Cliffordhealthclub 

Myself and my partner had a spa package a couple of weeks ago, and I can honestly say it was the worst spa experience I’ve ever had to encounter.

It was well overcrowded, where you couldn’t sit anywhere as there were that many guests you’ve just cramped in. All the spa care about is the money they are receiving. They clearly don’t care about the relaxing experience it is meant to be.

From start to finish it was an awful experience, there were no where to sit from the moment we entered the spa to the moment we can out with was an hour and a half before we were meant to finish as it was that bad.

The saunas were over crowned people were standing up in them. The pools were filled with that amount of people you couldn’t get in, and the lounges were full from start to finish. How is this a relaxing experience if you can’t even sit down to read a book?

The robes were dirty and very old and smelt musky, 4 times too big and we changed them but they were still the swme. The afternoon tea the sandwiches were dry. They didn’t even have us on the system so we just got placed in a corner.

The massage was rushed and wasn’t even the 25 minutes it states online it was 15 minutes. Your photos and package is a fault advertisement. How can you sell a package that is absolutely terrible? From the photos you think you’re going to have an amazing day, looks so relaxing, it couldn’t be further from the truth!!

A spa that clearly does not value their customers. They only care about the money they are receiving and how many people they can fit in the spa in one day.

For someone who suffers with panic attacks, this made it worse for me. This happened in the pool as they’re were far too many people in there that it made me have a panic attack.

Your spa should be ashamed of yourselves. As we traveled 3 hours for our spa day. This was by far the worst spa experience I have ever experienced.

I’m not normally one to write poor reviews or looks like I’m just moaning for the sake of it. Honestly if you want a relaxing spa day, spend a bit more money else where!

Avoid Clifford spa !

Absolutely appalling. Do not waste your money!

I received an email the day before we were due to visit, with treatment times and called to query this, at which point I was advised I had a mums Elemis package not the serenity package that I booked and had a voucher for.

The employee on the phone just kept saying I’d ordered a mums package, when I know for a fact I didn’t, this had a significant reduction in treatment times and half of the actual treatments that we paid for. I was unable to talk to a manager and unable to make any changes, I asked about making a complaint and how long that would take, I was advised 10 days. When I mentioned nothing would be resolved by tomorrow he just told me to cancel. He couldn't have been less bothered or polite.

On arrival, we had to pay an additional £13 each for bath robes, 2 of which had giant holes in the pockets.

Our afternoon tea at 4.30, saw us wait at the entry for 20 minutes, without any interaction from staff, it the took until 5.15 before we received our food, which was served at coffee stained tables (we asked for them to be cleaned only to be told they were actually stained) and on teacup saucers rather than actual plates (we were told there weren’t any side plates available).

The food was pre bought from Tesco and cut to portion size, 2 tiny squares of cake and a dry scone, we know this as a lady with nut allergies asked to see the packets when she was advised that there might be traces of nuts (Despite her calling the spa in advance) the wait staff told her she’d be ok though, he was less friendly when she asked for them to prepare her something fresh.

The floors right through the venue were full of puddles and actually a health and safety risk in some areas like the stairs, we expect some areas of water but this was extensive with one member of our group slipping on a few occasions.

Several customers we spoke to also said their packages had been changed to include a lower treatment time than booked, saying they had been told they’d not ordered that package - similar to myself.

We were told by a staff member that they usually have around 150 customers through the week, but this had increased to 350 Friday to Sunday, obviously without the capacity for staff to cope.

Upon complaining, I was basically called a liar, and was told no other customers had made a complaint ( I now see this isn't true, they just ignore them).

It took nearly 3 weeks to get a final response, which at the end was basically they don't care.

Do not waste your money, there are much better spa's for the cost.

Mr C - please do not bother adding your standard response of being a family co etc - you clearly don't care and have no intention of making customers feel valued.

Really wish I had read some of the review before booking. Booked it as a girls day out for me and 3 friends. We opted for the waterfall package which included use of the spa facilities, afternoon tea, a glass of Prosecco and a 25 minute treatment. Our spa session was 3-8pm with afternoon tea at 5:30pm and two treatments at 8:10pm and two treatments at 8:25pm.

