SO
Steam on Main Spa Sugar Hotel
Unclaimed Business
SO
Steam on Main Spa Sugar Hotel
Unclaimed Business
1 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
Ranked In Travel & Vacation
#9NPS Score
0Unlikely
Ranking
#9
in Travel & Vacation
NPS Score
0
Recommended: Unlikely
Review Distribution
1|1 Reviews
Jun '25 - May '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencetI
tasneem I
1 reviews | Active since Jan 2020
2 Jun 2025, 14:11
The worse ever service
Good Day Couple massage at 11 am on the 24 May 2025, please see attachment. Mrs Isaac's Thank you, confirmed. Show quoted text Good Day I am just enquiring if we are still on for tomorrow at 11am Many Thanks Mrs Isaacs Subject: Apology for Missed Appointment Dear Steam, I sincerely apologize for missing my appointment. I was unexpectedly rushed to the hospital and have been receiving treatment. God willing, I will be discharged in the coming week and will make contact as soon as possible to reschedule. I'm truly sorry for any inconvenience caused and appreciate your understanding. Kind regards, Mrs Isaac's On Sat, 31 May 2025, 10:36 am Steam On Main, <info@steamonmain.co.za> wrote: Show quoted text Subject: Urgent: Voucher Validity and Missed Appointment Due to Hospitalization Dear Customer Service Team], I trust this message finds you well. I am writing to express my concern regarding the forfeiture of my voucher, which remains valid until the end of June. I find it disheartening that the voucher is now considered void, despite the fact that I was recently hospitalized — a situation entirely beyond my control. During this difficult time, contacting your offices was understandably not a priority. I believe that under such circumstances, a more compassionate and flexible approach should be considered. Furthermore, I would like to point out that services like STEAM provide courtesy calls on the day of the appointment, which is a practice I feel should be standard to prevent such misunderstandings. Given that the voucher was purchased and paid for, I would appreciate the opportunity to escalate this matter for fair reconsideration. I am requesting either a reinstatement or extension of the voucher as a gesture of goodwill and in recognition of the unforeseen medical emergency I experienced. Thank you for your time and understanding. I look forward to a favorable response. Kind regards, [Mrs Isaac's
Helpful (0)
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tasneem I
1 reviews | Active since Jan 2020
2 Jun 2025, 14:11
The worse ever service
Good Day Couple massage at 11 am on the 24 May 2025, please see attachment. Mrs Isaac's Thank you, confirmed. Show quoted text Good Day I am just enquiring if we are still on for tomorrow at 11am Many Thanks Mrs Isaacs Subject: Apology for Missed Appointment Dear Steam, I sincerely apologize for missing my appointment. I was unexpectedly rushed to the hospital and have been receiving treatment. God willing, I will be discharged in the coming week and will make contact as soon as possible to reschedule. I'm truly sorry for any inconvenience caused and appreciate your understanding. Kind regards, Mrs Isaac's On Sat, 31 May 2025, 10:36 am Steam On Main, <info@steamonmain.co.za> wrote: Show quoted text Subject: Urgent: Voucher Validity and Missed Appointment Due to Hospitalization Dear Customer Service Team], I trust this message finds you well. I am writing to express my concern regarding the forfeiture of my voucher, which remains valid until the end of June. I find it disheartening that the voucher is now considered void, despite the fact that I was recently hospitalized — a situation entirely beyond my control. During this difficult time, contacting your offices was understandably not a priority. I believe that under such circumstances, a more compassionate and flexible approach should be considered. Furthermore, I would like to point out that services like STEAM provide courtesy calls on the day of the appointment, which is a practice I feel should be standard to prevent such misunderstandings. Given that the voucher was purchased and paid for, I would appreciate the opportunity to escalate this matter for fair reconsideration. I am requesting either a reinstatement or extension of the voucher as a gesture of goodwill and in recognition of the unforeseen medical emergency I experienced. Thank you for your time and understanding. I look forward to a favorable response. Kind regards, [Mrs Isaac's
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Replies (0)PR
Peter R
1 reviews | Active since Jan 2020
24 Apr 2024, 13:39
Terrible experience.
