It’s been such a good experience from initially meeting Sue Pascoe in Swansea to her continued good communication ever since through to the delivery of the hot tub. The delivery lads,Justin,har... See more
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See what reviewers are saying
We have had our Hot Tub for about 14 years and the time came to order a replacement lid. This we did in mid-December ‘25 and today it was fitted by Ted who brought it all the way from Bristol. The de... See more
We purchased our hot tub from Hotspring hot tubs 14 years ago ,we are still using it regularly nice to chill out after a long day at work. Would definitely recommend “Hotspring Southwest&Wales who t... See more
We wanted our hot tub to be summer ready. Paid £499. The engineer lied to us. And lied to Hotspring. He had not cleaned it well at all. Photos were emailed and another engineer was sent. H... See more
Company details
Information provided by various external sources
HotSpring has been supplying Hot Tubs for 40 years and has become the World’s Number One Hot Tub choice, with over 1 million happy customers Worldwide. Based in San Diego, HotSpring leads the industry in the design, engineering and manufacture of energy efficient Hot Tubs and has won numerous awards. HotSpring is part of Maco (a Fortune 500 Company). HotSpring South West & Wales has many years of experience and many happy customers, and you will find that everything you need is available in our Bristol, Plymouth, Chepstow, Swansea, and newly-opened Cardiff showrooms. Every person in our organisation is committed to following our Mission Statement: To be the dominant choice in the UK market for hot water relaxation products. To conduct business in an ethical manner that defines the standard for the industry. To provide the consumer with the ultimate shopping experience, buying assistance and after Sales follow-up.
Contact info
Bristol, Cardiff, Swansea, Plymouth and Chepstow, United Kingdom
- 0800 033 7846
- marketing@hotspringsouthwest.co.uk
- hotspringhottubs.co.uk
4.1
Great
724 reviews
Replied to 66% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Professional and a highly recommended company
I highly recommend hot springs as a company. Spoke with a loverly lady regards the company’s requirements for an electrician to assist them, and there customers in regards to installations. Outstanding customer service and extremely professional.
June 2, 2023
Unprompted review
Reply from Hotspring Southwest & Wales
Thank you for leaving a review! We greatly appreciate your kind words about Josie. We're delighted to hear that she provided you with helpful and informative assistance during your visit.
At HotSpring Southwest and Wales, we believe in the importance of providing comprehensive information about hot tubs and their maintenance. We're glad that Josie was able to showcase our products and guide you through the process of cleaning and caring for them.
Best regards,
The Hotspring Southwest and Wales team.
Very friendly and welcoming
Very friendly and welcoming. Josie gave very good advice and is very knowledgeable about Spas and their health benifits
June 3, 2023
Unprompted review
Reply from Hotspring Southwest & Wales
Thank you for leaving a review! We're delighted to hear that you had a friendly and welcoming experience with us. Josie is a valued member of our team, and we're glad to know that she provided you with excellent advice and shared her knowledge about spas and their health benefits.
At HotSpring, we believe in the importance of providing valuable information to our customers, and we're glad that Josie was able to assist you in making informed decisions.
If you have any further questions or need any additional support, please feel free to reach out. We're here to ensure that you have a wonderful experience with your spa and enjoy its many health benefits.
Best regards,
The Hotspring Southwest and Wales team.
They called me back when I needed to…
They called me back when I needed to buy a new cartridge and had it in for me the very next morning
June 2, 2023
Unprompted review
Reply from Hotspring Southwest & Wales
Thank you for leaving a review! We're thrilled to hear that we were able to assist you promptly and provide you with excellent service. We understand the importance of timely responses and efficient solutions.
We're glad that we could help you with purchasing a new cartridge and ensure that it was available for you the very next morning. Your satisfaction is our priority, and we strive to meet your needs quickly and effectively.
Best regards,
The Hotspring Southwest and Wales team.
No response or delivery after purchase
Initially the experience was one of the best I’ve had the sales people were friendly not pushy and very helpful.
Then after that it all went downhill.
I was told on ordering i'd have my hot tub delivered in 3-4 months which was fine but it has now been over 5 months and I still haven’t been updated with a new delivery date.
What has disappointed me most is that neither the Cardiff branch or the head office have replied to my emails simply asking for an update, it’s not a great way to treat customers.
December 16, 2022
Unprompted review
Reply from Hotspring Southwest & Wales
Hi Nathan,
I am very sorry to hear of your disappointment with the updates on your delivery date. As you pointed out, the model that you wanted had to be made as a special order direct from our manufacturing plant in the United States. As you were aware, instead of the usual timescale of 6 weeks, this would take approximately 4 months to be made and shipped to the United Kingdom. It is our policy to keep customers updated on the potential arrival dates of a special order. This, we clearly failed to do to your satisfaction. There is no excuse for a lack of contact, especially if you sent an email to our offices asking to be updated. The system we operate is designed to have a failsafe to make sure that this does not happen and that customers are contacted regularly. I can see from the records that you were not contacted as was scheduled last week. Up until now this has worked effectively with monthly checks and updates. We apologise unreservedly for the failure to update you in the last week following your request for information.
