I'm curious who wrote this note, which is signed by the "management team" despite the fact that I was told there was no manager. Whoever you are…it's fantastic to see that you're available via Google Review chat but not via phone. Laura promised me that someone will call me on Saturday, November 11th, and if not, then by the 13th. I contacted your spa on Wednesday the 15th to follow up after your organisation failed to maintain its promise, and I was informed by Emily no one would be available to assist me until next week, but yet I am getting a response via Google. Such poor service! Your therapists were not working with any clients. As I approached the shop, no one walked out. The floor was being mopped by one of the staff (see photo) and the other two were sitting behind the desk chatting. I imagine you're going to say she grabbed the mop as soon as I walked in, despite the fact that the entire floor was wet. I should have known then that the facial would be as bad as the service. I suppose she rushed my treatment because as you stated your busy due to Christmas. The therapist performed a two-second cleanse, then didn't apply numbing cream to my skin prior to skin needling and ending with applying sunscreen and leaving white residue all over my face. $349 for that. No soothing mask, no face massage, no cream..just a complete joke If you really wanted to rectify this quickly then you would have already. Laura took down my banking details, and you have my contact information. Key

Bought a ‘2 hours of heaven’ package as a treat for myself which I redeemed last Saturday. Whilst the clinic was clean, staff were very friendly and professional and I was given a complimentary blackhead facemask during my treatment, I was disappointed with my overall experience at this clinic. My foot soak and exfoliation felt rushed. There was no hand massage or hot stones used during my full body massage. In fact my therapist used surgical gloves for personal reasons which detracted from the overall experience, plus the massage itself was poor. I also did not receive a 2 hour treatment as advertised as my appointment started later than scheduled, I was left on the massage table for a significant period of time to undress and my appointment finished 5 minutes early. I was also advised to opt for a microdermabrasion and collagen mask in lieu of the facial during my consultation, but it was only just before I was leaving that my therapist informed me that this was an extra charge of $59 and to discuss the matter with the Office Manager. Having felt like my time had been wasted as I certainly did not feel like I just had 2 hours of heaven, I left the spa and called Customer Service instead on the Monday to discuss the issue as I did not wish to do so in front of other customers. I was advised that someone from the clinic would call me either that day or on the Tuesday, but I am still waiting for a reply. I would be hesitant to return to this clinic or to recommend it to a friend.

From the onset the whole experience was not what i was used to. The massage table was way to high for my height. It had not been prepared correctly. A large rough towel had been pla e in the hole where the face is to go, blocking my airways. This needed to be rearranged & not all that successfully Some weeks before this day, I had my 1st Massage at this venue with a young lady called Laura & she was wonderful. The 2nd , which I now speak of, was certainly a disappointment. As pleasant as this lass was, did not make up for her lack of ability to treat the painful areas I had mentioned. Her massaging concentrated on rubbing on the bone instead of the muscle areas. This was quite painful & I mentioned the issue a couple of times. I could feel her breathing down on me which was not a comfortable hygienic position to be in. I say it as it is when asked by another employee afterwards. Would I return, yes, but ensuring not the havecthe 2nd lass with all due respect. Her hands were not professional enough for the massage as I had expected.

It was my first visit to this location. I couldn't find the spa, so I asked the mall's concierge, and I was told it was next to Country Road (he was wrong), so I called the spa several times to get directions, and each call went unanswered. I asked a random lady, and thankfully, she pointed me in the right direction. When I arrived at the spa, there were two ladies sitting behind the desk and another lady mopping the floor. I couldn’t believe my eyes. There were three employees on the premises, but no one answered the phone. It doesn't stop there. Urban Spa sent me an email stating that I had been given a $100 gift card from my mother-in-law, but once I got there I was told it was a $90 gift certificate when it clearly says $100. Nonetheless, $100 was taken from my mother-in-law's bank account. However, they would only accommodate $90 and will give me $10 off my next visit.I asked for the manager and I was told "we don’t have a manager." What a joke!!! Poor service. From start to finish,

