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

“My birthday treat just wasted as expired in lockdown and I didn’t book a date so my spa break is now not valid!! They don’t even answer messages. Poor customer service and waste of a lovely gift!!”

Helpful Report

Posted 3 years ago

“Terrible from Start to finish , booked luxury spa day, the short story, advised to ring hotel to book lunch, they said they are unable to accommodate my package. Several hours and calls later offered an alternative of a hotel stay instead. Don’t do it! Read the small print, and beware. Refund finally agreed after complaint and nothing else to offer me. They keep your money for 7-10 days so u can’t afford to cook an alternative. Go straight through direct !!”

Helpful Report

Posted 3 years ago

“I was given vouchers for Christmas 2020, and have been trying to use them throughout 2021 to no avail. For many months it was impossible to use the vouchers for online bookings, and impossible to reach Spa Breaks by phone. I filled in many online forms requesting details, requesting contact, attempting to book, never received a single response. I've now succeeded in booking through the website (and it has deducted the money from the vouchers) but 24 hours later there is no sign of any confirmation, and the venue, when I rang them to check, had heard nothing about the booking. Customer service has already been atrocious so far. I have a very bad feeling about how this will play out.”

Helpful Report

Posted 3 years ago

“Awful customer service experience. Made an online booking for an overnight spa break, received an email saying that the booking would be confirmed within 3 working days despite money already being taken in full from my account. After 3 working days, confirmation had not been received so I called Spabreaks, told that the booking had not been made, the venue had not been contacted, that this would be chased up, resolved the same day and that confirmation of booking would be emailed. This didn’t happen and I was told this for 4 consecutive days each time I phoned them. I didn’t receive any confirmation, calls back with an apology or explanation. This was after being on hold between 30-45 mins each day on the phone. I was advised on one of the days I called that the head of customer services (Sinead) was unavailable to talk to but that a request for a cancellation and refund could be made in writing or vouchers could be offered. As I wouldn’t want to book through them again, I requested the cancellation and refund in writing, had an automated message saying that I would receive a response in 48 hours but did not hear back. After 7 days of the initial online booking, I emailed Sinead directly about the issue. She later replied saying that cancellation and refunds are not given (you apparently tick a box on the web site agreeing to this in their T&C’s but definitely not clear), despite being told otherwise by her team, and that my booking was to replace a cancellation they already had from another customer! She did offer to change venue but clearly missed the point that I didn't have an issue with the venue, I had an issue with their booking process and customer service. After 8 days, I finally received booking confirmation but at this point did not want to have anything to do with Spabreaks but unfortunately now have no options of cancelling and booking elsewhere. It seems that as soon as they take your money they do not care about the service their give you, repeat business, positive referrals to others and are quite happy to ignore you. You only have to look at the shocking reviews all over the internet with customers who have faced the same experience. Avoid at all costs, book directly with the venue if you can or through a more reputable company with positive reviews. Despite them trying to sell you a relaxing break, it causes so much stress and hassle making the booking that it is not worth considering this company.”

