Norbu Urban Retreat — Local services in Melbourne

I’m not one to normally post but my experience trying to book a massage was laughable and this honestly seems like a last resort.

I initially booked a massage last December through class pass and turned up to find out that it had been double booked. I was completely understanding as I know this can happen with different booking systems. The owner helped me rebook for a few days later and added a sauna session to my massage which I appreciated.

A few days later I turned up, rang the bell to make it clear I had arrived and waited patiently in the seating area. 10 minutes had passed and I awkwardly started to call out so someone upstairs could hear me. After no response, I called the phone number on the website and the owner told me to hold on a few minutes whilst she contacts the masseuse. A few minutes later she called back and told me I was the only person in the building and shouldn’t have been able to enter. Excuse me…

A few messages were shared and I thought 3rd time lucky. I offered the owner a few times I was available and was told to hold tight. 5 weeks have passed now, I’m not receiving any more messages and still lost my class pass credits from November.

This whole saga has been ridiculous and so disorganised. It honestly shocks me how this place has so many good reviews and no one has experienced the chaos like I have. Not sure how I can get my money back but I guess this is my last...

This was the worst massage experience I have ever had. The actual massage was fine, I wasn't expecting it to be out of this world. But when paying $200 for a massage I WOULD expect the overall experience to be something quite special. Instead the premise was dark, cluttered and cold and did not feel special at all. My therapist did not even introduce herself, nor was I offered the arrival drink that the email advised me to come ten minutes early for.

I wasn't offered disposable underwear, nor anywhere to place my clothes so they were just left in a pile in the room. It was never checked in if the pressure was okay, and overall the entire experience was so terrible I almost got up and left part way through.

It was really disappointing to pay this much, as I would NEVER usually spend this kind of money on myself.

Even more disappointing was not receiving a response after providing this feedback directly to the business, as I didn't want to post it publicly. However, given it doesn't seem they care about my feedback I thought best to give people a heads up. Maybe you'll like the massage style (I didn't particularly but I understand that's subjective), but if you're looking for a fancy feeling salon with robes and a relaxing feel,...

The worst experience I've ever had here! I went for a massage here and my back was getting destroyed by an unqualified "professional"! I tried telling her to soften up a bit but she told me to was 'good for my back'?? Since when do employees know what's best for the customer? I had to stop the massage midway because it was getting so bad.

I also tried the sauna they have there and was disgusted at how poorly it is kept! I was able to find shavings of dead skin everywhere, snot on the walls, weird stains plastered all over!

I went to go speak to staff about this and was horrified at the response a Dianne Clarke gave me: "There's nothing wrong with our saunas - maybe you should get your eyes checked, love.' After telling her to follow me so I could point it out, she started abusing me and using foul language and trying to get me kicked out! I was staying at The Olsen when this was happening and was so shocked I even had to tell the concierge about this so that at least this woman can get reported for such poor conduct and behaviour!

I DO NOT...