The Beauty House by Champneys Reviews
23 Market Place, St. Albans, Hertfordshire, AL3 5DP
Check availability and book onlineReviews are written by customers after their visit.
184 reviews
Really friendly and professional staff. Would definitely recommend to a friend.
Treatment by Senior Therapist
Very happy with service, nice salon and friendly staff.
Treatment by Senior Therapist
I'm afraid this was far from the Champneys brand experience that I was expecting (and I take massages regularly). On arrival I took a seat in the waiting area and I decided to make a cup of tea while I was waiting. There is an old kettle that you have to fill yourself and boil to make your own tea! The two ladies in reception were too busy chatting to think to tend to this to ensure the kettle was full and ready for arriving customers. Why don't they invest in some hot water flasks or better still a hot drinking water unit? Surely having a kettle on the shop floor is a health and safety risk anyway?
The massage treatment room is very tired and dated and needs some attention. The temperature outside was c.5C and the room was also very cold. I asked the masseuse to put the in-room heater on but it made little difference. For the duration of my 55m massage it was very cold (the masseuse didn't feel cold and kept telling me so which was irritating - she was fully clothed and physically active and I was the opposite). I even had to ask for extra blankets and tissues as my nose started running. To make matters worse, the masseuse's hands were also very cold at the start and made me shiver until they warmed up. I told her repeatedly that it was cold in the room (and her hands) but she just didn't seem to get it.
Needless to say, I didn't relax and enjoy the experience as I should've done and it certainly wasn't worth the premium you pay for a 55m Champneys massage.
Upon leaving, I gave the ladies on reception my feedback and they were not very understanding or apologetic. I'm afraid the Customer Service skills here are very poor. I've recently moved to St Albans and was looking for a new massage destination but I won't be returning.
Note to Manager: Must do better and train your staff. The Champneys brand won't carry this kind of service alone.
Treatment by Senior Therapist
I was really looking forward to this treatment and the service at Champneys. Sadly, when I arrived promptly for my booking at 9am I was left to stand in the cold until the exact time of my appointment - with the staff watching me stand there and gossiping away, which I could here clearly through the door. This of course meant my treatment didn't start on time. I was told to wait in the receiption area, where I continued to listen to their gossip and discussion of their staff targets and bonuses. This made me feel particularly ignored and additionally reminded that I was just another step towards their monthly target. Despite the assortment of hot teas (it was -1 outside) beside me, I was not offered one. The water bottles were empty and I was not able to have a drink prior to my treatment. I don't believe the kettle etc had yet been switched on. I got the impression that the staff were generally not ready for my arrival. Perhaps this venue shouldn't be offering 9am appointments if they are unable to arrive early and be fully ready (and present) for customers arrival. The therapist came to collect me, she was friendly but she did not tell me her name, which was unprofessional. I did not fill out any form of Heath and Saftey information sheet. The treatment room was cold, there were black scuff marks all over the walls and cabinets and the massage bed was also not warm. The therapist came in to begin and asked me if I had had the treatment before, to which my reply was yes a long while ago. Despite this information, she did not proceed to tell me what it would contain, but she went ahead and started, warning me her hands were very cold and that they would soon warm up. It's unacceptable to use me as a hand warmer, she should have warmed them prior to coming in the room to start the massage. The treatment itself was pleasant and relaxing. The oils used (I wasn't told what they were) were also very lovely. The therapist did not check in with me once during the treatment, she did not ask how it was for me or if she needed to make any adjustments to the pressure of the massage. At the end of treatment, I was able to stay in the bed for a short while to drink (a very small cup) of water. I checked the time and it seemed that my treatment was slightly shorter then the time advertised. Upon returning to reception, she was there to greet me and ask how I was feeling. There was a slight confusion with the payment and rather than checking the system thoroughly herself, I had to trail through my emails to prove I had booked and paid ahead. She was professional and quick to resolve the issue however. I was not offered a drink unfortunately or informed of any after care. I am really quite disappointed by my experience and won't be in a rush to return.
Treatment by Senior Therapist
Loved both my treatments. Will be returning soon!
Treatment by Senior Therapist
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