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Wellness is evident around the hotel / Photo: Andrew Beasley
My journey starts well when I call to book, with a cheerful staff member guiding me towards the best treatment option.
I’m looking for a 60-minute full-body massage and she steers me towards the Hibernation massage, which is described as a top-to-toe experience delivered using British organic skincare line ila. The rate is £110 (US$148, €132).
I ask about using the thermal area to loosen up beforehand, but I’m told its use comes bundled with a private cabana rental and access to the pool and so would cost an extra £110 for two hours… I politely decline.
A follow-up email is promised, but doesn’t materialise. Given these emails are invaluable for orientation, its non-arrival causes a bumpy start to my experience.
First impressions Six floors underground, The Londoner’s wellness retreat requires guests to start their journey via an elevator tucked away in the lobby. On arrival I’m greeted with a view into the heart of the spa, pool and thermal suite and relaxation areas. Interiors are in pale browns, with an abundance of marble.
A receptionist arrives to confirm my booking, and leads me past the Refuel wellness bar, barber, hairstylist and manicure areas to the changing room.
Pre-treatment This area has a boutique designer vibe with dark marble, black lockers, tall vanity mirrors and grey interior detailing. It’s a pity the ambience is spoiled by slippers strewn on the floor and abandoned tools.
My guide locates a locker with robe and slippers – both supplied by Richard Haworth and embroidered with the Londoner’s logo. She instructs me to return to reception when I’m changed, to complete my pre-treatment questionnaire.
I feel disorientated as there was no explanation of the facilities, so have a look around and find stylish showers and plush toilets, each with a heated seat and electric bidet.
After slipping into a comfy robe and a pair of fluffy slippers, which come with a ‘Take me home!’ cardboard slip – a nice keepsake for guests – I make my way to the front desk and am greeted by a different employee, who tells me she usually manages the wellness bar, but is covering reception. She asks me to take a seat and complete my pre-treatment questionnaire on an iPad, and gestures to the central pool area behind me.
The Retreat is a welcome oasis from the bustle of London’s tourist-heavy Leicester Square and I’m met with a rush of warmth, soothing sounds of running water and a near-perfect replica of natural daylight pouring from the ceiling.
Foregoing the additional access to the private cabanas and pool, I sit on one of three sprawling day beds and enjoy a glass of cold, crisp cucumber water while waiting for my therapist who guides me to my room.
The treatment The door opens to a gently-lit couples’ treatment room with brushed light brown plaster walls and an ornate circular mirror. Two beds are covered in towels embroidered with the hotel’s logo and the spa products are neatly presented on tall dark wooden shelves.
My therapist explains that my treatment will only be a back and back leg massage, which doesn’t match my booking brief for a full hour. Nevertheless, she makes me comfortable, asks if I’d like the bed heated and enquires about my preferred massage pressure – I opt for no heat and medium-to-firm. She then leaves me to get undressed and slip underneath the towel.
As I position my head into the face hole, I’m left staring at a chair that’s been left tucked under the bed, presumably after someone previously had a facial. Another missed opportunity is that there’s no in-room aromatherapy or introduction to the skincare brand or products being used.
My therapist gently lets me know she’s returned, lowers the towel and starts the treatment on my upper back. I encourage her to be vigorous on the knots in my neck and shoulders from desk-working. She follows my instructions and applies deep pressure, skilfully using her hands to rock me and pinch out tension around my spine and shoulder blades.
It’s a treat having a therapist deliver the treatment mainly with their hands, rather than elbows. She works around my back using sweeping movements, keeping continuity while manoeuvring around the table.
She then covers my back with a towel and places two warm poultices on the lower- and mid-sections. This allows my muscles to relax further and my body slumps deeper onto the bed.
Next, she moves onto my legs and feet which is the stage I most enjoy. She starts by washing them with a warm towel followed by a gentle massage. She then cycles through sequences on both legs, where she massages from top to bottom and finishes by lightly but deftly releasing tension through stretching and bending my foot back towards my thigh. The most blissful part is the finale where she works up the central muscles in my legs.