Helpful Report

Posted 3 years ago

“We originally booked our wedding anniversary spa break via Spabreaks at the Old Thorns for August 2021. The itinerary wasn’t to our specifications and this was due to availability at the spa, so we asked for a gift voucher instead. This query took a bit of time but I was understanding and was patient. Once the gift voucher was issued, we then chose to book at The Hampshire Court Hotel in Basingstoke and had an absolutely awful experience there – I won’t go into the main details now but have left a review detailing it all on Trip advisor. However, one of the issues here was that Spabreaks sold us an upgrade option to have a 2 course a la carte dinner at the hotel rather than the £28pp allocation towards dinner, but on the day the hotel told us that they weren’t doing it so we had to have the £28pp dinner instead. Very disappointing considering the food was pretty much just sub-par microwave food. I raised my complaint issues linked to the hotel directly with the hotel, but I was told the a la carte dinner complaint would need to be raised with Spabreaks as the booking was made via them. I raised a complaint with Spabreaks on the 8th August, and the main reason why I’m leaving this review is because of the awful customer service experience I’ve had with Spabreaks overall, it’s been diabolical the whole way through. Right from the beginning of trying to get a gift voucher issued for the first stay was a battle, and now trying to get a refund (which isn’t a huge refund I may add!) The timeline is as follows: • Initial date of complaint: 8th August 2021 (promised a response from Chris Harrison within 28 days) • I sent various email chases and calls and was simply told on the phone that they would ‘chase this up with the hotel’ I was told this numerous times so it felt like no action was actually being taken. • Response received from Barry Thorn on the 17th September (day 40) advising that I would receive a refund for this mis-sold dinner within the next 14 days. • I then replied complaining that the lack of communication overall with Spabreaks was unacceptable, so can they provide me with some form of compensation? • Response received from Barry Thorn 24th September advising they will provide £40 gift vouchers for the inconveniences • Chase email sent on 14th September as 14 days had passed and no sign of the refund. • Email received from Barry Thorn on 14th September advising me the refund will be issued in 14 WORKING days (what?! This was not said previously!) as they have a much reduced team due to the pandemic. • Chase email sent on the 11th October as this had now been 16 WORKING DAYS since the initial advice that a refund would be issued. It is now the 14th October which makes it 19 WORKING DAYS since the initial confirmation of the refund. I have since emailed Spabreaks again to say whilst I am entirely sympathetic towards the current situation with Covid (I myself work for the NHS), I honestly cannot believe that I am still waiting for this refund. It's not even a big refund. I am starting to feel like Spabreaks are now deliberately trying to prolong this frustration out of pure spitefulness. I have advised them that I will not be using their vouchers as I no longer wish to purchase any future experiences through them again and will be leaving a negative review. I have started spreading the word of how appalling this company is too, especially after reading other people’s poor experiences as well. If this is left much longer I will be reporting them to Trading Standards as this is a case of mis-selling and theft. Spabreaks – don’t you dare comment on this saying some generic spiel that ‘you require more information’ or anything like that from me as it’s been me contacting YOU chasing this up this whole time and the problem is: a) Mis-selling something that never existed and b) You not giving my money back!”

Helpful Report

Posted 3 years ago

“Booked spa break payed Had to pay again at hotel due to spa breaks not paying bills Can't get a refund Stole my money”

Helpful Report

Posted 3 years ago

“What a disgraceful company you are .. holding onto my money for 6 weeks This company does not get back to you at all! Tells you to email in and they ignore all emails DO NOT USE THIS COMPANY !!!!!!!”

Helpful Report

Posted 3 years ago

“Horrible customer service! Misinformed as a customer - would definitely NOT recommend!”

Helpful Report

Posted 3 years ago

“Booked special 40th treat for my wife. Five days later told the date is unavailable. Blamed covid!”

Helpful Report

Posted 3 years ago

“Absolutely appalling customer service. Wish I had read these reviews before booking. My first spa booking was cancelled due to Covid. That was over 2 months ago and I have been struggling ever since to get another booking. The company does not reply to emails. It is very difficult to speak to anyone on the phone and if, by some miracle, you are able to, they come out with "someone will ring you tomorrow" but that never happens. Something needs to be done - they should be taken to court and shut down. In the meantime, how can I get a refund? I asked originally for one and it was refused. This is theft! DO NOT USE THIS COMPANY!!!!”

Helpful Report

Posted 3 years ago

“I would never book another spa break with this company! Their customers service is appalling. We booked a spa break at the Calton Hotel in Torquay. They didn't communicate our treatments and when we found out the times, they were booked at the things we were in transit to the hotel. They said that due to staff shortages, they could not be rearranged. However, when we filed a complaint, they just ignored it for over six weeks ( after a form email acknowledging their receipt). My friend had to keep following up. They eventually only offered us only £40 off another booking that we initially paid £1,396 for! That means they expect us to fork out more money and reward them with more custom in order to receive only £40 back! Why would we do that?! We are still pursuing this as this is really awful customer service!”

Helpful Report

Posted 3 years ago

“WARNING DO NOT BOOK A BREAK WITH THIS COMPANY. I booked a break for my self and mother after my stepfather and grandmother had died, as a treat. This was booked for the 4th July 2021, we turned up at Tankersley Manor to find no booking had been made from Spa breaks. I am still waiting for my money. I have sent many emails and phone calls. Kerrianne who is supposed to be dealing with the complaint does not reply or phone when asked to do so. This company is inconsiderate. I have book through Spa breaks for over 10yrs and will definitely not book again.”

