Words can not explain how amazing was our couples treatment : massage was absolutely lovely, our both therapists was fantastics! I totally recommend. Thanks to the receptionnist for her welcome and kindness. We felt very special, many thanks !
Two weeks ago I wrote a complaint and Im still waiting for someone to acknowledge it. Worst spa I have ever been to and I wouldnt recommend it to anyone. Here is a blow by blow of the shocking experience we had:Dear Sasha,Im writing to tell you about my recent experience at the Hiltons Alysium Spa on the 27th of January 2019.I was very disappointed and I hope that the following recount can help you improve your customer experience. To begin, when we booked we were told our appointment was for 3.30pm so we arrived at 3.20pm to ensure we could relax beforehand. We were offered tea and told to sit, with no mention or remark that we were quite early. At 3.40pm, I asked the receptionist if we were going to go in soon and she informed us that our reservation was for 3.45pm. I said that was odd because we definitely booked for 3.30pm only the day before. Both my husband and I heard and remember hearing 3.30pm. This is something that could have been avoided with a simple text message reminder or confirmation at our arrival.I should also mention that during our wait, we went to the bathroom. In the ladies toilets, the first cubicle the toilet was blocked with feces. In the second, the toilet was blocked with paper. In the third, the only other unoccupied toilet, there was toilet paper all over the floor and sanitary bin.The 30 minute wait was interrupted by people coming and going, the French girls gossiping in the corner and going in and out to take their breaks. We were left wondering when they would attend to us and why they were going in break but there was little attention paid to us.At 3.50pm, we were escorted into the room to undress and prepare for our 60 minute couples massage. Before getting into the bed, we had to take off our shoes and walk on the filthy floor which had sand and grit all over it. Our feet were then dirty for the massage.3.55pm the massage began, very soft despite my request for medium. My masseuse has long nails which kept scratching me, at times her hands were dry and when she wiped the oil away with the towel it was done rough and without care.At the beginning of the massage my husbands phone dinged and he asked his masseuse to put it on silent but she didnt understand. After two dings, he asked her again in French and she finally understood what he was asking.That massage was probably the worst of my life and I have them often. It felt rushed, the masseuse missed all the pressure points, didnt follow through with her motions and seemed like she had no idea about anatomy or how to help someone relax by not breaking contact with the body. Whether this was due to inexperience, fatigue or lack of empathy, I dont know. It felt like we were just another couple on the assembly line.At 4.45pm the massage ended (10 minutes too short). In total my back was massaged for 5 maybe 10 minutes. At the end, she must of needed to fill in because she kept going back to massage my head with her scratchy nails. If Im being frank, I would rather have had that attention paid to my back and neck. Even more so I would have liked a full 60 minute massage, not 50.Considering this was a wedding gift to help us to relax together as a new husband and wife, we were really disappointed by the entire experience. From the very beginning at each and every touchpoint, the customer experience failed to meet our expectations. I walked out of the spa feeling annoyed, even angry that this ended up being such a letdown. We were really looking forward to it and expected much more from The Hilton. I hope this feedback can help improve this experience for others.
Horrible experience. Wouldnt recommend Reception is not very friendly or welcoming, lacks customer services of any kind. Felt very unorganised, my treatment started 15 minutes late. No confirmation on the intended service and price, no information given on intended treatment (important for new clients or individuals who are unsure of treatment). Received a different treatment then requested when I made the phone appointment which I didnt know until the end when I had to pay and it was much more then expected. (Asked for a slim ultra performing wrap $189 on the website received a detox wrap treatment $259) The treatment itself was okay. The Therapist was friendly, great massage technique. Overall experience.. not worth it. Overpriced for the service given.
A day away from my three kids, I booked pregnancy massage and facial but was very disappointed. Got a very soft massage to the left side of my body only, she forgot my right side. Then left the room with me flat on my back for 20 minutes ( 32 weeks pregnant) with a very stingy mask drying on my face. What can you do but pay and say thank you?
Alfonso and his team are incredible! So knowledgeable and give the most amazing treatments! Cant wait to come back for my next facial.
Alysium Day Spa is an Australian Spa based in Sydney, New South Wales. Alysium Day Spa is located at Hilton, 488 George St, Sydney NSW 2000, Australia.
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