Glow Spa Kingston

I unfortunately had two disappointing experiences with GLOW. The first appointment was rescheduled due to the weather, which I completely understand — no issue there. However, for the second appointment, I had confirmed the time by email, and when I arrived, I was told the appointment wasn’t even registered. At no point was I informed that a follow-up phone call was required to validate the booking. Apparently this is an internal procedure — but like many people, I don’t answer unknown or unexpected numbers. And since I had already confirmed in writing, nothing indicated that this wouldn’t be enough. Especially since a friend of mine had booked with them before with no phone call required, and everything went smoothly. After I emailed to simply express my feelings and understand what happened, the “Kindly Asst. General Manager” apologized but followed with long justifications that implied I was partly responsible. I was only looking for understanding and acknowledgment, but I didn’t feel heard. The handling of the situation, customer follow-up, and complaint resolution was not effective. In fact, it had the opposite effect: a simple message of understanding, clear accountability, or even a small commercial gesture — even something like 15% off — would have made a huge difference and would have encouraged me to rebook. No gesture was offered despite two missed appointments and time lost. The front desk staff was lovely and very professional, but the internal organization and the way customer concerns are managed definitely need improvement. I will not be coming, which is unfortunate, because with clearer communication, better customer follow-up, and more professional complaint handling, the outcome could have been completely different.

Lindsay was absolutely wonderful, but the handling of my gift certificate and tipping was extremely disappointing and unprofessional. I received a generous gift certificate for my 50th birthday last year from my best friend for a Bespoke Luxury Facial (90 minutes) and a Reiki + Massage (60 minutes), which clearly cost around $300. The certificate only lasts one year, which already felt unnecessarily restrictive. The Friday before my appointment, I lost my purse. I contacted Lindsay ahead of time to explain the situation, as I always leave a tip and was mortified that I couldn’t today. I truly believe I left my purse at work. I explained I would be returning the following Sunday and would take care of her then. After my facial, I was directly asked at the front desk if I was leaving Lindsay a tip. I explained again that I had already spoken with her. I was taken aback and, in the moment, agreed, but then a tip was taken from my gift certificate, and I was told I would owe an additional $31 at my next visit. The more I thought about it afterward, the more upsetting it became. Tipping should always be at the client’s discretion. Asking someone outright, especially after the situation was explained, is inappropriate. This was a gift, intended so I wouldn’t have to spend additional money. 2025 has been an unkind year for my family and me, and this experience added unnecessary stress to what should have been a relaxing visit. I will use my remaining Reiki and Massage, but sadly, this will be my last visit. This has nothing to do with Lindsay, she is truly excellent, but everything to do with management policy and how this was handled.

This spa is truly stunning, offering a serene escape right in the heart of Main Street. From the moment I arrived, I was impressed by the inviting reception area and the warm, friendly staff who made the check-in process seamless and welcoming. I booked a relaxation massage and was delighted with the overall experience. The massage bed was exceptionally comfortable, and the room was thoughtfully designed with soft, calming lighting and soothing music that set the perfect mood for unwinding. My therapist maintained excellent communication throughout the session, ensuring I felt at ease and that the pressure was just right. While I left feeling happily relaxed, one detail did slightly detract from the experience. My therapist had a noticeable smell of smoke on her hands, which became apparent when she worked on my shoulders. This was a bit distracting and took away from the otherwise impeccable ambiance and care. Overall, this spa offers a wonderful atmosphere and attentive service, but addressing details like this could elevate the experience to perfection.

My experience here was underwhelming. The spa is beautiful, but the result of my treatment wasn’t. The aesthetician that serviced me quoted me a price, and changed me three times the quote. I had lip fillers and Botox between my eyebrows. After the initial injections and after the healing, I didn’t look any different. It was very disappointing. My lip was injured causing a lump in my bottom lip that didn’t exist until I went to this spa. There was a lot of pain and bruising where the needle was inserted multiple times. My lips plumped for the day and looked normal immediately afterwards. I would not recommend this spa. Especially since I was charged over my quote and not satisfied with the results. Good luck ladies.

I recently visited Glow Kingston for their thermal experience, and it was absolutely incredible! From the moment I walked in, the atmosphere was so calming and inviting. The thermal pool, cold plunge, sauna and steam room were immaculate The staff were warm and attentive, ensuring everything was perfect throughout my visit - The attention to detail and overall vibe of the space made this a truly wonderful experience I left feeling refreshed, recharged, and already looking forward to my next visit!!! Highly recommend Glow Kingston to anyone!!!