Bannatyne Health Club & Spa

Positive experience: Had a spa day for 2 booked with treatments. Treatments were first class, very enjoyable, thank you ladies. Food in restaurant good and great service. BUT the facilities let us down, did not appear to be able to cope with the influx of people. Pool area very crowded, steam room out of order and people were queuing for jacuzzi, sauna and for beds around the pool. No water available in reception or upstairs, coffee machine not working in the bar, so no coffee or hot chocolate. Upstairs all relaxation rooms full. Such a shame!!

Fantastic experience: Amazing as always and If you are vegetarian curious then definitely give it a try. The lamb burger and Cajun mushroom dishes were delicious.

Fantastic experience: I had a lovely back massage by Lily J. She really listened to my area of concerns and you can tell she enjoys what she does.

Negative experience: So booked as a treat for my friend for his birthday… got a call to say they had to change times of our treatments by half an hour due to staff sickness not to much of an issue…. We check in they charge £45 for towel and robe hire you get £15 back absolutely ridiculous!!! Young girl on desk got our treatments wrong and said we weren’t having them together so we asked for it to be changed she didn’t mention anything about a time change said our lunch was booked at 1:45 which I found odd we got there at 11… we used the spa which is very basic steam room sauna one jacuzzi and cold swimming pool. We were hungry so went to the desk and asked to have lunch sooner. Told to ask at the bar lad behind bar rude not interested in us at all almost looked annoyed that we asked even though there was plenty of tables free. Food was delicious so that was a bonus! We finished up and went up for our treatments couldn’t remember where to go so went back to the desk and asked. We were then told the treatments were changed back to one o’clock so we had missed them! She fitted us in again at 2 but I was told that my 45 minute treatment would now only be 30 minutes long Weren’t happy but went up waited til 2:05 two ladies came and got us had the treatments very nice although listening to the ladies whispering whilst giving our facials wasn’t very professional made us feel quite uncomfortable I was out by 2:25 and my Friend was out by 2:35 so the 45 minute treatment didn’t happen! For what I paid for the whole thing rather disappointed won’t be returning

Negative experience: The spa itself is in a beautiful location. However, it is impossible to get any sort of customer service. Been trying to call the spa multiple times since yesterday morning to enquire more details regarding a package deal, but no one picked up. A lovely man, David from the health club has picked up instead and left a note with the spa receptionists asking to call me back ASAP. It’s been 24 hours and still nothing. I tried calling again and no one’s picking up. Does anyone even look at the phone? I understand it is busy. However, I tried calling at various hours of the day, and a note was left with my number to call me back on.

Fantastic experience: Visted for my first ever spa day. I had 3 treatments, one of them being a back and shoulder massage, the lady mostly focused on my shoulders which was where my points of tension mainly were. I left there feeling relaxed and like I had a new set of shoulders, can highly recommend. Other spa facilities fantastic too, most of the time was spent in the sauna.

Negative experience: This spa day was the worst i have ever experienced , Why do you charge £30 per person deposit for robe and towel hire , apparently you get flipflops and bag but only £ 15 refunded! why would I want to pay 15 for a bag and flip flops . EVERY other spa ive been to , supplies robe and towels FREE . Needless to say my friend and I took our own robes and towels. Our spa day voucher was for afternoon tea and a 25 minute treatment a bodyscrub. The "afternoon tea" consists of 1 scone and a drink. Lunch had a booked slot time and we waitged 45 minutes from ordering to getting our meal - 2 salads we were told the delay was becasue it takes 25 mins to cook the chicken for the salad guess the other 20 mins was to cook the fries? Very basic menu and very expensive. The treatment was the fastest ive ever known, on the table and done in 15 minutes , the "treatment time " includes taking you to the room getting undresed and getting dressed. The body scrub was so fast, no HOT mits to remove the scrub it was cool mits and brushed off quickly , then body cream not oils applied in a flash, and thats it done. I love Elemis products but I know for a fact it was not Frangipan oils used , although this was written as the recomendation on the paper i was given. I got dressed and still had bits of body scrub on me! When we left and handed in our wrist bands , the recpetionsists were too busy laughing and chatting to each other to bother asking if we had enjoyed our day. Never again would i ever go to Bannantyne Spa at Bury St Edmunds. Go to Aqaua Sana and Whitlebury Hall for a real luxurious spa day where you dont pay for towels and robes, not charged extorionate prices for basic food and the staff actually care aboujt the guest experience. Duncan Bannantyne pay a vist to this spa and experience it for yourself.

