Cliffordhealthclub 

Dump. Shocking business with apathetic staff and unresponsive management

We asked if the robes were towelling. The blond woman on front desk said yes. We decided to hire one but when she handed it over (along with towels that we didn't ask for) they were made of fleece which isn't absorbant. We decided not to take them and asked for a refund but Coral said we had to email for a refund. Which I did, attaching my receipt as proof if payment. I got a short dismissive reply and I'm now being ignored. They have £12.99 of my money (& £12.99 of my friend's money) and it seems very short sighted of them to allow a bad review for the sake of £25.98. Apart from this, we enjoyed our day there but we won't be returning due to their dishonesty.

The staff changed my appointment date without me knowing and then tried to charge me, I spoke to customer services and they didn’t look into it and accused me of lying when all the needed to do was listen to the phone call. The 90mins you pay for you only get 60mins with all the wasted time. Afternoon is mediocre at best. The facility isn’t well maintained and is definitely overpriced, and it’s so busy all the time. No space for anything.

3rd visit was a huge disappointment. We arrived to be told our spa treatments would be reduced to 40 mins from 90 due to staff illness. We were offered a return visit to use the other 50mins. We then had our afternoon tea time changed from 4:30 to 3:30, so we went straight there. We finally got taken to our table at 4:10 (even though we informed the young lady on the desk that we needed to be at our treatments at 4:25). With just 15 mins left, we asked another lady (the supervisor we believe) if she knew an estimated time our food would arrive due to our treatment time. She was extremely rude to us telling us we did not arrive on time. Explaining that we had been waiting for nearly 40mins in the queue to be seated she replied “You weren’t at your table at 3:30”. Again we reiterated that we were in the queue and spoke to her colleague. She stomped off before returning with our afternoon tea (with items missing) literally threw it on the table and said “there you go ladies, that’s the best I could do, get that down ya”. Such an awful experience and could not believe the rudeness. We still had to ask a number of times for the jam and cream, although as you can imagine with only 10mins to eat we didn’t get to finish our food anyway.

I’m a life time member and their service is shocking. Good range of gym equipment BUT it’s not maintained properly, machine break often and aren’t fixed for months.

Not the cleanest of places,free weights are all over the place.

Wouldn’t even bother booking in for a massage as they will change it EVERYTIME and there excuse is “ staff calling in sick”. That’s been there excuse for the past 3/4 years.

They are making a fortune but there services aren’t up to the prices they charge.

Beautiful Spa but Disorganised — Weekends May Disappoint

My husband and I were given a spa day at Clifford Day Spa as a thoughtful gift from my in-laws. They had booked it months in advance and kindly offered to look after our young daughter so we could enjoy a rare day of relaxation together. We travelled four hours from Surrey to make the most of it.

Unfortunately, the experience didn’t go as planned. When we arrived at 11:45 AM, we were met with a long queue. After giving our names, we were told that no treatments were available — despite having booked and paid for 90-minute massages each. No clear explanation was offered, just a vague suggestion to rebook, which wasn’t realistic given the distance we had travelled.

After we asked to speak with a manager, we were eventually offered two 25-minute massages instead. We later learned that 17 staff members had called in sick that day — which, frankly, raises concerns about how well the spa is managed.

Even then, when it came time for our massages, only one of us had been booked in. After more back and forth, both of us were finally accommodated, but we had to go into separate rooms rather than enjoy the couple’s massage we had originally planned.

The spa itself is beautiful and the treatments we eventually received were of good quality. However, the atmosphere was chaotic, extremely busy, and it felt overbooked. We spoke to several other guests who had their treatments cancelled as well — some of whom said this had happened to them on previous visits.

In short, while the setting is lovely, the disorganisation made the day far less relaxing than we had hoped. If you’re thinking of visiting on a weekend, be warned — it might not be the smooth, pampering experience you expect.

My wife and I recently visited Clifford Health Club for what was meant to be a relaxing spa day, which had been gifted to us the previous Christmas. The package included two 90-minute massages and an afternoon tea. Unfortunately, our experience fell significantly short of expectations.

## Booking Issues and Poor Communication

Upon arrival at 12:00 on Saturday, we were informed by a rather discourteous receptionist that our treatments would not be taking place due to overbooking and staff absences. The initial solution offered was to return on a future date—a particularly impractical suggestion given we live three hours away.

After requesting to speak with management and waiting 15 minutes, we were offered two abbreviated 25-minute massages at 4:25pm instead of our scheduled 2:00pm treatments. The manager advised that we could contact customer services to rebook the remaining treatment time, but offered no immediate resolution despite our explained travel difficulties.

