Urban Sweat - The Nations's Online Review Report Card

UPDATE - Revising my review from 2 to 4 stars. The owner Kristen reached out in a very timely manner and addressed the situation. I appreciate her making sure my classpass credits got refunded, she was very polite and generous in offering a comped visit for next time. Will be back and will recommend this company. Original - Very disappointed with their customer service. I attempted to book a sauna pod and cold plunge via ClassPass for a total of 20 credits. I mistakenly booked the services at the other Urban Sweat location in the Gulch, which is totally on me, however, I arrived 20 minutes early and when we realized what had happened, I said I would gladly drive to the other location as I still had enough time to do so. The receptionist (who was very kind and helpful) assured me that they could contact the other location and switch the reservation without me being charged a late fee. Understanding this to be the case, I stayed for the sauna and cold plunge. After finishing up, the receptionist (who I think was named Kristen as that was what was on my receipt) informed me that the owner said the credits could not be transferred between locations and I would either have to pay for the services with a first timers discount ($55 total) or book the services using additional ClassPass credits (20 more credits ~ $40). My main issue is that I had plenty of time to drive to the other location that I had been told the credits could not be transferred from, but I chose not to because I was explicitly told that transferring the credits would not be an issue. In fact, the person i was speaking with said that this happened "all the time", and assuming the "resolution" of the situation was the same, it seems really unlikely to me that many people would be ok with basically paying for one session twice. I also don't understand why it wasn't possible for the other location to simply cancel the session from their end and refund the credits. Even if that wasn't something they could do, it is just bad customer service to tell your customer one thing and then after they've agreed to the plan that you proposed, telling them it actually wasn't the case and they would be getting charged at least double. I would almost understand this more if this was a restaurant or something where the goods/product etc couldn't be used again, but this is literally a place with multiple saunas and none of the other ones were being used. If the manager had been more understanding and not charged me double (again, after I was told that it would NOT be a problem to switch everything over), I would have really appreciated that and been a repeat customer as I enjoyed the sauna and especially the cold plunge, however as it stands, I emerged from the sauna/plunge very relaxed, immediately lost the relaxed feeling I had and can say that Urban Sweat has definitely lost a customer. I am giving two stars instead of one simply because I really enjoyed the cold plunge itself.

UPDATE - Revising my review from 2 to 4 stars. The owner Kristen reached out in a very timely manner and addressed the situation. I appreciate her making sure my classpass credits got refunded, she was very polite and generous in offering a comped visit for next time. Will be back and will recommend this company. Original - Very disappointed with their customer service. I attempted to book a sauna pod and cold plunge via ClassPass for a total of 20 credits. I mistakenly booked the services at the other Urban Sweat location in the Gulch, which is totally on me, however, I arrived 20 minutes early and when we realized what had happened, I said I would gladly drive to the other location as I still had enough time to do so. The receptionist (who was very kind and helpful) assured me that they could contact the other location and switch the reservation without me being charged a late fee. Understanding this to be the case, I stayed for the sauna and cold plunge. After finishing up, the receptionist (who I think was named Kristen as that was what was on my receipt) informed me that the owner said the credits could not be transferred between locations and I would either have to pay for the services with a first timers discount ($55 total) or book the services using additional ClassPass credits (20 more credits ~ $40). My main issue is that I had plenty of time to drive to the other location that I had been told the credits could not be transferred from, but I chose not to because I was explicitly told that transferring the credits would not be an issue. In fact, the person I was speaking with said that this happened “all the time”, and assuming the “resolution” of the situation was the same, it seems really unlikely to me that many people would be ok with basically paying for one session twice. I also don’t understand why it wasn’t possible for the other location to simply cancel the session from their end and refund the credits. Even if that wasn’t something they could do, it is just bad customer service to tell your customer one thing and then after they’ve agreed to the plan that you proposed, telling them it actually wasn’t the case and they would be getting charged at least double. I would almost understand this more if this was a restaurant or something where the goods/product etc couldn’t be used again, but this is literally a place with multiple saunas and none of the other ones were being used. If the manager had been more understanding and not charged me double (again, after I was told that it would NOT be a problem to switch everything over), I would have really appreciated that and been a repeat customer as I enjoyed the sauna and especially the cold plunge, however as it stands, I emerged from the sauna/plunge very relaxed, immediately lost the relaxed feeling I had and can say that Urban Sweat has definitely lost a customer. I am giving two stars instead of one simply because I really enjoyed the cold plunge itself.

By far the best sauna, cold plunge, and red light studio around. Very clean, welcoming, and accommodating to all. 10/10 recommend Urban Sweat for all your self care needs

This place is amazing! I went in for my first ever cold plunge today—the facility is beautiful, clean, and Graceann stayed with me during my appointment to walk me through the process and keep me distracted. I will absolutely be back!

Everything at Urban Sweat is incredible! The red light and cold plunges will have you feeling your best just minutes afterward. Could not recommend this place more!

The staff is amazing! I’ve lost 40 lbs by creating a routine of sauna + cold plunge!

Urban sweat is an amazing, I highly recommend doing the sauna then cold plunge. The red light therapy is also amazing. The staff is always amazing and there to help answer questions.

My favorite place in the world!!!

I really enjoyed the atmosphere here. The staff was so friendly and helpful as well! Prices were also great compared to other sauna studios I have visited.

The team and environment at Urban Sweat are great. Always open to help with information and provide flexible schedule options that works with my ever -changing calendar. Highly recommend for both mental and physical well-being.