Thermae Bath Spa Reviews 

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?!

Booked the cross baths for a private party in April but obviously cancelled due to C19. I was also promised a refund back in August, and have been told today that it was approved back on Sept 16th, but that it takes 8 weeks to be processed. Absolutely disgraceful. We all know it is just the click of a button to refund the money. I'm down £375 right now and getting more angry by the day.
As for the phone lines being down, that is not true. Staff are still on furlough and there are no persons available to man the phones, emails are easier to ignore than phonecalls.
Shocking treatment. We wont be rebooking. I'm looking into legal action now....watch this space

1st Dec 2020 Finally got a refund 2 weeks ago, after threatening with the small claims court. Repaid in full

I have yet to experience the Spa and don't even know if I will bother. I made a reservation which had to be cancelled due to Covid and in September was told I would get a full refund. The timeline was increased from 6 to 8 weeks and today I have been told it now takes 12 weeks for a refund - thats 3 months. Their website confirms they are experience technical difficultites via phone so you can only email. With this awful customer service I don't think I will even bother to rebook going forward!!!