L

Liz Lacocovia Google

about 1 month ago

I’m rating the Spa at Ten Thousand Waves four stars solely because of the exceptional Shiatsu massage I received from Pascal, which was truly out of this world. The grand bath, saunas, and overall facility are honestly a 6-out-of-5-star experience—absolutely magical. Unfortunately, the customer service detracts significantly and carries a pretentious tone that, without the incredible setting and massage, would make me hesitant to return. About five years ago, my boyfriend and I were recommended to dine at their restaurant, Izanami, where we first caught a glimpse of the stunning property. When we returned to Santa Fe several weeks ago—after planning the trip for nearly eight months—I was determined to book massages for three people. We were more than willing to pay the roughly $250 per massage based on the spa’s reputation. Their online booking system, however, is confusing and makes it difficult to reach a real person. Unfortunately, I accidentally booked three massages for December instead of January. I live in California and booked after hours, realizing the mistake several hours later. Because the spa was closed and the massages were scheduled for the next day, I left both a voicemail and an email immediately. Due to the time difference, I wasn’t able to speak to anyone until after the appointment time had passed. Although I fully acknowledge the mistake was mine, the manager was unwilling to show any flexibility—despite the issue occurring within 24 hours and my clear attempts to cancel. I accepted the no-show penalty (half the cost of three massages) and rebooked for the correct date a month later. During our conversation, the manager was fairly rude and stated I had been “flagged for no-showing prior bookings,” which was inaccurate, as this was my first time booking with them. It left me with the impression that my account remains flagged despite paying the fee. I didn’t want this to ruin our upcoming visit, so I let it go and arrived hopeful for a relaxing day with my fiancé and aunt. Unfortunately, the front-of-house experience continued to disappoint. The woman who gave us a tour was curt and dismissive—particularly toward me—when I asked questions. Since my fiancé and I had booked Shiatsu massages, she issued us the required two-piece outfits, but gave him bottoms that were far too large and handed me two tops. When I returned to the front desk to correct the mistake, she acted as though it were my fault and as if she were doing me a favor by fixing it. My fiancé received similar attitude when exchanging his clothing. Once we were away from the front desk staff, the experience completely transformed. The facilities are breathtaking, the therapists were wonderful, and the grand bath was absolutely magical—especially when it began hailing while we were soaking. It was pure bliss. At checkout, the same staff member was again snippy. She asked if I wanted to use the card on file; I said yes, and she snapped that she needed to see the card in person. I was happy to provide it—her instructions simply weren’t clear. She then made an unnecessary comment about tipping, saying that if I “liked the massage,” I was welcome to tip the therapist $500. I tipped a standard 20%, as the service was excellent, and sincerely hope she doesn’t receive any portion of the therapists’ gratuities. I’d like to give her the benefit of the doubt that perhaps she was having a bad day, but combined with my earlier interaction with the manager, it feels like a larger issue with guest services. Ten Thousand Waves is an extraordinary place, and without the front-desk experience, it would have been perfect. I don’t visit Santa Fe often, and I’d like to think I would return—but the spa would truly benefit from a change in guest services staff. The space and therapists deserve better representation.

S

Shayne Hernandezvia Google

about 2 months ago

A beautiful experience in the most gorgeous setting. Staff went above and beyond for us, our entire stay. The room we had called the Gemini was amazing inside and out, whether we wanted to drink our tea out in our private courtyard, or if we wanted to stay in our spacious room by the fireplace. The baths were so clean and beautifully landscaped. If you want to try a shiatsu massage Michelangelo was the best! And if you'd like your skin to be glowing, see Marla for a top tier facial. For our entire visit we got to relax because it was so quiet and peaceful here unlike other places we have tried.

L

Laura Podestavia Google

2 months ago

My family had the most extraordinary time here. We stayed in the Gemini Moon room which was perfect for a family of 4; the fireplace, box of complimentary Japanese goodies, and the light breakfast was perfect before our ski day at Ski Santa Fe (up the road). An apres ski soak in the Grand Bath was just what we needed to warm up. I also got a Shiatsu massage - first time ever, and it was perfection. Thank you so much for being so accommodating to our young family Ten Thousand Waves! We’ll be back.

A

Alex Werbervia Google

2 months ago

Came here on my birthday for a massage and it was incredible! Mandie was my masseuse and she was perfect! I definitely came in with a lot of tension and knots, but she helped me out! Amon was also great at the front desk for showing me around and explaining how everything goes. Everything at Ten Thousand Waves was exemplary and highly recommend visiting for your next spa day!

O

Otto Bvia Google

3 months ago

I loved 10,000 Waves 8 years ago. It's still a great experience with some caveats. Having visited the private baths we learned that lockers are not available to private bath customers. This makes it quite problematic to enjoy the other amenities at the spa after your bath time is up. To me, you should be able to lock your stuff up and proceed throughout the spa in your robe and sandals. With no locker availability to private bath customers, that means you're either carting your stuff around (shoes, socks, dry clothes, etc) while you try to enjoy the other amenities, or, getting dressed again after your private bath and not enjoying the other amenities. Our bath started 10 minutes late, no big deal - they still offered us the full 90 minutes. The problem was, they failed to communicate that to the cleaning crew, who knocked and entered multiple times during our last 10 minutes. Sort of the opposite of your "Zen, spa time" that you're hoping to enjoy and to pay for. Also, local residents do not get a discount (as you may find advertised around the web and on socials). Local residents can sign up for a loyalty card style program and THE NEXT time you visit, you get the locals discount - but be advised you can't just show up with your NM ID and get it. Hopefully this information about private bath customers not having access to lockers or common locker rooms / bathrooms is helpful as you are choosing what amenities to book at 10,000 Waves! Still a lovely experience, just less spa like than other places I've been and different from my previous visit to 10k.