What I did not know about the Mandarin Spa On NCL Escape

[rzivkovic]

So we are currently on the Escape and I didn't know that access to the thermal suite area is not included with your massage. We are 2 couples that planned a spa day while we are in Nassau. At the end of each of our 75 min massages, 3 of us end up in the thermal suite with access to the spa pool and saunas. One of us was escorted out of the spa. The 3 of us waited 30 min and my sis in law went looking for her husband. She was told that they were not allowed back in unless she paid an additional $55. This is after the 4 of us spent $1000 in the spa!!!! Her husband stormed off, my sis in law paid to get in to tell us what's going on. No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included. All in all it ruined our spa experience.

 

 

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[Frick_&_Frack]

Sorry you didn't know. Thermal Suite access has never (to the best of my knowledge) been included with Massages/etc. (other than the purchase of a day/week pass to the Thermal Suite). At least it hasn't been in the last 2 or so years.

[Sauer-kraut]

Sorry you were woefully uninformed. Purchasing spa services does not grant access into the thermal spa area. I am surprised 3 of you managed to get in, as you did not have key access to the door, nor did you have the wrist band.

 

P.S. its Mandara Spa :)

Edited September 23, 2016 by Sauer-kraut

[AdoraBelle]

I feel bad for the spa workers that day.

 

I note your wording that you "ended up" in the thermal suite, so it sounds like you basically just let yourselves in.

 

I saw a review on another site where people in the Haven (not a spa suite) were mad that the thermal suite wasn't included with Haven and took it out on THEIR concierge.

 

And finally--you blew a thousand dollars on massages but couldn't fork over the fifty bucks for the spa day pass?

[Arzeena]

So we are currently on the Escape and I didn't know that access to the thermal suite area is not included with your massage. We are 2 couples that planned a spa day while we are in Nassau. At the end of each of our 75 min massages, 3 of us end up in the thermal suite with access to the spa pool and saunas. One of us was escorted out of the spa. The 3 of us waited 30 min and my sis in law went looking for her husband. She was told that they were not allowed back in unless she paid an additional $55. This is after the 4 of us spent $1000 in the spa!!!! Her husband stormed off, my sis in law paid to get in to tell us what's going on. No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included. All in all it ruined our spa experience.

 

 

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Thermal suite access is never included with your massage on NCL. Too bad a silly thing like that ruined your total spa experience.

[BirdTravels]

So we are currently on the Escape and I didn't know that access to the thermal suite area is not included with your massage. We are 2 couples that planned a spa day while we are in Nassau. At the end of each of our 75 min massages, 3 of us end up in the thermal suite with access to the spa pool and saunas. One of us was escorted out of the spa. The 3 of us waited 30 min and my sis in law went looking for her husband. She was told that they were not allowed back in unless she paid an additional $55. This is after the 4 of us spent $1000 in the spa!!!! Her husband stormed off, my sis in law paid to get in to tell us what's going on. No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included. All in all it ruined our spa experience.

 

No where in the literature does it even remotely imply you get access to the Thermal Suite. In fact the spa literature lists the Thermal Suite as a separately purchased item right at the top. I am shocked that you would just let yourself into the thermal suite.

Edited September 23, 2016 by BirdTravels

[Jeff&Pam]

So we are currently on the Escape and I didn't know that access to the thermal suite area is not included with your massage. We are 2 couples that planned a spa day while we are in Nassau. At the end of each of our 75 min massages, 3 of us end up in the thermal suite with access to the spa pool and saunas. One of us was escorted out of the spa. The 3 of us waited 30 min and my sis in law went looking for her husband. She was told that they were not allowed back in unless she paid an additional $55. This is after the 4 of us spent $1000 in the spa!!!! Her husband stormed off, my sis in law paid to get in to tell us what's going on. No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included. All in all it ruined our spa experience.

 

 

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Sorry...I would not assume extra services were included with a massage. I would ask. You know what happens when you assume.

 

It seems pretty obvious to me that it is an extra charge. I compare it to thinking your massage came with a haircut or pedicure. Why would someone assume another paid feature was free?

[stickey_mouse]

No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included.

 

I don't really intend to pile on, but these two sentences made me chuckle. You automatically assume something is allowed unless it's expressly forbidden in writing or otherwise? ;-)

 

 

 

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[cincicruisers]

I am a newbie to NCL. I think it would be a nice gesture to allow passengers into the thermal spa for the day of their treatments. I would not assume that is the case, but it would be a pleasant surprise.

[AdoraBelle]

I am a newbie to NCL. I think it would be a nice gesture to allow passengers into the thermal spa for the day of their treatments. I would not assume that is the case, but it would be a pleasant surprise.

