Frais Spa At The O Hotel's Online Review Report Card

I had the same membership experience as a previous reviewer - do NOT get their membership! It is extremely difficult to cancel and I had to straight up get a new card just so this spa would stop charging me. I told them 3 months ago that I wanted to cancel and they acknowledged it, and never actually canceled my account. I honestly don't care that there is a cancellation fee, I was happy to pay it, because the fee would've saved me money rather than them continuing to charge me. I also had the same experience as others, where they cancel or try to reschedule you last minute. Their only saving grace is the massage staff - Jennifer and Scott were great. But as an overall establishment not being able to operate its customer service effectively, I need to give this 1 star.

Booked my appointment online through the app. Couldn’t get ahold of anyone on the phone to answer questions. Hours to reply to text. Day of the appt they tell me someone called out and they can’t provide the couples massage we paid for. Fine, I politely request a refund. They completely cease to reply. Now having to go through credit card company. Avoid this clearly incompetent and dishonest establishment.

I’ve booked a 60 mins massage on the 7th of May 2pm with Helga, paid and confirmed the appointment straight away using MindBody app. I have arrived 10 mins early to a locked door and no staff members around. I’ve called and no one answered, I also talked to employees at the reception and no one so the spa staff members today. I have a flight soon so I want be able to rebook. I want a full refund and apologies for the inconvenience

best 1st massage ever by brandon! it was amazing, will definitely return

Me and my fiancé came for a couples therapy $500 in total for just a oil massage and expired snacks...not only that thought after I left I called and told them I had forgotten my engagement ring on the table and I asked to speak to the lady that took care of us and she said she did not see anything nor did any item come up reported....this is such a shame because I have a photograph of where I left it and I also asked to see camera footage since there was one right in front of us recording us and she refused.... I can't stress this enough do not come here they do no care and massages are not worth half a thousand dollars... just plain ridiculous. Also asked to speak to a manager and I was also declined that, really just want my engagement ring back. If I could rate this place a ZERO I would. In the picture I left my ring next to the wine glasses and she said she threw everything away and denied seeing my ring lol so ur telling me u threw away glass champagne cups and mirror glass decor?

I had the 90 min signature massage. Hands down the perfect massage I was dreaming of! I'll come back to check their consistency but so far I'm happy to give this boutique spa the 5 stars they deserve What a hidden gem! I've tried so many expensive spas in LA and this location is now at the top of my list. Excellent customer service and the massage therapist today was phenomenal.

Jennifer was incredible her fingers are so so strong! I will absolutely be adding this to my wellness routine!! Must try when in LA

I received a text message from Eva at Frais Spa at 1:08am the day of my massage saying they had to cancel. My fiance and I purchased a couples massage and they said they had no body to do it. They said I would be refunded and its been over a month and that has yet to happen. Even the hotel in which its located said bad things about them. Super unprofessional

Love this place!

Amazing customer service, coming from out of town and they really worked with our schedules. Highly recommend