Upon entering the spa my first thought was wow this is chaos! The spa had clearly been overbooked and we found it very difficult to actually get in any of the steam rooms or saunas due to the sheer volume of people. The jacuzzis were overcrowded (and cold) and all the relax beds were fully occupied both upstairs and downstairs. After wondering aimlessly around the ‘spa’ we found space in one of the steam rooms. Our bums nearly touched the seat before we decided to leave the room due to the overpowering smell of sewage. This odour was present in multiple rooms. We then decided to head to the foot spas to find out only a handful of them were working. The only place with space was the pool but we could have gone to a bog standard leisure centre type pool anywhere. We booked this in the hope it would be a relaxing day not a day filled with stress and bad odours.

The afternoon tea was okay, very basic and what you pay for I guess. However the white tea pot was well worn, covered in stains and the spout was very chipped.

After this we found some beds upstairs in the rainforest area. There was a bar where I enquired about the Prosecco that was included with our package. I was very abruptly told that I had not paid for prosecco and would not be getting any. Multiple special effect screens in the rainforest relax area and the volcano sauna were broken, reducing the effectiveness of the illusion.

Having stumbled across the treatment area by chance we entered 15 minutes before as instructed to fill in a pre-treatment questionnaire. This was a pointless activity as we were never asked for our names when entering the treatment rooms. It was obvious the questionnaire was a mandatory obligation to just tick a box. So why bother asking what your main health concerns are, if they can’t even be bothered to find out who you are. For example me and my friend both had a back massage but my area of concern was my shoulders and my friend said her area of concern was her back but nothing was done to clarify who was who.

When we met with our friends in the changing room they were very disappointed with their massage experience. They were taken in for their treatment late, which reduced the overall treatment time and half way through the therapists began laughing and giggling leaving both my friends feeling very uncomfortable and anxious. The total opposite of how a spa should leave you feeling.

Crowd control doesn’t seem to exist at this spa. I have no idea how the staff knew that people were leaving the spa at their allocated time. There was no one keeping track of how many people were in the spa at any given time. We also found navigating the spa a challenge, one due to the lack of signage and again the amount of people allowed in at any one time.

So overall not the relaxing day we had all hoped for. Instead we felt our anxiety, mental wellbeing and stress has only been worsened by the experience. Not to mention the fact we all woke up the following day feeling very sore and bruised.

As we left the spa we raised concerns about the unprofessional behaviour of the therapists. The receptionist very bluntly said she would speak to the therapists about this as it is not seen as professional practice. However, failed to ask us for the booking name or the name of the therapist so I highly doubt this matter will be dealt with. I suspect it will be brushed under the carpet like every other complaint made ( which is evident from multiple previous reviews). Instead of trying to address the concerns raised we were told if we made another booking before leaving the spa we would receive discount. I can assure you I will not be returning nor will I be recommending to family friends, or anyone for that matter.

My lasting impression of this so called spa is a greedy, money orientated business that doesn’t care about clientele in the slightest.

1. THEY SHARED MY PRIVATE MEDICAL INFO with my colleague who I had gone with. I put on the paperwork twice not to mention this and said the same to the receptionist and somehow the therapist - Zena - still ended up showing my colleague my paperwork causing me so much undue stress and anxiety.
2. GASLIT, LIED AND THEN GHOSTED ME WHEN I COMPLAINED. I was gaslit by management when I tried to complain, then promised a refund and then ghosted.
3. ORGANISATION OF APPOINTMENTS WAS A SHAMBLES. Our treatment appointment was moved 3 times in the run up and they didn't even call to let us know when it got moved on the day of.
4. AFTERNOON TEA WAS TERRIBLE. Felt like you were in a school canteen with a fancy waterfall. Staff were rude and we had to ask for the prosecco that we had paid for and they acted like we were a nuisance for asking.

Lesson learnt. If you do decide to waste your money don't see a therapist called Zena if you have confidential medical info you don't want shared with anyone. And don't bother with the afternoon tea.

