Thermae Bath Spa Reviews 124

Poor service! The phone is never answered and they claim they are so busy but have been trying to call for 3 months now!!!! So annoyed!!!!

The Spa is clean, staff are friendly and helpful. The bamboo massage was professional, but not the best massage I've had.
The rooftop pool was good, but again missed that special touch; views were amazing.
The saunas were good... But as people have written overall it did feel overcrowded. I would have expected the Spa to have a set a (lower than pre covid) limit for the day. It felt abit like a school swimming trip on ocassions.

Very over crowded changing areas. . Unpleasant staff. The pools are basically Covid soup with way too many people. Nowhere to sit and relax. No phones allowed inside which is ridiculous in this day and age. Massive rip off.

They’ve done a great marketing job, unfortunately it’s a very over priced venue where too many people are let in at any one time. its not somewhere to relax and certainly not what we’d have classed as a spa - more of a public baths

Booked four tickets for the girls to have a relaxing afternoon at bath spa and it’s somewhere I’ve been desperate to go! I was actually really disappointed and let down with my experience, the customer service at the desk was un friendly, they didn’t tell us where to go or describe how we get the robes, nothing about the one way system which meant we kept getting told off, and the lockers we spent the first 15 minutes working them out! The place was busy which couldn’t be helped, pools were nice and saunas. My main complaint would be about the food, apparently there was no chef so their were three options on the menu, the staff here were rude and fed up too, I had the salmon cous cous and it was awful…my broccoli was black and burnt and inedible, the cous cous was so Unseasonsed and the salmon was slippery and goey, without too much information I was poorly after and regretted eating the salmon. I feel so let down, for £70 a ticket I’ve had a more enjoyable time at the pool at my gym with my sauna. I paid for two tickets so I’m out of pocket and feel like my experience was so so disappointing…would I come again? I’m not sure.

They require you to book over the phone but they never pickup. They say they have a large call volume and say to call back and automatically hangs up. I then emailed them and received an automatic email saying it takes 5-7 days to respond and that they don’t accept bookings via email. I’ve called 4 times and the same thing happened every time.

How are customers supposed to book your services?!

Terrible customer service.

Have called several times and followed advice to e mail. No response at all after 2 weeks. Want to change a booking made months ago. Concerned about losing our money.

Tried calling and emailing to redeem a gift voucher (which wasn’t exactly cheap) and no one was available to speak to. They hang up when you call and take up to 7 days to answer a simple email. Don’t waste your time

Walk ins accepted - avoid trying to book on the phone. Steam rooms open now. Students take admission card for a substantial discount. We loved it and highlight of our stay.

Absolutely disgusting customer service. Cannot book online and customer service takes 5+ days to get back to you with a response even though you have disclosed intention to book AND given a phone number to call.

I understand increase number in enquiries due to covid but you have had 12+ months to put measures in place, everybody else seems to be coping now.

I have given up and gone elsewhere.

Awful experience just booking this place. Website asks you to phone them for bookings - but phone line permanently busy - either endless ringing or recorded message telling you to call back later. I hung on for about half an hour - got through, booked a convenient slot (yes the sauna is closed so this is indeed an expensive swim with a view!) Email arrived confirming payment processed - but no booking confirmation. Still trying to get information from the spa for the last 2 weeks re my confirmation!!!!!!

I have just tried to book a few gift vouchers for family members ( 4 women for a day out). I thought I would contact them to ask a few questions - and a good job i tried. I cannot get through by phone and they say 5-7 days to get back with an email reply.
They have just lost a decent amount of revenue

Tried sending an email - customer serrvices sent an automatic reply. Someone will get back to you within 7 - 10 working days.
Treied sending email - reservations due to high volume of emails and calls we will call you within 5 - 7 days ??
At that rate, you could reserve a position for a child going through school to become an employee to answer correspondence ??

