Oceanova-The Spa at Ocean View

I received a $350 Oceanova Spa gift card in April 2025. I scheduled services twice, and both times the spa cancelled on short notice.

The first cancellation happened the morning of my appointment, when I was told the massage therapist would not be in. Only the facial portion of my scheduled services was provided, which I paid for with part of the gift card. I disclosed to the aesthetician that I have rosacea, which had been dormant for a year, but the facial unfortunately triggered a flare up. The only compensation offered for losing the massage, worth hundreds of dollars, was a complimentary add on. The receptionist did not apologize or make any effort to recover the service, showing no empathy.

I rescheduled to use the remaining balance, but five days before that appointment the spa cancelled again because the therapist was unavailable. On both occasions they offered to reschedule during the week, but as I work full time, weekends are the only option I have. This meant I was unable to use the remaining gift card balance.

Since then, I have called, left voicemails, sent texts, WhatsApp messages, a Facebook message, and an email with no response. When I was initially in touch with an employee named Carolynn, she was empathetic and offered to help resolve the issue, but after she left the company no one else has made any effort. The lack of customer service and empathy has been very disappointing, especially given the amount of money prepaid.

At this point, I am left with a significant gift card balance that I cannot use. I have requested a refund directly from the spa

Whitney is a exceptional massage therapist. She is attractive to her clients needs. I leave feeling relaxed and refreshed. I would recommend her to everyone.
Oceanova should accept other gift certificates not just their own. How it was previously.

After reading a few other reviews, I wanted to post about my similar experience. I attempted to schedule a spa day for a group of friends. It was a challenge to get initial contact with Oceanova. Once I did reach someone, I started to make appointments only to be ghosted by them afterwards. No reply to phone messages or emails. They had already sent one outlining the appointments we discussed, but then, nothing. I waited for a few weeks. Then, surprisingly, I did reach someone, but they were less than helpful saying the providers didn't have their appointment books available. They offer decent packages on their website, but after reading some of these reviews, I question if they would have held up. Very disappointing and unprofessional customer service.