PURE Spa UK - Brighton Opiniones 19

I would award no stars if this was an option. I booked massages for myself and my daughter in Brighton to have on my 60th birthday in November with two therapists. When we arrived there was one therapist and they had moved the times. Mistakes happen and I was promised a refund by phone, email etc but despite chasing this has never arrived and they now just ignore me and have no intention of paying. Avoid one big rip off!!

What experience? Can't book an appointment. Was bought a gift voucher from a frient. Can't book through website, don't respond to contact form, left voice messages, even went in and was given 3 different staff emails to try and no contact back!

I booked a massage at the purespa at the double tree Hilton brighton. It charged me over £100 for the service then when i arrived it was shut. I have been on at them via email for a month now and they have not yet refunded me. I am disgusted by this businesses.

Catherine was great !! My boyfriend surprised ,me with a birthday treat and it honestly was incredible. One of the best massages I have ever had.. thank you so much , I am sure I will be back again when I next visit :)

My daughter booked this treatment for me as a birthday gift, My appointment was for 12:00. I was staying in the Hilton hotel at the time, so I arrived at 11:45, enough time, then i waited till 12:30 and nobody turned up. My daughter called the team and no-one had answered the phone at all.
i was so annoyed and confused as to what was happening, so my daughter advised me to leave and come back to my room. we made the hotel aware of this and they had sent the SPA team an email detailing a complaint. The next day the hotel manager asked me if i had an an update from the SPA TEAM yet about what had happened and i said no, I also found 3 other guest on the hotel, who's appointments and treatments had been cancelled or no showed and a hotel admin worker also advised me the SPA team sometimes just don't show up.

Think it's appalling, the team not to show up to the appointments or even call to advice they can't show up or suggest a re-scheduling. $100 down the drain, would never use this company again.

This was the worst spa experience that my fiance and I have ever had. Unhygienic, my treatment 90 minutes late, place smelling of sewage, and treatment not as advertised. The photo of the pool is false advertising, it belongs to the hotel. In reality the spa is a dusty waiting area, filthy showers, and lukewarm sauna. There was a thick layer of dirt on the shower floor, as well as hair. The toilets were unflushed.. No where to get changed. After my treatment was late I had to cancel my afternoon plans. This was a £270 birthday treat from my fiance, but we left feeling disgusted and annoyed rather than relaxed. I've tried to get in touch with the company. They offered to re-book our treatments with the London Spa. However, after reading the reviews for that Spa we realised that the issues with the Brighton Pure Spa seems to be a company wide problem. So instead we asked for a partial refund, that's when the company stopped replying to emails full stop. Absolute scam. save your money or go elsewhere.

I had a treatment with my mum as we both had vouchers. My treatments cost more than the vouchers so I paid the £73 extra online with my bank card prior to my visit. I was actually due a £22 refund as one of the treatments was not available at the Brighton branch. But instead of giving me my refund, they took a further £148 out of my account! Luckily, I noticed this when I got back to my car as they refuse to give you a contact number for the spa itself so you have no way of contacting them especially as they never answer their customer service/head office number. When I got back to the spa to question it and ask why money had been taken out of my account without my permission (not only that but without them even taking my card!) I was told 'sorry for the inconvenience' and that they would contact the finance department and I should get my money back in 3-5 working days! I was left, 9 months pregnant, with no money left in my account to even pay for the car park. I received an email later on that day confirming I would get the money (that they stole!) back in my account in 3-5 working days but I was given no compensation or sorry gesture for what had happened. I have previously worked in a spa as a receptionist and if this had happened to a customer, the company I worked for would be putting the money back in the account instantaneously and I would sort out a free treatment or product for them to apologise. I would never let that customer leave without making sure they were ok. I was offered nothing other than 'sorry for the inconvenience' as if I was at a restaurant and they forgot my side of potatoes or my chips came cold etc. Absolutely no care for their clients at all. Not only this, my mum had a manicure to the value of £48 and it started peeling off less than 4 days later. Please spend your money elsewhere.

