Houstonian Trellis Spa

The HR lady was kind, nice, and respectful. Her name is Ms. Kay.
The GM was also and a few others!
I filled out a application to work here but I see the Hispanic mgr. Over servers and busses don't want or need my services.
His loss my gain. God bless him for his purpose for not hiring me!
So many people has told me nice things about the Houstonian. But after this incident, I don't know.
The Hispanic mgr. Was kinda like had some sort of prejudice against me. All he had to do was give me a chance to prove myself to the company.
Even Ms. Anne thought I was a good fit, she was the one who sent me a email asking me to come in for a interview, oh well God bless him and the Houstonian

I tried to book a treatment and was unable to do so as I was told they do not accept any reservations for Canadians. I've been to high-end spas and resorts worldwide and have had no issues booking and paying for treatments with widely-recognized global credit cards, the fact that they refuse to book anyone without a US credit card is absolutely shocking considering they are in a hotel. We had looked forward to a lovely spa day here as a family but will have to take our business elsewhere due to ridiculous 'policies' like this.

Love this spa and have been coming here for 12 years. Great customer service and job well done. My favs are the quality pedis and manis they give with long lasting result, polish stays in place for days on hands and weeks on feet. The facials are great with knowledgeable estheticians as well! Keep doing a wonderful job Trellis!

During the time the Trellis spa was closed for renovations my husband purchased me a giftcard for a 50 minute massage from the front desk of the Houstonian hotel and was told he could use it at Trellis when it opened or at Solaya spa. Fast forwarded a couple years later we wanted to celebrate our anniversary and use the giftcard for my services we were told it would cost more then what the giftcard covered because services at Solaya were cheaper. The giftcard doesn’t have an amount on it, It’s for a service, so we asked to speak to a manager who was a woman (can’t remember her name) but she was very rude and said my husband couldn’t have purchased it there and she would not accommodate the giftcard without us paying more. We were planning to stay at the hotel and use the spa but decided not to because this manager was very rude. If the giftcard stated a dollar amount instead of a service that’s totally understandable but it did not, you guys lost a customer for the spa and hotel because this manager chose not to be accommodating.

This place is amazing. Book a service and spend the entire day relaxing by the pools. It's so beautiful. I had a facial with Veronica, it was wonderful. I've had 1 other facial and didn't like it so I wasn't too excited to try again. I was so wrong, it was a great experience. She really educated me about my skin and how to take care of it.
I went with my friend and her boyfriend for her birthday and we all had the best time.

I had a very similar experience to another reviewer, so I should share. I just had a baby three months ago and just returned to work. Decided to treat myself to a spa day. Packed a swim suit, breast pump, etc. On arrival, I was told that I was booked at the sister property Solaya and that they could not switch my reservation. I asked if I could have my services done at Solaya but come back to Trellis and use the amenities there and was told that I needed to book another $120 service in order to do so as an “exception” to the rule. Overall, very confusing and misleading language on the website when booking. No understanding or good customer service when presented with this issue. I’m so disappointed! I specifically arranged childcare to enjoy the full day, and I came home after two abrupt appointments. Can’t recommend.

Friendly staff, this place is so relaxing and very clean. Food was good also. I got a chicken peach salad. Can't wait to return.

Wonderful! Friendly, informative staff. Exceptionally clean. Very experienced professionals. You leave feeling reinvigorated and well-pampered!

All the bad reviews are accurate - horrible customer service. They charged me for a facial and massage for my daughter, but when she got to the salon she was told she wouldn’t be getting a facial because the woman that does facials had left - they said they had been trying to reach us all morning - We didn’t have any calls or messages from the salon. The supervisor and manager were very disrespectful and refused to take responsibility or remedy the situation- very disappointing. We will definitely never book an appointment here again.

I have a newborn baby, just went back to work full time, and have been super stressed. So I booked an appointment at Trellis (a few weeks in advance) and was planning on spending the day there to relax. I took the day off and arranged for childcare and everything. I packed my bag, including my breast pump, swim suit, etc.