Positive experience: Unnecessarily rude older lady on the front gym/spa desk. Seems a jobsworth. Younger girl extremely helpful though

Fantastic experience: Although I've been there for multiple Spa days which were incredible albeit busy, my experience today waking up with a crick in my neck, Claire at reception was amazing and understanding and sorted a last minute appointment with Gabriel who sorted me out. He had firm pressure and was incredible!!! Magic hands! I had the added benefit of a 50% off! Thank yall so much

Negative experience: I had an extremely disappointing experience with Bannatyne Spa, both with their service and communication. After my friend arranged our spa day, she also in my behalf cancelled my original booking so we could go together and was assured by the receptionist a refund of the outstanding amount would be arranged. On the day of the spa day, I checked with the receptionist and found the original booking was still on the system. Informed the receptionist what was said and she told me she would get the manager to arrange the refund. My understanding from this was both receptionists assured me that my original appointment would be cancelled and a refund would be issued. I had to spend three days chasing the refund, and despite the issue being escalated to the manager, I never received any direct communication from them. Instead, it was all back and forth with the reception team, leading to further frustration. I was eventually asked to send an email, with a promise the manager would contact me. This, again, never happened. After an investigation, I was informed that due to their terms and conditions, they couldn’t refund me, despite being given misinformation by their own staff. Rather than taking responsibility for their poor communication and the reception team's misinformation, they offered me a "goodwill" appointment, which frankly felt like an empty gesture. At this point, the stress and lack of professionalism have made me want nothing to do with the appointment. To top it all off, my actual spa treatment on the day was uncomfortable and unenjoyable. The masseuse, who was short and overweight, spent a large part of the massage with her chest uncomfortably pressing against my head. It made the experience incredibly awkward and not at all relaxing. Overall, Bannatyne Spa offers poor customer service, lacks clear communication, and causes more stress than relaxation. I wouldn't recommend it. You’re better off going somewhere else.

Fantastic experience: We had a great time at Bannatyne. Everything went well: ample parking, lovely staff, clean changing rooms (they have powerful hairdryers and a spin dryer too!), big pool, hot tub, ice bath, sauna and steam room. We had a treatment each and we both enjoyed it very much. We will definitely come back

Fantastic experience: Enjoyed my day there only thing that was disappointing at poolside no where to sit towels on beds but people not on them as im in 70s would of been nice to sit a while to relax

Positive experience: Had a great day The pool area looks like it had a bit of a refurb, The massages were lovely with an added bonus of having a massage in the same room as my wife. The restaurant is just okay( no real welcome no check back no atmosphere ) afternoon tea was better than previous lunches

Positive experience: Lovely and relaxing place, don't forget the heated bed room upstairs that lots don't know about. We hadn't been given our locker bands so that was confusing and then the gym desk helped us. Also the front desk was closed when we left but we went to the gym desk with our receipt for the refund of the towels and dressing gowns. Don't forget to do this otherwise you loose £15 per person. We had afternoon tea which was lovely although we kept looking for staff to have a tea refill and no one was around. Take a water bottle as you can refill it at the points, we forgot so used their cups and when we asked for the main bottle dispenser to be refilled near the reception they took it away and it never came back, so we refilled at the pool.

Negative experience: We had booked a spa day, treatments were amazing. Ladies were really friendly. Downsides, * pool was really cold, didn't stay in there, a few other people had noticed it too. Had mentioned this to the lady on reception but didn't seem to bothered. Just said she'll look into it... * No shampoo/ conditioner in the changing rooms. (Normally these are provided) * £30 robe hire!!!!!! And you pay £15 hire charge that you get refunded. Total was £45!! Can't believe how they can charge you £30 to use robe and slippers!!!!!!!! Absolutely disgusting! Certainly will be bringing my own next time! All other spa's are normally complementary!

