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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Veja o que dizem as avaliações
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
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 89% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Resposta da Secret Spa
Dear Josephine
Thank you for your feedback. We’re so pleased to hear you enjoyed your blow dry and that your hair looked great for days afterwards. We hope to welcome you back again soon.
Best wishes,
Mollie
Resposta da Secret Spa
Dear Shaheen,
We deeply appreciate you taking the time to share your experience. It’s wonderful to know you had such a positive appointment with Emily.
Thank you for choosing Secret Spa — we hope to welcome you back again soon.
Best wishes,
Mollie
Carmen was a fantastic therapist
Carmen was a fantastic therapist: Knowledgeable, professional and kind. I had my first ever spray tan. Following my request, she ensured it was subtle and light. I will definitely have one again.
20 de julho de 2025
Resposta da Secret Spa
Dear DJ
Thank you for your feedback. We’re delighted to hear you had such a positive first spray tan experience with Carmen, and that she tailored it just as you’d hoped. We look forward to welcoming you back again soon.
Warm regards,
Mollie
Jess was fantastic!
Jess was professional and friendly. Our hair and make up looked stunning. Very happy and will definitely look to book Jess again.
19 de julho de 2025
Resposta da Secret Spa
Dear Lauren,
Thank you so much for sharing your experience with Secret Spa. We’re delighted to hear that Jess’s expertise made your day even more special, and we’re thrilled to know you were so happy with your hair and makeup. We truly appreciate your kind words and look forward to welcoming you back again soon.
Warm regards,
Mollie
Georgia was fantastic.
19 de julho de 2025
Resposta da Secret Spa
Dear Valerie
Thank you for your wonderful feedback. We’re thrilled to hear about your experience with Georgia and are delighted to know she made your appointment enjoyable.
We hope to welcome you back again soon.
Warm regards,
Mollie
Good result, didn’t enjoy the approach
Extremely thorough in the tan so it was excellent in terms of the finished product. However the therapist was extremely brusque in her manner and I didn’t feel at all at ease.
18 de julho de 2025
Resposta da Secret Spa
Hi Natalie,
Thank you for taking the time to share your feedback. We’re so pleased to hear that you were happy with the result of your tan, but we’re truly sorry to learn that you didn’t feel fully at ease during your appointment.
This isn’t the experience we aim to provide, and we’ll be sharing your feedback with the therapist to ensure we maintain both excellent results and a warm, welcoming approach.
Thank you again for helping us improve. If you would like to discuss this further, please don’t hesitate to reach out to our client concierge team at bookings@secretspa.co.uk.
Warm regards,
Mollie
Rearranging
I booked a spray tan for yesterday morning. Secret Spa rang me to say Amanda wouldn't make the appointment as her car had broken down. They asked if she could come today. They rearranged the booking for 3.30pm today. I have recieved a message from Amanda asking if she can arrive at 4.30 instead. I rang Secret spa and asked if they could cancel the booking and give me a refund as this has been changed twice and neither times by myself. I'm getting married in 2 days and I'm now quite stressed for the rearranging by secret spa and would rather not have a spray tan. They refused to give me a refund. I had to become quite blunt on the phone and say I'm sure it's not company policy to allow customers to pay for a booking that isn't fulfilled and to change the booking twice. Neither of which are my fault. She said she will speak to some people in the office and send me an email with the result. I emailed them myself in this time repeating what I said on the phone. I did not mind paying more than a usual salon for what I thought would be a trustworthy and professional experience. Kim contacted me cancelling the booking, giving me a full refund and 20% of the value of the booking as credit for a future booking.
30 de julho de 2025
Avaliação não solicitada
Resposta da Secret Spa
Dear Helly,
Thank you for sharing your feedback, and I want to start by sincerely apologising for the experience you had with your spray tan booking. We completely understand how stressful it must have felt, particularly so close to your wedding day, to have your appointment rearranged twice.
