Urban Spa Wahroonga - Wahroonga, New South Wales

Emma Soutar

Terrible customer service!! Would not recommend going here EVER!!!

I had a test trial for a spray tan done here for my wedding (this was also for my hens). I was literally telling the beautician how to spray tan me as there was zero communication on her part. At that point I had my booking for my wedding tan already paid for and I wanted to get a refund. They refused to give me a refund and asked me if I would like to see someone more experienced to adjust the tan I had previously received. I ended up having to cancel my tan adjustment appt last minute due to being unwell (had covid at the time). They made a great big deal about someone coming into work 15mins early to fit me in. God forbid 15mins early to work WOW that must be hard when I’m a school teacher… Anyway after all this they kept the $70 I paid them for my wedding spray tan and never to this day have I still received the refund and of course I didn’t even go to the appointment! My advice don’t pay them when you book it’s not worth it!!

alicia elden

Had the most relaxing and beautiful Serenity Facial with Helen who melted away all my stress and treated me like a Queen. It was blissful. Plus, Robyn made sure I was looked after, over delivering on extras I didn’t have to pay for. Overall a great experience, great value, and I highly recommend Urban Spa Wahroonga!

Valerie

I had an amazing facial & massage package with Vianne, and left feeling so relaxed and on cloud 9, I had to really switch on to drive home! Also a huge acknowledgement and thanks to the owner, Robyn, for rectifying an issue I had in a previous treatment. It was a very considerate gesture, and also shows that Urban Spa Wahroonga are genuinely wanting their clients to be 100% satisfied and leave feeling amazing...which you will. Thank you.

Ayesha Smith

The spa experience was fabulous. However the booking process was terrible.
1. I gave my credit card details at the outset, then the whole group was asked for their card details which is not what I requested
2. We would receive a form to complete and then chased via email, phone and text 3 days later.
3. The policy on the website says form completed 24hrs prior, we were being threatened with cancellation 3 weeks out from the appointment
4. Post the session we have now received 2 follow ups for reviews - on a Sunday.

The customer should be at the centre of the experience and unfortunately the customer experience has been extremely poor. We were four, working mums with young children. At other spas, we book, pay the deposit and then arrive 15 min before to complete the forms. Low hassle and makes for a very relaxing experience. Unfortunately the booking process and subsequent follow ups for reviews on a Sunday have really soured our experience of Urban Spa.

Karen Tipping

The staff at Urban Spa Wahroonga are always exceptional and the treatments are divine.
Yesterday was no exception, I'm pretty sure I turned up without an appointment but Robyn and the staff were so professional and accommodating, after a very short wait I was taken in and received another amazing treatment.
Thank you Robyn.

Varnika Trisal

A complete rip-off! I booked my appointment with them at 11:30am and arrived at 11:27am. Despite being told to go to my room at 11:30am, my therapist did not arrive until 11:40. Although she was late, she apologized and we finally began treatment at 11:46am. During treatment, she forgot to bring mask, something related to hydro and left the room twice. The best part was when it was my turn for the hydro machine, the therapist told me it was running low. Once again, she left and came back and tried to use the machine without success, so she took it to her manager and said it was working, so I lost another 10 minutes. At the time she started, it was already 12:15 pm, and she told me she would finish by 12:30 because I had mentioned at the start of the treatment that I have to go somewhere after that. When she asked me how much time you had at 12:25, I told her I could stay until 1pm, but exactly at 12:30 she told me that's it. You are done, she tried to sell me a gold package, moisturizer etc. I spent 250 dollars on my treatment for 35 minutes. There is no way I would recommend them to anyone. My initial thought was to go somewhere relatively close to my home, but I think it's better to travel to Hornsby to at least get value for my money.

Holly Clark

Amazing salon. I always get the 5 star treatment from Urban Spa Wahroonga. I keep going back because they are simply the best in the business and make me feel pampered and valued as one of their clients.

Viv Grimston

If there was a '0' star option, I would pick that. Urban Spa cancelled my appointment by text the night before saying they had tried to call, and I did not answer my email - so I am cancelled!
There were no messages on my voicemail, and I did receive an email with the strangest link in it, so I did not click that - I sent the email to junk thinking it was spam.
When I got the sms saying I was cancelled, I called and left a message at Wahroonga salon saying I definitely want my appointment, and please confirm with a phone call in the morning before I leave home. I also went looking for the email, and chanced clicking on the link, which had no reference to Urban Spa, and filled out their form - answering questions they already know about me because I am on file.
No phone call this morning, so I called and left a message at the time I needed to leave - it's a 30min+ trip. They called back saying they can't fit me in because someone was sick and they were understaffed.
I have a voucher that expires this month, "they can't fit me in at all this month, nor will they honour it next month...but I can go to Beecroft, Castle Hill or Kellyville, and use it there!".
I live on the Northern Beaches for goodness sake.
There was no offer of a product to send me to the value of the service; and if you are in business, you would understand that that is far cheaper than a service, and would avoid a very unhappy client.
I was speechless at the end of the conversation.
I have purchased 5 vouchers in the past for friends, however, never again will I recommend or purchase vouchers for this group.
And for the marketing / sales team - a simple text that says 'you are booked in for this day..., please respond with a yes or no'
works perfectly and should work seamlessly with your CRM.

PS, I had actually booked my original appointment last year at Avalon. Got there to find chains on the door. All closed up.
No phone call to tell me.