Analyzing 6,618,7746.6M ReviewsFor 18,42918.4K Experts
Google reviewers rate Soothe Massage and Wellness Spa 4.8 out of 5 based on 876 reviews, with the owner responding to 21% of them. Customers frequently praise the professional and attentive service, highlighting effective deep tissue and Thai yoga massages, as well as the relaxing ambiance and punctual scheduling. Recurring positive themes include friendly staff interactions and comfortable facilities. However, several low-star reviews criticize rude phone interactions regarding Groupon payments, unexpected cancellation fees, and instances of delayed appointments or inadequate communication.
Data from Google, last updated October 27, 2026.
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and craft & service; weakest: replies to reviews.
Bar = this company · dark tick = category median.
876 Google reviews we collected
Phrases our text analysis found in 685 written reviews
Price verdicts customers left with their Google review
How often each topic comes up in the written reviews
We read 685 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Robyn is highly professional and always attentive to my needs.”
“The man who answered the phone was extremely rude and condescending.”
“I highly recommend her for her talent and comfortable vibe.”
“However, if you are looking for a quality massage performed by a properly qualified massage therapist, I cannot recommend this spa based on my experience.”
“Amazing experience from the minute you arrive to the time you leave!”
“This was a terrible experience and I highly recommend avoiding the "new spa area".”
“They offered us something to drink when we arrived and we were seen quickly even though we arrived early.”
“The whole experience was so relaxing and the membership is a great deal!”
“A bit pricey but a nice treat”
“My therapist listened to what I wanted and did an amazing job.”
“It's clear that she genuinely cares about her clients' well-being, and her expertise shines through in every movement.”
“But you still took my money.”
praise complaint · found by our text analysis, Google review wording unchanged.
Received an couple's massage here. Very relaxing experience. The staff was very friendly and hospital.
Jenny is one of the best massage therapists I've ever had! She's very pleasant and extremely talented! Jenny applied the perfect amount of pressure as she worked on my trouble spots. As a migraine sufferer, this is key!!! I've now switched to having 90 minute massages to get the added benefits of the extra time and…
Robyn never disappoints! Had a great 90 min deep tissue and left feeling like a new man! Thank you Robyn and the staff @ Soothe and Massage!!
Nina may have provided the best customer service I’ve ever experienced. The whole experience from the time we walk in the door to the time we walk out was absolute perfection. Thank you for making my wife and I anniversary a special one. We’ll be back.
This was my first message, a gift from my niece, and it was great. Beautiful place and wonderful people. All and all a great experience.
Robyn is highly professional and always attentive to my needs. I always feel refreshed after a massage session with Robyn and my muscle more relaxed. Highly recommend!! She is THE BEST
4.8 ★★★★★ 876 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Received an couple's massage here. Very relaxing experience. The staff was very friendly and hospital.
Robin gave an amazing massage as always
The man who answered the phone was extremely rude and condescending. I purchased a Groupon for the service and as soon as I said that his mood shifted. He told me I needed to pay the difference between the Groupon I already paid for and the full service price to keep my appointment. I asked a few questions after that and he became increasingly rude as if he was upset I had a Groupon. He also mentioned that someone contacted me and that wasn’t true. I never received any call, text, email other than my appointment being confirmed. I did, however call/text them to confirm. He kept cutting me off and spoke over me for the duration of the conversation. If that information was relayed respectfully, I would’ve gladly selected a different day or paid full price but I refuse to do so when met with such disrespect. If that’s the initial interaction i can’t imagine how I’ll be treated at the actual service. I’ll never allow them the opportunity.
Hi Ciarra. Our website clearly states that any Groupon bookings need to be done over the phone so we can go over availability. You booked online for a regular service which is why we reached out first thing in the morning. You booked under “Dolce Gabanna” which is not your name, and you left an invalid phone number on file which came up as disconnected. We tried reaching out multiple times through phone and email with no response. We were as cordial as we could be considering your lack of information and offered you a time slot but you refused. We wish you well.
Jenny is one of the best massage therapists I've ever had! She's very pleasant and extremely talented! Jenny applied the perfect amount of pressure as she worked on my trouble spots. As a migraine sufferer, this is key!!! I've now switched to having 90 minute massages to get the added benefits of the extra time and attention to problem areas. Best decision ever!! Thank you Soothe and Jenny!!!
Robyn is amazing!! The absolute best!
Jenny was absolutely fantastic! One of the best massages I have ever had!
I traveled from Atlanta to Cleveland to celebrate my husband’s birthday and booked a spa package at Southe Massages and Wellness hoping for a relaxing and memorable experience. Unfortunately, the visit was very disappointing. We arrived 30 minutes early, as instructed, for our 4:00 pm appointment, but our massages did not begin until approximately 4:10 pm. I had paid for a package with deep tissue massage, along with an additional $25 per person for stones. During the first 10 minutes, I could barely feel any massage at all and initially assumed the therapist was simply applying oil or lotion. After several more minutes, I asked for deeper pressure because I was not feeling any benefit. At that point, my husband’s massage therapist informed me that my therapist was actually a cosmetologist and was not qualified to perform a deep tissue massage. As a nurse, and as someone with metal screws and plates from previous injuries who requires massage therapy from a qualified professional, I was shocked. Had I known in advance that I would not be receiving the service I paid for, I would never have agreed to the appointment. I had no choice but to stop the massage. I was deeply disappointed because I had planned this as a special birthday experience for my husband and our first birthday celebration together. I allowed my husband to finish his massage, although it lasted only about 50 minutes instead of the full hour we paid for. By then, I no longer felt comfortable staying and could not enjoy the experience. We were charged $370 for what was advertised as a one\-hour couples massage plus 30 minutes of access to the steam room and hot tub. When I raised my concerns at the front desk, I was told that no manager or owner was available and that the owner would contact me. I am still waiting for that follow-up. The facility itself is beautiful and has a luxurious appearance. However, if you are looking for a quality massage performed by a properly qualified massage therapist, I cannot recommend this spa based on my experience.
Robyn never disappoints! Had a great 90 min deep tissue and left feeling like a new man! Thank you Robyn and the staff @ Soothe and Massage!!
Nina may have provided the best customer service I’ve ever experienced. The whole experience from the time we walk in the door to the time we walk out was absolute perfection. Thank you for making my wife and I anniversary a special one. We’ll be back.
This was my first message, a gift from my niece, and it was great. Beautiful place and wonderful people. All and all a great experience.
Analyzing 6,618,7746.6M ReviewsFor 18,42918.4K Experts
