Spa Pendry Washington DC

I am extremely disappointed with my recent experience. I scheduled my massage appointment online and, to my understanding, selected a female therapist preference. When I arrived, I was told I had chosen no preference and was scheduled with a male therapist. I explained clearly that I do not feel comfortable receiving a massage from a male therapist. Instead of understanding my request, I was told by the supervisor that declining would fall under their “no show policy” because I was “taking the therapist’s time.” I made it clear that I arrived for my appointment and had requested female preference when booking, and that I should not be pressured to go forward with a service I am not comfortable with. Despite this, the supervisor insisted he would escalate to the director about charging me. When I got home, I discovered that my card had, in fact, been charged—despite my objections and despite the fact that I showed up for my appointment. I left feeling pressured and disregarded…. And now disrespected that my card was charged before speaking to the director. If the system reflects no preference… understood. But if your customer states that was not what she choose and does not feel comfortable… then pressure should not be presented on the customer, or they will be charged. This conveys that the business comes before the client.

I am truly saddened by the experience I encountered at what is supposed to be a luxury hotel and spa. Kevin at Bar Pendry was not welcoming at all. I do, however want to sincerely thank Salma at the front desk for being exceptionally warm and kind. My experience at Spa Pendry was beyond disappointing. The Spa Director Melodie and Housekeeper Rosa did everything they could to address my concerns. They were both incredibly gracious, and they are the only reason I would consider returning. What was meant to be a relaxing day resulted in me canceling my 60-minute massage. Upon entering the sauna, water was dripping from the ceiling near the door, which caused the front of my hair to become wet. I was also immediately put off by visible rust stains in the sauna. Additionally, two of the three showerheads had calcium buildup, and the locker room curtain was extremely dirty. These concerns should not fall on housekeeping, but rather on the overall maintenance and upkeep of the property. I hope that these concerns are taken seriously and that the necessary repairs and renovations are made to restore the spa to the standard one would expect.

This experience was disappointing and avoidable. A reservation had been made well in advance, but there was no reminder communication prior to the stay. More importantly, when I checked in, staff did not notify me that there was an existing reservation on file that required confirmation. I never received any follow ups to confirm my appointment or that they would proceed with a $800 cancellation and not advanced notice. The result was an unexpected charge exceeding $800, followed by poor follow-up and limited accountability when I attempted to resolve the issue. A basic verification step at check-in would have prevented this entirely. For a brand that positions itself as customer-focused, the lack of communication and resolution was surprising. I’ve stayed with this chain several times and have been a patron at many different locations, but this experience has made me seriously reconsider. I hope management reviews this process, as it does not reflect the level of service I’ve previously experienced with this chain.

I cannot say enough wonderful things about my experience working with Melodie Edmundson, Director of Spa at Pendry. Over the past few weeks, she went above and beyond to help me secure a Valentine’s Day reservation that I truly wanted. Despite availability challenges, Melodie was patient, responsive, and incredibly kind throughout the entire process. She followed up consistently, kept me informed, and ultimately made it happen — which meant so much to me. Her warmth, professionalism, and genuine care are exactly what you hope for in a luxury hospitality experience. Before I even stepped into the spa, she had already made me feel valued as a guest. Thank you, Melodie, for your dedication and exceptional service. It truly made the experience special.

The staff were very welcoming prior to arrival. Dion was extremely helpful in directing me with garage instructions and Niyah was very thorough with showing me around once I got there. My masseuse, Ade, was professional and skilled with the hot stone massage. The complimentary champagne after the massage was a thoughtful touch as well. I would also like to thank Nick and and Donald from the pool team for making my birthday evening relaxing and enjoyable. The hot honey sandwich, complimentary champagne and macarons were a sweet surprise. Overall, the spa pendry was a great experience and I will be retuning. Well worth the money.