Arpit Kothari
3 months ago
We booked a 90-minute holistic couples massage today, with high expectations given the reputation and pricing of the property. While the spa’s ambience, cleanliness, and overall setting were pleasant and well-maintained, the actual service fell significantly short. The main concern was the lack of skill and technique demonstrated by the therapists. There was no evident understanding of proper massage techniques or pressure points. The pressure remained consistently low and ineffective, even after repeated requests to adjust it. Prior to the session, we were asked to fill out detailed forms outlining our preferences and areas of focus. Unfortunately, this appeared to be purely procedural, as none of our inputs were meaningfully incorporated. For instance, I had specifically requested focus on my palms, yet barely 30 seconds were spent on each. Additionally, the massage was incomplete, as there was no work done on the front side of the body (including the stomach, chest, and upper arms), which is typically expected in a holistic session unless otherwise specified. This was neither communicated nor discussed. There was also no option provided for oil or fragrance selection, which further indicated a lack of personalization despite the detailed intake process. At a price point of LKR 60,000, the experience offered extremely poor value and did not meet even basic expectations of a professional spa service. It is surprising and disappointing that a property of this standard would deliver such inferior service quality. To add to this, there was no 'managerial staff' available at the spa reception afterward to address our concerns at the time (Ms. Rai was on leave). We could only see the same therapists there too. Overall, this was a highly disappointing experience. Given the clear gap between what was promised and what was delivered, we believe this service does not justify the amount charged and expect the management to take appropriate action.
