Crowded, dirty changing rooms, the baths area smelled like canned tuna left out on a sunny day. It's a beautiful building and space, but what a shocking level of (in)cleanliness and hygiene for what's positioned as the ultimate luxury bathouse experience in central London. Yes it has a cozy atmosphere, but the hygge candlelights are just hiding how dirty the place is. I've been to many bathouses around the world and this has been the most disappointing one, especially given the hype around it.
Extremely disappointed with the service.
I purchased a gift certificate and the payment was charged immediately. We booked the appointment well in advance, but the recipient never received the gift certificate by email. It was only after we called again the day before the appointment that it was suddenly sent. It honestly feels like it was never sent until we followed up a second time.
The worst part happened on the day of the appointment. The recipient spent about 1.5 hours traveling to the spa, only to find a sign on the door saying that the location is closed for renovations until July 24.
What is most frustrating is that there was absolutely no notice anywhere. The website still allowed appointments to be booked for dates before July 24, and Google Maps did not mention that the spa was temporarily closed. Even worse, we spoke with your staff the day before the appointment regarding the missing gift certificate, and no one thought to tell us that the spa was closed. How can you confirm appointments and fail to mention that your location isn’t even open?
This is a complete disregard for your customers’ time. The recipient wasted 1.5 hours traveling, and we wasted our money and time. For a spa that presents itself as a luxury experience, this level of customer service and communication is completely unacceptable.
I cannot recommend this place. Be very careful before booking an appointment here.
Absolutely appalling customer service.
We booked our anniversary spa day back in March ($643.31), received a confirmation email, and AIRE immediately charged our credit card and kept our money. We arranged childcare for our daughter, drove all the way downtown, and arrived excited to celebrate our anniversary—only to find the entrance roped off with a sign saying they were closed due to construction.
No email. No phone call. No text. No cancellation notice. No attempt to reschedule. Nothing.
When I called, Paola’s apathetic response was, “Yeah… we’ve been closed since May.” No sorry, no remorse in voice. Her response was pathetic. If you’ve been closed since May, then you’ve had THREE MONTHS to notify customers with existing reservations. Instead, you continued holding our money while allowing us to show up for an appointment that you knew couldn’t possibly happen.
The complete lack of communication is astonishing, but what made it even worse was the utter indifference. There was no genuine apology, no sense of urgency, and no acknowledgment that they’d completely ruined our anniversary plans after we’d spent months planning them and arranged childcare.
This wasn’t a simple scheduling mistake. This was a complete failure of basic business practices. If you know you’re closing for months, you contact your customers. You cancel their appointments. You refund their money. You don’t just keep people’s payments and let them discover the closure after they’ve wasted their time driving into downtown Chicago.
This is one of the most unprofessional customer service experiences I’ve ever had. A company charging luxury spa prices should be capable of sending a simple email. Apparently, that’s too much to ask.
Do better.
La poca profesionalidad en la reserva para usar el Bono regalo de AIRE DE ALMERÍA.
No me han dado la opción de ver como es Aire de Almería.
Hemos estado 3 días para que me confirmaran una reserva en el Aire de Almería de Almería, y desde el primer momento nos dieron largas para no confirmar.
Estuve hablando con 3 personas distintas y ninguna me dio solución cuando llamé con tiempo suficiente.
Nos dijeron, después de dos días que no había sitio, pero casualmente si había sitio teníamos alojamiento en el hotel.
Y la solución que nos dieron fue buscar otro día…solo faltaba que después de tener comprado el bono esa opción no fuera a ser posible.
No se, no tengo nada en contra del SPA, pero si me pareció que me trataron con muy poca profesionalidad en las reservas.
I've been desperately looking to book for a Spot at this place.
When I thought they could have availability they do not.
I'm so sad really wanted to take my husband there on my birthday 07/17/26 coming for a date night and relaxation day.
He booked the trip from DC as my birthday gift.
Wanted to suprise him.
