I was unable to change a booking date without paying a 10% charge (£30)
To then cancel the appointment cost the same fee.
The booking was 6 weeks away, and only made yesterday.
Customer service was unapologetic and rude.

Absolute joke to book, so I've spent my money elsewhere. This was for a wedding anniversary present to my wife and thankfully after reading the other reviews and being number 22 in the queue on the phone (waiting for over 40 minutes), I'm glad I did not waste my money on this place. This is one company that deserves to go out of business.

I have been coming to this spa for the past 10 years and have always enjoyed myself. But not anymore. I have given up trying to get their online booking system to work and from the reviews I have no intention of waiting on the phone for an hour. As other reviewers have said there are plenty of other spas around.

After spending an hour and 10 minutes on the phone waiting in a queue (started at 17th in the queue), we finally got through and spoke to someone. We wanted to book a ‘Time Out’ experience for tomorrow evening but they were fully booked. We asked about the next two weekends but they were also fully booked. Whilst we were on the phone we inquired about a membership. We had spoken to someone previously about a membership who said their computer systems were down so they couldn’t activate a membership for us but promised they would call back in a week. It has now been two weeks! Whilst we were on the phone today we asked about a membership again. The operator ensured us that we could do this online and complete the process and said goodbye. We have just been online, you cannot complete your membership online, you have to fill out your details and submit a form. Still no booking for the spa, STILL no membership. Absolutely shambolic organisation for such an established and expensive business. Very disappointed.

We used to come here for birthday treats and have always enjoyed it. It was one of the best spas around. However, this year I booked over the phone and they took payment by card. However, there has been no email confirmation since, and I've been on call waiting ever since, trying to find out if we are booked in as arranged, or whether they have a system / operator error.

Completely uncontactable.

Beautiful looking place but the food is very disappointing for the prices. I ordered the "crispy" halloumi which was anything but crispy and a very measly portion and then I had the Gurnard Nicoise which was almost ruined by the uncooked egg that was placed on top of the fish. When asked if I enjoyed my lunch, I said it was "ok" and again when I was asked how my day had been when leaving, I said it had been "ok"... no further enquiry from either member of staff.

The showers and toilets are really not in keeping with the luxury feel of the rest of the spa and really need revamping.

The most disappointing part of the day however, is that I was unable to book any treatments due to the constant queue on the booking line beforehand (I was always 10th in the queue no matter what time or day I called) and when I arrived yesterday and asked if they had any availability, I was told they couldn't look anything up or book anything as they were "switching systems". Not a great help for those of us who don't have hours to waste sitting on the telephone.

This was my first trip to the spa and I have to say, I won't be rushing back - there are plenty of other spas around that are not nearly as pricey and offer much better customer service.

Had a day pass and massage and meal
The massage was lovely
The food was great
Coffee and soft drinks were good
BUT WHAT WASN’T GOOD WAS………
The surcharge they put in place
For every drink, every cake, every time you use the restaurant or cafe
So our £8.50 for two pieces of cake came to £24.36!!!!!!!
Beyond cross as we paid £495 for our day trip!!!
Come on nirvana 😡😡😡😡😡😡

We've been numerous times before over the past 10 years or so and this year bought a 6-visit membership. However we have found that the spa is getting busier and busier and although they have expanded certain areas, the jacuzzi's were all full and when we did find one we could share with another couple, it was a lot cooler than it shouldve been. There was a huge queue for the dining room, so we opted for coffee and cake from the drink/snack bar. We then struggled to find somewhere to sit and have it and had to go upstairs with our coffee tray to find space. The ladies showers have also been shrunk considerably in order to fit more in so you can't even hang a towel without it getting wet.
Overall, quite disappointed with the whole experience, especially as we travel nearly an hour to get there. Its hardly likely we'll be using the rest of our membership now based on our experience today.

A friend of mine and I just went to Nirvana Spa for a massage and dinner. We were celebrating my 50th birthday. The experience was completely ruined. The food was appalling. We had to send it back. The drinks were late as they lost the receipt behind the counter. The service was unbelievable bad. The whole experience is over priced. Very disappointing experience

Terrible customer service and the spa treatments are NOT worth booking. 👎🏻👎🏻

I received a 95-minute Warming, Anti-stress, face and body ritual treatment and this treatment certainly did not meet the standard I would expect from Nirvana Spa, especially taking into account that this experience cost £134 plus the £65 ‘time out’ session fee to get into the spa. This was a birthday present completely ruined.

- uncomfortable the entire treatment - no adequate support for head and neck.

- pressure - I received such a light pressure and the massage techniques were rubbish that I didn’t feel I actually had a massage.

- hot stones were used with no pressure and poor technique.

This was supposed to a luxury treatment?!

To sum up my experience I did not find the treatment to be relaxing, I felt far more stressed when I left than when I went in, and I developed a headache afterwards due to the stress of feeling that I did not have a massage.

The treatment manager Nicola didn’t care that I had a terrible experience and refused to refund me. She spoke to the therapist I had and of course they denied all of my complaints. So basically I was told my complaint was my own personal expectations and that I would not receive a refund.

