Thermae Bath Spa — Local services in Bath

My partner and I visited bath on the 3rd of Jan , we decided to do a walk in into the therma spa , we also thought we would treat ourselves to a massage £125 each per massage and £40 something each for the pool and spa facilities . I chose a bamboo deep tissue massage as I was feeling a little tender on my back and legs . I have had many deep tissue massages in my life , I’ve had fantastic ones and some not so great . This was the worst I’ve ever had . The masseur was a little intense and really went in hard with the sticks that were being pushed from the point end down my back . I have a large mole that sticks out on my back , and felt like she nearly ripped it off , I had to knock her arm and stick off as it was painful . I told her it was a mole , how she never seen it is beyond me . She carried on digging in the stick but around the mole . I’ve never experienced anything like it . I was lying there thinking this must be the way they do it . Then she started using the flat part of the stick to rub up and down my back and legs really hard to which I had to keep saying not so hard to start with . I felt awkward as she was African and I thought I wasn’t explaining myself clearly enough thinking there was maybe a language barrier as she had a strong accent . You never go in hard on a deep tissue to start , especially if you’re constantly saying it’s too hard . Through the whole of the massage I was worried about my mole but chose to ignore it as I was lying flat down almost naked and felt too embarrassed to say anything . After I had a relax I approached one of the girls on the front desk of the minerva suite and told her what had happened with my mole ( she was very lovely and understanding sorry I didn’t get your name ) she then called the duty manager . Melanie ( duty manager ) jones I think came over and I was taken into a room still in my bathrobe , she asked to have a look at my mole and asked if she could photograph it , she was pleasant enough . She showed me and it looked ok but I know it had pulled as it was so tender . I asked if it could be written in the accident book to which she pulled out a an accident form and started to fill it out , her attitude changed while she was doing this . I asked if I could have a copy of it and she assured she would e-mail it to me . This was Saturday , it is now Tuesday , I have since phoned and e-mailed customer services as my mole is still tender but I’m being ignored . This is pretty disgusting behaviour , I’m just trying to look out for myself as moles can be a little worrying . To be ignored by this company is disappointing, furthermore I have never had a deep tissue massage and felt more tender for three days after than I went in . The bamboo must be a gimmick or the masseur doesn’t know how to use them as it is not pleasant. The spa itself is lovely , swimming on the rooftop is lovely but just try not to have an accident there as you will be not be met with a...

Do NOT go to this spa, anybody who has given a positive review clearly has never been to a good spa in their lives or has terrible taste.

I will say, before posting this review I emailed the customer services with my feedback, giving them an opportunity to respond and issue a refund, however this supports what many other bad reviews have claimed, which is the staff have no concern at all for customer experience and feedback, which is a shame.

One of the worst spa experiences I’ve ever had. I visited Bath Spa with my partner for her 21st birthday and we both left after about 20 minutes incredibly disappointed.

From the start, the phone policy set a bad tone. I understand not wanting phones in the spa, but forcing us to lock them in sealed bags that can only be unlocked at reception is unnecessarily restrictive and feels like you’re being treated like a child. If you need to take an urgent call, you have to leave the spa entirely, which creates stress rather than relaxation.

The rooftop pool, which should have been a highlight, felt more like a leisure centre or even a prison. A gormless, yawning and miserable member of staff was patrolling the perimeter and I was “told off” simply for standing to admire the view for reasons I’m still unsure? This patronising approach immediately destroyed any sense of calm. Inside the pool itself, there was nowhere to sit back or recline, so everyone ended up huddled on the steps or edges. For a spa, the absence of proper loungers or relaxation areas is baffling.

The steam room and sauna were no better, nowhere near hot enough, people talking loudly, and poor design that meant there’s nowhere to recline and get comfortable.

Around the spa, the overbearing signage for the rules and ‘danger of death’ and constant staff enforcement created an atmosphere of tension. At one point, my robe was removed from a lounger while I was in the pool, by a warden with blue gloves on, which felt unnecessary and hostile.

The changing rooms were cold, clinical, and poorly designed, with many lockers not functioning, and no male/female separation. To take a shower before leaving, we had to walk down two flights of stairs and then back up again, which is a terrible ergonomic layout, especially for women who have to wrap in a towel and walk up 2 flights of stairs with a big glass window down to the pool, completely inappropriate.

When leaving, the staff were standing around chatting, showing no interest in engaging with guests or asking for feedback.

It’s a shame, because the building itself is stunning, but the way the spa is run completely ruins the experience. For +£80, this felt like a total waste of money. We left stressed and disappointed, not relaxed, which is the exact opposite of what a spa...

Very very disappointed. Below is my email to customer services of what happened - their response to date has been woeful and they still haven't refunded us, offered any kind of compensation for our inconvenience and costs and they gave us no warning when they knew about the incident 24 hours earlier - totally unacceptable.

"We booked back on the 19th November to come for a Spa day on the 5th December.

For us to come we needed to take time off work, arrange childcare and make arrangements to travel to Bath for the day.

The first we heard of any problem was this email that I didn't pick until later in the morning due to patchy internet access whilst out in Bath.

I received a phone call at around 11:23 from a member of your team - merely two hours and half before we were due to arrive.

By this point we had already travelled to Bath and were walking around the City.

The lady on the call explained the situation and I enquired as to whether it would be possible to offer some kind of extension on the 2 hrs already booked as a goodwill gesture - she proceeded to ask for card details to make the refund and said I would need to email about that. I then asked why she wasn't able to communicate to customer services for someone to give me a call. At this point she repeated herself for card details and said she was going to hang up the phone and then proceeded to do so. I'd recommend listening to the recording if you have a copy of it. It was disrespectful and inappropriate for a paying customer who was extremely disappointed and had been inconvenienced at this point. I don't even recall an apology being made. This member of staff should be re-trained in how to deal with customers and spoken to at the very minimum.

The outcome is we've been severely inconvenienced and put out of pocket with the lateness of your communication, treated very badly by your team and have not had any further reply to explain how you intend to deal with this given the money for the spa day has already been taken weeks ago. Of course I understand it's a difficult situation for you to have to inform customers but looking at the website and social media now I can see you were aware of the situation on the morning of 4th December. You really should have emailed all customers with bookings over the next few days at that point to make them aware and suggest they follow news to keep an eye on the situation. That would have avoided lots of inconvenience, disruption and...