 

 

The problem is they sell passes (weeklong and day passes) to the thermal suite, and the people who actually buy those passes do so to get away from the crowds (same as with Vibe). If you can suddenly access the thermal suite for the rest of the day because you got a pedicure or a haircut, the loungers would fill up fast, people seeking a less crowded area would stop buying the passes, and NCL would lose money in the long run.

 

It's all a function of NCL making the public pool decks too small so people will pay to access special areas like Vibe and the thermal suite.

[Sauer-kraut]

 

It's all a function of NCL making the public pool decks too small so people will pay to access special areas like Vibe and the thermal suite.

 

The spa is a concession run by a 3rd party, its their rules, not NCL forcing people into the spa because of a crowded pool deck. Mandara is paying Norwegian to run the spas on their ships.

Edited September 24, 2016 by Sauer-kraut

[rochelle_s]

I have not been on the Escape but I was on the Epic this past spring and there was a door off the relaxation room(for those receiving treatments) that led directly into the spa. Also if they were using the showers after their treatment they can access through those doors.

 

I imagine it happens more often than we think.

 

I think the spa areas on most of the ships have a very poor set up for monitoring who comes and goes and where. i don't know how many times I have been in the thermal areas and have seen people using the heated tile loungers in their street clothes, shoes and all.

 

My worst experiences as far as unauthorized access have been on the Jade. Men walking in from the communal area into the ladies section looking for their wives or male staff coming in to check on the ice water etc. On this ship there is a two hot tubs, a cold pool, a steam room, a sauna and various showers and loungers. Many women choose to go au natural in this area, they should not have to be concerned about men walking in and around this ladies only area.

 

 

Rochelle

[DMH15]

I am a newbie to NCL. I think it would be a nice gesture to allow passengers into the thermal spa for the day of their treatments. I would not assume that is the case, but it would be a pleasant surprise.

 

 

Yes, and people would clammor to buy the cheapest treatment and linger all day. No thank you.

 

Want to use it? Pay for it as a separate item.

 

 

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[rochelle_s]

Fred,

 

Thanks for sharing your experience. It is ridiculous that these incidents occur in the first place, especially involving crew. But what makes matters worse is that things get ignored. Especially in your case. I do not see why someone could not have acknowledged your bringing the issue to the attention of the management on board and post cruise when you tried to bring it to the attention of head office.

 

I only mentioned it to the spa management team and they did nothing about it obviously as the same fellow was in the ladies area the very next day.

 

Funny that we both experienced similar things on the same ship. Maybe it is only that ship with a problem.

 

 

Rochelle

[mjkacmom]

I am a newbie to NCL. I think it would be a nice gesture to allow passengers into the thermal spa for the day of their treatments. I would not assume that is the case, but it would be a pleasant surprise.

 

It wouldn't be for me. If every person who got a spa service had spa access, it would be crowded. The reason we pay $200 pp for the pass is to have a quiet uncrowded area to retreat to.

[Vyhanek]

It's only been within the last 4 or 5 years that the thermal suites have not been included with regular spa services. It's only now NCL realizes they can charge additionally for these normal spa amenities. It used to be you arrived for your treatment early and your attendant would find you in the thermal suite and escort you to the massage room. (As is done on land based nicer spas)

 

If you go to a nicer spa say in a hotel, hot tubs, quiet serenity areas, showers with nice products are ALWAYS included with massages and other spa services.

 

It would not be out of line to expect these regular spa amenities on a cruise. I think a complaint about the extra surcharge should be expected from the spa staff because it's a normal part of a high end spa experience. Complain away!

[purpletequila]

So we are currently on the Escape and I didn't know that access to the thermal suite area is not included with your massage. We are 2 couples that planned a spa day while we are in Nassau. At the end of each of our 75 min massages, 3 of us end up in the thermal suite with access to the spa pool and saunas. One of us was escorted out of the spa. The 3 of us waited 30 min and my sis in law went looking for her husband. She was told that they were not allowed back in unless she paid an additional $55. This is after the 4 of us spent $1000 in the spa!!!! Her husband stormed off, my sis in law paid to get in to tell us what's going on. No where on any literature did it state that we did not get access. Nor did our concierge Adrian tell us that the access was not included. All in all it ruined our spa experience.

 

 

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There are always posters in here who are less than sympathetic.

 

1) I don't believe it is unreasonable to think that thermal suite access would be included for the day in which you were having a treatment. I am sure it is a common mistake that staff hears about daily so perhaps it is something they should clearly address either through a sign, on any paperwork for the spa treatment, as a message on any tv or device you may use to book the treatment or just verbally.

2) I can see how it would have ruined the experience and I'm sure it wasn't purely the cost. I would have been embarrassed.

 

I hope it didn't negatively affect your overall cruise experience though.

[purpletequila]

No where in the literature does it even remotely imply you get access to the Thermal Suite. In fact the spa literature lists the Thermal Suite as a separately purchased item right at the top. I am shocked that you would just let yourself into the thermal suite.

