Portland Hall Spa Reviews 

I absolutely love this little day spa. Had my 3rd visit today with my husband. Place is absolutely cracking value for money. The girls are just lovely. I had the pleasure of having grace as my therapist today and I left feeling wonderful. Thank you grace! 10/10 service and will always look forward to our next visit.

Unfortunately, our recent visit to Portland Hall Spa was extremely disappointing, particularly as I have visited on and off for several years.
My husband booked the Mini Me and Afternoon Tea package for myself and my daughter, with an 11:30am arrival time clearly stated on our booking confirmation. We arrived at 11:25am, completed our forms and got changed, only to be told by a therapist that we were late and therefore couldn't have the full treatments we'd paid for. I showed our confirmation email, but was still told the same thing.
After speaking to reception, we were told that the third-party booking system had made an error and had booked us in earlier than the time shown on our confirmation. Thankfully, after the receptionist spoke to the manager, we were told we would receive our full treatments.
Unfortunately, the experience didn't improve. Comments were made by the therapists which made us feel as though we were inconveniencing them, despite the booking error not being our fault.
The massage itself was very disappointing. I wasn't asked what pressure I wanted, and the therapist used her knuckles and elbows around my shoulder blades, making the treatment painful rather than relaxing. During the massage, the head section of the treatment bed actually collapsed. The second treatment was slightly better, but I wasn't provided with a pillow when turned over, leaving my head uncomfortably positioned in the bed.
I was also extremely concerned that the treatment room door was left open during the treatment. My daughter is a minor, and I found this unacceptable from a privacy and safeguarding perspective.
What should have been a lovely mother-and-daughter day was instead overshadowed by poor communication, an unpleasant attitude, disappointing treatments and concerns about privacy.
It's particularly disappointing given that I've been coming to Portland Hall Spa for years. Sadly, after this experience, I wouldn't currently recommend it and will think twice about returning.

I paid for a luxury Spa pamper package with 3 treatments. What i actually recieved was 3 treatments done over 40mins.
They use a carrot on stick method to cash your voucher in, then charge you £17.50 for admin and robes, I only found out no Spa when I asked what time it opens as my appointment is 9.30am, wanting to use before products go on my skin.
They then mention a candle lit pool £32.50 but this is still not telling you no spa just sounds like a add on to make it romantic but I was solo.
I asked for a refund as they have no Spa but they said non refundable.
I was sold a mini treatment on a upsell, when I asked why this was not added on my time as reluctant to pay at the end, she did not know and said email the manager. The manager replies I agreed this treatment was included in my overall treatment at the time. Im surprised they dont wear masks like Mr D Turpin. If i had bought 2 treatments for £14 this would also have been taken from my time i had already paid £49 for.
Going for the massage everything was in a state of repair, dark to hide the dirt. The skirting boards filthy, the paint all chipped off, mould all over. Dont think been maintained in 20 years.
My itinerary
10am massage recieved 1
10.25 facial recieved 2
10.50 mini treatment 3 (put into time above when given a time slot by them)
The £7.50 mini treatment paid extra for put in time slot above.

The facial & head massage was good
The massage was poor as the beautician had false nails so could not do friction, knuckling, kneading, trigger points and no hands method not used i.e elbows, forearms.
My £7.50 alignment treatment taken from my facial was R/L thigh stretch R/L arm pull.
Why do you need to be charged administration and pay for a robe for a massage? When I go to beauty rooms they dont change me into a robe before massaging me!!

Didn't receive one of the treatments included in my package. Staff gave incorrect and conflicting explanations, then refused a partial refund and expected me to make another 3-hour round trip for a 30-minute treatment. Communication was poor throughout, and my messages have since been ignored. Very disappointing customer service.

Had a lovely relaxing day with my hubby, brother and daughter on the 7 treatments for £77 deal. Value for money and treatments i received from Kristina were amazing. The indian head massage was particularly good. We also enjoyed the candle lit pool and afternoon tea. Was very busy and only negative things were the changing room is small not a lot of room when busy - locks on some changing cubicles don't work and the lockers are a pain to lock. Also the receptionist didn't know much about the treatments when we asked questions on filling in forms on arrival so maybe training needed. All in all though had a lovely day thank you 😊

Similar to other reviews we travelled over 60 minutes to be turned away.