Terrible experience from start to finish. There were 2 of us who went as a birthday treat and we both left feeling deflated! There was a lack of professionalism and the massage was the worst we have ever had. We weren’t given privacy to get undressed and then dressed, the massage was more of a rub down and did not cover the whole back. There were no consultation forms filled in before the massage. I reported our experience to both the spa and the owner and the communication has been appalling. Do not waste your money, would not recommend to anyone! The spa does not match the service of the hotel even though they are separate establishments. It gives the hotel a bad name! So disappointed and would never return. Have contacted them at least 6 times and they have ignored nearly every email. Worst spa experience ever!!

Absolutely painful to book from. No one answers the phone, emails back and forth, everything’s an up sell.

Do not use.

Have been chasing for an appointment for 3 months. Constant cancellations. Come on ladies, you can do better than this! Or just give me a refund!

Would like to give 0 star. Was bought a voucher for my birthday - 7 July - got cancellation email the night before - emailed saying not acceptable to cancel and not offer alternative - no contact since - no answer from Head Office to phone or emails. Contacted the hotel they went to see therapist - door shut no one there - complete scam

The spa itself is nice - good layout, place for relaxation, changing rooms. Perhaps a little worn in places. I had an excellent treatment, and was given a nice little welcome gift. Recommend taking a robe for spare towel as neither are provided.
However, my friend and I did not have a positive experience checking in. We purchased a voucher for a Hilton/Pure Spa weekend. Communication with Pure Spa customer services to book the actual dates was painful at best - multiple email chase, no responses, no direct answering of questions. Checking in to the Hilton was also painful - took well over an hour as all the booking details were wrong. Seems there's a very questionable set up whereby the Hilton reception supervisor had to leave a message with some distance manager in Pure Spa to make payment to Hilton for our room before we could check in. The voucher was purchased last spring so one would assume this would have been sorted well before our stay. No real apology from Pure Spa or Hilton for the trouble, very disappointing over all.

The worst and most disappointing massage I have ever experienced. From the booking process to walking out the door – a complete let down.
On arrival, it is a feat in itself to find the spa, as they are located in a basement of a hotel, with no signs to direct you. Having finally found them, I had arrived earlier than my appointment to make use of the facilities, which were included in my Virgin experience voucher – sauna/showers and relaxation lounge. Was apparently checked in and went to use sauna etc. Showers are located at one end of long corridor , with changing rooms at the other , so hardly practical when having to walk past other people. And they do not supply robes or slippers. The spa is dark, dingy with lots of small claustrophobic rooms/areas within it. Very depressing. Poorly lit area where the instant coffee/tea is so can’t see what your doing, and dispenser you use for water for your coffee , had tepid water in it – so pretty rank tea/coffee as a result.
Having waited way beyond my appointment time in the relaxation lounge, I went up to the main front desk, to find out what was happening – to be informed she could not find my booking , and then to find out that it was actually booked in with a different therapist, to the one that I had actually specifically booked in with some weeks back ( I had read previous reviews, and on purpose, booked myself in with the therapist who was being named as good). Then also told that the person doing it was running late and would be with me soon. So no one had been bothered to come and tell me that – just left me there. Again waited even longer in lounge area. Finally, the therapist comes in and says she understands there was a problem with the booking – did I want to rearrange for another day. So I am told this nearly 2 hours after having first arrived !!! I had spent £35 in travel costs, would be doing a 60 mile round trip to get there, and taken a day off work. So hardly practical for me to then rearrange!!!!!
I had specifically asked for a medium intensity , relaxing massage in my client form, as well as stating that to the therapist – Lizzie (Elizabeth ) on the way in.
From here on, things just got worse. Therapists hands were cold when she first started, so much so that I flinched. There was no towel for your face, which meant that hurt, and the oil used for the massage was cold. Then proceeded a “massage”!!!!! that involved either just gliding up and down my back with no actual massaging, and then just deep,constant pushing down/digging into my back as if into pressure points up and down my back – which was so hard that my body was automatically wincing and flinching with the pain. And then there was the really hard pummelling/pounding up and down my back, like chop sticks that was so painful. There was no actual massaging movements involved in ANY of this – just digging in and pounding. If this was medium intensity – what on earth is strong like!!!!! I had asked for it to be relaxing – yet I felt like and was being assaulted and tortured. At this point I asked if it was possible, for her not to do the digging and pushing in to my body, and to just to do a gentle massage with circular movements to it – more of an actual massage. To which her response was “I don’t understand what you mean”!!!!!!! Again just gliding up and down with cold oily hands, and no gentle massaging going on. Also never had a massage that just involved doing one side of you. Was never asked to turn over, so that you were face up, so that both sides were done – bizarre. Given that they were late starting ( and being told I would get my full treatment time) – I did NOT get my full 60 minutes – but then again I don’t think I could have endured any more.
Was so so disappointed – a £90 voucher (which I had been saving up for a long time to use), completely wasted. I had been so looking forward to this, as it has been a really tough time for me recently, and this was supposed to be a treat. Absolutely awful experience – maybe they don’t care about people who have vouchers to use. Would never recommend this place or therapist to anyone .
They then also have the audacity with in a minute of me stepping foot out of the door to send me a text and email, asking for a review (all fool them!), as well as a tip for the therapist – maybe she could get tips on actual massaging, as opposed to those of a monetary value!!!
Also has a ridiculous central booking telephone number based in Scotland for all their branches, and when I did get an actual landline number for the Brighton spa, they never answered the phone, not replied to messages left.
By the way, I am not one to just leave negative reviews – as in fact just that morning I had left a positive review on someone’s company site where they had given absolutely outstanding customer service.

