Zurich Thermal Baths & Spa — Attraction in Zurich

Dear Hürlimann team,

I feel I need to share after my experience in the spa week before last. I was hoping for a relaxing pampering experience but it is not what was to be.

Before anything the extra cost added to the voucher. I don't really care that you "only have to guarantee the price for a year"... Having to pay an extra 8 CHF plus the 3chf at the entrance for a package that was a present from before COVID time is not a very nice commercial move.i feel you should honour vouchers as they were issued.

First the robe and towel. I was booked for a day spa with massage. As recommended I arrived around 90 minutes before my first treatment. I was given a robe and a hand towel. Needless to say after enjoying the Roman bath area and my first treatment they were both rather moist. By the end of the day they were both wet and uncomfortable, including the robe pockets, meaning the book I had taken with me to fill the time between treatments/relax after the baths got very damp too. I was in effect very disappointed they were no stations to swap my soaked towel for a dry one giving me no other option than rely on my robe to"dry" me off (without much success).

Second the actual treatments: I was disappointed with the spread of them as I expected basically a flowing experience from one to the next and the next. Instead I had a wait in between of respectively 45 and 20 minutes. It completely broke the potential relaxing flow of it. I'm sure it's normal by your standards but it was not made clear on booking that it would be so. Also unclear was the clothing expectations (no option for disposable underwear) which caused confusion for my first treatment (peeling). Second treatment was called a clay wrap...for which I was bundled with a (lovely American, but I had never met her before) lady in a room with a bowl of Rassoul to spread on myself then awkwardly ask the lady if she would do my back) we then waited for the stream and the shower. So not the relaxing "wrap" (on a bed, smothered in clay wrapped in warm towels) I have experienced in other spas. Finally the pouch massage. I was taken into a treatment room with 2 beds by a lady with a lovely Spanish accent. I took off my swim suit and laid on the table naked. I had only just put my face down into the inflatable headrest that I heard 2 make voices entering the room. Male masseurs I have no problem with. Being naked next to a naked man I have never met before without any warning, honestly, not really acceptable without warning. In all the spas I have been before double treatment rooms are used only for people who came together. Add to that the over enthusiasm of the masseuse on my left upper arm which I asked her to stop because she was hurting me (it left me with a significant bruise)... Not the relaxing experience I was looking forward to. The Roman baths experience, although very well put together is actually pretty noisy and sadly some customers did not really respect the quiet/relaxing atmosphere (super agitated/splashing around the gentle exercise pool... And the couple who was clearly "enjoying each other" more than the showers into the peeling area).

Overall the treatment part made me feel like some animal on a conveyor belt, without a sense of pampering or luxury. Having read through other comments I realise it could have been worse as at least it was not "that busy"on the day of my visit.

Add to that the screeching babies I was not expecting to find in the thermal bath, the whole thing failed to send me home relaxed and pampered unlike many other spas and thermal bad I have experienced before with a similar or lower pricetag.

So sadly I must say I will not return, not will I recommend it. Is a great shame because it could have been a brilliant experience... Instead it was average.

PS: this message was sent to you on 4th April and you did...

Disappointing Experience – Poor Customer Service Overshadowed Everything

Our visit to this spa was, unfortunately, quite disappointing, mainly due to the appalling customer service. We were a group of six friends trying to book online, but the website crashed, so we all ended up with different entry times. I called to ask if we could all enter together, and I was told it wouldn’t be a problem, as long as the times were close. Based on that, we decided to all go in at 6:00 PM, even though two of us had booked for 6:30 PM, and others had tickets from as early as 4:30 PM.

When we arrived at the reception at 5:45 PM, a blonde woman with glasses treated us in a very condescending and dismissive manner. She told us we had to wait until 6:15 PM to enter, despite what we were told over the phone. She claimed she couldn’t let us in earlier because of a “different system,” yet we saw her opening the door for other people during that time, which made us feel lied to and unwelcome. So there we were—six people just awkwardly waiting around for no valid reason.

Once inside, the spa experience was okay but definitely not worth the CHF 68 we paid. The facilities didn’t live up to the price tag—they were fairly average and a bit underwhelming.

Things got worse when a friend of mine had her bathrobe stolen inside one of the relaxation areas. She approached a staff member for help, explaining what had happened and asking if she could get another one or any assistance. The response was cold and unhelpful: “We’re closing, I can’t do anything for you.” No empathy, no solution, just complete dismissal.

When we were leaving, the treatment from staff continued to deteriorate. One of us was using his phone near the front desk, and the receptionist told him, “If you’re here to have fun with your phone, just go outside, I’m working here,” in a rude and unnecessary tone. Others in the group were scolded for not knowing how to use the bracelet system to exit. One staff member even said “Oh God” to my friend, as if she were stupid. I was personally treated with the same level of disrespect on my way out.

In summary, the customer service was absolutely dreadful—disrespectful, unprofessional, and lacking basic courtesy. The rooftop area is the only redeeming part of the spa, but even that doesn’t make up for how poorly we were treated. Sadly, the overall experience was more stressful than relaxing. We would not...

Where do I start! If your around zurich and your in need of total,and i mean total relaxation, please don't hesitate and visit this little gem.Before visiting I read the reviews on here and it kind of dampened my spirits in going. This was my first time here,my girlfriend bought me a day entry into the irish/roman spar for Christmas.We both arrived around 11 am today,the staff were extremely friendly and helpfull not as described by previous negative reviewers. We picked up our robes and towels in reception and made our way to the (spa changing rooms). We found a curtained cubicle area for ourselves, there are plenty of them! Not as described by previous negative reviewers! And made our way through into the irish/roman spar area using a watch shaped wristband collected at reception.Just hold it on the chip readers by the door ways.This spa has various stages that you start and go through numbered in roman numerals, cool.As mentioned by previous negative reviewers, you most certainly don't need to strip off at all anywhere.unless you pay for a massage in a closed room.It was absolutely beautiful and relaxing everywhere. Flawlessly clean and nice smelling of lavender everywhere ( which started me yawning straight away). We did the whole process 3 times and in between had lunch at the higher level bistro. The food was lovely and fresh and reasonably priced.There are areas beside the pools where you can lay on lovely heated tiles and just fall asleep while totally drying off.We didn't need to use the towels provided,most certainly never had to carry around soaking towels as previously mentioned by negative reviewers! The object of a spa is to chill out ,I can only conclude that the people who have previously given this spa a bad review have difficulty in chilling out or they must have some sort of OCD regarding perfection! Sorry but I have high standards, and for the 60 swiss francs the entry price is an absolute bargain in my eyes.Please visit here folks,reviews are helpfull but let's face it,you can't please everyone!...