parts are not always available and the cost is not low, but service good and prompt delivery, last point, the hot tub is great, not let me down at all, would recommend.
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Review summary
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Reviews shaping this summary
Ordering was easy and the installation team arrived when they said and installed the cover very quickly (5 mins max). Communication needs to be improved as the installation was not booked initia... See more
Very quick delivery, all items well packaged, easy to order
Company replied
Ordered a new cover for my Serenity tub. Order dispatched promptly and good tracking information given. Unfortunately the wrong size was delivered although this wasn't obvious until it had been open... See more
Company details
Written by the company
Hydropool is the UK's longest-established specialist retailer of hot tubs and swim spas, proudly serving customers since 1997 with 29 locations nationwide. We believe in the transformative power of water and its ability to enhance your well-being. Whether you're looking to stay fit, recover, relax, or simply have fun, our hot tubs and swim spas are designed with innovation and creativity to support your lifestyle. At Hydropool, we’re passionate about providing the perfect water experience for every moment, every day.
Contact info
8 Turnberry Park , LS27 7LE, Leeds, United Kingdom
- 01342311000
- customercare@hydropool.co.uk
- www.hydropoolspas.co.uk
3.7
Average
183 reviews
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This company invites their customers to review, whether positive or negative
Replied to 25% of negative reviews
Typically takes over 1 month to reply
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Great help in finding the product…
Great help in finding the product online and quick delivery
25 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind words! We're so glad to hear you found the product easily and that your delivery was quick. If there's anything else you need or if we can assist you again in the future, we're always happy to help. Enjoy your purchase.
regards
Hydropool Customer Care Team
Filters are very expensive for plastic…
Filters are very expensive for plastic and paper drum, surely you can produce and charge less
1 May 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your feedback—we appreciate you taking the time to share your thoughts. We understand your concern regarding the cost of filters. While they may appear simple in design, they are made with specialised materials designed for durability, effective filtration, and optimal performance in hot tub/swim spa environments, and with regular cleaning should give you many months of use. If you have any questions or need help choosing the most cost-effective maintenance options, we’re here to help.
Kind regards
Hydropool Customer Care Team
Life rechargeable hot tub vacuum (got better
UPDATE: it came to life after third charge and works well now; good fun to use actually. So now 4*. ORIGINAL: The product (a Life rechargeable underwater vacuum for a pool spa) arrived promptly, but unfortunately simply doesn't work) so i'll need to get my money back.
28 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello,
We're sorry to hear that the product didn’t work as expected. Please contact our customer care team at customercare@hydropool.co.uk so we can look into this for you and arrange a resolution. We’re here to help and want to make things right.
regards
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello John,
Thank you for your feedback. We're pleased to hear your order arrived promptly. We understand your concern about the cost—while the O-rings themselves are small, the shipping is a standard rate applied across all orders to ensure reliable delivery. We appreciate your comments and will take them on board.
regards
Hydropool Customer Care Team
First class customer service and first…
First class customer service and first class delivery timescales.
29 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello
Thank you so much for your kind words! We're thrilled to hear you were happy with both our customer service and delivery times. Your support means a lot to us, and we look forward to serving you again soon.
Regards
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Mr Power,
Thank you for your feedback.
After reviewing your order, we can confirm that the filter you received matches the one that was selected at the time of purchase. If the wrong item was ordered by mistake, we’ll be happy to assist you with the return process. Please don’t hesitate to reach out to our customer service team for further support.
kind regards
Hydropool Customer Care Team
(Would give 0 if possible)
(Would give 0 if possible)
Absolutely terrible experience. If I could give zero stars, I would. This retailer operates with zero reliability, questionable morals, and a blatant greed-driven attitude.
After a wet test of the self-cleaning 579 model on 1st, March, 2025, I offered £10,000, which Adrian Danson (the owner) initially refused. Two weeks later, he came back agreeing to that price and pressured me to pay a deposit immediately, even going so far as to ignore my questions unless I committed.
Once I was ready to pay—after nearly completing the outbuilding meant to house the jacuzzi—he broke his word and suddenly increased the price to £11,285 , despite previously assuring me there would be no hidden fees. This is not just bad service—it’s dishonest and manipulative.
