A complete rip-off! I booked my appointment with them at 11:30am and arrived at 11:27am. Despite being told to go to my room at 11:30am, my therapist did not arrive until 11:40. Although she was late, she apologized and we finally began treatment at 11:46am. During treatment, she forgot to bring mask, something related to hydro and left the room twice. The best part was when it was my turn for the hydro machine, the therapist told me it was running low. Once again, she left and came back and tried to use the machine without success, so she took it to her manager and said it was working, so I lost another 10 minutes. At the time she started, it was already 12:15 pm, and she told me she would finish by 12:30 because I had mentioned at the start of the treatment that I have to go somewhere after that. When she asked me how much time you had at 12:25, I told her I could stay until 1pm, but exactly at 12:30 she told me that's it. You are done, she tried to sell me a gold package, moisturizer etc. I spent 250 dollars on my treatment for 35 minutes. There is no way I would recommend them to anyone. My initial thought was to go somewhere relatively close to my home, but I think it's better to travel to Hornsby to at least get value for my money.

We've been looking for a spa that will do wax for my daughter as she's an early teen, we wanted someone with care, high quality service and someone that will take care of us and make us feel safe, we look around our area in St Ives as well as Hornsby and let my daughter judge which service was the best, and she chose the Urban Spa in Wahroonga. We now took their package so we can get discounts on their services. Compared to others, Urban Spa have shown us the highest quality of hygiene on premises, equipments, and on treatments, that's what is lacking on previous places we've tried! Mollie was great on providing service with my daughter and the entire experience was positive. Robyn, the owner has been nothing but a delight, she's the reason why we chose Urban Spa of course the service as well, but the way she treated us and took care of us is faultless. We're glad and lucky we found Urban Spa Wahroonga, it will be our home for beauty and massage services! Highly recommended! We found our home!

The spa experience was fabulous. However the booking process was terrible. 1. I gave my credit card details at the outset, then the whole group was asked for their card details which is not what I requested 2. We would receive a form to complete and then chased via email, phone and text 3 days later. 3. The policy on the website says form completed 24hrs prior, we were being threatened with cancellation 3 weeks out from the appointment 4. Post the session we have now received 2 follow ups for reviews - on a Sunday. The customer should be at the centre of the experience and unfortunately the customer experience has been extremely poor. We were four, working mums with young children. At other spas, we book, pay the deposit and then arrive 15 min before to complete the forms. Low hassle and makes for a very relaxing experience. Unfortunately the booking process and subsequent follow ups for reviews on a Sunday have really soured our experience of Urban Spa.

FACIAL - I've been going to Urban Spa Wahroonga off and on for many years mainly buying and using vouchers. I have regular facials elsewhere so a veteran re facials. In the last couple of years I find booking with vouchers difficult with Wahroonga. And today's Facial was very very dissappointing. The girl seemed to be inexperienced. Was massaging my hands then realised did not use oils. When she did bring the oil used very sparingly. Bad massage of both hand and feet. And there was no scalp massage at all. I did advise the manager on leaving. I left extremely dissappointed. Did not leave with that SPA feeling. I normally buy some product but it was used so sparingly I did not even smell it to feel enticed to buy it. Very dissappointed!! Ofcourse the manager did say she was very sorry to hear this.

Just had the most bizarre experience at Urban Spa Wahroonga. I'd booked for a treatment as a lovely friend had purchased a gift voucher (from the same branch) for me. When I presented the voucher after treatment, I was told the voucher didn't have the right numbers on it so cannot be redeemed (not sure why that is my fault). Manager is not around so I was told they'll check when she returns and will ring me if any issues redeeming so I can make payment! Not sure why I have to pay for something that has already been paid for? The staff seemed not to realise/understand the absurdity of what she was saying. Therapist on the other hand, was lovely though but unfortunately does not warrant a trip back again due to the customer service.

Terrible experience. Disappointing customer service. Arrived at our appointment after numerous attempts to book using a gift voucher online (not possible). Once we got there, 5 mins prior to our appointment we were met with extremely unprofessional staff telling us that there was no one there to complete the facials. Had travelled over an hour for the treatment and did not provide a refund. We followed up with the owner who provided a different excuse to what we had on the day and still no refund. My sister also had a similar experience arriving for a massage appointment, already paid for, to be told they didn’t have time to complete.

I had a very strange experience of booking at this place with my voucher. Online booking not possible, then called. The numbers on the voucher not readable, long story short they finally read it. It took me +2weeks to finalise booking after many emails and phone calls. Then on the day the time was changed again at short notice. When got there, i had to sit for 15mins for them to greet me and the massage was pretty average. The therapist missed my legs although it was full body service. Anyhow I didn't feel welcomed at all and won't surely go back .

