I had to write a review because this might be my best example of impeccable customer service. I wanted to get my friend a post-partum massage after her pregnancy but she's based in Brighton and I co... Ver mais
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Secret Spa has been fabulous! I’m currently pregnant and have a puppy, so being able to book professional treatments at home is perfect. The app is so easy to use, it’s incredibly convenient, and I’ve... Ver mais
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I’ve been using Karolina R from Secret Spa since 2021, and I honestly wouldn’t go anywhere else. She is incredible. Karolina is always on time, comes fully prepared with an amazing range of colour... Ver mais
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Had hair and makeup done (glamorous) it stated that strip eyelashes were included in the package. Asked the MUA when she will be putting my lashes on, she told me she doesn’t have lashes and I should... Ver mais
A empresa respondeu
Detalhes da empresa
- Massoterapeuta
- Salão de Beleza
- Cabeleireiro Residencial
- Cabeleireiro itinerante
- Manicure
- Salão de bronzeamento
Escrito pela empresa
Beauty at your fingertips... mobile beauty, massage & spa treatments delivered to your home, office or hotel. Our expert mobile beauty therapists come to your door anywhere in London.
Secret Spa | Luxury Mobile Beauty
Escrito pela empresa
- Call us from 9am - 9pm
- We pride ourselves on how we look after you and your beauty regime. Our Secret Spa team are available every day from 9am - 9pm to ensure everything runs smoothly. We move heaven and earth to make sure we keep our customers happy.
- Book any time...
- You can book on our easy-to-use app or website at any time. Book for the same day, or organise up to a month in advance. You can book appointments for any time from 7am - 10pm, meaning we can fit around your working schedule. We always do our absolute best to accommodate all appointment requests.
- Request your favourites
- We know it's easy to build up a relationship with your beauty therapist and our app makes it easy to book your favourites. You can mark therapists from previous appointments as your favourites and when you make your next booking, you can send your request directly to them. If they are not available, you can then extend to the rest of our elite professionals.
Free Cancellation
We know plans change...
We offer free cancellation if you cancel over 24 hours in advance of your appointment. If you cancel within 24 hours but we are able rearrange your appointment there will be no charge.
Informações de contato
The Handbag Factory, 3 Loughborough Street, SE11 5RB, London, Reino Unido
- 02070960506
- bookings@secretspa.co.uk
- secretspa.co.uk
4,5
Excelente
5 mil avaliações
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Respondeu a 89% das avaliações negativas
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Avoid this Company - Unreliable
Really disappointing experience with this company. They kept changing my stylist, and eventually they cancelled 48 hours before my visit to Royal Ascot. I will never use this company again, and I would never recommend them to anyone - quite the opposite in fact!
20 de junho de 2026
Avaliação não solicitada
This company goes ABOVE and BEYOND!
I had to write a review because this might be my best example of impeccable customer service. I wanted to get my friend a post-partum massage after her pregnancy but she's based in Brighton and I couldn't use my usual options (Urban.co). I saw Secret Spa have some options in Brighton but I couldn't find the post-partum option. I emailed the team and they proceeded to help make a whole bespoke booking for me by finding a post-partum masseuse in the area, finding dates/times that work for my friend and then confirming the booking. I was truly blown away by the whole experience - they made every step so easy and my friend absolutely adored her massage.
Thank you so much to the team at Secret Spa for their help - special shoutouts to Mariel, Earl and Kim for helping organise the whole thing. I really highly recommend their services.
5 de agosto de 2026
Avaliação não solicitada
Resposta da Secret Spa
Thank you so much for such a wonderful review! It genuinely means so much to hear this and we’re so pleased we could help arrange something special for your friend.
Our team will always do everything we can to help, even when what you’re looking for isn’t quite available as a standard booking, so it’s lovely to hear how much you appreciated the care that went into arranging everything. Most importantly, we’re so happy to hear that your friend loved her massage!
We’ve shared your kind words with Mariel, Earl and Kim, and it really means so much to the team to receive such lovely feedback. Thank you again for taking the time to leave such a thoughtful message and for trusting Secret Spa to help.
Warm wishes,
Mollie
Had hair and makeup done (glamorous) it…
Had hair and makeup done (glamorous) it stated that strip eyelashes were included in the package. Asked the MUA when she will be putting my lashes on, she told me she doesn’t have lashes and I should have requested this, as this is an extra charge!!
