Excellent service throughout the entire process. John at Hydropool Portsmouth listened to our needs and budget, and suggested the perfect Spa for us. Lead time was short which was all planned and arra... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Spa worked well for a while, but try and get a service engineer out or even respond, no chance. Clearly the service side of Hydropool is not very good, so before buying a Spa, get a good idea of who... See more
The pre sales was great, John in the Portsmouth showroom was really patient and not pushy in any way. He went out of his way to talk through the many different options and allowed demonstrations et... See more
Company replied
From initial enquiry through delivery we found the service first class. The ability to physically sit in a tub in the show room was invaluable in the decision making process. We were initially unable... See more
Company replied
Company details
- #19 of 19 best companies in Hot Tub Shop
Written by the company
For over three decades, Hydropool has been renowned as experts in the art of relaxation. It’s a reputation we’re thoroughly proud of. Hydropool UK is thrilled to be the longest established Hot Tub and Swim Spa company in the United Kingdom with a specialised talent for creating state-of-the-art, plush designs to satisfy your unique specification and desires. Whatever your need, we can satisfy. From Swim Spas for solo training and rehabilitation to homely Hot Tubs to enjoy with friends and family, we’ll surpass your expectations. Rest assured that when you reward yourself with the best Hot Tub on the market, you’re backed by the best customer care and after-sales teams to ensure that first dip pleasure lasts and lasts.
Contact info
The Spa Showroom, P02 9RR, Portsmouth, United Kingdom
- 02392 698000
4.0
Great
25 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 21% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I ordered 2 items and only 1 was…
I ordered 2 items and only 1 was delivered,despite,the paper included in the packaging indicating 2
31 March 2026
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Dear Steve,
Thank you for your review. We’re delighted to hear that you’re happy with your item and that it arrived quickly. Your feedback is greatly appreciated and helps us continue providing excellent service.
We look forward to assisting you again in the future!
Kind regards,
Hydropool Customer Care Team
Spa worked well for a while
Spa worked well for a while, but try and get a service engineer out or even respond, no chance.
Clearly the service side of Hydropool is not very good, so before buying a Spa, get a good idea of who is going to service and fix it, because IT WILL GO WRONG.
21 October 2025
Unprompted review
John advice and knowledge was excellent…
John advice and knowledge was excellent definitely use him again
4 July 2025
Unprompted review
Good service
John Holman from Hydropool Hampshire was efficient, knowledgeable & friendly. It's so important to have a local branch to give a good level of service
26 June 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Dear Jan,
Thank you for your kind feedback!
We’re delighted to hear that John provided you with efficient, knowledgeable, and friendly service.
If you need any further assistance, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
Exceptional Service: A Truly Impressive Experience with Hydro Pool Hot Tubs
I recently purchased a hot tub from Hydro Pool Hot Tubs, and I cannot speak highly enough of the outstanding customer service I received throughout the entire process.
Initially, I was leaning towards purchasing a different system. However, the advisor (Dan) took considerable time to thoroughly explain the pros and cons of the Hydro Pool models I was considering compared to my original choice. His knowledge was comprehensive and his approach was refreshingly unbiased – he genuinely helped me understand which option best suited my needs.
Inspired by Dan's expertise, I visited the showroom. There, I was duly given an extended, hands-on demonstration of the Hydro Pool hot tub. Dan was excellent – patient, informative, and clearly passionate about the product. His professionalism and depth of knowledge were key factors in my decision to purchase.
Since taking delivery, Dan arranged a detailed Zoom call, walking me through the mechanics and operation of the tub with incredible detail. This personalized support ensured I felt completely confident using my new investment.
Overall: Hydro Pool Hot Tubs delivers a truly premium service experience. From Dan's consultative sales approach to Dan's meticulous aftercare, every interaction was marked by expertise, patience, and a genuine desire to ensure customer satisfaction. Highly recommended!
20 June 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Good afternoon,
Thank you so much for your wonderful and detailed feedback!
We’re thrilled to hear that Dan provided such exceptional service throughout your entire Hydropool hot tub journey—from expert advice and showroom demonstration to personalized aftercare via Zoom. It’s fantastic to know his knowledge, patience, and professionalism helped you make the best choice and feel confident with your new investment.
We truly appreciate your recommendation and are proud to have Dan as part of our team. Should you need any further assistance, please don’t hesitate to get in touch.
Kind regards,
Hydropool Customer Care Team
Help from John - Hydropool Portsmouth
John from Hydropool Portsmouth has helped me no end today. I have had no luck with getting any support from the Hydropool Customer Service team who have failed to get back to me on numerous occasions. Even though I did not buy my hot tub through John, he took a great deal of time talking me through what I have to do to rebalance my water and drain / refill my hot tub. None of which I got from Hydropool. I would definitely recommend people to buy their hot tubs through John in Portsmouth.
