Passage New York

Passage New York

22 Malacca St, Level 15 RB Capital Building, Singapore 048980,
21 Reviews
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    The luxury spa and lifestyle brand with a reputation for providing the best in women’s lifestyle needs, Passage New York Spa was established in 2000 to cater to the cosmopolitan women who want only the finer things in life. Centrally located in the heart of the business and financial district, Passage New York Spa is one of the most luxurious spas in Singapore with an excellent ambience for complete indulgence.

Place Category: Salon

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21 Reviews on “Passage New York”

Overall:
  • F Aloweni
    2 years ago

    Been a member since 2004. Long time client but since they change location, the service standards has really dropped. Had experience their pushiness to buy more package or used up more package in a single session. Harder to get facial slot on Saturday and when I tried to book ahead the counter staff was too busy to assist despite a few other staffs were standing at the counter. From a client perspective, if there’s other staffs around they should be helping their colleague. No point standing there otherwise. Was told to book via text message which I find took very long for them to get back hence why I wanted to book ahead when I’m there.

    I used to step in & out of their place feeling good, their old staffs (all have left now) were welcoming and greet you by name. But now, I don’t have that feeling anymore. What a pity. They used to be so good.

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  • Jennifer Law
    2 years ago

    Great service, staffs was friendly and helpful. Front staff was very kind to help us with the appointment bookings. My son was on the wheelchair as he have injured himself and they assisted us throughout. Very thoughtful of staffs. Will come by again. Thank you Passage New York!

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  • Lee S
    2 years ago

    Very bad customer service from Jane. Was trying to set an appointment but was rushed to hanged up instead. When provided her kind feedback she rebutted by saying there is an internal meeting going on and not even apologise her her insolent response. Passage is really getting bad to worse!!

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  • Sabrina Liow
    2 years ago

    Can attest to all the bad reviews below- have been a long time customer of Passage, and just came back for treatment after childbirth. Surprised that many staff have left and hard selling got worse (there was upselling but usually when package is ending). i still have several treatments left and all the sales person was concerned was me buying more. I simply left the sales talk and walked towards the lift (thankfully the lift is now nearer for exit). Dreading my next few sessions

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  • Singh Jai
    2 years ago

    I had a very pleasant and satisfying experience yesterday. Firstly the receptionist was very polite and accommodating as I had to keep delaying my appointment due to some personal reasons. She patiently acceded to my request to change my appointment from 11 am to 1.30pm/2pm. The best part was the facial by beautician Angel. She was very skilful and experienced as she was able to analyse my skin well and give the appropriate facial and treatment. It was very relaxing, and I am sure my face looked brighter and was glowing!!!

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  • Tan Sue Lynn
    2 years ago

    I’ve been a customer for more than 10 years and can also attest that the service and experience are no longer the same after the move to RB Capital. The room has no touch of luxury nor ambience, the conversations and giggling of the staff were louder than the background music, the toilets were not clean and classy like the ones at Cecil St. The whole time I was getting my facial done, my point of focus was the cobwebs at the aircon vents. There is no more powder room to freshen up hair and makeup after your session.

    My therapist yesterday was from Bodycontour and although she confirmed that she was using Passage’s products (which is more expensive), I was quite sure it felt and smelt different. Now that so much has changed, who can verify that they are really using Passage’s premium products that we paid more than $200/session for?

    Skill and bedside manner of the therapist were no where as gentle as the ones from the old Passage (but I heard all have left). After 20mins of quiet mask time, she entered brusquely and did everything very loudly. Removal of the mask residue was also very rough, tugging at the hair near my scalp.

    Dearly miss the pampering respite the old Passage used to provide.

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  • Yvonne Shihana Neo
    2 years ago

    Passage has become a HORRENDOUS beauty parlour. I have been a Passage faithful customer since 2004. For more than a decade, Passage has always provided fabulous service. There was never any hard-selling and the treatments were always a joy and my constant source of respite and rejuvenation.

    However, ever since the new management took over, every treatment has been a pain. There are endless requests, upselling the new treatments, asking me to purchase products which only occurred under the old management like twice a year or if I asked!

    The breaking point came when the therapist told me there was this product great for me and it was rare that it’s on promotion. I asked about the price and she said after discount it would be $100+. I said yes and she opened one capsule to apply on me. Then, as I went out, they tried to upswell me the facial they initially claimed that I could do with my existing package, citing that since my package price was above their trial price that I should consider signing a package and they would waive the trial. I said no. And they said then paying for trial would be worth it. And so I did. Then came to the product. The lady swiftly took two bottles claiming that the promo is actually one -for-one not 50% off and was speaking non-stop about treatments and products. I finally said I had to rush off and went to do payment. Citing that I have an Atome voucher, I wanted to use it and they helped me with it. Upon checking, I only noticed the monthly repayment amount of $200+ and thought it was agreeable so I approved the transaction.

    Two months later, I realised I’ve been charged $200+ these two months and another month of payment awaits. I asked for my receipt and they could not give me a proper breakdown. In fact, this is when I realise they did not issue receipt twice! When I asked about the exorbitant amount, all they could say was I agreed to it and they have released the products n completed that service. Still no receipt to be given!

    Now I just wish for all my remaining packages to be refunded fully. This is atrocious.

    Do NOT go to Passage. Or Haach. Or Body Contours and a few more. They are under the same management and they function like this. Unscrupulous! Dishonest!

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  • Bien
    2 years ago

    Change of management early this year. Perpetually can’t get weekend appointment. Request for refund but was given the one and only one contact. No one pick up the ghost number nor reply your whatapps. The receptionist is extremely unfriendly, told me either I go to consume my package or WAiT for the “ghost number” to respond to me.

