Cliffordhealthclub 

Had a lovely day even booked again when leaving

Not happy my carer was told to leave the spa at the weekend for no reason at all whilst she was in her swimming costume! Treated very unfairly its disturbing behaviour from new spa manager. She told her she is now banned not happy as this means I can no longer go in as can’t go in without her! I’m disabled & want to put in a complaint as she was told it was David Weat who has banned her but she has never met David West. Want to speak to him to give me the reason. I have the right to know as she is my carer!
Also was told Mark Clifford is now a consultant in the business & now getting paid after going bankrupt & owing £8 million to creditors. This has got to be wrong!

I need answers as to why this happened to my carer as she has done nothing wrong she offered to pay for yearly or life time membership but staff told her not to worry & that she can continue to come In with different people as long as they are life time members. Recordings will prove this & I am a witness to this as I was there when she asked again.
I feel this is discrimination possibly Race as she is always helpful to everyone while at the spa she is carer for another friend too! I am angry & I feel this has violated my disability rights under the uk Equality Act 2010.

I HAVE SENT 6 EMAILS TO THE NON EXISTENT CUSTOMER SERVICES & HAVE STILL NOT RECEIVED A REPLY

I made a booking on the 23rd February (I was on hold for over 45 minutes until the call was answered) for 4 people, each with a 90 minute treatment for Saturday 9th May.

I rang up on the evening of Wednesday 6th May to confirm the booking and what time our treatments would be as I hadn't received any notification. I was told that the booking was all correct and that I would receive an email the day before with our treatment times. This never arrived!

On Saturday morning whilst on the train at 10.25am I was left a voicemail to say that because of staffing issues we ,they could only offer a reduced length treatment. After getting off the train I tried to phone the Spa but it was engaged again and from past experience how long it takes for someone to come back to me I would discuss the issue when we arrived. I actually received a text message on Sunday 10th May at 18.54 to say that they had, had a missed call.

We arrived at 1.20pm to be told that the treatment time was at 1.10pm and that if we went straight in some of us may possibly get 10 minutes. Considering we had booked and paid only on the basis that it was 90 minutes treatment offer, this is not what was offered on the day. Surely, the staff shortages would have been known before the day and not at 10.25am the same day. We had a similar the experience last time we visited and had reduced treatment times.

The day was to celebrate a friends special birthday and we had to book train tickets and a hotel for the night all because we were looking forward to the spa day. We have all been left very disappointed.

The communication has been terrible and we decided that as we were not being offered the deal that we had paid for I requested a refund from Sadie on reception. I was informed that refunds could not be done on the premises and that I would need to contact customer services.

Please can you arrange a full refund of £198.00 at your very earliest convenience.

I look forward to hearing from you.

AVOID!!! the experience I had on 6th July was shocking!
This is the worst so-called Spa day I have ever experienced. It started 5 mins before arriving at the location to be told our 2 treatment times had been changed. The hydration pool had black bits floating around it and when a few people complained, it was ignored. The foot spa’s were dirty. The floors are dirty, the stairs are disgustingly filthy. The “lunch” was a joke…… dry bread sandwiches of egg mayo, soft cheese and cucumber, tuna. The drinks provided were warm. If you are expecting Prosecco, they don’t have a licence to serve it even tho it’s listed everywhere. Back and head massage…… joke. The girls had absolutely no idea. Oil rubbed into the back and hair and time was reduced and we were advised to come back for last 15 minutes. WTAF.
Just disgusting. Save your money guys!

Myself and my 3 children visited for a special birthday treat and left early in utter disappointment.

On arrival we hired robes, at £9 each these were below standard, they smelt unclean, were tatty and substandard. Particularly at that price.

The treatment rooms were tatty, and cold.

On to afternoon tea where we had to return sandwiches with hair in them. The sandwiches were awful tasting.

As for the spa facilities, I burned my feet on how hot the foot spa was, I don't believe that meets safety standards? We spent 2 minutes in the jacuzzi and had to get out due to gunk and goodness knows what else was in there, it was disgusting. We thought we would try the one in the main pool - but that had clumps of hair and more gunk in it as well as tiles missing and scratching arms and legs.

We could barely get in any of the steam or spa rooms due to the sheer volume of people you cram in to the place.

The whole experience was awful, and this is my 4th and final visit.

