Privai Spa + Fitness at Kimpton EPIC Hotel

2 weeks ago my friends and I went to Privai spa for my bachelorette weekend. All 6 of us had massages booked for 12 pm. 5 of us were called in for services. When I come out of my massage I find out that my sister in law did not receive the service she booked. She waited for 15 minutes and no one said anything to her. When she asked, they said her therapist was stuck in traffic. She kept waiting and at about 12:30 they call her for her treatment. They assured her she would receive her full service plus an enhancement for the trouble. Once she was already undressed under the covers waiting for her massage. The front desk person comes in and asks her if she can come back at 4:15 for a massage. She says she can’t. We had already checked out of our hotel and the whole group was leaving after our massages. They tell her that they will only be able to give her a 30 minute massage but that the manager is fully aware of the situation and she will be receiving a full refund. So she stays to at least receive her 30 minutes. As we’re leaving they give her a goody bag consisting of an opened scrub, and some samples and a $50 credit for another massage. Which is honestly ridiculous because she should’ve received a free massage to make up for the terrible experience. But we never asked for anything more than a refund. Fast forward to last week, she still had not received her refund. When she calls, someone named Amelia responds and tells her they will only be able to give her a 50% refund because she received a portion of her service. My sister in law tells her that she was told she would receive a full refund and if she had known those conditions she would not have accepted the service. Instead of apologizing for the experience, Amelia was combative with her and actually boasted about what a nice gift they had given her. Amelia processed the 50% refund while on the phone which leads me to believe that if my sister in law hadn’t called, that no refund would’ve been given at all. Amelia did not even have the decency to call and tell my sister in law that she would no longer be receiving a full refund, she was the one that had to call. We were a group of 6 women that stayed in the hotel, booked a private workout class with the spa and all 6 of us booked spa services. We spent plenty of money at this facility, for them to put such little effort to remedy the situation is completely unacceptable. I will never come back to this spa and will never recommend to anyone else.

I got a day pass to the spa and had an absolutely lovely experience. Amelia and all the staff were amazing: so friendly and very helpful. I tried a workout class, which was great, and used the pool and other amenities. Everything was clean and felt luxurious! I will be coming back and definitely recommend.

Victoria did an amazing job with my spa treatment. I received ear seeding for the first time along with a reflexology treatment, and the experience was incredible. She took the time to explain the different responses I might experience throughout the process, which truly elevated my treatment. Understanding what was happening helped me relax more deeply and fully enjoy everything. I left feeling absolutely amazing and would definitely return.

I can’t recommend Victoria at Privai enough. She is truly exceptional. She is an incredibly skilled massage therapist and esthetician, and her energy work is nothing short of transformative. I’ve seen her multiple times, and each session leaves me feeling deeply cared for, restored, and grounded. Victoria clearly loves what she does, and it shows in every detail of her work. She is intuitive, passionate, and genuinely committed to helping people feel their absolute best. She has an amazing ability to tune into what your body needs and create a healing experience that goes far beyond a typical spa service. If you’re considering any service at Privai, I highly recommend booking with Victoria — she is a true healer and a rare find.

I had such a wonderful experience at Spa, and I can’t recommend it enough. From the moment I walked in, the atmosphere was calm, clean, and welcoming, which instantly put me at ease. The spa itself is beautifully maintained and has a very relaxing vibe that makes you feel comfortable and cared for. What truly made my visit special was Amelia and the staff. Everyone was incredibly kind, professional, and genuinely helpful. They took the time to explain everything, answered all of my questions, and made sure I was comfortable throughout my entire visit. You can really tell they care about their clients and take pride in providing excellent service. The service I received exceeded my expectations, and I left feeling relaxed, refreshed, and extremely satisfied. It’s rare to find a place where both the environment and the customer service are this consistently great. If you’re looking for a spa that offers a pleasant, stress-free experience with friendly and attentive staff, I highly recommend giving Spa Amelia a try. I will definitely be returning and encouraging others to visit as well.