The WhatsApp chat is very handy,messages were answered relatively quickly. The only criticism was that the person was chatting to did come across quite blunt,a little more warmth would be nice.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I just called the Spa Breaks team and had the absolute pleasure of speaking with a Spa Specialist named Drew Leigh. From start to finish, Drew was incredibly helpful, professional, knowledgeable, an... See more
Company replied
I needed to amend a booking with Spabreaks due to illness and I was helped almost immediately upon ringing. Bianka, a really friendly staff member, was able to contact the Spa hotel to rearrange my bo... See more
Company replied
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... See more
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Company details
Written by the company
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
Contact info
4.3
Excellent
20K reviews
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Spabreaks.com
Hi Natalia,
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 Jessi 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
Very good customer service
Nick was so helpful over email in assisting with my booking. Quick response time and I look forward to booking more with the company.
29 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Samantha,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm glad to hear that Nick provided such quick and helpful customer service and assisted you with your booking.
We're always happy to help and look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Great and communicative
Great and communicative - made the booking process easy to understand and adapted to my needs as I was doing a solo rather than couple trip
1 April 2026
Unprompted review
Reply from Spabreaks.com
Hi Emma,
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 made the booking process nice and easy and assisted with personalising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Very helpful
Very helpful, drew leigh helped with all my questions and gave me lots of options.
29 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Zac,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Drew was very helpful and assisted you with arranging your booking.
Our Spa Experts can help with any spa related questions and are always happy to help via either WhatsApp, Live Web Chat or phone.
I hope you enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Great service
Great service, the WhatsApp was really helpful. They can accommodate your needs and they are flexible. I recommend chatting to them rather than booking it online.
1 April 2026
Unprompted review
Reply from Spabreaks.com
Hi Maria,
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 was very helpful and made the booking process simple and straightforward via WhatsApp.
Our highly knowledgeable Spa Experts are always happy to help and we hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Excellent customer service
Easy to find a great deal with clear pricing. A last minute date change was processed without hesitation, the customer service was excellent.
31 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Jules,
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 Natalie was helpful and assisted you with your amendment request.
We're always happy to help
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 difficult to navigate to the Spa…
very difficult to navigate to the Spa break voucher and make the booking
30 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Jacqueline,
Thank you for taking the time to leave us a review, we genuinely appreciate all feedback as it helps us continue to improve our service.
I’m sorry to hear that you found the process of redeeming your voucher and completing your booking difficult to navigate. That’s not the experience we want for our customers, and I completely understand how frustrating that can feel.
We’ve worked hard to create a simple and straightforward online booking system, and thousands of customers successfully use it each week. That said, we know that everyone has different preferences and needs, and we’re always looking for ways to make the process even smoother.
Our Spa Experts are also on hand for anyone who would prefer personal assistance or has specific requirements. They’re available by phone, email, Live Web Chat or WhatsApp and are always happy to help.
I hope you have a wonderful and relaxing spa visit ahead.
Kind regards
The Spabreaks.com Feedback Team
Three cancelled spa days
My husband booked me a spa day for Mother’s Day, to be told days before that it was a mistake and there was no availability at the spa we booked, this then continued to happen two further times. So I had tried to move the date and each time, it was confirmed only to be told days later that it wasn’t actually available. I’ve had two slow refunds processed and almost four days before a response to this request. It’s really difficult to match up two adult diaries around kids and it’s really just left us disappointed and understandably frustrated.
I won’t be using this website again.
Be cautious when booking a spa day as the availability is relied upon the spa updating details on the website which obviously goes unchecked too.
The staff are friendly enough but the replies are slow and this isn’t ideal when in limbo after paying for multiple bookings that have been cancelled by them.
17 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Elena,
Thank you for contacting Spabreaks.com. We are always grateful for feedback on the services we provide and I can only apologise that your booking could not be confirmed on this occasion.
We’re very sorry to hear about the difficulties you’ve experienced, and we completely understand how frustrating this must have been.
We successfully confirm thousands of spa and hotel bookings every week, and it is exceptionally unusual for any issues to occur. We can only apologise that this has happened in your case, and that you’ve experienced it more than once.
Spabreaks.com works with over 550 UK‑based spas and hotels, we rely on our business partners to keep us updated with their live availability. On this occasion, the information provided to us was not accurate, and we sincerely apologise for the inconvenience this has caused.
I can confirm that a full refund has now been requested, along with our sincere apologies for the disappointment and disruption to your plans.
If there’s anything further we can help with, we’re here to support you.
Kind regards
The Spabreaks.com Feedback Team.
My daughter purchased a birthday voucher which was a disaster…
My daughter purchased a birthday Spabreak one night for my wife and I (£203.70). The night, diner and treatment were confirmed by Taplow Hotel by email and when I called upgrade a treatment and confirm a vegan option. Later in the week they emailed and called to cancel the offer price saying it was an error and I had to pay almost £200 more, or cancel. But didn't explain the cause of the error or accept any responsibility or offer any recompense. I was told to talk to Spabreaks who gave the same response. They refunded £193.70 ! This entire experience is backed up by emails and my daughter's receipts - and call records.
30 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Stuart,
Thank you for contacting Spabreaks.com.
We are always grateful for feedback on the services we provide, and I’m sorry to hear that your booking journey was not as straightforward as we would expect.
