Tried to book an extra treatment I have spend hours and days trying to call them, after a week of trying,decided to cancelled it due to poor customer service now its been a week that I'm waiting for my money back! What a nightmare

I have also just cancelled my membership. I cite all the reasons below with regard to staff shortages and communications. Despite the facilities and treatments being excellent, they are usually in short supply. I am uncomfortable with a so called high end company that feels the need to add a service charge to everything. They clearly do not pay their staff enough.

Just cancelled my membership for all the same reasons set out in the other bad reviews here. They clearly don’t care about losing members otherwise they would fix the problems they are fully aware of. Waiting 47 mins queuing on the phone, terrible online booking system that doesn’t work so you have no choice but to call instead, no easy way to contact them by email and long queues for towel and robe. They need more staff and to fix the online system. Looking for alternative now as I really want full spa membership.

Mixed reviews I'm afraid. The spa itself is lovely and well kept, however the telephone line, the reception and the overall admin, leaves much to be desired.
I have visited the spa several times and recently become a member. There is one phone number to call, regardless of being a paying member or not and you can be left waiting on average around 45mins. There is a members email and a generic email but neither get you a response within 48hrs.

On top of this, I'm in my 3rd month of membership and was contacted via email to be told my direct debit has been rejected by the bank as the direct debit mandate form I completed has not been processed and sent to the bank. I handed this completed form to the spa reception on my last visit and they processed the form right there in front of me, so god knows what has happened to that. Now they are asking me to complete another one and post it to them, plus I have to make a payment for the last 2-3 months worth of accumulated direct debits.

Not happy so far.

This is my favourite place to visit, it’s also my husbands favourite too! We love spending time here, it is always pristine and the staff are always very friendly. The food is great too, particularly the Cajun chicken pizza, it’s my favourite! If you are look for a spa day as a couple or a day with the girls, this is the place to go!

I was unable to change a booking date without paying a 10% charge (£30)
To then cancel the appointment cost the same fee.
The booking was 6 weeks away, and only made yesterday.
Customer service was unapologetic and rude.

Absolute joke to book, so I've spent my money elsewhere. This was for a wedding anniversary present to my wife and thankfully after reading the other reviews and being number 22 in the queue on the phone (waiting for over 40 minutes), I'm glad I did not waste my money on this place. This is one company that deserves to go out of business.

I have been coming to this spa for the past 10 years and have always enjoyed myself. But not anymore. I have given up trying to get their online booking system to work and from the reviews I have no intention of waiting on the phone for an hour. As other reviewers have said there are plenty of other spas around.

After spending an hour and 10 minutes on the phone waiting in a queue (started at 17th in the queue), we finally got through and spoke to someone. We wanted to book a ‘Time Out’ experience for tomorrow evening but they were fully booked. We asked about the next two weekends but they were also fully booked. Whilst we were on the phone we inquired about a membership. We had spoken to someone previously about a membership who said their computer systems were down so they couldn’t activate a membership for us but promised they would call back in a week. It has now been two weeks! Whilst we were on the phone today we asked about a membership again. The operator ensured us that we could do this online and complete the process and said goodbye. We have just been online, you cannot complete your membership online, you have to fill out your details and submit a form. Still no booking for the spa, STILL no membership. Absolutely shambolic organisation for such an established and expensive business. Very disappointed.

We used to come here for birthday treats and have always enjoyed it. It was one of the best spas around. However, this year I booked over the phone and they took payment by card. However, there has been no email confirmation since, and I've been on call waiting ever since, trying to find out if we are booked in as arranged, or whether they have a system / operator error.

Completely uncontactable.

Beautiful looking place but the food is very disappointing for the prices. I ordered the "crispy" halloumi which was anything but crispy and a very measly portion and then I had the Gurnard Nicoise which was almost ruined by the uncooked egg that was placed on top of the fish. When asked if I enjoyed my lunch, I said it was "ok" and again when I was asked how my day had been when leaving, I said it had been "ok"... no further enquiry from either member of staff.

The showers and toilets are really not in keeping with the luxury feel of the rest of the spa and really need revamping.

The most disappointing part of the day however, is that I was unable to book any treatments due to the constant queue on the booking line beforehand (I was always 10th in the queue no matter what time or day I called) and when I arrived yesterday and asked if they had any availability, I was told they couldn't look anything up or book anything as they were "switching systems". Not a great help for those of us who don't have hours to waste sitting on the telephone.

This was my first trip to the spa and I have to say, I won't be rushing back - there are plenty of other spas around that are not nearly as pricey and offer much better customer service.

