Alton Towers Spa — Attraction in Staffordshire Moorlands

Birthday Spa Day inc back massage & lunch.

Needed to re-arrange booking and couldn't get hold of anyone by phone, email or twitter. Booking was sorted days after we should have gone. Then had to be cancelled and re-booked again due to the queen's funeral, communication was resolved by this point and we were told 'When you finally make it to us we will make it extra special for you both'. Ughhhmmm.

When we got there the signage for the spa from the hotel didn't exist so we asked staff and they directed us to cbeebies hotel. We parked up and walked past the hotel entrance to the 'side door' which looked like we were going into a building site with the fencing. The door was like a fire exit so we were confused but went in and there was the spa reception on our left.

Instructions on the letter were:-

The alton towers spa is located on the first floor of the Alton towers Hotel. If you're arriving by car, we offer free parking in the cBeebies Land Hotel car park to all spa guests. The spa entrance is adjacent to the cbeebies land Hotel.

The next thing we noticed as opposed to other spas we've visited was the lack of spa smell on entry.

The woman on the reception told us to get changed and then pop back out for a tour. A little map would have done as its not really big enough to get lost.

It's been done as a ship deck but it was lacking something more than an atmosphere. Perhaps its a bit dated? There was no relaxing music on in the background so felt very strange & quiet.

Face cooling station was a great idea.

The changing rooms are rather small and lacking hair straighteners and a swimming costume drier.

There was only 1 more guest for the whole day. Doesn't this tell towers they've got it wrong when other spa's are booked all the time?

The back massage by Leanne was out of this world though, she's amazing and a credit to your team. We felt totally relaxed after.

The food was delicious and a good choice although its during your spa time and we thought it was after so wee didn't get a full day in the spa.

Overall we were disappointed in the Alton Towers Spa experience.

Perhaps the directors should have...

I really hoped to give a 5 star review for this spa, as I very much enjoyed the company of the therapist Lucy I spent time with, and I did enjoy the treatments I received from her.

The spa itself had a very limited option of what I was able to do being pregnant, but this was made very clear to me via their brochure prior to visiting the spa, so is no fault of their own.

The reason for the loss of 2 stars is because out of the 2 treatment packages I requested. The first called a 'Mama to be Package' was advertised as being 90 mins long with the following areas of focus: Legs, back, tummy, face and scalp.

When Lucy explained what the treatment entailed before we started, she missed out the scalp massage so I mentioned it was included - to be told I had to choose between the scalp and facial. I then informed Lucy I'll stick with the facial and thought I must have misread the brochure. 60 mins later, this treatment that should of taken 90 mins was complete, and we were moving onto my next treatment.

Once again I assumed it was due to my misreading of the brochure and made a mental note to check it later.

Once I had left the spa, I checked the brochure to find I indeed was correct with what should have been included and the timeframe. Feeling disappointed, the next day I popped in to let the receptionist know in which she responded she'd let 'Sarah' know ( not sure who Sarah is but I assumed she was management) and I left.

No apology or even recognition was offered for this mistake which if it wasn't made, would have made me not want to proceed with the treatment considering I paid £110 for only 60 mins worth of treatment which is extremely dear even for London prices (where I'm from) and I'd never pay.

Customer Service needs improvement from this aspect and owning mistakes that should have not occurred, especially if it leaves customers £110 out of pocket.

It would have also been nice to have a fruit selection offered to those visiting the spa, as there was only water and a...

The spa experience was very good, and the staff at the spa were lovely. This was bought for me as a present - I have been 3 times before and absolutely loved it. Sadly this experience was let down by the lack of attendance to detail. There is a button by the foot spa - it says ‘press for Prosecco !’ We pressed twice in 20 minutes. No Prosecco. Then the meal was very disappointing this time. Very limited choice - my daughter had a burger which was very dry, I had salmon - which was lovely - but the veg was sat in a pool of oil. We asked twice for the cocktail menu - which I could see on other tables. We were ignored. Eventually the server brought a normal drinks menu and looked blank at me when I again said about cocktails. Dessert was ice cream or sorbet. This is not the experience that I have had previously. I’m really sad, as I wanted my daughter to have a good time. I shall not be...