One&Only Royal Mirage Resort Dubai at Jumeirah Beach

I had a deeply disappointing experience with the One&Only spa booking process. I bought an expensive gift voucher as a special birthday present for my mother. Unfortunately, due to unforeseen illnesses with her children, she was unable to use the voucher before it expired. When she reached out to the spa to request an extension, they assured her that they would follow up but never did.

I had to take it upon myself to visit the spa multiple times after work to get an update. I was promised a response that never came on my first visit, which prompted my second. The lack of communication and empathy was incredibly frustrating, especially given the reason behind this gift. The only solution they were willing to offer was an upgrade on our next purchase, which I found laughable after this experience.

I had really hoped to gift my mother with a relaxing experience after all she’s done for us, but it’s clear that One&Only does not prioritize customer care. While I cannot comment on the spa facilities themselves, the poor service and lack of empathy are enough for me to advise against purchasing gift vouchers from One&Only. It may be better to give cash as a gift, as the restrictions and poor service make the voucher more of a burden than a treat.

I had high expectations based on recommendations, but my birthday massage experience was very disappointing (It was a gift voucher).
The massage was average with no proper technique, and I had bad lower back pain the next day. The spa felt more like an office than a relaxing space, with staff noisily walking and chatting around. It was uncomfortable to have too many female staff members standing and staring in the dressing room and pool area, leaving no privacy.

The reception upstairs was rude and snobby when I asked about the relaxation room, despite the downstairs reception confirming we could use it. After the massage, no one showed us the facilities or relaxation room, making it feel like they just wanted us to leave quickly. For a luxury spa, I expected better-trained staff and a more welcoming atmosphere. This was one of the weirdest spa experiences I've had & I tried so many Spas in my life.

Don’t waste your money on the One & Only Hammam and Spa. The spa is noisy and hectic, with no regard for volume control or attempt to create a relaxed environment. After a very average massage, no tea or water was offered and instead I found out that the steam room doesn’t work, and the sauna that only fits two people already has four people crammed into it. Least relaxing spa visit ever.

I experienced a ritual which consisted in a scrub, 90 min massage and facial.

The gentleman at the front desk was very welcoming and professional unfortunately this is the only positive note of this experience.

I upgraded to 90 min massage instead of 60min as I usually enjoy longer massages except this time I was looking forward to the end and I finally asked to switch to the facial as I wasn’t enjoying the very basic massage I was provided with.

The massage especially on my arms and legs consisted in rubbing back and forth with hot stones and hands, I was waiting for a little more technique by coming to this spa.

To end the experience, I was directly sent to the locker room which surprised me so I had to inquire if I could use the resting area after my « 2hour » ritual, the therapist seemed surprised but took me there.

I expressed my disappointment while leaving the spa and was told I would be contacted to hear more about my experience. This was last Monday since then no one tried to reach out.