If you're going to book an appointment, do it by phone or in person. During our trip my fiance and I booked 2 massages online and got a confirmation for it. When we went to the actual spa, the receptionist could only find one appointment. We didn't have extra time in our schedule that day to book another appointment for a few hours later, and if we tried to change the current appointment they would charge us an extra 50%. While my fiance and I debated what to do (we were insisting that the other person get the massage), the receptionist apparently found this very amusing and was laughing. Extremely unprofessional. The spa was suppose to be relaxing but this was the exact opposite experience. I was too pissed off for a massage at that point and went back up to the room. Later my fiance said the massage was only average. Overall I'm very disgusted by this experience. Based on the the rave reviews, if they can fix their pathetic web-based reservation system, it might be worth a $200 massage. For the time being, find relaxation elsewhere or get your reservation in person/ over the phone.