L.M. Spa (677 reviews)

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The spa room itself, and pre and post massage room and experience were very nice. However although the massage was 'nice' it was so soft as to feel like I'd almost not had a massage. I was not asked at all what type of pressure I would prefer and after my back massage was completed I asked if I could have stronger pressure on my limbs. She verbally acknowledged me however nothing changed. Also I could barely feel my head massage and she kept stopping. Overall it was a disappointing experience. My partner had a massage at the same time and he felt the same way re his masseur. We have had many massages so had many experiences to compare this with.

Comment

The package I got was the melting moment. The massage and facial was mediocre for the price paid. On the booklet it says the facial was 1 hour, but it was more 30 mins. I wouldn’t recommend anyone for this treatment.

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I had a relaxation couples massage booked. The receptionist greeting us and the masseuses were very welcoming and professional. However, the front entrance to the salon was very dirty, including masses of bird droppings and a very dusty/dirty front door. The salon and treatment room was clean and tidy, however the shower & change rooms were dirty, untidy and very tired looking. The facilities are tired looking for such high end pricing. Unfortunately I am a qualified masseuse and therefor have very high expectations from my training. The young girl I had was lovely, however her draping and constant loss of client hands on contact was off putting. I indicated I liked light pressure and didn’t tick for my scalp or feet to be done. She must of missed this on my form, as she did both. She asked how the pressure was occasionally, but didn’t react or reduce pressure when my body language was indicating it was too hard. I pulled away when she did my shins & calves, but didn’t ease the pressure or ask. Troy’s masseuse did appear more experienced from what I heard. He did enjoy his massage. Just wanting to give constructive feedback, as if I wasn’t in the industry myself, I would not rebook or recommend the salon. I’m all about giving feedback to improve services rendered as I have been there before and had a much more enjoyable experience.

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.