After this comprehensive massage, the experience ends abruptly as I’m informed it’s complete. I would have preferred a smoother finish to such a skilful treatment, and I also expected to be advised about taking care not to rush leaving the bed. She then leaves to fetch me a mint tea.
Post-treatment My therapist greets me outside the door with another cucumber water and I then enjoy some post-treatment time in the thermal space before relaxing into one of the day beds where tea arrives in an ornate Japanese-style iron teapot and cup.
The staff member recommends only half filling the cup due to radiant heat, which turns out to be an understatement, as even half-filled, it burns my hand.
As I sit there, I’m not at ease and find myself clock-watching as a result of having been told the poolside is reserved for members and guests who pay for the privilege.
Eventually, I give up on my tea and anxiety about outstaying my welcome gets the better of me, so I return to the changing room to freshen up.
When I arrive to settle my bill, the card machine doesn’t work and I’m asked to sit in the cafe while a replacement is found. The receptionist thanks me for visiting and then, clearly as an afterthought, asks me if I’m interested in buying any products.
Overall impressions My experience at The Londoner is a mixed bag, with some obvious bumps, particularly with regards to customer journey and service. The spa has a strong treatment menu and good facilities, so any improvement in customer service would definitely elevate the experience to match the surroundings.
"My experience at The Londoner
spa was a mixed bag with some
obvious bumps, particularly with
regards to the customer journey" – Megan Whitby
Right of reply
Stefani Stead, spa manager, The Londoner
Stefani Stead / photo: Andrew Beasley
The Retreat at The Londoner Hotel is a sanctuary in the heart of London. A subterranean wellness floor where guests can relax in private poolside cabanas and enjoy a range of treatments from renowned brands.
Since opening in September 2021, we do our utmost to serve and acknowledge all guests in a timely manner and we welcome feedback as a way of providing the best service.
Ongoing touchpoint staff training is an important area for us and we take feedback concerning these aspects in your report on board. The guest journey has since been amended and clarified with all staff, to ensure the upsell is clear for everyone arriving.
We had an error on our system which has since been rectified and our guests now receive confirmation emails for their bookings. This is something we were aware of and worked on as soon as it came to our attention.
We now also have displays of our retail items within The Retreat for guests to browse, and a dedicated retail area is something we’re working on, and excited to announce in due course.
Drinking water temperature has since been lowered, and we make all guests aware tea is no longer at a temperature that may cause discomfort.
We pride ourselves on ensuring guests have a relaxing experience. We offer a show-around to all guests if they wish. The inconsistency of the spa facilities has been addressed, and it’s now clearer for all clients, whether they’re with us for the day or for just for a treatment.
We’re excited to welcome everyone to the improved Retreat to discover a spa hotel with holistic remedies for body and mind, in a therapeutic setting that quietly soothes.
We welcome honest
feedback as a way
of providing the
best service possible
Read more from this issue of Spa Business magazine
View contents of Spa Business 2022 issue 2
Editor's letter: The wellness metaverse
We’re being handed a powerful new tool that will become a channel for creativity and innovation – pioneering wellness operators are already getting to grips with its exciting potential
Spa People: Michael Stusser
The wellness pioneer explains how he created an authentic Japanese bathing experience in the heart of the California hills
Spa People: Scot Toon
The Asia MD of The Pavilions Hotels & Resorts unveils the company's latest island development plans
Project preview: Off-grid
Svart Six Senses is set to open in Norway in 2024, and redefine the meaning of sustainable wellness tourism and regenerative travel
Sponsored: Myrtha Wellness: watertight expertise
Myrtha has transformed the world of aquatics over the last 60 years. Now it’s bringing its ingenuity-driven expertise to the international wellness industry
Interview: Rainer Usselmann
Tech business Happy Finish is bringing metaverse-based experiences to the wellness sector, working with Wund
Everyone's talking about: Menopause
From taboo to hot topic – how can spas offer treatments and a safe space for women to explore this often challenging phase of life?
