The WhatsApp chat is very handy,messages were answered relatively quickly. The only criticism was that the person was chatting to did come across quite blunt,a little more warmth would be nice.
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
I just called the Spa Breaks team and had the absolute pleasure of speaking with a Spa Specialist named Drew Leigh. From start to finish, Drew was incredibly helpful, professional, knowledgeable, an... See more
Company replied
I needed to amend a booking with Spabreaks due to illness and I was helped almost immediately upon ringing. Bianka, a really friendly staff member, was able to contact the Spa hotel to rearrange my bo... See more
Company replied
I recently booked a spa trip and had a great experience with the team. The online options didn’t show the suite that I required as I needed a three person room, so I got in touch for help. Charlotte... See more
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Company details
Written by the company
Created by Abi Selby, Spabreaks.com is a spa booking service working with more than 1300 spa destinations in the UK and overseas and arranging spa days and breaks for up to 6,000 people each week. From a small team of three, we have grown to a family of more than 90 members of staff with an office of knowledgeable spa consultants in Brighton. But those are just the numbers. Spabreaks.com's founding principle was to make the world of spa more accessible to anybody and everybody who wanted to go. We wanted to bring back the ancient purpose of spas as places of sanctuary for mind and body. We wanted to showcase the variety of spa experiences available to every individual, occasion, location and preference. Crucially, we wanted to make spas more accessible to anyone with a major health problem or disability, and work with industry leaders to make sure that anyone who had previously felt marginalised never feels that way again. Over the past decade, that’s exactly what we’ve done. We believe in the many positive benefits of spa experiences and that they can and should be available to help the health and wellbeing of everybody. That’s why we are working to make spas accessible and enjoyable for every body by providing an unrivalled choice of spas and spa packages, through first class service and convenience for all of our customers. Our ‘spa break for every body’ ethos is central to what we do. When we started Spabreaks.com, spas were often seen as the domain of women with too much money and too much time on their hands, and that they were for a stereotypical ‘body beautiful’. We believe that spa experiences are for real benefit to all of us and that spas are places where everyone should feel safe and looked after. We believe they are for everyone at every age, gender, weight and state of wellness, and that there are experiences, treatments and destinations that everybody and every body can enjoy. You can watch the video here https://www.youtube.com/watch?v=NNEFmJgy1_s&t=60s
Contact info
4.3
Excellent
20K reviews
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Sophie was incredibly helpful
Sophie was incredibly helpful. My spa credit was running out on the day I called and Sophie not only got me booked in within 2 weeks, she also made sure I had the same experience as I booked the first time round. Extremely happy with the outcome and grateful to Sophie for being so personable and efficient.
March 2, 2026
Unprompted review
Reply from Spabreaks.com
Hi Ellie,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that Sophie was so helpful and got you booked in so quickly.
Our Spa Experts are very knowledgeable and are always happy to help.
I hope you enjoy your spa experience and we'd be very happy to assist you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
Highly recommend
Sophie was incredibly helpful and made the whole process simple and efficient! Cannot recommend her more highly. We use spa breaks every couple of months for our trips and now hope to go directly through Sophie.
March 3, 2026
Unprompted review
Reply from Spabreaks.com
Hi Jen,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that Sophie was so helpful and made the booking process so simple and that you intend become a regular customer of hers.
I hope you enjoy your spa experience and we'd be very happy to assist you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
Friendly quick service
I was having trouble finding availability for a spa break for my 5 friends. So I rang Spa Breaks who listened to what I was looking for and promptly found us a perfect spa break at a reasonable price. Would recommend
March 2, 2026
Unprompted review
Reply from Spabreaks.com
Hi Lynsey,
Thank you for leaving us a review. We love getting feedback from our customers.
Great to hear that you found it easy to find an available spa break at such a reasonable price through our call centre.
Our Spa Experts are very knowledgeable and are always happy to help.
