Guerlain Spa at The Plaza 1 West 58th Street, Manhattan, New York 10019

"My husband booked me a prenatal massage here for my birthday today. I’m 34 weeks pregnant and really needed the relaxation. To say this was phenomenal would be an understatement. The spa is gorgeous and the experience was amazing. My masseuse was a very skilled woman named Evie and I could have cried with how she knew exactly what I needed at this point in my pregnancy. I was on cloud 9 the entire time and my baby was happy because mama was happy. Highly recommend if you want a luxurious prenatal experience! I definitely plan to return!"

"I have been twice and thoroughly enjoy the staff and massage services. Tina has great hands. My only issue is that the relaxation room can be a bit crowded and loud. Most people keep it down but one woman was using her outside voice with her boyfriend (who was ironically whispering) which killed the relaxing vibe. The macaroons and champagne are a nice touch."

"I had a very positive experience in Guerlain Spa during my recent trip to NYC. The facility is amazing - clean, welcoming and stylish. I came 30 min before my facial and the receptionist asked me if I would like to use their steam room. Of course I would! After my session in the steam room, I came to the relax room and had tea (you can opt for a glass of champagne as well). I was served very nicely. My esthetician, Maria, went above and beyond. She is highly skilled, friendly, very positive and nice. Her technique is amazing (I work in the spa industry so I know this craft very well). Checkout process is quick and easy. There was just one issue: after checkout, I asked the front desk staff if I could take some pictures in the lobby (it's close to reception and no one was there). They graciously permitted me. The moment I took a picture, a woman showed up and told me it was prohibited to take pictures. Her point was because some guests could be around, but there were none! She mentioned spa policies, however, no signs were posted and no mention on their website or intake form. She had a rather rude," I am the boss here" mentality. People love to see real pictures from real guests and if it's strictly prohibited that should be clearly communicated ahead of time ( and actually I saw many pictures in other reviews, even inside of spa). I still give the spa the high score because of the rest of the amazing staff!"

"Anticipation was high as my husband had booked a spa day for my mother and me at the renowned Guerlain Spa. We were eagerly looking forward to our well-deserved massage. I celebrated Mother’s Day with my mother-in-law a few years ago; every part of the experience was delightful. It is such a shame how much the quality of the experience has changed. The massage itself by Maria was wonderful, and at least not everything was disappointing. However, the customer service from the front desk was poor. The person who greeted us was loud and rushed. She brought us to the lockers, quickly said some instructions, and left. After we changed, we were waiting by the lockers, and another woman came to say if we were not ready, they would take time from our massage. We didn't even understand that we needed to go outside and find our massage therapist because we were told all the instructions in a rush. The cleanliness of the bathroom and locker areas was not what you would expect from the spa at this hotel. There was visible dust and dirt on the floors. Also, the decor was dated. The relaxation room was packed afterward. We did have one nice glass of champagne and a little sweet treat. To end our experience, the same front desk person who greeted us at the beginning asked if we wanted to pay gratuity, and despite all the flaws, I decided to pay 20% because the massage itself was lovely. I gave her my credit card to pay for it, but when she gave me the receipt, I saw the full balance. This was a gift, and she told us she didn't use the credit card on file, didn't ask if we wanted to use it, and just didn’t ask for a preference. She just went ahead and charged it all to my credit card. I ask her to cancel the transaction and charge it to the correct credit card. She was about to do that until I said if the one you are about to charge has X last for digits, then it's in my credit card again. Her colleague, realizing how poorly the situation had been handled, checked herself and told me the other card had been deleted. Such poor attention to detail. Then, the same other woman asked me to go outside to call my husband because there was no reception at the spa, so he could provide all the information she deleted, in not the best attitude. I just signed the bill and left. Considering the amount we paid for the massages and the quality I expected from the reputable Guerlain spa, the experience was nothing short of a letdown. The front desk, which should start to set the tone for the entire visit, was a disappointment. The negatives far outweighed the positives. If the intention is to lower the quality of everything else, then the price of the services should reflect that. I have no intention of returning or recommending this spa to anyone."

"Our experience here was absolutely perfect! From the macaroons, champagne, tea and one of the best massage ever! Really enjoyed it, Maria was my masseuse and she was amazing! Definitely coming back!"