Champneys Henlow

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Such poor service from start to finish. I was charged £250 for a day spa which was supposed to include lunch, afternoon tea, a facial and access to the spa, classes and gym. For that price, I expected a day in a premium spa. Instead, I can only describe the experience as close to what I imagine it would be like to be on an all day P&O cruise surrounded by ‘active pensioners’ where you end up walking the corridors and handling everything in the gift shop and seeing how many paper cups of cucumber water you can drink just entertain yourself. The place is so overpopulated with local gym goers and what look like ‘corporate days out’ there isn’t actually anywhere to sit and chill out. The whole place is also so bizarrely laid out and poorly signposted. When you arrive at reception, you’re given a rubber wrist band (you’ll work out later this is for using the lockers) and a bit of card with what is supposed to be your name on it. Mine said Elzbe and despite me telling them my name is Lizzie they just ignored me. There is no map or welcome pack, just a random bag with a pen in it. It’s down to pot luck or your own level of enthusiasm as to whether you find the gym or an exercise class or other ‘facilities’. I did pass some older woman doing hula-hooping in the afternoon with what I presume was a gym instructor, but didn’t fancy it. Lunch was a hot (although was actually cold) and cold buffet style. Really tasteless and boring, half a jacket potato and some random ‘salads’ which were basically individual contents of tins decanted into bowls. After lunch I had a brief swim in their pool I found their steam room hidden in the women’s changing room. This was probably the highlight of the day as it was a fairly decent temperature and was empty. However, despite there being a number of both male and female staff wondering around the women’s changing rooms, none of the shampoo or conditioner bottles had been filled up so it wasn’t possible to have a proper shower. You have to book for the afternoon tea and mine was at 3. I arrived on time and the two people working there didn’t seem to be expecting me. They told me to sit down, but didn’t bring the afternoon tea until 3:45. I told the guy my facial was at 4pm and he said he would be back with a takeaway box. Quite random and also rude as he never came back. Instead, I had to ask the lady for a bag and she handed me a huge roll of cling film. See photo of my afternoon tea just left of the table and my attempt to cling film the cake plate. So embarrassing. I then had to carry my afternoon tea covered in cling film to my facial, which then started late because they were looking for an ‘Elzbe’. Somehow they still hadn’t twigged that isn’t actually a name. The girl who eventually did my facial was nice and gave me a free ‘eye mask’ probably worth about £2 as compensation for the problems in day. After that I left and took down the email of the manager in case I could be bothered to email him my feedback. W

Terrible experience - so excited to spend a lovely spa weekend with my best friend. We was SO disappointed and will NOT return. The moment we arrived the greeting was cold & unwelcoming- we was then told the main pool was shut and hoping to open after lunch. The pool did reopen after lunch however pool and hot tub was cold due to them balancing the chemicals. Facilities are tired, run down & dated. The next day we got up and had 3/3 hot tubs/ hydro pools NOT working. This is when we became very frustrated. We never moan or complain but fed up spending a large amount of money for a night stay for most of the facilities NOT working. We spoke to the manager who was helpful & ensured us he would find us later to help find a solution & guess what. He saw us on 3 separate occasions after this & did not say a word. We decided to leave early on the Sunday as we was fed up/ bored of being there. We was not the only people asking for extra towels, asking staff to heat up the hot tubs as they were lukewarm. I will certainly not be returning to any champneys spas as to be quite honest there was NOTHING relaxing there. Very very disappointed.

Absolutely filthy. Cold tubs instead of hot tubs, broken saunas, dirty cups, dirty floors, broken lockers. (A male worker walked into the ladies changing rooms while I was topless getting changed to help another lady use the locker) completely terrible. We have been to 2 other champneys resorts this is by far the worst, we absolutely will not be returning.

Extremely disappointed by the staff and service in area where buffet is offered. Rude and abrupt as if we are causing hassle. Younger staff were worse and don’t seem to know what they are doing. Drinks come from pre made. They do not check again to see if everything is ok. Not worth the money.

Wow and wow again, what can I say another amazing stay at champneys Henlow, As always an amazing welcome i arrived at reception Greeted by charming staff on reception where nothing is too much trouble, This place is truly magical and relaxing as soon as you step in the door. It truly is a breath of fresh air these days to walk into such an environment and just feel special and pampered by amazing staff in all areas of the business. But i would just like to name a few Jodie, Iris. Andrew and Tegan. Thank you for going above and beyond to make my stay so special 5 Star. Also the Gentleman Maitre d' in the restaurant and the lovely lady doing lunch/breakfast service for great attention to detail amazing service - all a true asset to champney's team at Henlow, Thank you all again and will be seen you in January, kind regards Lee 🤗