Yuan Spa - Totem Lake

A lovely little spa in the middle of the city. So relaxing from the moment you walk in the door, the staff is always very nice and very helpful, the facilities are kept very clean, and the hydrotherapy area is such nice experience. And although I haven’t had a massage with every therapist I’ve been to quite and few and they each have a unique flair but all have something very good to offer.

I visited the Yuan Spa location at Totem Lake on Black Friday with my wife and daughter. Each of us had a 60-minute massage. Over the past 10+ years we have patronized Yuan's Bellevue location 2-4 times per year, and also the newer Totem Lake location since it opened several years ago. We hadn't been for a while, and we were surprised by some of the changes they had instituted. Their hydrotherapy facilities are now an additional charge - something that we were not prompted about when making reservations online or making them by phone - whereas they used to be included at no extra charge with a massage. Plus, if you are only getting a massage and not doing hydrotherapy, they no longer offer you a robe and sandals and actively discourage you from using the locker room, encouraging you to just change in the treatment room itself. This is not a inherent problem, but IMO it is not commensurate with the prices they are charging, which is a 50%+ premium to a low-frills experience like Massage Envy.

Let me preface this by saying, I trained & work in this Spa, Beauty therapy, etc, industry. Reception friendly. Spa facilities great, women's facilities really good, changing rooms very nice. Steam room was out of order, which we received notification of prior to appointment and we had 2 choices, either cancel or attend appointment. No discount etc offered or credit, not even for me, I'm overseas visitor, but at least a credit for my companion who lives in area, given that we couldn't get to use all facilities. I'm very fortunate, I get to travel the world, experience different spa therapists. Without a doubt, massage therapist is 1 of the worst. Technically, she's good, she has technical skills, where she trained trained her well BUT she simply didn't come across as personable. Was she having a bad day or is she always like this? Something just seemed "off". Cant even recall if she introduced herself or actually smiled, honestly can't remember because she was hurriedly shuffling me to the room. Music choice AWFUL for spa environment, way too loud, its a spa, not a monestary with bells music dinging & chiming. Not her fault, not sure if there are volume controls in therapy rooms. And just like that massage ended, no slow come down, no ease off, just boom, we're done. It felt like she couldn't get rid of me quick enough because of next appointment. Perhaps management should not book back to back appoinments so therapists have time inbetween appointments? Ugh, I think of the money spent on that specialsed massage...that I couldn't wait to be over...imagine wanting a massage to be over. Front desk reception really, really, REALLY wanted to know what my massage experience was like...so okay, I told her the brutal honest truth. Not sure if anything will be communicated with therapist...like I said, I know how this industry works...if the numbers just keep coming it which seems to be the casefor this spa, they can operate at, Meh, 50%/60% customer satisfaction. Spa good though, they should offer alternatives to customer when you pay for full hydrotherapy experience, and a quarter or third is missing due it being broken. I understand things break down but still. Oh and only swipe card facilities for payment, no tap and go or insert...what?!?

Update 12/2023: Take a look at their responses to any negative feedback. It is clear that they truly don’t care about their customers. Went here earlier this week for the fourth time this year. They’re simply charging too much now for what you get. Double the price of all the spas in the area for nothing more. Check out all the other options in Kirkland and surrounding area and you’ll find a lot more great options for a MUCH better price. Sad days they raised prices so much. We won’t be back unless they bring prices back to a reasonable amount.

Update: I won't be back again. I LOVED visiting Yuan Spa at both locations until they recently decided to not only raise their prices, but additionally institute different prices for Mon.-Thu. vs. Fri.-Sun. resulting in services and hydrotherapy going up $10-$20 each depending on when you book it for. When I added it all up, including the increased tip based on 20% of the increased price, a visit will now cost me $50 more in total. My wife recently booked a massage at the old price and was sent a confirmation stating the old price but was surprised to be charged the new rate at check out because this all happened in between booking and going to her appointment. When she explained that she was expecting the old price and showed the receptionist the confirmation email, she was told that there was nothing that could be done and charged the new price. Also, they upsell you now with a list waiting for you on the massage table of add ons like different massage oil options you can pay extra for...real classy. I was furious to hear about her poor customer service experience and called and explained that it's not right to advertise one price and charge a different price at checkout. Raise your prices all you want, but you have to honor the price you quoted your customers at time of booking. It would have been a different story had they informed her at check-in that the price had increased. She could have then decided if she still wished to keep the appointment or not. Long story short, I spoke with the manager who agreed to refund the additional cost as well as comp her massage oil upgrade. While I appreciate them making it right, their prices are now over the threshold of my personal level of value for what I get for my money. It's sad because I really looked forward to that special time of rejuvenation and Tyler is an amazing massage therapist and if you do go, I highly recommend him, but they've priced me out of this experience in the future.