## Overcrowded Facilities

Whilst the facilities themselves were adequate, the spa was exceptionally crowded, creating an atmosphere that was far from relaxing. The jacuzzi areas were constantly occupied, and the heated beds were perpetually unavailable, with guests reserving them by leaving personal items unattended.

## Systemic Issues Apparent

Through conversations with other guests, including regular local patrons, we discovered that treatment cancellations due to staff calling in sick appeared to be a recurring issue. This suggests a systemic problem rather than an isolated incident.

## Further Complications

When we arrived for our abbreviated treatments, the booking desk initially had only one of us registered for a massage. After another 10-minute delay, they arranged treatments for both of us, but only in separate rooms rather than together as originally planned. The staff member disclosed that 17 employees had called in sick that morning, which whilst honest, highlighted significant operational issues.

## Conclusion

What was meant to be a stress-free, relaxing experience turned into quite the opposite. The lack of customer care demonstrated by the reception staff and management was particularly disappointing. The overall experience left much to be desired, and regrettably, we cannot recommend Clifford Health Club to others seeking a quality spa experience.

When we checked in for our 3.30-9.00pm slot last week, we were advised by reception that due to ‘staff sickness’, we were not able to have our paid 90 minute treatment. Instead we were able to have a 40 minute treatment today, and would be given a ‘complimentary’ return to the spa for ‘another’ 50 minute treatment. We advised reception that this was not complimentary - it was simply what we had already paid for but split into 2. This is an inconvenience to us as it means 4 of us returning to the spa, travelling a 2 hour around trip, and us needing to take annual leave to return. We raised this with the manager and she said there was nothing she could do and that we needed to contact customer service.

In addition to this, the afternoon tea was abysmal. We arrived at 5pm as advised and waited until 5.35pm for our drinks. We then waited until 5.55pm for our afternoon tea. As a vegan, I stated this at booking via telephone and again when I arrived at the spa and this was written down alongside our drinks order. Despite this, I was served ham and cheese sandwiches. I asked the waitress (whose name I do not know but was wearing a hand bandage), to please check if the sandwiches were vegan as they appeared not to be. When she returned she was very apologetic but this is something that should not happen. This meant I lost trust in the service provided. The vegan sandwiches that were provided were inedible. Dry, stale bread with crusty tasteless hummus on them. In this day and age, it’s not a lot to expect a half decent vegan alternative but clearly it is at your venue. For the non-vegan person, they were given 3 cucumber sandwiches - where was the logic in that? The vegetarian was served tuna sandwiches. All of the bread was cold and stale. Nothing made any sense. The 2 drinks we ordered (cranberry juice and orange juice) had ran out. It seems the cafe was over subscribed, under resourced and to be quite frank, a shambles. Furthermore with the afternoon tea, we weren’t provided any spoons, knives or forks to eat our food with which we had to ask for 3 times.

We travelled up to the rainforest spa which had no water available. When we asked for water, the girl at the bar went off to retrieve some in a jug but only provided 2 plastic cups for 4 people. She then proceeded to sit on her mobile phone at the bar for the remainder of our time there, uninterested in anything.

The spa itself was untidy and unclean. Plastic cups had been left everywhere; there was dirt on the floors from presumably from outdoor shoes; a plaster and clumps of hair in the shower.

The staff also seemed miserable. None of them are smiling, they’re all on their mobiles, they treat the customers like an inconvenience and we heard numerous people talking about how understaffed they were. It’s not a good image to project. The lady on the desk also raised her voice when we were leaving to say “you need to check out from your spa before you go!” - I know we only ‘check out’ to be encouraged to buy another £99 deal. When I raised how poor the service was, interestingly no one asked me if I wanted to rebook. Rethink this ‘check out’ process - it feels like a hard sell that puts people off more.

I had visited before and was encouraged to write a 5* review on trip advisor in exchange for my name being in a raffle for a free spa day. I know now this is against moderation and rules.

Still waiting for a response to my complaint but I won’t hold my breath!

A complete load of scammers.
Got a voucher off their website and phoned to book the day,
I was informed the phone number I called on, is not linked to any purchase. I explained that I have a booking reference and was told this is irrelevant.
On the invoice they sent, you can clearly see the phone number, showing it is linked.
They were not interested in any facts
I have emailed a number of times to get them to sort but they completely ignore you.
Do NOT waste your money on this place. Pay extra and go to a properly run spa, where they actually care about their customers.

