Emma Wilson Urban Spa

In preparation for my honeymoon, I went for a legs, bikini and underarm wax at the spa. I was led to a badly lit, basement room where the underarm and bikini wax went ok but the technician clearly couldn’t see what she was doing properly. Upon arriving home, I noticed a lot of the leg hairs had not been removed, I mean LOADS. Needless to say, I was disappointed. I had had this treatment done in preparation for having a hassle-free honeymoon without needing to shave. I was sent a feedback survey by the spa which I completed and explained that my legs had not been done well and I would not recommend using their services again. Later that day, around an hour before we were due to go to the airport, I received a call from the spa asking me to come in to rectify the problem. I explained I was due to leave imminently and that wasn’t at all possible. They suggested sending photos of the problem for them to review, which I did. I received no response. I emailed again to see if they had received them. They finally responded saying that they couldn’t see anything (despite me highlighting where the hairs were) and could I come into the spa. I had to reiterate AGAIN that I was now on my two-week honeymoon, which I would rather be enjoying than spending time sending photos of my legs! Regardless, I sent more photos which again received no response. I chased AGAIN, only to be told that Emma had been away but she gave me no answer as to whether I could receive a refund for the poor service. I chased AGAIN, explaining that the customer service had been so bad, I would be leaving a public review. I then received a response saying I could have a refund and that they would be back in touch, well, surprise, surprise, I received no response or follow up from them. The bad wax job I can forgive, but the customer service I have received from this spa has been shocking and all the more disappointing that the experience impacted my honeymoon. I haven’t felt at all like I was listened to, or that my disappointment was appreciated in any way, and feel as if I have been totally ignored as a customer. This was the first time I used Emma Wilson's Spa and, needless to say, it will be the only time I ever use it.

Been coming to Emma Wilson Urban Spa for 6 years and I am never disappointed with my treatments! Staff are friendly, experienced and professional. It's lovely being greeted as a friend each time I have an appointment!

Coming here is a joy and a pleasure. I cannot tell you how much I enjoy the Voya massage. I definitely encourage you to book longer sessions. I promise you 30 minutes is nowhere near enough. I get a 90 minute full body massage about once a month and it's great. Do not book your appointment online. Call them or visit in person to avoid the booking fee.