Research: Bounceback
PwC says the US spa market was worth US$1bn in 2021 and growing well, according to data from ISPA's latest industry-wide study
First person: An icon reborn
Fairmont unveils the stunning renovation of its iconic Century Plaza hotel in LA, and Rianna Riego checks out the new spa
Q&A: Magdaleena Nikolov
The GM of spa, wellness and retail at Fairmont
Century Plaza talks to Jane Kitchen
Q&A: Mia Kyricos
The wellness leader talks about the creation of her new trademarked framework for the development and delivery of wellness interventions
Sponsored: Art of Cryo: raising the bar
Art of Cryo is complementing its high
performance cryotherapy range with advanced
new technology to enhance treatment benefits
Mystery Shopper: The Londoner
Our reviewer travels undercover to check out the spa offering at The Londoner – one of the most high profile openings in the capital in recent times
Le Atelier by C.O.D.E. doesn't offer a standard bespoke service, it provides a highly
customised approach to designing massage beds and loungers in high-end wellness
environments. [more...]
In a world where imbalance often accumulates quietly, Wildsmith unveils its newest
wellbeing innovation: Silent Loads, an approach designed to meet the needs of modern spa
guests with precision and depth. [more...]
+ More featured suppliers
COMPANY PROFILES
ESPA
Founded in 1992 by Susan Harmsworth, ESPA combines the conceptualisation, development and management [more...]
Wellness is evident around the hotel / Photo: Andrew Beasley
My journey starts well when I call to book, with a cheerful staff member guiding me towards the best treatment option.
I’m looking for a 60-minute full-body massage and she steers me towards the Hibernation massage, which is described as a top-to-toe experience delivered using British organic skincare line ila. The rate is £110 (US$148, €132).
I ask about using the thermal area to loosen up beforehand, but I’m told its use comes bundled with a private cabana rental and access to the pool and so would cost an extra £110 for two hours… I politely decline.
A follow-up email is promised, but doesn’t materialise. Given these emails are invaluable for orientation, its non-arrival causes a bumpy start to my experience.
First impressions Six floors underground, The Londoner’s wellness retreat requires guests to start their journey via an elevator tucked away in the lobby. On arrival I’m greeted with a view into the heart of the spa, pool and thermal suite and relaxation areas. Interiors are in pale browns, with an abundance of marble.
A receptionist arrives to confirm my booking, and leads me past the Refuel wellness bar, barber, hairstylist and manicure areas to the changing room.
Pre-treatment This area has a boutique designer vibe with dark marble, black lockers, tall vanity mirrors and grey interior detailing. It’s a pity the ambience is spoiled by slippers strewn on the floor and abandoned tools.
My guide locates a locker with robe and slippers – both supplied by Richard Haworth and embroidered with the Londoner’s logo. She instructs me to return to reception when I’m changed, to complete my pre-treatment questionnaire.
I feel disorientated as there was no explanation of the facilities, so have a look around and find stylish showers and plush toilets, each with a heated seat and electric bidet.
After slipping into a comfy robe and a pair of fluffy slippers, which come with a ‘Take me home!’ cardboard slip – a nice keepsake for guests – I make my way to the front desk and am greeted by a different employee, who tells me she usually manages the wellness bar, but is covering reception. She asks me to take a seat and complete my pre-treatment questionnaire on an iPad, and gestures to the central pool area behind me.
The Retreat is a welcome oasis from the bustle of London’s tourist-heavy Leicester Square and I’m met with a rush of warmth, soothing sounds of running water and a near-perfect replica of natural daylight pouring from the ceiling.
Foregoing the additional access to the private cabanas and pool, I sit on one of three sprawling day beds and enjoy a glass of cold, crisp cucumber water while waiting for my therapist who guides me to my room.
The treatment The door opens to a gently-lit couples’ treatment room with brushed light brown plaster walls and an ornate circular mirror. Two beds are covered in towels embroidered with the hotel’s logo and the spa products are neatly presented on tall dark wooden shelves.
My therapist explains that my treatment will only be a back and back leg massage, which doesn’t match my booking brief for a full hour. Nevertheless, she makes me comfortable, asks if I’d like the bed heated and enquires about my preferred massage pressure – I opt for no heat and medium-to-firm. She then leaves me to get undressed and slip underneath the towel.