 

Does it specifically say that it is not included with a spa treatment or is it just listed as another purchase option?

[purpletequila]

I don't really intend to pile on, but these two sentences made me chuckle. You automatically assume something is allowed unless it's expressly forbidden in writing or otherwise? ;-)

 

 

 

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See? This is where different experiences come into play. I've been to day spas, granted on land, where access was included with treatments.

[the_dylaness]

It's only been within the last 4 or 5 years that the thermal suites have not been included with regular spa services. It's only now NCL realizes they can charge additionally for these normal spa amenities. It used to be you arrived for your treatment early and your attendant would find you in the thermal suite and escort you to the massage room. (As is done on land based nicer spas)

 

If you go to a nicer spa say in a hotel, hot tubs, quiet serenity areas, showers with nice products are ALWAYS included with massages and other spa services.

 

It would not be out of line to expect these regular spa amenities on a cruise. I think a complaint about the extra surcharge should be expected from the spa staff because it's a normal part of a high end spa experience. Complain away!

 

This is exactly what I was thinking. Land based spas usually do allow access to all their facilities when you purchase a treatment.

[jm485]

See? This is where different experiences come into play. I've been to day spas, granted on land, where access was included with treatments.

 

 

 

I have also. However, I'm pretty sure that somewhere in the material about the treatments, the spa brochure usually specifically says that guests are welcome to use those facilities.

 

I can totally see how someone who is used to spas at land resorts would assume that the Thermal Spa was included. Is it really asking too much for the spa to say in the literature something like "access to our thermal suite may be available for an additional fee. Ask when checking in for your service for availability and rate."

 

That way, if day passes are available, they can be purchased and if they aren't, guests can be told they are not. Simple and no one gets annoyed or upset.

 

 

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[DMH15]

I have been to as many spas as anyone, here in Dallas and internationally. True that most do offer some sort of wet area. However, many do have restrictions, such as you may arrive one hour prior to your service only to use the wet area. Many do not allow use after. And, certainly many do not allow you to hang out all day.

 

Aside from that, I am fine paying the thermal suite price to have access to an escape from the crowds. I would not prefer a revolving door of spa patrons who would arrive expecting immediate access to a thermal lounger.

 

Whenever I make an appointment at any spa, land or sea, I inquire about their wet area policies and hours. That works well so that neither myself or staff is put in an awkward position.

 

 

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Edited September 24, 2016 by DMH15

[NLH Arizona]

I have also. However, I'm pretty sure that somewhere in the material about the treatments, the spa brochure usually specifically says that guests are welcome to use those facilities.

 

I can totally see how someone who is used to spas at land resorts would assume that the Thermal Spa was included. Is it really asking too much for the spa to say in the literature something like "access to our thermal suite may be available for an additional fee. Ask when checking in for your service for availability and rate."

 

That way, if day passes are available, they can be purchased and if they aren't, guests can be told they are not. Simple and no one gets annoyed or upset.

 

 

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I do a lot of spaing when I'm on vacations and some resorts will tell me I can use the other facilities before or after my treatments for no charge and some will ask if I want to pay $X to use the facilities for the day since they are not included. I would think that on a cruise you have those that do a lot of spas and those that don't, so I think NCL should tell the guest at check-in what is available to them, being either free or with a charge.

[Quilting_Cruiser]

I'm one of those who purchases a spa pass for my NCL cruises. I love spending time in the spa after a port day. I feel for the OP and it's too bad the situation ruined their spa day. Something emotional like that could color how you feel about your cruise if you allow it. But, to just assume the thermal suite is included because no where in the literature does it say it isn't, doesn't make sense to me. Personally, I would assume it isn't because no where in the literature does it say it IS included. You should always ask if you're expecting something that isn't included in the literature you receive.

 

As a regular spa pass purchaser, I'm glad they don't allow those who purchase a service to have use of the spa all day. Like others who've posted, I love the peace and quiet of the spa area and they already sell enough passes! :eek::D

[punkincc]

The spa is a concession run by a 3rd party, its their rules, not NCL forcing people into the spa because of a crowded pool deck. Mandara is paying Norwegian to run the spas on their ships.

 

 

Actually, isn't it just the opposite?

 

Doesn't NCL contract with Mandara to run the Spa for NCL? Therefore you are correct, it is Mandara's spa and rules, not NCL's, and it is Mandara who is being paid by NCL to run them. I have met some of the Mandara employees off the ship, and they say they are not NCL employees.

 

It was always my understanding that the Thermal Suites is owned and operated by NCL, not Mandara. If this is true, you can see why it would be impossible for Mandara to include a Thermal Pass with a treatment, unless NCL would consent to it, and as long as they can sell the thermal passes, they really don't have any incentive to.

 

But of course the average cruiser has no knowledge of these things and assumes the spa would operate just as a land based one does. It just leads to confusion and it should be clearly stated.