Cliffordhealthclub 

I copy below my original email to the staff on 29/08 after my visit on 28/08.... Since then i have called you approx 50 times over to speak to a manager and haven't once received a phone call. I have received very very few emails back to my weekly emails since this date, all of which not acknowledging how rubbish this experience was. In addition your inability to respond in a reasonable manner left the cctv to be conveniently wiped. This is the worst customer experience i have ever experienced.

Original email below -

Unfortunately i have several complaints about the spa morning i had with you on 28th August.

Firstly let me start by saying i drove 1.5 hours to be there so i set off first thing in the morning and was ultimately completely disappointed with the day from start to finish.

On arrival i was immediately greeted with a new treatment time from 11.50am to 12.20pm. Although the staff member told me they were subject to change, i had not planned for this and therefore it mattered, however i was later informed that it was due to multiple sicknesses within the therapists. I checked the email and it most definitely wasn't subject to change, you took it upon yourselves to shift this around.

My biggest issue is the treatment time wasn't 90 minutes. I got collected at 27 minutes past, walked to the freezing cold other side of the corridor i.e 3-4 minutes away, i was then told to lie down where the therapist disappeared for 5-6 minutes and then returned, did my massage and my facial and was finished by 42 minutes past 1. This is a 60 minute treatment not a 90. In addition i want to say that the area i was put within was like a back alley spa room and i was utterly freezing the whole time making several comments to the therapist which ultimately made the experience unenjoyable.
My friend was even worse, being collected after me, having her ear chewed off the whole time during treatment and then left the room 10 minutes before me. This is more like a 45-50 minute treatment!

The spa was chaos with staff making it incredibly obvious everyone was working quick to make up for absences.

I brought this voucher for my friends birthday and it was such a shame it was so incredibly busy it was completely unenjoyable! In addition, i felt like it was several things that were not working which you had work men walking around trying to sort in prime time! As an example, the foot spa was basically impossible to work.

Upon leaving i shared the issues with the front desk staff and was told to simply email this email address..... not a great help at all.

The list could truly go on but id be keen to hear what your response is to this and what i can do to rectify these issues encountered.

The way this place treats their staff is shocking! They make staff work/clean with barely any chemicals.
Some of the staff members ignore and belittle the workers.
The management that oversees the cleaners is rude, ignorant and I'm pretty sure is sexist and belittles the female staff members.
If any issues is raised via email to HR, these are ignored so nothing gets resolved. The owners are rude.

I know someone that personally works here and I have never seen someone decline so much mentally over a few month because of a job.

For anyone looking to work here, I would think twice.
You will be belittled, treat like dirt, ignored and your mental health will decline rapidly!

I will start this review by saying that I have been to the spa 5 or 6 times previously. I have bought many vouchers and brought family, friends and colleagues before without any cause for complaint. I had intended on buying more after this visit for an outing with my colleagues as it has always been worth the 100 mile round trip. You shouldn't expect a 5* experience, but for the price you can't usually go wrong....or so I thought.

This visit was with some vouchers I bought to take my husband as a birthday present.

The afternoon today started badly when we arrived to be told that we should have been on the 12 - 5pm spa experience. I knew this to be incorrect as my son had a football tournament that morning, so I definitely would have booked 3-8pm. I didn't get my usual text and phone call the day before, but l did get an email to say our treatment was at 3.30pm.

We arrived at 3.10pm (late back from the football tournament!) and after the initial confusion, we were told afternoon tea would be at 5.30pm and we were to go straight to the treatment room und get changed there. We arrived at the treatment room at 3.20pm (10 minutes before our treatment as advised) and filled out the forms. We had our treatment and when we came out, I said to my husband, that was a quick 90 mins. When he checked his watch, it was 4.37pm. We had barely had an hour if you allow for getting undressed and dressed. I told the lady on the treatment room reception and she said, well you should have been here at 3.15pm (which indeed is still not 90 minutes). I showed her my email and she told me to speak to Jack on main reception. No apology at this stage.

