Casa Spa — Attraction in London

Did the Traditional Hammam & 30 Minute Massage For Two package (currently worth £153, reduced from £187) with a friend yesterday, package sounded super nice but left highly disappointed.

Whole experience was pretty disorganised from start to finish: my friend and I were told to shower, then the employees quickly wiped some spa mud/soap onto our arms and legs for literally about 10 seconds (the part of the package which was described to be a ''full body application of black olive soap infused in Argan oil'), but it was clear from the bowl where the mud came from it was almost empty and they scrapped what they could from it. Then we were told to shower again to rinse the one tablespoon of mud off; but in the shower my friend was in there was a mop in it! And there was only one shower curtain between two showers, so when they asked if my friend was done and as soon as she said yes, they pulled it over to my side without asking her!

Then they led us to the steam room or the 'hammam' which was the only redeemable thing from this experience, it was well-steamed and nicely built. But again, no explanation of when the employees would be back or how long to sit in there, so after 15 minutes and unable to withstand the steam anymore, we had to leave the room and seek out the employees who were on a break. Once we were able to source an employee, they led us to do the full body scrub with Kessa gloves, but we were in a room built out of marble which was pretty cold, and we were asked to lay down on a cold marble surface fully topless which you can imagine was far from pleasant.

Then we went to shower again, again, curtain tugged from my friend to me, then we were led to the 30 minute massage. The two ladies doing our massages at first were whispering between each other which is absolutely fine, but by mid-way they were talking in normal/loud voices and then a third employee came in to chat with them, who then sat at some point at the end of my friend's massage table! So there was absolutely no ambiance, no relaxation, especially since at the same time they were already cleaning outside the room so the smell of bleach permeated the massage room. So, between loud talking + a crowd + bleach, not exactly a blissful massage.

Finally, we were directed to the relaxation lounge and hurriedly served a cup of tea, half of which was spilled on the table, not bothered to be wiped as the employees then went to shower themselves and got ready in front of the relaxation lounge. Since we were covered in oil from the massage, we asked the employees politely if we could quickly shower; was told bluntly 'no shower' whilst they were showering and getting ready themselves.

For £150+, go elsewhere in London, customer service was mediocre and whole experience felt messy. If you get anxious easily and cannot adjust with the flow, avoid...

I have been a loyal customer at Casa Spa for quite some time, and until recently, I have generally enjoyed my visits. However, my experience on my most recent visit, last Sunday, was deeply disappointing, and I feel compelled to share it.

I called the spa in the morning, as I usually do, to confirm availability, as I wanted to treat myself after a long week. I was told it would be a typical, quiet Sunday, and that it was fine to come in. However, upon arrival, the spa was overcrowded to an extent I’ve never seen before. After paying, I went to the changing room and found that every locker was already in use. (I had to take my handbag downstairs as I couldn’t leave my valuables out there) Along with several other ladies, I waited for around 10-15 minutes for towels and somewhere to change, but no assistance was offered initially.

The person who eventually attended to us was an older woman, whom I believe might be the owner. She was unexpectedly rude to both myself and other customers, creating an unwelcoming environment. When one of the other guests politely expressed her frustration about the lack of towels, the woman’s response was to yell, “Do you want your money back?” This aggressive attitude only heightened the discomfort of everyone present.

Despite my initial inclination to leave due to the overcrowding, a staff member assured me that it wasn’t as busy as it seemed, and encouraged me to stay. I ended up spending over an hour and a half in the sauna waiting for my scrub and massage. It was evident that the spa had overbooked, and the staff were struggling to manage the influx of customers. There were about ten of us in the sauna, all commenting on how long we’d been waiting and on the lack of basic amenities, like tea or water. The spa attendants, including Karima and others, were doing their best under the circumstances, but they were clearly overwhelmed and unable to provide the usual quality of service. (I was not offered tea or even water once despite being at the Spa for 3 whole hours)

It wasn’t until I finally requested a refund that I was rushed into my scrub and massage. Unfortunately, the massage left me with neck pain, and I was extremely disappointed by the overall experience. What should have been a relaxing day turned into a stressful ordeal, and I left feeling more drained than when I arrived.

To clarify, I have no complaints about the staff who were assisting us—they were polite and clearly overextended. My concerns lie with the management. The overcrowding, lack of organisation, and unprofessional attitude of the owner left me feeling unwelcome and undervalued as a customer. Based on this experience, I am hesitant to return, and I regret not...

Update: Since my review Ramy from Casa Spa has proactively reached out to talk through my concerns and it seems they will be taking alot of things on board which i am glad to here.

I paid £200 for my friend and I for a relaxing time and the entire experience felt like we were being herded like sheep. NOT LUXURY.

They clearly oversold more spaces than they could handle so was a bit of a health and safety concern. Staff are lovely, but DO NOT know how to create a relaxing atmosphere.I'm unsure if the masseuses are trained or even qualified. My massage was so painful especially when I requested a light massage. Throughout my massage the door was left open and the staff kept loudly chatting. This seems like a frequent occurrence, as seen in other reviews. The spa has responded to these concerns but clearly have not made any improvements. Under no circumstances should staff be loudly chatting away during any of the treatments, please do take this feedback seriously.

We also had a strange encounter where a staff member asked for my friends locker key but didn't provide an explanation and disappeared with it, thankfully nothing was taken but we would appreciate an explanation as to why they needed the key, could be completely innocent but I am curious.

This place is NOT hygenic. Towels are not clean, mine smelt damp, had a blood stain and a little curly hair ... my hair is straight... Also, DO NOT wear the blue Sandals they provide, they are never cleaned between clients. The massage table had left over oil from a previous client and you're only protected by a thin layer tissue which rips easily so your face is literally directly touching the black leather massage table. The massage table was old and kept squeaking throughout and was clearly broken and propped up by a sandal.

Changing rooms need a major update, they are gross, dirty and dingy. It's very clear they are cutting costs wherever possible but in areas where people's health can be at risk. I would recommend hiring a full time cleaner to be cleaning up after the staff.

Overall major health and safety concern, no business or spa should be allowed to operate under these conditions and so I will be reporting this to the Health and Safety department for the...