Therapist was lovely to chat to, and very good as massage. However it appears that urban spa has a culture of up selling. I booked in for a $99 first time massage and facial - 2 hours of heaven. My facial was explained as being quite basic and was immediately upsold a different facial. All in all there was about 20 mins on the facial and 30 mins on the massage. There’s also a consultation where they try and sell their overpriced services to you. The remaining 70 minutes spent on a lash lift that was upsold to me and not part of the service (extra $40). Not great results, they need to discontinue this service or at least warn people who are doing EyeNvy or have Asian lashes that it doesn’t work on them). I would have preferred a longer massage and facial, and then do the upsold lash list later after the 2 hour package. Don’t go here, unless you like predatory upsell culture.

I am giving this review a 3 out of 5 stars. I bought a $2,000 Diamond Savings Plan. So far all my appointments have been fantastic. The center is clean, the therapists at reception are friendly and give a good service. Marisa, my therapist at Macquarie Centre is amazing, really knowledgeable, friendly and pleasant. What has taken the 2 stars out is the Management. I have visited the centre multiple times and every time I have asked for an itemised account of the services provided and products I have bought. I have also sent a couple of emails requesting an itemised copy my account. After paying $2,000 this should be automatically processed. Really disappointed and poor service on behalf of Management. Every time I go to the centre and request the itemised account receptionist tells me she will let the owner know... but so far.... nothing. Really disappointed.

I have previously purchased a platinum membership and recently another facial treatment package as they are good value for money if you can afford to pay ahead for your treatments in one sum. The treatments themselves have been great and my acne prone, oily skin has gotten much better since visiting. One thing that takes away from the experience however, is when the girls attempt to discuss and endorse their packages / products mid treatment while you are trying to relax and enjoy the pampering experience that you have paid quite a lot of money for. Some advice to the ladies if this gets back to you, please leave these topics for discussion with your customers after the treatment is over. It's very annoying and I'm sure I speak for many others when I say that it is unnecessary and detracts from the experience.

I have been going to Urban Spa (even before covid) I have had many different treatments and have always been happy. Renee is so lovely and totally professional. Thank you Renee for all your help in educating me and achieving amazing results for me at 63 years old. Also Renee's patience, when I keep asking what the treatment is doing for me. ❤️ I love my visits to Urban Spa, Macquarie. Thank you also to the lovely girls that also make me feel genuinely, welcomed. I can not write too highly for Urban Spa, Macquarie. I recommend that you book in for an appointment. You will love the treatment and genuine friendly atmosphere. We all need to spoil ourselves we deserve it!!!

Friendly staff but for the amount they charged me I expected more. I was told $59 for microbrasion and collagen at the time of treatment not $59 *each* so I was surprised by the extra charge at the end. I think if you’re going to charge that much I would expect the treatment to be much more thorough. I felt like most of my time there was spent listening to them selling me products and I didn’t really feel like I have time to relax. Having said that the staff were friendly. Edit: I ended up being charged $220 for less than 1 hr 45 min treatment. It was originally an introductory deal advertised as $99 for two hours of treatment

I am very impressed with Jacky's service last time I visited Urban Spa Macquarie Centre. Jacky was courteous and professional, her pressure on my face and body were just right. I felt very relaxed during the whole process knowing that I was in good hands. Since this was my first time with Jacky, she checked with me very thoroughly before she started the treatment, so that she knew what I expected. She delivered what I want. I am very happy of Jacky's service. Also, Urban Spa is very clean including towels used and blankets. I am very particular about the Spa's cleanliness and they ticked all the boxes.

