Chillhouse Soho Flagship — Local services in New York

THIS IS THE WORST FACIAL EXPERIENCE AND THE MOST HORRIFIC CUSTOMER SERVICE EVER. I would tell everyone and anyone never to patronize this "Spa". I have has many facials at various spas in NYC and I have NEVER had an allergic reaction. After having a facial at Chillhouse my face, eyes and neck were extremely swollen (my eyes were like slits) for 4 days and my skin- which the aesthetician described as being in "great condition" was left red with bumps and when that finally started to calm it was so dry it looked chapped. She recommended the Glow Facial so my skin would look "brighter". WORSE was the fact that when I called the Spa to explain the situation and to find out the ingredients because I was clearly having a reaction to their products they told me that they could not give me that information and that they would have to pass the information to Customer Service and if they chose to contact me then I could ask them. SERIOUSLY!! I told them I wanted to go to a doctor but it would be useful to know what I was reacting to. Customer service did text me the email address and I provided photos of my swollen face and asked if they could please tell me what the ingredients were in the products they used. I communicated with them on Saturday morning and they responded that they were sorry that happened to me and they would look into it and provide the information shortly. By that evening the did not respond, nor did they respond the following day but rather 2 days later- Monday afternoon- to say it wasn't their fault that I had an allergic reaction and to wash my face with calming face wash. Apart from the fact that they are disgusting human beings that wouldn't even give me information to assist in medical treatment (My doctor had to prescribe an oral steroid to calm the reaction since it wasn't going away naturally) they are horrific business people. IF SOMEONE IS HAVING AN ALLERGIC REACTION YOU HELP THEM TO TROUBLESHOOT THE PROBLEM TO FIND OUT WHAT THEY ARE REACTION TO. YOU SHOW CONCERN. YOU ACT LIKE A CARING PERSON NOT SOMEONE WORRIED ABOUT A LAWSUIT. But the stonewalling behavior of this "Spa" leads me to believe they have had these problems before and they fear lawsuits rather than try to help their customers. Do yourself a favor.... with the hundreds of spas in NYC why waste your time and money going here. Everyone loves to cancel people and businesses....well here you go...THEY SHOULD BE...

Came in for the “Gel Monty” manicure and the “Smooth Feet” pedicure.

Upon arrival I asked if cash payment is possible and was told no, this is a card-only establishment (aside from gratuities). This is a very classist policy on Chillhouse’s part. Many people cannot get credit cards for an assortment of reasons, from bad credit to immigration status. These people are effectively barred from coming to this spa. Some people are unbanked for personal reasons as well. Very elitist and not at all intersectional or inclusive of the proprietor. Also this policy is not advertised clearly on their website and I had come with cash to spend, luckily I did have a card on me as well.

The technician did great work on my cuticles and was very careful and precise shaping my nails. The massage (both pedi and mani) was lacking however (short/weak), and I’m 90% sure I never got the foot scrub I paid for with the Smooth Feet manicure. When I got home I discovered that despite inspecting all my nails closely, the technician had missed a tiny black thread imbedded in the gel of a finger nail, and had left the finishing on the same nail a bit sloppy. The color selection was nice- not a million options but all very on trend, and though I can’t get nail art due to my job, they had some very cute options for that as well.

Overall I feel like I’ve gotten manis and pedis just as nice, technically speaking, from traditional, non trendy spas for better prices. And I’ve definitely had nicer massages and a more pampered experience at nail salons for less money as well. You are absolutely paying tor the trendy factor of this place- which, honestly? It could have been hipper if that’s the business plan.

Won’t be coming here again because the price to quality just do not match up. Edit: just noticed 2 more flawed nails and that the technician got clear base coat on the pad of 1 of...

Geez Louise, this place unfortunately has the worst service. I was scheduled for an appointment at 4:10 and unfortunately I was running behind. I called chillhouse at 3:50 est to inform them of this that I would be just a couple minutes behind. Luckily I arrived at 4:15 only 5 minutes late. When I arrived the front desk attendant said because I was late my nail tech had to cancel. Keep in mind I was only 5 mins late. Life happens. Okay no problem, so they sit me with a nail tech named Hitomi. She was the worst tech I have ever experienced. She refused to cut my dead skin on my toes and when I kept asking her she said no one is going to do that for you. She insisted that I leave it and I told her no and she got upset and began to question me. I then told her if she didn’t want to complete the service it was okay. She then goes to the front and starts trying to defend herself. At this point my experience has been less than ideal and so I got up and went up front to ask to be priced for just for a nail clipping and soak. The front desk attendant told me she could not do that and the “best she could do” (her words) was give me 25% off. No one is going to do that so I sat to be attended by Rocio. Luckily Rocio was much better than Hitomi but this doesn’t change my initial experience. I have been a customer of chillhouse for a long time. I often buy tips online and have spent a lot of money on this brand because I love it. Unfortunately this was the second terrible experience I have had here regarding the customer service and will not be returning or supporting the brand. Sharing a photo of how Hitomi insisted on leaving my toes. Also sharing proof I called a head of time to inform them I was running behind. And also showing proof I’m not a first time customer...