Vabali — Attraction in Berlin

As loyal, regular customers of this spa, my husband and I were truly looking forward to participating in the sound bath experience, which is held several times a day in a designated room. We attended the 2 pm session, expecting the usual serene and restorative ambiance this spa is known for. Instead, we were met with disorganization, frustration, and a shocking lack of professionalism that left us feeling humiliated and deeply disappointed. :(

Upon arriving more than 20 minutes before the start of the ceremony, we found a group of people standing at the main entrance. Familiar with the facility, I knew there were two other entrances to the room, so we opted to wait by one of these alternate doors outside - also because we were really warm from a previous sauna session. There, we encountered another customer who mentioned she’d been asked to leave while the room was being prepared, so we all waited patiently together.

Despite being visible to the staff inside who were preparing the room for a full 30 minutes, no one approached us to inform us that this door was restricted, or that entry would only be allowed from a single designated entrance. Instead, we stood waiting in good faith, assuming we were following the correct procedure. Just minutes before the session was set to start, an employee finally approached and, without apology, informed us we couldn’t enter from that door.

By this time, of course, the main entrance was already crowded (compared to the handful of people we encountered 20 minutes before) and there was no room left for us. What followed was an uncomfortable, escalating argument with the employee, who then brought the therapist into the discussion. Both refused to allow us access to the ceremony, only to eventually bring in the manager. The manager insisted there was a sign indicating the main entrance as the only permitted entry, which we did not see due to the people blocking the entrance. Meanwhile, no such signage existed at the doors where we’d been waiting, nor were these doors locked, leaving us with no indication that they couldn’t be used. Plus the other two customers waiting at this door left us with no clue that this was not allowed.

After a protracted, super uncomfortable discussion, management eventually made an “exception” and allowed us entry. But the “privilege” came with a condition: we were not permitted to use any of the provided beds and were instructed to lie on the floor. This stipulation felt more like a punishment than a resolution. Rather than being welcomed, we were made to feel unwelcome and demeaned, as though we were being disciplined for an error in judgment that could have easily been prevented with a single clear sign or simple instruction when we initially arrived. Again it needs to be mentioned that we waited for more than 20 minutes, and had we known about the restricted doors, we would have easily become access to two of the beds, only that we were waiting in front of the “wrong” door.

The experience itself was overshadowed by this distressing encounter, and we left feeling humiliated and unappreciated. It was deeply disappointing, particularly as customers who have come here often, and invest quite some money into enjoying this spa’s services.

The lack of clear communication, the failure of staff to notify waiting customers, and the unprofessional and humiliating approach from management were profoundly disheartening. Not only did we leave feeling as though we’d been treated as an inconvenience, but the experience was costly, and frankly, we expected a far higher standard of service from a spa of this reputation.

We sincerely hope management reconsiders its approach to customer service. I can think of many ways of organizing this experience in a better way. Basic respect and proactive communication should not be optional; they are foundational to any quality...

Bali-inspired spa, that’s the only special feature of this place except the ‘fabric-free’ policy that many German spas have.

Other than that, nothing particularly outstanding that makes this the ‘best spa in Berlin’.

We paid 33 euros (entry for 2 hours plus booking fee).

You enter through turnstiles with a wristband but you pay when you leave. When you leave there is a self check out and 1 minute later a staff desk at the turnstiles - AT CHECK IN THE LADY DID NOT SPECIFY WHERE WE PAY WHEN WE LEAVE. We therefore finished at 2 hours, paid at the self check out and waited there for our friend who came out after a total of 3 hours (for which you have to pay the 4 hour rate).

When we then all tried to leave, we were stopped by the staff who said our wristbands were still owing payment? Their reasoning was that at the point of leaving the turnstiles we had been there for 3 hours - even though a) we had paid for 2 hours, b) sat on a sofa for 1 hour and not used any of the facilities whatsoever (if we had left through the turnstiles we would have sat on a sofa on that side), and c) the check in professional had not explained that as soon as we pay at the self checkout we need to leave through the turnstiles - had we known this there was no chance we would have sat inside on a sofa for an hour - I can see the purpose of a self check out is to free up staff time - but without explaining that guests need to leave straight away, this is just a way for the spa to make money (no matter how much the team may insist otherwise) and they might as well make us pay at the turnstile.