As I position my head into the face hole, I’m left staring at a chair that’s been left tucked under the bed, presumably after someone previously had a facial. Another missed opportunity is that there’s no in-room aromatherapy or introduction to the skincare brand or products being used.
My therapist gently lets me know she’s returned, lowers the towel and starts the treatment on my upper back. I encourage her to be vigorous on the knots in my neck and shoulders from desk-working. She follows my instructions and applies deep pressure, skilfully using her hands to rock me and pinch out tension around my spine and shoulder blades.
It’s a treat having a therapist deliver the treatment mainly with their hands, rather than elbows. She works around my back using sweeping movements, keeping continuity while manoeuvring around the table.
She then covers my back with a towel and places two warm poultices on the lower- and mid-sections. This allows my muscles to relax further and my body slumps deeper onto the bed.
Next, she moves onto my legs and feet which is the stage I most enjoy. She starts by washing them with a warm towel followed by a gentle massage. She then cycles through sequences on both legs, where she massages from top to bottom and finishes by lightly but deftly releasing tension through stretching and bending my foot back towards my thigh. The most blissful part is the finale where she works up the central muscles in my legs.
After this comprehensive massage, the experience ends abruptly as I’m informed it’s complete. I would have preferred a smoother finish to such a skilful treatment, and I also expected to be advised about taking care not to rush leaving the bed. She then leaves to fetch me a mint tea.
Post-treatment My therapist greets me outside the door with another cucumber water and I then enjoy some post-treatment time in the thermal space before relaxing into one of the day beds where tea arrives in an ornate Japanese-style iron teapot and cup.
The staff member recommends only half filling the cup due to radiant heat, which turns out to be an understatement, as even half-filled, it burns my hand.
As I sit there, I’m not at ease and find myself clock-watching as a result of having been told the poolside is reserved for members and guests who pay for the privilege.
Eventually, I give up on my tea and anxiety about outstaying my welcome gets the better of me, so I return to the changing room to freshen up.
When I arrive to settle my bill, the card machine doesn’t work and I’m asked to sit in the cafe while a replacement is found. The receptionist thanks me for visiting and then, clearly as an afterthought, asks me if I’m interested in buying any products.
Overall impressions My experience at The Londoner is a mixed bag, with some obvious bumps, particularly with regards to customer journey and service. The spa has a strong treatment menu and good facilities, so any improvement in customer service would definitely elevate the experience to match the surroundings.
"My experience at The Londoner
spa was a mixed bag with some
obvious bumps, particularly with
regards to the customer journey" – Megan Whitby
Right of reply
Stefani Stead, spa manager, The Londoner
Stefani Stead / photo: Andrew Beasley
The Retreat at The Londoner Hotel is a sanctuary in the heart of London. A subterranean wellness floor where guests can relax in private poolside cabanas and enjoy a range of treatments from renowned brands.
Since opening in September 2021, we do our utmost to serve and acknowledge all guests in a timely manner and we welcome feedback as a way of providing the best service.
Ongoing touchpoint staff training is an important area for us and we take feedback concerning these aspects in your report on board. The guest journey has since been amended and clarified with all staff, to ensure the upsell is clear for everyone arriving.
We had an error on our system which has since been rectified and our guests now receive confirmation emails for their bookings. This is something we were aware of and worked on as soon as it came to our attention.
We now also have displays of our retail items within The Retreat for guests to browse, and a dedicated retail area is something we’re working on, and excited to announce in due course.
Drinking water temperature has since been lowered, and we make all guests aware tea is no longer at a temperature that may cause discomfort.
We pride ourselves on ensuring guests have a relaxing experience. We offer a show-around to all guests if they wish. The inconsistency of the spa facilities has been addressed, and it’s now clearer for all clients, whether they’re with us for the day or for just for a treatment.
We’re excited to welcome everyone to the improved Retreat to discover a spa hotel with holistic remedies for body and mind, in a therapeutic setting that quietly soothes.
