TENSEI Onsen & Spa at Cassia Rama 9 Bangkok

Your best spa is losing loyal customers because of one employee. I’ll start by saying this: TENSEI Onsen is genuinely one of the best onsens I’ve experienced in Bangkok. The facilities, the atmosphere, the views from the 22nd floor — all outstanding. We came here on Valentine’s Day fully expecting to become regulars. Instead, we left deciding we can never come back. Here’s why. We booked by phone on February 13 (call duration: 14:17–14:25): 1-hour aroma massage at 5 PM, followed by a 90-minute onsen session. During the call, I initially discussed a 4 PM start, then clearly asked to move to 5 PM. The manager confirmed — multiple times. She also gave me their Instagram during the call, sent me promotions, and I used that same conversation to send the full booking details via DM. I asked her to confirm the details in writing. She agreed. She never did. When we arrived at exactly 5 PM on February 14, the same manager told us our booking was at 4 PM and that nothing had been changed. When I showed my Instagram message, she said “Nobody replied to you there” — completely dismissing the phone conversation. Between 17:00 and 17:20 she became aggressive, cut me off mid-sentence saying “You’ve said enough, now I’ll talk,” and denied everything. My partner heard the entire original phone call on speaker. The timeline of the call and the Instagram message match exactly — they happened during the same conversation. Eventually she rebooked us, but got it wrong: 1-hour onsen first, then 1-hour massage — instead of the confirmed 1-hour massage followed by a 90-minute onsen. We lost 30 minutes of onsen time and the entire flow of the experience we had planned. When I calmly pointed out that the booking had been confirmed multiple times by phone and in Instagram, she said “Let’s not go back and forth about this — you can’t prove anything anyway.” No acknowledgment, no accountability. I asked for her name — she refused to give it. We later found out her name is Wi. Another staff member came over, apologized for her behavior, and offered us discounts for next time. But when we were leaving, Wi herself didn’t say goodbye and didn’t apologize. To the owner: You have an incredible product. The space, sauna, baths, ice shower — it’s all there. But this manager is actively driving away customers who want to love your business. We would have become regulars. We would have recommended you to everyone. Now we can’t return as long as this person represents your brand. One employee is costing you far more than you realize. I have an audio recording of the interaction documenting the rudeness and the refusal to identify herself, as well as a witness. If the owner would like to hear the recordings, feel free to leave your contact in the reply to this review.

a month ago

Difficult booking experience but in a beautiful place if you are staying at the hotel with great views. I had Thai massage and it was very mediocre with the therapist playing on her phone while massaging my back which for the price is absolutely unacceptable and first time it ever happened to me. Deffinitely save your money and go to higher quality massage places that are 1/3 of the price here!

a month ago