Don't waste your money. Selling stupid amounts of vouchers you can't see availability before you buy. I called but I was told without a booking number they can't help. I then booked in hope to get booked in in 3 weeks time. Nearest appointment is 9 weeks away. What I purchased it for being my wedding anniversary would of been and gone by over a month hy then. Refusing to refund so having to take other measures. Please be vigilant these guys are awful. Can't check booking system without a booking number absolute rubbish. How about being truthful to clients who are looking to spend money with you rather than mugging people off. I also run a business and I wouldn't dream of treating clients the way you do. Wish I seen this review section before you rambling fb paid for reviews.

We had a lovely spa break and Jeanine and Tanya gave us wonderful back massages. The spa was very busy and they had staff who’d gone off sick, so we only had 40 minutes of a 90 minute treatment. This didn’t spoil our experience though, and we get to return for the other 50 minute massage and in effect get a free spa break. Others were moaning about this, but relax, chill, it’s a spa break and it’s a bargain!

Absolute scammers.
I have paid for a spa day, never got my vouchers and payment was taken twice online.
Impossible to get a refund or anyone to respond to messages. I have emailed many times (customer service only available on email).

Absolutely Disgraceful – False Advertising and No Accountability

I am utterly disgusted with the way Clifford Health Spa is operating. I purchased vouchers totalling £200 for what was advertised as a 90-minute treatment, afternoon tea, prosecco, and use of the Fire & Ice Spa for two people. This was a re-book offer following my last visit to them in Sept 2024. However, when trying to book, Im now being told they no longer offer the 90-minute treatments and are only providing 50-minute sessions instead. This is not what I paid for.

To make matters worse, every attempt to book in is met with the excuse that they’re "fully booked" or have no availability — yet they’re still actively selling multiples of vouchers to others! This is not just poor practice, it’s blatant false advertising and a complete breach of consumer rights.

I’ve emailed repeatedly to resolve the matter and have been completely ignored. No response, no acknowledgment — nothing. At this point, it feels like a deliberate scam.

If you value your time, money, and sanity, avoid Clifford Health Spa at all costs. Their behaviour is unacceptable and shameful. I’ll be taking this further with Trading Standards and strongly encourage others who’ve been misled to do the same.

I’m really disappointed with how Clifford Spa handled a genuine medical emergency. My daughter’s boyfriend sustained a head injury just before their booking and had to be taken to urgent care, where he received treatment and was advised not to get the wound wet for 48 hours.

I phoned the spa straight away to explain, but was met with a very dismissive and unsympathetic response. Despite providing medical evidence, I was told we’d still be charged a £50 cancellation fee with no flexibility or understanding.

I’ve since followed up but have had no reply at all. For a business in the wellness industry, the lack of empathy and poor communication is incredibly disappointing.

I had booked a Mother's Day spa treatment at Clifford Spa, opting for the 90-minute package which includes a 60-minute massage and a 30-minute facial. Having used Clifford Spa on numerous occasions, I was hopeful for a relaxing experience. Unfortunately, my visit was far from satisfactory.
Booking Issues: Every time I make a booking, the timing is changed. Despite specifying dietary requirements for afternoon tea, I receive a call the day before to go through everything again. Upon arrival, there is no record of the previous conversation, and I have to repeat the details once more. This happens every single time.
Treatment Timing: The spa advertises a 90-minute treatment and asks clients to arrive early to fill out forms. However, they consistently start the treatment late but finish on time, effectively shaving off 10 to 20 minutes from the advertised duration. This is misleading and frustrating.
Unpreparedness: During my recent visit, the therapist left the room during the treatment because they had run out of flannels needed for the facial. My appointment was at 9:10 am, and I expected the room to be fully prepared beforehand. This lack of readiness is unacceptable.
Unprofessional Behavior: During the massage, I could hear the therapist yawning repeatedly, which was quite unsettling. Better rest or reassignment to a more engaging role might improve the customer experience.
Customer Service: When I complained, I was told to write in. The website states complaints must be made within 7 days. Despite writing twice and calling twice, I received no response. Their customer service is non-existent.
Overall, my experience at Clifford Spa was disappointing, and I hope they address these issues to improve their service.
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Just what we needed. A return visit from us. It wasn’t overly busy and we were able to go into the steam/sauna rooms we chose without any issues apart from one that only was tiny but on passing by a second time we were able to go in
Staff were plentiful and were doing a great job of keeping the place clean found them friendly and approachable
My only niggle was the stone beds were not very warm and people had left their belongings on some but had clearly gone to another part of the spa - gone too long- which is against the rules but this is not a fault with the spa just people need to be more mindful of others who were wanting to use the beds
I feel that the quality of the afternoon tea was better on our first visit but since it was edible and included in our package it was ok definitely would be improved with an additional savoury element
The 90 minute treatment was lovely and the therapist was nice
Bought a voucher to have another spa day as great value

