Review Time
I requested that my membership be put on hold, they put my membership on hold, then they took it off hold without my permission and charged me a full months membership. I’ve cancelled my membership and they are threatening debt collectors for my last months membership at the full rate, completely ignoring that my membership was on hold. They ignored my instructions, and have lost a customer because of it. Their responses to emails ignore the situation at hand, and they admit no fault. I’ve asked to make a formal complaint.
UNPROFESSIONAL AND UNSANITARY EXPERIENCE - A WARNING TO OTHERS My relative and I booked a joint cupping massage, and the entire experience was unacceptable from beginning to end. I want to raise awareness for those expecting clear communication, professionalism, quality treatments, and hygiene standards. I filled out the necessary online consultation form days prior, stating specific needs, including requests for reasonable adjustments. However, it was clear that the form had not been adequately reviewed. No adjustments were made, essential supports were missing, and I had to reiterate the same information to the therapist multiple times before and during the treatment. Midway through, I was asked to assume positions that contradicted what I had disclosed on the form, confirming that it had been overlooked. My relative booked via phone and thoroughly explained her situation to both the reception and the therapist. At no point was she informed that a doctor’s note was needed or that a medical form should be completed beforehand. Instead, she received the form at the last moment upon arrival. There was confusion and inconsistent information at reception regarding the forms, and although an apology was eventually offered, the lack of clarity was evident. My relative’s form was taken away and we were told it had been reviewed before being sent to the relaxation room. Any issues should have been addressed then, but nothing was mentioned until we were in the treatment room and she was already undressed, which was entirely inappropriate. Only after this did the therapist inform my relative that she could not proceed with her booked treatment, stating a doctor’s note was required. This had never been mentioned during the booking call and should have been communicated much earlier. She was then offered a facial instead, which she felt pressured to accept due to the circumstances, even though it was not what she had originally booked. The treatments were of extremely poor quality. The cups used were plastic—completely different from the traditional glass cups that enhance blood flow and circulation. The plastic cups had minimal suction, frequently popped off with loud sounds, and provided no therapeutic benefit. The massage pressure was nearly nonexistent, and I was never consulted about pressure or temperature. My relative’s treatment was also poorly executed, with oil dripping down her neck during what was meant to be a facial, which was uncomfortable and unprofessional. Hygiene was a significant concern. The towels were damp, musty, and had an unpleasant odor—they did not feel clean. The oils smelled old, unless that odor was coming from the towels. I have experienced massages worldwide in over 60 countries, and this was by far the worst in terms of hygiene, treatment, and overall service. When we raised our concerns, a goodwill gesture was declined, and we were required to pay in full for services that were not worth the cost. An apology alone is insufficient when systems are clearly failing. This location needs significant oversight and accountability. I strongly recommend others to steer clear of this branch. ---------
*** UPDATE 14th Jan 2026: Management responded privately but did not take responsibility, altered key elements of the timeline, and failed to address core issues. They did not acknowledge that my relative was informed she could not have her treatment after being taken into the treatment room and undressed, rather than in the waiting area when the forms had already been reviewed. My complaint remains unresolved. Instead of addressing these failures, the management stated they would “consider taking action” in response to this review. This review is not about being "negative", but about transparency, honesty, and accountability. It reflects our genuine experience, and I am entitled to keep it public.
This is a service that seems to focus on cutting costs. I signed up for three months and didn't use it after I thought my membership had concluded. To my surprise, they require notice even with a signed three-month agreement, and I was charged for an additional month. The support team showed no empathy or willingness to accommodate my situation.
I really dislike leaving less-than-positive feedback, especially since I enjoy my visits, but I feel it's important to point out some issues. The condition of the pool area is concerning; the water temperature is often quite cold, there are missing tiles, and I’ve noticed chewing gum stuck to one tile for weeks (I keep meaning to inform the staff). There are gaps between tiles where grout is missing, and I've seen signs of mould and staining on the ceiling tiles in both the poolside shower area and the ladies' showers. It's disappointing, as I remember when everything was in pristine condition. On a positive note, I do see staff cleaning the showers and regularly checking the water, so I appreciate their efforts. I love swimming and have recently tried the steam room as well. The facilities, like the hairdryers, are nice, though they meet the expectations for a spa. Lastly, I'm concerned that the café is now cashless; the amount displayed on the new payment machine is too small to read, so I have to ask staff or check my bank to know what I'm being charged. I'm also curious why some staff make excellent cappuccinos while others do not.