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  • Jessica Chang
    2 years ago

    I have been a long standing client with Passage ever since they were at Cecil. Ever since the new management took over, my experience there has been disappointing. All my regular therapists left and the current sales consultant is pushy and hard sells ALL THE TIME when I am there for my facial treatments.

    While I offer her MY time respectfully to listen to her “offers and promotions”, she gives me a dirty look when I politely decline to purchase. How disgustingly rude.
    What is unreasonable is that I have paid good money for my package and it’s ridiculous to have an expectation of asking me to buy something EVERYTIME I visit.

    The entire experience is simply disrespectful, uncomfortable and unacceptable.

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  • Alicia C
    2 years ago

    I have to say, Passage New York is not what it used to be. It used to be luxurious, stress free, at its old premises. Now, the rooms are smaller, many of the “old” therapists have gone, it seems, due to a change in Management.

    Truth be told, I can accept the change in location. I can accept the high turnover of therapists. What I find hard to accept is their salesladies becoming even worse when it comes to hard selling. I’ve been with passage for many years now. I am approaching retirement age, and do not intend to renew my existing package, simply because I will be living off my pension/savings soon and can no longer afford such luxuries. I’ve told Passage’s salesladies this numerous times. I’ve politely asked them to cease with the hard selling. Not once have they taken my polite, repeated feedback on board. In my opinion, they’ve become even worse when it comes to the hardselling. When I politely decline, I get dirty looks and get pointed towards the exit.

    I’ve been a loyal customer for many years, and have renewed my package multiple times over. It stings that despite my repeated requests, for Passage to refuse to stop with the hard selling due to my upcoming retirement. I dread the idea of going there now, and actually cannot wait to finish on this existing package with them.

    For folks who hate hard selling – Take it from a long-standing customer, they won’t stop and have become worse. There are other places who won’t pressure folks like this. Visit them instead.

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  • Liu SY
    2 years ago

    I’ve been with Passage for many years. A couple years ago, when they started promoting the AB Cream, I did what a lot of customers did and purchased a “batch” from them. I’ve only collected about half my allocated stock of AB Creams. I asked to collect some recently, and Passage started behaving suspiciously. They started asking about whether they could call me, refused to confirm with me as to my balance of AB Creams, and simply repeated “stock has not arrived” over and over again.

    I got so frustrated to the point that I asked my daughter to go down to Passage and clarify what is going on. I paid for more than 10 AB Creams, why weren’t Passage doing all they can to ensure that stock is coming in, and that I can collect that I have paid in full for?

    After some prodding by my daughter, Passage confirmed that they aren’t stocking the AB Creams anymore. My daughter requested for a refund of the balance AB Creams, Passage refused and asked her to collect another brand of cream instead. “Aivonda”, which is a completely unknown brand based in Singapore.

    In which universe does a company not give you what you paid for? It is the very basics of operating a business, you make sure that the customer gets what they paid for – nothing more nothing less. The audacity of them to continually hide the fact that they are no longer stocking AB Creams, when many customers have AB Creams to collect. The audacity of them to repeatedly lie about AB Creams not being in stock when they’ve stopped stocking them to begin with. Disgusting, unethical behaviour.

    I am reporting them to the police and will be seeking further legal action. I suggest that the other customers who are still owed AB Creams do the same.

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  • Jessmin Leong
    3 years ago

    I have been a long time customer with Passage for more than 10 years. I have enjoyed the service and quality treatment from all the therapist and beautician before and did not hesitate to renew my packages and buy products from them, even when they moved to a smaller place at RB Capital Building. However, late last year, I was shocked to find out that all the staff left and my usual therapist and beautician left too! While the new therapist and beautician still provide good treatment, the service level from the front line is no longer the same. Many a times, my appointments were messed up, which were really frustrating. To make things worse, my purchase of the Augustinus Bader Cream was not even fulfilled. I paid good money for the product and still have an outstanding balance of 16 bottles that I have not received. Each time when I asked for the product, I was told that stock is coming in soon. However, when I pressed the manager again, I was told now that there will be no stock of the product and instead, she suggested I switch to another “unknown” brand which is even pricier! How ludicrous! To date, they are still refusing to refund me for the outstanding balance of AB Cream that I purchased. This is outright cheating!!!

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  • Ashley Tan
    3 years ago

    Massage and facial was good. They should do less hard selling. That is really a turn off for me.

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  • Kathleen Koh
    3 years ago

    Been with them for more than a decade and had really enjoyed my treatments there. However, has gone downhill after the new management has taken over.

    Interior looked very cheap, miles away from their sanctuary at Cecil.

    What was more appalling was that I was offered a Body Contours beautician even with a package from Passage. Consultant didn’t offer an apology, and even tried to hard sell their products, after offering the feedback.

    I’m sure there are better places out there. Stay away.

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  • Summer Eve
    3 years ago

    very disappointed after the salon my moved from Cecil Street to RB at Raffles Place. Due to change of management, 3 of my beauticians all left. Today I went there to book appointment, the staff informed me the date I wanted is not available and went on to talk to her fellow colleague instead of trying to find another date for me. Am utterly shock at the service standard

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  • YiLing Teng
    3 years ago

    I have been a customer here for w 14yrs and counting. Love this place!

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  • jkyeo
    4 years ago

    Went for the massage. Impressed that It has 2 levels of facilities. Professional service and experience. But the sauna and steam rooms were closed.

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  • YveTan
    4 years ago

    Love the place and service of staff but the standard from the masseur seem to have dropped lately. Am a regular customer for the past 10 years.

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  • Retep Miad
    4 years ago

    Best facial service in town

    Reply ↓

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