I am disappointed with the extremely poor communication from the membership department. I have been trying to change my membership for around two months now, with no clear progress or resolution in sight. Despite this ongoing issue, direct debit payments are still being taken from my account without interruption.

This situation is frustrating and. I would expect timely updates and a clear timeline for resolving my request, but instead I have been left without proper communication or support. I would appreciate immediate attention to this matter, confirmation of the status of my membership change, and a resolution as soon as possible.

Pleasant, but dated spa and past it's best. Nirvana take payment for a service that is advertised until 2300 on Sunday, but rudely kick out customers at 2245, denying customers the service they paid for. Not a great way to end a visit. Staff and manager were extremely rude and not at all interested in providing the service advertised and paid for.

I asked them to update their advertising and stop miselling their service and misleading customers, but they refused.

Not a great way to end an otherwise relaxing visit.

Had gift vouchers for a special birthday so was tied to visiting the spa. Initially I found the website and various packages and times overwhelming. I bit the bullet in the end and dragged friends along for an all day package. Having visited a whole range of spas this one was exceptional. The staff were very pleasant, professional and helpful. The place clean and well maintained. The lunch and refreshments good quality and ample. The only things I would tweak are signposts for the day visitors, the hydro massage bed not as pleasant as others I've used and the showers could do with a slight upgrade. Looking forward to going again.

Here is a clear and firm review you can post:

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**Disappointing Customer Service at Nirvana Spa**

Unfortunately, my experience with customer service was very disappointing.

Due to a road closure near the spa (Mill Lane), it took me an extra hour to arrive. There was no information on the website about the road being closed, and I did not receive any email or message informing customers in advance. Because of this, I arrived one hour late — and I was not the only guest affected.

Although I explained the situation, the staff showed no flexibility and did not offer any understanding. I was also told there would be no discount or goodwill gesture for a future booking, despite the circumstances being outside of my control.

The spa experience itself was okay, but the long and stressful journey, combined with the lack of customer care, really affected the overall experience.

I expected more understanding and better communication from a spa of this standard.

Staff not rude but unfriendly at reception , checking in and out . Very average customer service at the restaurant although lady at the till very nice . Soup just tasted of pepper , feed back given but nothing done . Bread slice very tiny with soup . Cakes used to be great but no way near as nice , maybe new supplier ? . Menu would maybe benefit from all day breakfast and it’s very overpriced for what it is as in quality and quantity . Staff in the salt water pool really nice , personality shone through . I get the impression most staff working there not happy and just do not care . This is an expensive place to visit and I do have other places to compare with that although facilities may not be as good the staff seem far more happier . I have been here several times over the past years and it’s just not the same experience anymore

My friend and I treated ourselves at Christmas to a spa day each. On our arrival we found that the traffic is managed differently and in better way which made the experience easier.
We were met by a lovely member of staff who gave us our robes and towels and reminded us of locations for treatment, meals etc.
We had an hour or so by the circular pool decompressing from the stresses of the week, we enjoyed a swim followed by lunch which could not be faulted. Thank you Ellie, for your service.
An hour later we had our treatments personally I had Gabriella she was polite, made sure I was comfortable and overall it was a fabulous experience.
During the course of the day we used a couple of pools and the salt experience, we left at 6:30 having had a full day -relaxing. The staff team were to polite and considerate thank you . Ruth.

Everyone raves about this spa - and don't get me wrong - it's nice enough. But the food choices are limited, cakes WAY overpriced to the point of extortion and I feel the market is crying out for a competitor. Membership prices seem extreme. I wish they listened to feedback and also didn't add service charges on to the bill when everything is costly enough as is. Could do better

Had a lovely time at Nirvana - special treat for my daughter’s 17th birthday - she had a lovely massage and we had a lovely time but sadly she lost her necklace her nan had given her. She was distraught and the birthday was ruined, I drove her home in floods of tears. So a big shout out and Thank you to Ella on Reception who went above and beyond to find the missing necklace which had fallen out of the locker into the laundry bin and been taken for washing. Thank you Ella you saved the day 🙏

I left Nirvana Spa feeling disappointed, particularly given the cost of the spa experience, which is £130 per person weekend evening .