28 June 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Dear Sara,
Thank you for taking the time to share your experience. We’re sorry to hear about the difficulties you’ve had with our customer service team, and we appreciate your patience.
It’s wonderful to know that John from Hydropool Portsmouth was able to provide you with the support and guidance you needed, even though you didn’t purchase your hot tub through him. We’ll be sure to pass on your kind words to John.
Your recommendation means a lot, and we will also use your feedback to improve our overall service.
If you need any further assistance, please don’t hesitate to reach out.
Kind regards,
Hydropool Customer Care Team
Excellent service from start to finish
Excellent service from start to finish. Comprehensive information provided. Communication was good, to explain the short delay in delivery (due to the late arrival of the ship into its UK port), and we were compensated for this with a useful credit against pool chemicals. The spa pool is wonderful and we're really glad we made the investment.
29 April 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for your kind words and thoughtful feedback! We're delighted to hear that you had a positive experience from start to finish, and that our team was able to keep you informed throughout the process. We're glad the delay was communicated clearly and that the credit for pool chemicals was helpful. Most importantly, it's wonderful to know you're enjoying your new hot tub and feel confident in your investment. If you ever need anything in the future, we’re here to help. Enjoy every relaxing moment!
regards
Hydropool Customer Care Team
When looking into buying a hotub I…
When looking into buying a hotub I called into the store for advise and information.
Dan was really helpful took the time to advise me with no ‘hard sell’
After this I knew what I wanted so a couple of months later once I was about ready to order one Dan happened to have a follow up call which I called over the next day and ordered a tub.
Even though I didn’t deal with Dan I sorted my order with Will I believe..
the whole experience was super easy and helpful from talking about an item to delivery and follow up making sure I was happy.
Definitely recommend Hydropool
25 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for sharing your experience! We're thrilled to hear that Dan was able to provide helpful, no-pressure advice and that Will made the ordering process smooth and straightforward. It’s great to know the entire journey—from your first visit to delivery and follow-up—was easy and enjoyable. Your recommendation means a lot to us, and we’re so glad you chose Hydropool. If you ever need anything in the future, we’re just a call away.
kind regards
Hydropool Customer Care Team
Chyna at Hydropool UK is a God-send
Chyna at Hydropool UK is a God-send. After having had an unfortunate experience with a Hydropool dealer who went out of business and could no longer service my warranty, Chyna stepped up to the plate and did an incredible job rallying the troops to get me everything I needed such that the amazing team of Dermot and Andy on the day were prepared to tackle each issue in an efficient fashion, with the necessary replacement part to hand. It is service like this that earns Hydropool the goodwill of current and future customers. I really appreciate it.
2 May 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for your kind and thoughtful review. We're truly sorry to hear about your initial experience, but we're delighted that Chyna was able to step in and provide the support you needed. She’s a valued member of our team, and it’s wonderful to hear how effectively she coordinated everything to ensure Dermot and Andy were fully prepared. We're proud to have such a dedicated team who go the extra mile for our customers. Your recognition means a great deal to us, and we’re grateful for your continued trust in Hydropool.
kind regards
Hydropool Customer Care Team
(Would give 0 if possible)
(Would give 0 if possible)
Absolutely terrible experience. If I could give zero stars, I would. This retailer operates with zero reliability, questionable morals, and a blatant greed-driven attitude.
After a wet test of the self-cleaning 579 model on 1st, March, 2025, I offered £10,000, which Adrian Danson (the owner) initially refused. Two weeks later, he came back agreeing to that price and pressured me to pay a deposit immediately, even going so far as to ignore my questions unless I committed.
Once I was ready to pay—after nearly completing the outbuilding meant to house the jacuzzi—he broke his word and suddenly increased the price to £11,285 , despite previously assuring me there would be no hidden fees. This is not just bad service—it’s dishonest and manipulative.
I would never, ever recommend this company to anyone. Save yourself the stress and find a business that actually honors its word and treats customers with respect.
I have all evidence if needed to present.
1 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Hello Selina,
Thank you for your feedback. We are genuinely sorry to hear about your experience, but we believe there may have been a misunderstanding.
Hydropool Hampshire is not affiliated with Adrian Danson or the dealership you have described. Based on the details provided, it appears that your interaction was with a different Hydropool retailer.
We take customer service and integrity very seriously at Hydropool Hampshire, and we strive to provide clear, honest communication with every customer.
If you have any further concerns or would like to clarify this matter directly with us, we would be happy to speak with you.
Kind regards
Hydropool Customer Care Team
The right choice
Excellent service throughout the entire process. John at Hydropool Portsmouth listened to our needs and budget, and suggested the perfect Spa for us. Lead time was short which was all planned and arranged by Scott. The installation went well and on time, the team who installed were very professional and knowledgeable. A follow up call later by Scott to ensure all went well was appreciated. Now here, the quality of the Spa and its performance ensures we made the right decision by buying a Hydropool spa.