We booked through Groupon, the spa have told Groupon we used the facilities despite us having emails proving we didn’t.

Currently in a battle with both Groupon and the spa as neither will reimburse us for the spa. The spa itself does not respond and Groupon advises they cannot refund without the spa approving.

Bad experience!
After a difficult task trying to book I arrived at 9.30 and was told they had no evidence of my booking on their system. The young girl trying to deal with this couldn’t really help and just told me that it was a fault with the booking partner. I’d travelled 90 mins to get there, took the day off work, took a friend with me for her birthday. I left my number to await 5 hours later to an email not a call. After seeing that this had happened previously to someone else on review platform I replied. I then did receive a call, yes they apologized but it’s a poor service with no mention of some sort of complimentary compensation in either extra treatments etc. I did receive a refund via Groupon which was dealt with well. Judging from the toilets alone on arrival, that was off putting as they were poor. Place looks like it needs a major upgrade!

Not clean and not organised. An undignified experience from start to finish. I am about to pursue a small claims legal case to get my money back. AVOID THIS PLACE.

Very expensive for what you get. Not value for money. Door in treatment room was left open so we could hear people walking past talking whilst we were supposed to be having a relaxing massage. Building is very run down and smells of cooking fat!

Booked a spa morning for two directly through the business website after repeatedly trying (and failing) to get through by phone — which, in hindsight, should have been the first red flag.

Despite receiving multiple email and text reminders confirming the booking, we arrived to be told no reservation existed in their system. We were given only an apology and an attempt to blame a “booking partner,” which makes no sense as the booking was made directly via their own website.

As a result, we lost a full day off work and didn’t get the spa day we’d planned. Very disappointing experience. Don’t waste your time — book somewhere reputable instead.

In the past we enjoyed it here, we had food twice and both times it was awful so we haven't eaten there since. It's really cheap food (like smart price) This time and last have been very poor. We will not visit again.
Beware of add-ons £35 to wear robes and slippers for one hour. £46 EACH to extend massage by 25minutes! And extra if you go at weekends.
My husband's massage was far too rushed, he asked her to slow down. My massage was one repetitive stroke for about 20 minutes on my back, same movement used on whole body, no kneeding or skills whatsoever. The facial treatments you can tell are very basic cosmetics, no luxury smell or feel. Very basic cleanse, tone and moisturiser which took around 5 minutes then the very young girl just massaged the back of my next for 10 minutes. Again repeated movement. Staff were friendly but very inexperienced. Parking is a nightmare. Very small tight spaces on a diagonal. It's also looking very outdated and dirty now. I'm guessing it hasn't had a good scrub in all the years we've been visiting. The owner can be quite rude too, we have seen her arguing with people on the front desk before. By time you've paid for all the add-ons there are much better deals on here. Don't waste your money.

The place is in DESPERATE need of a hoover. I’ve never seen dust like it. The changing rooms are full of cobwebs and dusty floors, pipes sticking out of the floors and the floors upstairs are thick with dust. No wonder they don’t switch the lights on in the corridors upstairs, even the little fairy lights on the floor were showing enough dust and dirt. The toilets are dated.
The treatments were absolutely lovely as were the therapists and I could not fault them but they need to get a cleaner in.
No music or nice smell, just smells of the kitchen food being cooked. Facilities are dated and the showers by the pool could do with some products. The robes are old and rough not soft and fluffy like you’d expect in a spa. Felt rushed when eating our meal and had to ask for the plate to be put back down so we could finish 😂
Feels overpriced for what it is and it’s a shame because the treatments were nice but would not return.

Great Welcome from the reception staff. Our treatments were great.
Shown to the lounge to await our High Tes. Whilst sitting there in our robes and underwear members of the public, a male and female, fully dressed, were shown to a table to order a meal.
We both felt this was inappropriate, you don’t expect fully clothed members of the community to come in whilst we were relaxing following our treatments.
We explained to the member of staff that we felt it was completely inappropriate. Her response was it’s not a female only spa and you can get dressed if you don’t like it. She had a very poor attitude.
From what we were told by the reception staff later that his was a normal thing, I’m not impressed. I went and paid money for a relaxing time, not to sit with fully clothed male persons from the community. The staff member with the poor attitude continued to argue with me about my views across the reception area as we were leaving. Poor Show Sanctuary Spa. You should be at least warning your Clients that fully clothed men may be in your restaurant

