Thermae Bath Spa Avis 

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!!

I have been trying to book the Therme Bath Spa since last year. Yes I know there has been a lock down, but when restrictions lifted I tried, to be told I couldn’t book and try November. But then try November and still can’t book. Then I try ringing a few days go and can’t get through due high call demand. So have emailed. Which responded 5-7 days. Getting frustrated my voucher runs out in June. Any advice Therme Bath Spa

Booked a visit in November 2020. It was cancelled due to the lockdown. I asked for a refund and was told it'll take 12 weeks to process! I was offered vouchers instead. I have since been unable to get hold of anyone to book a visit. For over a year when I phone I get to a voice message saying due to high call volumes they can't answer and then they hang up. Maybe they should get more staff if they have high call volumes! Or just refund me!

Not relaxing at all. Very stressful. Over crowded I was very excited to go but would not recommend this place at all. They’ve basically just packed as many people in as possible, it’s a Covid playground. The whole robe and flip flop thing is ridiculous I needed to bring in medical supplies but someone ended up taking my robe. Just all round crap experience.

I have to say I was initially quite excited for my trip here, but hadnt realised I'd booked to go to a brothel.
Hookers with old guys and openly talking about and entertaining their "clients" is not a great look.

I booked a twilight package thinking that may be a nice, chilled experience. It wasn't.
The pool was too busy. People have no idea or respect for personal space.
The food was awful. You get a choice of 4 meals - pork loin, salmon or a bacon and tomato pasta which I had. Cant comment on the others but the pasta was genuinely the worst I've ever tried to eat. We left and got some decent food at the pub down the road.

For a place that's supposed to relax you, this was certainly not the feeling I came away with. Would not recommend.
This isn't a spa - it's a novelty tourist trap.

I just visited the spa last week (Oct 2021) and have previously visited multiple times before (last time April 2017). I am so disappointed. I previously recommended the spa to everyone I knew. Now I would say its not worth it. In 2017 I paid £36 for 4 hours, and it was just perfection- so relaxing, pristine... genuinely good for the mind and body. This time we each paid £37 for 2 hours. The booking system was crazy- you can only book over the phone, but no one answers, so I emailed, and got an email over a week later. I was told over the phone that the 2 hours did not include time to get changed (but we had an addition 20 minutes at each end for that) or time in the cafe - i.e. you get the full 2 hours in the spa. When we arrived (20 mins before our session to allow for getting changed), the reception was empty, but we were told we could not enter yet and to come back in 10 mins. We returned 10 minutes later and reception was rammed and we had to queue outside, despite having our booking. At this point we were told we only had 10 mins to get changed at the end of our session, plus time in the cafe was included in our spa time. There were three of us- all of us had problem with our robes - one had a used plaster in the pocket, one had two broken belt loops and the other had torn seems in both pockets at the bottom- i.e. no pockets. Getting changed was chaos: no free changing rooms, then it was a nightmare trying to get lockers. We ended up sharing a locker between the three of us, before queuing to use the loos (they were all queuing, even the ones on the next floor up from the entrance). We decided to head up to the rooftop pool first, to find it was packed: there was no space around the edge, and the edges under the water looked grimy. We then went to the sauna and steam rooms. Most of these were too full to get into, and when we did it still felt like there were too many people in there- sitting closer to people than we would have liked, and also they were just very loud with everyone's conversations. The indoor pool was the same story. Could barely get into the pool, and the lazy river wasn't working. The jacuzzi was working, but it was too busy to get in. Yes the water is nice, and yes its pretty. But the whole experience was rushed, loud and crowded. Not relaxing at all and I could not recommend anyone visit until improvements are made. It felt like a public swimming pool, and in fact, my local pool is cleaner and more relaxing and less crowded. The lifts were also out of order when we visited. So disappointing. I felt embarrassed that I had recommended it to my two friends (who hadn't been before and we hadn't seen each other since 2019 due to covid), as our post-covid reunion. We all travelled - from Norwich, Oxford and Bristol. Very disappointing and not worth the money.