RM528for this experience?

RM528 for this experience? Unfortunately, this was my first and last visit.

I visited /Billion Onsen and Spa hoping for a peaceful and relaxing experience. I intentionally came alone because I simply wanted some quiet time to unwind.

Unfortunately, my visit turned out to be one of the most stressful spa experiences I have ever had.

#First Impression

Even before my treatments began, there were already a few disappointments.

I was expecting the advertised welcome drink upon arrival, but none was offered.

Later, I ordered only plain water, grapes and ice cream, yet my first order took approximately 30 minutes to arrive. I understand the spa may have been busy as it was the weekend, but it was still a disappointing start.

Incident #1 – Publicly Accused

Shortly after arriving, I was walking around the hot bath area reading the descriptions of each pool while holding my phone. I had no intention of entering the pools yet as they were crowded.

A staff member named Cas***ra suddenly approached me in a loud voice in the middle of the pool area and asked whether I was recording videos.

I wasn't recording anything. I was simply holding my phone.

Her voice immediately drew the attention of other guests and everyone started looking at me. She then asked to check my phone gallery.

Although I agreed because I had nothing to hide, I felt extremely uncomfortable. My phone contains personal photos and private memories, and I felt my privacy had been violated.

I fully understand and respect the spa's no-photography policy. However, I believe the situation could have been handled far more discreetly and professionally instead of publicly drawing attention to me.

Incident #2 – Publicly Confronted Again

A short while later, I was sitting by one of the pools with only my feet in the water while replying to a text message.

I genuinely wasn't aware that phones were prohibited in that area, especially since I had seen many social media posts showing guests using their phones around the hot pools.

When Cas***ra approached me again, I immediately apologised and politely asked if I could have just one minute to finish replying before putting my phone away.

Instead, she repeatedly insisted, "No," and demanded that I put it away immediately. I explained that I only needed a minute, but she continued insisting and appeared visibly annoyed.

Once again, everyone around me turned and looked at me.

I felt embarrassed, singled out and humiliated.

I respect the rules, but I believe there is a respectful way to enforce them without making a guest feel publicly reprimanded.

Incident #3 – A Massage That Left Me More Stressed

Before the massage even began, I noticed that the usual foot cleansing step was skipped by my therapist, N**u.

I intentionally left my own phone away on the cupboard because I wanted to fully disconnect and enjoy the treatment.

Ironically, the therapist placed her own personal phone beside my head throughout the massage.

When her phone vibrated with what appeared to be an incoming message, she immediately reached for it and started replying.

From that moment onward, the massage became inconsistent. She stopped several times and at one point continued massaging me with only one hand while using her phone with the other.

I reminded her three separate times that this was not acceptable.

I even tried asking for another therapist, saying,

"I don't think you're okay. Can I change therapist?"

Unfortunately, she did not seem to understand either English or Malay. She repeatedly apologised by saying "Sorry... sorry... sorry...", but continued using her phone.

Eventually, I reached my limit.

When I confronted her, she immediately stopped the head massage before it was even completed and proceeded straight to the body scrub.

She then scrubbed my abdomen roughly using very cold water.

My body instantly started shivering from the cold, and I experienced a painful muscle cramp.

I immediately sat up and said,

"Stop! I don't want you. Change people!"

Another staff member then took over my treatment. She immediately realised the water was far too cold, apologised and replaced it with warm water before completing the body scrub.

Speaking to the Manager

By this point, I was physically uncomfortable and emotionally overwhelmed.

I went to the reception to report what had happened.

To their credit, the manager sincerely apologised and immediately arranged another massage session for me.

I genuinely appreciated her effort to make things right.

Unfortunately, by then, the overall experience had already been ruined.

#My Overall Experience

The stress from everything that happened left me feeling nauseous.

Instead of enjoying the facilities and food that I had been looking forward to, I could only manage plain water, hot Chinese tea, grapes and ice cream.

For RM528, this was not the relaxing wellness experience I paid for.

It was an experience filled with stress, embarrassment and disappointment.

I fully respect that every establishment has rules, and I understand they exist for good reasons. However, how those rules are communicated and how guests are treated matter just as much.

A wellness spa should leave its guests feeling calm and refreshed—not anxious, embarrassed and emotionally drained.

While I sincerely appreciate the manager's apology and her effort to rectify the massage issue, it could not undo the overall experience.

Unfortunately, this was my first and last visit.