Yesterday I had a Microdermabrasion and Collagen Mask with Genevieve and all I can say is WOW. The salon is beautiful, all the staff are lovely and Genevieve was phenomenal. Genevieve was clear, concise and knowledgeable; she listened to my skin concerns and recommended products suited to my needs, outlining the key ingredients and how they would aid my skin. The micro was thorough and the massage included was so relaxing. I enjoyed it so much I’ve booked in for the 2 Hours of Heaven with Genevieve in a few weeks. Do yourself a favour and go to see Genevieve for all your pampering

Spa it’s self is good, clean and tidy Therapist was nice too but..., Booked 1h massage and 30 min body polish...treatment started 12 min late because therapist needed to clean treatment room after previous client. Then consultation took another 10 min ... and instead of expected 1h massage and 30 min additional body polish, I have received 1 h 08 min of all together... I think if delays meant to be happened and it’s not because of clients fault then treatment must be extended accordingly Will make a different choice next time

I had a 2 hour package, supposed to be 1hr facial, 1/2 hour massage, foot or hand massage etc. I was taken in 10mins late, then left to lie there for 10mins whilst i was supposed to be getting undressed. In the facial, there were 3 sets of 'masks' where you're left there for 10mins, while the therapist was playing/typing on her phone. Then the massage was 15 mins. The appointment finished 1hr 25mins, after the already late start. I'm sure it's not the case for all Urban Spas - so maybe try a different location.

Worst business ever, appalling to deal with. I got gifted a massage voucher and went here once for a mediocre massage several years ago. Ever since they keep sending me text messages for offers - I have called, emailed and messaged back as per text instructions to reply "Stop" if wishing to opt out. No point blocking number as it's always from a different mobile number. Every few months I get an annoying text to remind me of this rubbish beauty salon I never want to return to.

Went in for a leg wax and a facial. The leg wax was rushed, and I realised the next day she'd missed huge chunks around my ankles that I now have to fix myself. Facial was OK, I had the express microdermabrasion and a mask. It was relatively good value for money, but I don't find it very relaxing while I'm in there to have the therapist try and sell a whole bunch of products when I explicitly said I wasn't interested in changing my skin care routine. Probably won't return.

The girls at Urban Spa Macquarie are always so welcoming and professional. My sister and I have been coming here for a while now. The treatments, massages and products are amazing. My therapist Renee always explains what and how each step of treatment and product used benefits your skin. Renee also gives blissful massages and after each treatment my skin glows and feels rejuvenated. If you're looking to treat yourself, I highly recommend Urban Spa Macquarie.

Very bad place. They gave my daughter a tan that was so horrible she came home and scrubbed it off. Not only that they forced her to buy products and said it was non negotiable. Body lotion and exfoliator for $80! That did not include the spray tan.She is a school student and I found out all this after she did it. It is absolutely appalling that they took advantage of a school girl. Urban Spa. You should be ashamed of yourselves!!

I go regularly for facials and am really happy with them, my skin looks so much better and my therapist is lovely, personable and very knowledgeable so I completely trust her. The only thing I’m less keen on is the product push at the end, which I guess is driven by management but makes me feel a bit stressed and pressured before I leave. Aside from that I love my facials and would recommend to anyone.

I booked on 3:00pm, I arrived 2:55pm, and started at 3:30pm, they said too busy, and kept me wait over 30mins, I bought the 2 hours Christmas package, cost over $200, it finished at 5:20pm, not enough 2 hours, my purchase should come with a $25 voucher, they said because I booked online no voucher, very disappointed, not professional at all, I won't come back, and won't reckon to anyone.

Had a terrible experience here with a bad eyebrow wax and tint. The tint was poorly applied and one of my eyebrows had a significant patch of hair waxed off the top. The therapist didn't say anything and rushed me out of the treatment room without offering me a mirror to see what had happened. It will be two months before my eyebrow is back to normal. Will not be going back here again.

I had the most relaxing facial and massage session with Renee on Saturday. She was so friendly, professional and well educated in knowing what my skin needed. She started me on a new morning routine for my face and it’s only been three days and I can feel the difference. Her massage was one of the best I have ever had and I cannot wait for my next session with her.