Unfortunately, Amanda experienced an unexpected car breakdown, which led to the changes to your booking. Our team initially believed she would still be able to make the appointment, which is why your refund wasn’t processed immediately. As soon as it became clear that she wouldn’t be able to attend, we cancelled the booking in full, issued your refund, and applied a 20% goodwill credit to your account.
While we always aim to provide a seamless and reliable service, we regret that we fell short for you on this occasion. We hope we can restore your confidence in Secret Spa in the future.
Wishing you a wonderful wedding day. 💛
Warm regards,
Mollie
I received a text cancelling my…
I received a text cancelling my appointment one hour before it was due to begin. I had already booked the entire afternoon off work and booked a make-up artist for the subsequent day so that she could trial my wedding make-up with my fake tan colour. Hundreds and hundreds of pounds down the drain (not to mention I had paid for the entire secret spa appointment up front).
I tried to liaise with Secret Spa. I sent them an email- no reply. I called them - no reply. I waited on their chat function for ages, clicked the "real person" option, waited for 20 minutes and then the "real person" told me to send them an email.
Would never use again and would CERTAINLY never use for any occasion that is remotely important. Will be recommending that all of my friends stay away.
28 de julho de 2025
Avaliação não solicitada
Resposta da Secret Spa
Dear Miranda,
We’re so sorry for the last-minute cancellation and the stress it caused - especially with it being part of your wedding prep. The professional messaged us at the same time as you to let us know about a family emergency, and we immediately began trying to find another therapist. I’m so sorry we weren’t able to secure a replacement in time.
We’ve also looked into your correspondence and are very sorry that your call and email didn’t reach us. I can see your chat message wasn’t picked up quickly enough, which falls short of the service we aim to provide. I’m truly sorry you weren’t properly supported when you needed us.
My supervisor is following up with you via email and would love to make it up to you if you'd be open to giving us another chance.
Warm wishes,
Mollie
I was a little apprehensive having…
I was a little apprehensive having someone I don't know coming to my house and doing my make up....but what a wonderful experience it was..Laura is amazing, she understood exactly what I wanted, I don't know how from my explanation (first time I have had this)
My makeup looked amazing, and stayed on for the whole day, it would have stayed on the next day as well if I hadn't had to take it off, What a lovely lady Laura is, made me really relaxed. I can't praise her enough. I will definitely be doing this again when I have a special function or maybe just because I want to as I felt so special. Thank you so so much
26 de julho de 2025
Avaliação não solicitada
Resposta da Secret Spa
Hi Janice,
Thank you so much for your lovely message – we’re absolutely delighted to hear that your first experience with us was such a positive one.
We can’t wait to welcome you back soon.
Warm regards,
Mollie
Such an Amazing Girl and excellent look achieved.
Such an Amazing Girl - Jo was not only wonderful at her job but made me feel very confident about my look. I recommend her 200% - I have had many make-up artists work on me but rarely had such attention to detail. She genuinely loved her job and I will definitely get her again. She smiles and is good natured so makes you feel very comfortable. A true gem!
12 de julho de 2025
Resposta da Secret Spa
Hi Gillian,
Thank you so much for your lovely feedback. We’re absolutely delighted to hear that Jo made such a positive impression and helped you feel so confident and comfortable.
We’d love to welcome you back again soon!
Warm regards,
Mollie
Perfect
Perfect! I absolutely loved Vyctoria. She was on time, super professional and very talented.
12 de julho de 2025
Resposta da Secret Spa
Dear Megan,
Thank you so much for your kind words. I’m absolutely delighted to hear you had such a great experience with Victoria!
We look forward to welcoming you back soon.
Warm regards,
Mollie
Excellent customer service
Secret Spa was great in finding me a hairdresser in an area that I was not from. They were super helpful in finding me a replacement hairdresser too when my hairdresser couldn’t fit me in. The customer service was excellent with constant updates and sending me profiles to view.
