I went for a 45 min thai massage. I've been twice before and it was fine - basic, evenly spread massage on my back, arms, legs and shoulders. I went this time knowing what i was getting myself into but NO....i didn't. I got a lot of time on my back, arms shoulders - even head and eyeballs! When i suddenly clocked on to the fact that time was passing and she hadn't even started my legs, i asked her -- this seems different to what i have had before -- what did i book? She said you booked Thai massage. I said ok Phew, because i thought some reason we got our wires crossed and they misunderstood that i wanted head and shoulders, but then the massage was pretty much finished. I was like - are you not going to do my legs? She said: No...you booked 45 minutes...and thai massage is mainly back and shoulders.....at this point...obviously, as you can imagine, I was really upset, because i really wanted my legs done -- (AS ANYONE WOULD) and then they brought down the girl and the front, and she said, if you want more you can add another 15 minutes...i was like ok, i guess I'll just have to do that because i didn't want to walk out without any leg work. But it was really not enough..and she barely even made it to the full 15 minutes (from the time we lost with me complaining). After the massage i went up and said i was really unsatisfied -- hoping for a TOKEN of good faith with an offering of something - discount or service -- considering i have been here before, and all of the concerns I voiced. I was really not happy to pay for the full hour when all i wanted was 45 mins of an even massage across my body, which has been satisfactory for me in the past. They went onto say that i should have told the therapist before starting, and that it's customary in thai massage to do it that way, and it's also the therapist's own style...and kept on insisting that it was MY FAULT for not saying what i wanted in the beginning. I think just general customer service is lacking with these girls and they have no idea that this industry is about keeping your customer's satisfied...not walking out angry and disheveled. Meanwhile, whilst i was talking to the girl at reception, another therapist was just sitting on one of the chairs...then a customer popped her out of her room in a towel asking if anyone was coming into the room to start! She had been left there for like 10 mins and the therapist just jumped up and screamed speaking in thai obviously face-palming herself about NOT DOING HER JOB...yeah great customer service. The receptionist girl ended up being really snarky and rude with me, giving me eye rolls. I ended up saying i would pay the full amount, but won't be coming back - and i gave my card. She handed it over to me with an extra 90p for the card charge. I said OK, out of principle, I'm not paying you a penny more, so i will just go out and get cash (usually i wouldn't give a crap about that). She said can you leave something...i left my credit card, and she said to me "you could just report it stolen." REALLY???? The audacity to then accuse me of being a potential thief?? ALL I WANTED WAS MY LEGS!!!!!!!!!!!!! I ended up leaving my phone, and then getting cash and bringing it back. As i was leaving i just asked -- "is it customary in thai massage to massage eyeballs instead of legs?" (yes i know, at this point i'm just annoyed and bitter) -- she said: In your first visit you signed a form saying you will tell the therapist when you don't want something" GAH!... SO.....if anyone decides to go here...all i can say is COMMUNICATE, they don't know how to look after their customers so you have to SPELL OUT, what you want. And you might want to confirm exactly what you are getting done with each therapist and not assume what you got last time will be remotely the same as what you will get this time. I for one, will not be going back....there are too many places in london that noone should have to put up with an experience that became so stressful, even though it was meant to be a peaceful saturday afternoon. read more