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Chuan Body + Soul, London

2.8
#48 of 174 in Spas in London
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Chuan Body + Soul Reviews
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TripAdvisor Traveler Rating
TripAdvisor Traveler Rating 4.0
70 reviews
Google
4.0
TripAdvisor
  • The Chuan spa offered a tranquil experience in central London. I had booked the signature experience and I was not disappointed. The use of pressure was perfect and the therapist was pleasant. The fac...  more »
  • Having read the reviews online, I thought I would go for a massage. Let’s start with the good points: the pool was lovely and when things went wrong, the charming lady on reception offered me a 50% di...  more »
Google
  • The sign of any truly good business, I find, is how they treat their customers when things go wrong. (It's easy to be good when everything goes to plan). Sadly, Chaun misses the mark. Six months ago, my boyfriend kindly bought me a package of treatments here, knowing how overtired and overstressed I was with a new born and new business. I had only just today been able to find the time to go. The appointment was booked by my assistant, who advised that the treatments would start at 2pm but that I could arrive early, from 1:15, if I wanted to have a swim. (I didn't - I just had a baby seven months ago and frankly don't even want to entertain donning a swimsuit at the moment). I arrived at 1:40 and was immediately greeted with a reprimanding tone, "Miss, you are very late", was the receptionists first hello. When I explained that I'd understood the appointment didn't actually start until 2pm and that I didn't want to swim but that I'd be happy to reschedule if needed, she said a cold, "Let me go talk to someone. In the meantime, fill this out", as she left me with a clipboard. She came back with a therapist and told me that "you must have your treatment today because we have already prepared the room" but that they would be cutting it short because (again) "you are very late". When I tried to explain again that I understood I could arrive early to swim but that the treatments themselves didn't start until 2pm, she printed out the confirmation that went to my assistant. It was clear the most important thing for her was to win the argument, not try to do what she could to find a resolution or (gasp!) help a customer. In any case, the confirmation didn't help: clearly the misunderstanding was around the whether the start time of 1:45 listed was the time I could arrive to the spa to use the facilities and when the treatments actually started. The truth is, I don't know who is at fault for the miscommunication here -- maybe something was said to my assistant to make her think that I could arrive to the spa from 1:15 but the treatments didn't start until later. Maybe I simply misunderstood when it was communicated to me. Any one of us could have been at fault. But no matter. Not one person tried to make this situation better, even just as lip service. Even just a "Let's get you started now and we'll see what we can do." The line was, you are wrong and we are right, and that's how it's going to be. As ever, it wasn't the circumstance, but how it was communicated that caused the offense. You expect more from what is supposed to be a "luxury" spa. Frankly, you expect more from anywhere. I was so put off by the attitude I received, I left without receiving any treatments at all. In a world of fallible humans, mistakes and misunderstandings happen. How you react to them is what sets apart bad companies from good. I live a 7 minute walk from Chaun spa. I won't be back.
  • I had the most amazing relaxing full body massage and caviar facial here recently. Camille Roberts is a fabulous therapist, I came out feeling transformed from a tense mess to light and happy. Great balance of pressure and relaxation in her treatments. My skin was also radiant for a good week after the facial with a great array of products. Thank you Camille, I will be back!
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