Thermae Bath Spa Reviews 124

Not able to book and contact customer service. Been trying for months now and every call goes to voice mail saying that due to high volume of call that unable to answers, not option to purchase online.

Absolutely shocking customer interaction on social media. Keep posting about having to hand your phone over, lots of unhappy customers but comments either removed or blocked. Tried messaging on Messenger but that is 'unmanned' too. AWFUL.

Zero stars. Over-crowded, extremely noisy, even rowdy, and not clean. The treatment was horrendous and when we questioned its quality, they brought out a manager of sorts whose sole goal was to put the blame on us. Impossible to get through to customer service to provide feedback. It's a completely jungle. If you want quality treatment and a relaxing atmosphere, run for your life.

Absolutely worst customer service I’ve ever dealt with, aboud at all cost was trying to ring to book in from 15/11 for a Christmas present could not get hold of anyone, line doesn’t ring just states they are busy and to email, phoned daily could not get through, just an email 3 times since the 15/11/22 still no reply, website is down. Absolutely Shambles of a place and needs new owners / managers /!

My friend also had a voucher in December 2021 she was trying one whole year to book in couldn’t get through managed to get free in November and voucher has expired and did not extend it, definitely will not be going.

Just want to add that although I have to confess that I'm not a regular to this type of thing so please take that into consideration however, I have to say that my experience is wholly positive. The spa was clean, towels gowns and footwear also adequate and not too overcrowded (booked spa for 9am and treatment for 11am) and the treatment was excellent. Emma the therapist was fantastic. I do have to admit that the process of booking the experience after paying was as most people have already written about but once that had been overcome, the morning spent at the spa was great. Would go again and recommend to friends based on my experience.

Very dissapointed with the overall customer care and conditions of the spa.

Firstly I had to try & call over 17 times to book in, and the email option was never replied to.

Conveyer belt system, the roof top pool needs a clean as some areas of the floor are green and the tiles to step in from dirty!!

Put it this way also I did not expect to visit on an early Sunday afternoon to feel like I was an extra on the side in a porn movie!! My Christmas treat vision was not to see a display of erections and people grinding each other!!

The whole place was rammed the young man in the downstairs pool looked like he wanted to punch people for leaving a robe on a lounger.

Robes that were given were thin and overworn, no music in the sensory room and had to press the buttons numerous times for the showers to come on, the ice room consists of a large sink with a very thin layer of ice cubes, no time limit on the mosaic relax bed room...same people for over an hour!

On leaving we were asked if had a good time, advised not and got an insincere reply and seemed more interested that we had given the wrist band back.

Will not be visiting again or recomending.

Waste of the phoning or emailing. I have two vouchers I can't use as I cannot reach them. TOTALLY USELESS answering system.

I've since had them phone me several times and email me. Obviously they have made improvements and now they are on the ball.

Trying to book for weeks now, dont answer calls, dont get back to you.

So, I've giving 3 stars on the basis its a real mixed bag. The booking service is appalling - we ended up booking in person as that was the only way to contact someone!!
However, once there, the experience is lovely. Beautiful roof top pool with views over Bath, mixture of sauna and steam rooms plus my favorite bit being the 'lazy river' in the basement pool. Definitely worth a visit but the booking system definitely needs to be sorted.

Their approach to reservations is appalling. I rang the reservation number and a recorded voice told me several times they are uber busy and I should email. So I did as requested and sent an email. They then send an auto request saying due to the volume of emails and calls it mean they will take 9 DAYS to respond AND I should RING!! So what should be a pampering luxury experience is painful and unpleasant before going through the door. AVOID!!!

Keep trying to get hold of them to book a session, but phone cuts off and who ever answering emails are useless. After covid/re-opening customer experience has been non-existent

When did ‘experiencing an unusually high volume of calls’ become a euphemism for ‘don’t care enough about our customers to employ enough staff’. Brexit? Covid? Whatever. The result is the same. A customer experience not worth the money.

I have been trying to call them since August and I have emailed them 3 times for booking but there is no response. My vouchers will expire in Nov 22 and I will have wasted my money!!

The booking team emailed me and called me back. I managed to book a two hour session on the phone.
As for massages all sold out! New bookings available as from November 2022 for … 2023!!

Bought two vouchers over a year ago for my wife and daughter to get a spa day and a treatment. My wife has been trying to book a date for 12 months and they never have anything available (cannot book online, only phone!)
Have written numerous email to customer services and never got a reply.
An absolute waist of money.. I recommend to anyone who will listen not to give their money to this company and to look elsewhere.

