Champneys Arvostelua 

Extremely unhelpful and zero customer service skills. I phoned Champneys (Springs) for some general enquires about a spa day, and in shock at how unhelpful the receptionist was. Unable to answer basic ‘yes or no’ questions, and just told me to call the other number (where no one answered after 20 mins). Beyond unprofessional.

Booked a Christmas spa day as a family treat for £690. Over half the treatments were not available on the day we booked and when you tried to find out what was available, that was near impossible. Then 3 days before our spa day we are informed that the sauna and lounge areas are "under refurbishment". When I tried to cancel I had to wait 45 minutes on the phone before someone answered!!! Then they tried to say that I did not have cancellation insurance. DO NOT VISIT THIS PLACE, IT IS A JOKE.

This is the 2nd year I have bought a gift card from Champneys, I had an issue last year but do not remember the details. The website is so outdated you are not shown a summary of what is in your basket so I inadvertently bought two gift cards. I emailed Champney's immediately to make them aware of my error and to request a refund. After several days of not hearing I tried to call them - I would advise anyone to not try this - I spent almost an hour listening to facts about Champneys and never got to speak to a human. I emailed again several times and called again only to be told their phone systems were down!! I have now rec two gift cards and am still trying to get the to cancel one and refund me. THIS HAS BEEN A VERY STRESSFUL EXPERIENCE

Forest Mere. Took my daughter for her birthday. Have been many times before but not for a while. Facilities were poor, everything is money focused. Had a treatment and the bedding was dirty but I was told it was an issue with laundry and all the bedding looked liked that! A day out at a council leisure centre would have been better quality. Don’t waste your money.

Bought a £100 gift voucher that was never sent through despite numerous emails and phone calls. In store staff wouldn't help at all. So currently I have been scammed out of £100. Has ruined a gift that was going to be used in the black Friday sale which is now ending. Very upset and will not be using you ever again.

Faulty towers would've been better!
Very understaffed, no response from the phone lnes, some staff are very rude and some clearly under pressure from being understand.

Forrest Mere- 50th birthday treat for a friend, spa evening, booking confirmed on morning 5-21:30, one vegetarian. On arrival, confirmed time of meal (charcuterie board) and vegetarian x 1. One jacuzzi out of action. Went to have food at set time to be told they were unaware of veggie so no option, needed to speak to kitchen, other two had charcuterie board, halfway through ( inc. stale crackers which tasted like cardboard!) when veggie friend presented with a glass of crudities, a small pot of humus and olives and 4 breadsticks. Pointed out unacceptable after £69 and 40 minute wait to be told needed to complain to reception. Said complaint promptly made and bit of cheese followed. In total an hour or more wasted trying to sort food ( said friend a critical care nurse who had come from work during the resident doctors strike). Back to spa 8pm ish, relaxing on water beds at 8:45 to be disturbed by a member of staff saying spa closed and 9 and male cleaners would be in to clean changing rooms. Informed staff member booking said 9:30 ‘oh yeah, that has now changed, they should’ve told you at reception’ … they did not! Back to changing room with others also in same predicament- 4 showers not working with out of order signs. Finally get a shower at 8:52, drying myself at 9:05 to be told ‘hurry up ladies the changing rooms are closed’ at which point I was quite abrupt pointing out our shambles of an experience to be told ‘ I am sorry i did not know about the misunderstanding but my shift finished at 9’…. At this point I am afraid I lost my sense of politeness and replied ‘with respect you are talking to 3 nurses who never get off on time, I am rushing as much as I am prepared to rush and if you want to send your male cleaners in then feel free’… I left our ‘relaxing ‘ spa evening so cross… and my veggie friend who made the booking had been offered £50 off her next experience after complaining… no thank you Champneys, having previous loved your spa evenings NEVER AGAIN

Oh boy, what an awful experience I had trying to buy a giftcard online.
I couldn't even log in. I tried resetting my password, numerous times it wouldn't even let me request a reset link.
Finally, I reset it but despite the password meeting requirements and me getting the tick it had been reset, I couldn't log in with it.
After too much time wasted, I just created a new account with my work email.
Then I couldn't add the delivery details for the voucher, then I had to keep entering the billing address multiple times...

I just wanted to buy a voucher! It should be the easiest thing! I really can't believe how hard they made it to give them money. You need a new website team!

We booked an overnight stay at Champneys Springs as a special treat and sadly it was a huge disappointment. Our booking was made incorrectly by Champneys’ own reservation team, so we were very lucky the Springs reception managed to fit us in at all. The room we were given had mould on the bathroom ceiling and even the bathmat was covered in black mould, which was really unpleasant. The resort overall looked worn out and not what you expect for the price. I even witnessed a serious safety issue in the men’s changing area where a handrail came away from the wall as someone needed it for support. I raised all of this in a detailed email afterwards — but Champneys haven’t even acknowledged it, let alone replied. The restaurant staff were lovely, but that was the only highlight in what should have been a memorable and relaxing stay. Very disappointed.

Very disappointed after booking an evening spa and got delayed due to an accident and then spent 30 minutes going round the spa car park with no parking till someone moved. Had a meal that took 2 hours and couldn’t access any spa facilities paid for as a result. When I tried to explain this, I was met with dismissive attitude despite willing to pay and extend the time.