When I arrived, they told me that there was some confusion, and that I needed to drive to their other location (Solaya), which doesn’t have any amenities. They were unable to accommodate me. I specifically remember booking my appointment at Trellis, so I’m not sure what happened.

I drove to their other location, got a sub-par massage, paid 300 dollars, and went home.

Needless to say, I was pretty bummed out. At least I got a free glass of Prosecco.: -/

The Trellis experience was like being taken away to paradise all day! I experienced the quiet room, had a massage, ate lunch, got in the jacuzzi and pool.

Amazing experience! Got to celebrate a birthday with a spa lunch, massages, and pool time. Ellyse at Trellis gave an amazing pre-natal massage and I highly recommend requesting her for any service she provides. Very good energy!

Can’t go wrong with this place. One of the best bars in the city. Everyone is always so attentive. I think the best part is that you can spend many hours here really relaxing. Always a treat to visit

Husband made a reservation for a couples massage for my birthday. When we arrived it was a bit confusing knowing where the door to the place was.

When we were finally greeted at the front desk, my husband told them we had a couples massage reservation. The women told us it was not put down as a couples massage and that they had only one and that room was already booked. And nothing she could do. I was disappointed because it was my husbands first massage and it was something I wanted to do together. She asked if it was booked online or called in, my husband said booked online but had to call in and specifically tell the person on the phone it was for a couples massage and clarified it would be one room. But she was unable to get us in one room. She finally offered to give us a free champagne bottle or 15% off the service. We took the 15% off because I am pregnant. After we got our separate massage, we checked out and I realized they did not take off 15% off. Overall, bad experience.

Definitely do not recommend nor will we ever be back. There are way more massage spa to go to.

Nice amenities and things like that. But a place of this magnitude. I would want more privacy. You have men and women walking around in robes all day long

The way this people try to charge me 380$ per guest for no show to the appointment, me and my girl tested positive for COVID and couldnt make it, now the say sorry but they had to charge, that is a robbery and shouldnt not pay for a service that was not given, also the say they would remind you, and they never did! Terrible service, i am calling the bank anyways and the place is overprice, bad service!

Today was so DISAPPOINTING! If zero stars was an option, I would give that instead.

Please take heed to the little nuisances people are mentioning in the reviews like paperwork taking up massage time, not getting proper customer service when issues arise, etc. Lisa, the manager, seems to be called out quite a few times in the reviews for poor customer service and I have to absolutely concur. She was consistent to what the bad reviews point out.

My assigned massage therapist Patricia did NOT do a good job. She started late and of the 30 mins I was there, I was mostly lying on the table waiting for her to continue the massage. Honestly, here was no massage. All she did was occasionally spread oil on my back in between raising and lowering the table multiple times, washing her hands, rinsing out towels and searching for oils. It was so bad that I asked her to stop in the middle of the session and left because I was not relaxed or getting the service I scheduled. As a licensed massage therapist myself, I know the various massage strokes and she did none of them.

When I went to the front desk to complain, Kaya let me know that I would not be charged for the services today. Services that I was not going to pay for because I was not getting what I asked for anyway. I asked to speak to a manager and Lisa comes out. She says to me that she knows what happened and the therapist said she tried to adjust to my feedback. Which just was not the truth. Patricia was to busy doing other things rather than the massage but does Lisa know this? Did Lisa bother to ask me about my experience? No. She just assumed what the therapist reported was accurate but yet you have a customer complaining to you and you don't really know why. How can Lisa say she knows what happened whens she never asked me about my customer experience? How can you provide good customer service if you don't get the customer perspective?

At any rate, this is not a place I would refer to anyone. I was expecting the quality of the visit to match the price point and it just does not. It was crowded in the waiting areas and no privacy in the locker room area because of all of the staff that is supposed to help you is standing around talking. The entire experience was a complete waste of time.