I feel that this establishment committed a violation of Florida's Deceptive and Unfair Trade Practices Act. They in my opinion caused a "Bait and Switch". I went to Massage LUXE, in Stock Plaza Naples Florida because I received a gift coupon for one hour massage to this establishment. On October 23, 2025, the day I had the gifted massage I was offered a discounted price per month if I signed their agreement and the first massage under the agreement was $20.00 which I paid in CASH that day. The lady skimmed over the terms but as it turned out she omitted substantial details of the terms of the agreement to my detriment. The lady said she would send the agreement to me and I trusted her to do so. I told her I will come back in November for my $20.00 massage and she said OKAY. I never received the agreement by email which I had given to her along with my phone number. When I called to schedule the November massage I said to her by phone I will be using my $20.00 prepaid massage. I received no response to my statement. On November 25, 2025 I returned for my $20.00 massage. When I walked in the lady wanted my credit card to charge for the massage. I said I had prepaid $20.00 for the first massage under the monthly agreement. She said no you are late and need to pay now. She said you missed the deadline. I was confused. We went back and forth and then I realized they were verbally quoting a monthly term but they actually put me on a 30-day term and started the term on 10/23 without my knowledge. She said it is in the agreement. I said you never sent it to me and if you had trouble sending it you should have called me which they did not. I then asked for my $20.00 back and they refused to return it. I said you cannot take my money and not provide the agreed upon service, i.e. the massage. read more

Very dishonest business! Terrible customer service, ownership of business is hidden by staff. Massage luxe will sell you vouchers and then deny use of them. This business should be avoided by the public. Unethical and very dishonest. I tried to report them to corporate offices to report the fraudulent business practices of this location. read more

I have been very happy with my membership both massage and facials. Staff is friendly. Cudos.

I have the monthly plan (for the past year) and customer service has been excellent and accommodating and massage therapist Tammy is superb. I have been to many massage therapists over the years in different places I have lived and I can't say enough about Tammy's knowledge of the human body and skill at stopping & releasing my back spasms and increasing my range of motion in my neck, back and shoulders. (I had 2 back surgeries years ago that didn't heal well) The rooms are quiet and always clean, staff is always friendly and the bonus is you can come in everyday and use the hydroluxe machine (which is awesome) for free for 15 minutes. read more

I paid for a one hour, deep tissue massage and basically received 50 minutes of someone slathering copious amounts of oil on my skin. There really was no massaging at all. At best I would label it weak rubbing. To make matters worse, I couldn't communicate with the massage therapist due to a language barrier. What a disappointment. read more

Shame on me for not checking the reviews. I was looking for a place to join and get a monthly massage. I looked on line and found a introductory massage deal. I purchased three of them because I have found these places typically have high turnover. After the massage I found out you can only use one. (It's says so in the small print but I didn't catch that. Stupid deal. The won the battle but lost the war. Any want to buy two! Needless to say I'll find another place to join. read more

The receptionist was so rude Patrina. I bought my massage on Groupon and no one ever said you couldn't buy them more than once. She had no heart for the customer at all and was just rude. She would not accommodate my coupon and said I had to pay the difference. I was as just shocked how she hadj me pay the difference Wouldn't recommend as customer service is rude read more

I have never had a worst experience with a service that I paid for - my 1 hour facial was horrible with Veda at Massage Luxe on Collier. She was rude, sloppy and she should not be in the service industry, a facial is supposed to make you shine - hers couldn't have been polar opposites...a complete waste of my time and money....i felt worse about myself leaving than I did when I came in. read more