Visited today as a party of 6.
Had a fantastic day. Massage was lovely and there are so many steam rooms and saunas to use. Afternoon tea was lovely and they were able to cater for our dietary requirements.
Only down side was it was very busy, but to be fair with the cost of the packages being so low, I'm not surprised they are busy.
Will definitely be returning.

Hi I purchased two spa days one for my daughters birthday and one for me we came the 6 th sept
We arrived just before our time all was good apart from the 3rd time change for treatments
One email 5th sept
One text 5th sept In Evening
Then complete time change on the day
We enjoyed out day until it came to treatments you were 10 Min s late fair enough you we’re busy then your therapists took us down the depths of beyond through a call centre office ( very professional) and we were in the therapy room right next door ! It was cold !
I should have refused there and then
The noise was appalling the people chatting you could hear the whole conversation the doors banging I was so frustrated I had bought this for my daughters birthday I had a banging headache from the stress of trying to relax with so much noise the therapists did a really good job but all I wanted was it to stop 90 mins of pure hell !
Instead of trying to drum up business through a call centre what about looking after the clients you have there all ready they are the ones that come back must be our 4th visit and pass on the word to family and friends I am so angry this has happened to us
It’s disgusting you can treat people like this

Where do I start. Went over a month ago, for my afternoon tea, they served me meat when I told them that I was vegetarian. I went with my family, the girls that massaged us, were laughing and sniggering throughout our massage, whispering etc. I have emailed a complaint, and no one has responded to my complaint. Called them directly at their Nottingham site, and Jack the manager said he would get someone to respond, and they have not. Spoke to Kiren,Scarlett, and another lady who refused to give me her name, but she was Chinese all so rude it was unbelievable. Do not go to this place. I would give them a no stars if the option was there.

If there could be a minus ➖️ ⭐️⭐️⭐️⭐️⭐️ rating I would choose that for this Rubbish Company for customer service (if they really have one)

I purchased the Serenity package for £139 on the 21st July 2024. Once I purchased this there Web page had an error and never got the purchase code.

After having a conversation on WhatsApp I rung them to tell them about the problem.

As it was for a present and they didn't sort it out in time I asked for a refund.

It is now the 1st September 2024 and after many many emails from myself to the customer service team (what a joke)!!! They haven't replied or still sorted out my refund.

AVOID AVOID AVOID

They take your money so quickly but never give it back when you want a Refund.

Legal action will be next as no one should do this to anyone!!!!!!!

Poor customer service! So disappointing.
Booked a package for my daughter’s Birthday.
After making the 45min drive, upon arrival, we were told that there was a staff shortage and therefore our 50min treatments (hot stone massage) would now be 25mins. I raised my dissatisfaction with this but had no choice other than to take the 25min or return again for the 50min treatment. The massage was poor and did not include hot stones. Instead of having the same treatment time, we were one after the other so had waiting around time.
Afternoon tea service was slow, tea arrived and was finished before the food came out, no customer service and they didn’t bring the Prosecco.
We weren’t able to relax due to the frustration with not receiving the package I had paid for.
I complained at the time and was given the “customer service” email address. I emailed as soon as I got home and was hopeful they would put this right and offer the package again. I was wrong!
A week passed and no response, so another email sent. Still no response, so I messaged the number in WhatsApp. Staff said they would chase. Still no answer from WhatsApp or via email. Chased again and eventually customer service replied and stated all they could offer was the remaining 25mins. So we didn’t receive what we paid for and it was a huge disappointment for my daughter’s birthday. I thought out of goodwill, they would put it right but they’re not bothered.
Bottom line is, the customer service is poor and you are clearly just a number. Not a good way to run a business.

Had a fantastic massage with Sophie
Lovely hot sauna
With so many different rooms
Thank you Sophie and Clifford's spa.

