Mermaid Spa — Local services in New York

This used to be my favorite Banya. Oh how times changed. They enacted a 4 hour maximum policy, which they stated was "for the duration, and purposes of following the covid guidelines". They never removed it. They enacted a towel limit, which they never removed. No other Banya has either of these (besides world spa, which isn't a "Banya").

A Banya is usually an all day affair for everyone I know. You get first course an hour in, salad. Soup another hour in. Then main course one to two hours later. Followed by tea, fruits, smoothies, etc. The four hour limit in this place is beyond reason. They do appointments now(no other Banya, but remember, it's "only for the covid mandates times"), you're late 10-15 minutes, that's off your 4 hours. You take 10-15 minutes to change/shower before, that's 3.5 hours you got left. Eat for an hour that's 2.5 hours left. Then they tell you to start packing/leaving 15 minutes before your times up, because they want you OUT by 4 hours. Being in the locker room is time. Use the bathroom, after saunas shower? All on your dime. I get having fast sessions when you gotta. I get a 4 hour time limit on weekends when it's more busy. But for weekdays too? Ridiculous. Also when you're times nearing over/over, they're pretty rude about it. They only want your money, they'll let you order food 25 minutes from your time running out, and then when it comes, they'll say "your times up, we're gonna pack the food for you to go".

Do yourself a favor, Go somewhere you feel welcome, and catered to. Not rushed, and treated like a money bag.

Edit to reply: thank you for replying, but I do know simple math. Coming in at 7 places me 3 hours before closing for 45(so an hour less for 5$ off), and the 35$ entry for 8 pm leaves 2 hours(more like an hour and a half if you order nothing, but take time to change, then shower and change again, or are late at all). At that point, you can't, as you suggested "add an extra hour for 10$" because you're closing. No other Banya anywhere in NYC, or Jersey, (world spa isn't a Banya) has time limit(and even world spa is UNLIMITED TIME ON WEEKDAYS). So 50$ for 2.5-3 hours of sauna (subtracting food, and changing/shower times), versus let's say 60$ for neck road bathhouse, and I come from 8 am, and can leave at 8/9/10 PM (not that I ever stay that long, but it's the ability to that counts). No feeling rushed, eat (excellent) food at your own pace, shower and scrub well with my own loofah, and nobody breathing down my neck.

I've never had people come up to me in ANY setting and say "your time is almost up, you have to get out". Not at a single restaurant, not at a single concert venue, not at a club, or even any all you can eat location, whose business should thrive on customers eating less, so kicking out faster is best. So to have it happen at a place that should be about the "with light steam" aspect of life(happy, friendly, relaxing, releasing), is even more egregious. "Hurry up you're taking up precious space" shouldn't be the response to a person who is investing $50 coming in, and then another $100-150 on food/drinks, and then $30-45 on tips.

Mermaid is great if you're okay with a 2-3 hour sauna session, and are short on time. Again they used to be my favorite in the past. But IDC about a 50$ entry for 4 hours. Maybe if spending money inside, extended the duration it would make sense. Spend 30$ get an extra hour, spend 70 get two, spend 120 get 3. But 4 hours, and then pay for food, and then pay per hour, and your food time eats into your hours is just too ridiculous. Especially now that covid ended, and the...

Лояльность к клиентам почти отсутствует. Маленькие и неудобные ящики для одежды. Запрещено приносить свой чай и свою воду. В кулере отключена функция горячей воды , есть только холодная. Выдают только 6 полотенец , а за остальные посетитель должен доплачивать . В душевых постоянно падает напор воды. Время нахождения в бане 4 часа , а потом нужно доплачивать. Персонал хамовитый .

Customer appreciation and loyalty are practically nonexistent. The lockers are too little and not at all ergonomic. While the water dispensers appear to be designed for cold and hot water, they dispense only the former. Only six towels are allotted per paid entry. This was supposedly due to one dryer’s being out of order; although, for additional payment more towels can be obtained. Would it be a new dryer fund, or does the dryer repair itself remotely, once additional cash hits the register? The showers’ water pressure is randomly unstable. The time of visit is limited to four hours. This needs to be taken into account if ordering food or beverages, because waiting time is not excluded. Therefore, in order to finish eating or drinking, additional cost of $10 per hour is plenty likely. Bringing your own tea is no longer allowed, again per COVID restrictions, which incidentally, are in effect here selectively (e.g. hand sanitizers are nowhere to be seen). Of course, tea - a sizable pitcher of hot water with two generic teabags - is provided for $12 plus tax plus often imposed tip. Of course, the worst aspect is the floor personnel which is “led by example” by the owner. Their unprofessionalism and rudeness are truly remarkable. The only exception are the lady at the front desk and the gentleman maintaining the steam rooms. Regrettably, that is nowhere near enough to compensate for the aggravation of all other aspects.

In response to 07/13/2023 answer…

With all due respect, I have to point out that the respondent is or desires to appear clueless. I visited the promise less than a week ago. There are no hourly disinfections - it’s a blatant falsehood. Four hour appointment system could be considered a way to curtail the number of clients if additional time were not being peddled. Only one of my points has been clearly addressed and perfectly illustrated by the last sentence of the response - for a pleasurable experience at a spa, where a customer is accommodated and valued,...

I heard many great things about Mermaid Spa, was excited to come here for first time. Before I get into review, I just want to preface my comment and say that I know just how stressful it can be to work at the front desk of a busy business. I myself spent many years handling the front desk of a small business, it can get stressful for sure.

That said, the customer service I received was less than satisfactory. I had made a reservation a week in advanced to come for my birthday yesterday. Because of snowfall on day I chose to go, trains were delayed and I arrived maybe 40 min into my 4 hr time block. I had some friends who traveled 1.5 hrs to get to spa, also delayed on train, we arrived at same time.

While I was given ok to enter, my friends had unfortunately not made reservations and were told it's full. Totally understandable. I asked what's the earliest they can enter, was told way later at 8pm. Again, understandable. I asked if we could wait to see if anything opens, was told it's unlikely. In which case, I decided it's best to leave and get food since my friends came such a long way.

I tried asking if I could get a credit for my purchase so that I can come back another day just myself to enjoy the spa. I was NOT asking for a refund, just a credit to return another time. The response I got back was very rude, I got a lecture telling me I "have to understand that you took up a time slot and other people can't come in now" and that because of that there will be no credit. I was only asking to have my name removed from the time slot so I could free up the remaining 3hrs in my time window for someone else, and so I could reschedule for another day to use my purchase, but received no such accomodation. So I told the lady at the front to keep the money and we left.

Like I said, working a front desk can be a tough role, I get it, and we all have rough days. I would just like to give a little constructive feedback... Please consider offering credits for customers in the future if they would like to reschedule, and a little bit of slack... it's a busy city and a little flexibility...