Me and my mum visited on the 4th July 2026, we had a lovely time all the staff were incredibly friendly and our 90 minute massage including hot stones on the back, facial, head/scalp massage. This is the 3rd time we have come and each time we have purchased a offer package. And this time we did the same.

We visited Regent Health Club and Spa on 13 June 2026 for what was meant to be a special celebration, but unfortunately the experience was extremely disappointing.

There were delays and confusion surrounding our booking from the moment we arrived. The treatments did not meet expectations, several facilities were either unavailable or not in the condition we had anticipated, and the overall cleanliness and atmosphere of the spa fell well below the standard advertised. The afternoon tea experience was also underwhelming, and there was confusion regarding items that were supposed to be included in our package, including robes and Prosecco.

What was most frustrating was that, after raising these concerns directly with the spa, they acknowledged many of the issues we experienced and apologised for them, yet refused to offer any refund or meaningful resolution, relying solely on their non-refundable terms and conditions.

We travelled a considerable distance for this visit and had chosen this spa for a special occasion, so the overall experience was very upsetting. I rarely leave negative reviews, but I feel it is important that other customers are aware of our experience before booking.

Every time I book a members massage they cancel it (3rd one canceled today becuase of lack of staff yet again). Today, when I went to reception to ask what was going off and to rebook it, I was told we now had to buy credits for any backdated massages for last year. When I asked when this had changed, I was told its always been this way, quite rudely, by a lady on reception. I went to complain about her attitude and another member of staff (who was lovely) apologised and said they had got told that this policy had started from March this year. Maybe transparency would work well for those who genuinely want this place to not fail! No email has gone out or announcement about this.

They falsely sell you a package and then don’t reply to you!! Been waiting months.
Absolutely scam of a company, DO NOT BOOK WITH THEM!!!!!

We have been to quite a lot of spas across the UK and can honestly we have never been to one quite as bad as this. We had a gift voucher that was already cancelled once, so we were really looking forward to it.

As soon as we stepped in, we knew it would be horrible. The whole place was overcrowded. There was an actual Que for one of the saunas. People waiting to get into the pool too, as that was rammed. They were by far insanely overbooked, and by the reviews, seems like this wasn’t a one off.

But by far the biggest let down was the hygiene. It still makes me cringe thinking about it now. Everywhere is filthy. Flies in the toilets and faeces across the loo. I notified a member of the cafe staff, asking if there was another toilet as this one was filthy, and she just said no and then just apologised for it being dirty. Didn’t seem concerned it was dirty or offer to check it/get someone to check/clean it. The disabled toilet was also ‘out of order’, which I think actually isn’t allowed, as where would those who need it go!?

As it was so packed and filthy, we had our (mid) afternoon tea and sat in the cafe for 3 and a half hours until our treatment. So didn’t even use the facilities.

Then onto the treatment. The waiting area looks strange as it is, then the treatment rooms are all worse for wear too. The beds were all ripped and towels looked old and dirty. I genuinely thought it couldn’t get worse than the spa facilities, but I was wrong. The treatment itself was terrible. They were late taking us up, then took 10 minutes on what should have been a 25 minute treatment time. But that honestly didn’t bother me as the treatment was horrible. As other reviews say, it’s literally like a tickle or back rub. Never once asked if the pressure was ok. No actual massage. My masseuse actually used one hand throughout the whole treatment weirdly, which I noticed. It was like she couldn’t be bothered as it was the end of the day. They then finished the treatment and spent 5 minutes trying to convince us to purchase another spa package at a discount rate, with a rehearsed speech about the offer. Never had that before after a massage, or what was supposed to be a massage.

Not even going to bother complaint, as by the looks of things they never answer emails.

Also- take a look at some of their review replies. They have actually forgot to delete the ai bits, where it tells them how to reply lol.

We used this place several times when it was clifford health spa. Since it changed its worse than ever. Been waiting months for a reply to our 3 complaints still ignored. We attempted to book our spa day We already paid for with clifford for them to try to change us each an "admin fee" and we have not been able to book this as we refused to pay it. They have breached trading standards and would advise everyone to contact them and citizen advice. They have a duty to honour the bookings.

It seems strange they are in debt. Have a fire then want to charge everyone an admin fee to book.

We are owed a 50 minute treatment because our last visit was for a 90 minute treatment but they could only honour a 40 minutes due to staffing. We have been promised our 50on ourcreturn but wont allow us to book as we refuse to pay the admin fee.

