Urban | Massage & beauty at home Reviews 

3,215
TrustScore 4.5 out of 5

4.7

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Review summary

Created with AI, based on recent reviews

Evaluating 679 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently praise the professional staff for their highly skilled techniques, personalized care, and wonderfully friendly attitudes during convenient at-home sessions. Consumers also find the mobile application extremely intuitive and note that the overall booking process is remarkably straightforward and fast. Some people were dissatisfied with occasional scheduling issues, mentioning unexpected appointment cancellations or frustrating instances where therapists failed to show up without any prior notification. Other reviewers felt that necessary setup preparations slightly reduced the actual treatment duration or experienced minor physical discomfort during the session.

What people talk about most

Staff

Users describe positive interactions with staff, frequently highlighting that practitioners are exceptionally... See more

Service

Reviewers mention positive feedback about service, highlighting the convenience of booking professional... See more

Booking process

People report positive experiences with booking process, frequently praising the fast and straightforward... See more

User experience

Customers consistently note positive experiences with user experience, highlighting how easy and fast the... See more

Application

Consumers find application satisfaction, highlighting that the platform is generally easy to use with clear... See more

Reviews shaping this summary

Rated 5 out of 5 stars

Couldn’t recommend the deep tissue massage with Piotr highly enough! Very professional, friendly, polite and responsive - he was more than happy to be flexible on time too (I had to push it by 30 mins... See more

Company replied

Rated 5 out of 5 stars

We had a very rewarding time with Justyna who was very skilled, kind, responsive and knowledgeable. She shared a lot of great advice while carrying out our treatments. I don’t know how she mana... See more

Company replied

Rated 5 out of 5 stars

Elliot was professional, calming and generally great vibes- and gave a foot massage that sent me to sleep. He brought a candle, room scents and used aromatherapy oils creating an amazing atmosphere cr... See more

Company replied

Rated 5 out of 5 stars

Aster was absolutely wonderful. She was incredibly kind, professional, and attentive throughout the whole experience. I was extremely tired and had a lot of pain and tension, but she knew exactly... See more

Company replied


Company details

  1. #7 of 13 best companies in Massage therapist
  2. #9 of 15 best companies in Beauty Salon
  3. #5 of 8 best companies in Nail salon
  4. #3 of 3 best companies in Osteopath
  5. #7 of 9 best companies in Physiotherapist

About Urban | Massage & beauty at home

Written by the company

The Urban app is the easy way to book spa and clinic treatments right to your door. Stay put and choose from 30+ treatments, including relaxing massages, facials, manicures and even physiotherapy or osteopathy sessions, all delivered by pre-vetted professionals you can trust.

Booking is simple
Just select your treatment, choose your mobile therapist and pick a date and time that suits you. Your pro can be at your doorstep in as little as 60 minutes. Available across the UK and in Paris.

Trusted therapists
Every professional on the Urban app is qualified, insured and background-checked, so you can enjoy your treatment with peace of mind. Make your decision even easier by scrolling through reviews and detailed bios. They come fully equipped too, just grab some towels and you’re good to go.

Available from 7am to 11pm
Book at a time that suits you, seven days a week from 7am - 11pm. Come across an issue? Chat directly to our customer support team via the live in-app chat or on the website, they’ll be there to help every day between 7am - 11pm.

Rebook your favourites
Have a preferred pro? Tap the heart to favourite them, making it easy to rebook and request availability from your go-tos.

Free cancellation
We understand that life happens and plans can change, so we offer free cancellation when you cancel over 24 hours before your booking begins. You’ll get a 70% refund if you cancel between 24 and 2 hours before your appointment.

Earn points every time you book
Urban Rewards is our free digital loyalty scheme that rewards you for investing in your wellbeing. The more points you collect, the brighter life gets, with regular discounts and partner perks. Simply sign up or log in to your account and you’ll get 50 free points to get you started!

Our commitment to your safety

Written by the company

We take your safety seriously
We verify each mobile therapist’s identity and conduct criminal screening checks to confirm they’re up to Urban standards. We check each qualification for the services they’d like to offer, as well as their insurance and ID. We have strict hygiene practices and a zero-tolerance approach to suggestive behaviour. Learn more : https://urban.co/en-gb/safety

Our cancellation policy

Free cancellation up to 24h

We understand that life happens and plans can change, so we offer free cancellation when you cancel over 24 hours before your booking begins. You’ll get a 70% refund if you cancel between 24 and 2 hours before your appointment.

Contact info

  • Great Suffolk Street, SE1 1PP, London, United Kingdom

  • urban.co

Refer a friend, get £15 off

Invite a friend to join Urban, you'll both unlock £15 off a treatment

4.7

Excellent

TrustScore 4.5 out of 5

3k reviews

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Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 30% of negative reviews

Typically replies within 24 hours

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4.7

All reviews

(3,215)

681 reviews in the last 12 months

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 2 out of 5 stars

Booked for a deep tissue

Booked for a deep tissue. He was punctual and able to apply good pressure. Was not able to disclose type of massage skills he was trained in specifically which was odd. My neck was very uncomfortable afterwards due to excess pressure on upper spine applied rather releasing than adjacent muscles.

Spoke far too long and too much about own self and this was overbearing for 90 mins. Gav eme a headache. Was also rather loud given that it was late at night. Overall it could have been much more relaxing as an experience. Ideally they should set up music, bring adequate range of oils and focus more in clients needs for peace, calm and relaxation.

