Rena Spa – London, UK

Reason for going: I worked a lot prior to this trip London and after a long flight I knew I would be stiff and sore. I was hit with a falling water bottle on my head and shoulder on the flight over when a lady dropped it from the overhead bin which also made the timing of the massage perfect to get some relief.  

Booking process:  I booked on the website a couple weeks prior but had to push back the time the day of to the latest available via email since the flight was delayed. 

Session booked: 50 minute deep tissue massage

Communication prior to booking:  Great. Everything was communicated well over email; booking confirmation, and reminder. 

Reception/ checking in: There was a small reception area to check in where I filled out a short intake form. Front desk staff was hard to understand because of a think Russian accent and we had a hard time communicating everything. 

Wait time:  I had just enough time to shower and get a robe on then was called back after going to the pool/ waiting area. 

Atmosphere:  It is very darkly lit with a modern/ avant-garde vibe. The spa was very plain with low ceilings compared to the hotel lobby and common areas.

Facilities:  Being in the basement there are low ceilings and was a limited space. A small lap pool with lounge chairs and gym were adjacent in separate rooms.  The pool area served as the waiting area for the spa treatment rooms.  A two person, womens changing room/ bathroom  with shower was available. 

Intake process:  This was a two page, short, basic intake form. 

Therapist:  My therapist had a thick Eastern-European accent and was a bit hard to understand. I tried to communicate about my injuries on the way over but not sure I understood. She was all business and seemed to follow a routine, full body Swedish routine. It was fine overall and somewhat relaxing until I noticed when she was workin on my lower back area she was bending over so much, with the table height that when she did so her whole breast’s weight was on the back of my head. It was really inappropriate and unnerving. I am not sure if it was intentional or by accident but they were quite large and resting there a very long time. It was a very unprofessional moment. The therapist also had quite long nails to be able to work properly on muscles and tissue with good massage techniques, especially deep tissue. 

Checking out: Once the session was complete I was directed back to the changing room then paid at the front desk. 

Cost:  100 British pounds, about $134

What was done well: The pool looked nice and I wish I would have had time to enjoy it.  The treatment room was big enough for two treatment tables and didn’t feel too crowded. I really appreciate their flexibility with moving my session back in order to accommodate me getting in late because of my delayed flights.

Needs improvement:   I think the front desk staff and therapists should have stronger English language communication skills in order to better understand customers. It would help avoid any issues by not discussing injuries, medications, and contraindications prior to a session.  It would also be helpful if staff could answer guests questions as well. I had some questions about products and when I checked out the woman couldn’t understand me and said she didn’t speak English. The therapist/s could really benefit from more training on better body mechanics, grooming, and what is appropriate about certain body parts touching a client while they are on the table.  A better understanding of deep tissue and massage techniques would be really beneficial and help with easing clients muscular aches and pains. 

Would I rebook or go back:  This would be a pass for me on returning. 

Rating: 20/100