SpaBreaks Reviews

Name: SpaBreaks
Address: First Floor, Clerks Court 18 20 Farringdon Lane, London
Rating: 1.15

1.2 Rating 103 Reviews

4 %

of reviewers recommend SpaBreaks

Company Reviews

Questions

Metrics

1.2

Based on 103 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 043 6600

Email:

sales@spabreaks.com

Location:

First Floor, Clerks Court 18 20 Farringdon Lane
London
EC1R 3AU

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was fortunate enough to win a £1,500 voucher from my company last year, which I asked them to provide via SpaBreaks.com. Over the year, I planned to enjoy occasional short breaks and spa treatments for myself, my partner, and my family, saving a significant portion for my mother’s 60th birthday this September. However, when September arrived, I was shocked to find that the voucher had expired. I was unaware of the 12-month validity period, which seems entirely arbitrary given the nature of the services they offer. Disappointingly, I was unable to use the remaining balance, and over £500 has now effectively gone into SparBreaks.com’s pocket. I contacted them via email to request consideration for an exception to this policy, which I had only just discovered. It took several emails, phone calls, and over seven weeks for their customer relations team to reply. While they initially acknowledged my complaint, Samantha McEwen quickly dismissed it and stated I had used all of the voucher. I requested further clarification and a statement of account, as this seemed incorrect to me. After seven weeks of waiting, Samantha finally responded again, dismissing my complaint again but also confirming that there was over £500 remaining on the card. They mentioned that, for a £25 fee, they could have extended the validity period if I had contacted them earlier—a policy I wasn’t made aware of until it was too late. I am now left with no options, and presumably, the £500 will either contribute to the staff Christmas party or appear as profit on their balance sheet. To me, this feels deeply unfair. This is a company that promotes rest and relaxation, but my experience has been anything but restful or relaxing. I will not be using SparBreaks.com again and do not recommend them to others. It’s likely cheaper, more straightforward and safer to book directly with the hotels listed on their site.”

Helpful Report

Posted 2 weeks ago

“Horrible business, they only care about their profit. I am regular at going to Spas and booked a few slots with this company. One of us couldn't attend because of illness and Rachel couldn't care less and refused to refund. Tamzin you can keep the money if you are in major need. Will never use them again.”

Helpful Report

Posted 1 month ago

“Do not use this company, go directly to the place you want to use, we arrived at our accommodation and we wasn’t happy therefor we asked for a full refund in which the accommodation place had requested a full refund on their side, rang spa breaks they full on refused us a refund and said it’s not negotiable, the customer service is very poor to say it’s a huge company, don’t give them your money they will do anything to not give yours back, they will give you a credit note that’s only valid for 1 year and think this is acceptable.”

Helpful Report

Posted 2 months ago

“Awful customer service. Ultimatums on payments if you want to change the date of your break whereby if you don't pay by 5pm the same day you make the change you can kiss goodbye to what you paid!". Not responding to emails and phone calls. On the second time I had to change my dates I did this direct with the hotel and then spabreaks contacted the hotel to ask them to call me to contact them about paying the £25 admin fee. This is the first and last time I am going to use Spabreaks, I should have read the reviews before booking.”

Helpful Report

Posted 3 months ago

“Worst experience. Avoid like the plague. Worst experience. - Technical issues - Awful partners - Antagonistic customer service - Fraudulent terms and conditions relating to refunds. Took almost a year to schedule our spa day due to technical issues redeeming the voucher online. To be fair, support did help to resolve this. However... The spa tried to reschedule via email, due to noisy maintenance work, while we were already on our way. We tried to reschedule by phone but every time we called there was no answer. When they did eventually answer, they put me on hold and then left the phone off the hook. I left messages with reception. My calls and emails were not returned. I have a strong feeling that this spa partner AND spabreaks.com like to try to con people out of redeeming vouchers, as they get paid either way. Eventually I called SpaBreaks.com directly to request a refund. Before I could even explain, I was being interrupted by Lucia Contanza Marinacci (quite possibly the rudest "customer care" person I have ever encountered). *Call recordings soon to be made public* She simply refused to let me speak or explain the situation, and repeatedly and continuously interrupted with the phrase "But our terms and conditions"... The situation is this. We have had an awful experience with SpaBreaks.com. We don't want credit. We want a refund. No goods or services have been transferred. But they are refusing to give refunds. Lucia eventually just hung up on me, resulting in my formal request for digital copies of the call recordings so I can share them publicly. This company needs to learn that you cannot impose terms and conditions regarding refunds that are inconsistent with the provisions of UK consumer protection legislation. "Any terms and conditions that attempt to limit or exclude these rights are likely to be deemed unfair and, therefore, unenforceable (Sections 62-65 of Consumer Rights Act 2015). Consumers have the right to expect services to be performed with reasonable care and skill (Section 49). For goods and services that have not been provided, or if the service is not provided with reasonable care and skill, consumers are generally entitled to a full refund. Quite frankly, this company sells relaxation days, but provides the exact opposite. Stay clear, go direct, cut out the middle man. The complications to redeem and schedule and reschedule and to then be refused refunds just isn't the service you are looking for.... Furthermore, for a £150 you'd have thought that SpaBreaks.com were a little more concerned about protecting their reputation. But instead of just refunding an unhappy customer, they prefer not to, and prefer that you leave bad reviews for both them and their partners. They prefer to make you submit data protection requests and jump through hoops. It's a classic model. They know that 50% of their customers will never redeem the vouchers. They only need to provide a few small problems to inconvenience the remaining 50% into also failing to redeem the voucher. They know that customers looking for relaxing spa days won't want to reschedule with entities that are being problematic and stressful. And if and when anyone does refuse credit, they just refuse refunds. It's called GETTING PAID FOR NOTHING. And it's a con. REFUNDS ARE IMPOSSIBLE. I AM YET TO RECEIVE MY REFUND.”