Firstly, the "spa" is a tiny little room with badly frosted glass right against the back of the reception desk. You can hear the phone ringing and people talking clearly. Secondly, my massage the****** was sick. She coughed a number of times and one point I asked if she was sick and she said "yes". She wasn't even wearing a mask. Nothing changed and she continued to breathe on me and cough in the room. I should have just left. Thirdly, at one point she was massaging my hand with one hand, seemingly distracted, so I looked up and she was looking at her phone. So unprofessional. Lastly, the bed had a mildly unpleasant smell underneath it, like mildew or something. There were 0 nice smells in the room whatsoever, not even from the massage oil. Do not recommend.
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Peter R
1 reviews | Active since Jan 2020
24 Apr 2024, 13:39
Terrible experience.
Firstly, the "spa" is a tiny little room with badly frosted glass right against the back of the reception desk. You can hear the phone ringing and people talking clearly. Secondly, my massage the****** was sick. She coughed a number of times and one point I asked if she was sick and she said "yes". She wasn't even wearing a mask. Nothing changed and she continued to breathe on me and cough in the room. I should have just left. Thirdly, at one point she was massaging my hand with one hand, seemingly distracted, so I looked up and she was looking at her phone. So unprofessional. Lastly, the bed had a mildly unpleasant smell underneath it, like mildew or something. There were 0 nice smells in the room whatsoever, not even from the massage oil. Do not recommend.
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Replies (0)DK
Danja K
1 reviews | Active since Jan 2020
11 Oct 2023, 07:40
Shockingly rude service and attitude
We booked a massage and meal, and on the day are told the kitchen closes at 3 so we cant have a hot meal. I called management, who shouted at me on the phone, and slammed the phone down in my ear. I am extremely disappointed and will make sure to inform friends family and social media of this incident. Terrible service, rude and unprofessional.
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Danja K
1 reviews | Active since Jan 2020
11 Oct 2023, 07:40
Shockingly rude service and attitude
We booked a massage and meal, and on the day are told the kitchen closes at 3 so we cant have a hot meal. I called management, who shouted at me on the phone, and slammed the phone down in my ear. I am extremely disappointed and will make sure to inform friends family and social media of this incident. Terrible service, rude and unprofessional.
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Replies (0)TM
Trevor M
1 reviews | Active since Jan 2020
1 Jul 2023, 08:06
I was racially profiled!
Kindly note that I have paid for 2 vouchers for a spa and meal treatment at Sugar Hotel Cape Town Greenpoint today. I called them at 8:30 am to make reservations as the website didn't allow that option. At 5:30 pm I managed to get through to them and asked to be directed to the Spa as they are apparently in different divisions. The lady by the name Lelo answered and asked me what promotion I bought, I informed her that it was for three people and she seemed to have an attitude that I will not be paying cash. She went as far as pretending as if she was going to confirm any openings for tomorrow and came back after a minute saying that the next opening will be next month in August. With that in mind, I then asked a white female friend of mine to call as I was skeptical as I was really believing that I am being racially classed, ironically by someone who is the same color of my skin. My friend called and she was given 1 and or 2 pm tomorrow 30/06/23. With so much rage I took over the call and wanted to confirm when this opening came about as I just called and was informed that the next one will be in August. The lady then gave me a so much attitude and spoke in isiXhosa as soon as she realized that It was me that was on the line as she spoke to me less than `5 minutes ago and dropped my call without any remorse or afterthought to call me back. Not only am I utterly disgusted by this sequence of events, but I am also disappointed that with the bad reviews that the hotel has there are still people within the organization who can still afford to align with the poor ratings that the Hotel has received both on Google and on Social Media. I in all honesty was looking forward to this outing however am really doubtful due to the gross service that I have received thus far.
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Trevor M
1 reviews | Active since Jan 2020
1 Jul 2023, 08:06
I was racially profiled!
Kindly note that I have paid for 2 vouchers for a spa and meal treatment at Sugar Hotel Cape Town Greenpoint today. I called them at 8:30 am to make reservations as the website didn't allow that option. At 5:30 pm I managed to get through to them and asked to be directed to the Spa as they are apparently in different divisions. The lady by the name Lelo answered and asked me what promotion I bought, I informed her that it was for three people and she seemed to have an attitude that I will not be paying cash. She went as far as pretending as if she was going to confirm any openings for tomorrow and came back after a minute saying that the next opening will be next month in August. With that in mind, I then asked a white female friend of mine to call as I was skeptical as I was really believing that I am being racially classed, ironically by someone who is the same color of my skin. My friend called and she was given 1 and or 2 pm tomorrow 30/06/23. With so much rage I took over the call and wanted to confirm when this opening came about as I just called and was informed that the next one will be in August. The lady then gave me a so much attitude and spoke in isiXhosa as soon as she realized that It was me that was on the line as she spoke to me less than `5 minutes ago and dropped my call without any remorse or afterthought to call me back. Not only am I utterly disgusted by this sequence of events, but I am also disappointed that with the bad reviews that the hotel has there are still people within the organization who can still afford to align with the poor ratings that the Hotel has received both on Google and on Social Media. I in all honesty was looking forward to this outing however am really doubtful due to the gross service that I have received thus far.