We were now dressed in our swimwear and so l went to get a towel and speak to Jack. I will say at his point, that Jack is a credit to the Spa, he seemed to be dealing with complaints all day and he did so professionally and apologetically. Jack said he would ensure a voucher was arranged for our missed treatment time. We were happy at that paint that the situation had been resolved.

It seemed overly busy today so we headed upstairs for a bit of peace. It was much calmer up there.

At 5.20pm, we went to the Waterfall Cafe for afternoon tea. Upon arrival we were told that we did not have a booking - no apology. We were eventually seated and sat across from some women who had been waiting for half an hour to be served food.
Their booking was at 5pm and they not even had a drink at this point! Our drinks arrived at 6pm. When it got to 6.10pm and there was no sign of any further service and with things getting heated with other customers, we decided to leave. I will add that there were therapists helping in the cafe - it was chaotic and an uncomfortable atmosphere.

We ended up with no afternoon tea, a much shorter treatment time and really poor service.

On our way out, I asked Jack if he could keep the vouchers - I have no intention of returning, and we would like a full refund for the extremely disappointing visit. Again, Jack was calm and professional but explained I needed to email this address with that request. At the time of our conversation, he was being radioed to go and resolve another complaint with someone wanting to speak to the manager.

I’m sure you will agree that after over an hours drive, a cut short treatment and no food, this was not the relaxing afternoon we had planned.

I emailed customer service and received no apology and that it was my fault for arriving late for our spa afternoon. This is not really applicable as they had us booked in for 12-5pm. I sent them the email with my treatment time and again no apology. They have not acknowledged the shortened treatment time or poor service in the cafe. This has made me more angry than I initially was as a simple apology would have sufficed and acknowledgment that it had gone wrong.

I have emailed all 12 of my colleagues at work who had planned on going and urge people to seriously consider a visit here. It is cheap yes, but was so overcrowded and it made me look further into hygiene (I always think the smaller pool looks dirty so we don't usually go in there). Avoid a weekend at all costs.

I am fully expecting a "we are a small business..." response to this review. I have actually taken it further, I won't benefit financially from this, but the emails were so bad that they clearly do not take it serious. They are a small business who favour quantity over quality.

I had to create a Tripadvisor and Trustpilot account to write this as I have never felt the need to complain about service before!

VILE TO THEIR STAFF, I will be reporting this company on behalf of someone i know for such horrible working conditions, they made a female employee give treatments while sat in her own period blood, otherwise her pay would get withheld a week + she wouldn't get her commission worth roughly £400... ABSOLUTLY DESPICABLE!

I recently paid for a year membership upfront. A member of staff talked me through what was included in the membership but despite asking I wasn't provided with anything in writing. Once I'd paid, I found out that some of the membership benefits I'd been told were included actually weren't. The most disappointing thing is how badly this was handled when I tried to complain. My emails were ignored for weeks then I was eventually told they weren't willing to do anything to help me or even to discuss it further. Very poor service and a terrible experience all in all.

I’ve been waiting for a refund because they over charged me for over a month! Service is terrible here and over crowded! I’m sure I won’t get the money back either as they aren’t responding to my emails.

