Spring Spa Ponsonby — Attraction in Waitematā

Received a lovely gift from my partner to indulge myself at spring. The service was lovely and my masseuse was professional and had good techniques. However, unfortunately the relaxing atmosphere was ruined halfway through by some people who had thought it appropriate to bring their loud, barking dog inside an up-market day spa?! The dog went bounding down the hallway and despite hearing the customer apologise all the staff did was laugh politely and allow the noisy dog to remain inside the spa for at least 15 minutes. There was three loud barking episodes which I found incredibly bizarre and couldn’t understand why they were not being asked to take their dog outside?! In addition to that, another seemingly unaware and obnoxious customer was basically yelling and laughing outside the room and up and down the premises without being asked to lower their voice. Don’t people come here to relax?! Lastly, a loud noise was suddenly activated from the next room (that was catering to the loud obnoxious man) that was loud enough to no longer hear any music from within my room, let alone facilitate a relaxing atmosphere. It was akin to setting up a massage table next to a construction site - not something you’d expect to pay for the privilege of. It was loud enough that I interrupted the facialist to ask what on earth the noise was?! I was told it was the spray tanning machine next door ?!

I was quite taken aback really. For the prices they charge I would have assumed an ambient atmosphere be of utmost priority to preserve the tranquility of the spa - but no behaviour correction was given to either rude customers, or care given to use a massage room further away from the noisy machine (the spa was basically empty upon arrival). Think i’ll stick to my usual spa spot that’s half the price and far more professional with regard to atmosphere.

The treatment was acceptable, but I would encourage the staff to take the preservation of a relaxing atmosphere seriously to maintain the good reputation that Spring has - even if it means politely and gently correcting some customers behaviour. I will not be...

The facialists themselves are lovely, but the receptionists are incredibly unprofessional and rude.

I purchased an exfoliant post facial but found it was completely smashed once I opened it at home. As one would I emailed them straight away with a photo, explained my situation and tried to give them a call too.

After a day or so of no response to my email I decided to call them again, and was connected to one of the snobbiest receptionists I have ever experienced. She seemed uninterested, had the nastiest attitude and said that there isn’t much they can do but ‘I can bring it in if I want to’. They told me that they would contact me again. They didn’t.

I gave in and chose to go in the receptionists wouldn’t greet me and I had to initiate the conversation to even be acknowledged. I explained the situation to her and she ignored me and just walked out of the room. She later came back and insinuated that it was my fault and because the box is in good condition but the glass is smashed I must have done it. I explained once again and showed her the email when she sighed handed a new one to her colleague said, “give this to her” and ignorantly walked out of the room.

Such a beautiful spa but ruined my experience with these...

Not the most welcoming spa place! When I walked in there , receptionist just looked at me without even greeting me and that made me feel unwelcomed. So I introduced myself and informed her about my appointment! Told me to wait and unfortunately they haven't book my appointment. I was told that my appointment has been cancelled and no one is available to give me a massage!

Informed the receptionist that I booked my appointment the day before- a massage and eyebrow wax but Christine (manager) phoned me that same day to say they dont have a room for me to have my eyebrows done ,so I told her to cancel my eyebrow appointment but will still have the massage.

Obviously she cancelled both appointments! I understand it is a miscommunication but it is very disappointing because I have been wanting to have a massage for ages as I am a mom with two little kids under two and having a massage is a little treat for me. I also paid a babysitter so someone can look after my babies.

To the management of the Spring Spa Ponsonby please ensure that whoever is taking the bookings is not deaf and has a clear presence of mind. Christine your manager has cost me a lot of hassle and money...