Ive been a member for 15 years and do love my visits to nirvana. There's only 2 things that are quite annoying. 1 - despite the signs around the spa, guests are using their mobiles inappropriately. Talking on them in the changing rooms and around the pools. I see it happen on every visit now. Wish they could be banned -the whole point of a day at the spa isn't to be engrossed in your phone? Surely everyone can cope for a few hours without their phones and enjoy where they are instead? and 2 - they've taken the duck wraps off the menu. They were always very very popular and my absolute go to, so why??? It's almost worth cancelling my membership over! Only joking.

I have been a member for over 20 years and only continue my membership because I have accumulated so many points. Since Covid I have to book every time I visit, which I never had to with my membership in the past. I have just been holding on for over 1/2 hour to sort out a reservation for tomorrow. They said they had sent an e mail confirming my booking which I never received (not the 1st time this has happened). The person I spoke to on the phone I thought was unpleasant to me and kept interrupting me. Please Nivarna can you treat your members with more courtesy and not like we are a nuisance.

All in all, it is a great spa with some terrific features.

The positives:
Lovely and warm throughout. Everything was incredibly clean. The staff were very friendly and helpful, and there are plenty of staff about. Robes and towels can be refreshed at any time.

One thing I really did like about the spa was that there were 2x free charging points. They were slow chargers, but still great that these were provided to use free.

Lots of vegan varieties of food. Food is served up very quickly and it all tastes incredibly nice. We had a plan where we could get free drinks and snacks throughout the day and there was plenty of variety of both.

The offerings there were vast. I would recommend everyone try each thing on offer, the pools were great, particularly the dead sea salt pool.

The negatives:
I was really surprised by the sheer amount of service charges on absolutely everything. Some things made perfect sense (like service charge for waiter service and for the masseuses). Other things, not so much. My husband asked for his pizza without artichoke, but with chilies. Not only were we charged for the chilies (£1.50), but it looked like we had to pay a service charge (12p), on that additional charge, regardless of the amount, paying a service charge on something we're already being charged on doesn't make sense to me. Ludicrous is a word that comes to mind.

A number of facilities were not working/inaccessible, so this was a bit of a dampener. The swim lanes was one of these, the sauna was also operating at a lower temperature, there was 1 other area/functionality, but I can't remember what that was.

It was really difficult to check out. We left at 5.30pm (don't do that!) and that was the same time that lots and lots and lots of people arrived, I guess it was the start of off-peak, it meant we had to wait a while before we could check out.

The shower cubicles were the teeniest I've ever been in, I'm 5ft 1" and I honestly can't see how a bigger person wouldn't be constantly knocking elbows on the door/walls.

I would say the worst thing about this, by far, was the online booking system. I would strongly recommend to everyone to book in person (via phone) rather than use their online system. It's very buggy, I encountered a "error code" page a number of times when trying to book. When I booked online I booked a massage for myself and my husband for mid afternoon. My email confirmation was completely wrong, it stated the massages were booked for 01:00 - 19:07 (exactly, I have no idea what this means!), not what I had chosen. I then got another confirmation to say the massages had been booked for 4.45pm and 5.30pm respectively...again, not what I had chosen. I then had to contact Nirvana who said both confirmations were wrong, and my husband and I were booked in for a couples massage at 2pm. On the day we arrived, this was confirmed. When it came time to go in, my husband was directed into one room (for couples) and I was directed into another (for couples)...If I do visit the spa again, I will definitely NOT book online.

Another disappointed member.

We attended recently and the main pool area was uncomfortably cold. People were using their towels to keep their feet warm and a few of us mentioned we would need fleeces and blankets for our next visit. There was a sign to say they were aware of the temperature problem and that they were working on it but it stayed cold throughout and we heard more than one guest commenting that it was probably too expensive to heat all of the areas these days.

We had booked the 20 minute treatments and were told they no longer offer free robe hire for these treatments. I did say that if we had known this we would have brought our own robes and I suggested that they should be provided in this instance and to their credit, they did let us have them for this visit only. I agree with other comments on here that as members, this should be included in the price as with the towels also.

Dinner was lovely but some of the bits were missing from our meals. Again, as soon as we mentioned this they did put it right and brought them out.

One of our party also commented that staff were rude to them when there had been a mix up about treatment timings (which was an timing error on the spa's behalf, not ours).

I don't want to get in touch with management to complain for fear of membership being cancelled/being banned, as it has for others who have left feedback on here.