Booked Thermae Bath Spa last year 2020, but because of COVID it was canceled.
January this year we asked for refund. Since then I've been calling each month chasing to get my money back.
Today is July 7th 2021 and still I didn't receive a single email or text, basically NO communication whatsoever.
Its impossible to get through to customer service due to a high call volumes any time of the day. And even you get through they are like a broken record, with no answer.
I am really disappointed and will never recommend to anyone.

Update: Having been trying for over a month, at different times of day, I have never been able to speak to anyone on the phone. Only the recorded message then cut off. After phoning, going to the website as stated by the recorded phone message. Sent e-mail containing my contact details as requested in an automatic e-mail reply (? circular pattern here?) then received this:

"Thank you for your email.
Please note, due to the volume of calls and emails we are currently receiving it may take 5-7 days to respond to your enquiry.
We are unable to accept bookings via email, so please keep trying to call our phoneline on 01225 331234. Alternatively, if you have provided your details including copntact number in an e-mail we will endeavour to call you within 5-7 days
Our phone lines are open 9am-8pm Mon-Fi & 9am-5pm Sat-Sun.
We thank you for your understanding.
Reservations Team

If I am not contacted soon, my daughter will be requesting a refund of the cost of the voucher.
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My daughter bought me a Twilight for Two voucher for my birthday in September 2019. The session was booked for March 2020, but of course that was cancelled as a result of the 1st COVID-19 lockdown. Once back open many attempts to re-book were made but I kept being told they would contact me when they had caught up with the backlog of bookings that needed to be rescheduled, but I was never contacted. Then the country was in and out of tiers and lockdowns until May 2021. Thermae Bath Spa have made themselves uncontactable with answer phone messages which go in a loop or cut you off and they do not respond to e-mails. Very poor show YTL Hotels for shoddy customer service. We know it has been difficult for everyone, but really there is no need for silence.

Absolutely horendous customer service. Trying to book my vouchers for over a month now. I send emails to reservations and they answer saying that I should call the booking number, when I call their phone line, the message say that because of the high volume of calls I should email to book. So it is an endless loop. This is spa is scaming everyone, as they are very quick to take everyone's money, however refuse to deliver the service.

Phoned to book today a 2 hour Spa session for two on 19th May. Was told when I was about to book that they do not know when the steam or sauna rooms will be open. No mention of this on their website So basically £35 each for a two hour swim in the roof pool and the indoor pool. I don’t think so. Think I will wait until it’s all open. Expensive swim!!!! Oh government guidelines say saunas and steam rooms can open on 17th May. They obviously don’t know about this.

Absolutely shocking customer service. We booked in January 2020 for June 2020 but couldn’t go due to COVID. We are still waiting for a refund and have received no correspondence, cannot get an answer to emails or phone calls.

I will now be pursuing this through small claims court. I recommend avoiding at all costs.

Keep trying to call to make a reservation but it’s either permanently engaged or there’s a recorded message telling me to email. I’ve emailed and got told to call ! I work full time. I cannot sit on my phone all day trying to get someone to answer me and take my booking. Very disappointed and not impressed 😡

What they are doing to be people in this current time is shocking. I bought a voucher. Pandemic hit. They shut but don’t keep anyone working to reply to emails or calls. Opens again- they give out a number which they NEVER answer. I’ve tried multiple times on multiple days. Emailed them and they reply saying they can only take bookings through phone. Asked for refund after months of this going on- via email. They replied we don’t refund vouchers. So I’m over £100 down. Plus was a gift for my partner. They deleted Similar comments to this off their social media pages. They have time to do that but not sort bookings or refunds for people. Even when they are “closed” and not taking calls they have someone deleting all the angry comments and people asking questions about refunds. Pure scamming people and keeping their money! Something needs to be done about this place it’s disgusting

It was a great place for relaxation however, they weren’t allowing people to take pictures? If you go look for this spa on socials plenty of people were having their pics taken and we weren’t allowed for “ privacy” what privacy ? We just wanted to take OUR PICS without including others?!