I'm not even sure i'm where to start with this review.
I have been to cliffords on a number of occasions and this wad definitely my last visit. The spa has gone massively down hill recently as you can tell by the increase in bad reviews.
When we arrived we had to que outside the door with 1 reception staff, making us late into the spa. (Not the first time I'd be waiting around) We was then told that due to staff sickness we could not have our full 90 minute treatment and this would be cut to a 40 minute treatment. We was offered a complimentary day with our remaining 50 minute treatment. Not ideal as I only go for the massage but staff sickness cannot be helped. This was just the start of a bad day.
We then had to wait 20 minutes to be seated for our afternoon tea. 15 minutes for our drinks (orange juice and a cup of tea). Our afternoon tea arrived before our drinks and we had no plates or Cutlery. After asking for plates and Cutlery twice I ended up getting up and finding them myself. You could tell the cafe was over booked and they could not cope with amount of people. (Maybe the staff sickness had spread into the cafe as well.)
We then went for our massage and waited 15 minutes to be shouted through to be told our treatment had been pushed back but 45 minutes due to an electric fault (if you are going to come up with excuses please make sure all your staff give the same one). This now took us right up until our time in the spa had finished. Meaning we was unable to go for our swim after like planned.
When we finally went for our massage we only received 30 minutes treatment as you could tell they was trying to make up their time.
All day we had been waiting around and having to watch the clock, not sure on what planet this is classed as being relaxing like a spa day should be.
We complained to the manager on the day she was lovely and suggested we asked for a 90 minute treatment on our already complimentary spa day to make up for the awful day we had had. The manager informed us that she is unable to do anything and we would have to contact customer services with our complaint. Now this is where the real fun started.
We contacted customer service they have refused to compensate us in anyway and have not listened to any of our concerns raised.
With the way we have been treated by customer service we asked for a refund on our missing treatment time and also a refund on a voucher I had brought but not yet used. (as I will never being go back here again even if someone paid be £1000)
They will not give us and answer on what money we will be refunded until we accept that we are happy with a refund. (How are you meant to accept a refund without know what they are offering as a refund. Bizarre)
So we are now having to take them to a small claims court to get our money back that we are owed as we never received what we have paid for. I will also be leaving this review anywhere I can and will be telling every person possible. So no one ends up getting the treatment we have.
This could of all be solved if they just offered our 90 minute treatment instead of 50 minutes. This has blown my mind that a company can put profit so much before customer satisfaction.
You could tell the spa was massively overbook on Saturday 1st June and that they care more about money then anything else. Even the staff are leaving bad reviews now.
Please save yourself some money and go to a different spa.

Unfortunately a very unpleasant and anxiety inducing experience today. We were meant to be here 2 - 6pm but just left (3:30pm) as we couldn't relax or find somewhere to even sit! Firstly we were told that due to staff illness we could only have one treatment rather than two (although this would be transferrable for another day) then almost all the lockers were full, which isn't a good sign. When I went through to the 'spa' it wasn't bedlam and not relaxing at all. When we did find a lounger a bunch of older women were very loudly moaning about people reserving loungers. In addition to the women, it was generally a very loud area. All the saunas were full on the ground floor and all saunas and loungers were full for the Rainforest Experience. When we went back downstairs our loungers were, inevitably, taken. So with nowhere to relax, whether that be loungers or in a sauna, we hustled to get out. Not a very pleasant experience at all. We were offered to rebook our visit but to be honest, we'll probably just request a full refund.

Very impressed, I visited with my daughter for the first time, all the people who worked there, reception, cafes, spa, were very friendly and professional, the facilities were excellent, very nice pool and numerous saunas and steam rooms with various aromas.Facial was really relaxing. Afternoon tea was nice with sandwiches and cakes. It was busy but not too busy, added to the experience for me, nice buzz about the place. Will be back !

Really surprised at all the negative reviews, yes it did seem overcrowded I do feel this needs to be changed and not many of the foot spas seemed to work but generally everything else was great, we still got into the saunas / steam rooms easy enough, treatment was lovely and afternoon tea was delicious, would return and probably try a weekday next tune

Treat there staff terribly would give zero stars if I could

Main issue was overcrowded/too busy & so not relaxing eg. had to queue to get in, many of the spa sauna/steam rooms were full, showers full, no loungers left round pool. Hard to find space in changing room. Also nobody showed us around so we didn't know where to go to find the treatment space. Aromatherapy Room & Ice room not working. My massage treatment started 25mins late. There was no fizzy water available during afternoon tea. On the plus side, the back massage was really relaxing.

This spa is too overcrowded which you choose profit over quality.. After using the spa we wanted to relax with a coffee but there wasn’t not one seat available! Most hangers were located behind loungers which was intrusive to the people on them. Massage was basic the girls giving the massage didn’t even introduce themselves. Would not recommend this spa & will never return . Came away not feeling revitalised probably slightly stressed it was like a conveyor belt!!

From the minute my daughters and walked it felt like we were in a cattle market. The ladies changing room only had three cubicles. Space between the lockers was very minimal and getting changed was very stressful as people were wanting to get into the lockers.