I’ve since looked at my booking and their website site which clearly says included. I have also emailed the company, who have said they will look into to this, Lucky for me my sister in law had some eyelashes, so I gave the lady 10 pounds to put them on for me. I don’t think I will be using this service again. This wasn’t cheep either
8 de agosto de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Wendy,
Thank you for taking the time to leave your feedback. We're very sorry for the confusion and disappointment around the lashes during your appointment.
You're absolutely right that strip lashes are included within our Glamorous Make-Up & Hair package and should have been provided as part of your booking. Having looked into this with your make-up artist, unfortunately there was a misunderstanding on her side around what was included within the service, and we're sorry that this impacted your experience.
We're glad your sister-in-law was able to help on the day, although we completely appreciate that you shouldn't have needed to provide your own lashes or pay an additional amount to have them applied. As discussed with you directly, we've refunded the £10 back to your card.
We've also clarified the service inclusions with the artist to help prevent this happening again.
We're very sorry that this left you disappointed with your experience, particularly when you had booked our Glamorous Hair & Make-Up service expecting everything listed to be included.
Warm wishes,
Mollie
I always use Secret Spa
I always use Secret Spa. SO reliable and easy to book
6 de agosto de 2026
Avaliação não solicitada
Very disappointed in this company it…
Very disappointed in this company it was my daughters wedding day I was messaging my hairstylist the night before my daughters wedding all was fine my appointment was at 10 ….then I get a phone call at 9.15 from secret spa saying did I mind changing appointment to 11 which I agree to even tho it made all the plans late, 11 comes and now she can’t make it, no other therapist available so I’m stuck in London no hairdresser don’t know the place. I was falsely led to believe she was just running late, even when I asked could she come later the answer was no absolutely disgraceful way to treat people on this very special occasion, then to add insult offfered me £30 off my next booking, wow do they really believe I would ever re- book.I understand things happen but to mislead me all day is unforgivable not even getting the chance to get another stylist.
Use at your own risk
UPDATE in response to your reply to put on here, it has happened before I have read the negative reviews more than a few times, if it even happens once there should be a complete rethink …not acceptable for people who cannot get that special day back.
1 de agosto de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Sue,
Thank you for taking the time to share your feedback. We are truly sorry that we let you down on such an important day.
We completely understand your disappointment. At the time our team contacted you, we genuinely believed your stylist would still be able to attend later that morning. Unfortunately, the situation then changed unexpectedly and, despite our efforts to find a replacement at such short notice, we were unable to do so. We appreciate this meant you lost valuable time that could have been spent making alternative arrangements, and we are sincerely sorry for the stress and upset this caused on your daughter's wedding day.
We have responded to you directly regarding your complaint and are also reviewing what happened internally with both the therapist and our team to understand how this situation arose and help prevent it from happening again.
Kind regards,
Mollie
Secret Spa has been fabulous
Secret Spa has been fabulous! I’m currently pregnant and have a puppy, so being able to book professional treatments at home is perfect. The app is so easy to use, it’s incredibly convenient, and I’ve always been able to get appointments at short notice. It’s made fitting in a bit of self-care so much easier, and I’d highly recommend it!
16 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Sophie,
Thank you so much for your lovely review. We’re delighted to hear that Secret Spa has made it easier to enjoy a little self-care during your pregnancy, especially with a new puppy keeping you busy too.
It’s wonderful to know you’ve found the app easy to use, the service convenient, and that you’ve been able to book appointments at short notice when needed.
We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm regards,
Mollie
Resposta da Secret Spa
Dear Helen,
Thank you so much for your kind review. We’re delighted to hear you’ve enjoyed the service and found it so convenient.
We look forward to welcoming you back again soon.
Warm regards,
Mollie
If I could give 0 stars I would
If I could give 0 stars I would. My tan is streaky and I am more orange than tanned. I have tried to contact the secretspa team for two days with images and they do not return my calls or emails. My therapist was unhelpful and did not give me any information. She also used the wrong colour for my skin tone. Disastrous communication and very unimpressed.
13 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
We're very sorry to hear about your experience. We completely understand how disappointing this must be, particularly when you were expecting a professional result.
This isn't the standard of service we aim to provide, either in the treatment itself or in our communication. We can see that you've been in touch with our team, and we're currently reviewing your case in full, including investigating the concerns you've raised about the treatment. We'll be in contact with you directly as soon as we've completed this review.
Thank you for your patience while we look into this, and we're sorry again for the frustration this has caused.