Dreadful experience with customer services! Treated like a common thief for taking a robe and towel. I've been a full member for years and have always used the same robe and towel. Today I changed towels and as I left alarms went off and I was chased down and given outrageous attitude by the receptionist.
I fully understand that visitors and voucher users may have a habit of pinching robes and towels as tokens from their visit but as a full member a robe and towel should be included in the outrageous membership price which they keep increasing yet standards decline!
I pay for two memberships so I don't need to steal their towels to sell on eBay!
Regardless of that, the way the despicable receptionist spoke to me was horrific.
I called to complain and the person on the phone was nearly as deplorable! Telling me this had to be escalated much much higher up, as though I had intentionally stolen a car or assaulted a member of staff.
I suggest you work on your customer service and try and retain your long standing full members who spend nearly £200 per month per membership

UPDATE IN REPONSE TO NIRVANA'S REPLY - the member of staff in question was not professional, she was vile in her attitude towards me and a special mention to the Operations Director who seems to lead the way in rudeness to the members that pay his salary.
I have also received a letter stating they have cancelled my membership with immediate effect and are not obliged to say why. Very short sighted and tyrannical of them indeed considering I raised a complaint about how I was treated by a member of staff and I have been a long standing member and they have had a considerable amount of money from me over the years.
I think banning someone who has been a long standing member is most definitely more extreme than required. I would have been more than happy to pay for several robes and towels if it would have made you feel better

I had my spa experience 16/10/2023 in the morning I was disappointed the spa had a very cold feel and I was unwilling to take my robe off, the water was cold in the jacuzzi and there were no women's WC working, in order to use facilities I have to walk through the restaurant and around more twists and turns where I found one toilet to use, that is OK I only needed one but there were several women who needed this facility as well.

The best spa i have been to. Spotlessly clean. Beautiful settings. Food, delicious and fresh. Complete serenity and relaxation. Staff were lovely and professional. My personal favourites were the sauna followed by ice plunge pool and the tepidarium after lunch. Only minor feedback is quicker check in when theres a queue and food order took a while. I recommend Nirvana to everyone and cannot wait to return! Amazing!

TOP NOTCH
Fabulous spa and outstanding staff. So happy I've signed up for membership and now my daughter wants to sign up for one too. Faultless. Amazing treatments and food is delicious. Can be busy at times but plenty seats around the outside or inside amazing pools and really quiet. Had an amazing afternoon tea treat for my birthday and me and my daughter can't recommend it enough. 10/10.
Would attach pictures though cannot find the settings in here.
We can’t wait to come back. Thank you, Nirvana, keep up the good work!

I need to write a positive review as the overall score and some comments read, do not reflect my experience since 2016.
The spa is always spotlessly clean. You observe staff re clean areas throughout the day to maintain this. I find all staff to be polite and courteous. Even the less naturally warm ones are effective; the more friendly ones can brighten your day. The food is lovely and always made to preference. Service is good in all areas. I always enjoy my visits to Nirvana. It is a beautiful, relaxing place to be. There are so many areas to explore. A regular well-being act or a treat. Due to this, I’ve continued membership, despite the jump in fees in the past two years.

There are two small things to mention from more recent experience:
1/ For it to be quicker (at times) to collect a robe on entry. Sometimes it takes too long awaiting the run through and itinerary for groups. Two is too few staff to man a busy entry / exit with two sides to supervise- there needs to be an additional person on their feet to greet members with quick requests;
2/ Very loud conversations and shrieking echoing from some female groups in quiet areas. It can make you jump when you’re relaxing. Some supervision and reminders to these people would be wonderful.

I’m liking no longer needing to book in advance to attend.

I’ve looked up spas for gift vouchers for friends living in other areas- nothing seems to compare to Nirvana. Keep it special.

I'm not sure what the negative Nancys are writing about, this place is incredible. Spotlessly clean, incredible facilities, beautiful spa and the staff all at the top of their game. So good I've just signed up for a membership. Faultless. The food is much improved and delicious. It's busy at times but me and my friend dozed off on the seats around the pool so it's not as noisy as people have reported. 10/10.

Discrimination
I came to nirvana spa to do my daily 45 minutes cardio and to relax from here work and to see my friend who I didn’t see for long time. We booked spa for the day which isn’t cheap. We came all the way from London. We’re enjoying very much the facilities. Had couple of drinks by the jacuzzi went to floatation and had some included lunch. I have ordered myself one bottle of Chardonnay and my friend doesn’t like it so she ordered sparkling rose. I can’t believe I’m even writing this because I have this feeling like I was treated so badly, like my mother told me I’m a bad girl lol. Anyway so during lunch time a lot of people were having alcohol but only we have been told that we can’t have any more… we weren’t loud, we weren’t drunk like people in the pub. We were just having good time. BUT BECAUSE IM ESTONIAN AND MY FRIEND IS KAZAKH THEY WERE JUST DISCRIMINATING US. We might not speak good English but it doesn’t mean you can treat us this way. There are no rules saying u can’t have more than 1 bottle of wine!!! When we left because we felt very uncomfortable to be there. I asked to speak with the manager who was extremely rude to me. I was tipsy (why can’t I be tipsy!?!?!) my friend was sober but she was just telling us that we are drunk… the security guy who wasn’t standing close to me HE SAID I SMELL! HE SAID LITERALLY I CAN SMELL YOU FROM HERE!!! also this manager said she will call the police if we WONT LEAVE. We weren’t rude to them we were just telling our side of the story and just justifying ourselves. So we left the facilities. It was raining, my hair was wet, the security guy came with us like we are some sort of criminals. I might go and see therapist after what happened today because I have a lot of anxciety to what happened and I had never experienced such an embarrassment in my life. It’s the worse experience in my life. I don’t think I will return even though we literally thinking to come there every month. But these British people just are racist and love people who speak without accent!

