I'm copy and pasting an email I sent Rock Barn 2 weeks ago - NO RESPONSE from them, which is…read moredisappointing and why I am posting this.
For background, I've probably visited Rock Barn Spa 8 times over the past 5 years, including when I brought my entire team (I'm a dentist) of 16 people for Christmas in 2025. Last year I was on maternity leave and gave them cash in cards instead and they had asked to return to Rock Barn this year for their Christmas celebration. However, after my visit yesterday, I was pretty disappointed and think that I will be looking into some other options rather than bringing them again.
A few notes:
1. Check in/check out - the check in ladies were friendly and polite. However, 2 of the ladies I was with were given the same tab #. This wasn't a big deal and no one cared, we assumed it would get figured out at the end. However, one of the ladies with us was very stressed when she originally received her bill at check out since it had both of the ladies drinks/food on it. The manager got the situation straightened out but was not in the least apologetic about it. Not a big deal but just poor customer service in general.
2. Check out - I had booked the Queen for a Day package and paid the deposit in advance. When I went to check out, I never saw a breakdown for my package. I was verbally asked what I would like to tip without seeing ANYTHING - not what the package cost, what I had paid, what I owed, what I had been charged for, nothing. I asked if I could enter the tip myself (the girls I was with had tipped 20% but I usually do 25% and did not want to make them feel badly). The lady that checked me out said "sure" when I asked to manually enter the tip but then just did it herself. I was not given a printout for the day, was not emailed any receipt? I am flabbergasted by that whole process and the lack of transparency. It has never been an issue before but no way am I bringing a group of now 20 people for the Queen for the Day package and not being provided transparency about what is being charged.
3. Service - Breana was very sweet and took good care of us with food, cocktails and lunch before our massages. Kelly was a bit pushy and I felt pressured to order cocktails after my massage. She also walked right by my friends and I when we were taking a picture (1 girl taking it of the other 2 girls) and did not offer to take one of the 3 of us, which just seemed like a shame. We could have asked her to take one of all 3 of us but I was surprised she didn't offer.
4. Overall experience- the robes are different then they used to be, not fluffy and seem cheap. Hanging in each locker was just a black "take home bag" with no goodies inside - my son asked the second I got home what I brought for him because in the past, I've had stickers, water bottle, brush, shampoo, etc. The "strawberries" included in the package used to be 6 strawberries, yesterday we were given 2 and they were TINY. I brought them home for my son and he asked me why they were so small. The cocktails were delicious as always but the glasses were cheap plastic or disposable cardboard. The Queen for the Day experience used to include a trip to the salt cave but this was not provided yesterday so I'm guessing it is no longer included? Overall, just each layer of the experience was not as enjoyable as it has been in the past and felt like corners were being cut.
In general, the experience and all the things that make the Rock Barn spa day feel magical just seemed to be cheaper/less than the times I have visited in the past. Unsure if it is under new management but wanted to share my feedback because it is not a cheap experience and it is something I have loved in the past but was genuinely disappointed in yesterday.
This is intended to be helpful and help provide feedback on ways to get Rock Barn back to what it used to be.
