Chi, The Spa at Shangri-La, Dubai

Good service

I visited CHI, The Spa at Shangri-La Dubai expecting the level of service and professionalism the brand is known for. Unfortunately, the massage experience itself fell far below expectations. Before any discussion about the treatment, the therapist immediately stated that her work finished at 12:00, despite the receptionist confirming the booking was fine and taking full payment. This was repeatedly mentioned up until the session began, including comments about needing to catch the bus — something that should clearly be handled internally by the spa and booking team, not passed on to the guest. The session itself was uncomfortable and poorly executed. The therapist had long nails, movements were rushed and rough, towels were thrown rather than placed, including a small towel literally thrown over my face to cover my eyes. Limbs were pulled abruptly, with no care, flow, or attention to comfort — something I have never experienced in any spa worldwide, let alone in Dubai, where service standards are typically exceptional. The entire experience was filled with rude and careless moments. I eventually disengaged, as I was fed up and did not feel it was worth arguing during the session. To be fair, the gym and sauna team were excellent — professional, attentive, and exactly what one expects from a hotel of this caliber. Sadly, the spa treatment itself did not reflect the standards associated with Shangri-La or CHI, and I hope this feedback is taken seriously to prevent similar experiences for future guests.

I had an excellent massage experience at Shangri-La Dubai with Zubaida. She was incredibly professional and attentive throughout the session. The massage was deeply relaxing, but the highlight for me was the head massage — it was outstanding and instantly relieved all tension. I left feeling completely refreshed and rejuvenated. Highly recommend Zubaida for anyone looking for a truly relaxing and high-quality massage experience