We tried over and over to explain to the staff, showing the timestamp on our receipts, and our friend’s. FYI the spa did not have public cameras so YOU CANNOT EVEN BACK UP YOUR STORY UP with video evidence. I asked to speak to the manager - and I already was (name was Dean) - who said there’s ‘nothing more he can do’. Really? The senior-most staff member at that time has no further power? We were in utter disbelief that we had to pay the 4-hour rate for a 2 hour session and 1 hour of sitting on a sofa. Dean said he even though he ‘believed’ that we did not use the facilities in this hour, rules are rules. What rules? The ones you didn’t explain to us (at this point, staff may choose to refer to the small print - on a German website we couldn’t translate? Or a leaflet we weren’t given?)? At this point, it was closing time, and the rest of the staff present - such as Yvonne - started piping in re how we were wrong. The girl who checked us in went and hid in the back office when we asked her name. To top it off we had security basically forcing us to pay up and leave because he too believed we were ‘wrong’.

This is not a question of who is right vs wrong. It is a question of if a spa has specific rules then these must be made explicit to the guest otherwise how can the guest be held accountable? Easy when there’s no cameras so it’s literally their word against ours and what choice do you have when you’re being ganged up on by the staff and security? They failed to explain their T&Cs and still chose to decline responsibility for this.

I was really shocked by the aggression of the staff, overall this spa was already not out of this world but the customer service experience made it truly disappointing, it showed that they really don’t care about their guests. When I said I was going to make a complaint, Dean provided the details a little too quickly and keenly - if they’re so transparent about their practices, they clearly don’t mind me writing a public review to warn future tourists against use...

‏For our last day, we pre-booked a massage and spa package. It’s a huge place with many large saunas, warm and lukewarm pools, and an abundance of peace and quiet. Note that the facility is textile-free, meaning swimsuits are not allowed. You walk around in a robe or with a towel, and only when entering the pool or sauna do you remove them and enter nude. In the sauna, you must bring a towel to sit on.

‏You can also visit the place without booking a massage. In that case, you can purchase entry for two hours, four hours, or an entire day (I believe it costs around €40-€50 for a day). Don’t forget to book your entry and select a date and time on their website (€3.5 per person) in advance; otherwise, you might not get in.

‏Upon arrival, you receive a robe and two towels (for those who booked/paid as part of their package). Alternatively, you can bring your own. You’ll also get a wristband, which is used to open your locker and pay at the restaurant (the bill is settled at the end). You can choose to use a shared locker (men and women together) or a women-only locker on the second floor. If you’re visiting as a couple, opt for a single large shared locker in the common area.

‏Once you’ve stored everything in the locker, including your phone, you put on the robe, grab a towel and a water bottle (if desired), and head into the spa area. Don’t forget to bring flip-flops—they’re not provided on-site! Indoors, there’s a selection of saunas like a herbal sauna, an 80°C sauna (remove earrings beforehand), and a lukewarm pool. On the second floor, you’ll find additional saunas, pools (I think), and a bar. Outdoors, there are more saunas, including one where a host adds different aromas and distributes exfoliating scrub soap to use during your stay inside—don’t miss it! There’s also a large cold pool, an ice pool, one hot pool, and probably more that we didn’t get to explore. It’s truly enjoyable to sit outside in freezing temperatures in the hot pool.

‏You don’t feel awkward as everyone there behaves the same way, and the atmosphere is quiet, pleasant, and relaxing. The couples’ massage was excellent and highly professional, and the on-site restaurant is amazing. You must enter the restaurant in a robe, and it has a very diverse and delicious menu, including burgers, pasta, Asian dishes, coffee, shakes, and breakfast (served until 12 PM only). We had a fantastic truffle gnocchi, stir-fried vegetables with tofu in peanut sauce, and an incredible mango/pineapple/banana shake.

‏Photography is prohibited (and everyone is in a robe), so there are no pictures of the place. In short, it’s an incredible spot, filled with both tourists and locals, and a perfect way to spend the last day before a flight. From there, we took a taxi directly to the airport (stopping at the hotel to pick up our luggage on the way). The relaxation and warmth lasted throughout the trip (€70-€72 for the taxi, including the stop...