Im absolutely disgusted by the way i have been treated by this club. Here is what happened...

I contacted them about my membership. On February 2nd my 15 year old son took my fob as well as my other sons fob and my partners fob without asking and used the gym facilities.
Mark, without any questions or hesitation terminated all three memberships. I was a paid lifetime member. I pay a yearly membership for my son and monthly for my partner.
I work away on a ship at sea for months at a time and my partner is a teacher so neither of us were home. The fobs were in our house in what we thought was a safe place. My youngest son took the fobs without us knowing and him and his friends went and used the gym..
I had been a member of the gym for over 10 years with no problems what so ever. I tried to reason with Mark and told him as a solution I would buy my son (the one that took the fobs) his own membership and pay for his session he did with his 2 friends. I thought it seemed a shame for them as a business to lose 3 members (potentially 4 including the new one) for the sake of a 15 year old boys silly mistake. It feels especially harsh on me who was away working at sea at the time.
Im was hoping someone in the new management would have some decency and humanity. As I mentioned, I work away a lot and the gym is a massive help for my physical and mental health. Also, surely im the best kind of member.. im away over half the year... my partner uses the spa facilities maybe 5 times per year and my son hardly uses his either.
I was hoping that someone could have had a look at this and reinstated our memberships. I offered buy my other son his own membership and we had strong words with him also. Absolutely shocking treatment of its members. I would have thought they would have had a word with me about keeping our fobs safe perhaps.

I had an extremely disappointing experience at Cliffords Spa / The Regent Spa Club on 10 April 2026, which completely ruined what was meant to be a birthday treat.

I booked using a Cliffords voucher for my birthday (4 April), and during the phone booking I was told our slot would be 9am–2pm. I also informed them that my partner and I are Muslim and requested vegetarian options, for which I was unexpectedly charged an extra fee. I was told I would receive a confirmation email with treatment times and afternoon tea details—but this never arrived.

The day before, I tried multiple times to contact them via phone, WhatsApp, and their website chat, but received no response at all. I had to call again early on the morning of our booking just to confirm details.

When we arrived, things got worse. We had to pay extra for robes, and then we were told—without any prior notice—that our treatments had been changed. Instead of 90-minute treatments together, we were given separate times and reduced to 50 minutes due to staff shortages. The receptionist even admitted we should have been informed, but no one contacted us.

Despite this, we reluctantly stayed after being told refunds were not possible (only a potential voucher). I asked to speak to a manager, but none was available.

My treatment itself was actually good and lasted the full 90 minutes, but this led to a shocking situation for my partner. Due to clear miscommunication between staff, he waited around 40 minutes only to be told he could no longer receive any treatment at all because I had taken the full slot. This was completely unacceptable and not our fault in any way.

At that point, we decided to leave. We didn’t even stay for the afternoon tea because the experience had already been ruined. When we spoke to the operational manager, Gareth, he said he couldn’t issue a refund directly but would escalate it to customer service. I emailed customer service immediately once we left, still awaiting a response.

Overall, this experience was far below standard:
- No communication or confirmation email
- Impossible to reach customer service
- Last-minute changes with no notice
- Poor organisation and staff miscommunication
- One guest receiving no treatment at all
- Unexpected additional charges

This was meant to be a relaxing birthday experience, but it turned into a frustrating and upsetting ordeal. I would not recommend this spa based on our experience.

Had a fabulous relaxing day here. Really enjoyed our afternoon. It was lovely to have some time to ourselves without phones etc. The treatments were great. Would recommend the facial and back and neck massage. Have rebooked