Terrrible customer service. I really hope to change this review but the customer service is awful. Visited the spa back on 24th July. Unfortunately due to me being heavily pregnant my parents went and I treated them to the Prosecco with afternoon tea. They were never offered the Prosecco and weren’t aware I had upgraded them. I got in touch straight away to ask for the money to be refunded. The ‘sales’ team email didn’t respond to my first email and then promptly responded to my second email. Telling me I need to email someone different. I have been chasing this refund since 24th July. No one is responding, no one is emailing me back. When I am due to give birth in a matter of 2 weeks this is the last stress I need. Spa was great but it’s no good if something goes wrong and they are useless?!

The best thing is the treatment/ massage. The 90 minute stone massage is great and very reasonably priced and then you get the steam rooms and saunas too.
The afternoon tea is a little disappointing, but you get what you pay for .

Avoid, didn’t get the treatments we paid for was given 25 mins not 50 min. They eventually agreed to a refund of only 1/2 the value of what was missing but the refund never arrived. After waiting and chasing the refund daily for 30+days (which was supposed to be paid in 10 working days according to them) I contacted my credit card company to resolve. Spa was over crowded, the afternoon was poor and took 40 minutes to come despite us arriving at the time they booked it for.

Do not visit on a weekend. We attended the spa for my friends hen do, and were disappointed in the service we received. When we arrived, we paid and rented robes, however when we asked about them, we were told they didn't have any and to come back to reception in 2 HOURS to collect. We explained we weren’t happy with waiting 2 hours, and the woman just nodded and smiled at us saying “Yes come back in 2 hours.” Luckily, after we got changed, I went back out and spoke to someone else who was able to give us robes that were in the cupboard. Secondly, the place was extremely busy. Upon entering the spa, we found there was no where to sit and relax, every sauna was busy, the hot tubs were filled with people, no loungers available. It was like a cattle market! Thirdly, we had no choice when our afternoon tea and treatments were booked in for, meaning we had 30 minutes between sitting down for food and going for our treatment. I’m sure you’re not supposed to eat right before having a back massage? When arriving at the cafe for afternoon, it took them 15 minutes to seat us, and 20 minutes to bring us any food or drinks, and that was after we asked multiple times due to having treatments so soon after. When my friend asked for more oat milk, she was met with a rude response telling her to share the tiny cup of milk that was already on the table - not enough for 2 peoples drinks! The table was dirty, and the food was very bland and disappointing. Not that we had much time to enjoy it! Due to the afternoon tea taking so long, I went to speak with the treatments team, asking if we were able to move our time back. The woman told me there was no availability, unless 2 people don’t show up in 10 minutes time. They said if we missed our treatments they would offer us vouchers - Not good enough, as by this time we had no interest in coming back! After wolfing our food down, we went to our very rushed treatments. The spa its-self was very impressive, with lots of steam rooms and saunas to enjoy, however its been let down by the poor management, busyness, food quality and service.

Really wanted to like this spa. The saunas etc although busy are impressive. The treatments are extremely poor though. We had one day where our treatments were just over 15 minutes and were not done properly, so this review is about a return day to provide what we had missed the first time. Whilst we did have the 'treatments' the 2nd time, again they were not for the length of time booked. The therapists did not do a hot stone massage, 3 strokes up your back with stones is not a hot stone massage. The rest of the massage was poor and I wasn't even asked what pressure I wanted. The Elemis facial was even worse....we like the Elemis range and only one product smelt and felt anything like Elemis. Also had musty smelling flannels put on face 3 times for what seemed ages, with no air holes for nose or mouth to breathe, which was really uncomfortable and quite frankly, felt claustrophobic. On leaving, checked the bottles used which looked like travel bottles with bits of product decanted into them and only one Elemis bottle. Did not complain again as this was their opportunity to put right the awful experience.we had before and yet the day was somehow worse. I love what the owner has done with the old factory and really wanted to like ...but not worth the journey to get substandard treatments, with wrong products and treatment staff who do not seem to know how to do massages and Elemis facials.

I visited with a party of 6. Great deal with a treatment included. I choose a back massage which was excellent. Apparently the facial was equally impressive.
The variety of different saunas and experiences over the two floors were amazing. The staff were helpful and polite.
Will definitely be revisiting.