I am pleased to confirm that we now have the estimated docking date for the ship transporting your hot tub. which as you are now aware is the 15th June. We would hope to install your hot tub within 4 weeks of that date. As was discussed at the time of purchase and subsequent conversations, the time frame for one-off orders is beyond our control as we are at the mercy of shipping companies and the changes that they make at the last minute.
We hope that following the installation of your hot tub we can show you why we have an unrivalled reputation for customer service and care. This is the very reason why so many customers recommend us to their friends and family.
I look forward to ensuring that you receive the full support of our organisation over the coming months and become yet another, very happy customer of HotSpring South West and Wales.
Yours sincerely,
Simon James
Area Manager
Customer service very friendly and…
Customer service very friendly and helpful great all round been using them since 2015 when we purchased our hottub from them.
May 31, 2023
Unprompted review
Excellent service with Josie and Steve
Excellent service with Josie and Steve, they were very helpful and knowledgeable in helping us to choose a hot tub. Quality hot tubs also.
May 28, 2023
Unprompted review
Great service from the shop .very…
Great service from the shop .very helpful and friendly. Goerge Was very polite .the shop we went to is the one by blue diamond in cardiff .
May 28, 2023
Unprompted review
Came in for chemicals josie was great…
Came in for chemicals josie was great help
May 25, 2023
Unprompted review
Reply from Hotspring Southwest & Wales
Thank you for taking the time to share your positive experience with us at HotSpring Southwest and Wales! We truly appreciate your feedback.
We're thrilled to hear that Josie provided you with excellent assistance during your visit for chemicals. Delivering exceptional customer service is one of our top priorities, and it's gratifying to know that Josie went above and beyond to ensure your needs were met.
If you have any further questions or require additional assistance, please don't hesitate to reach out. We're here to help and make your experience with HotSpring Southwest and Wales as enjoyable as possible.
Thank you again for choosing us, and we look forward to serving you in the future!
Best regards,
The Hotspring Southwest and Wales team.
Excellent service and great help .
May 18, 2023
Unprompted review
got some great advice today at cardiff…
got some great advice today at cardiff branch
simon is sooooo helpful would definitely recommend going to hot spring at saint melons
May 13, 2023
Unprompted review
We have had are hot tube for 2 years…
We have had are hot tube for 2 years now and we love it 👍🏼
May 12, 2023
Unprompted review
We have had our hot tub flair for 2…
We have had our hot tub flair for 2 years now. We love it and the service we have received are brilliant
May 12, 2023
Unprompted review
Great customer service
May 1, 2023
Unprompted review
Hot tub is amazing
Hot tub is amazing. We've had ours for 3 years and it’s the best things we’ve purchased. Children love it. Come for chemicals today and Theresa was amazing and friendly as always.
May 1, 2023
Unprompted review
Fab service
Fab service. Called in today for some chemicals. Highly recommend Hot Springs Swansea
May 1, 2023
Unprompted review
Superb service from Hotspring and…
Superb service from Hotspring and especially Simon at the Cardiff showroom .
April 29, 2023
Unprompted review
Amazing service for my Relay hot tub
April 28, 2023
Unprompted review
Amazing service from Bristol HotSpring
Just a quick note to say thank you to Andy and Terese of the Bristol Showroom for the outstanding service I received when purchasing my HotSpring HotSpot Relay (six person hot tub).
From my initial visit back in June I found Andy very knowledgable on the product range and was very patient with me and my endless list of questions.
I can highly recommend trying before you buy - at the test soak I realised being 6ft 4in a bigger hot tub was required!
The installation service was faultless and Terese was always at the end of the phone when the initial water tests did not come out as planned. Very happy to say new hot tub owners pick this up rather quickly with the right support.
Seven months in I am very happy to report I use the hot tub as often as often as I can. HotSpring being one of the best insulated hot tub brands on the market, my Relay is currently costing me around £3.79 a day in electricity to run (2023 energy price guarantee) - less than a pint a day🍺 down the pub!
I’d also like to mention Rob for the excellent service I’ve received when stocking up on various chemicals as I’ve quickly gone through my starter pack.
All in all a very satisfied HotSpring Hot Tub owner and I would highly recommend the HotSpring brand and the Bristol dealership to anyone looking to take the plunge with their first hot tub 😁🍷👀.
April 26, 2023
Unprompted review
Brilliant team and great advice
April 13, 2023
Unprompted review
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