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.
Company replied
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Review summary
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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
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I went for a spa morning that cost £62…
I went for a spa morning that cost £62 through Spabreaks. My dad died at Christmas so I wanted a chill morning to myself. On my arrival at 9.30am the young girl in the spa was very anxious and wasn't very confident. She told me lunch would be 12.00 noon in the bar, also my facial would be at 11am, so she would come and find me at 10.30ish. I got changed and walked down to the pool area which the walk was very dated and shabby. I sat on the sofa next to the pool and read my book. After a while I thought why hasn't anyone one to get me. Obviously I didn't have my phone to check the time and the clock wasn't working. So I walked back to the changing rooms to my phone and it was 11.33am. I then tried to find a member of staff, after a few minutes, I found a man in the pool reception. I told him no one had come for me and we both tried to find the young girl but couldn't. He suggested I hot dressed go for lunch then come back for my treatment later. I refused due to that isn't what I paid for!. So I got dressed when down to reception in the hotel. Complained to him and he said im not surprised please email customer services and complaint because its not your fault. I then proceeded to lunch which was not good. It was soup and a sandwich included in the package. The soup was a tin of chopped tomatoes with onions in it l. My spoon stood up in it, the beef sandwich was plastic beef. I emailed customer services who replied saying they were away until 10th March but with reply on their return. Today is 15th March still no reply even though ive rang and asked for a reply. I booked it through spabreaks who have informed me that because I refused to go back after lunch on a full stomach I wasn't entitled to a refund. It was a very bad experience. I had heard bad reviews but I thought I would try for myself. PLEASE DONT WASTE YOU HARD EARNI G MONEY. I would still like a reply from customer services
3 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Justeen,
Thank you for taking the time to share your review. We truly value all customer feedback, and I’m very sorry to hear that your spa day at the Palace Hotel & Spa was not as relaxing or enjoyable as it should have been.
I’m genuinely disappointed to learn that there were issues on arrival and that parts of your experience did not meet expectations. As a third‑party booking agent working in partnership with over 550 UK spas and hotels, Spabreaks.com rely on our venue partners to deliver the standard of service our customers deserve.
While we are saddened to hear about the problems you encountered, we are unfortunately unable to take responsibility for the preparation of lunch or for the advice given by staff at the Palace Hotel regarding your 10:30 treatment time.
I understand how frustrating this must have been for you. My colleagues in our Customer Relations Team team have been supporting you with your initial complaint and have advised that the therapist did offer to reschedule your facial treatment for a later time, but that this option was declined. As a result, the venue has not authorised a refund on this occasion.
I’m also very sorry to hear that you have not received a response directly from the Palace Hotel & Spa. As they are a completely separate company, we cannot speak on their behalf, but I can confirm that Spabreaks.com has provided a full response to your complaint from our side.
Once again, I’m truly sorry that your experience fell short of what you had hoped for. If there is anything further you feel we can clarify or assist with, we're here to help.
Kind regards
The Spabreaks.com Feedback Team
Rachel Suffling has been amazing
Rachel Suffling has been amazing. She organised my last minute spa day for mothers day when the one i booked couldnt go through because of an error in availability. I had to do nothing apart from reply to a small number of emails. The price difference was sorted too at no cost to me. Ive not been on the spa day yet but thank you Rachel
12 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Emily,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Rachel was amazing and efficiently organised an alternative option for you to enjoy a Mother's Day treat when there was an issue with your original choice.
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
Drew was helpful and got our spa break…
Drew was helpful and got our spa break sorted with ease
13 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Thomas,
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 assisted you with arranging your spa booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Very helpful and friendly
I had difficulty booking using two vouchers and finding treatments times. Ellesse was super helpful. Very impressed with the service I received. Very excited to experience our Spa day!
13 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Gemma,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm pleased to hear that Ellesse provided such good customer service and assisted you with redeeming your gift vouchers and 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
Reply from Spabreaks.com
Hi Chris,
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 responsive, clear and helpful and assisted you with organising your booking.
We're always happy to help and look forward to assisting you to book your next spa experience.
Kind regards
Anthony - Quality Assurance
Spa Speciaists
I have used Spa breaks for a number of years due to the selection of venues on offer, this time i had an issue with my booking of choice, but with the help of the staff there, in particular Sophie who contacted me to discuss alternatives and provided ways to make a Mother’s day gift extra special with a outstanding Spa stay becoming affordable in my price bracket. Thanks again Sophie ⭐️
3 March 2026
Unprompted review
Reply from Spabreaks.com
Hi,
Thank you kindly for leaving us a review, we always appreciate reading customers feedback.
I'm glad to hear that Sophie provided such good customer service and assisted you arranging something special to celebrate Mother's Day.
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
Appalling customer service
Appalling customer service. Needed to amend the booking late due to an ill child (who wasn't travelling with us). We were prepared to be flexible and pay additional fees but instead told there was nothing that could be done and the full amount is lost. Hotel said spabreaks were responsible for allowing us to make changes also. Really disappointing experience.