Let's add yet another 1 star review for this horrible establishment. As a follow-up to my last review, I called to use the last credit on my account that I was forced to pay for (because they wouldn't let me cancel over the phone, internet or fax - policy states you must come in) and I was out of town at the time. Upon calling, the desk attendant would not allow me a reservation with the credit I paid for in April. She stated I had to forfeit the credit because their policy states that members have 60 days from the last time a card was billed. It was my understanding that there was a 60 day window from the time of cancellation, not from the last date billed. Instead she kept repeating that it was policy, and that I had to forfeit the massage that I paid for because 60 days has passed since my credit card was last charged. I informed them specifically when I canceled that I would be out of town and would make the next reservation when I came back. Since I'm coming back in this week I attempted to make a reservation, yet they denied it. At this point they are keeping the money and will not provide the service, which is borderline criminal. Even after speaking with the manager Javier, explaining everything and asking to not leave on a bad note, he stated it was policy and didn't care about retaining me as a customer. He stated the request would be denied because I was given a cancellation form and it states it on their policy, and he didn't want to even try to make a concession because I was approximately 2 weeks over the 60 day window. On top of this issue, each time I did come in for a massage they did not provide 50 minutes of service for the "hour" massage. I notified them that each of my sessions had been short when it happened. My longest massage was 45 minutes. My wife stated her massage was under 45 minutes. She was also injured by the "masseuse" who clearly wasn't experienced. After her massage she had to spend the following day in bed recovering. The front desk attendant's response was "thank you for letting us know." This is one of the worst businesses I've encountered and would not recommend it to anyone - just look at all the other 1-star reviews they've received. I anticipate there are numerous people who are extremely dissatisfied and unfortunately don't post on Yelp - they just allow this company to short change them in regard to service, make it a challenge to cancel and steal credits paid for by hiding behind an unnecessary policy limiting time to use credits purchased. MassageLuxe and their staff ultimately deserve zero stars and a lawsuit. Caveat emptor! read more

I got the name Wrong .... It's GABRIEL , not Gerard . SO Sam and Gerard are awesome ! i opt for an hour and a half because sometimes an hour goes by too fast ! read more

Massage Luxe are privately owned. The Collier Blvd Lely location is very poorly run. The management team is unprofessional and not proficient in providing service recovery. I have had 3 appointments cancelled by the facility within an hour of the time. Javier is rude and refused to escalate another service issue to upper management. A massage luxe should experience should be relaxing and it is far from it. read more

MassageLuXe - If you want STRESS... make your appointment at Massage Luxe Lely - Day Spas Near Me - Naples, Florida

*see last part for most recent update* Edited 06/2021: Man oh man. I never thought I'd ever come back and redo my original 5-star review for MassageLuxe at Lely (and really MassageLuxe all together). I sent so many friends to the offices and RAVED. I live in North Naples but was making the drive to Lely for the best massage therapist ever: Luis. Luis helped my back pain tremendously, better than all of the other therapists there (they're all great & so is Veta who does the facials) but he was the best. He STILL IS the best. But the front desk staff and the manager (Fatima?) really ruined the entire MassageLuxe experience for me and I will no longer be using any of their services. (I'm sure the front desk staff couldn't care less if I took my business elsewhere, and that's the problem). The 2-hour appointment cancellation rule is completely understandable. And while I've had things come up or I've forgotten an appt, I've never made a deal about it & I paid the full price. But when I call in the morning at 8:30 AM and leave a voicemail saying I can't make my 6 PM appt, and then I'm sent the confirmation text an hour before, I get a little confused. Even more confusion is caused by one staff member telling me "oh it's okay, I guess they forgot to take you off the schedule" but then the manager Fatima leaving me a voicemail an hour later saying that I've been charged because I cancelled less than 2 hours before the appt. But the best part: when I call back and am calm with Fatima on the phone, just asking for an explanation, she basically says it's my fault that the opening staff member didn't get the voicemail and after I say "okay, well that's fine" (it wasn't fine but I'm not confrontational), the MANAGER hangs up the phone on me. I then had an appt scheduled at the Bonita location which I had to cancel due to waking up with a fever (I didn't want to get anyone sick just in case), I called at 1 PM to cancel my 6 PM appt, and the employee goes "well I'm going to have to write a note in your chart because you can't just keep doing this." Damned if ya do, damned if ya don't. I've cancelled less than 5 appts all together at these locations (for good reasons like being sick or due to work) and I've given them my business for multiple years. It's a damn shame that the amazing professionals in the back have some rude schedulers that pretty much ruin the experience. Note: I've met many great, friendly front desk personnel so it's not everyone. MassageLuxe: get your act together or hire better management because if the reviews were based on the therapists alone, every location would have 5 stars....instead of 2 or 3. This place gets 2 stars because of Luis and Veta alone. EDITED 04/2023: THE VANDERBILT BEACH RD (NORTH NAPLES) LOCATION IS 10 TIMES BETTER THAN ANY OF THEIR OTHER LOCATIONS AND I STRICTLY ONLY GO THERE NOW. GARY IS GREAT AT WHAT HE DOES!!! read more

