Edenspa Reviews

Don t expect any flexibility at this spa - it comes at a huge cost

I booked a spa day with a friend Total cost 480 I wanted to move it to a different day only by 2 days which was available still on their website and was told I couldn t unless I paid 40 I was advised I should have taken out insurance to allow me to move it I m astounded that I would be charged any amount for a 5 minute admin job when I am spending such a huge amount of money I felt like I was dealing with the Ryanair of spas I am a regular spa user and have never experienced anything like this situation I won t be using them again no matter how lovely a day I have when I m there A total rip off and demonstration of an organisation that doesn t put the customer at the heart of what they are doing

Disappointed by customer service

Booked to go with friends to Eden spa unfortunately caught covid 6 days before the visit As I was unable to get out of bed let alone travel to the spa my friend who booked the trip let the spa know and asked for my visit to be refunded Was told it was not possible to have a refund as we hadn t taken out insurance 20 per guest They instead issued a voucher for 79 We paid 99 per person I queried this and was informed that an admin fee of 20 was deducted I asked how they could justify this charge as a salaried member of staff had merely sent an email containing said voucher After 3 call during the day they finally agreed to reimburse the extra 20 but this has not happened I still feel very angry that I was not given a full refund I physically was unable to attend and as far as I am concerned they are keeping my money under false pretences which they cover themselves by saying it was in their terms and conditions I now have a voucher which doesn t even cover the cost of a return visit

I booked treatments and had not

I booked treatments and had not appreciated I would not be allowed to get a robe or have lunch in between two slots with a three hour wait in between I stayed in my clothes and could only a cup of tea and had travelled some distance I decided to change my afternoon treatment to another date which I couldn t make but have two days notice and was not expecting from their reply that I would have to pay AGAIN for the treatment I wanted to reschedule The email did not say that It surely cannot be right to take your money without providing a service you haven t received and is not what you would expect of a setting you book a treatment for to feel relaxed and have a treat

Heartless

Booked a spa day as part of a group of friends We re spread out around the UK and picked Eden Hall because it was a central point for us all Just found out unexpectedly that I have to have an urgent gynaecological diagnostic procedure two days before the spa day Worst case uterine cancer Hoping it s the best case So I can t go on the spa day due to bleeding from the procedure I explained this over the phone and asked if they could make an exception given the above and refund me the cost of the spa day The rest of our group are still going They said the best they could do would be to reschedule my spa day or give me a voucher for a new spa day less admin fee I explained this doesn t work for me because I don t live locally and the reason we chose Eden Hall was because it was a good meeting point for our group of friends They refused to make an exception in my case I understand that they don t have to give me a refund under the terms and conditions I agreed to But given my unexpected medical issue which has come like a bolt from the blue I m disappointed they aren t sympathetic to my situation by giving a refund in this instance

Awful experience the place was dirty

Awful experience the place was dirty and badly maintained Mold on bathroom ceilings pool area was dirty and hadn t been swept up from the day before so makes you wonder what other things they are not cleaning The outdoor pool was shut with no prior warning while they were having scaffolding put up You would think they would close for a few days while they are doing this with the constant drilling but no there no regard for your experience The treatment we received were nice but there are far better spas in the area that are kept clean

Left without ordered gift vouchers on Christmas Eve

Purchased two spa day gift vouchers on 13th Dec I wanted them delivered to me so I could give them nicely packaged to my daughters on Christmas day instead I m left on Christmas Eve with nothing After speaking to someone at their call centre I have been email the vouchers since I don t have a printer I have no option than to forward them the email on Christmas Day it s hardly the same is it To say I m livid is an understatement I feel upset and disappointed after spending for me what was a lot of money I have visited both Eden Hall and Ragdale Hall in that area and in future know which spa I will be using and it won t be Eden Hall Their Website statesorder before 15th delivered before Christmas

If you re looking for rude staff and rude managers - this is the place

Pool was freezing discussed at work the next day and when I mentioned Eden Hall 2 people asked me if the pool was cold for us too yes it was too cold to venture into This was of course argued by the manager - who said it was 36 degrees I asked her At what time was it 36 degrees and she didn t know in the summer I think was the likely answer Sadly we had cause for complaint on our visit They were clearly very short staffed on the day which led to long waits on food long waits to be seated and no one collecting drinks orders the cocktails didn t arrive until midway through the main course we had to ask for cutlery twice the food came with nothing to eat it with we have to ask for menus then we had to ask to order one waitress was incredibly rude and then low and behold came off duty and sat with us in the spa We reported it at the time and her supervisor said it wasn t the time or the place to discuss it Was left with no other option to finish the day and email the complaint Nobody contacted so I had to chase it with a phonecall Duty manager listened and was empathetic but I misunderstand the offer to return I expected it was on the same package we had initially had ruined - no it was an offer to return but on the very basic package The voucher was not emailed as promised either and I had to chase again When the basic package came through I escalated to the Eden hall manager who was incredibly passive aggressive I m sorry that you were happy and you ve since decided that you re not kind of tones frustrated with the nastiness I escalated the matter to Nerys Managing Director who you will note replies to some of the reviews on here Her response my escalation was nothing short of a school head teacher telling off a child So all in all from waitress to managing director - the staff are rude in descending order The managers are in fact THE rudest It s as though they feel they re superior to you for not good reason There were exceptions I had 2 lovely treatments with nice therapists the welcoming staff were lovely as was the booking agent When we went for treatments whoever checked in asked ah yes you re here for gel nails Everyone had to correct her they just couldn t catch anyone on with that old stunt when everyone had paid already for more expensive treatments Very disappointed manners and empathy are free of charge In fact very little compensation needed to be offered if a pleasant listening ear and empathy is shown However if you have a complaint - take my word for it - there is no point escalating it as the further up you get the more annoyed they are that you dared to want value for your own money and that you have dared to bother them with something so petty as your experience I recommend Ragdale Hall their management are incredible helpful as are the staff I m afraid once this place have your money - they re annoyed you bother to show up And they show it Nerys - please don t trouble yourself to respond to my review - your email was rude enough - happy to cut and paste it here if you re still wanting an argument and to goad your clients

Excellent place

Excellent place service and treatments Beautiful place and people and I will deffo be back

Escape from the outside world

I have used Edenhall as a day guest many times over the years and have always had an exceptional experience the staff are friendly and the facilities are excellent In August 2021 I had the opportunity to put in a 12 month membership at the spa At the time I was exhausted after running businesses and completing an MBA during COVID Edenhall team and their facilities have helped me to regain both balance and head space From their delicious food and drink in the restaurant and on the terrace to the beautiful gardens and outside hot tubs to the pool and heat therapies Edenhall is truly a place to escape the busyness of the outside world I have benefitted from massages and manicures and sometimes escaped by myself and sometimes with friends I can t thank the Edenhall team enough for their excellent customer service I will be back as a day guest again especially once the new spa garden is complete Highly recommend for a day an evening escape or as a member