Warm regards,
Mollie
I will never use this company again had…
I will never use this company again had my eyebrows threaded and tinted could not believe how she did it. First of all she wanted me to lay on my couch she never came with her own bed like the app said so I said should I just sit on my kitchen chair she said no the couch is better 🤷♀️ I have had my eyebrows done for years never had to lay on a couch she put the dye on first but she used her fingers to put it on she had no clue what she was doing anyway she couldn’t thread too save her life total waste of money £45 and I never asked for her the company changed the therapist 3 times without asking me first I just should of cancelled straight away lesson learned never again
13 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Lisa,
We're incredibly sorry to read this and are deeply disappointed to hear about your experience. This is certainly not the standard of service we aim to provide and we completely understand why you've been left feeling so disappointed.
We take feedback like this very seriously and are currently looking into the concerns you've raised so that we can fully understand what happened. We'll be in touch with you directly as soon as we've completed our investigation.
We sincerely apologise for your experience.
Kind regards,
Mollie
Unreliable - last minute cancellation
Booking was cancelled 30min before my 5.30 appointment, the evening before going on holiday. I was charged and a refund will take 5 to 10 working days. In summary do not use this company if you don’t have time for a back up plan. Of course if I customer cancelled last minute, the company would charge and rightly so
10 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Thank you for taking the time to leave your feedback.
We're very sorry that your appointment didn't go ahead as planned. This is not the standard of service we aim to provide and we completely understand your disappointment.
Your refund was processed immediately after the cancellation, however, it can take 5–10 working days to reach your account depending on your bank.
We also appreciate your comments regarding our cancellation policy. We do have policies in place for both clients and professionals, and any last-minute cancellations by professionals are reviewed internally and handled in line with those policies.
We sincerely apologise for letting you down and hope you'll consider giving us another opportunity in the future.
Best wishes,
Mollie
Big big thank you to Jolanda you really…
Big big thank you to Jolanda you really make my day. I feel so much relief you been such a good support and the professionalism you put into what you do. I really recommend this lady.
6 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Steph
Thank you so much for your wonderful feedback. We’re delighted to hear about your experience with Jolanda and that she was able to provide such professional care and support.
We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm regards,
Mollie
Perfect BIAB
Perfect BIAB. Not only do my nails look beautiful but Nora was neat and tidy and a lovely person too to chat to. I would book her again.
4 de julho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Lynn,
Thank you so much for your lovely feedback. We’re delighted to hear you’re so pleased with your BIAB nails and that you enjoyed your appointment with Nora.
It’s wonderful to know you’d be happy to book with her again. We look forward to welcoming you back again soon.
Warm regards,
Mollie
مستوى النظافة و الخدمة خاصة الحجز و…
مستوى النظافة و الخدمة خاصة الحجز و الإدارة ليس جيد
1 de junho de 2026
Avaliação não solicitada
Damaged nails - Pop Up at Virgin Atlantic Clubhouse LHR
I booked a gel manicure with Secret Spa at the Virgin Atlantic Clubhouse LHR expecting a premium service. Instead, I received a manicure that was visibly uneven, with gel flooded into the cuticles, poor finishing and multiple layers applied to cover mistakes rather than correcting them.
More concerning was the removal process. I explained from the outset that I was wearing Bio Sculpture gel, which the technician acknowledged and discussed. Despite this, the removal took over 40 minutes (not 15 minutes) and involved repeated scraping, leaving my natural nails damaged. Secret Spa later accepted that the service fell below their standards and refunded the treatment, but refused to reimburse the ongoing restorative treatment my damaged nails now require.
Their explanation that the treatment should have been declined is difficult to reconcile with the fact that they accepted the booking, assessed my nails before starting and proceeded with the service. A premium service should come with the appropriate level of expertise and accountability. The manager discussed a complaint from another customer to my nail tech as I was leaving.
I was ultimately left with damaged nails ( white spots, thinness, breaking, sore) and the cost and inconvenience of ongoing treatment. I cannot recommend the service based on my experience.
Update
I have only ever had 3 gel manicures in my life prior to this experience. My nails were in perfect condition. The pictures sent to the founder of the business showed the extensive damage. If my nails were in poor shape no nail technician would have dreamt of performing a gel manicure.
I will be seeking compensation through the Small Claims Court.
1 de abril de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Dee,
Thank you for taking the time to share your feedback. We are incredibly sorry to hear about your experience and fully appreciate how disappointing this must have been.
