Communication between spa breaks and the spa itself is terrible. Paid for services and didn't receive them. I was actually blamed for not receiving a service because I didn't ask for it. How is it mea... Ver más
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Consulta las opiniones de los clientes
Great customer service from Sophie,helped me find the right location that catered to our dietary requirements within a certain area. Found out the correct information. Great thing about this int... Ver más
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All staff where all lovely especially spa and maintenance. My phone dropped down the side of the lockers staff retrieved it no problem, we forgot our pin on the lockers. We where so embarrassed but s... Ver más
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I recently booked a spa trip and had a great experience with the team. The online options didn’t show the suite that I required as I needed a three person room, so I got in touch for help. Charlotte... Ver más
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Información sobre la empresa
Escrito por la empresa
Created by Abi Selby, Spabreaks.com is a spa booking service working with more than 1300 spa destinations in the UK and overseas and arranging spa days and breaks for up to 6,000 people each week. From a small team of three, we have grown to a family of more than 90 members of staff with an office of knowledgeable spa consultants in Brighton. But those are just the numbers. Spabreaks.com's founding principle was to make the world of spa more accessible to anybody and everybody who wanted to go. We wanted to bring back the ancient purpose of spas as places of sanctuary for mind and body. We wanted to showcase the variety of spa experiences available to every individual, occasion, location and preference. Crucially, we wanted to make spas more accessible to anyone with a major health problem or disability, and work with industry leaders to make sure that anyone who had previously felt marginalised never feels that way again. Over the past decade, that’s exactly what we’ve done. We believe in the many positive benefits of spa experiences and that they can and should be available to help the health and wellbeing of everybody. That’s why we are working to make spas accessible and enjoyable for every body by providing an unrivalled choice of spas and spa packages, through first class service and convenience for all of our customers. Our ‘spa break for every body’ ethos is central to what we do. When we started Spabreaks.com, spas were often seen as the domain of women with too much money and too much time on their hands, and that they were for a stereotypical ‘body beautiful’. We believe that spa experiences are for real benefit to all of us and that spas are places where everyone should feel safe and looked after. We believe they are for everyone at every age, gender, weight and state of wellness, and that there are experiences, treatments and destinations that everybody and every body can enjoy. You can watch the video here https://www.youtube.com/watch?v=NNEFmJgy1_s&t=60s
Información de contacto
4,3
Excelente
20 mil opiniones
Ha contestado el 100% de las opiniones negativas
Suele responder en menos de 24 horas
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Sophie provided a very swift booking…
Sophie provided a very swift booking process. looking forward to the stay!
13 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Mr Donald,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm glad to hear that Sophie provided such efficient customer service and assisted you with completing your booking.
We're always happy to help.
I hope you enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Pleasant experience
The call handler was patient and professional. She speedily dealt with my request and kept me updated.
13 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Stuart,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Sophie was patient and professional and assisted you with organising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Fantastic service
I was looking a spabreaks to book a treatment in Edinburgh but the online booking could accommodate my date, so I chatted to Karina online who was extremely helpful. She contacted the Spa and booked me in, then phoned me to confirm. Fantastic service
13 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Alison,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Karina provided such excellent customer service which made the booking process really easy for you.
We're always happy to help.
I hope you enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
This company ruined our 10th wedding…
This company ruined our 10th wedding anniversary!! They sold us three spa packages!!! The first one we booked they said all was fine so we paid . Arrived at our hotel (not linked to spa deal ) and had emails telling us that there was now no available spaces at the spa
And could they find another one , so we agreed . We then got another phone call saying that package was no longer available could we accept another package so we did that and paid extra on top .
Evening before our wedding anniversary they email again saying that to was now cancelled and no longer available. We asked for a refund and that it had ruined our wedding anniversary plans . This company need investigation they sell packages that they do NOT HAVE . Absolute disgrace and we will be taking this further
9 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Rhian,
Thank you for taking the time to leave us a review. We genuinely value all feedback and use it to improve our service.
I’m truly sorry that your booking could not be confirmed on this occasion. We completely understand how disappointing and frustrating this must have been for you.
Spabreaks.com successfully confirms thousands of spa and hotel bookings every week, and it is exceptionally unusual for any availability related issues to arise. We are especially sorry that this has now happened twice, and even more so given that you were planning to celebrate a special occasion. You deserved a smooth and simple booking process and I’m sorry that we fell short of that.
