AIBU to say this is not a spa and I want a partial refund?

[cakeinthecakehole]

Recently booked a spa day at a local hotel and spa. Paid £250 which included spa access 9-5, three treatments, lunch and afternoon tea.

Arrived, had my first treatment immediately and was then shown to the “spa”. Which was a few lie flat beds and chairs next to a swimming pool, and a tiny sauna. The swimming pool was open to hotel guests and gym members. It was noisy, packed, there weren’t enough beds and people everywhere, many on their phones.

I have been to many spas before and was expecting a quiet, restful environment. At the very least a separate quiet room or space to escape to. It felt like being at a holiday park! Within 15 minutes I realised this wasnt going to be the relaxing day I desperately needed so I went and spoke to the front desk, politely explained it wasnt what I was expecting and said I’d like to leave and receive a partial refund. They apologised, gave me their email address to put my request in writing so they could resolve for me.

Now they’ve replied to me by email to say no refund possible but would like to invite me back to finish my day in January! There’s no way I would ever want to go back there.

AIBU to push for a partial refund on this one? I’m cross that my relaxing self care day has now turned into another battle on my endless to-do list!

I think there are a lot of places like this. So I don't think you will get very far.

That’s what lots of spa days are like in hotels, unless you’re in the very top luxury bracket.

Spa is a very loose term, you really need to research it properly before you go

If you had paid a lot more you might have a case but that sound like a good deal for £250

Agree with others that this is a quite a common set-up. I think you were unreasonable to go without having your treatments and I think the hotel could quite legitimately refused to refund a portion for treatments and food which is going to make up the majority of that £250.

You always need to check hotel pool times for children’s access if you’re doing a hotel style spa. To get what you wanted you really need a standalone spa.

All depends on whether it was false advertising? I do lots of research, look at reviews etc before booking.

Maybe go back on a schoolday in January, do then hopefully there wouldn't be any children and probably generally quieter.

I think the fact that the “spa part” wasn’t that luxurious is covered by the fact that £250 for three treatments, lunch and afternoon tea is a pretty good price in itself. Then you can also go for a swim or use the gym within that price. I don’t think it’s unreasonable!

You should have called them in advance and checked the facilities were suitable and to your expectation before parting with £250. Presumably the treatments were in a private room not by the side of a public swimming pool?

Theyve met their obligation by saying you can go back again at a quieter time in January. If you already had the treatments you are unlikely to get those repeated. The therapists are often self-employed so they would be giving you additional therapies for free?

I would push harder, depending on how it is advertised. I also went to a spa like you described, was really annoyed that they didn’t have enough loungers. I didn’t complain because I didn’t pay much and I could see from the photos it might be a bit cosy.

You should at least get a full refund for the treatments and afternoon tea you didn’t get.

I’ve worked in hotel spas. I always advise people to research before spending the money. Most hotels are set up like this. I will always politely explain that we can’t be held to account for an ‘expectation’ when situations like this come up.

Sounds pretty standard to me, the last few hotel spa days I have been on were similar, one had a children's hour which was the same time we turned up 😱
If its part of a general hotel it seems to be the set up now, unless you go to an exclusive spa.

Our gym and spa is mobbed in January when everyone is on a health kick and bored.

It happened to us once, we were sold a private, adult only swimming pool and spa with comfortable seating and a waiter per “cabin”.
I booked a cabin for my husbands birthday weekend, and we checked in on Friday night. Saturday morning we are awoken by loud screaming and music coming from the pool area.
Yep, local children (anyone who had an address within 10 miles) could use the facilities for a minimal price on the weekends. None of it was advertised and therefore I went ballistic at the front desk.
we got a total refund for the whole weekend.

I agree with most other posters; you should have done more research. If booking on a spa-booking website, check photos/reviews facilities/services are offered and then check on the hotel's own website too; reviews, photos and facilities. If ever unsure give them a call to double check.

I would take the January day, it should be pretty quiet at that time of year, particularly mid-week day.

I voted YABU asking for a partial refund.

i’d want a full refund 😡

Yabu. Hotel spas are like you described. You lucky they offering you a free return as you left meaning the people who were going to do your treatment were left out of pocket. I bet they not happy about that especially this close to Christmas. You should have done your research on the type of spa you wanted.

Look carefully at their website and see if any of the pictures or text are misleading. If they're not, you only have the definition of the word spa to work with. As you can see from this thread, plenty of people understand that it can mean the kind of set up that this hotel provided.
If you can't find evidence of misrepresentation, chalk it up to experience and let it go. £250 is a chunk of money but is it worth the stress of following it up in this case?

As others have said, unless the website listed facilities that didn't exist, then you can't really expect a refund based on it being busy and noisy.

Lots of "spa days" are like this, unfortunately.

“250 for all day access, 3 treatments and 2 meals is very cheap IME. Any decent spa around me would only include access + 1 treatment for this price, and maybe 1 meal in some cases or unlimited soft/hot drinks.”

This.

you would have been better to have had your treatments, as you would have at least got your money’s worth. You can’t really expect your money back on the treatments and meals when you chose to walk out.

Hotel + only £250 for 3 treatments and two meals should have set alarm bells ringing really.

I’ve just bought a spa day at a purpose built spa near me - 1 treatment, 1 day access and lunch for £350 and that was a Black Friday deal (either 20 or 30% off). It has the kind of set-up you were expecting though, which is v costly to run.

I would do this too as it is very unlikely you will receive a refund. I’d make the best of it as fighting it is likely to be very stressful.

I would also leave a candid review if possible so other people are fully aware of what they’re letting themselves in for. To be fair to you it does sound pretty awful and not restful at all.

I’ve been to enough spas to know you need to research the spa before you go, as they all vary in what they offer.

They didn’t say they had something they didn’t, you just assumed what they would have. Can’t see how you’re entitled to a refund.

Stayed at a 5* hotel with spa a couple of months ago, even they accepted day spa guests on top of all the hotel guests. It seemed people had probably complained to them as they had a whole piece recommending that if you were staying there that you went to the spa early in the morning or late in the day. In the reviews some people that had stayed said they had even been turned away at times because it was too busy.

Mind you dedicated spas that are really popular can be rammed too, we went to Bath spa first thing as there were so many reviews complaining about it and saying they weren't able to enjoy it at all.

I agree with going back after Christmas and trying to make the best of it, if you went on a Saturday before then maybe go on a different day - find out if Sundays are quieter perhaps if you can't go in the week.

Agree with others, it's rubbish but you need to check these things first!

This Is why I don’t get spa hotels! Unless you go to a really fancy one you’re paying a shit tonne of money to stay in a random hotel and go swimming 🤣