12 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Alice,
Thank you so much for taking the time to leave us a review. We genuinely appreciate hearing from our customers, as your feedback helps us continue improving the experience we offer.
I’m very sorry to hear that your son has been unwell, and I truly hope he feels better very soon.
I’m also deeply sorry that you were left feeling disappointed with the customer service you received. We never want any of our guests to feel unsupported, and it’s upsetting to know that your experience fell short of the standard we aim to provide.
As a third‑party booking agent for over 550 UK spas and hotels, Spabreaks.com is required to follow the cancellation policies set by each of our venue partners. In this instance, Brandshatch Place Hotel operates a strict 7‑day cancellation policy. Because your request to amend or cancel the booking reached us the day before travel, we were unfortunately unable to make any changes on this occasion.
We always do our very best to help wherever possible, but we must adhere to the policies set by each venue.
I’m truly sorry that we couldn’t assist you further this time, especially given the circumstances, and I sincerely hope your son makes a swift recovery.
Kind regards,
The Spabreaks.com Feedback Team
Bianka was the most helpful
Bianka was the most helpful, kind and professional organisation member I have spoken to in a very long time .
She was courteous and went the extra mile, not because it is her job but she actually seemed to want to help. Sge is a credit to your organisation and a refreshing change to the experiences received from other companies . Well done Bianka
12 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Linda,
Thank you for leaving us a review. We love getting feedback from our customers.
I'm pleased to hear that Bianka was so helpful, kind and professional and assisted you with your query in such an attentive manner.
We look forward to assisting you with your next booking.
Kind regards
Anthony - Quality Assurance
Great Service
I dealt with Jessica H, and she was really pleasant from the get go. I had a lot of requirements as the booking was for my birthday therefore a large group. She was patient and assisted in getting a better deal with the hotel.
She was easy to reach through WhatsApp, and explained the details. I’ll definitely book again.
10 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Issiana,
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 patient and helpful and assisted you with completing your group booking.
We're always happy to help via WhatsApp, Live Web Chat or on the phone and hope you all enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Great help in booking a last minute…
Great help in booking a last minute bachelorette celebration. Provided all the answers to the many questions I had and was able to help find a great alternative option when my initial choice was unavailable.
10 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Angelica,
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.
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
Absolutely disgusted with this company!
Absolutely disgusted with this company!
I booked for myself, my mum and daughter to have a special day.
On booking no time slot was offered.
On checking confirmation email it stated 3 different evening times for each of us to have the spa treatment package! I called the company explaining no time was offered on booking and due to having evening commitments could not do the evening, bearing in mind we had booked a light lunch in aswell, you would presume it would be a day treatment! Unfortunately some people dont have all day and evening to spare.
They refused to give my money back
And offered a credit, like I want to use a company like this!!! BE WARNED ⚠️
10 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Alex,
Thank you for taking the time to leave a review. We really value all feedback from our customers.
I’m disappointed to hear that the scheduling of your spa treatments at Bannatyne Health Club & Spa Hastings did not meet your expectations.
As a third‑party booking agent working with over 550 UK spas and hotels, treatment scheduling is handled entirely by the venue. We do advise during the booking journey, before payment is made, that treatments can be allocated at any point during a guest’s stay.
We appreciate that many guests have preferred times or specific commitments. In those situations, our Spa Experts are available by phone, Live Web Chat or WhatsApp to check live treatment availability before a booking is confirmed.
Our Customer Service Team would be more than happy to contact the venue to see if alternative treatment times are available, or help you move your booking to another date that better suits your preferences.
Kind regards,
The Spabreaks.com Feedback Team
If you need help it’s worth calling
I had a couple issues with the website however after calling customer service and I had Larni on the phone, she really cared and was very understanding, sorted everything out for me I am very grateful.
Good customer service does really go a long way and she definitely did that.
10 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Aimee,
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 Lani was very helpful and understanding 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
If there was zero I would put that!
If there was zero I would put that!
Awful experience which has resulted in my booking being treated as a “no show” despite telling SpaBreaks twice that my party wouldn’t be attending. The reason for us not attending was misinformation given by the company in the first place.
And then the level of customer service from the team was appalling.
I was blamed for the whole process, not answered within a suitable timeframe and then told they will close the case and not communicate with me anymore regarding my issue.
Will never touch this company again
4 March 2026
Unprompted review
Reply from Spabreaks.com
Dear Alison,
Thank you for taking the time to leave us a review. We value all customer feedback and respond to both positive and negative feedback.
At Spabreaks.com, we are committed to delivering the highest standards of customer service, and I am genuinely sorry that we have fallen short of those standards for you.
Please accept our sincere apologies for any disappointment and inconvenience you have experienced. I understand how frustrating this situation must be. My colleagues in our Customer Relations Team have responded to your complaint directly.
