My service here is pretty much always nice.The ladies at the front desk are always kind.Alex is my favorite. He gets the job done each time. I have had a few other not so great experiences but because I didn’t personally like their technique doesn’t mean they’re not good at their job🤷🏾‍♀️The reason this is 4 star and not a 5 is because the online system sucks. I have a membership and cannot view any information at all online. I’m unable to view info as simple as my appointment or payment history. Signing into my account on Massage envy is is a waste of time just don’t create one at all. That’s pretty much my only complaint.*I understand this is necessarily the locations fault.

Had a schedule appointment 8:45 am due to DETOUR front desk couldnt direct me how to get there. After being 15 minutes late my daughter Session was already over which we was 15 minutes apart. INGRID only massaged her legs for 70 dollars I will be filing court papers Monday morning. Also I was charge full price for no services. Please never used this establishment. If I can do no stars would.

I enjoyed the service that they provided. The massage was excellent!!! I would return & hopefully have some friends in tow.

I usually get a little anxiety about getting a massage, mostly because I dont like being touched. But nearly everyone here is very nice and comforting. The lobby is clean and I dont mind waiting, not that I usually had to since theyre great about scheduled appointments. I recommend this place.

Rude front desk. Always very rude. I never go to rotunda. Call and ask a question and you will get a tone of voice believe me.Also had two therapists at this location one was a make and very weird clearly not comfortable massaging a female. Also had a female she was just ok….a new therapist for sure but not that great either.

I booked a facial using the online portal based on my friends recommendation a month ago. When I came to check in for my 10:30 appointment, I was told I didn’t have one even though I had a code from massage envy. I’m not sure if they cancelled it on their end and never communicated or what happened. However, to top it off, there was no mention of how they could fix it, even though it was clearly an error on their end. As someone who worked in customer service for years, it’s clearly the responsibility of the company to fund a solution. I was able to book a cheaper, more highly rated service with Charm City Skin, so I’ll let you all know how it goes!

Just had the worst experience ever had the Rotunda location. I scheduled online for 12:45pm w/Daysha. I didn’t receive an email confirming my appointment so I DROVE to the location two days before to confirm. Front desk person says I was on the schedule. I DRIVE there again just now only to be told: YOU’RE NOT ON THE SCHEDULE. No apologies, no attempts to fit me in. Just nothing except well do you now want to schedule for another day? This is after two wasted trips. Avoid this Massage Envy location at the Rotunda like the plague.

Great massage, great prices! I didnt know how much I needed it!

I had a very bad experience with this place regarding freezing my membership during COVID. Despite the fact that I sent a signed form to freeze my account, they continued charging me for 4 months while I could not use my credits due to COVID restrictions. After admitting their mistake, they only refunded for 2 months, and asked me to use all my credit over a short period of time.With this poor quality of customer service, it is more probable that you end up getting a headache rather than a relaxing massage experience.

I’ve had great experiences at this location. I would definitely recommend it. I tried a bunch of masseuses there, and Ingrid is the best masseuse there hands down. She is so knowledgeable, and she’s a great communicator. She has great strength and she can really listen to your body, it’s like magic.

Beware the sneaky sales pitch for membership. The staff did not tell me that its impossible to cancel membership until after 1 year. I never signed a contract either, but three months into my membership, i was informed of the above when I called to cancel membership. Lousy chstomer service and unethical practices.

I booked a last min. appt for my Bday and wanted to try somewhere new to get my massage, so I ended up at Massage Envy. This was NOT the day to try something new because it was on a special day, so Im sure it will be hard to forget this experience.I was greeted warmly, taken to a waiting area where I was asked a few questions. As I waited to be brought back, a Man came up to where I was, looked around and left. NEVER SPOKE!When Koron* came up to get me, he was polite and professional. I was disappointed to find that there were no robes, or a placed to change. It felt like a doctors visit as opposed to a spa setting.I booked two services, an hour massage, and back facial. After the massage (which was great), I was told to redress and wait up front, even though I had a 2nd service. I then find out that my next service is 45 from the time my massage was finished. Im use to having my services done consecutively, so to have to redress, wait 45min., in a space where they dont offer water or coffee was not happening.I leave out to ask the receptionist if I could reschedule the back facial because the time difference doesnt work with my plans. I was told that although Id ALREADY received one of my services, that I would have to pay a $50 cancellation fee for the 2nd service where the person wasnt even available to perform the service for 45 more minutes.I was told that they are paid by the service and not by the hour (I DONT CARE ABOUT YOUR PAY STRUCTURE THOUGH) so they would have to charge me the $50. I gladly paid because I will never return and will ensure that no one I knows visits either.You cant nickel and dime people who are already prepared to spend dollars. Had she said, I have to charge you a $50 reschedule fee, and that the $50 would go towards my next service, I wouldve understood that.Koron* needs to find a more upscale place to work because theres nothing to envy about this mf at all.

