Thermae Bath Spa Arvostelua 

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!!!