Thermae Bath Spa Reviews 

If I could give zero stars I would. Not the experience I imagined. Staff were lacking any customer service skills on the reception and very unhelpful. Pre booked tickets and walk in's were not signposted resulting in us waiting in a queue for 30 mins whilst staff chatted.
Overcrowded in all areas, only had size 10 flipflops very dangerous for walking around, lift not working, some showers not working. Far too many people which meant doors of the treatment rooms constantly opened would not go back.

It’s ok. Granted, I’m used to really good, quiet spas and this one isn’t, BUT it does have some good points. It’s in a beautiful location, steeped in history, real, thermal bathing waters and great views from the roof top. There’s quite a few good points! It’s more like an experience? I didn’t feel ripped off and thought that the value was reasonable. Now, for the slightly more negative side. Ok, overcrowded. Really, really overcrowded. Had to wait around trying to get into rooms in the wellness suite that weren’t actually worth it. I’ve got a better star room at home and lots didn’t seem to be working/available. Crowded, loud roof top pool with people stuck to the steps where you need to get in/out. Building inside could do with some tlc as in places big chunks were missing from walls and skirting boards. A fair few grubby spots too. I’m trying to be balanced but I don’t think I’ll return.

Booked in advance for June 2023 for a treat for our 30th wedding anniversary. We had been there in June 2022 and it was nice although last year only one lift was working it was posted on their website. This year all the lifts were broken and it was not on their website. My husband has a fused ankle and uses a crutch to assist with walking because the other ankle needs surgery. So he thought he could manage the stairs if he only went up to the rooftop pool once and went slowly using the crutch and handrail. THERE WAS NO HANDRAIL for one flight of stairs. It had been removed from the wall. No other stairwell exists and this stairwell was extremely busy because all customers had to use it. The whole facility was very crowded and noisy. Not relaxing at all. Everything seemed grubby and dirty. The waterline in the pools was grey on the pillers and pool edges. I saw a blob of what looked like mucus float past me while in the indoor pool. The bubble jets in the rooftop pool weren't working (I think they have been out of order for a few months based on reading another review on here). And many of the lockers in the changing room were broken with out of order signs on them. Way too many people in all the steam rooms, sauna room and ice room. And people talking in loud volumes as though they were at a seaside amusement park instead of a spa. I was surprised by how this place has deteriorated in a year. We don't plan to go again.

Brought tickets prior to Covid used 2 out of 5.
Covid closed spas. Thermal spa won’t re issue as said out of date now.
Waste of £80

Dreadful! I bought this as a gift for my daughter and boyfriend as a birthday present (no, I could not book online, only by phone). Over half of the spa was not working, it was full of rowdy young people. I asked for compensation - I was offered some gift vouchers - not a lot of use to people that do not live in Bath. I went back and complained - no response. I asked for a formal complaints procedure, no response. This has been ongoing since January.

I received a voucher as a retirement gift - which went 2 months out of date. They will not honour the voucher.

Money for nothing Thermae Bath Spa?

Judging by the reviews below - I've not missed much!

A terrible experience far too overcrowded could not get into the sauna rooms was like a cattle market rather than a relaxing day would not recommend this experience a waste of money

Not able to book and contact customer service. Been trying for months now and every call goes to voice mail saying that due to high volume of call that unable to answers, not option to purchase online.

Absolutely shocking customer interaction on social media. Keep posting about having to hand your phone over, lots of unhappy customers but comments either removed or blocked. Tried messaging on Messenger but that is 'unmanned' too. AWFUL.

Zero stars. Over-crowded, extremely noisy, even rowdy, and not clean. The treatment was horrendous and when we questioned its quality, they brought out a manager of sorts whose sole goal was to put the blame on us. Impossible to get through to customer service to provide feedback. It's a completely jungle. If you want quality treatment and a relaxing atmosphere, run for your life.

Absolutely worst customer service I’ve ever dealt with, aboud at all cost was trying to ring to book in from 15/11 for a Christmas present could not get hold of anyone, line doesn’t ring just states they are busy and to email, phoned daily could not get through, just an email 3 times since the 15/11/22 still no reply, website is down. Absolutely Shambles of a place and needs new owners / managers /!

My friend also had a voucher in December 2021 she was trying one whole year to book in couldn’t get through managed to get free in November and voucher has expired and did not extend it, definitely will not be going.

Just want to add that although I have to confess that I'm not a regular to this type of thing so please take that into consideration however, I have to say that my experience is wholly positive. The spa was clean, towels gowns and footwear also adequate and not too overcrowded (booked spa for 9am and treatment for 11am) and the treatment was excellent. Emma the therapist was fantastic. I do have to admit that the process of booking the experience after paying was as most people have already written about but once that had been overcome, the morning spent at the spa was great. Would go again and recommend to friends based on my experience.

Very dissapointed with the overall customer care and conditions of the spa.

Firstly I had to try & call over 17 times to book in, and the email option was never replied to.

Conveyer belt system, the roof top pool needs a clean as some areas of the floor are green and the tiles to step in from dirty!!

Put it this way also I did not expect to visit on an early Sunday afternoon to feel like I was an extra on the side in a porn movie!! My Christmas treat vision was not to see a display of erections and people grinding each other!!

The whole place was rammed the young man in the downstairs pool looked like he wanted to punch people for leaving a robe on a lounger.

Robes that were given were thin and overworn, no music in the sensory room and had to press the buttons numerous times for the showers to come on, the ice room consists of a large sink with a very thin layer of ice cubes, no time limit on the mosaic relax bed room...same people for over an hour!

On leaving we were asked if had a good time, advised not and got an insincere reply and seemed more interested that we had given the wrist band back.

Will not be visiting again or recomending.

Waste of the phoning or emailing. I have two vouchers I can't use as I cannot reach them. TOTALLY USELESS answering system.

I've since had them phone me several times and email me. Obviously they have made improvements and now they are on the ball.

Trying to book for weeks now, dont answer calls, dont get back to you.

So, I've giving 3 stars on the basis its a real mixed bag. The booking service is appalling - we ended up booking in person as that was the only way to contact someone!!
However, once there, the experience is lovely. Beautiful roof top pool with views over Bath, mixture of sauna and steam rooms plus my favorite bit being the 'lazy river' in the basement pool. Definitely worth a visit but the booking system definitely needs to be sorted.

Their approach to reservations is appalling. I rang the reservation number and a recorded voice told me several times they are uber busy and I should email. So I did as requested and sent an email. They then send an auto request saying due to the volume of emails and calls it mean they will take 9 DAYS to respond AND I should RING!! So what should be a pampering luxury experience is painful and unpleasant before going through the door. AVOID!!!

Keep trying to get hold of them to book a session, but phone cuts off and who ever answering emails are useless. After covid/re-opening customer experience has been non-existent

When did ‘experiencing an unusually high volume of calls’ become a euphemism for ‘don’t care enough about our customers to employ enough staff’. Brexit? Covid? Whatever. The result is the same. A customer experience not worth the money.