Helpful Report

Posted 6 months ago

“I booked my 1 night spa stay with Spabreaks at Ashford international hotel and didn't get no confirmation call or email and no time arrangements. Missed my treatment because no one told me what time it was, Spabreaks didn't ring me to book up the time for treatments or dinner or afternoon tea. Dietary requirements were not followed for afternoon tea and it was late so I couldn't have it before returning to London on my train. The most helpful people where Lily at the reception at the hotel and a General manager called Toby and a therapist called mea. The was a very rude older therapist called Alison who was rude and stroppy and was refusing to serve us. Alison made us feel unwelcome. Lovely hotel and staff but Spabreaks are really bad with communication and refunds. They don't reply to emails. Avoid them at all costs. If I stay at the hotel again I will book directly and not via Spabreaks. They can keep their discount and dishonestly and stress. Disgraceful behaviour.”

Helpful Report

Posted 8 months ago

“I used the spa breaks website for the first time the other weekend and booked myself a day at Pennyhill Park in May. I tried to book direct with Pennyhill Park via their website and it said they didn’t have availability on the day I wanted. I then saw that your company had a promotion on for Valentine’s Day with a 10% discount so I went on your website and found Pennyhill Park and was able to book the day I wanted, so I bought vouchers to cover the cost and got the 10% discount. How fantastic was that!!! So I’m a very happy customer.”

Helpful Report

Posted 9 months ago

“Apparently being pregnant and then having a baby who was premature by MONTHS and in need of an incubator and not allowed to be home, is not a “Valid” reason to extend my gift card. Absolute joke. Money thieving company.”

Helpful Report

Posted 10 months ago

“Terrible customer service. I had to beg for 10 days to receive confirmation of my booking despite their terms saying 48 hours. They’ve booked my couples experience as 2 SEPARATE TREATMENTS and TIMES. oh, and they won’t refund for their mess. AVOID”

Helpful Report

Posted 11 months ago

“I booked a hotel break through Spa Breaks, but I harbored reservations about their customer service. When I contacted the hotel directly, they informed me that they had no record of our booking and, consequently, no room available for us. Despite reaching out to Spa Breaks for a rebooking, I was ignored. Resorting to social media, I posted about my experience, prompting a response from Spa Breaks claiming that someone had contacted me, which was untrue. In the absence of any communication, I had to approach my bank directly for a refund, only hearing from Spa Breaks after the refund had been processed. The customer service was deplorable. Spa Breaks manipulates and deletes comments on their social media platforms to create a false positive image. There are suspicions of fake reviews as well. In light of these issues, it's clear that Spa Breaks operates dishonestly and should be held accountable. They should refund the money to the hundreds of individuals who have been affected before attempting to deceive others with their deceptive practices”

Helpful Report

Posted 11 months ago

“If I could give SpaBreaks a 0 star rating I would... After buying a voucher for a spa day at Luenire Spa London, we turned up to what was not a spa but a Retirement Village leisure facilities, which the SpaBreaks website is falsely advertising. With facilities not working on the day and an aqua aerobics class on during what was the first half of our visit, there was no where for us to enjoy our spa day, so we left without using any facilities or receiving treatments - which the spa staff completely agreed with. SpaBreaks have been extremely unhelpful in understanding the issues and I have only received a 50% refund, with their customer experience liaison no longer responding to any messages. I am now £96 out of pocket, have wasted a day annual leave and am extremely frustrated and upset. It's clear this company does not care about looking after their customers, they only care about tricking people into parting with their money and refusing to refund when they are at fault.”

Helpful Report

Posted 11 months ago

“After reading reviews for this company I will AVOID. I tried to buy two full spa day for a Xmas gift when i pressed to buy instead of it being £124 each the total went to £135 each and it wasn't for postage as I opted to print them myself. So they lost out, not conning me out of money I wonder how many haven't noticed this.”