Upon arrival we we were checked in, given our towels & robes which we paid £25.98 for (don't bother wasting your money) they were tatty, well worn and didn't smell/feel goid at all, then given very vaugue directions to grt thriugh the changing rooms & to the spa. It took me and my husband 10 minutes to find each other as the chsnging rooms come out at opppsite ends of the spa. I feel it was too busy, too many people with not enough facilities for everyone. With there being so many people it didn't really feel like a calm relaxing experience, which is what you go to the spa for. It was over crowded and loud. The foot spa's were really difficult to use, some would come on some wouldn't, again more people than foot spas, same with the loungers,, also the swimming pool and the hydrotherapy pools. The staff were polite and friendly, however we found the massages a bit rough, left us both feeling very tender as opposed to relaxed & refreshed. The signposting to the different areas left a lot of room for improvement too, either blended in so they weren't noticeable or just not in quite the right areas, a floor plan might be a better idea. The ice room (igloo) again left a lot to be desired, wasn't cold at all and only the one room with space for 2 people at a time, the plunge pool also could've been bigger or maybe another one alongside or elsewhere. The showers weren't great either unfortunately, when you could get one to come on hot, 2 other heads would pour cold water through at the same time, and the other heads did nothing? The afternoon tea was ok but again there is room for improvement. The juice option whilst welcome, the size of the drink was rather disappointing, more suitable for a child rather than an adult. The scones were delicious but a savoury option instead would be welcome i think. The sandwiches were nice but I think something else savoury to go on the side would be nice too, just a mini pork pie or sauasge roll even a handful of crisps, as everything else was sweet. There was minimal information given after our treatments; weren't told what products were used or given any recommendations on products that we could buy. When taking the massage option it would be nice to be offered the option of how much pressure to apply and ask if we have any troublesome areas that we would like particular attention on, and to be informed of what they were doing.It didnt feel tailored to us just another person in and out the door, which really was how the whole experience felt overall unfortunately. It was an ok experience overall but we won't be recommending the spa to friends/family unfortunately and sadly won't be purchasing another experience. It was a 3-3.5 hour round trip for us so we had really high expectations especially as we had a 2 month wait when booking our spa day. Unfortunately we will be sticking to more local spas. The overall feeling was that it was quite rundown, the floors didn't feel clean, neither did the foot spa's, there was a queue to the door for the cafe, the treatments were meant to be 50 mins it was barely 35 mins. I've paid less for spa days elsewhere and have had a better experience. Quite disappointing overall really.

The actual Facilities are good for the price you pay. Wide variety of saunas & steam rooms to pick from. This is the 2nd time I’ve attended the spa, once on a weekday and once on a Saturday, on both occasions I’ve checked in & I’ve been told due to staff sickness our afternoon tea time and treatments have been moved or shortened. A lot of young staff that are doing their best but no one higher up to organise things. Had to wait about 2 hours for our glass of Prosecco which was part of our package, because they had ran out of Prosecco every time we asked for it, even at our sit down afternoon tea they had ran out and “someone was going to the shop to get some”. over booked and busy, queuing for facilities and seating, for the entire time we were there we could only find 1 seat to sit or lie on as it was just so busy. Weekdays aren’t as busy but queues are still to be expected. I wouldn’t go back for half a spa day, but I would go back to have a treatment and use the facilities for an hour (queues dependent)

I bought a retreat day for two and it sounded very luxurious. The visit did not live up to my expectations but we had a fairly nice time. Thought the afternoon tea was of a lower standard, skimpy and conveyor belt with queuing for over 20 mins for a booked slot. Coffee was poor. The treatments were nice but not as luxurious as advertised ( I've had Decleor facials before and the head massage but theirs was a skimped version). The hot stone massage just wasn't, a few stones were only used briefly- it was a normal massage. Would I rush to go again? No. Having to take your own towels/ gown/ padlock is cheap and there wasn't even shower gel plus a push button shower that went off after about 10 secs! I've been to a lot nicer for a cheaper price. The staff were pleasant and it seemed fairly clean although the water in the two so called 'jacuzzi's' looked a bit cloudy and weren't very warm. This is a realistic review.

Experience of Spa visit was very good but BEWARE they are selling revisit vouchers without telling you that they will be closing at 5pm from 1 May. As I can only get in the evening or weekend and the first available weekend is now September I asked for a refund. Apparently vouchers are non-refundable even if they are sold under false pretences. The website does not inform of the reduced hours. It looks like they want to sell as many return visits before May so they have your money for months before you can use the facilities.