Spabreaks.com works with over 550 UK‑based spas and hotels, and we rely on our partners to keep us updated with accurate live availability. Unfortunately, the information provided to us on this occasion was not correct, and we sincerely apologise for the inconvenience and disappointment this caused.
I can confirm that a full refund has now been processed, along with our sincere apologies.
Kind regards,
The Spabreaks.com Feedback Team.
I have been organising a hen weekend…
I have been organising a hen weekend and dealing with a large group of ladies is not the easiest of tasks. Ellesse has just been amazing in assisting me with everything, such swift replies and fantastic communication. Has made my experience so pleasant and easy. Definitely recommend to anyone!
11 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Jane,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm glad to hear that Ellesse provided such helpful customer service and made organising your hen party booking such an easy process.
We're always happy to help.
I hope you all enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
All's well that ends well
A bit of an off start as our promised price match didn't match the offering, and the person I'd been dealing with suddenly disappeared after I queried it. The replacement person who I dealt with over WhatsApp was great and resolved it so I've just returned from a fabulous overnight break, excellent quality, incredible value and both myself and friend will be using Spa Breaks again.
10 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi HMmm,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Sophie provided such great service and made the booking process via WhatsApp nice and simple.
We're always happy to help and look forward to assisting you to organise your next spa experience.
Kind regards
Anthony - Quality Assurance
Frustrating experience with cancellation policy
I had to cancel a booking due for unforeseen circumstances.I called the customer services and requested a refund and were willing to pay admin/cancellation fees. The lady I spoke to was quite rude & only offered me a credit note which was not suitable for us and felt there was a lack of flexibility & empathy despite our willingness to compromise. The communication was polite but the outcome was very disappointing and would like to see more understanding to people circumstances.
8 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Kelly,
Thank you for taking the time to leave us a review. We genuinely value all feedback and use it to improve our service.
I’m sorry to hear that you were unhappy with the response from our Customer Services Team. We always aim to provide great customer service, so it’s disappointing to learn that you felt we did not meet our usual high standards on this occasion.
We do advise during the online booking process that all bookings are non‑refundable. In this instance, although the venue authorised the cancellation of your booking, a credit note for the full value has been issued in line with these terms.
My colleague applied both empathy and discretion by waiving the standard cancellation fee that would normally apply, given the circumstances discussed.
Your credit note is very flexible, it is valid for one year from the date of issue and can be used at any of the 550 plus UK‑based venues we partner with and can be redeemed by any person you authorise.
We sincerely apologise for any disappointment caused, and want to reassure you that we genuinely do everything we can to be as flexible and empathetic as possible.
Kind regards
The Spabreaks.com Feedback Team
Extremely disappointed by the customer…
Extremely disappointed by the customer service received from spa breaks.com. Booked a spa day through them and had a terrible experience. Spoke to someone via email and they agreed I’d receive a full refund but this has never arrived and I have called and sent numerous emails and been ignored.
22 de marzo de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Rebecca,
Thank you for taking the time to leave us a review. We genuinely value all feedback and always make sure to respond to our customers.
Following our discussions with the venue, I can confirm that a full refund was authorised due to the unsatisfactory experience you had at the spa.
However, we are currently unable to complete this refund because a chargeback has been raised with your bank. Once a chargeback is initiated, the process must be handled directly between your bank and Spabreaks.com, and we are required to follow their procedure until it is resolved.
Our colleagues in the Customer Relations Team have been in contact with you directly and will continue to keep you updated as the matter progresses.
We sincerely apologise for any inconvenience caused and appreciate your patience while this is being resolved.
Kind regards
The Spabreaks.com Feedback Team
Very efficient and managed to book my…
Very efficient and managed to book my spa without any problems
10 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Usha,
Thank you so much for leaving us a review. We always appreciate receiving feedback from our customers
I'm pleased to hear that Drew was very helpful and efficient and assisted you with organising your spa break.
I hope you enjoy your spa experience and we would be very happy to help you again in the future.
Kind regards
Anthony - Quality Assurance
Disappointing complaint handling and lack of support when things went wrong
I booked a spa package through Spabreaks.com and unfortunately had a very disappointing experience at the venue.
Four weeks before my visit, I contacted the spa directly to explain that I have a medical dietary requirement. I clearly stated items which i couldnt eat along with a few simple suggested adaptions of their usual menu, i even offered to speak to the chef. Despite this, the afternoon tea provided was 95% unsuitable, and I was unable to safely eat most of what was served.
