Nirvana Spa Reviews

Disgusting customer service and the overpriced spa treatments are NOT worth booking.

I received a 95-minute Warming, Anti-stress, face and body ritual treatment and this treatment DID NOT met 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. I had to ask for towels and when I had to turn over on my back you would think the therapist would ensure I had the correct support but nothing was offered and I started to develop neck pain.

- pressure - I received such a light pressure and the massage techniques were pretty poor that I didn’t feel I actually had a massage. At NO point did the therapist ask if the pressure was ok!?!!?

- hot stones were a joke. No pressure or beneficial technique used on the back.

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.

Well…. don’t hold your breath as the level of customer service was beyond a joke. The treatment manager Nicola didn’t care that I had a terrible experience and refused to refund me. She said 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 indirectly I was a lier. Im afraid being comfortable, having the right support & meeting the clients pressure needs are what makes

If the treatment had of been amazing then why on earth would I waste my time and energy to complain?

I know what a great massage feels like and the one I received was a joke!!!

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 !

I was about to join but when I see how they treated a delivery driver I walked out. My partner works for a delivery company and they are targeted on how many drops they complete and are paid per drop. The receptionist on today was extremely rude to the poor man and told him he had to wait in the queue and asked him if he is an idiot. That is no way to speak to anyone. Furthermore it is a ridiculous expectation when he is just needing to get a signature for a parcel and leave to continue with his day. I walked out the minute I heard her speak like that. You should be ashamed that your people treat people that way!

Myself, my sister and my mum decided to treat ourselves to a spa day at Nirvana in Sindlesham. My sister and myself are both nurses and have had 2 extremely busy years working through the pandemic on busy emergency wards. It is our Mums 85th birthday as well so we decided to treat her too.
My sister and mum had their covid passes which they showed at reception. I did a lateral flow test but was unable to register the negative result as my phone was stolen the day before our visit. I took the negative test along with me to Nirvana and explained the situation. I was told anyone could have done the lateral flow test and it might not be mine! The receptionist then reminded me I was supposed to have registered the result on the government website to which I reminded her yet again that due to my phone being stolen, I was unable to do this.
The receptionist then handed me a lateral flow test and told me to go to the car and do another test, this I did. The flow test did not register anything. The receptionist made me repeat this process 4 times, each sitting outside in the car for 20 minutes, it was 5 degrees outside and therefore very cold sitting in the car for 4 lateral flow tests. I did suggest to her that maybe this was a faulty batch(although lateral flows in general are notoriously unreliable). She then said she would consult with the manager. She then appeared with yet another lateral flow test and told me to do another one and wait 20 minutes for the result. I refused to do another one and to sit outside in the freezing cold for yet another 20 minutes. I was told I wouldn't be able to come in. My sister, myself and our Mum asked for our money back and were told by the same receptionist that she would reschedule our visit. We politely declined saying we never ever wished to visit again and that our so called special treat for our mums 85th birthday and for ourselves for working through the pandemic had been completely ruined by people who were quite obviously unable to use their common sense. We are awaiting a full refund. Reading the rest of these awful reviews, we won't hold our breaths for an apology. Completely ruined our day. Common sense has been well and truly buried in this establishment.

Absolutley shocked with how Nirvana treat potential customers and think its acceptable to have just a phone system to book. I was on hold for over 2 and a half hours trying to book for a friends birthday and then got cut off when I was next in the line. I can't remember the last time any other company kept me on hold for this long or any other company where you can't simply book online.

Visited here in Reading for the first time as a birthday gift. Absolutely loved it - each pool offered something different. My favourite was the Floatation Salt pool - the experience of stepping off the step and just floating was quite bizarre yet so enjoyable. The bubble jets were fabulous, and the quiet room was heaven, not just for the quietness but the divine smell.

I didn’t have any treatments, but my skin felt silky smooth and soft afterwards, and strangely felt so tired.

The perfect birthday gift, all thanks to my friend.

Absolutely fuming!!! Have been trying to call this company all week, continually on hold - have held on for over 4 hours in total, finally get through this morning and they hang up on me! If I didn’t have vouchers I certainly wouldn’t go there which is a shame as having been previously it was a lovely experience. Have tried to contact them by email, FB & messenger - nothing ?

I agree with Annie, the treatment of members by the Nirvana Spa management is simply appalling.

After more than 2 decades of membership I recently emailed Nirvana Spa and asked for:
1) my membership to be SUSPENDED whilst the new COVID passport rule is in place, and
2) my £165 direct debit payment to be refunded as it was taken after I’d cancelled my direct debit (immediately after I received their text message notifying me of the new COVID passport rule starting the next day!)

I received an auto-reply telling me how busy the Membership team are, and “Please kindly note we require 14 days’ notice to process any membership amendments or cancellation.”

I phoned to complain about this response and was asked to email the ‘Feedback’ Director if I wanted a faster response.

The subsequent reply from the ‘Spa Services Manager’ revealed that she couldn’t even be bothered to properly read a ‘feedback’ email sent by a long term Spa member! I was told:
1) I’d have to pay £10 per month for the privilege of suspending my membership, even though I explained why their new rule prevented me visiting their premises.
2) I could do a PCR test or Lateral flow test in lieu of showing a COVID passport. Yet the results of lateral flow tests are notoriously unreliable, and PCR tests cost around £69 each!!
3) “Please do not cancel your direct debit mandate as this will lead to your membership being cancelled which will mean you will be required to join the waitlist to recommence your membership.”