28 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Hello Danny,
Thank you so much for your kind words and fantastic review!
We’re thrilled to hear that John and Scott were able to guide you through the process and that the installation met your expectations. It’s always our goal to make the experience as smooth and enjoyable as possible—from the first conversation to the final follow-up.
We’re delighted you’re enjoying your new Hydropool spa, and we truly appreciate you choosing Hydropool Hampshire.
Kind regards
Hydropool Customer Care
Awesome customer experience!
John could not have been more responsive or helpful at every stage of our buying journey. Highly recommend service and a fantastic product!
2 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for your kind words! We’re delighted to hear that John was able to support you so well throughout your buying journey. Your recommendation means a lot to us, and we’re thrilled that you’re happy with your product. If you need anything in the future, we’re always here to help!
kind regards
Hydropool Customer Care Team
5 star service, genuinely happy 😊
We attended the Southampton boat show in 2023 where we got to see the spas in action and asked any questions, staff were super helpful. Then attended again in 2024 where we dealt with Ollie who was fantastic at going through the spa with us. We paid a deposit and took delivery in 2025. Scott Wiggins kept in touch via email answered any questions and guided us through what would happen. On delivery day we had Simon and Adam arrive super friendly and respectful of our home. Set up went really well, within 3 hours. Then to finish off a phonecall from Scott to confirm all went well. Customer service is brilliant which running my own company I know is super important. I am really happy with the service received and our 679 platinum hydro pool spa ⭐
10 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Hello Linzi,
Thank you so much for your detailed and thoughtful review! It’s fantastic to hear that your experience with us—from the Southampton Boat Show to delivery day—was such a positive one.
We’re delighted that Ollie was able to guide you through the tub selection in 2024 and that Scott kept you well-informed throughout the process. We’ll be sure to pass along your kind words to Simon and Adam as well—they’ll be thrilled to hear that their professionalism made a great impression on delivery day.
Customer service is something we take immense pride in, so it means a lot coming from someone who runs their own company. We’re so pleased you’re happy with your hot tub and truly appreciate you taking the time to share your experience.
Wishing you many relaxing moments in your new tub!
Warm regards,
Hydropool Customer Care Team
Top-notch customer care and a fantastic engineer
We had a few minor issues with our Hydropool product, but the customer service we received was outstanding. Chyna, our customer service contact, was incredibly professional—she took our concerns seriously and made sure everything was addressed promptly. She also arranged for an engineer visit, and Andy, the engineer who came out, was excellent. Not only did he resolve the issues efficiently, but he also took the time to explain everything clearly. Top-notch customer service and a fantastic engineer—very impressed!
8 April 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Hello Victoria,
Thank you so much for your kind words and thoughtful feedback! We’re really glad to hear that, despite the initial hiccups, your experience with our customer service team—and especially with Chyna and Andy—was such a positive one.
Chyna takes great pride in ensuring our customers feel heard and supported, and Andy is truly dedicated to delivering not just solutions, but a clear understanding of the process. We're thrilled they both made such a great impression.
We’ll be sure to pass on your praise to them—comments like yours make our day!
kind regards
Hydropool Customer Care Team
Speedy diagnosis and repair
Speedy diagnosis and repair. Very pleasant engineer.
19 March 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you for your kind review! We're delighted to hear that you were happy with the speedy diagnosis and repair. Our engineers always strive to provide efficient service with a friendly approach. If you ever need assistance in the future, we’re here to help!
kind regards
Hydropool Customer Care Team
Empty and refill
John from Hydropool came round my house to empty,clean and refill our hot tub…as always he goes above and beyond and turns up when he says and always delivers.. I would 100% recommend Hydropool
26 February 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for your kind words! We're thrilled to hear that John provided his usual top-notch service and went above and beyond for you. Your recommendation means a lot to us! Enjoy your hot tub, and we look forward to helping you again in the future.
Kind regards
Hydropool Customer Care Team
good recent service on products we have…
good recent service on products we have purchased
14 February 2025
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Good afternoon Gary,
Thank you for your kind words! We're glad to hear you're happy with our products and service. We appreciate your support and look forward to serving you again.
Kind regards
Hydropool Customer Care Team
Good booking system
Good booking system. Bart attended, always helpful with explanations and has spare parts onboard his van.
20 February 2025
Unprompted review
Reply from Hydropool Hot Tubs and Swim Spas UK - Hampshire
Thank you so much for your lovely review! We’re really happy to hear you found booking a visit easy and that Bart was helpful—he always goes the extra mile!
kind regards
Hydropool Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.