How I had wished I had read these before I booked.
This was the most unrelaxing experience ever and also to be gifted with a cold for my efforts.
OVERCROWDED AND STANDING ROOM ONLY. Had I wanted to sweaty experience I would have enjoyed a few spins on the Underground during peak hours.
Not only was one of the saunas closed but everything else was standing room only with lines being formed outside of the saunas.
The hum of the chat in the pools was deafening to a point and one barely had the space to gently paddle. 
This was an overpriced, oversold germ-infested experience for both of us. I've come away with a dreadful cold.

I wish I had read these reviews before. I fail to understand how this is acceptable. 

I would have had better luck at my local leisure center, and not have to spend heaps of money and a 2-hour journey to experience "Bath Spa"

There is a big reason why they have many staff circulating through the change rooms, to make sure you definitely don't take your phone in anywhere to capture any evidence.

I had hoped that the massage booked at end of our dreadful experience would have redeemed itself slightly, but nope. Even during my massage, I could hear the hum of chatter from the next room.

I pre-booked two people as a birthday treat. We arrived early on a Tuesday lunchtime and the front desk were very helpful and allowed us in early. After a bit of a time finding a spare locker and working out how the system worked, we changed in the incredibly hot and cramped changing room and went to the lower pool. We spent about 20 minutes there - it wasn't too bad, a bit like a hotel swimming pool although the bubble pool only stayed on for a few minutes at a time which was rubbish. We decided to go up to the wellness centre. Unfortunately, we discovered that the Roman room was out of order (no one told us) and the other facilities were crammed full with people queuing outside. Oh, and the lifts were broken. We couldn’t use any of the facilities there so went up to the roof pool but found that full up too. It was a very uncomfortable cramped experience and not the calm and tranquil experience we were expecting from looking at the marketing materials and web site.

Very disappointed and a bit dejected, we decided to leave and I went straight to the front desk to mention that we were leaving and would be looking for a refund. We then changed and went back to the front desk.

None of the staff were empowered to help us with a refund and had to call the duty manager. He apologised for our experience but refused to give us the refund we expected, having had such a poor experience. He stated that we had been using the facilities for an hour which simply was not the case, allowing time for changing and walking up and back to the wellness suite and roof top pool we were in the lower pool for about 20 minutes. He offered another visit as a 'refund' but we decided to never go there again as it was so poor. He also said that they weren't even up to capacity - I can't imagine how bad it would be when it is at capacity, it was bad enough as it was.

We left pretty angry and I then phoned the number the duty manager had given us, saying that we could try with the customer service team. I guess that was just a way to get rid of us. The person on the phone had to speak to a manager (guess what - the guy we spoke to at the spa) so that didn’t get us any further.

I am very disappointed with the facilities and the number of people crowded in there, it certainly wasn’t even close to the spa experiences we’ve had elsewhere. We did comment that it was like a cattle market! We cut our visit to Bath short, returning home early. It left a bad taste, a very poor opinion of Thermae Bath Spa and spoiled what should have been a fantastic day out and a lovely birthday treat.

I’m also incredibly disappointed in the lack of good customer care and front of house staff who are not empowered to deal and resolve customer complaints quickly then and there. We went away very disappointed and angry at the experience of both the spa and the way we were dealt with. It certainly gave us the impression that Thermae Bath Spa is only interested in getting as many people in as possible, take as much money as they can and truly does not care about its customers.

I really wish I had read the similar reviews on here before booking and travelling so far just to 'relax' at this place. It certainly wasn't relaxing.

really awful welcome. conflicting advice about timing and parking and all kinds. was so bad and so rude I had to leave. NOT the relaxing experience I wanted for sure! I would swerve and find somewhere more reliable

Fortunately we seem to have dodged an expensive bullet here. Tried booking by phone which is not possible so turned up the next day at 9am as instructed to get the next session which happened to be 10:45, went back at 10:30 to pay and get changed to be told that we are too early and must come back later. At this point I realised that paying £43 each to be ordered around by young people with no manners was not compatible with my day and I had wasted enough time. Not sure if they are trying to create an ambience of exclusivity but it's failed miserably and feels more like it's a head up backside.

I had a Twilight for Two voucher bought by my girlfriend as a surprise. I had to rebook the voucher because of illness and covid, and then they told me they were fully booked for months so I couldn’t book, I asked for a refund while the voucher was in date but they told me they would extend the voucher. The customer service manager then wrote to me and said I had to pay £100 for the booking even though the voucher cost less than that in the first place. They tell you to email but they don’t answer your emails, they also don’t answer the phone for hours and nobody seems to know what they’re doing or who is in charge. The whole business is chaotic unorganised and unprofessional. As soon as I told them I was disabled, I was treated like a second-class citizen and fobbed off, They have refused to give me a refund but instead they’re trying to con another £100 out of me and I haven’t even got in the door yet. Please read the reviews before purchasing a voucher, a lesson learnt. From my experience with communicating with them for two years, DO NOT GO to Thermae bath spa, do not give them your money, do not waste your time, IT’S A CON.