While the facilities themselves are pleasant, the overall service and dining experience do not justify the premium price. The drinks included with the package are very limited, which already feels restrictive for an experience marketed as high-end. The restaurant food was extremely salty and oddly put together, making it far from enjoyable.

The most frustrating issue arose at checkout, where I was asked to pay extra for three portions of protein, despite protein being presented as part of the spa experience dinner menu. It was only at this point that it was clarified the restaurant menu is entirely vegetarian, and any protein option is charged separately.

This approach is both unusual and unreasonable for a spa at this price point. Expecting guests to pay extra for protein — something most would consider a basic part of a balanced meal — feels misleading and poor value for money, especially given how much the package already costs.

You feel so relaxed and joyful from the minute you enter the spa. Staff are so helpful. There's so much to explore in the spa. Love the different pools, steam and vitamin D lighting area. Changing areas are great and they all have great hair dryers and straighteners. This is the best spa in the country.

I have been a loyal and regular member of the spa for many years (at least 15) and this one-star review is purely as a result of my poor treatment when pregnant. I asked if I could pause my membership during pregnancy (on the advice of doctors) and while the baby was very young, noting that I would want to recommence it one year later. I was originally told that this would be no problem at all and no mention was made of any charge - it was suggested I renew my membership to extend it a year and then immediately suspend it, which I promptly did over email as requested. However, the team at Nirvana subsequently came back (after the suspension had been actioned) with different information and refused to allow me to do this without charging me a substantial sum. I was also told if I instead chose to cancel and renew later (rather than suspend) that the membership I was on would no longer be available to me and so I either had to agree to pay this sum (which I considered to be unfair in the circumstances) or lose my membership. I was given no other choice and the email responses when I expressed my disappointment sounded insincere and lacking in any real empathy. I am extremely disappointed in the approach taken and do not recommend taking out membership at Nirvana if you expect / intend to get pregnant in the near future.

I’ve been a member for a couple of years and love the spa experience - my review would be 5* based just on that.

The lift abd firm facial from Dawn was amazing

The negative for me is the dreadful email exchange I had prior to the visit where we was forced to set up a direct debit. This is despite the fact that I don’t operate a credit facility and never will as I always pay in full on exit. I explained this and was basically told to suck it up and just do as they said regardless of how I felt as it’s in their t&cs! Now this is unacceptable to me and many who only pay on exit - either they trust their billing system to charge on exit or they don’t. Their t&cs also state that alternative payment can be agreed so why force a dd on someone and why be so rude about it. Totally unnecessary and will now result in no membership next year for me as I won’t have a dd.

Evening guest signed in via a member. Paid £110 for 4 hours access with buffet, drinks, robe and towel hire. Paid £2 to hire a robe which was washed out with holes in from multiple uses from other guests. Sat by a pool, used x2 saunas and an outdoor jacuzzi and a hot bed which was ok. Buffet cold and tasteless. The hot option is rather odd with small portions given to you. Staff customer service lacking. Have very little interest in returning. Whilst some areas are photogenic the overall ambience, customer service and attention to detail let it down.

Have been a long time evening member but lately there are a few bugs I’d like to bear. Take this as constructive criticism please.

1) it’s time for a salad bar revamp! I’ve mentioned it enough times now!! Add boiled eggs, bread, some Mediterranean Mezze etc. Remove the guacamole. It’s not good.
2) The Indian salad bar server is the meanest person ever seen giving you tiny portions every time and has no customer service skills at all - never seen a smile from him. Have had to argue each time with him for more. Next time I’ll asked to be served by someone else.
3) sort out the showers in the women’s changing rooms as they are tiny and claustrophobic
4) letting people into the pools fully clothed is not hygienic. Don’t like that!
5) During peak times people hog sun loungers the whole day in summer mainly. Make it clear that their stuff will be removed from the seats if not attended to for an hour. You say you do but you don’t remove it.
6) sort out the technology at the front desks. We’ve often had to wait ages to pay due to tech issues
7) for goodness sake remove the service charges! I refuse to pay them
8) improve the massages. I’ve only had a few I enjoyed. Some feel too short and unbalanced (right side massaged differently to the left and visa-versa).
The facilities are good on the whole

Had a very special day at Nirvana Spa, the staff were warm, welcoming and helpful. The facilities are fantastic, so much choice in terms of pools, one of the largest spas around. We did the floatation experience and afterwards were treated to lots of products to sample. We ate in the restaurant and I highly recommend the salad bar option, there were so many delicious offerings. I highly recommend Nirvana, it’s a fantastic place.

