other, not our 1st choice but we tried to be flexible. So, our family flew in for the celebratory weekend, we made other lodging plans in Santa Fe, drove up on Saturday, on Sunday morning as we were all getting ready to go to ten thousand waves, 1 hour before our scheduled massage we were called and told one of our massage appointments would have to be cancelled. After strike 1 & 2 we were through with this place, we told them, please go ahead and cancel the rest of our massages because if we all can't enjoy our time, than it defeats the purpose of us going. We were then told we would be charged a 50% cancellation fee for the 3 remaining massages, totaling over $340. We ended up driving up to ten thousand waves to speak to the manager. I was so traumatized by the horrible experience that I'd been planning for months for my daughter's 15th birthday that I was in tears and crying and couldn't even talk when we spoke to the manager. My sister had to speak for me and eventually the manager waived the cancellation fee and did offer to schedule a future massage. Too little too late! Obviously this is just our experience but when we made so many attempts by phone, by going there is person and the information we were given was inconsistent all the way through the process, truly how many chances do you give a business before you give up. With the prices they charge you would expect a much higher level of service and organization. So as I said, don't let the beautiful pictures of this place fool you, at the heart of this business is a very poorly run and managed non customer centered organization. BEWARE BECAUSE YOU HAVE BEEN WARNED!!!

1645218495

Courtney Stone

google

1

Owners are vindictive swindlers. I will be taking them to small claims court, since the value of gifts cards purchased prior to the existence of covid vaccines or policies are now void for my family member that cannot receive vaccines for medical reasons. We came together as a family to give my mother a spa day last February, but since the implementation of Ten Thousand Waves covid vaccine requirements, she is banned from receiving spa services there. They actually had the gaul to suggest that she purchase items from the gift shop with her gift card meant for a spa day instead Im absolutely disgusted with these ableist crooks and hope they regret their decision after our day in court.

1645655614

Lynn Chou

google

5

I loved my stay at Ten Thousand Waves! Its the perfect place for a relaxing and meditative getaway. The Grand Bath was amazing (especially under the stars) and private soaking was nice as well. There are so many other things I loved about my time here, including the relaxation center, amazing food at Izanami, and beautifully decorated room with breakfast items. The staff and level of service really set TTW apart, from the friendly and prompt shuttle driver to the helpful spa desk members to the attentive maintenance employees. I highly recommend TTW to anyone visiting Santa Fe and cant wait to come back!

1653177424

Michael Garfield

google

5

If you know, you know. And if you don't know you should. But then mathematically speaking at some point not everyone should. This place is a gem. It only works because it's as small and remote as it is. Let's keep it that way. That said, I would love to see this place put on some live music events...

1650226605

Justin Church

google

1

Their website says it all!