It was not a relaxing massage today given the room I was put in was adjacent to an office immediately off the lobby. For atleast half the time I was having my massage, the masseuse and I both could hear loud voices and laughing (three people it seemed like - a male and two females). from the adjacent room. My masseuse apologized and banged on the wall atleast two times to signal the unprofessional behavior coming from the other room. DO NOT AGREE to go into the room adjacent to the office near the lobby! Sarah, the masseuse was terrific...the noise - not so! read more

This is absolutely the worst salon and customer service I have ever been to or had. I have called to cancel appointments twice, once while I was a member and the second time due to COVID, but they put me down as a "no call, no show" for the appointment. I ended up canceling my membership because they either could never get me in for a treatment or they would cancel on me numerous times without giving me two hours notice. I am a realtor on Marco and made sure to tell all my clients, especially those at Lely not to go to this salon. If I could give it a zero I would. read more

I bought a membership and when cancelled it, was told have 4 payed sessions to be used till the end of February. Made appointment for last on 2/20/23 but needed to reschedule for the next day. Was never reminded it would cost me $120 due to one day over signed agreement. And of course did not remembered exact ending day. And had to leave. read more

For massage requested. The woman who massaged me didn't speak any English. My massage was mostly supposed to be for my feet hands and one leg. Spots where I'm having pain. I couldn't communicate with this woman visually or audibly that I wanted my feet done and I several times pointed to my feet and tried to explain pain and I wanted it massaged. The last three minutes of my massage were my feet. That's all that they got.very disappointed that what I went for didn't get accomplished. If you do go, make sure you get in person. And if there's a comeback from the company about not speaking, English, then the woman totally ignored me, which is worse? read more

I can't say enough about Tony T and his amazing ability to relieve my knots and a pinched nerve under my shoulder blade that has tormented me for most of my life. I call him the knot whisperer as his approach is just what each knot requires no more no less. That being said I have issues with the corporate policies regarding the monthly subscription. Please read and understand the many rules as it can be confusing and frustrating. read more

This is the most unprofessional place I've ever been to!!! Back in March I came here with a Groupon. Had my massage and was satisfied. So I signed up for the membership. Holy moly was that the biggest mistake ever!!!!! The next time I came in I told the girl at the desk I was here using the Groupon for the massage and using the membership for the facial. Like they told me to do the previous time I was there. When I was done with the services. They said I owed extra for the time. Which was false!! Since my massage was covered by the Groupon and the facial was covered by the membership. So I told them to cancel my membership!! Amongst a very long heated discussion with a child behind the desk, who clearly is not trained to manage anything but a typing people into time slots!! She was so rude!!! Had no understanding of what was happening! Then didn't even honor the Groupon!! Several months later... I see that my card balance isn't getting lower. So I check to see what's going on... come to find out they never canceled the membership !!!! They have charged my card for 6 months!!!! $600 they have stolen from me!!! Now I have my card dealing with a dispute because of these thieves!! DO NOT GO HERE!!! RUN FAST RUN FAR!!! THEY WILL STEAL YOUR MONEY!!!! read more

Just had the most wonderful massage with Maribel! I highly recommend booking with her.

