Novelle D'Spa in San Juan Puerto Rico - NEVER GO THERE Here is a summary of what happened : I bought my mother a spa certificate to Nouvelle D'Spa to ease the stressful month she's had. During the massage she was feeling too much pain/pressure - she alerted the masseuse and she told her to "*** her towel" (literally!) and take it ... claiming she had to work extra hard to take out the knots in her muscles. The result was this: black and blue bruises the size of her hand all over her back, shoulders and arms + incredible back pain forcing her to go to the Doctor and to lay in bed for 2 days. But that is just the beginning .... She went back immediately, the next morning to show them the result to her body and to talk about her pain - the manager on duty offered to make her better by providing 3 complimentary hot towel/steam bath treatments - my mom agreed. Her first appointment was the next day .. she received a call from the Spa to reconfirm the appointment and to ensure she would be coming in. When she got there at the agreed time, she waited for about 30 minutes without anyone coming to get her for her treatment .... She got up to ask status and was suddenly informed that : a) she had no appointment and couldn't just show up when she wanted - all of a suddent they couldn't find her name or appointment in the system b) they could not offer those services without accounts payable pproving and c) that they had no proof this was a result of their massage - to please come back with a doctor's certificate and a receipt of purchase (the massage that caused the issue occurred 2 days before!) Of course my mom called back trying to reach the manager who offered her these services to no avail, each time she called that day she was told a different story: manager was at lunch or not in the office or with a customer ... she never called back on any messages she left. My mother was completely frustrated and asked me to take over... at this point I called several times the next day, same story .... finally after several attempts I got an operations manager who claimed to know nothing of the situation and who proceeded to quote me their policy. He would not refund my money because the massage was given -i.e. services were rendered, would not offer the healing services unless I provided proof and waited for them to approve it and chucked it all to a "mistake" that my mother was there for an appointment and they would not see her. Ultimately he suggested I take it to court if I wanted anything else and assured me their lawyer would take it from there ... The worst part is ... all of this was caused by simply stepping into what should have been a relaxing spa experience and instead became a physical and emotional nightmare .... coming out completely bruised, having to stay in bed for 2 days, visit a doctor, and ultimately have to pay for her own physical therapy sessions. I really don't think this spa deserves any customers as they are willing to provide a careless massage to a 50+ woman who disclaimed her back problems AND who handle the aftermath in this unprofessional, run-around and avoiding kind of way.