There were also service issues on the day, including a significant delay in food service and an acknowledged booking error which resulted in part of my treatment being missed.
After the visit, I raised a complaint with the venue but was unable to reach a satisfactory resolution. I then contacted Spabreaks.com, who advised that they would take personal ownership of the case and review the matter. However, after just 2 days, I was informed that responsibility rests entirely with the venue and that Spabreaks.com would not intervene or influence the outcome despite the venue offering an extremely unsuitable resolution.
While I understand that venues deliver the services, customers book through Spabreaks.com with an expectation that they will provide meaningful support if something goes wrong, especially when the Spa manager acknowledged their failings and errors. In this case, I felt that my concerns were acknowledged but ultimately passed back to the venue without further engagement or discussion with me.
This was particularly disappointing given that the issues involved dietary requirements linked to health concerns and confirmed service errors.
I feel that there is a gap between the reassurance provided when booking through a third-party platform and the level of support available when problems arise.
Based on this experience, I would encourage others to be aware that if something goes wrong at a venue, support from the booking platform may be limited or non existent.
6 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Abigail,
Thank you for taking the time to leave us a review. We genuinely value all feedback and use it to improve our service.
I’m truly sorry to hear that there were issues regarding your dietary requirements during your recent visit to The Norfolk Mead. We understand how important it is for guests to feel confident and well‑looked‑after, especially when specific dietary needs are involved, and I’m sorry that this wasn’t your experience.
Our Customer Relations Team is always here to support customers with any concerns relating to both our service and the service provided by the spa or hotel during their visit. Every complaint is carefully reviewed, and we work closely with venue management to understand what happened and ensure a fair and thorough investigation.
Having received a detailed response from the team at The Norfolk Mead, they have confirmed that they prepared a menu in good faith based on their understanding of your dietary requirements and made every effort to accommodate you within the options available. I also note that they have offered you a complimentary mini treatment as a gesture of goodwill, which we hope goes some way toward making up for the disappointment you experienced.
Thank you again for sharing your feedback with us.
We sincerely apologise for the upset caused and appreciate you giving us the opportunity to look into this for you.
Kind regards
The Spabreaks.com Feedback Team
Drew was very helpful and made the…
Drew was very helpful and made the entire booking experience so much easier, he was really patient explaining everything to me that I needed to know to make the right decision. He helped me with the package that I needed and sorted the entire booking out for me, cannot wait for my overnight stay/spa day 🙃
10 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Katrin,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Drew was so helpful, patient and attentive and assisted with completing your booking.
We're always happy to help either by WhatsApp, Live Chat, phone or email and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Sophie was amazing throughout my…
Sophie was amazing throughout my booking for my 1st wedding anniversary, we had to change it all last minute due to illness and she dealt with all of it so there was no stress our end. Couldn’t recommend them enough the customer service was amazing the pricing was unbeatable to. Can’t wait to book my next break with you.
12 de diciembre de 2025
Opinión espontánea
Respuesta de Spabreaks.com
Hi Anna,
Thank you so much for leaving us a review. We always appreciate receiving feedback from our customers
I'm pleased to hear that Sophie was really helpful and assisted you with organising and amending your celebration spa break.
I hope you both enjoy your spa experience and we would be very happy to help you again in the future.
Kind regards
Anthony - Quality Assurance
I booked a spa break for a special…
I booked a spa break for a special occasion and they took my money, however 2 weeks later they came back to me to inform me they couldn't honour my booking as the hotel had no availability.
I contacted the hotel directly and managed to book rooms. I am waiting on a full refund however they take ages to reply to you but happy to take your money.
First time booking and was for a special occasion. Very disappointed.
25 de marzo de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Carly,
Thank you for taking the time to leave us a review. We genuinely value all feedback and use it to help improve our service.
I’m sorry to hear that the booking process has not been as simple and straightforward as we would normally expect.
Many chain hotels work with a central reservations team who manage their availability and booking systems. We have been advised that there was no room availability for the date of your visit.
Our Operations Team and Product Manager are currently liaising with the hotel’s management to understand why we were provided with conflicting information, and we will update you directly as soon as we receive their response.
Please accept our apologies for any disappointment or inconvenience caused.
Kind regards
The Spabreaks.com Feedback Team
Charlotte was extremely helpful
Charlotte was extremely helpful. The spa we wanted wasn’t available but she took time to find us a lovely alternative.