Its a scam, guys. Dont do it! They are using Covid as a reason not to schedule or keep appointments. They will keep billing you and giving you credits but when you get fed up and try to end your membership because you cant get in for an appointment, then you lose your credits. Just save your money

Make sure you get your discount as a first time customer each session is 70$ they tried to charge 70$ for first session and 120$ for second session. Meaning a facial and massage should only be 140.00 for your first time

My favorite place to unwind and feel special and pampered

Im not a member but had a massage there recently. Stephen applied exactly the pressure I wanted - semi-firm - and provided a very good massage. Id request him as my massage therapist next time I go there. I get the impression their on-hour massage is actually 50 minutes. That was OK with me as Stephen did a thorough job in that time frame. Having stated that, I paid a promotional price as a first-time customer. To maintain that rate, Id need to become a member and, I assume, have a certain number of massages per year.

Good customer service. Quality massage therapists.

Great massage going back today

Man let me tell you if you can put this in your health and body routine once per month please do. Go see Janel. You will thank me later. She is intuitive and know her way around some tight and tired muscles.

This was my first time getting a massage, and I absolutely loved it!! The service was friendly from check-in to massage to payment. The ambiance was so calming & soothing. I chose aromatherapy as well as detox. My massage therapist, Ms. Letitia truly paid attention to where the tension in my body was & spent equal effort on each part. Her energy was so peaceful, and I had an out of this world experience!! I enjoyed this massage so much that I signed up for a yearly contract. Looking forward to next months massage!

I cannot recommend this place. I signed up as a member in October 2017, planning to use the one year to help with a medical issue I was having. Regarding the service, there are a couple of high quality therapists (Caron is excellent), however those in-demand therapists are always booked up and you have to schedule weeks in advance to get them.My main complaint is that the front desk has basically scammed money out of me after the membership ended. I asked in October 2018 if the October payment was my last payment, they said yes, last charge to my card. I was charged again in November, and they told me that would be my last payment, last charge to my card. Ive now been charged for December and January - when I called to ask about it, they said just fill out a cancellation form on my next visit and they will refund those charges. So I went in for what I thought was my final massage (using member points accumulated over the year), and the manager tells me, no - they will not refund those payments because I had to fill out a cancellation form (which no one provided to me or told me about previously, even while I was standing face-to-face at the desk asking about the final payment on my membership). When I explained what had happened over the previous months with her desk staff, her excuse was that they have a lot of desk staff turnover and people working there WHO DONT KNOW WHAT THEYRE DOING. So, due to their poor management - Im out $210 I didnt want to pay, for massages I dont want. No thank you.Also, their membership login on their website is useless, since you cant see/track your banked sessions/points. So there is no way to check your points and ensure that theyre being accumulated properly, except to ask the desk staff (see above) for an update and hope theyre tracking everything properly.

Give serious consideration before you become a member of massage Envy. when I showed up for a massage I booked two weeks in advance, I was told that I wasnt booked and that the mistake was mine. Ive attempted to resolve it with the franchise and the corporate office and no one is willing to take responsibility. They told me that I can come in and cancel my membership if I would like, or I can wait another 2 weeks for the the massage that I missed. If this is the type of customer service that you enjoy, massage Envy might be right for you. Otherwise please consider any other massage

DO NOT BOOK FOR INGRID! She is mediocre at best, and very unprofessional. I arrived at ME at 4:45pm. Ingrid came and got me from the waiting area at 5:12pm. We walked back to the room, she stepped out to let me undress and came back. She talked for 10 minutes about what I was unable to receive, due to my pregnancy....even though the front desk gave me the option to have the sugar foot scrub. So my massage did not start until 5:21pm. She stopped the massage at 5:58pm. So I arrived on time and was still cheated out of my “50 minute” prenatal massage. So I told the front desk that she told me I would be receiving 40 minutes for my massage. So they went and got her, after they said they made a note of this in the system. She comes out to put me in my place, not to apologize. Talking down to me. And I’m pregnant by the way. I didn’t argue with her, because what’s the point in making a scene. Instead, I left without tipping her. And I did not receive my customer appreciation bonus, that was supposed to be giving to me during the massage. Instead the sent me home with a bottle of lotion. I feel soooo unappreciated, but everyone deserves a second chance...right? I’m going to try Janel next visit, wish me luck!

