L.M. Spa (1258 reviews)

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

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

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

Spa felt really old an dated, really needs an update. The bathrooms were also really tired and should have be well stocked of towels, hairdryers, skincare etc. Lockers were too high to reach. I wasnt required to fill in any forms before my treatment which i thought was odd. part of my package included access to the pools but was not shown or told about them when there and so didnt use. for a play that previously had a reputation of being 'luxurious' it definitely didnt feel that way.

Comment

I have visited the spa a couple of times now as I am always very happy and satisfied, but this time it really wasn’t as good as other times, which was a shame especially as this time I brought a friend for her first time. When we were greeted at reception there was only one receptionist and when we arrived she had to rush of somewhere - she quickly confirmed our treatments with us (but missed our facial we booked as add on) and then left after we completed the form. When we were struggling to open the changing room door there was nobody that could help us. The only clock we could see was in the gym and that is 15min slow which almost resulted us being late for our treatments. My friends treatment was fantastic although her room was very cold. My therapist was lovely- but not once did she ask me if the pressure was okay - if she would have asked I would have told her to go a bit harder. I didn’t want to ask as I thought maybe it is not usual for a relaxation massage. There was a little heater in my room that she turned on when the treatment started, the heater was so noisy that I could not hear the relaxation music at all, the heater was too loud. I didn’t want to ask her to turn it off as I didn’t want to risk being cold. At the end of the massage she didn’t give me any advise or told me about the tea in the relaxation room - I have been before and they have always told me that and I think it is always a nice and welcoming ‘goodbye’. There was really a lack of communication today that made this experience way less pleasant - and I felt bad leaving, as I still paid a lot of money, and I am not as happy and satisfied as I usually am