Natura Spa | Hair Salon — Attraction in New York

Dissapointed that I have to update this review but I have no choice, I work hard for my money and have self-respect. As a longtime customer, I've been increasingly dismayed to see that other less-melanin-ated or Brazilian customers are consistently treated better than I am upon check-in and check-out (see other similar observations for other customers), but I continued to visit because Rosa is a great facialist and a lovely woman. I have to put that aside however due to recent treatment by the spa manager, Lillian. I purchased two gift certificates as Christmas gifts for my mother in December for a facial, microdermabrasion and a collagen each. I was charged $135.00 for these three services, plus tax twice. Since then their prices have increased substantially. When booking an appointment for my mother utilizing one certificate, I wanted to ensure that we would not have to pay the difference for the services since the certificate was for a specific service and not an arbitrary amount. I was told, over the course of several conversations I could 1) use it towards the treatments but would have to pay the difference or 2) could use BOTH certificates within three days. Neither of those were acceptable and was told, I could use one certificate towards the originally booked appointment and my mother would not be charged the difference after much back and forth, the other I would have to discuss with Lillian at a later time. Lillian called me to discuss later that day, and I missed her call. I called her back and voicemail was full. Upon checking out after my mother's appointment, Lillian embarassed my mother and claimed she owed the difference (loudly, as I had called to speak to them when my mother texted me about what was going on, and I could overhear her conversation) although I was told a note would be made along with her appointment that she should not be charged when confirming the appointment. I was put on hold for five minutes as I heard her arguing with my mother. I hung up and called back and when she asked if she could put me on hold, I told her she could not because my mother was still there and I wanted her to be able to leave. She told me she tried to contact me the day before, which I acknowledged and told her I was busy, and she told me I would have to call her back later because she was busy with other clients. As you can see from my first review I've been a loyal customer for many years, and the way my mother and I were treated because of their operational ineptitude was disgusting. Sad to say I'm in the market for another facialist after 11 years....

Update: After my review, the owner and the manager both reached out to me separately and apologized for the experience. They offered to give me a make up session with another one of their masseuses, Beatrix, who is better at sports massages. I appreciated the quick response and set up an appointment to give them another try.

I'm really glad I did because the massage with Beatrix was fantastic! She knew exactly what my pain points were and told me where this was stemming from, including my previous injury. Needless to say, I will certainly be back for Beatrix going forward!

Original Review: I decided to try this spot for a 90-minute sports massage after seeing great reviews on Reddit and Google. It was much cheaper than my usual place, so I thought it could be my new go-to, especially since I'm very active and get massages at least once a month for maintenance.

I booked online and was paired with Jordy. A staff member introduced him, explained that Jordy doesn't speak English, and would help translate. I told her I tweaked my lower back from playing sports last week, I generally have very tight muscles, and asked for medium-firm pressure. She relayed everything to him, and he led me to the massage room.

As soon as he started, I knew immediately that this was not going to be a the type of massage I wanted. I tried to give it some time but it genuinely felt like he didn't know what he was doing most of the time, or he was running out of things to do.

The pressure was inconsistent--sometimes too soft and he was only going over my back with his forearm over and over again. Sometimes it was painful because he used his knuckles way too hard in random spots. He didn't work on my lower back at all, even though I specifically asked for focus there. My upper back and neck, where I have the most knots, also didn't get attention. There were times he was just shaking my arms and legs around. I was pretty frustrated by the end.

The total came out to $145 for 90 min, which is more affordable than my usual place ($140 for 60 min). I tipped $20, which is definitely low for me, but I just couldn't justify tipping more given the experience, especially knowing that I was going to have to book myself a massage at my usual spot later this week.

The space was clean and modern though, and the staff was friendly. Maybe the good reviews are for the other...

I don’t think I have EVER left a bad review in my life. But today I experienced a lack of professionalism at this salon, such a shame considering how loyal of a client I have been. Lately I’d been feeling like my hair was yellow (when Elaine put gloss in my hair 3 different times and the color was still terrible) I came to fix it with Rodrigo. Rodrigo did do a good job getting the yellow out, and we decided to leave some highlights for dimension. But it was still yellow, and I came back today to try and correct my hair (even if it meant going dark). I went in and the owner explained some things to me which I appreciated and then directed me to take a seat until I could speak to Rodrigo. I waited for about an hour (no problem because I did walk in) and Rodrigo saw me sitting there and then continued to take his next client after I waited an hour. He had a fully booked schedule, so why did the owner tell me to wait? Why didn’t she inform me that he had a busy day and had no time for me? I wouldn’t have minded coming back but she wasted an hour of my time. Then Rodrigo, who I was nothing but nice with, proceeded to say “I don’t even know why you were waiting there.” Why didn’t anyone say anything????? I was told he would take my question and I had no problem waiting on him. I even told him to take his time. I don’t understand why then nobody told me that he has no time to speak. I really wouldn’t have minded coming back, but I was under the impression that Rodrigo was nearly finished and would take my question right after. The lack of professionalism and communication on the owner and Rodrigo’s end is why I will not be returning. And I think they have cheap dye the way my hair has been yellow for months. I will be going elsewhere...