Would probably suit male clients better. Overall was not worth £105 on this occassion. Would not ever rebook this masseuse, as personally I prefer more professional, targetted, peaceful and relaxing massages. Whereby I am not hammered with information from social media that he'd recently heard about. I needed muscle tension released that was all I asked for, that was not entirely what I experienced.

10 June 2026
Rated 5 out of 5 stars

Grace is an excellent masseur

Grace is an excellent masseur. Calm, friendly and detailed. I would willingly rebook!

14 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Wow, it sounds like Emma worked their magic! We're so glad you enjoyed your treatment, we hope to see you again soon.

Rated 5 out of 5 stars

Never had a bad massage

Never had a bad massage, easy to use app.

14 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks so much for the great review, Marianna – we really appreciate it.

Rated 5 out of 5 stars

Charlotte was absolutely amazing

I would highly recommend her, she was caring, calm.

14 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks for taking the time to leave a review, Misha– your feedback means a lot to us.

Rated 5 out of 5 stars

Urban has the best massuese

Urban has the best massuese. Special shoutout to George who works out of the Northwest London. He is beyond professional, always on time and utilizes the full hour for the massage.
Couldn't be more pleased!

3 May 2026
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Hey, Biplab– thanks for such a lovely review. You're in great hands with George, they clearly did an amazing job. Don't forget to add them to your favourites for your next booking!

Rated 5 out of 5 stars

I have been using Urban Massage for…

I have been using Urban Massage for years now, it is more professional and feels safer than other massage websites, the masseuse always has a profile photo and list of their qualifications/bio. There is a range in the masseuse's available, some are just average/mediocre, some are very good, they know what they are doing and you can tell the difference. I'd recommend always reading through their bio and qualifications etc to make sure you get what you want, there are a lot of good, skilled masseuse's on Urban.

5 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thank you for your continued support and thoughtful feedback. We’re glad Urban feels professional and safe to use, and that therapist profiles help you choose the right expert for your needs. Hope to see you again soon!

Rated 5 out of 5 stars

Amazing service

Amazing service

11 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks so much for the 5-star review!

Rated 5 out of 5 stars

Excellent service with Ursula

Excellent service with Ursula, I would highly recommend.

11 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Sounds like Ursula did a great job – so glad you loved your treatment!

Rated 5 out of 5 stars

Mona provided a fantastic facial

Mona was fantastic, not only did the facial itself feel amazing, but mona clearly analysed and understood my skin to personalise the treatment and give it what it needed. She was very friendly, professional, well-prepared, and had a great selection of products and professional tools. She even had a look at the current products I’m using to advise what was suitable for my skin and not, what ingredients to look for, and recommended products that would improve my skin care.

10 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thank you for your lovely review, Imogen. We’re so pleased to hear Mona provided such a personalised and professional facial experience, along with helpful skincare advice. Hope to see you again soon!

Rated 5 out of 5 stars

Great service with a lovely therapist…

Great service with a lovely therapist who arrived on time and provided a lovely relaxing pregnancy facial from my home it was bliss!

30 May 2026
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Wow, 5 stars is great to hear. We're so glad you enjoyed your Urban experience and hope to make your next treatment even better, see you soon!

Rated 5 out of 5 stars

I’ve been using Urban for a while now

I’ve been using Urban for a while now, and they always come through. Even though my original booking was cancelled just an hour beforehand, I was able to rebook quickly with Melissa H., who was fantastic. She had great technique, applied the perfect amount of pressure, and delivered an amazing massage. Thank you, Melissa H.

9 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thank you so much for your thoughtful review, Ella. We’re really glad we could help you rebook quickly after your original booking was cancelled, and it’s wonderful to hear that Melissa H. delivered such a fantastic massage. We’ll be sure to pass your kind words on to her. Thanks again for choosing Urban — we look forward to welcoming you back soon.

Rated 5 out of 5 stars

Easy booking service

Easy booking service, Lord of availability and value for money. Therapist was punctual and delivered a professional home service, arrived with all required equipment.

5 June 2026
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Hey Louie, thanks so much for your positive review – we're so happy you enjoyed your treatment! We hope you continue to feel well rested.

Rated 5 out of 5 stars

Really great

30 December 2025
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks so much for the 5-star review!

Rated 5 out of 5 stars

Sam was phenomenal

Sam was phenomenal. I was in so much pain for three days and he genuinely helped me. He listened to how I was feeling and adapted the treatment to suit my needs perfectly. I can’t recommend him highly enough.

7 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks for your review, Shaden! Sam is such a great therapist, we're so glad you got to experience their magic. Remember, you can add them to your favourites for quick and easy bookings in the future.

Rated 5 out of 5 stars

Johnny provided a warm

Johnny provided a warm, friendly and professional service as well as giving me valuable advice to best manage my needs.

7 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Johnny sounds like a star – so glad you had such a great session, Stewart! Make sure to add them to your favourites for next time.

Rated 5 out of 5 stars

Really excellent massage at home

Really excellent massage at home, experienced and professional. Thoroughly recommend Andreja B

6 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Andreja B sounds amazing – so glad they gave you such a great treatment.

Rated 5 out of 5 stars

Very experienced person

Very experienced person, she knew what to do and kept guiding during the massage session.

6 June 2026
Unprompted review
Urban | Massage & beauty at home logo

Reply from Urban | Massage & beauty at home

Thanks so much for the 5-star review, Burhan– so happy to hear you enjoyed everything.

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