I would never, ever recommend this company to anyone. Save yourself the stress and find a business that actually honors its word and treats customers with respect.
I have all evidence if needed to present.
1 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Selina,
Thank you for your feedback. We are genuinely sorry to hear about your experience, but we believe there may have been a misunderstanding.
Hydropool Hampshire is not affiliated with Adrian Danson or the dealership you have described. Based on the details provided, it appears that your interaction was with a different Hydropool retailer.
We take customer service and integrity very seriously at Hydropool Hampshire, and we strive to provide clear, honest communication with every customer.
If you have any further concerns or would like to clarify this matter directly with us, we would be happy to speak with you.
Kind regards
Hydropool Customer Care Team
The right choice
Excellent service throughout the entire process. John at Hydropool Portsmouth listened to our needs and budget, and suggested the perfect Spa for us. Lead time was short which was all planned and arranged by Scott. The installation went well and on time, the team who installed were very professional and knowledgeable. A follow up call later by Scott to ensure all went well was appreciated. Now here, the quality of the Spa and its performance ensures we made the right decision by buying a Hydropool spa.
28 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Danny,
Thank you so much for your kind words and fantastic review!
We’re thrilled to hear that John and Scott were able to guide you through the process and that the installation met your expectations. It’s always our goal to make the experience as smooth and enjoyable as possible—from the first conversation to the final follow-up.
We’re delighted you’re enjoying your new Hydropool spa, and we truly appreciate you choosing Hydropool Hampshire.
Kind regards
Hydropool Customer Care
Awesome customer experience!
John could not have been more responsive or helpful at every stage of our buying journey. Highly recommend service and a fantastic product!
2 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for your kind words! We’re delighted to hear that John was able to support you so well throughout your buying journey. Your recommendation means a lot to us, and we’re thrilled that you’re happy with your product. If you need anything in the future, we’re always here to help!
kind regards
Hydropool Customer Care Team
Process easy to navigate and order only…
Process easy to navigate and order only downside was postage charge cost almost more than the parts ordered and was only a tiny Jiffy bag used.
£8.10 parts and £8.00 postage !!
7 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Graham,
Thank you for your feedback—we really appreciate you taking the time to share your experience. We're glad to hear you found the ordering process easy to navigate!
Regarding the postage charge, we understand your concern. We do offer free delivery for orders over a certain amount, but unfortunately, smaller orders like this one don’t meet the minimum threshold. This helps us cover handling and postage costs, even for lightweight items.
That said, we’re always reviewing our policies and appreciate input like yours—it helps us improve.
kind regards
Hydropool Customer Care Team
Great service
Great service from Daniel and Scott. We absolutely love our Hydropool and the whole process was made super easy. L
7 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you so much for the lovely review! We're thrilled to hear you're loving your Hydropool Hot Tub. Daniel and Scott will be so pleased to know they helped make the process easy and enjoyable for you—that’s exactly what we aim for.
Wishing you many relaxing and happy moments in your new tub! If you ever need anything, you know where to find us.
kind regards
Hydropool Customer Care Team
They were able to repair my Hot Tub even though I was out of the country
They were able to repair my Hor
4 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Joseph,
Thank you so much for the great review! We're glad we could get your hot tub repaired—even while you were away. We always aim to make things as smooth and hassle-free as possible.
regards
Hydropool Customer Care Team
5 star service, genuinely happy 😊
We attended the Southampton boat show in 2023 where we got to see the spas in action and asked any questions, staff were super helpful. Then attended again in 2024 where we dealt with Ollie who was fantastic at going through the spa with us. We paid a deposit and took delivery in 2025. Scott Wiggins kept in touch via email answered any questions and guided us through what would happen. On delivery day we had Simon and Adam arrive super friendly and respectful of our home. Set up went really well, within 3 hours. Then to finish off a phonecall from Scott to confirm all went well. Customer service is brilliant which running my own company I know is super important. I am really happy with the service received and our 679 platinum hydro pool spa ⭐
10 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Linzi,
Thank you so much for your detailed and thoughtful review! It’s fantastic to hear that your experience with us—from the Southampton Boat Show to delivery day—was such a positive one.