I hope you enjoy your spa experience and we'd be very happy to assist you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
Fantastic booking experience
Fantastic booking experience - the website wasn’t accepting two vouchers so I gave them a call - Sophia was amazingly helpful and sorted it within 10 minutes she also handled my terrible diary skills with total professionalism when I had rehung the dates! I can’t wait to experience the spa and hotel ! Who also contacted me immediately to book the experiences am to reassure on arrival times and parking etc. simply smooth experience :)
March 2, 2026
Unprompted review
Reply from Spabreaks.com
Hi Nicola,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that Sophie sorted your issue so quickly.
I hope you enjoy your spa experience and we'd be very happy to assist you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
Jessica Hark was very helpful and made…
Jessica Hark was very helpful and made my booking very easy as she explained everything I needed to know .She also gave me all the information and times for dinner which was great
March 2, 2026
Unprompted review
Reply from Spabreaks.com
Hi Derek,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that Jessica was so helpful and gave you all the information you needed to know.
Our Spa Experts are very knowledgeable and are always happy to help.
I hope you enjoy your spa experience and we'd be very happy to assist you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
An appalling experience
An appalling experience, booked a spa for 2 people for my wife's birthday, 2 days after the booking I get an email saying the booking is no longer available. And that the option I chose was never available. This option is still available to book on their website however.
I have simply been offered other spa options for that day, which are not nearly as nice as my original booking. I have been offered 0 compensation for the stress this has caused me.
I have had no choice but to ask for a refund in full.
Based on my experience so far I expect they will reject this and say it'll have to be credit with them.
Won't be using this service again.
March 1, 2026
Unprompted review
Reply from Spabreaks.com
Hi William,
Thank you for taking the time to leave a review - we genuinely appreciate all feedback from our customers.
We’re very sorry that your booking could not be accommodated. As a third‑party booking agent, we rely on our spa and hotel partners to keep us updated on their availability, and we apologise that the venue did not have sufficient space to host your visit on this occasion. We have now removed this package for that date to prevent any further bookings.
When a booking cannot be fulfilled, we always aim to offer suitable alternative venues so our customers can still enjoy their spa experience. We can also look at changing the date, issuing a credit note for future use, or arranging a full refund.
A full refund has now been processed for you. Refunds typically take 7–10 days to clear, depending on your bank and payment method, though they often appear sooner.
We apologise again for the disappointment and inconvenience caused, and thank you for taking the time to share your feedback.
Nick Palmer
Chief Customer Officer
Wonderful SPA vacation
Wonderful SPA vacation! Very pleasant, calm atmosphere and attentive staff. Perfect place to relax and regain strength.
Special thanks to Adriana for an incredible massage. Adriana feels the tense areas perfectly. After the session, I felt lightness in my body, the tension in my back and shoulders disappeared, and the general condition was complete relaxation and calm.
After the session, I felt lightness in my body and complete relaxation. I will definitely come back again! 💛 And a massage from Adriana is a real gift for yourself
February 24, 2026
Unprompted review
Reply from Spabreaks.com
Hi,
Thank you for leaving us a review. We really do love getting feedback like this from our customers.
It sounds like you had a fantastic time at the spa, and I’m delighted we were able to assist you with creating this experience.
We look forward to welcoming you back for your next booking!
Kind regards
Nick – Chief Customer Officer
I was delighted from start to finish…
I was delighted from start to finish with our bookings. Would definitely recommend Spabreaks.com Thank you.
February 27, 2026
Unprompted review
Reply from Spabreaks.com
Hi Rhonda,
Thank you for leaving us a review. We love getting feedback from our customers.
Great to hear that you were delighted with your bookings and that you would recommend us to others.
Kind regards
Nick – Chief Customer Officer
Brilliant customer service today
Such brilliant customer service today - more companies should be like this. Would definitely use again
February 27, 2026
Unprompted review
Reply from Spabreaks.com
Hi Rachel,
Thank you so much for taking the time to leave us a review, we truly appreciate hearing from our customers.