9 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Charlotte was extremely helpful and recommended a lovely alternative when your original venue choice was not available.
We're always happy to help and look forward to assisting you to organise your next spa experience.
Kind regards
Anthony - Quality Assurance
Respuesta de Spabreaks.com
Hi Katy,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Jess provided great, efficient and polite service and assisted you with your booking.
We're always happy to help and look forward to assisting you to organise your next spa experience.
Kind regards
Anthony - Quality Assurance
50th Birthday Surprise
I booked a 50th birthday surprise for my niece and her partner, however when I booked it I had problems getting what I paid for, I will admit I was worried as I had a few problems at first, getting through and being passed to different departments. However I was then put through to Sophie Bonwick, she was brilliant and sorted it all out, even ringing me on her day off to keep me updated.
It did put me off at first but I would now 100% use them again, and that is down to Sophie and her professionalism and efficiency.
9 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Karen,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Sophie was such a brilliant help and went the extra mile to assist you with organising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Sophie was great
Sophie was great! She arranged a spa break for me I had issues booking on my own as we needed a big room with 3 beds. Sophie was brilliant and arranged everything evwn the time of my dinner. I would use her every time. Thank you
13 de septiembre de 2025
Opinión espontánea
Respuesta de Spabreaks.com
Hi Emma,
Thank you so much for leaving us a review. We always appreciate receiving feedback from our customers
I'm pleased to hear that Sophie was a brilliant help and assisted you with organising your spa break.
I hope you enjoy your spa experience and we would be very happy to help you again in the future.
Kind regards
Anthony - Quality Assurance
Very unprofessional service! Just terrible!
This is my second order with Spabeaks—and my second 1-star review.
I booked two spa days with treatments for my wife: one for 29th March (11:00am) and another for 6th April (12:30pm). I then asked a simple question—whether it would be possible to move the 29th booking to 6th April so she could have both treatments on the same day at 11:00am and 12:30pm.
Instead, they booked a session for two people at 11:00am on 6th April, which I never requested.
I called again to have this corrected and was reassured that everything had been sorted. However, when my wife arrived, the booking was still for two people at 11:00am.
How is it possible to make the same mistake twice?
I simply wanted my wife to enjoy a relaxing spa day—a chance to have a break from the kids over the Easter holiday—but it turned into another stressful experience.
I would like a full refund.
That said, the staff at the spa themselves were clearly surprised and were very polite and helpful in trying to sort out the situation.
Overall, this is extremely poor service for such a simple request. I won’t be using them again.
Update: Thank you for very "helpfull" response blaming your business partner instead of offering a solution.
6 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Dear Sergei,
Thank you for sharing your review on Trustpilot. We truly value all customer feedback and take the time to respond to every comment.
I’m sorry to hear that the booking and amendment process was not as simple and straightforward as we aim for. Spabreaks.com processes thousands of bookings every week, and it is highly unusual for any issues to arise with either the booking or amendment stages.
I have reviewed the two booking references you kindly provided and can confirm that the timings on the Spabreaks.com booking confirmations match exactly what you requested on 6th April 2026, the first appointment at 11:00 and the second at 12:30.
As part of our standard process, a copy of your booking confirmation is automatically sent to the Bannatyne Central Reservations team, who manage bookings for the entire Bannatyne Health Spa group. As the details on our confirmation were correct, we can only apologise on behalf of Bannatyne Health Spa for their error in reserving two treatment slots at 11:00 on 6th April 2026 instead of the 11:00 and 12:30 times you selected.
We sincerely apologise for any disappointment or inconvenience this may have caused.
Kind regards
The Spabreaks.com Feedback Team
Sophie was fab!
Received a spa breaks gift voucher for our wedding anniversary for a specific hotel. Struggled to get dates we'd like but Sophie worked wonders and managed to get us the dates asked for. Sophie was extremely helpful and friendly throughout. Thanks!
7 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Janet,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Sophie was extremely helpful and friendly and assisted you with organising your wedding anniversary break.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
They answered straight away the woman…
They answered straight away the woman who spoke to me on the phone was very nice and easy to understand when explaining things, we managed to book a really good place easily. Very happy thank you !
7 de abril de 2026
Opinión espontánea
Respuesta de Spabreaks.com
Hi Ella,
Thank you so much for taking time to leave us a review, we love receiving feedback from our customers.
I'm pleased to hear that Kailani was very helpful and made the booking process simple and straightforward.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
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