Fabulous customer service. 🙄

The visit was okay. Time to relax at the end of a busy work day, however I waited for a member of staff beyond my booked hydro bed time as they were late to attend to so time wasted stood at the door. Then even more frustrated at the "service" or lack thereof in the restaurant. After asking three members of staff if we could place our order we eventually managed to do so after a long delay. Having ordered salad bar we waited for plates to be given and then we then had such a long wait for any member of staff to offer the second plate that members of our party used their first smaller plate and by this point I had lost my appitite and mood. I therefore paid £19 plus for a small plate of salad. The dining experience took in excess of 90 minutes of our 3 hour spa time. Not ideal and will certainly not be returning. The restaurant was not excessively busy and we had to ask staff to tend to us. To add insult they the put on a service charge! All in all a 3 hour visit costing roughly £95 total, with a lot of time wasted and a small amount of relaxing. Not the ideal birthday treat that was intended.

The website tells you it’s an 8am opening.
Then the call system tells you 9am.
You wait on hold at 09:02 and then get cut off only to have to call back again.

Then you get through only to be told they can’t see any availability of treatments until 09:30.

Truly … what a terrible service and system.
I don’t have all day to mess around with this.

Go elsewhere!

I honestly don’t know why this beautiful spa has bad reviews. I’ve been to a fair few spas both here and abroad in my time and have to say I had a fantastic day at Nirvana yesterday.
The facilities, treatments, staff and food were all brilliant. The only one minor complaint was the hydrotherapy massage bed room was freezing cold so ruined the experience. But apart from that, everything was 5 star. Don’t be put off by bad reviews. Go and enjoy a day of pampering there!

Been a member for a while and the pools are just getting colder and colder. Reception is told and nothing is done even with the price increase it seems they don’t value actual members!

The space is lovely . However the food is bad tasteless over priced rubbish . I’ve Had better hospital food. It was like something you’re serve a child. Utter slop. I’ve been a member 20 years and I’m considering leaving. The staff apologised for two plates of food that came out. That I refused to eat or pay for. They are now charging an 8% service charge also. It was my birthday and to ge honest the food and the lack of just a sorry wasn’t enough. I won’t be eating a main meal there again. Shocking . Very unhappy customer . Bring your own sandwiches !

I was about to join but when I see how they treated a delivery driver I walked out. My partner works for a delivery company and they are targeted on how many drops they complete and are paid per drop. The receptionist on today was extremely rude to the poor man and told him he had to wait in the queue and asked him if he is an idiot. That is no way to speak to anyone. Furthermore it is a ridiculous expectation when he is just needing to get a signature for a parcel and leave to continue with his day. I walked out the minute I heard her speak like that. You should be ashamed that your people treat people that way!

Myself, my sister and my mum decided to treat ourselves to a spa day at Nirvana in Sindlesham. My sister and myself are both nurses and have had 2 extremely busy years working through the pandemic on busy emergency wards. It is our Mums 85th birthday as well so we decided to treat her too.
My sister and mum had their covid passes which they showed at reception. I did a lateral flow test but was unable to register the negative result as my phone was stolen the day before our visit. I took the negative test along with me to Nirvana and explained the situation. I was told anyone could have done the lateral flow test and it might not be mine! The receptionist then reminded me I was supposed to have registered the result on the government website to which I reminded her yet again that due to my phone being stolen, I was unable to do this.
The receptionist then handed me a lateral flow test and told me to go to the car and do another test, this I did. The flow test did not register anything. The receptionist made me repeat this process 4 times, each sitting outside in the car for 20 minutes, it was 5 degrees outside and therefore very cold sitting in the car for 4 lateral flow tests. I did suggest to her that maybe this was a faulty batch(although lateral flows in general are notoriously unreliable). She then said she would consult with the manager. She then appeared with yet another lateral flow test and told me to do another one and wait 20 minutes for the result. I refused to do another one and to sit outside in the freezing cold for yet another 20 minutes. I was told I wouldn't be able to come in. My sister, myself and our Mum asked for our money back and were told by the same receptionist that she would reschedule our visit. We politely declined saying we never ever wished to visit again and that our so called special treat for our mums 85th birthday and for ourselves for working through the pandemic had been completely ruined by people who were quite obviously unable to use their common sense. We are awaiting a full refund. Reading the rest of these awful reviews, we won't hold our breaths for an apology. Completely ruined our day. Common sense has been well and truly buried in this establishment.

Absolutley shocked with how Nirvana treat potential customers and think its acceptable to have just a phone system to book. I was on hold for over 2 and a half hours trying to book for a friends birthday and then got cut off when I was next in the line. I can't remember the last time any other company kept me on hold for this long or any other company where you can't simply book online.

Visited here in Reading for the first time as a birthday gift. Absolutely loved it - each pool offered something different. My favourite was the Floatation Salt pool - the experience of stepping off the step and just floating was quite bizarre yet so enjoyable. The bubble jets were fabulous, and the quiet room was heaven, not just for the quietness but the divine smell.

I didn’t have any treatments, but my skin felt silky smooth and soft afterwards, and strangely felt so tired.

The perfect birthday gift, all thanks to my friend.

Absolutely fuming!!! Have been trying to call this company all week, continually on hold - have held on for over 4 hours in total, finally get through this morning and they hang up on me! If I didn’t have vouchers I certainly wouldn’t go there which is a shame as having been previously it was a lovely experience. Have tried to contact them by email, FB & messenger - nothing 😡