They have very friendly, knowledgeable service up front. My massage therapist did a great job listening to me and spent a good amount of time helping my problem areas. I signed up for membership today because I was so impressed!

I had three massages - one with Alex, whos good. The other two were with a guy who is 66 and the other one who is 50. This happened despite my telling them that I like hard pressure. These other two guys hardly had any strength. The reception was rude when I tried scheduling an appointment and told me that she had to leave for the day and hence she cant help me schedule an appointment.

I would not recommend this place. The front desk staff is nice, but I had a lot of unresolved issues with my account, from website glitches that did not confirm appointments, to inconsistent use of coupons despite management approval, to billing issues. This place is very disorganized and nickel and dime you every step of the way.I do think Janelle is a very good massage therapist, and the woman who does facials is good too, which is why I am giving two stars and not one. Its a shame the management cant get their act together.

I have gotten some of the best facials of my life here - ask for Erin (she has a very gentle touch and it overall awesome).Mary, the owner, helped me out with some billing issues while I was on vacation in Thailand. I was very impressed with how she handled the situation.I am going to miss this location when I move away!

I would love to know who is the direct owner of this franchise. Let it be known Im not just a walk in customer I am a member of the Massage Envy community, somewhere I enjoy going for not just relaxation but also rejuvenation. Today I called at app 9:30am and scheduled an app for a massage as I do have back aches, I was told by the agent on the phone that i had 6 available appointments, remind you I am a member so these are already paid for. Upon arriving at 6pm for my appointment I was told there isnt an app for me by Yolanda (asst manger) and she will have to check the cameras to see who scheduled my appointment. I showed her my call log and confirmed that I did make the app here as the number I called matched the one in my call log. She responded that she cant help me rite now and she will be calling me to further discuss. I was livid due to the lack of communication and customer service that was being offered at this location. I have never felt such embarrassment. When I asked to speak with a manager she told me she was the manager at first with attitude while half ignoring me and half on the phone. She later went and brought me a card with a Matthew name on it said to email him as she will not be able to assist me further.. I mentioned that I just drove 1hr to get here and my app is already paid for this is %$king ridiculous. You know this lady called the police on me and told me to leave the store!! She refused to offer any assistance and frankly ran me out of the store. Mind you I have 6 appointments paid for, a regular customer, all I did was come to a scheduled appointment and I was humiliated, threatened and embarrassed. I will NEVER use not only that location but I willBe taking my business elsewhere. I would like to know who is the direct owner of the Rotunda location so I can speak directly to them. Her behavior was atrocious to say the least!! Ive never had any other mistreatment elsewhere nor hassle b4 with Massage Envy before this!!! I wish there was a lower rating than 1 star!! And I have it all on video too!

Never book here. Booked couples massage for a birthday and was called and cancelled the day before like I can book another massage on a Saturday the day before. What a joke

Very nice atmosphere.. Feel very comfortable with everyone I came in contact with.. Person who did my full body stretch .. professional . I really liked everything and I will be back. Told several people about my experience there.. 5.5 stars

Awesome.

The girls at the reception are always very kind and Ive loved all the services Ive tried!

Great experience

Just left here after driving 35 minutes in traffic and rain for my apt to not be scheduled! Ask to speak with a manger and they had no one here for me to talk. They also did not accommodate me for me driving all the way here. Try a different location

The staff and the professionals in the establishment is excellent. My wife and I are pleased signing up for membership here.

I was involved in 2 car accidents in the last 6 months and needed some relief. It was my first visit and I received a wonderfully therapeutic massage. Keon is a very gifted masseuse. I was very impressed by his strength. He gave me a great deal of relief from my pain. Ill be booking another session w/him ASAP. Keon u Rock!

Had a Great 90 minute experience. The staff and Managers there are the best. Always willing to help, and dont seem bothered by helping.

