L.M. Spa (847 reviews)

Comment

I had a facial at your Spa and reacted to one of the products. About 10 minutes into the treatment I told the therapist that my skin felt as though it was burning. She applied a toner (I think) which was very cooling but was only temporary. She then applied something from an eye dropper to reduce the redness. As my face was still burning I asked her to remove everything which she did. At the time, I thought that this was the safest thing to do.

Comment

You need to review and map your customer journey with lots of opportunities for opportunities in some of the initial touch points.

Comment

Customer service from the receptionist and the massage therapists was fantastic, however there were a few disappointing issues with my experience: 1.Firstly my booking was incorrectly taken by the receptionist over the phone & I ended up being booked for a steam session instead of a spa session as per my voucher, this resulted in confusion, delay in treatment & for my treatments to be completed in the wrong order, massage then spa when I booked spa then massage. This was important for the oils left on body & face as they were essentially washed away immediately after in the spa when I did not want this but had no other choice due to the booking error. 2. Unfortunately the spa I used was filthy. As the room is dimly lit I unfortunately couldn’t tell until i got into the spa but it had lots of chunks of hair balls mixed with dirt/grime floating around. I tried to remove some with a towel but once i realised how much hair and dirt there was in the tub I had to get out and end my session early as it was quite revolting. Definitely not the relaxing experience I had hoped for. 3. The physical environment around the indoor pool is quite concerning. I observed all of the large pillars around the pool have extensive water damage at the base causing concrete to crumble and fall. The floor pavements also are in need of repair as the top layer has come off/ disintegrated leaving just exposed dirt on the floor. Such a shame too as the rest of the pool area is beautiful. 4. The directions to L.M Spa on google are wrong and it takes you to the wrong gate located nearly 2km away which visitors cannot enter through. This caused my much stress when trying to find the correct entrance as I did not want to be late for my booked session, I ended up being a few minutes late rather than 15 minutes early like I had planned to. The overall feel to L.M Spa is very beautiful & the massage I received was the best I have ever had, however these few faults outlined above unfortunately negatively impacted my experience and I would not book back in for the same treatments again.

Comment

Massage was very good, but showers/change area was unclean with used robes/ towels overflowing . Not what you would expect from somewhere providing a ‘luxury’ service . Regular cleaning of facilities should be made a priority

Comment

The inclusions listed on the voucher was for a 60-minute Relaxation Body Massage, which is exactly what we expected to receive. Instead, we received a 30 minute Hammam steam room and only a 30 minute Massage which was disappointing. And as I have asthma, I was unable to utilise this part of the unexpected service. The spa was also a little run down. The entrance steps were falling apart, there was mould in the Hammam steam room and the pool area had missing tiles on most of the pillars.