Kind regards,
The Spabreaks.com Feedback Team
Excellent service
9 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Karolyn,
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 provided such excellent service and assisted with your booking.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
Easy to book online
Easy to book online, I’ve had a few issues with a couple of booking as the spas could not do pedicures, Bianka was ever so helpful in swapping dates around for me. Also I booked another spa further down the line and Natalie swapped it around so easily for me I couldn’t praise their team enough they are so helpful!
9 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Chloe,
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 both Bianka and Natalie were helpful and assisted you with your 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
Very disappointing experience
Very disappointing experience. We booked a trip to a hotel with a golf course as a birthday present. We called the hotel directly to arrange balloons and were told that our reservation had been cancelled and that Spabreaks had been informed two days earlier. We only found out three days before the actual trip, which was a 2.5-hour drive away.
Not sure what would have happened if we hadn’t called. Yes, we were provided with non-matching alternatives. However, when we received partial refund, it was also incorrectly counted, so I had to wait for the 2nd part of the refund to be returned, also after I raised questions and counted for them...
Very disappointing and irresponsible service, i would never use it again.
19 February 2026
Unprompted review
Reply from Spabreaks.com
Dear Chelsea,
Thank you for leaving us a review, we always appreciate receiving customer feedback.
We’ve requested further information from you via Trustpilot, as we’ve been unable to identify your booking from the details provided. Once we have this, we’ll be able to give you a more informed and personalised response.
Kind regards
The Spabreaks.com Feedback Team
Charlotte was really helpful
Charlotte was really helpful, polite and patient
6 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Mark,
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 really helpful, polite and patient and made the booking process simple.
We're always happy to help and hope you enjoy your spa experience.
Kind regards
Anthony - Quality Assurance
For my birthday
For my birthday, my close friends generously purchased a spa experience through you for £186 at the location they carefully chose. Unfortunately, a few months after the purchase, that location was scheduled to close for a year. We were not informed that the full one-year validity of the voucher would effectively not be available due to this closure.
After contacting your team, I was offered an alternative location described as providing a similar experience. I attended today at 11am.
I would like to acknowledge that the massage at Yantra, delivered by Maria, was excellent and truly professional. However, the overall experience did not reflect the value of what was originally paid.
After the treatment, I was directed to what was described as a two-hour relaxation area. In reality, this space was extremely small, smaller than a typical living room. The only jacuzzi was occupied by two guests speaking loudly and dominating the space, making it impossible to relax. As a result, I left feeling disappointed.
There were also several shortcomings:
- No alternative refreshments were offered in the morning apart from tea or tap water.
- The sauna facilities were very small.
- The bathroom amenities were inadequate, with no shower gel available on the first shower I went in and no hair diffuser.
- Personal belongings were left unattended in shared areas.
- The ceiling in the changing area was unusually low and impractical.
My friends paid £186 for the original experience they selected. I am now left with £11 remaining on a voucher that is about to expire, and given this experience, I do not feel comfortable using it again.
Considering the cost of the gift and the significant difference between what was expected and what was delivered, I would appreciate hearing your thoughts on how this reflects value for money and what resolution you would consider appropriate in these circumstances.
Thank you for your time. I look forward to your response.
5 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Ana,
Thank you for taking the time to leave us a review - we really do appreciate all feedback from our customers.
I’m very sorry to hear about your experience at the spa. Spabreaks.com partners with over 550 spas and hotels across the UK, and situations like this are uncommon.
Your complaint has been passed to our Customer Relations Team who will be in contact with you shortly.
Regards,
Nick Palmer
Chief Customer Officer
Customer service was great
Customer service was great, booked with Charlotte for a second time. She’s really understanding, polite and lovely to talk too.
Can’t wait to book again!
26 February 2026
Unprompted review
Reply from Spabreaks.com
Hi,
Thanks for taking the time to leave us a review. We love receiving feedback from our customers.
I'm pleased to hear that Charlotte was so understanding, polite and lovely to talk to whilst organising your spa visit.
Our Spa Experts are very knowledgeable and are always happy to help.
I hope you enjoy your spa experience and we look forward to assisting you with organising your next booking.
Kind regards
Nick – Chief Customer Officer
Couples spa day
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.
3 March 2026
Unprompted review
Reply from Spabreaks.com
Hi Kerry,
Thank you for your feedback - I really appreciate you taking the time to share it. I’m glad the WhatsApp service was helpful and that replies came through quickly.
I’m sorry to hear that the tone of the messages felt a little blunt. WhatsApp conversations can sometimes come across that way because replies are often short and focused on getting information to customers quickly, especially when the team is helping several people at once. That said, it’s important that our communication still feels warm and friendly, and we’ll make sure we pay closer attention to that going forward.
Your comments are genuinely helpful, and we’ll use them to improve how we communicate on WhatsApp.
Kind regards
Nick – Chief Customer Officer
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