Heavenly Spa by Westin - Brisbane City, Queensland

Taryn Bashford

Last time I gave five stars but while the massage was improved - they gave a firm massage - the rest of the package experience was reduced. We had the lunch and drink included. Plus pool time. Last time we had an excellent choice of food - the ravioli was awesome. This time? Burgers. Fish and chips. Pizza. Bacon & chicken salad. Hmm. Not into junk food after a healthy treatment. Plus the included drink was just red or white wine. At a spa I’d expect bubbly to be offered (like last month) and at least the name of the grape on offer. We’ve been two months in a row but unlikely to go a third time now. Just a thought for the pool bar. My experience is that you set up a tab so customers don't have to hop around with their credit cards in the pool itself. Defeats the purpose of a pool bar. Could be brilliant if someone just oversaw these details.

Zahra Jafari.G

Today we went to heavenly spa for the first time.It was great experience! The treatment was great and also the staff they were so lovely.
Just couple of things I wanted to address : 1.we have booked in for massage therapy for one hour and we could actually have access to the pool and stream room, however no body really had communicated with us beforehand that we have access so we didn’t have our swimmers and honestly I was really heartbroken!?
2.I have been in so many spa places before and it’s the first time I have paid $10 extra service charge!!I really didn’t like this part!
3.There was no body wash and conditioner in female shower and also in male shower.
All and all it was a nice experience and we enjoyed the great massage!
Thank you ?

Shona Ho

Had a beautiful massage and body scrub today with Nikita and it was just amazing! My skin is feeling so smooth and her massage pressure was perfect. This is my second visit to the Heavenly Spa and I will definitely be back. The treatments are so luxurious and it is an absolutely relaxing space with amazing therapists!! Well done!

suzanne Poulgrain

I took my partner here for his birthday. My massage was amazing but they unfortunately gave him what i can only assume was a totally untrained person. He tells me this was the worst massage of his life. I heard him ask for more pressure 4 times within the first ten minutes. He told me afterwards he really contemplating just stopping it was so bad and actually just uncomfortable. He let it continue as he didn't want to spoil mine and make a scene given it was a present.

Heavenly spa know this was bad. Without asking they gave a 20% discount. The reality is this was still an expensive massage with 20% off and i wrote to them to make them aware. A week later I've heard nothing.

I'm sure this is not an isolated issue

Piper Konias

I’ve been twice here now and had Arlette as my therapist. Both times I have left absolutely floating. She has magic hands and does an incredible job. Such a beautiful tranquil space and great attention to detail. I love coming here

Loren Justins

We had an anniversary couples massage booked, which we were really looking forward to as the highlight of our day. Unfortunately, at 6 PM the night before, we received an email saying it had to be cancelled due to illness. While I completely understand that sickness happens, the way it was handled left us disappointed.

When we were able to make contact with them the next day (as they were shut when we called them straight back), the staff member was polite but offered no alternative solutions. There were no efforts to reschedule, no help to find another spa, and no compensation—like a voucher or even a small gesture to apologise for the inconvenience.

If we had cancelled within 24 hours, we would have lost the full amount, so it felt unfair that when they cancelled on us, we were left with no options or support.

This was supposed to be a special experience for our anniversary, and while I sympathise with the circumstances, I expected better service recovery. A little extra effort or care would have made a big difference.

Laura Rishanghan

Had the working week rejuvenation with Elena, and it was amazing. The massage was one of the best I've ever had. The facial left me glowing for days after as well. The whole experience was calming, and they had great facilities. Will absolutely be back.

Mary N

I’d just like to preface this review with that the staff were lovely on the day. This is not a reflection on them and their service.

That said, myself and my friends will never come back again to Heavenly Spa specifically because of hidden and illegal service charges, as well as how poorly they handled it. I’m fuming on principle of it all.

I was organising a friend’s birthday spa day which was for the 4 of us. A day before the booking day, I got a call from one of the spa staff to that to confirm the booking I needed to put down a $50pp deposit and proceeded to send me a customised email link. However the total ended up being $210 with a $10 ‘service charge’ added. Since the booking was basically held ransom at this point, I paid and called the spa straight after to query this charge. In the email there was at no point in the T&Cs was there mention of a ‘service charge’ amounting to an additional 5% on a BOOKING DEPOSIT. The matter was escalated to the client service manager who day after the booking basically fobbed me off and said “You paid it so basically you agreed to it”. My last email was ignored.

This is frankly illegal. The ACCC states in reference to misleading drip pricing practices “Businesses must be upfront and clearly disclose to consumers at the start of a purchasing process the types of fees that will apply and when.”

No where in that personalised email link or more generally on the website under ‘gift vouchers’ does it state any mention of service charges. Not to mention charges amounting to 5% is far and above any transaction surcharges (which also isn’t mentioned anywhere). There should not be a service charge for essentially a forced booking deposit.

I actually did a test, if you try and purchase a gift youcher of say $100, no where in the 3 sections of info “Things to note" "terms & conditions" "redemption instructions” mention service charges. It’s only when you get to the checkout, the last step the total comes out to $105, with a ‘$5 service charge magically appears.

In my case, it’s clearly not about the $10 and many people who don’t have group bookings or purchase gift vouchers will likely not come across this charge but it’s left an extremely sour taste to the experience, and we’re clearly not going to be recommending this spa to our friends. The fact that no-one queried it prior is basically the business banking on earning this additional revenue uncontested. Dodgy AF.