I am updating my original review after receiving a response from Bannatyne Head Office, and unfortunately the situation has only become more frustrating.
My daughter and I were gifted a spa day (not a “20-minute treatment and cream tea” package as Head Office wrongly assumed). We both received the same gift, and my daughter simply made the booking because she had the time to. I requested that both of us be copied into all complaint correspondence, as we both received the gift and attended the visit. Despite this, Bannatyne have refused to include me and have continued emailing my daughter instead who is a busy single mum and not the appropriate point of contact.
This was specifically requested and ignored.
Head Office Response – Completely Unrelated to My Complaint
I received a response from Kay in Customer Support, which unfortunately did not accurately address my concerns. In fact, much of the reply had nothing to do with the issues I raised.
Here is part of what was sent to me:
“All of our locations are advertised as Health Clubs and Spas and not primarily spas… This means that members, children and other customers will be using the facilities…”
“The treatment duration includes consultation and undressing time… This was stated as 20 Minute Spa Day with Cream Tea for 1.”
“The free gift applies exclusively to Elemis products…”
“Some staff are still undergoing training due to new products.”
None of these points relate to the complaint I submitted.
Why Their Response Was Incorrect
To be very clear:
1. I never complained about children, families, or the spa being a shared facility.
I fully understood this before attending. This was never mentioned in my complaint at all.
2. I did not have a “20-minute spa day with cream tea” and this was not the product I received.
Both my daughter and I received a spa day gift. No cream tea, no 20-minute basic treatment package. Their assumption was completely incorrect.
3. I did not misunderstand the Elemis promotion.
The products I wanted to purchase were Elemis, but staff had no idea about pricing, promotions, confused about the free gift or how to use the till. The issue was staff avoiding us, walking away, ignoring us, and not being trained.
4. My primary complaints—being ignored on arrival, poor customer service, disorganisation, uncleanliness, visible mould around the jacuzzi, missing £20 bag refund, and staff avoiding eye contact were completely unaddressed.
Kay’s reply ignored almost everything I raised and instead responded to concerns I never had.
Contacting the Wrong Person
Despite me asking clearly for both myself and my daughter to be copied into communications, Bannatyne have refused to do so and continue contacting my daughter instead.
This is unprofessional and creates unnecessary stress for her when I am the one pursuing the complaint.
Still No Resolution
Therefore, at this stage:
My central concerns remain unaddressed
The incorrect assumptions made in the response show my complaint was not properly read
I did not purchase all Elemis after they could not work out if there was a promotional gift despite being willing to spend over £100 but not wanting to sell anything.
Poor customer service has now extended beyond the spa visit to the complaints process itself
Final Thoughts
Between the poor experience on the day, the untrained and disengaged staff, the dirty areas, and now a dismissive and inaccurate response from Head Office, I cannot recommend Bannatyne. Our spa day was a gift that should have been a relaxing mother–daughter treat, and instead it has been stressful from start to finish.
If Bannatyne wishes to reply again, I would appreciate a response that actually reflects the concerns I have raised.
I shall be taking this further.
I became disabled because of a leg injury. I requested to cancel my membership, but instead, they placed a 6-month freeze on it. Recently, I received a call asking for payment for this month even though I can't use their facilities, which they can clearly verify. They still wanted the payment regardless. 👎🏻
This is a fitness club, not a gym, which is important to note. I rejoined due to a lack of alternatives, but I previously left because of a negative attitude towards everything, and equipment often remains broken for weeks. That hasn't changed. My wife mentioned that a piece of equipment has been broken for a month. When I joined, the spa pool was broken, and while it was eventually fixed, it remains cold. I asked about using liquid chalk, which doesn't create much mess, but the manager dismissed me with a 'NO.' I have used it in actual gyms and always cleaned up after myself. The place is maintaining, not improving. On a positive note, they finally refurbished the showers, but that's about it.
I became disabled due to a leg injury and requested to cancel my membership. Instead, they imposed a 6-month freeze on it. Recently, I received a call asking for payment for this month, even though I cannot use their facilities, which they can clearly verify. They still insisted on collecting the payment. 👎🏻
I was a member of a gym from 2020 to 2023 and returned in 2025. It stands out as one of the best gyms in England, featuring outstanding equipment and facilities. It's usually not overcrowded, and the staff consistently offered exceptional service and were always willing to assist.
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Founded in December '96 by Duncan Bannatyne, The Bannatyne Group operates Health Clubs, Spas and Hotels throughout the UK.
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