0
Replies (0)MW
Micaela W
1 reviews | Active since Jan 2020
24 Feb 2023, 11:13
THE WORSE EXPRIENCE IN A SPA
I had experienced the WORSE massage I could possible have received. My husband and I went for a couple massage(as it was a wedding gift) before we arrived at steam on main I called to confirm my appointment, but the client services that I received by the Receptionist and the Ladies infront has no way of speaking to any of there clients as well as welcoming us. We went into the massage area the lady has NEVER asked me if the pressure is okay or if I am okay during the course of the massage. Instead during the course of the massage she started using her elbow. I turned around and specifically told her that wherever she is pressing on now is extremely sore and me thinking she is probably just massaging the tension out. She continued doing the same thing and I was so tense that she kept on telling me to relax ,because it WAS EXTREMELY PAINFUL. this has happened on the Monday 20th February 2023 at 5pm and on Wednesday the pain was so unbearable it cost me doctor fees to go and check out my shoulders only for it to be swollen and looking like speedbumps on my shoulders. This has really impacted me that I had to stay out of work due to this lady being so unethical and not listening to me when I strictly told her she was hurting me. I would not recommend this spa at all as this has caused unbearable pain and doctor fees that I never had.
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Micaela W
1 reviews | Active since Jan 2020
24 Feb 2023, 11:13
THE WORSE EXPRIENCE IN A SPA
I had experienced the WORSE massage I could possible have received. My husband and I went for a couple massage(as it was a wedding gift) before we arrived at steam on main I called to confirm my appointment, but the client services that I received by the Receptionist and the Ladies infront has no way of speaking to any of there clients as well as welcoming us. We went into the massage area the lady has NEVER asked me if the pressure is okay or if I am okay during the course of the massage. Instead during the course of the massage she started using her elbow. I turned around and specifically told her that wherever she is pressing on now is extremely sore and me thinking she is probably just massaging the tension out. She continued doing the same thing and I was so tense that she kept on telling me to relax ,because it WAS EXTREMELY PAINFUL. this has happened on the Monday 20th February 2023 at 5pm and on Wednesday the pain was so unbearable it cost me doctor fees to go and check out my shoulders only for it to be swollen and looking like speedbumps on my shoulders. This has really impacted me that I had to stay out of work due to this lady being so unethical and not listening to me when I strictly told her she was hurting me. I would not recommend this spa at all as this has caused unbearable pain and doctor fees that I never had.
0
Replies (0)LH
Lindsay H
1 reviews | Active since Jan 2020
23 Nov 2022, 11:47
23.11.2022
I am forced to lodge a complaint with the company due to the extreme discomfort I've been experiencing since my massage on the 17th of November which took place at 2pm. During the massage I was asked if the pressure was good enough, of which I responded you may apply more pressure. She then mentioned it's the hardest she can apply. She then resorted in using her elbow to apply pressure and method of massaging. By using this method, she hurt my spine, shoulder blades and lower back bone. This has caused me restless nights and I can't even sit in the car without feeling discomfort. While she was using the elbow method, I did mention to her that it was too hard. She then responded that I asked for extra pressure of which I in turn responded that it was her bone (elbow) which hurt me. I am standing on day 3 of which by now I thought would have gotten better instead it's worse. I want you follow the correct complaint procedure in respect of the company and workers. Should you not be able to remedy the situation, I am compelled to take matters further which I'm trying to avoid. My wife is witness to the situation as well did a couple's massage. This discomfort has resulted in me not being able to manage my daily tasks (work). I'm a small business owner which I require to be on the road 80% of the time, thus negatively affecting me as I cannot fulfill the full daily tasks. This affects me financially. The above complaint was sent to the company Steam on main on the 20.11.2022 and yet to receive any feedback from them. They are creating an iron fist which I am trying to avoid.