Hello my name is Anel Akmoldayeva I came today with my friend Irina to this place ,from London,it is my second time here and my friend is coming constantly and she is regular customer there but today we were treated so badly and we felt a discrimination from the staff members especially from managers even though they need to resolve the problem ,they were doing opposite and saying things like (WE WILL NOT SELL YOU ALCOHOL BECAUSE IT WAS MY DECISION),my friend Irina asked them why you don’t want to sell alcohol particularly to us and they responded (BECAUSE YOU SMELL SO BAD)even though we were there all day and we were just relaxing and causing no problem to any person,they can even check their camera,I think it is obvious example of DISCRIMINATION AND I THINK IT IS DISGUSTING AND UNACCEPTABLE,because last time my friend Irina came to this place there were a lot of English people and they and drinking and were having fun,they were dunk and even screamed but no one said nothing to them,we were treated like this because she is from Estonia and I am from Kazakhstan,and they assumed we if we are not talking in English it means we should be treated like this?they threatened us to call police if we don’t leave even though we were talking very calmly and not having any conflicts,we waited 10 minutes under the rain for taxi,and it is my first time here that I felt Racism,and we paid almost 500£ for this,it is not a small amount and worst experience ever.

Spa facilities are amazing. It really is the only place for a proper full on spa day. However, I’ve not yet had a 10/10 massage in all the visits I’ve made. Recently went for a pregnancy one and it just wasn’t very comfortable. My neck was aching afterwards. Sitting on a chair leaning over on a bed that I think was too high for me (I’m 5ft) it just wasn’t relaxing compared with other pregnancy massages I’ve had elsewhere where you lay on your side. Previous normal back/shoulder massages have been similar, just not the quality or serene vibe you would hope for. The staff were also stomping and rushing around (and chatting) in the crystal room which wasn’t relaxing. Each time we’ve eaten in the restaurant it’s been a bit disappointing. The burgers don’t come with any fries (or substitute) which for my bf means he could eat 3 of them and always leaves starving which is frustrating for the price. There’s always something not available and choice is very limited as it is. Another time I tried the buffet and it wasn’t the quality you’d expect. My bf refused to pay the service charge on his meal. Overall it’s a great experience for a spa day, but massages and food let it down. I wouldn’t become a member on this basis.

Booked a 3 hour session for 4 people for a hen do. We were not told once by any member of staff that you had to be out of the changing rooms within 30mins of your slot or get charged an hourly rate on departure. The woman that checked us in had even asked if we’d visited before to which 3 of us said no, I had about 5 years ago for a day with a member so wouldn’t have known about the rule. It put a big downer on the day because up until then we’d had a nice time. They should make sure people are made aware of this. We definitely were not! It wouldn’t have been so bad if we had been using the facilities but we were in the changing room getting ready for the rest of our hen party. The facilities were lovely but it’s far too busy in this place. The showers are ridiculously small, you can’t even hang your towel in them without getting it wet.

Terrible service, slow to acknowledge! Top prices for rubbish service and average food! The whole place needs a massive over haul. Plenty of staff but don't seem to be directed by anyone.

I want to say a huge thank you to all the amazing staff at the Nirvana Spa who made my Step-Mum's Bridal Shower a day to remember! We all enjoyed our day so much and appreciate Chris who helped us set-up for lunch and decorate the table, for Sophie A who did make-up sessions throughout the day for us and to Rachel who gave us amazing customer service in the spa shop! I didn't catch everyone's name but every staff member was brilliant, friendly and helpful making the spa even more special. Thank you!

This spa is the opposite of relaxing. It's SO oversold and incredibly busy. You struggle to get seats on the hotbeds or to find a space in the hot or salted pools. The changing rooms are tiny compare with the amount of people they're trying to cram in there.
Customer service has been awful. You can't get through on the phones. You can't book spa days online so you have to call up, every time I have rang there have always been over 25 people in the waiting list.

Awful. Will never go back.

Amazing spa
I have been several times and it doesn’t disappoint. It’s clean, staff are friendly and selection of pools is great. Salad bar has a great selection of food. It can get busy but there is always plenty of space in each of the rooms to sit and relax. Would recommend.

I have been a member of Nirvana Spa for over 20 years. For much of that time it was a haven of tranquillity that I really enjoyed. After covid, Nirvana increased my membership fee by 43% which I could not afford, so I changed to a 6 evenings per year membership. Since then, I have visited three times and have not enjoyed the experience. The place is now very noisy with more groups who are mainly not there for a tranquil time and far too many people. You now must book a slot for the restaurant and then stand in a long queue with the others booked for the same time slot. The service is slow, and I spent most of my time trying to attract the attention of a staff member. They no longer provide newspapers and magazines (unless you want to view them online – I go to get away from tech) I used to visit early mornings when you could enjoy a peaceful time with not too many people. The evenings are very crowded and loud, and I expect it will get worse when the hotel opens. It now feels that it is just all about making money rather than providing an enjoyable experience. The facilities are very good and I’m sure people who visit occasionally, and especially the large groups, will enjoy the experience. Sadly it’s no longer a place I can enjoy.