Thermae Bath Spa Reviews 

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.

Firstly, the amount of people in the Spa at our allocated time made the atmosphere chaotic and extremely busy. It was not in any way relaxing! One of the steam rooms was not working so this made the one working steam room packed with queues outside the door. This was also true in the ‘relaxation room’ as there is only a few beds and so again, this lead to people waiting for long periods of time outside the door. Certainly NOT a relaxing area to be in.

The roof top pool was lovely but again, too busy and we were stuck in the middle of the pool looking like a couple of twits.

One of the lifts was not working and I note by looking at your trust pilot reviews that this has been the case for over 8 months!!!

The staff were not particularly friendly or helpful and did not seem to be monitoring what was going on in all the pool areas.

The lower pool was basic and did not have any atmosphere with very little decoration. This area has potential and could have been so much more in keeping with the traditional thermal spa ambience.

The overall cleanliness of the spa is not very good at all and many of the areas were dirty, especially the staircases and the thermal pool.

We were really looking forward to our trip to the spa following a long drive and left more stressed than we were before we went in! Not the experience we were hoping for at all.

For £38 each, this was very poor value and not worth the money at all. Feel let down, out of pocket and disappointed. Left after 45 mins.

Messaged the management over a week ago and no response. Very poor overall.

Paid £115 for 3 people to enjoy my daughter 18th. The whole Spa was over populated with rude individuals. No room in the sauna, no room in steam room, no room in the star room, no room in the infra red room, no room in the jacuzzi and Lazy River not working, lifts not working.
The Roof Top was so busy we sat in the middle like lemons. The whole place was hectic.
Really inappropriate behaviour from couples in the pool.
Complete waste of money, the sauna was like a ‘busy bus stop’ with everyone taking over everyone & people leaving the door open. It was a ‘free for all.’
Not at all managed well with simply too many people. Time of visit 10:15am on a Friday! Avoid….
The Spa was surely intended to be relaxing. It was CHAOS!

We visited in January and it was lovely.

Won’t be going again soon.

I had a good experience at the Thermae Bath Spa on 28th April, was difficult to get a hold of them initially to book for the spa but got through after trying continuously for 4-5 times. The pools were clean and the water was warm. The only thing disappointing was no memories of the place, no phones or cameras were allowed and also there were no photo booths inside the attraction.

Shocking service. Took weeks of trying to get through on their phone lines to get a refund on a voucher but their service is appalling noone answers the phone. I eventually got through and was promised a callback about the refund. Noone has called me back so now I'm stuck trying to get through to them again so frustrating.

THE WORST CUSTOMER SERVICE IVE EVER RECEIVED!
Happy to take your money for vouchers on the phone but good luck getting through to any one over the phone or email to book them in!

Does anyone actually answer your phone? We email and we’re told to phone and you never answer. We have £200 worth of vouchers to use and we can’t speak to anyone to book it in. It’s absolutely ridiculous!! Worst customer service ever!

Not able to get through on the phone for days which is how you are advised to book on the website. No way of getting a response by email either as reply is they will respond within 10 days... shocking to think that this is how you can run a business for paying customers !! I cant comment on the 'bathing/sauna' experience as havent managed to speak to anyone and will stay well clear of this company. If they are so busy employ another receptionist or two? Will go elsewhere where customer service is higher on the list of providing a good experience

Like others I have been trying to use a gift voucher purchased in December 2019. Securing a booking is absolutely impossible!
The place used to be lovely but sounds as if it's gone downhill. Have asked for a refund. Not holding my breath.....

Think I’ve dodged a bullet here, been trying to book for weeks but no one picks up the phone and emails are ignored. Now having read the reviews I’m absolutely astounded it’s not been closed down!! A total disgrace

Absolutely disgraceful. There is no good customer service there.
Due to the messing around with the bookings and now telling me they cannot book me in for several months. I decided to get a refund. I informed them that I have recently change banks and give them the new details. They paid or try to pay into my old bank account and the bank have confirmed that no payment was made and if so would’ve been rejected. A month later someone from firm a bath spa informed me that I needed to wait 120 days for the finance team to look into this absolutely diabolical.However this may be a blessing since then a few people I know have been and was not impressed very dirty needs a good clean

Absolutely agree with all the bad reviews....Will never visit again, Absolute filthy rip off, everyone is telling the truth....its honestly the most disgusting place we've ever visited. Don't waste your money.

Absolutely disgustingly dirty. Don’t be tempted by the rooftop pool like I was, it’s black with dirt at the bottom!! The whole experience was horrific, from the spa experience, to the treatments. I booked it for my partners birthday, and walked out in absolute tears, I was so embarrassed about the cleanliness, and the level of professionalism in the treatments And staff. There was dirt and balls of dust larger than my hand in the changing room, which were especially vile. Obviously I complained, and was merely offered a free spa experience (no thank you) or a £30 refund, despite living 4 hours away!!! In total I spent £180. The cleanliness is naturally incredibly concerning due to current covid times. DONT waste your money!!! The place is falling apart. No lifts working, no hot water, no jacuzzi, and filthy. I will upload email evidence if need be. And photos of the filth. Terrible shame. Not to mention the awful customer service. It certainly will not be long until this place is closed down! I will upload evidence of the email and filth on another review platform!!