The massage itself was great but the payment issues before and after the massage were stressful. Long story short, the giftcard I had was not working so I had to pay for the visit and wait for the manager to fix the next day. When I called the next day, I asked twice to speak to the manager and the rep would not let me. She placed me on hold, called me back and then I could even hear her asking my questions to another person. She told me they had fixed the situation but did not explain that a refund had been given. Anyways, I ended having to send an email a few days later and the manager replied quickly and said a refund had been processed and sent me a receipt. Its my opinion this confusion could have been avoided if 1)the giftcard had been sold properly to me in the first place and 2) if I had been able to speak with the manager directly when I asked.I do not plan on going back now that the giftcard has been applied. Id rather save myself the headache and have a massage from Zeel or Soothe at my home. I decided to give ME 2 stars instead of one bc the manager at least responded quickly to my email and showed me proof that a refund had been issued.

Took my daughter and I out for a fun relaxing day. They made the appointment for me the same day. Therapist were AWESOME! We will return.

Ive been searching for another amazing massage therapist since my first massage in 2016 when I stated my membership; and on 12/4/18 I found one. I could never find a therapist that knows good stretches and how to apply deep pressure to those trigger points/ tense muscle areas until today!!!!This was my first time at the Massage Envy Rotunda. I got a 90 min with KEYEON!HE WAS AMAZING! Best massage Ive ever hadVery thorough! He explain different stretches I can do at home in between massages. I really appreciated that. Already have my next appts.Im also event curious and thinking of getting a facial someday too!THIS was overall the best experience Ive had. From scheduling to the front desk.....to the WARMEST massage table EVER, 10 stars!

This place is amazing! Great customer service and massage therapist Melissa is outstanding! I recommend this place to everyone!

Went in to get my massage after driving long hours just to find out the place is a complete rip-off and charging you $100 for only 50 minutes hand on! This is when I had clearly asked for a full 60 minutes massage and booked ahead of time. Talking to the assistant manager who calls herself the manager was very passive aggressive causing severe headache and mental stress, I went back home very disappointed, tensed and in pain.Not worth the money or excitement. Unprofessional and rip off place.

Best Massage Envy Ive been to. Much stronger therapist and very friendly staff. I only visit this location now even though it is further from home.

Horrible customer service experience. My boss has an account and has been using them for years. She wanted to transfer me a massage session as a perk, which she has done once before. We both knew there was a $10 fee to transfer a session. So 2 weeks ago we called and booked an appointment for me, as a transfer session. We spoke to a man named Millenial and were very clear that she was transferring me a session. When he didn’t ask for a credit card for the $10 fee, we thought that was odd and literally prompted him by saying, “isn’t there a $10 fee to transfer the session? I am ready to pay right now.” Millenial said “no there is no fee to transfer a session.” So we put the credit card away and moved on. Fast forward to today, I spend my ONE day off after working 180 hours in the past 3 WEEKS going to the Rotunda to get my massage, and they have only an appointment for my Boss, not me, which was completely incorrect. There was nothing they front desk staff could do to rectify the situation other than ask me to call my boss early on a Sunday morning and have her call Timonium to transfer a session to the Rotunda for me, and have her take out her credit card and pay etc. It went from a relaxing situation to a very stressful one. I told them I’d rather just go home and relax, since how could I enjoy a massage after all that hassle.No thank you....

Its like Haven here on Earth .relieving the stress and tension from the hustle and bustle of everyday life. Every woman deserves to have one at least twice a Month

This was my first time going to ME. I made an appointment online, staff called me to verify and was very nice. The staff was very nice overall, however I did not get the add on services I booked and verified over the phone.

Meh. Tried 3 times and didnt love any of the therapists. The front desk staff was awesome but havent found a massage or facial person I love.

Customer service was great they was professional they had me fill out a form on different parts so they know where to start and I was relax that whole intire day

Great service..I have been feeling a massage from Jason since the summer job well done

Ingrid is a miracle worker for real. Probably the best massage - pound for pound - I’ve had to date, Massage Envy or otherwiseFront desk is always attentive and fun to talk to, and people seem to genuinely care about creating a positive, calming environment.

Went in because of restless leg, and massages sometimes help. But I havent had any issues with it in months, which is a minor miracle

Excellent service!!! Esthetician, Ms.Yolanda was excellent made me feel very comfortable...lady at the front desk Ms.Denean was very nice as well.

Enjoyed my massage here.

Relaxing & Clean

Brand new! Im a massage envy member and right now this is the only franchise in the city.

Made me feel totally relaxed

Brand new working hard!

Nice new location, Easy parking

Meh.....

Great service!

Love it!

Love the service

Awesome

Brandon is the best!!!!

Love it