My 5 stars are all for Jacky! She’s an amazing therapist. I really love having my treatments done by her and she is definitely the reason I keep going back. You can tell Jacky is very passionate about what she does. She makes you feel comfortable and really looks after her clients. Such a lovely person as well …

Have come back to this salon reluctantly after COVID lockdown to be pleasantly surprised by new manager and therapists. They take customer service seriously and are dedicated to providing an exceptional experience each visit. They have won me back as a happy customer... and my skin is looking great.

Had a great experience at Urban Spa Macquarie recently! First time visit for an eyelash lift & tint. Very professional girls, clean & relaxing rooms and most importantly a great job done! Love my lashes - much quicker getting ready every morning now! Already re-booked! Thanks guys!

Went with a friend for our Christmas treat had a facial very good but disappointed with massage . Would have liked more than was given would have like hot rocks. My friend was offered this but I was not and no neck massage ! I had to ask for it. I would not go back for a massage.

I booked in for a massage and though the staff were very lovely and accommodating, the massage itself was non existent - no pressure at all. I was not expecting remedial, however the pressure was literally a touch. I did feel like I wasted an hour, however bed was comfy.

I really can't speak highly enough about the team at Urban Spa Macquarie. I'm always made to feel welcome, my skin concerns are understood, and the treatments are always so relaxing. Renee always brings great service and professionalism with a fun spark!

One of the staff members was the rudest person I have ever come across. I had an appointment booked and they made me wait 20 minutes before telling me that their staff member hadn’t shown up for the day. I will NEVER use this business again, what a joke!

Had the 2 hour heavenly package and it was so good! My therapist was amazing and was very knowledgeable in explaining my skin condition. The whole experience was just so relaxing! My shoulders feel a lot lighter after the massage, thank you!

Wish I could give 10 stars! Everything here from skin care, treatments & massages are amazing, cannot recommend highly enough. Renee is the absolute best, thanks to her my skin is better now than it was in my 20s! Love this place & the staff

This was a spa treatment gift for my wife, she was very disappointed indeed. Clumsy & inexperienced lack of communication of treatments & creams being used. Kept leaving the room without any mention. Very unprofessional & inexperienced

Despite asking more than once for the owner (not the manager - who said she can't help with my query) over two weeks on and still nothing. Having spent a lot of money there I would really appreciate being contacted. How hard can it be?

Service was good and mixed with disappoints. But their way of managing account and memebership is messy. If you ever buy their gold or platinum packages remember to ask for a credit deduction summary every time you have a treatment!

I cannot recommend urban spa at Macquarie enough the couple times that I’ve come I have a wonderful experience, the girls are so lovely and are amazing with what they do. The facial was so relaxing and was just what my skin needed.

I loved my experience, the lady who looked after me was really lovely. At the end I just felt quite pushed to purchase product and to rebook multiple ongoing treatments (I'm the kind of person who just goes for a special one off,

My visit to Urban Spa was nothing but exceptional, the service is fantastic and the staff are very accommodating. My appointment was for Hydro Micro-dermabrasion treatment, and have booked again for my next round of treatments.

i have had the best and most relaxing experience with the girls here they really give what you pay for i would recommend them highly. BEST EXPERIENCE i will defiantly will back. thanks again for your amazing work girls!

Second visit to Urban Spa and always so happy to re-book my next session. Staff are so welcoming, the rooms and beds are comfortable. The whole experience was extremely relaxing and just make my week! Thank you!

Had the most beautiful facial & massage. I had the microdermabrasion with hydro & my skin feels amazing. Added on neck & shoulder massage which was so relaxing. Jacquie was brilliant, I’ll be back ⭐️⭐️⭐️⭐️⭐️

Renee has been so helpful and honest throughout my treatment plan! She explains ever product and process in detail and always makes me feel comfortable. Looking forward to my future treatments with her!

Jacquie was amazing. Had an hour long massage and hour long facial and she was one of the best spa specialists I have ever had and I am a massage junkie. Would highly recommend this place and Jacquie

Lovely spa with friendly staff. Renee takes good care of me throughout my treatment and I trust her recommendations. They also offer prepaid packages with generous savings if you are a regular.

