Santai Spa — Attraction in Metropolitan Borough of Solihull

Visited Santai Spa for the second time (evening spa from 6-9PM). The first time we visited, there were lots of loud people with smartphones around the pool area and jacuzzi, mainly from 6-7. Afterwards, when most were gone, it was a bit more peaceful and that's why we decided to give it a second chance one year later.

We were pleasantly surprised that this time we had to sign a notice that informed us that no cellphones are allowed in the facilities. This new system made a difference and no one (except for one person) was using their phone! However, again when we entered the facilities, it felt like entering a public pool. People shouting, jumping in the pool, swimming laps, incessant loud talking etc. Not a relaxing sanctuary at all (which is the whole purpose). We are not British and have visited several spas in the UK and found it to be the same everywhere. In general, Brits don't have spa etiquette at all. Apparently they think spas are a place to socialise and laugh. So if you want to relax, it's not worth the money spent, you will come out frustrated. Just go to any spa on the continent instead.

We don't want to give this spa less than three stars however, because they aren't responsible for people's rude behaviour. We do feel there is still room for improvement. You can't forbid people to talk but could gently nudge them to be quiet and respect others by hanging up signs that ask this - there was no sign that said "please be quiet" anywhere. This could also be mentioned at reception when checking in.

We also found that people were not using the towels provided in the sauna, so the wooden benches were drenched in sweat. This was not listed on the sauna rules and could be added. The wood in a sauna is not supposed to get wet. This is better for its maintenance. Also evidently we didn't want to put our fresh towels on someone else's sweat.

The lack of hooks on the walls next to facilities such as the sauna and hammam make people throw their towels and bathrobes everywhere (looks untidy). Simply adding some hooks would really help. We noticed there are three in the jacuzzi area but six people are allowed in there, so there should be six hooks.

Otherwise facilities are OK. Hammam is definitely not too hot, the temperature was ideal. Sauna was too cold (65 degrees °C). Jacuzzi is lovely and warm. Heated loungers are wonderful. Did not do a massage or accessed the gym so can't comment on those.

This could be a brilliant spa if the management takes the right decisions. With some little changes it could already improve a lot. Again, the no cellphone notice that was introduced was a good measure and we can only encourage this!

We won't visit again and will spend our money in Western Europe where spas are much cheaper and people behave decently. But we do wish this spa will improve and reach its...

A lovely experience ruined by a very rude staff member. I returned to this spa today after having a great first experience. Unfortunately this wasn’t the case this time. I pre booked a massage for the morning of my check out, when booking I was made aware that I can’t pre book space in the spa and would have to do it the morning I would like to use the spa, last time I stayed I was able to book the time in the spa when I booked the massage, however I had done this in person the night before not over the phone like this time. So as I was told to, I called down the morning of my massage and asked if I could book some time in the spa with my massage, I was told on the phone “it’s not busy you don’t have to book”, so I headed down to my massage (this part was amazing, it’s such a shame it was ruined), this is where the experience took a turn; a lovely girl was getting me a towel to use the spa when a very loud & abrupt lady stopped her and asked if I had checked out of the hotel (I had checked out of the hotel last time I used the spa and had my massage) and because I had she took the towel back off me and said that I could only use the spa if I paid £55, in shock as I was being stared at by other customers as this lady loudly made a scene for others to see, I explained that I had been told on the phone it wasn’t busy and that I was able to just pop down and use the spa with my massage, she confirmed that it was herself on the phone and that it was my own fault that I didn’t tell her I had checked out and that I couldn’t use the spa and accused that I gave her the wrong information. At no point was I asked when I was to check out so I am offended that she would humiliate me infront of other customers due to her own mistake, I understand that there may be customer policies but if the staff are making mistakes with their set policies then ridiculing the customers should never be the solution. There was not one attempt to apologise for her mistake or miscommunication. Whilst getting dressed in the changing rooms I then witnesses two other customer asking for help with their lockers, when they did this the manner she then spoke to them about not being able to operate the lockers confirmed that it’s not just myself this woman is abrupt and rude to, when asked for help she belittled them and irately stormed off saying “I’ll just get the mater key”, it was extremely uncomfortable for everyone in the changing rooms. I will have to look for a different spa hotel for the next time I return to Birmingham as the idea of having to encounter this woman again and have another trip ruined is extremely...

Probably wouldn't visit again at full price, whilst in general it was a nice spa, it was very cramped for space. The greeting was pleasant but staff weren't wearing masks, and the changing rooms were tiny. Not relaxing getting changed in touching distance of others, especially with covid safety in mind.

Out into the pool area the atmosphere was very chilled, and the spa was good quality. Unfortunately though the sunbeds were damaged, and there wasn't really enough space on the poolside for the number of them, so again you're very close to others, but also to the pool: so any splash from people swimming got your feet wet. There were jets built into one side of the pool but no guidance on how to use them, I assume they were broken (although no signage).

The sauna and steam were lovely. The body ice was a nice touch too. So was the multi-function rain shower.

The hot stone beds were something I'd never seen before. A great idea, not perfectly evenly heated, but still very relaxing.

The free tea, coffee and hot chocolate was self service, and out in reception so you had to get dry and put your robe on to go out for it. The only coffee was espresso from a domestic nespresso machine, no milky coffees available, and the staff told me they had no hot chocolate in stock too.

The outside jacuzzi was lovely and warm, but the seats weren't moulded at all like in some, just a tiled bench, and the jets were not evenly spread so they moved you around the pool towards the other people. Worse, there were too high suction water inlets under the water, and I cut my foot on a sharp edge of it sucked my foot in. Not good.

After our three hour session (~£50 each) we went to get changed, but so did everyone else, only one shower was working, so there was a queue, and the next group came in at the same time so the room was even more cramped. The shower was nice, but the three bottles of complimentary toiletries were all labelled "hand wash" so no idea what they were and I didn't use them. Then, trying to open my locker I needed to go out to reception to ask a member of staff, who was busy checking in new visitors, so there was a wait, and it turned out the lockers only need a bash to open them...

All in all, it was a nice spa experience, but the negatives did build up, and the cost was a bit...