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Spa & Massage Review Response Examples: Negative & Positive Templates
Replies to negative spa & massage reviews
★★★★★Massage too rough or too light
“The massage was way too rough and I was sore for days.”
Suggested reply
I'm sorry you left feeling sore instead of relaxed. Pressure should always match what you're comfortable with, and we'll remind our therapists to check in during every session. We'd love the chance to give you the experience you came for. — Grace, Spa Director
★★★★★Cleanliness concern
“The robe smelled musty and the shower wasn't clean.”
Suggested reply
Thank you for telling us — this isn't our standard, and cleanliness is non-negotiable. We've reviewed our laundry and room checks with the team. Please contact me directly; I'd like to make this right. — Grace
★★★★★Cancellation fee dispute
“Charged a full fee for canceling 20 hours before.”
Suggested reply
I understand the frustration. Our 24-hour policy lets us offer that time to someone else, but we're always willing to listen when life happens. Please reach out and we'll look at your situation. — Grace
★★★★★Noise during treatment
“Lovely facial but I could hear people talking in the hallway the whole time.”
Suggested reply
Thank you for the feedback and the kind words about your facial. Peace and quiet are part of the treatment, and we've reminded the team to keep the hallway quiet. — Grace
Replies to positive reviews
★★★★★Best massage ever
“Hands down the best deep tissue massage I've ever had. Ask for Tom!”
Suggested reply
Tom will be so happy to hear this! Thank you for relaxing with us — we look forward to your next visit. — Grace
★★★★★Perfect gift
“Got a gift card for my birthday and loved every minute.”
Suggested reply
What a wonderful birthday treat! Thank you for spending it with us — happy birthday! — The team
Tips for spas and massage studios
- Match your reply's tone to your spa: calm, warm and unhurried.
- Explain policies (cancellations, gratuity) kindly and offer to talk.
- Treat cleanliness complaints as urgent and say what you changed.
- Mention therapists by name in positive replies.
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Frequently asked questions
How do I respond to a review about our cancellation policy?
Explain the reason for the policy briefly and kindly, then invite them to contact you. Being flexible in private often turns the reviewer around.
Should spas reply to every review?
Yes — guests choose spas based on trust and atmosphere, and replies show both.
What if a review is about a therapist's behavior?
Take it seriously, don't discuss details publicly, and ask the reviewer to contact the owner or manager directly.
Templates for other businesses
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