Chiang Mai: Aromatherapy Oil Massage at Award-Winning Eco Spa

Worst but expensive massage + poor customer service experience

Went with my wife yesterday for 2-hr oil massage yesterday. And my wife just had her worst massage experience ever. She adjusted the therapist strength a few times as the therapist keep on being too soft or too hard. The reason seems like she doesn’t understand English well. After a few adjustment, the therapist gave up by using the lightest touch throughout. My wife had been too tired after a red eye flight and gave up to argue nor seeking to change therapist. I told her she should have told me and I will ask for change of therapist. It’s too late to say anything after the session. After the session, we intend to had our tea and just leave. we did not say anything or take any action. The staff came to ask for our comments. She voiced out her experience and gave a low score. The staff said he will speak to the manager about our bad experience and that the manager will come. We saw that the manager actually was standing in front of the door of the resting area but left after listening to the staff. Then the staff came in and say that the manager is busy and that oil massage could usually comes with softer strength. I believe a normal handling would be for the manager to come in and apologise for the bad experience. But instead they chose the worst way to handle. This is a THB2,900 session for 2 hrs, it is at similar price to Diora Sathorn in Bangkok. So in terms of value for money, it is definitely not worth. In terms of customer service experience, people can make their own judgement from our experience above.

Response from the operator: We are sorry to hear that your wife was disappointed with her massage and that the way her feedback was handled afterwards added to that disappointment. We would first like to clarify one point, as we understand how the situation may have appeared. The person our staff member spoke to outside the resting area was not the manager, but another receptionist. Our staff member briefly relayed your wife's feedback to her colleague, who then went to inform our Guest Relations Manager. This was done so that the staff member attending to you did not have to leave you alone for an extended period while locating the manager. However, we acknowledge that this was not communicated clearly. Our staff member should have explained that she had asked her colleague to inform the manager and should have asked you to please wait while the manager was being contacted. Unfortunately, you had already left by the time the manager was able to come and speak with you. We are sorry that this resulted in the impression that the manager had heard about the complaint and chose not to speak with you. We also regret that your wife did not receive a massage with a pressure level that was comfortable for her, despite trying to communicate her preferences to the therapist. Our therapists should make every reasonable effort to understand and adjust to each guest's preferred pressure. We appreciate guests sharing their experiences with us, particularly when something has not gone as expected. Our manager will follow up with the staff involved to review what happened, including how your wife's massage preferences were handled and how the situation afterwards was communicated. We will also use this as an opportunity for further staff training, particularly around communicating clearly when a guest raises a concern. Please accept our apologies for your wife's disappointing experience and for the misunderstanding afterwards. Warm regards from your Fah Lanna Spa Team.

via Tripadvisor

Most relaxing massage

The Spa is beautiful and the staff are wonderful, best relaxing massage with lovely oils, blissful

via Tripadvisor

Great Spa

Amazing place, clean, relaxing atmosphere, centrally located, friendly service and experienced therapists. Been there several times during each trip to Chiang Mai. Highly recommend.

via Tripadvisor

Excellent massage

Excellent massage, twice, from Am. He helped me with a chronic back problem, alleviating the pain and strain of too much flying almost entirely. It is a calm and tranquil refuge.

via Tripadvisor

Nice massage

Very relaxing, would recommend. Prompt appointment, cafe was enjoyable. There’s a nice restaurant across the street for lunch.

Response from the operator: Thank you for your kind review! We're glad to hear you had a relaxing experience and enjoyed both the massage and our café. We appreciate your recommendation and look forward to welcoming you back for another peaceful visit. Warm regards from your Fah Lanna Spa Team. 🌿🙏

via Viator