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.
Claim your business profile now and gain access to all features and respond to customer reviews.
Founded in December '96 by Duncan Bannatyne, The Bannatyne Group operates Health Clubs, Spas and Hotels throughout the UK.