12 de julho de 2025
Resposta da Secret Spa
Dear Kelsey,
Thank you so much for your lovely feedback. I’m so pleased to hear that you felt well looked after and that our team were able to support you in finding the right hairdresser, even with the last-minute change.
We hope to welcome you back again soon!
Warm regards,
Mollie
Resposta da Secret Spa
Dear Anna,
Thank you so much for taking the time to leave us such a kind review. We’re so pleased to hear that you had a great experience and found the service both professional and pleasant.
We really appreciate the recommendation and hope to welcome you back again soon.
Warm regards,
Mollie
Definitely recommend
Laura was great, very professional and friendly and had a good selection of colours to choose from. Nails look fab, would definitely recommend and use again!
8 de julho de 2025
Resposta da Secret Spa
Dear Gemma,
Thank you so much for your lovely review. We’re delighted to hear you had such a great experience with Laura and that you’re pleased with how your nails turned out!
I’ve made sure Laura is added to your list of favourite professionals so you can request her again next time.
We really appreciate the recommendation and look forward to welcoming you back soon.
Warm regards,
Mollie
Reliable and flexible
Fast, efficient and did the styles completely as asked. Also really appreciated fitting us in on a Sunday morning when we needed it most. Would highly recommend.
6 de julho de 2025
Resposta da Secret Spa
Dear Jennifer,
Thank you so much for taking the time to leave such a lovely review. We’re so pleased to hear that you were happy with the styles and found the service reliable and flexible—especially on a busy Sunday morning!
We truly appreciate the recommendation and hope to welcome you back again soon.
Warm regards,
Mollie
Resposta da Secret Spa
Hi Jamie,
Thanks so much for your kind words! We’re thrilled to hear you loved the tan and had such a great experience.
We look forward to welcoming you back again soon.
Warm regards,
Mollie
Roxanna is amazing
Roxanna is amazing. The whole process was so easy and good. Price is fair.
3 de julho de 2025
Resposta da Secret Spa
Dear Rachelle,
Thank you so much for your lovely review. We’re so pleased to hear that you had such a smooth and positive experience, and that Roxanna took great care of you.
We really appreciate your kind words, and we look forward to welcoming you back again soon.
Warm regards,
Mollie
Perfect option for at home treatments
I booked a spray tan through a secret spa to help me fit bridesmaid prep into my hectic work schedule and I'm so glad I did! My therapist was brilliant, professional, put me at ease and made spot on recommendations tailored to me. Helped to take a bit of stress out of a very stressful few days.
2 de julho de 2025
Resposta da Secret Spa
Dear Yasmin,
Thank you so much for taking the time to feed back on your appointment. I'm so pleased to hear you had a great experience with us
We’re glad we could be part of your special preparations and truly appreciate your kind words. We hope to welcome you back again soon.
Warm regards,
Mollie
Brilliant
Brilliant. Shereen came round and gave us spray tans in the kitchen and eyelash tints on the sofa. Faultless.
1 de julho de 2025
Resposta da Secret Spa
Dear Frankie,
Thank you for taking the time to share your lovely feedback. We’re so pleased to hear Shereen made your at-home appointment feel so effortless and enjoyable.
We’re thrilled everything went smoothly and hope to see you again very soon.
Warm regards,
Mollie
Communication was great from Secret…
Communication was great from Secret Spa. The hair/make up artist ran 45 minutes late but she was efficient and listened to the brief. I had lots of compliments about my make up and up do.
12 de julho de 2025
Avaliação não solicitada
Resposta da Secret Spa
Dear Kendall,
Thank you so much for your feedback. We’re thrilled to hear you were pleased with your hair and makeup and that you received so many lovely compliments on the day!
We’re really sorry for the delay with your artist’s arrival — we completely understand how that can add pressure when you’re getting ready for a special event. We’re glad she was able to work efficiently and still deliver the look you had in mind, and we truly appreciate your patience and understanding.
We hope to have the chance to look after you again soon.
Warm regards,
Mollie
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