We sincerely apologise for the issue with the pricing on your voucher purchase for Taplow House. On the rare occasions that something like this occurs, Spabreaks.com will always do everything possible to offer suitable options and alternatives, such as arranging an alternative venue or date, to minimise any disruption to your plans.
Please be assured that your feedback has been noted, and we are reviewing this internally to help prevent similar issues in the future.
If there is anything further we can assist you with, we’re here to help.
Kind regards,
The Spabreaks.com Feedback Team
Reply from Spabreaks.com
Hi Tori,
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 was efficient and helpful 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
Great customer service
Initial booking process was easy and straightforward. I needed to request an amendment to my booking and after emailing the team, Bianka responded and was able to help with ease. Extremely helpful, thank you Bianka.
27 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Nick,
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 Bianka was extremely helpful and assisted you with your amendment query.
We're always happy to help
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
Great customer service
I needed to webchat with an agent. Didn't have to wait very long. The agent was a real person, so matters were dealt with quickly and more than satisfactorily.
28 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Monica,
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 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
Fast efficient service
Fast efficient service, had problems with multiple voucher codes and it was resolved so quickly by Drew via WhatsApp! Thank you xx
28 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Rebecca,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Drew was very helpful and assisted you with redeeming your gift vouchers and arranging your booking.
We're always happy to help via either WhatsApp, Live Web Chat or phone.
I hope you enjoy your spa visit and we look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Very professional and helpful 👏
I found an offer on on spa breaks for Oulton hall and messaged them direct..
I got a reply instantly over text answering all my questions..
Then Sophie kindly gave me a call explaining everything to me and advising me on what massages she would recommend.. and times for booking my treatments etc.
She was very straight to the point and very professional and extremely helpful..
Thank you so much for helping me book this experience Sophie.
Cant wait to go now.😊
27 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Laura,
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 helpful and efficiently assisted you with organising your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
What customer service?!
Absolutely appalled by both the experience and the response from this company.
The venue they recommended was nowhere near the “luxury” standard advertised—poor facilities, disappointing service, and overall not fit for purpose. What’s worse is how the complaint was handled: dismissive, defensive, and hiding behind terms and conditions instead of taking any real accountability.
Being told my experience doesn’t matter because others didn’t complain is unacceptable. Offering a £40 credit as a resolution is frankly insulting.
I won’t be using their services again and would strongly advise others to think twice before booking. When things go wrong, don’t expect them to put it right.
1 February 2026
Unprompted review
Reply from Spabreaks.com
Dear Leanne,
Thank you for taking the time to leave us a review. We genuinely value all feedback, as it helps us understand where we can improve the service we provide.
I’m really sorry to hear that you were unhappy with the support you received regarding your recent spa visit to Kenwood Hall and Spa. That’s certainly not the experience we want for our customers.
I’ve shared your comments with the Customer Relations Manager so she can fully review your complaint, and I’ve requested that she contacts you directly once her investigation is complete.
Please accept our sincere apologies for any disappointment or inconvenience this has caused.
Kind regards
The Spabreaks.com Feedback team
Jessica was very efficient and…
Jessica was very efficient and professional, able to secure booking in 24 hours.
26 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Jackie,
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 Jessica was professional and very efficient and assisted with your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Spa breaks were so helpful in finding…
Spa breaks were so helpful in finding an alternative spa experience for me that suited my requirements.
Would recommend!
25 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Laura,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that we were so helpful and were able to offer an alternative spa experience that matched your preferences.
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
Very friendly and helpful and committed…
Very friendly and helpful and committed to boost the quality of user experience
25 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Antonino,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm glad to hear that Ellesse provided such friendly 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
Excellent service.
Very easy to book through good prices. Very helpful advisers that made the whole process easy and stress free. Excellent customer service.
24 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Nicole,
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 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
The pool area was dirty and pool looked…
The pool area was dirty and pool looked unclean. Tiles need cleaning and missing tiles . Had a neck shoulder and back massage. But didn’t get a neck massage. Won’t be going back .
23 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Marian,
Thank you for leaving us a review. We genuinely value and respond to all customer feedback we receive.
I was sorry to hear that your visit to Bannatyne Health Club & Spa Peterborough was not as relaxing or enjoyable as we would have hoped, and it’s disappointing to learn that you encountered several issues during your day.
As a third‑party booking agent for all the spas and hotels featured on our website, we always welcome feedback relating to our service specifically, as well as feedback about the spa or hotel itself. For this reason, our review invitations are sent in two parts.
The first invitation asks customers to review areas directly linked to Spabreaks.com, such as the website experience, booking process, communication, or customer service. This is the review you have completed, although the content relates to your visit to the hotel.
As your spa day took place yesterday, you will receive a second invitation in the next 24-48 hours asking you to review your experience at the spa. This second review is designed so that we can forward your comments directly to the venue, helping them understand customer experiences and make improvements where needed.
I would be very grateful if you could complete that review when it arrives so that we can ensure the spa is made aware of your feedback.
Additionally, if you would like to make a formal complaint, I would be happy to use the content of your review to raise this on your behalf. Our Customer Relations Team would then investigate the matter fully.
Apologies for any disappointment or inconvenience caused.
Kind regards
The Spabreaks.com Feedback Team
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