I would like to share some feedback regarding my recent experience at the Chuan Spa. I will pre-empt this by saying I have worked as a Manger within a Services business for a long time and I’m aware some people are unrealistically and unreasonably difficult to please – I however am not one.
I was excited to find a package on your website for Mother’s Day which included a massage, facial, champagne, dessert platter, valet parking and some Babora products to take home. As my mum and I have had a tough year I decided to shell out the $360 for the package and book it in.
I’m afraid to say that from start to finish my experience with your spa was memorable for all the wrong reasons. From bad beginnings, we were left sitting on the couch ten minutes past our scheduled treatment time before the receptionist noticed and went to check up on where our therapists were. We were then greeted and led into our treatment room which was beautiful. Both of us were consulted by our assigned beauty therapist and this is where things started to go south. I firstly noticed multiple discrepancies in the things were asked and offer e.g I was offered a choice of oils and scents my mother was not, she was offered a choice of hair mask or oil treatment however I was not etc. now look I can deal with this however neither of us could shake the feeling that we were being offered varying levels of service despite being booked in for the same treatment and this created a sense of missing out.
I wish this was my only complaint however my therapist then made the following comment “just to let you know, I have an open wound so I’ll be wearing a surgical glove today which will not affect your treatment”……… now if I was going to compile a list of things you don’t want to hear before getting a facial and massage at a 5 star spa I would predict that statement would be pretty high up there. Feeling shocked, I was too mortified to raise my concerns as I was offered no chance to reply or request another therapist. My treatment was about as relaxing and enjoyable as you could imagine having a silicone surgical glove smothered in oil sloshed round your back and face could be. The glove squeaked and rolled up, making for an incredibly frustrating and uncomfortable experience, I was honestly glad when it was over.
Hoping that a glass of champagne and a dessert platter would rectify the situation I was even more disappointed that the allergy issues I raised were not catered to. Breaking it down; I asked for 1 x gluten free serving for my mother who is intolerant and 1 x nut free for myself as I suffer anaphylactic reactions. Instead what arrived was 1 x nut/gluten free platter and 1 x normal… I voiced the error and was stared at by the girls delivering the platters until I backed down and said it was fine. Embarrassed and made to feel like a nuisance, neither girl offered to rectify the issue and my mother and I were left to share two strawberries, a piece of rockmelon and some jam.
At this point my relaxing spa day was so far gone I just wanted to leave, still trying to put on a brave face so as not to spoil my mother’s experience. As we approached the front desk to leave we were left waiting for 5 minutes while another guest heatedly complained about their experience to the receptionist before she was able to address us. I enquired about our promised Babora products as no one had brought them to us and she then proceeded to interrogate me asking me my first name, last name, mobile number, appointment time, email address, “do you have your voucher” – no I already handed it in when we arrived, proceeds to search through redeemed vouchers before locating and begrudgingly handing over the little sample bottles and wishing us a frazzled farewell.
Fresh air! Glad for the spa saga to be over, safe to say I was exceedingly annoyed when I was told to return to the spa to have my valet ticket stamped – would have been nice to have been offered this at some point during the visit however clearly organisation is not a strong point of the Chuan Spa.
Look, as I mentioned I’m not a difficult customer – I merely hoped to receive what I paid $360 for from a reputable spa. But as you have read above this experience was a disaster from start to finish and I hope no one endures the same disappointment we did.

This is an excellent 5 star hotel with 5 star facilities. We had the Serenity Shen couples package and the service was excellent. We were given robes and sandals to change into and advised to arrive 15 to 30 mins prior to make use of the complimentary tri-bathing ritual.
The gym and spa were amazing as we soaked in the beautiful views of Flinders Street.
We had herbal teas as we filled out the questionnaire which determined the type of massage and facial we would get.
Once this was completed we were lead into the our treatment room which was like a relaxation room with our private shower and toilet and a nice soak in the geisha tub as we snacked on delicious canapes and sipped on a really delightful lychee juice drink.
The treatments (massage and facial) were amazing and you can definitely see why the pricing is higher than your standard suburban salons.
In summary, if you are looking for a place to really indulge with your girlfriends, to treat yourself or your partner -- THIS IS THE PLACE! One of the best spas in Australia.

If it's for a special occasion, I would just do it in style at the absolutely grand and opulent Langham Hotel, Melbourne.

Highly recommended!

The quality of the service is AMAZING!

The experience to be had here, is second to none. The staff are very friendly, they give you a robe and a locker and sandals to wear and then take you into the waiting area. Here they have lounges for you to relax on, offer herbal teas and water, and give you a survey to fill out. The masseurs then take you to a beautiful decorated and scented room where they review your survey and ask which aromas appeal to you by letting you smell each of them, they then rate them and make a personalised concoction of massage oils and essences.

The rooms themselves are beautiful, with comfortable beds, relaxing music and a temperature to your liking. They also have showers in the room where you can shower off after treatments such as scrubs.

In the changerooms there is also a snail shower, hyrdrotheraphy and a sauna which you are able to use. They also give you acess to the hotel's pool and spa.

It is quite pricey, but more reasonable than other day spas at the hotels in melbourne's CBD. The quality of the service and the experience is a must have!