Laurel Beauty and Spa (Yarra’s Edge Docklands) — Attraction in Melbourne

Don't waste your money. My husband and I went for the 120 min package. I am a former therapist myself and I can assure you the services provided at this ‘spa’ are of a terrible standard. I wrote the manager a detailed email after the experience we endured by the very unexperienced and unprofessional therapists. Even after following up twice they have not replied, which goes to show how little they care. Also there are two so called spas with the same name they book you between which makes it even more confusing. Everything was a shambles. They firstly got our treatment time mixed up and thought we were there for 90mins not 120. But seemed to rectify it. But once the so called treatment started it really went downhill. They were in and out of the room, banging doors, banging hot stones, banging water bowls off everything, wheeling machines in and out of the room, laughing at each other, leaving a hot steamer on my husbands face while leaving the room, massage movements completely made up where movements on one leg not the same as the other. you also only get back of legs and back massaged??? They just keep layering oil on you and just strokes, this is not a massage. A phone was put in my face to explain a machine she used. No explanation of treatments, just plonking things on and off of us in a haphazard fashion, never asking a single thing about our skin or allergies etc. I could go on and on. This was by far the most unprofessional unrelaxing experience I have ever received. If I could give no stars I would. If we hadn’t prepaid on a voucher I would have left...

This relates to the Hawthorn location - purchased a couples massage for valentine's day. Leading up to the massage, they were very quick to respond to all messages and calls. Was told to place a deposit to secure my appointment which would be refunded. Fast forward to two week after the massage. No refund received, calls are not answered and texts are not responded to until I threatened to raise a dispute with a bank. Then a message was received advising they could only refund to a bank account. Provided bank account details and now radio silence again. Genuinely shocked at this business etiquette. Definitely will not be going back if this is how they treat their customers.

Regarding the massage - the back scrub was rather painful and felt like they were taking my skin off but the rest of it was good for me. However, I do believe I had the more experienced lady of the two. My husband's masseuse appeared to be new, didn't apply any pressure for the entire session nor did she speak but instead tapped his leg or arm continuously if she wanted to reposition it.

The external noises in the building were also very loud and drowned out the very low volume spa music they did...

I booked a 6 PM service at Laurel Spa but was asked to come at 6:45 instead. Upon arrival, I found out there are two locations in Docklands, and my appointment was at the other one, a 20-minute drive away. After traveling an hour, there was confusion about who would treat me as they close at 8 PM. Just when I thought I'd leave disappointed, Betiana volunteered to give me the 90-minute treatment. She was exceptional! Despite staying late, she remained cheerful and welcoming, making me feel at ease immediately. Her professionalism shone through as she meticulously performed each step of the facial treatment and massage without rushing, ensuring I was comfortable throughout. Betiana’s skills were evident as she tailored the treatment to my needs, and her expertise made the experience incredibly peaceful and relaxing. She even took the time to offer personalized skincare advice for my combination skin and recommended some excellent products. I left feeling thoroughly pampered and relaxed, with a big smile on my face. Betiana turned what could have been a disappointing experience into a delightful...