Have been going there, as well as several friends, for a few years. They are accommodating and very skilled. Love my massage there and friends also like it there. We all seem to have services from different professionals also. read more

My mom booked massages for the 2 of us at this new location. She was very happy with her massage from Tara, and booked another future service. I had Jody, and she did a nice job, but used almost no pressure. I like that we started on our backs so the back massage, the best part, would be last. When I flipped over I told her an area of my back I really wanted a lot more pressure on. I used the phrase "go crazy." She did not go crazy. She stayed the same. It was relaxing, but the annoying tension behind my right shoulder blade remains. Afterward, in comparing our massages, I told my mom about the issue with the lack of pressure. My mom said her masseuse checked in multiple times about the pressure level. Mine hadn't asked once. She then mentioned enjoying the hot towel and wondering if I'd enjoyed it too. "What hot towel?" I added. "We really had 2 totally different experiences," she said. Indeed we had. 3 stars for mine because while the quality was just ok, the first time client discount still made this pretty decent. Had I paid $75 it would be a 2. 5 stars for my moms, as she really enjoyed it and they made her, a massage novice, feel comfortable. read more

Visiting from Ma, and I had a wonderful massage from Luis! He was very good, attentive, and very conservative in privacy. I wish we had one near me in Mass. For new comers rate for $48.00 it is well worth it! Very friendly staff too! Clean place! read more

As the other reviews have stated, the customer service at this location is rough. They offer things without mentioning there will be a charge. Some of the front desk staff are very rude on phone and during checkout, and even if the therapist is the one who is late to start, they still cut your time short. I would make the drive to another location. I cancelled my membership. read more

New to town and thought I would check out massageluxe and book a facial. Arrived about 5 minutes prior to appt and the front desk was training a new person Finally got to my room with esthetician about 10 minutes after the hour. Esthetician started service at 15 minutes after the hour between banging her hands on the table using tissue and disposable wipes it was rushed and not gentle water was dripping into my ear and back massage was brief and she finished at 20 minutes to the next hour so approx 25 minutes and the service hands is supposed to be 50 minutes when I was checking out I inquired about the duration and said they were sorry but they would still charge the full price I had the staff member phone the owner and final they reduced what was owed by $20 bottom line you get what you pay for very rushed cheap tools and an auto pilot esthetician I will not be back too many other options out there read more

If there was a way to leave zero stars, I would. We worked our entire afternoon around two appointments. Staff was misinformed about age policies and after verifying ages and dates of birth of my 12 year old, he was unable to be seen when we came in for our appointment. Staff truly had no idea what was going on and we ended up going elsewhere. Awful and chaotic customer service. read more

I scheduled a 60 minute facial at the Collier MassageLuXe location. When I was in the room, the girl asked me what kind of facial I wanted. I stated that I wanted a micro dermabrasion. She then proceeded to clean my face, perform a quick micro dermabrasion, apply a mask, and then rubbed my face. This treatment was nonprofessional. When I checked out, I paid extra for the micro dermabrasion and added a 15% tip. The cashier said there was not a 15% tip on the computer so the girl next to her said add an 18% tip! I am a member of this spa but plan to cancel my membership. read more

Don't waste your money. It was the worst deep tissue massage I have ever had. If it was supposed to be a basic swedish massage it would of been just ok at best. read more

I scheduled a couples massage for my husband and my anniversary. We arrived thirty minutes early to fill out the required information. Our appointment was scheduled for 1:00. I was brought in a room set up for a couple BUT my husband was escorted to another room. When I asked about it I was told that his massage had already started. The massage did not come into the room until 1:10 and at 1:50 she said she was done. After I asked the manager Javier why she never massaged my feet (only put a towel over them) he told me that was up to her preference. When I remarked that the overall massage was only forty minutes vs. the advertisement of 60 minutes he said that was to allow for getting dressed. His attitude was very curt and dismissive. I feel like the employees are rushed due to over booking because it was standing room only in the interior waiting room. He said he was the only person to go through and that the owner doesn't speak to customers. He didn't seem concerned in the least that our experience was very compromised. We won't be back. read more