The lady that did my spa treatment was great. I had to finish off a work call so they held off for as long as they could without impacting other clients. Only comment or reminder is if you have a voucher don’t forget to bring it because they need to use the voucher credit. I had to pay without the voucher this time so it’s fortunate we might come back or use it to purchase the facial products there. Plenty of parking nearby but it does say 2 hours max and a cafe pretty much next door.

As always the staff at Urban Spa Wahroonga were patient, kind and very knowledgeable. I have a frozen shoulder which limits my movements and still Robyn and her team were able to do the laser removal in my armpits with ease. I also had LED light treatment. Which includes a hand massage. Was very very relaxing, almost made me sleep. I seen they have kids pamper packaged available so will come back with my Lil Miss, so she can be pampered too.

I had an amazing facial & massage package with Vianne, and left feeling so relaxed and on cloud 9, I had to really switch on to drive home! Also a huge acknowledgement and thanks to the owner, Robyn, for rectifying an issue I had in a previous treatment. It was a very considerate gesture, and also shows that Urban Spa Wahroonga are genuinely wanting their clients to be 100% satisfied and leave feeling amazing...which you will. Thank you.

My friend had a terrible experience here. She was charged twice for the one treatment then told that they didn’t do refunds, she then booked in again and her appointment was changed. They then preceded to tell her that she had missed her appointment and wouldn’t give her money back to her. Manager was extremely rude. Please don’t go here, they have no customer service skills and should not be in business.

Mollie was gentle and thorough and made sure I was comfortable at all times. I'll definitely return - she's a keeper! Premises was clean and well appointed, staff were all lovely and made me feel like I was the only one who mattered. Product is great too, my skin has really benefited from the recommendations and the treatment. Great job Mollie and Robyn :). See you again soon.

I've been coming here when in the area for around 15 years now. The women working are always friendly and lovely. The treatments can be a bit hit or miss, a little burn here, a few missed hairs there. The rooms themselves could be kept a bit better. Overall I will keep coming back because it's local, prices are average, and the staff are all wonderful.

Had the most relaxing and beautiful Serenity Facial with Helen who melted away all my stress and treated me like a Queen. It was blissful. Plus, Robyn made sure I was looked after, over delivering on extras I didn’t have to pay for. Overall a great experience, great value, and I highly recommend Urban Spa Wahroonga!

I had an excellent experience at Urban Spa Wahroonga yesterday. It was very relaxing and my skin feels fabulous today. Brooke was very friendly,professional and knowledgeable. The amenities are very clean. While I have always enjoyed my experience there in the past,yesterday was the best in such a long time.

Lucky enough to find this beautiful place a few months ago. With COVID/ wearing masks (my skin has definitely taken a hit). Super fortunate to have had Emily & Rosalie treat me and my skin and wellbeing has improved dramatically. What an amazing place & cannot wait to return in the new year! <3 Montana x

Exceeded my expectations! I was thoroughly pampered with two very skilled practitioners as a birthday treat and felt absolutely amazing afterwards. They went above and beyond to ensure everything was just right. Thank you - I cannot find any fault. It was a simply wonderful pamper treatment package.

I am just a female delivery driver! Went for deliver parcel to them, What a lovely service, They let me use their restroom,offered me very special iced drink!!! They made my day Robyn and other gorgeous girl so lovely,will try soon their service as well!!how beautiful people on earth

Thank you Elliza it was a wonderful relaxing experience. I was given this treatment by my daughter and it was everything and more than I expected. It certainly was relaxing and the mood Elliza created added to the enjoyment. Thank you for making my time with you so special. Julie

Had an amazing treatment at Urban Spa Wahroonga from Lia. The hydra facial and massage were wonderful and my skin is glowing. Lovely premises with a convenient free car park right next door. Welcoming and professional therapists. Highly recommend and will definitely be back soon.

Thank you to the team at Urban Spa. I had an amazing facial post lockdown after I used some terrible off the shelf product from the supermarket that damaged my skin. Rosalie looked after me with great care and finally skin is feeling super hydrated again. Thanks Rosalie & Robyn!

The ladies were so welcoming. I received the LED + collagen treatment. The scalp massage had me falling asleep. The whole process was very relaxing. I am booked in for the indulgence package next. Cant wait. Thank you to the ladies at Wahroonga Urban Spa. You are all amazing.

I have got a Internet troubleshooting job for this business in Feb 19. Unfortunately I have had a very bad experience. The owner did NOT arrive in shop to assist on time and even asked for work to be completed more than agreed. She can NOT be trusted. So is this business!