Had a great Swedish massage with Carmen, she did a thorough consultation and really understood what was needed. The only reason it isn’t a 5 is it would have been nice to be able to have the treatment with my partner at the same time, and the use of the wet facilities is a bit disjointed.

I booked and paid for 2 manicures. My friend opted out of hers, we were offered a refund but the young girl manicurist was alone that afternoon and not trained to do refunds. Still waiting despite an email, three phone calls and a visit to the spa. Rubbish customer service. Won't be going back.

UPDATE Nov 7th....Despite this response which has taken many days to be posted I am STILL waiting for my £25 refund. Absolutely atrocious customer service. Be warned - avoid this place...myself and my friends in Brighton certainly will!

WARNING: DO NOT BUY GIFT EXPERIENCES FROM THEM - THEY ARE NOT AS ADVERISED AND THEY REFUSE TO REFUND
Review of PURE Spa & Beauty (Brighton)
Pending review
Didn't actually go. Purchased a voucher as a gift for someone for "
Brighton Spa & i360 Experience (For 2)". Not only did they take DOUBLE the cost off my card they then sent me two vouchers that are just money towards treatments at the site - NOT the experience as advertised on their website. I told them and they have REFUSED to refund me, even though under distance selling laws I am entitled to send them back within 15 days and what they sent me was NOT what was advertised on their website OR in the email confirming the order. This place must be ABSOLUTELY DESPERATE if they are going to risk breaking the law to take people's money in this way. What a sad, sad state they must be in if they have to behave this way. I am going to persue them through the courts if needs be to try and get my money back and safe to say I will never go there to try the spa. Mostly I want to warn people - do not try and buy gift vochers from here. They keep stalling, not replying etc as I think they are hoping to run down the clock on the 15 days.

UPDATE: they offered to refund me if I withdrew any reviews I had written about this issue. I don't do that. They did eventually refund me but it was a huge amount of effort.

The massage was brilliant. Natalie is wonderful. However, it was my birthday and the afternoon tea we had booked and paid for hadn't been booked. The restaurant staff were so kind and let us have it anyway, but it could have ruined my birthday.

Great massage.
My sister in law and I really enjoyed our massage. The foot scrub was a bonus.
Unfortunately the bar didn’t seem to have any record of the afternoon tea booking, which was part of our package. By the time they sorted it out we’re didn’t have time to eat most of it, so had to take it away in a box.