I’m delighted to hear that Drew provided such brilliant customer service while assisting with your booking. We’re proud to have team members who go the extra mile.
We’re always here to help and hope your spa experience is every bit as relaxing and enjoyable as you deserve.
Kind regards,
Anthony – Quality Assurance
Easy to book through the website
Easy to book through the website. However, we added a meal package on for £41pp each and felt a bit ripped off when we saw the menu was a set 3 course menu for £26pp if we had just booked a table direct at the hotel not via spabreaks website
February 26, 2026
Unprompted review
Reply from Spabreaks.com
Dear Sue,
Thank you for taking the time to leave us a review. We genuinely appreciate hearing our customers’ feedback.
We’ve spoken with our Product Team, who confirmed that MGallery currently offer a three‑course set lunch menu on their website. As it’s such a prestigious venue, they may also provide additional lunch options from more than the one menu selection.
If you’d like us to look into this further, our colleagues in the Customer Relations Team would be more than happy to assist if you would like to contact us.
Kind regards
The Spabreaks.com Feedback Team
Reply from Spabreaks.com
Hi John,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Charlotte was friendly and very helpful and assisted you with organising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
I had difficulty booking my spa day and…
I had difficulty booking my spa day and Ellesse Peters has not only helped me to do it, she has done it for me with a lot of care and attention to detail. She is extremely helpful, very professional I am so grateful! She is a true asset for your company. Thank you!
February 26, 2026
Unprompted review
Reply from Spabreaks.com
Hi Veselina,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Ellesse was so professional and helpful and assisted you with completing your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Customer service was appalling
Customer service was appalling with no compassion for the situation at hand aswell as no further help to try and rectify the situation
February 26, 2026
Unprompted review
Reply from Spabreaks.com
Thank you for taking the time to leave us a review. Unfortunately, after requesting further details from you, we still don’t have enough information on your specific experience to provide a meaningful response.
Kind regards
Nick Palmer - Chief Customer Officer
Very helpful when upgrading our booking…
Very helpful when upgrading our booking with an easy and smooth service! :)
February 25, 2026
Unprompted review
Reply from Spabreaks.com
Hi,
Thank you for leaving us a review. We love getting feedback from our customers.
I'm pleased to hear that Bianka was so helpful and assisted you with amending your booking in such an attentive manner.
I hope you enjoy your spa experience and look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Relaxation station
I've used SpaBreaks a lot over the years and always found it to be a great site. Also discovered some lovely new spas through it. I recently booked and there was an issue with the spa's online booking system so they didn't actually have availability, but SpaBreaks' customer experience executive Bianka was so helpful in finding something else to book and keeping me updated.
February 25, 2026
Unprompted review
Reply from Spabreaks.com
Hi Rach,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Bianka was so helpful and efficiently assisted with organising an alternative spa experience when there was an issue with your original choice.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Failed to deliver voucher
Placed an order on 16/2/26 for a physical voucher to be delivered for a birthday present on 26/2/26.
Today is 25/2/26 and it still hasn't been delivered.
Emailed them on 22/2/26 and they claim the voucher was issued on 17/2/26, a week ago. Clearly it has been lost in the post or not actually posted when they claim it was.
I was told to wait until Friday and if it hadn't been received they would send another.
That's no good when I need it for Thursday. Looks like I'm going to a 40th birthday party empty handed!
February 16, 2026
Unprompted review
Reply from Spabreaks.com
Dear Jackie,
Thank you for your review. We do value all customer feedback and make sure to respond to every comment we receive.
I was disappointed to hear that your Spabreaks.com gift voucher took longer than expected to arrive.
Your voucher was purchased on 16/02/2026 and dispatched via Royal Mail 1st Class on 17/02/2026. Royal Mail currently advises a delivery timeframe of 2 to 4 working days, although some areas are unfortunately experiencing delays beyond these estimates.