Had a day pass and massage and meal
The massage was lovely
The food was great
Coffee and soft drinks were good
BUT WHAT WASN’T GOOD WAS………
The surcharge they put in place
For every drink, every cake, every time you use the restaurant or cafe
So our £8.50 for two pieces of cake came to £24.36!!!!!!!
Beyond cross as we paid £495 for our day trip!!!
Come on nirvana 😡😡😡😡😡😡

We've been numerous times before over the past 10 years or so and this year bought a 6-visit membership. However we have found that the spa is getting busier and busier and although they have expanded certain areas, the jacuzzi's were all full and when we did find one we could share with another couple, it was a lot cooler than it shouldve been. There was a huge queue for the dining room, so we opted for coffee and cake from the drink/snack bar. We then struggled to find somewhere to sit and have it and had to go upstairs with our coffee tray to find space. The ladies showers have also been shrunk considerably in order to fit more in so you can't even hang a towel without it getting wet.
Overall, quite disappointed with the whole experience, especially as we travel nearly an hour to get there. Its hardly likely we'll be using the rest of our membership now based on our experience today.

A friend of mine and I just went to Nirvana Spa for a massage and dinner. We were celebrating my 50th birthday. The experience was completely ruined. The food was appalling. We had to send it back. The drinks were late as they lost the receipt behind the counter. The service was unbelievable bad. The whole experience is over priced. Very disappointing experience

Terrible customer service and the spa treatments are NOT worth booking. 👎🏻👎🏻

I received a 95-minute Warming, Anti-stress, face and body ritual treatment and this treatment certainly did not meet the standard I would expect from Nirvana Spa, especially taking into account that this experience cost £134 plus the £65 ‘time out’ session fee to get into the spa. This was a birthday present completely ruined.

- uncomfortable the entire treatment - no adequate support for head and neck.

- pressure - I received such a light pressure and the massage techniques were rubbish that I didn’t feel I actually had a massage.

- hot stones were used with no pressure and poor technique.

This was supposed to a luxury treatment?!

To sum up my experience I did not find the treatment to be relaxing, I felt far more stressed when I left than when I went in, and I developed a headache afterwards due to the stress of feeling that I did not have a massage.

The treatment manager Nicola didn’t care that I had a terrible experience and refused to refund me. She spoke to the therapist I had and of course they denied all of my complaints. So basically I was told my complaint was my own personal expectations and that I would not receive a refund.

Fabulous customer service. 🙄

The visit was okay. Time to relax at the end of a busy work day, however I waited for a member of staff beyond my booked hydro bed time as they were late to attend to so time wasted stood at the door. Then even more frustrated at the "service" or lack thereof in the restaurant. After asking three members of staff if we could place our order we eventually managed to do so after a long delay. Having ordered salad bar we waited for plates to be given and then we then had such a long wait for any member of staff to offer the second plate that members of our party used their first smaller plate and by this point I had lost my appitite and mood. I therefore paid £19 plus for a small plate of salad. The dining experience took in excess of 90 minutes of our 3 hour spa time. Not ideal and will certainly not be returning. The restaurant was not excessively busy and we had to ask staff to tend to us. To add insult they the put on a service charge! All in all a 3 hour visit costing roughly £95 total, with a lot of time wasted and a small amount of relaxing. Not the ideal birthday treat that was intended.

The website tells you it’s an 8am opening.
Then the call system tells you 9am.
You wait on hold at 09:02 and then get cut off only to have to call back again.

Then you get through only to be told they can’t see any availability of treatments until 09:30.

Truly … what a terrible service and system.
I don’t have all day to mess around with this.

Go elsewhere!

I honestly don’t know why this beautiful spa has bad reviews. I’ve been to a fair few spas both here and abroad in my time and have to say I had a fantastic day at Nirvana yesterday.
The facilities, treatments, staff and food were all brilliant. The only one minor complaint was the hydrotherapy massage bed room was freezing cold so ruined the experience. But apart from that, everything was 5 star. Don’t be put off by bad reviews. Go and enjoy a day of pampering there!

Been a member for a while and the pools are just getting colder and colder. Reception is told and nothing is done even with the price increase it seems they don’t value actual members!

The space is lovely . However the food is bad tasteless over priced rubbish . I’ve Had better hospital food. It was like something you’re serve a child. Utter slop. I’ve been a member 20 years and I’m considering leaving. The staff apologised for two plates of food that came out. That I refused to eat or pay for. They are now charging an 8% service charge also. It was my birthday and to ge honest the food and the lack of just a sorry wasn’t enough. I won’t be eating a main meal there again. Shocking . Very unhappy customer . Bring your own sandwiches !