We recently treated ourselves to a spa day at Portland Hall and Spa. We were really skeptical due to bad reviews, but there was no need—it was truly exceptional. The staff were attentive and caring; the fact they managed to accommodate us at short notice was really kind, and the massages were outstanding. The Moonlit Spa was the perfect way to celebrate our anniversary—the champagne was a lovely treat to ourselves. We left feeling relaxed and rejuvenated. Highly recommend! Special mention to both our masseuses. Sorry I didn't catch your names, but thank you for such a wonderful massage and for the information on places to eat.

Very poor
Not recommended at all
The place is very outdated, looks more like a residential home.

Massage was nice, girls where lovely

AVOID AWFUL SPA
My advise is to take note of the negative reviews.
I had to open a dispute with PayPal following our family visit in mid August.
We could not believe how tired, dirty and unhygienic this place is.
The changing rooms leave a lot to be desired and we were very surprised the they are for use by both men & women
We were taken down to the “candlelit spa”. It was very dark & dingy, the showers were out of order & now we have seen previous reviews it appears to not be a recent problem. There was a very musty smell, used plates and glasses lying round and only 2 chairs even though there were 5 of us. No handrail to get in the hot tub so I couldn’t get in , the staff were aware I had a walking stick & a mobility issue. When my daughter shone her phone on the controls to see if we could adjust the lighting she found they were covered in mould and the water was so murky they all got out. Staff were told of our serious concerns
Our package included a body wrap, Tranquility massage and facial.
The massage rooms were dirty, tired & scruffy. My daughter is a qualified beauty therapist & has her own salon and was shocked.
The beds were not completely covered & not clean. We had our treatment in a fully lit room with the windows open so we could hear traffic & road noise trying not to look at the filthy floors Tranquil? See photos on Trip Advisor
The cloths used to wipe the gel/lotion off us smelt musty & we all smelt of damp.
Our lunch was acceptable ( not an afternoon tea) but we decided we didn’t want to go back to the rooms for a facial and told the staff who came back with an offer of a free spa day or 50% refund.
I bought this as a treat to celebrate my younger granddaughters 18th birthday and disappointed is an understatement.
We left so stressed and couldn’t wait to get home for a shower I then had more stress trying to get the refund which was only sent after I opened a dispute with PayPal. Thankfully I used PayPal.
This experience was booked direct as a special offer & we didn’t have to pay extra for robes & slippers unlike some unsuspecting Groupon customers
Fantastic luxurious spa I don’t think so. It needs closing down

This place should be closed down! I’ll leave customer service till later! It was FILTHY, mold on walls, fabrics on miss matched furniture worn out and broken, flickering light bulb in the ‘relaxing area’ and mould! So much mould! And dust, So much dust! The Jacuzzi ( broke down, another story) but when I got home my swim suite smelled of god knows what? Legionella? Pseudomonas Auriginosa? Had to bin it! To cut a long story short - customer service was equally as bad which was rescued by the catering and the staff. It started with the receptionist telling us to F*** off when we complained. But the rest of the staff to be fair, were great and worked with the facilities they had.

