Thai Square Spa Reviews
25 Northumberland Avenue, Trafalgar Square, West End, London, WC2N 5AP
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659 reviews
I usually visit Thai Square Spa in Covent Garden 2-3 times a year, when on business in London, even sometimes bringing friends and family. I am sad to say, I will not be returning.
I went to the spa today to get the herbal massage, which I've gotten before, and loved on earlier occasions. Today's was the worst massage I've ever had:
The "therapist" clearly had no idea what she was doing, or where the muscles begin and end on the human body. She just generally rubbed oil on me, in a frantically fast tempo. I was left anything but relaxed, and with a sore back, as she pressed on the bone a few times as well.
When I complained to the front desk, she offered me a £8.50 discount on my NEXT visit?!
I would think, that when I pay £85 at a professional spa, there should be a guarantee of professional treatment -they should either offer me a full refund, or at least offer to book me a complimentary massage with a proper therapist later in the week.
I'm sad to say, neither I nor my friends will be returning to Thai Square.
Unfortunately I was unable to use the facilities at Thai Spa due to the absolutely appalling customer service I received from them.
I rang them on the 8th Jan to make an appointment for February.
I asked for the 16th as it was the only weekend I had free from the time I called & I wanted it to be after my January pay day.
The lady I spoke to didn't have very good English & I had to repeat myself a few times. But I gave the voucher code, which my fiancé had given me as a birthday present & confirmed for the 3rd time Saturday 16th Feb at 5 PM & left my mobile number so they could contact me.
I didn't hear from them again. Which is unusual because when I used the Sanctuary they helpfully confirmed my appointment.
So on the 13th of Feb a few days before my agreed appointment date I called to re-confirm & again spoke to someone with great difficulty who said I needed my voucher code. So I followed up with an email and received an unconscionably rude & unprofessional response.
They said I had booked it for the 12th January, which I didn’t as I already had a prio engagement and that there was no record of my follow up call. Which is a complete lie as I have a record of it on my mobile.
The way this matter was dealt with was wholly unacceptable - it was left to me to follow up, with no attention given by the spa to confirm appointments.
This is not a way to treat paying customers & they have taken advantage of the fact that the cost of the treatment had been paid in advance.
So they have taken our money and offered nothing in return apart from the worst customer service I have received in quite a while.
I had very high expectations for the Thai Spa but was gradually disapppointed as the treatment went on.
I did not like the masseuse's technique and actually hurt me on my shoulders a lot. I even said "ouch" out loud. She was very rough and not methodical in her treatment. She didn't understand when I asked her to be gentler and when she did get it, she forgot as soon as she returned to the same area later on.
The ambience was poor. I could hear a couple chatting in the treatment room next door. The masseuse was very noisy, dragging along a stool or treatment table. She would be washing very noisily in the wash basin area.
I didn't think the staff were very professional. Chatting loudly with each other and the receptionist was painting her nails at the front desk
The Thai Square Spa is a wonderful find, very authentic Thai, lovely decor and ambience. The staff were very attentive and the therapist was excellent. I really felt the massage had done me good, I felt energised afterwards. Definitely recommended.
Treatment by Female Therapist•
Thai MassageShow all…
This is the worst spa I have been in terms of customer care,value for money,spa managment!!!!!!!
1. I booked an hour treatment each with my mum, and the treatment time turned out to be only 50 minutes! (Apparently because allow 10 min for changing, but I arrived 20 min before treatment time!!!)
2. Made the complaint to the person in charge at the reception, was told there's nothing she can do, and she will ask the manager to call me back. They never did!!
3. The worst massagge bed I came across in London, was simply a bed - which is not comfortable at all.
4. Very noisy - u can hear everything going on outside of the treament room!!!
Totally a waste of money.
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