We’re delighted that Ollie was able to guide you through the tub selection in 2024 and that Scott kept you well-informed throughout the process. We’ll be sure to pass along your kind words to Simon and Adam as well—they’ll be thrilled to hear that their professionalism made a great impression on delivery day.
Customer service is something we take immense pride in, so it means a lot coming from someone who runs their own company. We’re so pleased you’re happy with your hot tub and truly appreciate you taking the time to share your experience.
Wishing you many relaxing moments in your new tub!
Warm regards,
Hydropool Customer Care Team
Efficient service
Efficient service . Polite and helpful service by Luke who entered and opened our hot tub. He is a contractor to Hydropool.
Not easy to communicate with Hydropool service department direct for advice and information re follow up and parts
The 2 are not joined up which is frustrating
8 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Jacquelyn,
Thank you so much for your feedback! We're really pleased to hear that Luke provided you with efficient, polite, and helpful service — we’ll be sure to pass along your kind words to him.
We also truly appreciate you highlighting the communication challenges you've experienced. We understand how frustrating it can be when things feel disjointed, and we're actively working on improving coordination between our service department and contractors to provide a smoother experience for our customers.
Your comments help us get better — thank you again for sharing them.
kind regards
Hydropool Customer Care Team
Top-notch customer care and a fantastic engineer
We had a few minor issues with our Hydropool product, but the customer service we received was outstanding. Chyna, our customer service contact, was incredibly professional—she took our concerns seriously and made sure everything was addressed promptly. She also arranged for an engineer visit, and Andy, the engineer who came out, was excellent. Not only did he resolve the issues efficiently, but he also took the time to explain everything clearly. Top-notch customer service and a fantastic engineer—very impressed!
8 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Victoria,
Thank you so much for your kind words and thoughtful feedback! We’re really glad to hear that, despite the initial hiccups, your experience with our customer service team—and especially with Chyna and Andy—was such a positive one.
Chyna takes great pride in ensuring our customers feel heard and supported, and Andy is truly dedicated to delivering not just solutions, but a clear understanding of the process. We're thrilled they both made such a great impression.
We’ll be sure to pass on your praise to them—comments like yours make our day!
kind regards
Hydropool Customer Care Team
Reply from Hydropool Hot Tubs and Swim Spas UK
Thanks so much for your feedback! We're glad to hear the replacement product worked well for you and that delivery was quick.
regards
Hydropool Customer Care Team
Scott Wiggins at Hydropool was superb
Scott Wiggins at Hydropool was superb: he went above and beyond to support us in resolving the problem we had. The resolution was prompt and he was clear and thoroughly professional with his advice.
3 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Good afternoon Elaine,
Thank you for your kind words! We're thrilled to hear that Scott provided you with excellent support and a prompt resolution. We take pride in delivering professional and clear advice, and your feedback means a lot to us. If you ever need anything in the future, we're here to help.
Kind regards
Hydropool Customer Care Team
Speedy diagnosis and repair
Speedy diagnosis and repair. Very pleasant engineer.
19 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind review! We're delighted to hear that you were happy with the speedy diagnosis and repair. Our engineers always strive to provide efficient service with a friendly approach. If you ever need assistance in the future, we’re here to help!
kind regards
Hydropool Customer Care Team
thank you for help and understanding of…
thank you for help and understanding of what was required.
10 March 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Thank you for your kind words! We're glad we could assist you and understand your needs. If you ever need anything else, we're always here to help!
kind regards
Hydropool Customer Care Team
Still haven't received goods that have…
Still haven't received goods that have been paid for .
5 March 2025
Reply from Hydropool Hot Tubs and Swim Spas UK
Hello Andrew,
We're sorry to hear that you haven't received your order yet. We understand how frustrating this must be, and we’d like to resolve this for you as soon as possible. Please reach out to our customer care team at customercare@hydropool.co.uk so we can assist you further. Thank you for your patience, and we look forward to resolving this for you.
Regards
Hydropool Customer Care Team
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