SPENCER'S — Local services in New York

I want to start this off by saying that my sole intention going to Spencer’s Spa was to relax. I booked a 45-minute massage about 2 weeks out, knowing that this week was going to be an incredibly busy and difficult work week, so I was really looking forward to my massage. I had heard about Spencer’s on TikTok and despite how far it is from where I live (UWS), I made the trip because I really wanted to have a very relaxing Saturday night.

The spa itself is beautiful, the staff is incredibly kind and accommodating, and the massage itself was fantastic. As I mentioned though, I was looking for a relaxing experience, and got the opposite.

I’m not sure if their curtains or lack of walls/soundproofing is a temporary situation, but during my massage I could hear everything going on around me. For 70% of my experience, I heard a man violently blowing his nose into a tissue, a loud zipper being zipped, a trash can falling over, whoever was turning over the other massage rooms (changing sheets, taking out trash, etc) was doing it in a fashion that was so loud that it felt like there was absolutely no regard for the customers, the other issue is that the floors are so delicate that whoever was stomping their way up and down the hall was obnoxiously loud and would cause my bed to shake every time they did this.

At the end of the massage, I mentioned everything to the two ladies at the front desk who were very kind and apologetic, that being said, despite having booked a 45-minute massage, I asked if I could extend to 60 minutes when I arrived. The correct and most appropriate thing to do, I believe, would have been to waive the difference from the 45-minute massage (which I pre-paid), but they did not. I really hate to nitpick but this was quite literally supposed to be the highlight of my week and I was left incredibly disappointed.

I have been going to Rescue Spa for facials for the past 6 years and their massages are priced at the same amount as Spencer's. Despite my loyalty to Rescue Spa for facials I wanted to try something different for a massage. When I am at Rescue Spa I never hear a peep (and they even have a hair salon in the back, but you NEVER hear a blowdryer), the rooms are completely soundproof and the experience is incredibly relaxing.

I really wanted to enjoy my Spencer’s experience, so much so that I wanted to purchase the membership for the monthly 60 session treatment, unfortunately that will not be happening. I really hope they can do something about soundproofing the rooms along with creating better practices for ensuring that the space stays quiet as it's an incredibly beautiful space and the massage itself was wonderful.

UPDATE: This is in response to the comment left under my initial review. I have to say, your response only upset me more. Let’s start with the idea that the noise was “not within your control.” That makes absolutely no sense. As the owner of the space, you shouldn’t be installing squeaking floors to begin with, and you absolutely should be installing proper soundproofing throughout the entire space. That would be the only logical step, especially considering the fact that it’s a literal spa. What really frustrates me is the phrasing you used in your response: “communal relaxation.” I’ve never heard that term in my life, and had someone used the word communal even once when describing a spa where I expected to relax alone, I would never have stepped foot in the space. If that’s the intended concept, then you need to make it explicitly clear that Spencer’s is meant for people who are looking for a “communal experience.” Lastly, the audacity to ask me to reach out to you to discuss this privately is both ridiculous and insulting. You already have my phone number—you should...

Aesthetics over customer service. Don’t get me wrong, I love absolutely the space. There’s no other spa ambiance like it in NYC. I’ve been here three times and had a pleasant experience the first time. The second time, I discovered they wrongly booked my facial appointment time when I was nearly there. I had called at 6:30PM and asked to be booked the next day for noon. When I called again the day of my appointment, they informed me they could not find my reservation. I then discovered they had actually booked me for noon the previous day. I’m surprised that this kind of clerical error can exist—to be booked for a time that has already passed? The spa director, Dea, luckily could accommodate a later appointment that same day. Upon arrival, she offered her apologies and extended a complimentary massage which I did appreciate. When I returned for the massage, I was sitting in the waiting area when my facialist (who I had already seen twice and the last time was just the previous week) mistook me for another Asian girl. She clearly did not know who I am. And when checking out, I was given a long spiel about purchasing a membership when I am already a member. Then, they just tried to sell me on more packages. All this to say, that a lot of the interactions I had with staff demonstrate a lack of care and thought. It’s the little touches in making a customer feel valued and appreciated and Spencer’s is clearly not about that. Please do better if you want to establish a repertoire...

This is my NEW SPOT for massages and the best part is it's in such a great location that's easy to get to in the heart of Soho. I went to Spencer's and was first blown away by the beautiful, tranquil decor and ambiance. The lounge is so chic and quiet, with an epic view of Soho. Once you enter the treatment space, you're enveloped into pure serenity with rooms that have replaced walls with flowing white curtains. It's pretty dreamy. I love how roomy the treatment rooms are and how big and comfortable the massage table was. My massage therapist was one of the best therapists I've ever been to, with very quite the knowledge of his craft. I didn't need to ask him for more pressure. He delivered exactly what I needed for all my tense spots because he was able to fully assess everything that was going on with my body. I was impressed! I also got a foot massage in addition to my body massage, which was the perfect pairing. I loved being able to add this to my session as a New Yorker who walks all day, every day. I'll definitely be returning and bringing my husband next time to enjoy this experience with me! Highly recommend taking advantage of the membership discounts too! This is something you don't see often and a huge bonus as a reminder to pamper yourself at...