My husband purchased me a massage for my birthday in February and every time I book the massage I get cancelled but have friends who can call and get booked right in. They have our money so I guess they don't need to fulfill my appt abut yet take new appointments even the same day but tell me they are completely booked out and put me on a waiting list. read more

Great service and attention to detail! Rae Bruno the manager was so great with getting me and my husband set up with therapists that matched our individual styles and preferences. We will be back! read more

The nicest location for Massage Luxe I have been to. Had a deep tissue massage from Chris which helped my aches and pains and somehow made me look well rested. read more

My wife and I had a couples massage here on our anniversary vacation. The location and customer service were great. My masseuse Linda was excellent and made sure that the pressure was right and that she addressed any areas that needed close attention. My wife's masseuse (forgot the name) was also excellent and left her feeling very relaxed. Overall great experience at this location. read more

They Charged my credit card $5.00 per month membership fee and I asked the lady when In signed up if I cancel do I receive my credit payments for a massage and she said yes. When I stopped paying the 5.00 per month charge MassageLuxe would not give me the credit toward a message. So I lost my money. read more

This is the worst spa salon ever I got in my life and god know how I like that kind of institute. My husband gave a gift certificat (3 hours) for Christmas, mistake big mistake. I wasn't happy because I had a bad experience with them at the beginning (worst massage ever). But he told me give them a chance it can be better now. I called to try to get a massage. It took me while before I can get an appointment but this is one thing. Believe me or not, the day of my appointment I got a phone call from them to tell me it was cancel because nobody can't give me a massage. It was big deception but what I can do. Again today, I past by and I asked to have one hour and half again to use my gift card. They said yes sure at 7PM tonight. They said don't forget you can't cancel with out loosing money. You know what!! again I received a phone call few hours before the massage and they told me. We can't do the massage because the therapist can't come to work. Unbelievable I can't accept that. They charge you full price and if you cancel at the last minute they will charge you but the inverse they have no respect. The customer service is horrible. I will never recommend that spa at nobody. Francesca read more

Before going into MassageLuXe, I had only gotten a massage once before and never any facials. The front office is always so clean and neat and the receptionists have been nothing but nice and helpful. Prices are fair (coming from a college student on a mildly-tight budget) for the services you get, and you can even add on extras to your massage/facial (ex hot stones). The waiting room is super calm and dimmed. I think that it all depends on which therapist/esthetician you get. They will automatically stick you with someone based on your wants/needs unless you request a certain employee. My first two massages here were Swedish massages and both were done by women (I forgot their names). They were good, but I definitely think they could have been better- especially with the connection between client and therapist. The THIRD time I went, I did a deep-tissue massage first and then a seaweed facial. I got Richard for my massage and he had asked me if I had any lower back/neck pain and I had actually gone to get X-rays that morning. Richard mentioned that it might be a muscle issue. Sure enough, my spine X-ray came out perfect and the doc said it's muscle spasms/tightness. He was very knowledgeable and made sure that nothing hurt too bad. I got off the table feeling like I was 2 inches taller, without any lower back pain. My facial was done by Vada, and she made me feel so comfortable since it was my first facial. Vada made sure I was relaxed and that I knew every step. My skin looked so clear, plump and rejuvenated after the seaweed facial. 100% recommend Vada for any facials. I went for my monthly massage two days ago with Richard and he had remembered my situation and asked how I had felt since last time. I said that my shoulders were super tight so he focused mostly on that area (deep-tissue massage). He got every knot out and I haven't had any muscle soreness or tightness since. For anyone having muscle tightness or soreness, go see Richard! He's amazing! I will be coming back about 1-2 times a month now in hopes that this could be my answer. read more