Helpful Report

Posted 1 year ago

“I feel as though I have been miss sold a product by this company, under my consumer rights. I believed I was buying a spa break experience. When confirmation came, I realised I could only use the so for 1 hour. Really…this is what they think a spa experience is.”

Helpful Report

Posted 1 year ago

“AVOID AT ALL COSTS!!! AVOID AT ALL COSTS!!! my partner booked a spa Day package at the Belfry with this company for my Xmas gift. Spa day for 2 with 2x treatments Fire and Ice experience with afternoon tea and a bottle of processco... with a 12 month expiry date... rang to redeem the voucher and they said the offer was no longer available!! ...??this goes against all customers comsumer rights!! how do they not have the package they sold you ???? he was the offered another package that didnt include 2 x treatments only the fire and ice. he was not happy with this and requested another offer which was a package with overnight stay that included treatments and fire and ice for an additional cost, all booked for bank holiday weekend. Rang hotel a week before booking date to book in treatments and the hotel say there is no treatments on the voucher. Rang Spabreaks to complain and they said there was nothing they could do, you either take the package offered, pay additional for the treatments ( so even more money!!) bearing in mind his already folked out £360 or get your money back (ohh ..in voucher form to use on Spa breaks ). Appalling customer service. apparently customer complaints do not have a phone number either only email which could get ignored or take weeks to respond !!! also i will add they are very crafty by sending the voucher without any description of what is included in your voucher so you cant prove what was originally sold to you and apparently they dont have any archive on their system for past sold packages so they cant help you in anyway because they cant see it ... then not to minutes later relate to you what they think was on your original package without the treatments !!! thankyou Rachel Suffling for pretending to be the supervisor ...so you do know then ..no?? its so infuriating how they can lie so easily to cover their tracks. The package newly sold also had items missing ..who would pay that much money for a spa weekend to the Belfry without treatments included?? Unbelievable. Honestly you are better off using another company your only going to be ripped off ... use to Groupon at least you get what is promised and its cheaper. I hope Abbey Selby MD is proud of the level of customer service your company is providing!”

Helpful Report

Posted 1 year ago

“Awful experience. On 3 occasions the package booked online was not available and we were forced to continue to try and rebook on every occasion due to them only ever issuing a credit note. The customer service is appalling, there is no aftercare or support once they have your money. When I contested the original issue I was point blank told there is nobody more senior to escalate a complaint to (by Sinead) this was clearly a lie as subsequent complaints were escalated higher when the spas kept cancelling our booking due to “no availability”. One of these occurred 6 days after booking and meant we only had 72 hours notice that our weekend plans were cancelled. On many occasions throughout this horrific experience I was constantly having to chase to get responses. Any booking giant his company is clearly de-prioritised by the spa so it really is not worth it - just book with the spa direct! Many of the SpaBreak packages don’t save you any money and some even cost more than going direct!”

Helpful Report

Posted 1 year ago

“Sally was the lovely lady that helped me sort out my Christmas gift deal! The hotel it was booked for didn’t have the dates I desired and I was so gutted! I looked at different hotels on spa&hotel.com and asked if I could change to ******** hotel, I saw it had the same package etc… and she was more than happy to assist me to check they had the availability I was hoping for! She called me back within the hour and gave me great news that it was available! (Valentines weekends are busy) she made sure we got the days we wanted, the treatment times that suited us, and the time we went for dinner! All in all this was fabulous customer service, we did pay a tiny fee because we did get treatment time longer than the vouchers experience. But I cannot thank Sally enough! Now to look forward to our spa getaway in 3 weeks knowing Sally had sorted everything and confirmed all in a email! There definitely needs to be more people in the world like Sally 🥰”

Helpful Report

Posted 1 year ago

“I gave my daughter a voucher for £100. When booking she saw the room was on offer direct at £120. If she used spabreaks then the cost was£323. That is quite a profit margin. I told my daughter to rip it up, as contact with these people is a waste of time if not impossible. Dick Turpin is alive and well. AVOID”

Helpful Report

Posted 1 year ago

“Whatever you do - MAKE SURE YOU READ SMALL PRINT before buying anything at all from SPABREAKS First of all you can get better deals by contacting the hotels/spas yourself. Gift vouchers are non-refundable EVEN when things go terribly wrong ! Customer Service is disgraceful, it is like dealing with a robot ! I have not left my name because this was a gift and I don't want to upset anybody”

Helpful Report

Posted 2 years ago

“Book with Spar seekers to go on a girly overnight Spar stay a Craiglands Ilkley. Booking was so easy, unfortunately day before we were due to go my friend caught covid. But I contacted the Hotel and they moved our booking to a different date Just return and had a fantastic time. Would use this company again without a doubt. 🙌🙌🙌”

Helpful Report

Posted 2 years ago

“Awful customer service. Rude staff. Unwilling to offer any solution to issues caused by them and the venue. Avoid at all costs”

Helpful Report

Posted 2 years ago

SpaBreaks is rated 1.2 based on 103 reviews