From the moment we arrived, we were met with an unwelcoming demeanor from the staff, who appeared disinterested in acknowledging us. This was unexpected, as our global spa experiences, including those in Winnipeg, have always started with a warm welcome. Unfortunately, this was not the case at Thermea. The staff seemed visibly annoyed that we were in line for assistance.

Upon entering the changing rooms, I was met with complete disarray. The space was overcrowded, and my assigned locker was inconveniently located in a high-traffic area. As I attempted to access my locker, a staff member collided with me while pushing a large black laundry bin, striking me forcefully with the bin. When I reported this incident to the front desk and requested a new locker, they responded with excuses about the locker assignment process and barely acknowledged the situation. The second locker provided was situated in a cramped corner with at least ten other women trying to change. It took approximately 15 minutes just to gain access to it. My partner also experienced similar chaos in the changing room, ultimately abandoning his belongings quickly to escape the overcrowded space.

When I finally emerged, I hoped the worst of the chaos was behind me, but unfortunately, it persisted throughout the facility. Every space—the steam rooms, saunas, relaxation areas, nap rooms, and pools—was overrun with loud, disruptive guests. No staff were present to enforce the expected quiet atmosphere.

In the eucalyptus steam room, for instance, a couple engaged in a loud and heated conversation, ignoring other guests’ reminders about the silent-room policy. We left and proceeded to the dry sauna, only to encounter the same issue: loud chatter and disruptive laughter. Hoping for a respite, we attended a class, but even there, guests continued talking throughout the session, despite the teacher’s presence and reminder that it was a silent class. Strangely, the instructor did not even address the interruptions, even when guests were speaking directly in front of her.

Seeking a quieter environment, we moved to the pool area, only to be met with groups of visibly intoxicated individuals loudly conversing, with wine glasses scattered around and feet propped near the pool edge directly near our faces. Frustrated, I approached the front desk and requested staff intervention. The attendant appeared annoyed and said she would notify the manager, but no action was taken.

Our attempts to find solace in the nap rooms were also unsuccessful. The space was filled with disruptive groups, including loud, giggling individuals repeatedly triggering the automatic doors and arguing couples. There was no place on-site that offered peace or quiet.

The lack of cleanliness of the spa was alarming. Both pools had countless wine glasses and paper cups propped at the sides, accumulating snow and cms away from falling into the pool, or worse causing injury. One staff member was even seen fishing garbage out of one of the pools.

Toward the end of our visit, an employee (Tess) randomly approached us to inquire about our experience. We hesitantly shared our concerns, including the persistent noise and lack of staff intervention, to which she suggested we should have done our part and notified staff “in the moment.” This was particularly disheartening, as we had done so multiple times. Tess offered to provide vouchers as a gesture of goodwill, which gave us a glimmer of hope that the night might end on a positive note.

When we met Tess however, she appeared to have forgotten us claiming she didn’t recognize us, as we apparently looked different from 30 minutes earlier. She quickly jotted down our names and a vague summary of our feedback, handed us a card for further comments, and dismissed us.

This entire experience left us disillusioned and resolved never to return to Thermea. The lack of organization, disregard for guest concerns, and absence of a serene atmosphere fundamentally contradicted what one expects from a spa experience.