URBANA SPA - MASSAGE CHARLOTTE NC — Attraction in Charlotte

A friend invited me here to unwind and get pampered. We went early on a Sunday morning. Upon entry the atmosphere was very relaxing and welcoming. The lighting and music was perfect. Check-in was brief with a one page form. I really liked that it included a question regarding whether or not we wanted a massage with or without talking. We were offered tea, wine, and water. We purchased the Royalty experience spa package. We actually thought we would be in the same room throughout our services because we scheduled it together. Unfortunately, that was not the case for any of our 3 services. Nonetheless, we really the experience. The staff was extremely courteous and friendly. The sugar polish and body wrap was our first service. Karen was very knowledgeable and helpful. It was a messy experience but the results were amazing! There was only one shower available. So our start time was staggered. While we waited for our next service to start, massage, we sat in a very small waiting area that was basically located in a hallway. The were 2 chairs with a small table where we sat with only a robe and flip flops on. I had no place to set my belongings that I carried in a loaner signature tote bag provided during my first service. The area was divided from the main entry by hanging beads. We could see other guests as they arrived and were guided to a room for their services. We had tea and wine as we waited. My massage was performed by Laken. Before starting, she asked about issues I wanted addressed and the amount of pressure I desired. She did an amazing job. For several days I didn’t experience any pain in my shoulder and lower back. Lunch was included in our package. Our lunch was in a room designated for couples service. There was a small tall table with two chairs but there was only room for one person to dine comfortably. So we stood up the entire time. We ordered a chicken Caesar salad. It looked great but we couldn’t eat it because the salad was too cold and the chicken was frozen. We had it packaged to go and we enjoyed tea and conversation as we waited for our next service, a signature custom facial. At this time, I still had a robe on but my friend was completely dressed. Unfortunately, she had to get undressed again above the waist for her facial. Laken also performed my facial and, again, did not disappoint. In the end, our skin felt amazing, our faces were glowing, and our bodies were relaxed. We received a refund for our lunches and 20% gratuity was included with payment. Overall, I really enjoyed the services. The accommodations during our wait time and lunch leave a lot to be desired. However, we both agreed it was not a deal breaker and we would return. Next time we will do something a little different so that we can possibly enjoy each other’s company throughout the experience. I was torn about the amount of stars to give but settled on 4 because my skin still...

I live in Huntersville but booked the Royalty spa package with add on back facial for my birthday today in the South Charlotte location because they had the Esthetician to provide the services. Everything started out great until after my massage. I was sitting waiting for lunch for about 15 mins & decided to ask the receptionist if someone would come & get me for lunch. She proceeds to tell me that I would not be having lunch until after my next 2 facials and that she would be doing my facials bc the Esthetician had to leave for a family emergency. I’m totally confused at this point bc I know my email confirmation had a 30 min break in between massage & facial appts for lunch & now you tell me I have to wait until 3pm for lunch??? She basically dismisses my concerns and proceeds with the back facial totally messing up my zen zone putting cold water & cold products on my back! I dam near jumped off the table! Then asked me if I want extractions? I want whatever comes with a back facial ma’am. At this point, I’m annoyed & hangry. She tells me to turn over to start my face and I tell her that she’s not doing another service until I get lunch. She leaves, then comes back and bring me in another room where they bring me cold lunch that taste like it should have been picked up hours ago! I couldn’t eat that. I’m trying not to ruin my entire birthday, so I ask to speak to the Manager so that I can re-schedule my facial bc I was not comfortable with the receptionist doing it. I’d rather wait until a professional Esthetician is available. He obliged and re-scheduled. I’m disappointed in the experience because these services plus gratuities were not cheap considering the mediocre services provided. I regret having my family buy me gift cards to Urbana because I really don’t...

I’ve been going to Urbana spa for quite awhile. I have had more good experiences than not. The last massage I had was so subpar, I seriously questioned the young lady’s credentials. She spent the majority of the 60 minute massage rubbing my feet. The massage itself did not consist of any sort of technique. Hands down, worst massage I’ve ever had. Upon checking out, I wasn’t going to mention it and just take my loss, but the sweet young lady at the front desk asked me how my services were and I did tell her that I was disappointed. She suggested that a manager call me because they like to resolve any issues or disappointments. A manager never called me and I ended up having to call back myself. I was finally able to speak with a manager and honestly, I felt like I was being interrogated with all of the questions that he had. It felt very defensive and unapologetic. Honestly, I had no reason to express any disappointment that was not valid since I had gone to the spa several times with no complaints. By the end of the call, HE offered 20% off of my next massage. Great, thanks. Fast-forward to today (9/5/25), I called to make an appointment for tomorrow and it isn’t anywhere in my profile. The young lady that was assisting me with making an appointment placed me on hold to ask the same manager about the 20% off. She then proceeds to tell me that he says they can accommodate me with this 20% off during the week only. This was absolutely never mentioned and why would there be stipulations on a 20% discount for poor service anyways? Such poor customer service. I paid $110 for someone to give me a low budget “massage” and this is how it was handled in the end. So disappointed. Please work on handling these types of...