Enjoyed my experience both times even despite some little hiccups (wait times, communication breakdowns etc).
I'll admit it's not perfect but the treatments are lovely and the people that work there are really hard-working and lovely!
I just purchased a lifetime membership because I think it is incredible value for money and you get alot for your ££ The choice of saunas and steam rooms is amazing and the whole place is kept clean enough (compared to other spas I've been to). I actually like the busy atmosphere and enjoy chatting to people in the spa. The clientele is really friendly.

Looking forward to going regularly and enjoying the cold plunge opening soon!

Such a terrible spa, would not recommend. We traveled for two hours to reach the spa, only to be informed upon arrival that our treatment times had been unexpectedly cut in half to a mere 25 minutes. This was both surprising and disheartening, as we had made the journey with the expectation of receiving the full treatment we had booked.

Furthermore, the lack of preparedness by the spa staff added to our frustration. We were left without robes and towels for over an hour, forcing us to attend afternoon tea in our swimming costumes, which was not only uncomfortable but also embarrassing. When we eventually received the robes, they were incomplete, lacking ties, and despite the assurance of the staff, no one returned to address the issue.

The service we encountered during afternoon tea was equally disappointing. The lady at the desk was rude and passive-aggressive when we requested prosecco to be included, which was already part of our package. The communication breakdown continued as we had to ask for basic amenities like jam for our scones, and the overall quality of the food and tea fell far below our expectations.

The spa itself was overbooked and chaotic, resembling more of a social club than a serene retreat. The sauna and steam rooms were consistently crowded, and the jacuzzi was both cold and fully occupied. The changing rooms were overcrowded, leading to a lack of hygiene and discomfort.

To add to our disappointment, the showers were cold, and the overall ambiance of the spa did not align with the relaxing experience we had anticipated. Despite being offered to return for the remaining 25 minutes of our treatment, we find it impractical and inconvenient to travel another two hours for such a brief session, especially given our already negative experience.

On top of all this, I've emailed and called the spa to complain but they keep telling to send an email which I've done muliple times. I send my first email in March… it’s now July and they still haven't resolved the issue. I asked for a 50% refund because the whole experience was a waste of money and time, they said they’ll give me £14 back for the treatment time not received but they still haven’t done. Worst customer service I’ve ever received. Please avoid this place at all costs!

Treatments are excellent quality.

Spa can get overcrowded however good value for money.

Where to start. We had a spa day booked 3-9 but left 2 hours early because the day was just awful. Not relaxing in the slightest.
The place itself was rammed-no room to sit and relax, saunas all full, half of the foot spas werent working and jacuzzi was cold.

Afternoon Tea-we were booked in for 5pm. Queued outside the door from 4.45pm only to finally get tea at 5.30 after i had to chase as our treatments were at 6. The table we were sat at was dirty and tea itself was very basic-sandwiches thick with marg and 2 tiny shop bought cakes. Only nice thing were the scones but we had to spread them with spoons as the kitchen had no knifes! We had to wait ages for teaspoons and sugar for our tea aswell!

Treatment-rushed our tea only to sit waiting for our treatment until 6.20pm. When i chased i was told my treatment time had changed (but nobody had told us), therefore there had been no need to rush our tea.

The treatment itself was supposed to be a luxury 50 minute hot stone back massage. It was a 40 minute massage with stone used on my back for 5 minutes. Worse massage ive ever had and the lady who did it barely spoke any english so couldnt communicate.

When i complained on our way out all i was told was 'hopefully youll come back and we will make it extra special for you!'. I wont ever be back. This was already my second time after not having the best experience a year ago, but thought id give it another go as other people had told me it had improved. It hasnt, and this visit was worse than our first!

I just want to say though...the staff in the restaurant were lovely and i feel bad for them the conditions they are working under. The problem is down to greedy owners booking too many in at once(every spa day is pre booked in advance so its not like guests are a surprise to them), not putting enough staff on or giving them the things they need to do their jobs properly. Some of the things i saw yesterday, if environmental health were involved theyd shut the place down!