Helpful Report

Posted 3 years ago

“Recently needed to change our booking due to receiving a notification to isolate. Couldn’t get through on phone and customer services shut at 3pm. After numerous calls and emails they didn’t change the dates for us and have since refused a refund . If you book through them you have to arrange everything through them and that proved to be impossible. Terrible company . Do not use”

Helpful Report

Posted 3 years ago

“My partner booked spa breaks through this site for the first weekend of July. 2-3 weeks after booking that we got told we couldn’t attend our break, as spa breaks had double booked us in with another couple. First of all, this shouldn’t have happened, I understand things overlap etc but letting us know almost 3 weeks after everything was confirmed isn’t acceptable. This was two weeks before we was supposed to attend. We’re now coming to the end of July and we’ve been back and forth with spa breaks and the hotel we was supposed to be staying at. Every person we have spoken to have all told us different things. We’ve been told spa breaks need a letter confirmation telling us we didn’t attend before issuing a refund, but when speaking to the hotel about this, we were told this isn’t their policy and it’s all down to spa breaks giving us our refund. I spoke to a women at spa breaks called Ruby who promised me that she would sort a refund for me two weeks ago that exact day, and she would ring me. Still no refund and not heard a single thing. Spoke to a boy last week who also said he was going to sort this refund that exact day, and still nothing. The manager Jordan doesn’t seem to be doing anything either. This is disgusting that they’re withholding this money and have been for a month. As a customer, we should not be going back and forth trying to get this money back. Especially with these times, I DO NOT recommend booking with spa breaks at all, this was completely out of our control what happened and at the moment doesn’t seem to look like we’re ever getting this money back. We’ve used spa breaks in the past and had no complaints, but we’ve never had to deal with getting a refund back which obviously seems impossible. From such a well known company, this is disgusting, and the manager and employees could not care less about wether or not you get your money back. Seems like our last resort of being heard and getting the refund is taking it online, and we are taking this further.”

Helpful Report

Posted 3 years ago

“DO NOT USE THIS COMPANY Arrived at Spa and not booked in. Had to show confirmation of booking together with proof of payment. Spa said not only had we not been booked in- no payment was received. They offered a free return or contact Spabreaks.com for a full refund. We chose a full refund. Six weeks later Spabreaks.com email to say no refund - even though Spa did not charge. DO NOT USE THIS COMPANY”

Helpful Report

Posted 3 years ago

“DO USE THIS COMPANY, terrible service due to errors on their part we requested a refund. Three weeks later and constant chasing still not received. Excuses given and no way to escalate this. Avoid at all costs happy to take your money but won’t refund it when they make changes and then cancel your break at the last minute.”

Helpful Report

Posted 3 years ago

“Was originally booked for October but due to covid it was cancelled rebooked for January which was then cancelled rebooked for March and again cancelled so we moved to may. Due to unforeseen circumstances we had to ring up to cancel and due to the amount of times it had been changed we requested a refund as we could no longer commit to another date. Customer service over the phone couldn’t help so told me to email the company, I received a generic email back a month later (after phoning and chasing them up several times). It’s now been 2 months and I’ve heard nothing back. When I originally rang I was told 10 days then next time I was told 22 days to then be told they can’t actually tell me when it will be resolved. £284 they’ve just kept and are clearly ignoring emails. Absolute scam of a company. Truly wish we read reviews before booking with them. Still no closer to having this resolved”

Helpful Report

Posted 3 years ago

“DO NOT BOOK!!!!!! THEY STEAL YOUR MONEY!!!! Booking was cancelled on me in October forced me to gift to somebody else even though I was leaving the country. Sucked it up and gifted it. My guest 6 months later, no response, can’t book destination online and won’t refund. Keep sending generic response to complaint emails not resolving any issues. A complete disgrace and mishandling of situations. Company has taken advantage of a worldwide pandemic.”

Helpful Report

Posted 3 years ago

“terrible experience with spa breaks. They clearly still advertise hotel spas that are not open and advertise them as open so you spend your money £327 to be exact and then refuse to help you on the phone, tell you to email and ignore your emails. In essence this company illegally takes your money state that they provide a voucher even though I haven’t (it is a scam because they knew my hotel was used as a quarantine hotel since February) try to tie you in with offering vouchers that they never offer you. Instead they steal innocent customers money. Absolutely appalling service. I’m now having to take the matter up legally. It’s a disgrace they should not be operating. What they are doing is illegal. Stay well away.”

Helpful Report

Posted 3 years ago

“SCAM It’s impossible to book any trip!! They don't respond to calls. Absolutely fraudulent company!! Many of us who can not get a refund!”

Helpful Report

Posted 3 years ago

SpaBreaks is rated 1.2 based on 103 reviews