We welcome honest
feedback as a way
of providing the
best service possible
Read more from this issue of Spa Business magazine
View contents of Spa Business 2022 issue 2
Editor's letter: The wellness metaverse
We’re being handed a powerful new tool that will become a channel for creativity and innovation – pioneering wellness operators are already getting to grips with its exciting potential
Spa People: Michael Stusser
The wellness pioneer explains how he created an authentic Japanese bathing experience in the heart of the California hills
Spa People: Scot Toon
The Asia MD of The Pavilions Hotels & Resorts unveils the company's latest island development plans
Project preview: Off-grid
Svart Six Senses is set to open in Norway in 2024, and redefine the meaning of sustainable wellness tourism and regenerative travel
Sponsored: Myrtha Wellness: watertight expertise
Myrtha has transformed the world of aquatics over the last 60 years. Now it’s bringing its ingenuity-driven expertise to the international wellness industry
Interview: Rainer Usselmann
Tech business Happy Finish is bringing metaverse-based experiences to the wellness sector, working with Wund
Everyone's talking about: Menopause
From taboo to hot topic – how can spas offer treatments and a safe space for women to explore this often challenging phase of life?
Research: Bounceback
PwC says the US spa market was worth US$1bn in 2021 and growing well, according to data from ISPA's latest industry-wide study
First person: An icon reborn
Fairmont unveils the stunning renovation of its iconic Century Plaza hotel in LA, and Rianna Riego checks out the new spa
Q&A: Magdaleena Nikolov
The GM of spa, wellness and retail at Fairmont
Century Plaza talks to Jane Kitchen
Q&A: Mia Kyricos
The wellness leader talks about the creation of her new trademarked framework for the development and delivery of wellness interventions
Sponsored: Art of Cryo: raising the bar
Art of Cryo is complementing its high
performance cryotherapy range with advanced
new technology to enhance treatment benefits
Mystery Shopper: The Londoner
Our reviewer travels undercover to check out the spa offering at The Londoner – one of the most high profile openings in the capital in recent times
A recent survey by the UK Spa Association (UKSA) into the industry’s approach to cancer care
has revealed that almost half of participating respondents (46 per cent) are unaware that
cancer is a disability and guests with a cancer diagnosis must be given
Mexican operator, Solmar Hotels and Resorts, is hosting a series of events in celebration of
Global Wellness Day, including a Temazcal ceremony at its Playa Grande Resort and Spa in Los
Cabos.
Mandarin Oriental has announced a standalone residence brand, Mansions, which will debut at
Emirates Palace, Mandarin Oriental Mansions, Abu Dhabi, in 2029.
Four Seasons Resort The Nam Hai in Hoi An, Vietnam, has put together a Global Wellness Day
(GWD) agenda with activations rooted in nature and shaped by four pillars of Joy – in
alignment with the day’s theme #JoyMagenta.
The Global Wellness Summit (GWS) will celebrate its 20th anniversary at the 2026 event in
Phuket, Thailand, later this year with the theme: The Science, Art and Soul of Wellness.
Auko, an all-inclusive development, is opening in Phong Nha in Vietnam in Q3 2026, with a
series of 30 tented eco-lodges and wellness hospitality operations by Lumina Wellbeing.
Therme Manchester’s 28-acre development, which will include interconnected glass pavilions
that measure 65,000sq m, will be the largest bathing and wellbeing attraction in the world once
complete, according to prof David Russell, CEO of Therme UK.
Naples Beach Club, a Four Seasons Resort, has opened a 2,800sq m spa called The Sanctuary,
with the design and concept inspired by the Native American people that populated Florida’s
Southwest coast – the Calusa.
Le Atelier by C.O.D.E. doesn't offer a standard bespoke service, it provides a highly
customised approach to designing massage beds and loungers in high-end wellness
environments. [more...]
In a world where imbalance often accumulates quietly, Wildsmith unveils its newest
wellbeing innovation: Silent Loads, an approach designed to meet the needs of modern spa
guests with precision and depth. [more...]
+ More featured suppliers
COMPANY PROFILES
ESPA Founded in 1992 by Susan Harmsworth, ESPA combines the conceptualisation, development and management [more...]