BEWARE OF EXTRA CHARGES !!!!!
My children bought me a spa package for Mothers day. Rang to make a booking - what should have been a pleasant phone call to enquire availability was quite the opposite. Spoke to the owner Lynne who was so offhand, rude, abrupt and really very unpleasant! After confirming the chosen date she informed me she "just needed payment for the extras" what extras I asked...."robe, slippers and admin charge" which was just short of £30.....so you pay £4 per person for her to answer the phone and tap a few buttons on a computer, when I told her I thought these charges were excessive as my kids had already paid alot for the package her reply was "well it's been like this for the last 15 years, if you have an issue with this go back to Wowcher" ! Her customer service I would rate at 0/10. I paid for the "extras". She called me back to say my card payment had been declined (not sure why) so I paid with an alternative card....she didn't seem impressed.
On to the visit yesterday. Myself and my daughter approached the building, the entrance is up 2 steps to a big black and white door which didn't open properly. Upon entering the building we took a seat at reception and waited a couple of minutes, we were greeted by the receptionist (I believe she was called Becca) she took us into a waiting area which I can only describe as shabby. We were right next to the kitchen, there was a strong smell of fried food, you can hear the music and the cluttering of dishes and staff's conversations while in this area. We were then given forms to fill in, a menu to choose 4 tapas dishes from, a list of treatments to choose from along with a list of "extra treatments " that were chargeable. We were offered tea/coffee or water. The lady that served us was lovely (Gracie I think). We were given 2 robes a pair of slippers and a locker key and taken to the changing area. The robes were disgusting cheap things, they are made of stiff cheap material, not fluffy and fresh, they smelt awful, the slippers are cheap nasty things, probably a job lot bought cheaply. We sat in a lounge area, mis matched furniture with dark wooden pieces of furniture. There was a jug of water but no clean glasses, music coming from the kitchen could be heard, no ambient relaxing sounds whatsoever. We were taken up to our treatment room where we experienced 3 lovely treatments by our therapists (Christina & Vicky I think). They were both lovely and professional.
After our treatments we were taken back down to the gloomy lounge until our food was ready. The dining area/bar was ok. The waitress brought our bottle of champagne and poured it for us then served us tapas - Spanish omelette, chicken wings and garlic bread (this was just tomato puree and a drizzle of balsamic vinegar glaze) the food was average, the champagne was lovely.
We didn't see the waitress again but we had a chat with the 2 ladies we'd been served by earlier, Gracie and Becca - they are the saviours of this place, they work so hard and were absolutely delightful members of staff, an absolute credit to the company.
We won't be returning after the initial experience with the owner, how this place has won awards is absolutely beyond me. It's in dire need of modernising ! Only 1 toilet to use too.
I'll be using another Spa in future.

How this spa is still running baffles me... from shoddy interior, undertrained staff, no customer service and downright rudeness, to nearly killing people with undercooked food... not to mention the false advertising!

I attended Portland hall spa today, with my mum, as a gift for her birthday.

I have written a whopper of a review but its too long for trust pilot to post. See it on trip advisor.

I've never had a spa day that I have left with MORE stress and tension, but if they could be voted for an award for that (makes me laugh that their website says voted best spa, what a joke/lie!) they would come first place.

To the owners:

Little touches that would improve the spa:

- Not just throwing down the robes and slippers on the sides and being told to put them on, at least hand your guests robes, it's little things like that which makes all the difference.

- Guide your clients/guests, don't just hurry them/demand of them to go into a room. That small touch and level of customer service can stop your clients feeling like they're having a spa experience at strangeways prison.

- Not letting your staff bring tubs of scrub into the waiting area, still with the price tag on (£4.99 from bodycare) to then put their hands in the tub multiple times, where is the hygiene training? How many other people's feet have been in contact with that product now? Why would this not cross anyone's minds to scoop the product out into a dish to avoid cross-contamination? It's disgusting.

- Your skirting boards are falling off in the bathroom, on the upstairs landing and your paint and wallpaper is peeling in the waiting area. If you expect to provide a level of excellence as expected from the price tag, at least use that money on the upkeep of the building.

- Do not advertise 'fine dining' that serves olives from a brine jar, that are soft and well past their date... And chicken wings that were so pink in the middle they could have killed someone.

- Do not allow your staff to end a treatment and get you to lie there whilst they read off a piece of paper the aftercare... Which felt like we were being read our rights after an arrest.

- The woman behind the bar, with the dark hair, was quite possibly the rudest member of staff in any establishment I have ever met. She sighed and rolled her eyes almost every interaction we had. Her demeanor was stand-offish and her manners were non existent. She didn't even apologise when she saw the state of the RAW chicken your 'kitchen' had 'prepared'.

- Stated on your website that 'your spa differs in experience' does not cover you for any of this.

From start to finish, firstly dealing with your booking system (in which they wouldn't book us in because they couldn't see my payment, even though I sent over a screenshot twice of the payment, then told me I could have a refund because of the sheer lack and disregard for booking us in, then a week later told me I couldn't and wouldn't have a refund, TAKING A MONTH IN TOTAL PASSING to even get us booked in) to the actual experience of your spa, it has been quite possibly THE WORST EXPERIENCE I have ever had.

Dump.
Would not recommend