Appalling customer services. Once you have handed over your money, forget about any form of customer service, it is non existent. Looking at other reviews, it is the kind of behaviour that the current MD and CEO of the company are happy to go along with.
My advice - take your business elsewhere - the service could only be better

I visited Champneys at Mottram Hall on 18th October for a spa weekend with a friend and had a very poor experience. After spending the day in the spa, my brand-new swimsuit was completely bleached. When I reported it to reception that evening, staff were uninterested, offered no apology, and didn’t acknowledge that I now couldn’t use the spa on Sunday.

We had sat in a small whirlpool that had such strong chemicals it made my eyes water, and by the next day I had a reaction requiring medical treatment. When we left for lunch, the whirlpool was closed, which my friend witnessed, yet this was later flatly denied.

It took two weeks of chasing to receive a refund for the damaged swimsuit, and still no apology. With little response I finally asked to speak to a senior manager. I finally spoke with Sara Lord, Spa General Manager, in our conversation she was patronising and my concerns were minimised and parts of my experience were questioned. Even after submitting evidence of my medical appointment for their “external investigation,” which I assume in still ongoing as I’ve heard nothing, there has been no written response, no acknowledgement of the chemical issue, and no accountability at all. Sara left it with, email when you want to come back for a day visit….asked for this in writing but nothing…..and no response to a follow up email asking for an update.

Overall: poor customer service, no responsibility taken, and a very disappointing experience at what should be a leading wellness spa. A clear disregard for their customers health and safety.

I stayed at your Henlow champneys on 6th Nov and was totally blown away. The place is a dream. The decore is so welcoming and makes you want to relax and chill. The staff we extremely friendly and professional especially hannah and Andrew on reception and the restaurant manager Mo. My treatments were out of this world and made me feel wonderful. I felt this place had such a holistic vibe that was intoxicating. Thank you for an experience that surpassed my high expectations. 🩷

Lily Hyde at Henlow Champneys was really attentive and ensured our dining experience was a good one. She is a great representative of the Champneys brand.

Improve the slow and clumsy website - after numerous attempts to book online I gave up so rang reservations after being timed out after 10 minutes I tried online again with no luck so I drove to Henlow to make the reservation in person to be told by a distracted receptioinist they didn't take on site reservations and to go online (she was sitting in front of a computer screen at the time.). Having explained why I refused to do this she took my phone number and email address and said she would have reservations contact me. A week later....as it was a present for my mother and sisters and spent the evening booking a day spa special for £99 them. Unfortunately my mum fell over that morning and couldn't make it so I hoped for a credit. At 4pm I received a call from reservations (hooray!) to be told if I wanted a credit it was only for one at that price as they required 7 days notice and I had to rebook at time by 5pm that day or lose it! When my sisters returned they did enjoy the day but on going upstairs for a coffee they had to pay extra. £297 spent and you have to pay extra for a cup of coffee. Whoever is reading this find an better alternative out there because they do exsist.

We had a lovely stay at Champneys being members we rarely get the whole overnight experience but it was lovely I wanted to point out a couple of the staff members and how lovely they have been Louise in the cafe is always a friendly face and is the hardest working ray of sunshine, the waiter we had called Dan is a polite well mannered lovely person with a passion for customer care and attention, Amir was hosting the bar in the cafe last night and he makes every drink with a smile and friendly manner not to mention makes us laugh and feel comfortable, today for lunch we had Lewis seat us with his professional manner and attention to client details he knew exactly where we liked to be seated and despite being incredibly busy made sure to tend to our needs and wish us a good day.
Thank you to the staff for making my happy place that little bit more happier x

The hairdresser at forest mere Liphook is amazing, so friendly, brilliant stylist, my daughters went to her and where over the moon with their highlights and cut . We will be returning regularly to her, can highly recommend her

I’ve just had a fabulous spa day at Champneys. I usually stay for a couple of nights but was with a friend who couldn’t so only went for a day. I was concerned it wouldn’t be as enjoyable and relaxing on so short a visit but it was lovely. The staff were welcoming, friendly and helpful. The lunch time buffet was gorgeous and the aqua classes we did were great fun and good exercise. Particular mention to Massimo who looked after us so well at lunchtime. He was charming and helpful.

I have been unwell recently and my son took me away to champneys tring for a few nights as a special treat
I can honestly say it was just wonderful every single person who works there was kind and helpful and efficient
I have been to many health spas over the years and have never had such excellent treatments -each therapist has honed their skills so well
The buffet meals at breakfast and lunch were nutritious and tasty but the evening meal was genuinely outstanding
Beautiful grounds with a peaceful calm atmosphere and my room was cosy and spotless
I feel I have benefited greatly from these threedays at tring and look forward to returning as soon as I can

Had incredible time - dont get the reviews! Had brilliant treatments, the food was 10x better than our expectation, the room we stayed in was lovely, the spa was brilliant, the staff were really friendly. The only thing I can assume is that the management has changed or drastically improved because giving the experience I had this week anything less than 5* would be criminal - had the most brilliant stay and already booked to come back just after christmas with my wife.