A colleague in our Customer Services Team contacted you by phone today, and I’m pleased to hear that the voucher has now been delivered.
We apologise for any disappointment or inconvenience this delay may have caused.
Kind regards,
The Spabreaks.com Feedback Team
Super easy to book with
Super easy to book with, great deals! Highly recommended!
February 1, 2026
Unprompted review
Reply from Spabreaks.com
Hi Hayley,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that you found the website easy to complete your booking. With over 550 venues to choose from our Sales Experts would be very happy to recommend other spas in your area.
We'd be very happy to assist you with planning your next booking,
Kind regards
Anthony - Quality Assurance
Just booked a spa break as a surprise…
Just booked a spa break as a surprise for my wife’s 50th in June
Not the best of starts but then spoke to Drew who was first class
Really good service, professional and competent
February 24, 2026
Unprompted review
Reply from Spabreaks.com
Hi Mr Lunt,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Drew was very helpful and assisted you with arranging your booking. Apologies for any initial issues caused.
We're always happy to help via either WhatsApp, Live Web Chat or phone.
I hope you enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
A gift should be enjoyable - not made to feel like a freeloader
We arrived early and were warmly welcomed by the main hotel staff, who were kind and accommodating. We were then shown to the spa area where we were greeted by reception. The first staff member we spoke with was courteous and clearly explained how the day would run, which we appreciated.
Unfortunately, our experience changed when another member of staff took over. She was abrupt and unfriendly, offering no explanation and simply handing us our belongings, directing us downstairs, and telling us to wait outside the treatment area at 10am. The lack of communication made us feel somewhat uncomfortable and unsure of what to expect.
When we went to the pool and spa area, it was extremely busy and at full capacity, with people even filming. We only managed about 10 minutes in the sauna due to the long wait times before heading to our treatment.
After the treatment, there were no staff members available to guide us. Once we had changed, a club member mentioned that there was a relaxation room we could have used post-treatment, which is usually quiet. This would have been ideal given how crowded the spa facilities were, but unfortunately, no one had informed us. As a result, we returned to reception and waited there until lunchtime.
In the restaurant, we were seated within a reasonable time. However, when my husband politely asked whether we could pay extra for an additional item as we were quite hungry, the response from the staff member was again abrupt and unfriendly. We decided to have what was included and leave. The club sandwich itself was fine.
Overall, the treatment was satisfactory, but the customer service significantly detracted from the experience. As this was a gift, it was disappointing and, at times, made me feel more like an inconvenience than a valued guest.
February 16, 2026
Unprompted review
Reply from Spabreaks.com
Dear Carolyn,
Thank you for leaving a review of your visit to Wave Spa and Wellness Gerrards Cross.
I’m very sorry to hear that your experience was not as enjoyable as we would have hoped.
I received your venue review earlier today via the Spabreaks.com review invitation, and I hope you have seen my reply thanking you for your feedback. As mentioned, our Product Manager has been informed so that your comments can be passed on to the management team at Wave Spa and Wellness for their attention.
As a third‑party booking agent for the spas and hotels featured on our website, we are always keen to receive feedback about our own service, such as the booking process, communication, or customer support. For this reason, our review invitations are sent in two parts: the first relates specifically to Spabreaks.com, and the second focuses on the spa experience itself so that we can forward comments directly to the venue. This ensures that your feedback reaches the people best placed to address it.
If you would prefer to raise a formal complaint please contact our Customer Relations Team who would be happy to assist.
Kind regards
The Spabreaks.com Feedback Team
Excellent customer service from Jessica…
Excellent customer service from Jessica Hack extremely proactive and kept an eye out for the date I wanted very impressed
February 23, 2026
Unprompted review
Reply from Spabreaks.com
Hi D Nicol,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Jessica provided such excellent service and assisted you with organising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
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