I’m not sure what is was about the 1st paragraph of my initial email that the Spa Services Manager could not understand: “When I received your text message yesterday notifying me of the necessity for a COVID pass to access the Spa, I cancelled my Direct Debit.”

I’m also not sure why the Spa Services Manager felt the need to ask in her email if I wanted a refund when the 3rd paragraph of my email clearly stated: “I would be grateful if you could refund my Membership fee…”

If they have such a long waiting list, Nirvana Spa wouldn’t suffer any loss of revenue if they allowed long term members to suspend their membership at no cost whilst this discriminatory COVID rule remains in place.

For me, this woeful response from the Spa Services Manager was the final straw. Despite being a long term member I was often treated as a 2nd class citizen behind the Day Spa visitors, whose wishes take priority according to Spa staff. On my last visit I was even asked by a staff member to move from the swimming pool I’d used for many years (to swim in the cold water pool) as my swimming slowly up and down in the warmer pool was disturbing a Day Spa visitor. That visitor couldn’t be bothered to move from pool side to the ‘Quiet Area’ of the Spa, and complained that a swimmer was disturbing their peace! Yet it was the member who was asked to move on!

These are just two examples of how the arrogant Nirvana Spa management take their members for granted. I suspect the reason the Spa is experiencing “the unprecedented number of enquiries…” is that many members have had enough of the appalling treatment they receive, and the ridiculous price increase they’ve just introduced.

Evidently all Nirvana Spa care about is money, money, money, and the Day Spa revenues. The loyalty of long term members such as Annie and myself, means nothing to the management and their staff.

If money is no object to you, and you are happy to have lateral flow tests taken as evidence of a clean bill of health, and you don’t mind being treated this badly by the Spa management and staff…. I suspect there could be plenty of spaces opening up for new members to join immediately!

Having been a member for nearly 2 decades I was first shocked at the huge price increase for long term loyal members who stuck by the Spa during the lockdowns, paying our retainer fees to come back and find a huge price increase. People made to wear masks walking around where there is space and then sitting close together in the steam and sauna doesn't make sense. The final straw is an email was sent out to members saying from 1st of December we have to produce a C passport! or a daily lateral flow test which as we should all know by now are completely unreliable providing false positives. What an insult, we go there to relax and feel a sense of healing but instead we go there having to produce identification to please the tyrannists, go through temperature monitor, wear masks, produce daily tests and apparently I was told you take the test and sit in the car and wait until you get a result. What happens if you get a false positive which is very likely at some point, so you pay the membership fee and have to what? go and isolate for 10 days? is Nirvana acquiescing to Tyranny and the Nuremberg Code was set in place to prevent harm being done to people. There is enough evidence now to prove that the C Vxs are allegedly causing harm and Nirvana is telling us to have vxs or take useless tests? Sorry, but I'm out of there!

Visited a guest in August, I could not believe you were charged for a towel and robe. We also had to pay a pound for a face mask just to wear in the changing we were the only people in the changing room . I thought Charging a £1.00 was a bit mean.
We had a booked a lunch and I order the crayfish sandwich which was served on Athens slice of crusty bread which you could not cut into, the sauce was so runny if eventually made the bread soggy very disappointed in my lunch. My friend order the duck wrap which was very dry she was disappointed too.
I though overall it was very expensive and very disappointed in the food we mention to the staff about the food but they were not interested

A tentatively good experience RUINED by service at checkout. Utterly Disappointed.

Visit date Saturday July 17th 2021 surname TYLER

The booking was from 11am to 2.30pm with a treatment for us both at 1pm.

Charged an additional hour each for late check out at 2.45pm despite arriving at the front desk at 2.35pm and having to wait 15 minutes to be assisted.

No attempt to offer a solution when my wife and I were obviously very confused, disappointed and increasingly upset. We were simply told ‘the system charges automatically’ and offered no service or offers of apology to mitigate the situation.

Other information.

My wife booked a Time Out experience for us both for my 40th birthday. I was very much looking forward to this day as I had heard good things about the facilities etc.

Upon check in my wife and I were given the essential information about our swipe cards (including payment etc), the spa/facilities and help with the confusing site map, NOTE no other information about check out policies or additional charges were given.

We explored the facilities and were initially impressed although this feeling subsided once we got lost more than twice and had to find a map just to get our bearings again.

We wanted to enjoy the sun outside but could not find any sun loungers without a towel on them. There were hardly any being used by anyone but all used beds had towels on them. This seemed odd to me and I was disappointed that the outside area was not better managed to allow there to be more loungers free when not in use. If an area outside needed to be booked we were not informed.

When we wanted to eat lunch we were told we could not eat outside in the atrium unless we booked. This was something we were not made aware of upon arrival or upon initial booking.

The information about accessing the menu through the QR code was confusing and the menu section of the website wasn’t entirely clear about what was available.

The food we ordered (Caesar Salad & Mediterranean Wrap) was very underwhelming for the price charged. I’ve had better quality food for half the price from M&S at a service station.

Although I enjoyed the Swedish massage I found the ambience in the treatment room was ruined by a broken speaker so the music being played inside sounded fuzzy and unpleasant. The room also felt a little clinical and not as welcoming as other spas I have visited.