After reviewing your complaint, we carried out a detailed review with the professional involved. While the therapist had noted that your nails appeared delicate in places before treatment, we also identified areas where the service fell below our expected standards. We have addressed these directly with the therapist as part of our ongoing quality processes.
Throughout our correspondence, we made several attempts to resolve the matter and offered a number of goodwill gestures in addition to a refund. However, we were unable to accept responsibility for ongoing treatment carried out by third-party providers where causation could not be established.
We are genuinely sorry that your experience fell below expectations and appreciate you taking the time to bring this to our attention.
Warm regards,
Mollie
Last minute cancellation, tried to charge extra to rearrange
I booked hair and makeup a month and a half in advance for my brother wedding for my mum and I. 3 weeks after booking the stylist asked if we could move our appointment early which we couldn't do due to a wedding event in the morning. 3 days before the wedding we got an email saying our stylist had cancelled and they couldn't find anyone else. Later on they came back saying they could split our appointments across the times we said we couldn't do, for an extra cost of £21. Awful service, multiple people responding to the same email. No respect for the customer on such important days.
24 de junho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Sarah,
I'm so incredibly sorry to hear about your experience, especially with this being for your brother's wedding.
We completely understand how upsetting it must have been to have your confirmed booking cancelled just a few days before such an important occasion. While we did our best to find an alternative, we're truly sorry that the revised timings didn't work for you.
We're absolutely mortified to hear that you were asked to pay an additional cost after our therapist cancelled your confirmed booking. This is not something we would ever expect a client to pay. The team member assisting you was new and unfortunately made an error when arranging the alternative appointments, and we're so sorry for the confusion and frustration this caused.
We're genuinely so sorry that we let you down on such an important day. This is not the level of service we strive to provide, and we sincerely apologise for the additional stress this caused.
Warm regards,
Mollie
Best kept secret ever
Best kept secret ever! So easy, my treatment was seamless and great.
11 de junho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Clare,
Thank you so much for your lovely feedback. We’re delighted to hear you found the experience so easy and seamless, and that you were happy with your treatment.
We look forward to welcoming you back again soon.
Warm regards,
Mollie
Secret Spa is the best secret
Secret Spa is a great way of having treatments both conveniently and efficiently. I use it regularly as I work full time and they come to my home rather than me trying to fit in treatments in my working day. Would highly recommend.
6 de junho de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Karen
Thank you so much for your lovely feedback. We’re delighted to hear you find Secret Spa such a convenient way to fit treatments around your working day and that you’ve been enjoying the service regularly.
We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm regards,
Mollie
Fantastic for events and last minute bookings
I’ve used secret spa for hair, spray tan and make up for events and holidays and have had a great experience with finding really good practitioners. I’ve also found the customer service to be very helpful. Would definitely recommend.
28 de maio de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Cmcd,
Thank you so much for your lovely feedback. We’re delighted to hear you’ve had such great experiences across hair, spray tan and make-up, and that you’ve found our practitioners and customer service so helpful.
We really appreciate your recommendation and look forward to welcoming you back again soon.
Warm regards,
Mollie
Consistently great experience with Secret Spa
I have used Secret Spa a couple of times recently for an at home spray tan and both experiences with Amanda have bern amazing! The account set up / booking system is super easy to use and very intuitive, and the customer service is outstanding. I will definitely continue to use Secret Spa for this treatment and explore other at-home treatment services moving forward too!
19 de maio de 2026
Avaliação não solicitada
Resposta da Secret Spa
Hi Anna,
Thank you so much for your lovely review.
We’re so pleased to hear you’ve had such great experiences with Amanda and that the booking process and customer service have been seamless from start to finish. It’s wonderful to know the at-home spray tan appointments have been such a success.
We really appreciate your continued support and look forward to treating you again soon, whether for another tan or one of our other at-home services.
Best wishes,
Mollie
Loved loved my treatment with Karolina
Loved loved my treatment with Karolina. So efficient and easy. Came in and just got to it, no fuss, no excessive talking whilst had to work throughout the treatment. Amazing and loved it. Definitely using SS again.
22 de maio de 2026
Avaliação não solicitada
Resposta da Secret Spa
Dear Violet,
Thank you so much for your lovely review.
We’re so pleased to hear you had such a great experience with Karolina and that the treatment fit so seamlessly into your day. It’s wonderful to know you found everything efficient, comfortable and stress-free while you worked.
We’ll be sure to pass your kind words on to Karolina, and we look forward to booking you in again soon.
Warm wishes,
Mollie
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