Helpful (0)
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Lindsay H
1 reviews | Active since Jan 2020
23 Nov 2022, 11:47
23.11.2022
I am forced to lodge a complaint with the company due to the extreme discomfort I've been experiencing since my massage on the 17th of November which took place at 2pm. During the massage I was asked if the pressure was good enough, of which I responded you may apply more pressure. She then mentioned it's the hardest she can apply. She then resorted in using her elbow to apply pressure and method of massaging. By using this method, she hurt my spine, shoulder blades and lower back bone. This has caused me restless nights and I can't even sit in the car without feeling discomfort. While she was using the elbow method, I did mention to her that it was too hard. She then responded that I asked for extra pressure of which I in turn responded that it was her bone (elbow) which hurt me. I am standing on day 3 of which by now I thought would have gotten better instead it's worse. I want you follow the correct complaint procedure in respect of the company and workers. Should you not be able to remedy the situation, I am compelled to take matters further which I'm trying to avoid. My wife is witness to the situation as well did a couple's massage. This discomfort has resulted in me not being able to manage my daily tasks (work). I'm a small business owner which I require to be on the road 80% of the time, thus negatively affecting me as I cannot fulfill the full daily tasks. This affects me financially. The above complaint was sent to the company Steam on main on the 20.11.2022 and yet to receive any feedback from them. They are creating an iron fist which I am trying to avoid.
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Replies (0)SJ
Sumaya J
1 reviews | Active since Jan 2020
13 Oct 2022, 21:28
STEAM ON MAIN (SUGAR HOTEL) WORST SPA TREATMENT ESTABLISHMENT
I had the worst experience yesterday at Steam on Main Spa (Sugar Hotel - Green Point). I made a booking for 2 more than a week in advance for Wednesday, 12 October. Lelo took my booking and confirmed all was in order. When I got there 15 minutes before the time I was told another lady is waiting for the same time slot. I told them I don't know the lady and that my friend arrived that was going to have the spa treatment too (my booking for 2). The unknown lady that was there made a booking for a spa treatment for the same time the day before the time (11 October). Because there are only 2 spa rooms I was told that there is only room for 1. I refused to accept it and said my booking was made more than a week before and the other lady a day before so it was just proper to let my friend and I have the booking slot. I was told in a very unprofessional, unfriendly and rude way by Lelo that she knew she made a mistake by not diarising the appointment but we cannot have the booking. I refused to cancel for another day as suggested by Lelo. It took more than 20 minutes for the issue to be sorted out when the manager (his name was not given) spoke to the other lady who made the booking the day before the time. My friend and I were eventually told that the spa rooms were ready for us. We received no apologies or interaction from the manager. Our spa treatment was supposed to be for 1 hour but because it took the staff more than 20 minutes to sort out the issue we had a 40 minute spa treatment even though I paid for 1 hour's treatment. This is the worst service I have received from such an establishment.
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Sumaya J
1 reviews | Active since Jan 2020
13 Oct 2022, 21:28
STEAM ON MAIN (SUGAR HOTEL) WORST SPA TREATMENT ESTABLISHMENT
I had the worst experience yesterday at Steam on Main Spa (Sugar Hotel - Green Point). I made a booking for 2 more than a week in advance for Wednesday, 12 October. Lelo took my booking and confirmed all was in order. When I got there 15 minutes before the time I was told another lady is waiting for the same time slot. I told them I don't know the lady and that my friend arrived that was going to have the spa treatment too (my booking for 2). The unknown lady that was there made a booking for a spa treatment for the same time the day before the time (11 October). Because there are only 2 spa rooms I was told that there is only room for 1. I refused to accept it and said my booking was made more than a week before and the other lady a day before so it was just proper to let my friend and I have the booking slot. I was told in a very unprofessional, unfriendly and rude way by Lelo that she knew she made a mistake by not diarising the appointment but we cannot have the booking. I refused to cancel for another day as suggested by Lelo. It took more than 20 minutes for the issue to be sorted out when the manager (his name was not given) spoke to the other lady who made the booking the day before the time. My friend and I were eventually told that the spa rooms were ready for us. We received no apologies or interaction from the manager. Our spa treatment was supposed to be for 1 hour but because it took the staff more than 20 minutes to sort out the issue we had a 40 minute spa treatment even though I paid for 1 hour's treatment. This is the worst service I have received from such an establishment.
0
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