I visited Nirvana Spa with my mother on 02/04/2025 to celebrate her birthday, hoping for a peaceful and joyful day. Instead, we were met with coldness, condescension, and subtle yet undeniable racial bias that completely ruined our experience.

From the moment we arrived, we were frowned at, brushed aside, and treated as though we didn’t belong there. Staff looked us up and down and spoke to us dismissively. Our robes were stained and ripped—an immediate red flag for a spa of this reputation.

The most upsetting moment came when my mother, dressed beautifully to mark her birthday, stepped out of the changing room to take a few photos. A staff member laughed at her, looked her up and down, and said, “We only wear robes in the dining area.” She was then told to go stand in the corridor if she wanted pictures. No kindness, no courtesy—just rudeness and judgment. This interaction left my mother feeling small and completely unwelcome.

Despite being first-time visitors, the promised tour of the spa never happened. We were left to figure things out ourselves. The dining experience was also unacceptable—cold, tasteless food, complaints ignored, and we were still charged for dishes we didn’t eat. To make it worse, towels were taken from us by staff upstairs without asking, and we were left soaking wet with no replacements.

I sent a detailed complaint to Nirvana Spa, clearly expressing how upsetting and discriminatory the experience was. Their response? Dismissive and lacking any sense of accountability. No apology, no acknowledgment of how we were treated, and no sign that they cared.

What we experienced was more than just bad service—it was a complete failure in basic respect, professionalism, and inclusion. If you care about being treated with dignity, especially as a person of color, I urge you to think twice before booking here.

Nirvana Spa, do better. Your silence and inaction speak volumes.

I've been a member at the spa for almost 15 years and have rarely struggled to book a couple of guests in for the day until now.
This weekend I had two very disappointed visitors after I failed to book them in a few weeks in advance despite being added to multiple waiting lists.
I was told that as a full member, you need to book around a month in advance ever since Covid. Such a shame.

Not what is was. Most of the staff are lovely, but this place is no where near as nice as it was. My wife came home from a visit and said she will not return. Staff mentioned being bullied and intermediated by management and this seems an ongoing situation. If you are aiming high, you need the support of staff that want to work there!

I didn't love the vibe of this place. Too big and busy and so expensive for what you get. I've experienced much better spas in the UK. Lacked customer service. Really disappointed they weren't able/willing to locate the swimsuit I had left in the changing room 30 minutes prior to my phone call despite being able to tell them exactly which shower cubicle I had left it in. Instead I was told to complete an online form which proved to be a waste of time.

We are a local couple who both have a annual 3 day membership so as you can imagine each visit is planned and looked forward too.
When we arrived there was no menstion at check in that all the outside facilities were closed, closed for the forseeable future. We particularily enjoy the outdoor jaczzis. We were not alone in our disappointment.
We all commented this was a cost cutting exercise as heating the tubs would be expensive to heat in the cold. When you are paying £100 each for the visit , excluding food, it should not be the case. The biggest gripe is thatt here was no menstion of this closure in advance , nothing on the website nor information at menbers check in.
A written complaint was rudely brushed aside by the so called "feedback" team. Whats the use of feedback if you do nothing with it. APPALLING CUSTOMER SERVICE.
PS... as you can see from their reply below once AGAIN failing to address the issue. My COMPLAINT was that we were not advised in advance or even at check in to allow us to rebook. At mid day when the sun was shining they still failed to open the outdoor hot tubs. A -3 temperature was only recorded at 0600 in the morning when the spa first opens. Very POOR