Thanks to Renee for an open honest chat about the skincare approach and the service offering. I had a really lovely treatment, the massage was excellent and my skin has already improved, day 1!

Poor service told me and wife something else and only worked on our face for hardly 20mins never coming back here e again... they just fool around their customers.. wastage of money

Renee was perfect and amazing! Something that could be so uncomfortable and awkward but wasn’t in the slightest! Would highly recommend urban spa Macquaire! Plus the beds are comfy.

Had a lovely body polish and massage with Jacky, the treatment was lovely and relaxing and I will go back again. Great therapist and would recommend her and Urban Spa.

Had a facial/massage at Macquarie Centre location by Renee. Atmosphere was so relaxing and my treatments were so good. No pushy product selling. 5 star ⭐️

Renee is simply amazing! I enjoy our little chats while doing treatments. Also my breakouts have completely stopped. So I know the treatments are working.

I did the introductory package and it was a great way to unwind with massages, facial and more. Olivia was great, really attentive and knowledgeable.

Had a facial and full body massage. Lovely clean place with professional service and friendly staff. Recommended here if you need a day to relax.

I was kept waiting for around 15 minutes. The body exfoliation missed key spots (elbows, knees) and my skin did not feel that smooth afterwards.

Renee was excellent at her job we had a good laugh as she performed her professional duties I will definitely go back soon, thx Renee …

Kelly was amazing, I had a 2 hour facial and full body massage and left feeling like I was walking on air. Highly recommend this beauty spa!

Got a facial done and it felt nice using the electric facial brushes. Just a bit loud with the rattling of metal bowels or facial products.

Great treatments, but turned me away on the day of a booked treatment as the employee couldn't treat men, had to re-book for another date.

The ladies at Urban spa Macquarie are always so lovely and professional. I have never had a bad experience, I would recommend to everyone.

Love these ladies! Very friendly and helpful service and always willing to work with you for your concerns. 10/10 would recommend.

I had an amazing experience at Urban Spa Macquarie. My facial was so relaxing and my therapist made my experience very enjoyable

You must visit urban spa at Macquire!! The experience I had with Renee was amazing!! Can’t wait for my next appointment!!

Cannot speak highly enough. Renee B went absolutely above and beyond during my appointment. They have the best fake tan!

Wonderful service and very professional, friendly staff. Had a great experience for my first wax and will be going back.

Renee is AMAZING! I don’t know what I would do without you. My brows and lashes have never looked so good …

Very happy with a relaxing session and knowledgeable therapist Jackie. Thanks for your input for future sessions

Renee and the team at Urban Spa Macquarie are amazing. Their advice on treatments and skin care is exceptional

Great service. The girls are super friendly and professional. I go for hydro peels and I absolutely love them.

I had the most relaxing facial and massage session with Jacky today. She was so friendly and professional :)

Renee manages the store well, Taylor is an excellent beautician .. young and energetic . Will be back soon.

Olivia was so lovely and talked me through the process Already see a noticeable change after the treatment

Fantastic service, amazing place for waxing Brooke did an amazing job, a comfortable experience thankyou.

Wonderful service, Kelly was amazing, highly recommend the full body hot rock massage and facial.

Beautiful, relaxing treatment (massage and facial), I floated out of salon in a state of bliss.

Hygienic professional suites with polite professional staff. Recommend using their services

Very nice experience. Very obliging and met all my needs and requests. I will be back!

Very nice treatment by Jackie, will come back for future skin care treatment :)

Amazing relaxation options! Staff are always very experienced and welcoming.

Great service and always have an amazing treatment by Renee, she's the best!

A facial from here is a must! Bonus points if you get Renee, she’s fab :)

Excellent facial and massage . So relaxing. My skin feels great!

My skin is so soft and I am nearly 70. Thank you Renee

Highly recommend! My massage was heavenly.