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!

But it was a spa, if there were three treatments! Spa isn’t just about the water parts and there’s no particular reason why they should be excluding hotel residents. It may not have been what you expected but that isn’t their fault.

As someone who would run a mile from any spa day, I’d certainly have assumed that there’d be a quiet, restful space! Isn’t quiet relaxation supposed to be at least half of the exercise, besides the ‘pampering’ element?

Agree, and that sentence sounds like it will go on to give some information eg “please ask reception for a sports towel and locker key”

To me, the word “spa” means the area of the hotel building where treatments happen. So there will be a reception, a place to change and rooms for massage and what not. But not necessarily anything else, though quite often there will be a lounging area, with or without pool, jacuzzi etc.

Without seeing the actual advert, its hard to say, but its not what I would hope for, from a "spa". My now ex H made that mistake once. I specified which spa I wanted to go to, but he decided that he knew better, and booked a day at a packed (freezing cold) lido, which had a tiny jacuzzi and sauna, neither of which accommodated more than 4 people at a time 😂

Sorry you didn’t find it relaxing. I don’t think the last part implies there is more on offer though. Sometimes people book spa days and don’t use the pool. DH never uses the pool and there have been occasions where I haven’t either. We’ve just got the treatments and the meal then left as the price makes it a really good deal compared to paying separately.

In my experience, a hotel with a spa is always going to be like a nicer version of a leisure centre with people using it as incidental to their hotel stay. If you want a proper day of peace and relaxation you need to go to a well reseached dedicated spa. It doesn't sound like you were missold but I understand why you are disappointed. You were expecting a spa attached to a hotel and what you got was access to the spa facilities at the hotel.
My rule of thumb is if they have any children's swimming times I avoid that place for a spa day. I'm not against children being allowed in hotel pools at all but is seems to be a good indicator of what type of experience you'll have in the range of hotel with spa facilities to proper spa.

£250 for three treatments, lunch AND afternoon tea sounds like an absolute bargain!

Agreeing with others - a hotel “spa” is basically just a small, cold, grubby, busy leisure centre with treatments. Often with children in the pool as well. I’d steer well clear and only go to specialist spas. So unfortunately I think YABU in your expectations here.

“a place to relax and unwind” (it’s not)
YOU didn’t find it relaxing because it didn’t meet your expectations, but that is due to you not checking which facilities they have, because being in a pool IS relaxing, even when all loungers are occupied. It sounds like you were expecting extra rooms /different types of pools, but you should have checked which types of rooms /pools they had.

“To ensure that our guests are able to relax and enjoy the tranquil and peaceful surroundings, please refrain from using your mobile phone.” (Not tranquil or peaceful, and most people were using phones)
there is a difference between people reading /scrolling on their phone and people playing music /watching videos without headphones / having telephone conversations. Which was it? If the latter, did you go to reception to ask them to remind people to refrain from that type of phone use?

”If you are using the gym or pool as part of your time in the spa” (implies there is something to use other than just the pool!!)
No it doesn’t. And there were other things- treatments. If you wanted more or a very specific thing you should have checked whether they had this.

£250 is very good deal for 3 treatments and lunch and afternoon tea so I’m not really surprised the spa was just a pool, sauna and beds - that’s a fairly common hotel setup!

I’d expect to pay around at least £400 for a full day including lunch, tea and 3 x 30 min treatments in the kind of tranquil spa with more facilities you describe.

I think I would complain again - quoting their advertising and explaining your experience. If no luck I would write to one of those customer support columns in Guardian etc. They might help you.
In general I find spas in the Uk 1. over priced, 2 dirty or very tired and needing refurbishment and noisy. It’s always disappointing

Agree, just looked at Rudding Park in Harrogate and that's £215 on a weekday for one treatment and lunch. That is a proper spa though. £185 at Crowwood in Burnley, lunch but no treatments. Both those are oop North so imagine would be more down south.

"buyer beware".
They were very vague but didn't specifically state amenities they didn't have or that were out of service when you arrived.
You had expectations based on previous experiences at better places, and based on price.

A complete rip off.
Did you take any pictures of the noisy chaos of the place?
Leave a stinking review.

There was an aqua aerobics class last time I was at Champneys! I was not amused.

It’s not the hogs back hotel is it ?

What price do you think would be reasonable for three treatments, lunch, afternoon tea, use of gym, pool and sauna?

I don’t think you have a case if they were clear about their facilities.

I paid £130 for a spa day with lunch (no afternoon tea) and no treatments. It was a proper spa and treatments started at £80 so we didn’t bother. I would expect to pay over £150 alone for 3 treatments in a spa.

£250 for three treatments, lunch and afternoon tea?
It does depend on how it was advertised but I’d say all of the above for that price was probably the main crux of the deal, as someone else said those treatments can be £60-£80 each and lunch and afternoon tea isn’t cheap either

This

I would definitely push for a refund! Its one of my bugbears when hotels who literally have a swimming pool and advertise themselves as a “spa”

£250 for lunch, afternoon tea and THREE treatments! Where is this please?!

Our local hotel and spa does allow the guests to use the pool, steam room and sauna. Children are allowed in twice a day for an hour at a time. It's a beautiful place, very clean. Whereas the one that bans children as guests is very rundown.

Ear plugs next time or dodge the pool.

I took DH to a spa in central london (attached to a hotel) for his bday last year. My friend had recommended it so I thought - why not. Can't remember how much it cost but it comprised one treatment, use of pool/jacuzzi/sauna and relaxation room (they actually had one).
I wasn't sure what my friend was raving about as the jacuzzi wasn't particularly warm and there wasn't really anywhere to sit round the pool except if you wanted to lie down on stones (not really at 50-odd!).
The treatment was quite nice, but DH went for a massage and he wasn't that keen on it (I never book massages).
So, my advice is check before you book - look at reviews online/trip advisor etc.
Although £250 for 3 treatments, tea and use of facilities isn't bad imho.

Why?

The OP has been ripped off - they mis advertised.

Trading standards??