Urban Luxe Wellness and Spa

Horrible experience. I made a reservation for 6 PM, but they told me there was an urgent queue available at 4:30 PM. I showed up 15 minutes before that time had my body scrub done and was waiting to get a facial. The staff told me to wait a moment. I waited for quite a while with no sign of anyone calling me, so I asked how much longer it would be. One of the staff said 6:30 PM and this was already 5:45 PM. So I would’ve had to wait another 45 minutes. I asked if I really had to wait that long and they said yes because I came too early (seriously, just 15 minutes early?). I could’ve just waited until 4:30 to start anyway! This is such a lack of respect for the customer’s time. And on top of that, they blamed me for it. Totally unacceptable.

10 months ago

Overall, it was a luxurious experience with high-quality products. The atmosphere felt refined and premium without the pressure of a hard sell, and I appreciated the honest recommendations provided by the staff. However, I did notice a few areas that could be improved. The use of a plastic sheet on the spa bed detracted from the overall comfort, and I found that the room temperature could not be adjusted, which affected the experience. Additionally, the full price of services without promotion may be considered high for some guests.

a year ago

The facial massage itself was great. It was very relaxing and the lady who did the massage knew what she was doing. I especially liked that every step of the massage, she would say out loud what she is putting on my face. But I would say I'm quite disappointed at how my booking was handled. I called a week before to reserve my slot. When I arrived, the front desk receptionist said that because I was late (I was not, it was 7 mins after my schedule, and the standard grace period is 15 minutes usually) and I didn't answer their call to confirm the day before, I had to wait for 20 minutes. I was frustrated by this, as I was only called once the day before (no follow up call, message, or email), but it was only 20 minutes of waiting anyway so I agreed. After 20 minutes, I asked once again if it would be my turn now, to which the receptionist said no, there would be an additional 10 more minutes. I was quite annoyed as obviously they were lowballing the actual number of minutes I had to wait. I obviously lost my slot, and they were trying to appease me by saying a shorter waiting time. Instead of being relaxed, this instead increased my stress levels. I decided to leave and come back the next day. The good thing was, they at least gave an additional 15 minutes of massage, but I'm just disappointed that they weren't truthful about the waiting time expectation. I could have done other things with this 30 minute waiting time. Next time to avoid this, I would highly recommend to the receptionists, if the clients do not answer calls for confirmation the day before, please do any of the following: Either (1) Call again another time, (2) Leave a text message, (3) Send an email. It is NOT an option to cancel an appointment without informing the client.

a year ago