Les Thermes de Saint-Gervais Mont Blanc — Local services in Bonneville

I am deeply sad of the service offered yesterday.

After trying to enjoy, with my sister, a relaxing afternoon we tried to give feedback of the incorrect experience to the staff, but they weren't really interested. Indeed, they said we were right, and they knew the space was overcrowded and point us to write it on-line.

We've been coming here since we move here 10 years ago and we see that this is becoming a one-stop for tourist without trying to guarantee the best experience.

We were interested on talking to a manager to give detail of our feedback in order to improve, but they told us that managers weren't on site and that the only channel to be done was through this. This is absolutely unadvisable on a customer experience for a high-end service that costs over 60€ x person.

On detail, the things we think they should improve to give the deserved experience are:

First, limit the capacity. The sit was giving even more entrees than the space alowed. Clear sympthons: no space for leaving your shoes, nearly zero lockers available, groups of more than 10 people entering the space, no space to leave your bathrobe, nearly no space in the outdoor circuit water and outdoor sauna. The capacity should be studied and max (80%) for people to enjoy a relax afternoon. Ans mostly informed to the customer to be able to choose wether is the right time or not. In our case, as locals we would have prefered to come another day than experiencing this.

Second, limit the groups. In our experience in other thermal resorts and spas, they limit the amount of people in groups to 3-5. Yesterday they let in groups of +5 and +10 that where loud and constantly disturbing the relaxing time.

Third, ask for silence. This could be done with more communication on the space and staff dedicated to ask for silence if people where not respecting the space.

We truly believe that if the people managing the space are worried (they seemed not) they should be focusing on improving this three isses.

And last, I believe that the channel to give feedback and experience with the staff should be more professional and well managed. We where trying to give it in person with education but they didn't even took note.

We can understand that coming on a Saturday can be more busy than on the other days, but this is not an excuse for not doing the three points above better.

If someone who works there truly matters, I am open to give more insights for a better experience because we don't want to loose a bien être space here in Le Fayet. Above the points said there are other things that could be improved. I will try and find an e-mail to send it also on the site, although the team didn't provide anything else.

And yes, we're said because after 10 years if this is how they work we will need to find other spaces for covering this part of our well being.

I really hope that tourist who read this also understand that this is a real thermes and we need more respectful space and demand the right to have a...

SUMMARY OF “LES THERMES SAINT GERVAIS LES BAINS”

OVERALL VERDICT Never coming here again. While this is the only ‘natural spa’ in the region, there are plenty of nicer places to go in Megève or Chamonix or if you really want upscale spa, over in Switzerland.

GENERAL SUMMARY

Overpriced underwhelming stress factory with terrible customer service, lack of amenities (very basic changing area, not enough showers, and maybe one mirror for the entire changing area of 30+ people, no hair dryers or soap, etc) , long wait times and poor phone service to check in or make appointments (I made several attempts to book at various times of the year and the website was down then it didn’t work then the receptionist said they’d call me back yet never did), hidden costs, and dubious business practices.

COST + WAIT TIME

For the prices they charge (we paid 50€ for 1 adult and 1 small child), you only get 2 hours access and 20 minutes of that is spent waiting to check in because they schedule a group of people at one time so you ALWAYS end up waiting and taking it out of your 2-hour window.

The front desk handed me a robe and a small hand towel and plastic sandals then told me I’d paid for them upon checkout! Not honest people at all. I left them there, even though they refused to reimburse me. I even spoke with 2 staff but they seemed unphased. They probably do this to tourists all the time.

CUSTOMER SERVICE

The front desk staff is unfriendly and rude. Not only on the phone but in-person. They charged us for things we didn’t want without letting us know then refused to reimburse us and were rude about it too, telling us we should read their Terms and Conditions from beginning to end. Dubious business practices. Blaming the customer for buying something we thought was lend because the front desk handed it to us. Epic fail, people!

SPA EXPERIENCE

Once inside, the changing area is VERY basic (not enough showers, and hardly any mirrors, no hair dryers or soap, etc).

We felt stressed because we only had 90 minutes and the staff walked around reminding us then asked us to leave 10 minutes before the given time. NOT what anyone would like in a spa environment. The spas themselves are nice but it is like a nicer swimming pool. There are spa services you can pay for (need to book and very limited and expensive) but for the basic fee, you don’t get that. Yet, compared to the customer experience, the spa is the best thing I...

My wife and I visited the spa on a wet Saturday afternoon in early September. We live locally and for Christmas I had given my wife a multi-day pass which we were using for the second of five entries. It is hard to imagine when might be a good time to visit. Obviously not ski season or school holidays, So we thought September might be OK. By OK I mean not overcrowded. But we were wrong. By 3/4pm the management have issued far more robes than there are hooks on which to hang them ! The place is poorly managed. Men wear loose shorts that result in excess water deposited in the saunas where the benches soon become soaked and therefore the small individual towels issued for use in the sauna are soon wet. The saunas themselves (3) are quite small. They are OK when its not busy, but on our most recent visit the ambiance was ruined by people struggling to gain entry to the cabins partly due to their size in relation to the small doorways and cabin design, and because the subsequent heat loss makes even the hottest cabin a disappointment. The cabins themselves are nice, but they are unsuited to accommodating large numbers of people in 2025 where people have become larger. This is no criticism of larger people because I am above average size. The cabins are not integral to the site. They would be easy to replace. This business is clearly very popular with both locals and visitors. In my opinion the business is in need of a rethink. Given its popularity and presumed profitability the client facilities are grossly inadequate for the volume of customers granted entry. There is significant scope for renovation and improvement throughout. This includes refreshment bar which during past visits has been stock with more than just breadsticks, apples and modest beverages.

I advise taking note of the congestion in the shoes deposit area. On our visit it was not possible to tie ones shoes laces without risking contact with the groin of a fellow visitor trying to identify an empty pigeon hole for their shoes. Tip - if the shoes storage is already 80% full. Don't waste your entry fee. Come back another day.

Needless to say I will not be repeating the purchase of a multi-day entry pass once this one has expired.

It’s a...