Would like to give a no star rating. Reputation has gone downhill you may as well say underground. Went for friend birthday treat. On morning of travel told 50 min treatments would be cut to 25 due to staff sickness and we could comeback on another occasion. Treatments not together as two doubles in group of 4 as expected, afternoon tea not too shabby however I noticed the maintenance and cleanliness was not as good or decent as first visit a couple years ago. Treatment was not very good by all account and for one not very relaxing at all as the therapist asked to turn of the music as it was doing her head in, f'ing and jeffing about how tired she was and then had the gall to disappear leaving me sat there for 30 minutes after the first 2 pals had their unforgettable experiences (not for good reasons), and the 3rd of us had gone in a room with their therapist. No one thought to check with me until it was too late. When calling and emailing to complain and possible refund, no manager available and no response. Appalling customer service. They must have gotten to greedy. Despite arriving 15 minutes ahead, we experienced delays and poor service at the front desk. I arrived at 20:15, completed the form, and waited with my friend. The receptionist was uncommunicative and dismissive in her demeanor.
The desk staff failed to check that the therapist (Angela) who was allocated to me actually came to collect me. I waited and no one appeared; the receptionist left to go upstairs and did not return or inform Angela that I was waiting. One friend’s treatment was shortened and when she queried this she was ignored. Another friend’s treatment didn’t begin until approximately 20:40 after oils were refilled.
Other staff members were courteous and apologetic however shift manager had left conveniently. Unfortunately the front‐desk service and management of the scheduling marred the experience

cam scam scam dont book anything there. Me and my girlfriend booked a spa day and when we got there we were told that there had been a fire in spa in January and that we should have received an email which we did not, also that cliffard health spa and club had been liquidated and that regents health had taken over. So cliffards heath were selling spa days packages knowing that they were going bust and I assume regent new about this and didnt want to honour the packages so say they had a fire. Its all suspicious to me

I attended Clifford health spa yesterday 8th Jan 2026.
I booked a spa day for Myself and my granddaughter (not on groupon ) ,
We both chose to have a facial, as I had been before and said how nice it was . Unfortunately this experience was not the same . The treatment was nothing like a facial I have ever experienced which was upsetting as I had treated my granddaughter for her birthday.
The two therapists didn't even start the treatments together , my granddaughter's therapist was clattering around at the back whilst my treatment had started?!!
I had 3 applications of something , felt exactly the same product, rubbed in and then a final liquid applied and that was it !! No exfoliating and nothing like before. I felt it was not for the full allocated time is it seemed to be over very quickly.
My granddaughter has not had a facial before so did not know what to expect, but she was not impressed, its hardly not very professional to hang towels on the lights to make it dark ? !!! It seemed very back street ...
This experience spoilt the very nice day we had up until this treatment. However I would also like to mention you have a relaxation area upstairs with 14 relaxation beds but ONLY 4 beds working , and also was unable to find 2 beds together downstairs that were working.
I have used your spa with my sister before and had the best facial experience ...why are your therapists not all working in the same way ?

Very disappointed

Place is a disgusting mess of a spa! Filthy changing rooms, urine all over the male toilet floors, more steam rooms out of order than working ones, the ones that work are never up to a good temperature and all have a damp, mildew and mouldy smell none have a nice fragrance. The 50 minute massage we got was 20 minutes and despite raising this with multiple emails, I've still had no response over a month later!
The afternoon tea you get is a joke, we were made to stand waiting for 20 minutes despite being booked in for that rime slot. The quality of the food in 1 out of 10 and the coffee is instant and tastes horrible.
The serving staff tried their best and deserve credit, despite their obviously appalling management team that run the place on far too lower staff to cope with the volume of people. Place was always a bit rough round the edges and you get what you pay for, but this last experience is my last as this is just rock bottom. And now they've had a fire which highlights that the place is not being managed well and that they cut corners with costs and maintenance

If I could give this place zero stars, I would. Avoid at all costs.
We travelled specifically for a spa day that was meant to include full use of the facilities, a treatment, and afternoon tea. From the moment we arrived, it was a disaster. We were refused entry for over an hour due to a supposed “gas leak,” leaving us — along with many other guests — standing outside in the rain. When we were finally allowed in, the reception staff were cold, unapologetic, and offered no explanation or compensation for the lost time.
The facilities were appalling. They were visibly dirty, with floating skin and bodily residue in the water. The stone beds weren’t warm, several rooms were out of order, and overall hygiene standards were shockingly poor.
The treatments were just as bad. Ours was cut short, cheap products were used, and the therapist appeared unqualified — the entire treatment felt improvised and unprofessional.
As for afternoon tea, it was the final insult: dry, low-quality food served on plastic plates and cups, completely unworthy of being called “afternoon tea.”
This was a complete waste of money and time. Do not bother booking — you will be sorely disappointed.

Lovely morning. Our group had been split for the treatments but when we asked this to be changed, we were all changed to the same time.
Steam rooms and saunas lovely.
Food nothing special but was fine.
Very good for the cost.