I’ve been a client at Urban Spa Wahroonga for more than a decade and every service I receive is a relaxation getaway! Robyn and her team are always welcoming, gentle and knowledgeable about my skin concerns. Treat yourself, you’ll love every minute of your time there!

Such a lovely team that was patient, kind, and very well experienced. I received many treatments and Robyn and her team made sure that everything was just right, checking in to see how it felt and if there was anything they could do for me. Will definately be back.

Very difficult to book appointment using voucher received as a give. Time changed three times. Very average treatment, had to request foot massage and hand massage (which was included in my package) many other inclusions were also omitted. Poor experience overall.

Had series of microdermabrasion facials and absolutely loving the affect on my skin. Ended up buying another package!The staff at Wahroonga is so lovely. Leah always has a smile while greeting and Brooke has been so amazing looking after me. Definitely recommend!

I am Urban Spa Wahroonga’s customer, they provide the excellent services. I’m very happy with their services, and great staffs there too! I highly recommend that if you like to have good quality of the service, please go there!

Loved my treatments from Urban spa Wahroonga. The hydra facial and stone massage were heavenly. Convenient location as I live at Wahroonga too. The staff are so welcoming. Looking forward to return soon. ♥️ …

My first time visit to Urban Spa Wahroonga was very positive. Very professional, friendly and informative. The girls are great, made me feel very comfortable and confident. Will definitely go there again. …

I have been going to Urban Spa Wahroonga for 9 years. The team is always welcoming, friendly and professional and my skin feels like new when I leave. I can't recommend Lia and the team highly enough.

Extremely disappointed with the spraytan as it was patchy and missed several large spots. When i went back they tried to help but it didn’t fix it. Now im going to be patchy for my final formal :((

I booked a treatment at urban spa Wahroonga. The morning of the treatment they cancelled my appointment and refused to refund me, then hung up on me. Very disappointed by the customer service here.

First time visit and it was really lovely. Emily looked after me and I felt so refreshed after my facial and massage plus my brow shaping and tint has never been done better than she did it!

The owner and therapist I had were extremely friendly and professional. The therapist was amazing. I love their Spring Specials and they're a wonderful pampering session.

Kristy the beauty therapist was very knowledgeable and she definitely loves her profession and makes her client feel comfortable! Recommend anyone to try this place out!

Excellent service and care. The treatment itself was beneficial and Brooke was knowlegable and professional. I will be going back for further treatments. Thank you

Always well looked after and grateful for a very relaxing experience.I always go home floating after my treatments. Thank you Robyn and Amelie …

Great place for facial and Kristine gives the best massage! Very clean consultation rooms and always leave feeling completely satisfied.

Robyn and the girls have excellent knowledge of their products and methods. Will be returning. Thanks girls for the relaxing facial.

The new owner Leah doesn’t know what she is doing. Good businesses need to be run with professionalism, punctuality and cleanliness.

Excellent facial. The staff were very helpful organising my appointment. Happy to recommend this salon based on my experience.

Wonderful experience, I highly recommend! Lia is incredible. Calming, attentive and skilled. I walked out feeling amazing.

I frequent this spa and am always given a warm and friendly greeting. All the staff have been wonderful on each occasion.

New management is not good, terrible experiences. Go to Macquarie instead, they are amazing and only 15mins away

Simone was amazing. Professional and personable too. Felt totally relaxed and pampered after I left the salon.

Had a great experience at Urban Spa, both Mollie and Robyn were attentive and expert in their advice and care

Very professional and relaxing treatment, Ann you were great, awesome massage, body has never felt better!

Very poor service - have sent multiple emails and no responses for weeks. Rude over the phone also.

I love going to Wahroonga Urban Spa as the staff and treatments are always amazing and relaxing.

Excellent therapist Brooke, great facials, body, hand & foot massage, would highly recommend

Awesome service and a great treatment as well as a lovley environment. Father’s Day package

Best facial and massage! And for the special $99 2 hours of heaven. Highly recommended!

The staff at Urban Spa Wahroonga are always exceptional and the treatments are divine

Always an amazingly relaxing experience. With considerate and professional staff.

Personalised service to suit your needs and very professional yet friendly.

Had an awesome experience, highly recommended seeing the team at Wahroonga

I always enjoy my time at urban spa, the girls that work there are lovely

I had a great service with a microderbrasion and complimentary mask

Friendly and very amazing therapist! Enjoyed the my massage there

Very professional and relaxing treatment. Thoroughly recommend

Absolutely amazing staff and service, the products are Devine.

A lovely facial from Rosalie. Thank you …

2 hours of bliss, best facial I’ve ever had!!

Wonderfully relaxing treatment - thank you!

Amazing customer service and care!

Fantastic service and treatments

dissapointing

Love moe