Sophie Salako
I had a package of ten facials for spa Espirit. Most of which have been at Great World city branch. The most recent visit at the Wheelock Place outlet was disappointing. The experience began with a phone call at 3pm asking if we would move our two appointments (5.30pm and 7.15pm) to both be at 5.30pm “for convenience.” When I explained I couldn’t make it at 5.30pm but would be happy for both to be at 7.15pm instead, the response was almost scoffing. It was clear this was about staff convenience rather than customer experience. We had booked two 75-minute Stress Rescue facials. We arrived 10 minutes early, were served tea, and immediately taken into the room before even having a sip. After lying in the dark for around 10 minutes, a bright light was suddenly turned on and the therapist began pushing a more expensive facial option. Despite my sister declining politely, the therapist continued pointing and trying to persuade her. This persistent upselling during what should be a relaxing experience was uncomfortable and inappropriate. My sister was then left alone in the room for a noticeably long period compared to previous Stress Rescue facials she has had (including at other Espirit outlets), despite the same treatment length and price. During my own facial, I was made to feel uncomfortable by the therapist’s reaction when I answered how long it had been since my last facial. She then abruptly stated that the Stress Rescue facial “doesn’t include shoulder massage anymore,” without explanation. The price has not changed, and nothing has replaced this part of the treatment. My face was cleansed using very cold water, despite warm water clearly being available (it was used at the end). The cleansing and application of products felt rushed and vigorous, not calming. There were also extended periods where I was left lying alone with no treatment happening, which is not acceptable in a 75-minute facial that includes massage elements. The session ended early, yet still felt rushed throughout. Afterwards, the tea was left by the counter rather than offered in the seating area as usual, making it feel like I was being hurried out. While I was standing there drinking my tea, the therapist again tried to sell me another package. When I declined, she pushed the menu under my face and pointed at a treatment that cost twice as much. I had been looking forward to this treatment after months of not having time for self-care. Instead, it felt like a waste of both money and time. I have one session left in my package, but I would not renew unless service standards return to what I’ve previously experienced at Espirit (particularly at the Great World City branch, which has been consistently good). Sadly, this visit fell far below expectations.