But can't 😓.
I wish I will one day visit this beautiful place ♥️.
Any recommendations people?
Will appreciate it
I know there's nothing like Aire, but would take something close to that.
I was genuinely looking forward to experiencing AIRE, which makes it disappointing to write this review.
My experience never actually made it to the spa—it was entirely with the reservation and customer service process.
When I booked my appointment over the phone, the representative had significant difficulty entering my information. I had to repeat and spell my name and email address multiple times, and despite correcting the email address several times, it was still entered incorrectly. As a result, I never received my confirmation email.
Later that day, I called to see if I could move my reservation to another available time. I was told this wasn’t possible because of AIRE’s 48-hour modification policy. I completely understand that businesses need cancellation policies, and my frustration was never with the existence of the policy itself. It was with the fact that my confirmation email was never delivered due to an error made during the booking process, and I felt there was little interest in considering the circumstances.
I also asked if I could speak with a manager who might have the authority to review my situation, but that request was declined.
What followed was an extended email exchange in which my call recordings were reviewed multiple times to confirm that the policy had been read to me. While I understand why businesses retain recordings, the focus on proving that the policy had been disclosed felt more important than acknowledging the overall customer experience or the fact that my contact information had been entered incorrectly.
Although I was ultimately offered the opportunity to reschedule, by that point the experience had already left me feeling more frustrated than relaxed. When you’re booking a luxury spa, you’re paying not only for the facilities but also for the feeling of being cared for from the very first interaction. Instead, I found myself caught up in policies, call recordings, and lengthy back-and-forth communication. I realized I would likely spend my visit thinking about the interaction rather than relaxing, so I chose not to reschedule.
My hope in sharing this is simply that AIRE considers approaching situations like this with a little more empathy and flexibility. I have no doubt the baths themselves are beautiful, but first impressions matter, and unfortunately mine prevented me from ever experiencing them.
Thanks to the very lovely women’s changeroom attendant Debby for making me feel very welcome and at ease within my first moments in the spa; she really helped the introduction & entry into the spa feel warm & welcoming. And thanks also to my wonderful masseuse named Muei (unsure of spelling)— she has the softest hands I’ve ever felt & was so lovely from start to finish. Also the British man at the front desk, extremely professional and eloquent and polished.. he sets the tone during arrival perfectly.
Aire is a super beautiful & relaxing addition to the Toronto spa lineup. The smell is amazing. I love that they offer mandatory water shoes to be worn at all times. Also I forgot my bathing suit and they had wonderful, high quality, clean bathing suits available for use, which I was so grateful for! It also rained when I went, so the outdoor pool felt just absolutely magical with the rain pouring down. I will actually aim to return on a rainy day for sure. And can’t wait to experience the outdoor pool when it’s snowing too!
100% will be back.
Thank you Aire!
No photos as phones aren’t permitted. 🫶
I had a wonderful time ; intimate and silent . You couldn’t ask for a BETTER SPACE to just relax and unwind . This was my first time and I will for sure be coming back soon . Steam room was amazing ; the peppermint tea … ambiance … phenomenal.10 stars . 🌟🌟🌟🌟🌟🌟🌟🌟🌟🌟
A beautiful space but run in an odd and ultimately unwelcoming way. They are too strict with enforcing the quiet rule (everybody I know who has been there has been scolded by staff to stop talking).
In addition - we paid for a jade roller add on for our massages which we didn’t get. This was raised with the manager when we left and instead of refunding us she suggested we could have it the next time we visited, which in my mind constitutes theft.
Doubt I’ll be back - it’s a bit fur coat no knickers.
The experience was incredible! Definitely the best RMT specialist in the city! The esthetics in the baths are unmatched. It’s a whole experience that makes you forget all your problems from the outside world! Huge thank you to Aaron and his co worker we had an amazing massage that stayed with us for a few days, the whole body was refreshed for multiple days! Will definitely be back!
Verified Company
