Chuan Spa at The Langham, Chicago — Local services in Chicago

I attended this spa on 6/14 and the spa was nice but i had a very bad experience with the customer service agent charge my card fraudulently .

I purchased my voucher from gilt city and i got it for a great deal $245.00! it included a massage, glass of win(which i did not receive) and a chocolate bar. When i first arrived i was greeted by the young lady and she proceeded to look me up and found me and ask for my gilt city voucher which i gladly gave her to scan in her system. After my treatment i went back to the young lady to check out and turn in my card she gave me to access the locker room and etc, she states to me " Ok, everything is already taken care of with your gilt city voucher and all there is to pay is a $45.00 service fee" so i said "fine" and gave her my credit card. Once she ran my credit card she ran it for $245.00 the same as the gilt city voucher which i already paid for a month in advance and provider to her once i arrived at the facility. Once she gave me the receipts to sign i told her i'm not signing this because you told me its 45.00 service fee not 245.00! i told her i want her to reverse my money asap and she had an attitude and wanted to refuse but she knew that i knew how gilt city works it prepay not pay on arrival and plus she stated earlier that "everything was taken care of by the gilt city voucher". she reverse the amount of $245 but i still have not received it till this day!

I called the spa today (6/15) and explained what happen to the manage Adita and she only she stated she can only gift me a day pass to the pools ,which i already received because that came with my voucher purchase , and totally ignored my grievances and try to offer me something with any value after one of her employees basically committed fraud on my credit card and for that I ADVISE YOU GUYS NOT TO GO THERE AND SPEND ANY MONEY WITH THEM BECAUSE THEY COULD'VE DID THIS TO A LOT OF PEOPLE WHO DONT KEEP TRACK OF THEIR CREDIT CARD...

I truly love The Langham and always recommend it to friends. For the past three years, I've been making it a tradition to stay in one of your high-category rooms and spend my free time relaxing in your beautiful spa. It’s always been a wonderful experience — until today.

Unfortunately, this recent visit was overshadowed by several issues. First, I encountered significant difficulties while trying to book an 80-minute couples massage. We were not informed in advance that after the massage, we would have no time to enjoy the rest of the spa facilities. We didn’t realize this right away, and by the time I quickly showered, we were about 15 minutes late exiting the spa area.

When I came out and tried to ask Irina at the front desk what was happening — while my husband was still changing — she was visibly upset and didn’t even respond to my question. Her facial expression made it very clear that we were not welcome. Prior to our visit, communication with Irina had also been very difficult — she would take up to three days to respond to simple questions or didn’t reply at all.

Thankfully, another staff member — an American woman — eventually stepped in and helped us complete the booking. Thanks to her, we were able to enjoy what turned out to be a lovely evening at your spa.

I still love your hotel and want to continue coming back, but I sincerely hope you take this feedback into consideration. Irina’s attitude and service were not in line with the high standards of The Langham. I believe she either needs additional training or some internal review, as her behavior can really ruin what should be a relaxing and...

I’m incredibly disappointed with the way Chuan Spa at The Langham, Chicago handles billing. Let me start by saying the services themselves were wonderful—my body scrub, facial, and foot treatment were all top-notch, and I have no complaints about the esthetician or massage staff. They were excellent.

The problem began after our visit. My boyfriend and I came to the spa in April and paid in full at the time of service. Everything was settled that day. Then, a month later in May, we were hit with a completely random charge of nearly $2,000 for services we did not receive.

To make it worse, the spa emailed the invoices directly to me, even though my boyfriend made the reservation and handled the payment. It was extremely tacky—he had gone out of his way to keep the cost of the day a surprise, and they completely disregarded that.

Even on the day of our visit, the front desk seemed disorganized. The woman helping us clearly didn’t understand the system. She initially authorized my boyfriend’s card, but when we added services, she somehow deleted the original authorization (which still lingered as a pending charge) and had to process the full payment again. They apologized in the moment, but we assumed the issue was resolved.

For this spa to come back a month later and charge us again—without explanation or justification—is completely unacceptable. This is not what you expect from a luxury spa experience. The service providers may be excellent, but the management and billing team are clearly not equipped to handle high-end clientele.

Proceed with...