The spa environment was so crowded - all the steam/sauna rooms were full, there was no room in the jacuzzi, some of the foot spas were not working and there was nowhere even to sit and relax as the place was so crowded. We left after 45 minutes without having had any relaxing experiences, any treatments that were booked, the afternoon tea or the glass of processco. On our way out my daughter asked to speak to the manager and to request a refund. Customer Service was not the managers forte and she was very rude to my daughter.

Would not recommend for an afternoon of relaxation unless you like being herded in and standing around

Visited the spa and unfortunately it was awful. It was absolutely freezing, couldn’t sit in the “hot tub” due to it being that cold. The therapists laughed throughout the whole treatment. I complained and asked for a partial refund and the responses were dismissive and rude. I will not be returning.

I came to the spa a year ago and it's still a great experience.

Yes I agree with people saying its busy and would be a more luxurious experience if it wasn't sooooo busy but other than that you certainly get your monies worth. The massage was fantastic value for money and the afternoon tea is fine for what you pay.

I have been to Clifford a few times now and todays massage was by far the best I have ever had Mel was absolutely fantastic that good I’ll be booking again what ever technique she used the others need to do the same.
The afternoon tea was delicious would definitely change the scones though.
Very clean and spacious
Staff very friendly and helpful
Prosecco was nice and cold
Thank you

Been coming years. USED to be good. But since the expansion. Not so. We went and weren't told till I got to the massage room we were getting 45min instead of 90 we paid for due staff sickness. They could have called that morning for us to re arrange. No massage. Got free voucher. Returned. This time we were booked for 55min instead of 90. Got another free voucher. The afternoon tea is a disaster. Not enough staff so left waiting for ages. The massages leave a lot to be desired in my most recent visits. I'm not fussy I am a therapist myself. And in all honesty I couldn't wait for it to be over. It was like no massage I've ever had, massaging on bones, hot stones on my spine, scratching my head in the same spot for five minutes. The therapiats were also whispering and giggling during our treatment as well as often washing up making alot noise. Not relaxing at all. The music in the room was dreadful! Needless to say I won't be back. I've given the benefit of doubt more than once and that's it for me now I'm afraid

This spa used to be amazing, not anymore. No where to relax, I took a book in and did not manage to sit down once to read. So so busy. All loungers either taken or had towels on being reserved. Afternoon tea was a shambles, not enough staff, dirty table, 30 minutes before they bring anything over. Then no drinks until after we had finished eating.
Treatments excellent as always but not 50 minutes long as it should have been and when arriving we asked if there was anywhere to hang robes and towels....she said no sorry the handles have fallen off the door, then just looked at us offering no alternative, so we had to try and shove all stuff(2 people) on a mini radiator so they weren't just on the floor, not exactly 'relaxing spa' vibes. No relaxing in the only empty room with heated loungers after because we were ushered straight out. Probably not a bad thing as all we could hear in there was drills and grinders.
Foot spas broken, one that did work filled up with scalding hot water to start and burnt my feet.
Steam rooms full, members don't want to move over to let you sit in the spare seats.
I gave this another chance after a poor experience last time and it's even worse so sadly I'll not be returning. A real shame to see a place I used to rave about to friends turn into a place I would avoid again at all cost. No one responds to reviews and it appears that feedback is not important to them, staff are miserable on site so can't imagine it's a great place to work either. I guess it's the slippery slope down to greed and sadly lost it's magic. Will post on all review accounts since they seem to have multiple.
Also opted out of all communication on the spa form which was totally ignored with marketing emails and texts within an hour of leaving.

Been for a spa day with massage and afternoon tea. Check in was smooth, inside was a different story, far to many people in, I know it was a weekend but that many people should not be in, people were mopping the floors constantly which they nearly tripped me up, massage was cut short due to staff issues, the massage was nice and the staff were lovely. Afternoon Tea was a disaster though, far too.many people, lots complaining as they had waited over 30 mins, we were given ours and it was not lactose free, if eaten would have caused illness for rest of week. Staff very rude in cafe, you could clearly see they were rushed off their feet, had eaten food by the time the drinks arrived, its a lovely place and far better in the week. Definitely less busy, avoid weekends at all costs.