All the hard work setting up this outwardly beautiful is a waste because it's rotten at the core. And that core is a few key staff who simply cannot (or cannot be bothered to) do their job. Services are lovely and the therapists I had were wonderful but the customer care is abysmal. They don't want to hear your concerns. They want 5 stars. Whoever owns this place needs to take a good look at who they're employing because I would NEVER send any of my friends or family here. I'd be mortified if they were treated the way I was treated. I am now proactively warning my network not to go here. read more

Abhorrent Customer Service !! Booked a Hen's Day massage for a bride and 4 friends for Sat 3rd of February 2018..... Spoke to D on a number of occasions to organise the day. Even rang on Friday February 2nd 2018 and spoke to another staff member to ensure she had a table for a pregnant lady and ended the call with "thank you, see you tomorrow!" The Bride and guests arrived on time at 1.30pm to be told by the Manager, L, that the booking was 3rd of March 2018. She was advised that a number of calls had been made with D and another staff member yesterday to confirm the booking for the next day.... The Manager, was absolutely rude ! Did not give a damn that her staff had made an error and in fact started to blame the poor Bride ! At first she was not even going to give the girls a refund ! Stating that they could all turn up on 3rd of March, or all come at different appointments times. No offers of a goodwill gesture or even an apology, just ignorance. She then gave the bride a refund but not her guests. Finally, with all guests being given a refund, with the Manager running her mouth off and being very nasty and rude, the poor Bride and guests left the shop with the brides Hen's Day ruined !! So, Nasty and Rude Manager, why was D's hands shaking and why was she looking very upset and embarrassed behind the counter with you, whilst doing the refunds???.... Hmmm ...maybe because she knew, your business (she) had made an error!?!? An error that ruined a Bride's day ! Word of mouth is very important for business, especially in an area such as Norwood/St Morris. Unfortunately, the 5 ladies you were rude to today are a mix of well educated multicultural ladies who live in the local area and have large friendship bases... read more

I recently visited Cocoon Spa & Wellness and enjoyed the "escape" package. It was amazing the entire experience was so wonderful from the staff, to facilities and of course the treatment itself. They give you time to wind down and enjoy a cup of tea before and after your treatment which is a lovely touch while you are in your big white fluffy robe which just adds to the experience. The staff are excellent and great at explaining everything that will be happening so even for spa novices there is no need to feel uneasy as to what is coming next! Cocoon Spa and Wellness is such a beautiful day spa to visit, and I'd highly recommend a visit - they sell gift vouchers also so its even a great gift idea for someone special. read more

I was booked in for a massage, and had a look at the website before I visited, and thought this would be great. once inside the place was so pretty and clean, Before my massage was told to get changed into a robe, which you have your own lockers for the time of your treatment. then we sat down with a staff member and they explained everything, and if there were areas that you didn't want them to go near which I was thought was quite good. I had a candle massage, it was simply amazing, I have referred my friends to experience this kind of massage as well, I felt so amazing after my treatment and will be going back for sure. After the massage we were told to drink water and stay in the waiting area until we wanted to leave. Cacoon is such a beautiful, clean place, the staff were so friendly and always had a smile on their face, ill be going back for sure. read more

Everything about Cocoon Spa and Wellness is a five star experience. Prepare to Unwind as you're ushered into a serene relaxation room complete with a selection of herbal teas in an atmosphere with just enough lighting to allow you to peruse their selection of magazines, or simply enjoy the quiet background music while you wait. Each treatment room, a treat of its own.. Clearly designed with luxury in mind. The prices are more then fair with generous discount vouchers emailed regularly to customers with hopes to entice them back for another great experience. The friendly staff are always on hand to cater to your every need and their kindness as well as their skill is what keeps me coming back time after time. I highly recommend their facial and massage combination as well as their expert mani-pedis which are accompanied by a viewing of a film of your choice on their wall mounted flat screen. read more

Initially the spa seems inviting. The girls I met seemed quite nice and my technician was friendly. I went for some waxing (legs and intimate areas) and unfortunately my technician not only didn't wear any gloves but only used one spatula and double-dipped into the wax pot, which is so unhygienic and not recommended by the beauty industry. The technicians poor waxing technique (not pulled back close enough to the skin) left me quite bruised and sore as well. While their other services may be better it's hard to trust any of their techniques and practices with what I saw/experienced during the wax. Their services are pretty cheap and it's obviously a 'you get what you pay for' kind of situation. While I can only comment on the general look and feel of the spa and my experience having a waxing service, I can say that I would not go back or recommend the waxing. read more

Not impressed. Firstly can i say that i never write reviews about anything but signed up to this website because i want the world to know what a horrible place this is and for nobody to have the same experience as i had. Went into Cocoon at St Morris for a fully body massage recently and couldn't wait to leave the place from the moment i arrived. Firstly I have uncovered a scam where they deliberately insist that you arrive 15 mins earlier that what you are supposed to because they ask you to undress to your underwear and put on one of their generic robes (a 1 size fits all robe mind you). If you are of a unique size then these robes are not for you at all. After you put on this robe, they put you in this public lounge waiting room with other patients also wearing the same robes and this is extremely awkward for everyone involved as you are all in your underwear. I was in the room with an elderly lady who looked just as uncomfortable as i was. Why you have to wait in this room is beyond me. Any normal place will just get you there on time and when the room is ready you can just go in there and do your thing. I am quite a tall person and the staff kept insisting for me to "sit down" but in doing so would eliminate the purpose of having a robe in the first place so i decided to remain standing. The massage itself was "O.K" (i have had much better at other places) it wasn't the greatest massage i received but decent but it would have been nicer if English wasn't her second language which did make it difficult to understand her when trying to speak. I got the impression she didnt know what she was doing as when she finished on my shoulders i complained there was still some tension and she replied "oh yes i could feel that". If you could feel that, why would you not do anything about it??? All that aside still giving the benefit of the doubt the worst moment was yet to come. Very unprofessional moment during the massage i was having my calves worked on (as i do a lot of running) and as the masseur raised the towel to work on my legs she began to laugh. When i asked turned and questioned if something was wrong she pretended to be coughing and tried not to make it look obvious that she was laughing at me. After the massage ended she insisted that i go back to the waiting room again in my robe. I was there and the room was full of people so i went straight for the change room, got changed and bolted for the door never to set foot in this place again. Unprofessional, unethical and really overpriced. Avoid if you can!! read more