Just moved to Hong Kong 3 months ago from Jakarta and was recommended by a friend to get a massage at Iyara as it has a couples room. So I made a booking 3 days beforehand, arrived on time and had a good massage. They forgot that the massage was a 90mins full body massage, as they left after 60mins. Shortly after they left, they came back to finish the massage, and then left us to relax and freshen up . While we were freshening up, they kept knocking on the door. After we left the massage room and went to pay, the cashier rudely said to us "I have to charge you for 2hrs massage because it took you too long to freshen up. Our next customer is very angry and is not in a good mood at all." I was shocked and then the cashier was making a rushed calculation and rudely pointed to the calculater syaing "Total HKD2,200". Still in shock and not wanting to make a scene, we paid and left. We got home and feeling very angry I called the main branch to make a complaint. They promised to call back and no-one did. I called again to the Central branch (where we had the massage) and spoke with the receptionist. I asked a simple question of what is the breakdown of the HKD2,200 cost for the massage. She realised that she made a big mistake and called her supervisor, who asked us to come back to get another massage or a partial refund. Luckily we live close by, so returned to collect the partial refund. Upon arrival, the refund on offer was still below the amount that should have been returned and we had to point that out to them and recalculate the amount from their price list. The 90mins massage should have cost HKD650 per person, yet they managed to charge us HKD1,100 for 2 hours! They successfully managed to get everything wrong from when the massage was completed. The worst service I have ever received and lthe lack of explanation on how much they thought we should pay is inexcusable. If this was understood up front, no problems paying additional money. I have never had to pay additional money at any massage for taking time to freshen up after the massage up to 20-30mins. For the amount of money that they charged - I could go to much better locations.
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