My friend and I visited the Kalahari Resort Spa in Round Rock, TX on Friday, 9/11, to celebrate her birthday. We each enjoyed an 80-minute facial, and I want to be fair: the lounge, locker room, amenities, and the actual facial services were lovely. Unfortunately, the experience at the front desk completely overshadowed what should have been a relaxing and luxurious spa visit.The check-in and check-out experience was awkward, frustrating, and, frankly, incredibly disappointing.At checkout, one of us realized that she had misplaced her cell phone and asked the female clerk at the front desk if anyone had turned in a phone. The immediate response was simply, “No.” There was no offer to look, no attempt to help, and no mention that the spa had a lost-and-found area.What happened next was even more surprising. Almost immediately after dismissing our question about the missing phone, the clerk asked what gratuity we would be providing to the esthetician.We were stunned.A guest had just told you she had lost her cell phone, and instead of offering even the most basic assistance, the focus immediately shifted to collecting payment and gratuity. There was no, “Let me check,” “Have you looked in the treatment area?” or even, “We have a lost-and-found box.” There was also no question about how we enjoyed our services or whether we had a good experience.And this wasn't a situation where the front desk was overwhelmed with guests. There was no one else at the counter besides the two of us.Ironically, before leaving, we were able to use the phone's “Find My Phone” sound. Lo and behold, the phone was under the front desk counter, inside the lost-and-found crate.So I have to ask:Did either clerk offer to look for the phone? No.
Did either clerk tell us there was a lost-and-found box? No.
Did either clerk make any effort to help us locate it? No.The phone was literally sitting under their counter.The esthetician who provided our facials was wonderful, and the spa facilities themselves were beautiful. Unfortunately, a luxury experience is about more than the amenities. Customer service matters. The interaction with the front desk staff was so lacking in courtesy, warmth, and basic human concern that it completely changed how we felt about the visit.A spa should feel relaxing, welcoming, and luxurious from the moment you walk in until the moment you leave. Instead, the front-desk experience felt transactional and dismissive: pay, tip, and move along.For a resort that presents itself as a luxury destination, this level of customer service is simply not acceptable.The facilities and treatments may be nice, but the spa experience as a whole is not luxurious when the people representing the facility make guests feel ignored and unimportant.I left extremely disappointed and would not recommend the Kalahari Resort Spa based on this experience. Management should seriously evaluate the front-desk customer service and train staff on how to handle guests with courtesy, empathy, and basic professionalism.

Steam room, dry sauna, indoor large jacuzzi, comp water, granola bars, apples, water, outdoor private swimming pool with waterfall and plenty of lounges, hydro lounge with comfy seating & privacy drapes, COED for all above! Separate locker rooms. Great nail techs, and calming music. Comp shoes, robes & towels. $75 spend on services & get above spa amenities FREE. Been to a lot of spas and none have above amenities for COED. Must wear clothing. Kalahari is the very best spa in the USA!

My daughter and I had a spa day. What wonderful experience we had. Joyia and Ki'Arra were simply wonderful and made our day together a memorable one.

This was the best massage and spa experience I’ve ever had! The spa was beautiful and so calming. Everything about the spa facilitating relaxation with beautiful decor, calming smells and sounds and a great hydro room. It was a very welcome escape from the craziness of the rest of Kalahari. I will definitely be back!