Fantastic experience: Charged my electric car here, the staff were really nice and pleasant and super helpful. If I were able to go to a gym this is a place I'd really think about going to

Fantastic experience: Once you're inside you can forget where you are. It's a lovely experience. Can't wait to go back.

Fantastic experience: Very nice and clean place. We had a voucher for spa day for two with 3 treatments. Sauna and pool facilities are also good quality. Just remember to bring your own robe and slippers.

Positive experience: Lovely time chilling by the pool and spa, only wish you could have a glass of wine while you chill, afternoon tea was lovely too!

Negative experience: Apart from a lovely therapist and good food in the premises, I would say it was a pretty disappointing experience and I will definitely never to go any of the Bannatyne Spas. Some of the issues encountered: - No clear signage; - The reception first confused me by directing me to the treatment rooms, then seeing my confused face asked if this was my first time; - I was charged for something I didn't get- the transaction appeared the day after; -Someone stole my sunglasses I left in the Bannatyne branded bag; i left it for maybe 5 minutes unattended; -When I attended my treatment, because of lack of clear signage I was a bit lost and I stood in an area where two therapists were just chatting away, didn't even acknowledge me and after standing there for a few minutes I asked if they could help, and one of them reluctantly indicated the waiting area and continued chatting away with her friend; - facilities themselves are ok but some areas looked a bit tired and worn out; - when I asked the waiter to speak a bit slower he adopted a condescending manner and asked if I understood what V as for Vegan means when he was explaining the menu- I was astounded; -The therapist was lovely and that was the best thing about a rather disappointing experience.

Negative experience: On arrival yesterday at 1.35 pm I was met by a therapist as I was standing at the reception desk who rudely told me I was late and because of this it had eaten into MY treatment time, talking to me like a naughty child, it was not the welcome I had expected and was also very embarrassing as there were other people in the reception area who heard her telling me off, There was no way she was going to listen to me when I said, I’m not late I’m 35 minutes early, which the booking confirmation email confirmed my treatment was at 2pm - she proceeded to walk off through to the treatment area with me rushing behind and at the station she told me to pick my colour and sit down. Very few words were spoken after that request and She commenced my pedicure, it wasn’t the full treatment time I had paid for and was an experience i would not repeat nor recommend to anyone thinking of going to Bannatynes Bury St Edmunds.

Negative experience: A very disappointing visit to Bannatyne today for a wellness package. I was very disappointed by the atmosphere of the facility and received extremely poor client service.

Fantastic experience: The most incredible place to visit and to relax. Right from the second we turned up to a stunning building and extremely helpful staff. Claire on reception explained everything thoroughly. We had full access to the spa, sauna, pool and steam room. Georgia was one of many talented staff offering massages managing to really help with the aches and pains that I had in my back. We stayed for afternoon tea and a glass of Prosecco which was amazing too. Highly recommend to anyone!

Fantastic experience: 2nd time returning as our treatments were cancelled the first time due to staffing problems. What a wonderful day we had, not busy very relaxing, friendly welcome from Jane at reception (and Lillie), restaurant, Sam was friendly and welcoming as before, food was nice tasty and hot. Treatments facial and back massage were ok but felt a bit rushed, didn’t say what products were being used but written down on a 10% off voucher to make a purchase after. Definitely recommend and would return again well done to all staff

Fantastic experience: Great place? Booked in for a facial and a massage which was spot on. Lovely old building and very helpful staff. The only thing I could really mean about was you had to ask for the 2-4-1 cocktails. Would highly recommend

Fantastic experience: Set within a Lovely location, welcoming and helpful staff. Carl on reception at the gym was notably attentive and friendly. Definitely visit again!

Negative experience: I booked for a treatment and I can honestly say the experience was the worse I have had at any spa. I got to the reception to be informed they had moved my appointment to a later time without warning. I then had to sit for 30 min listening to the receptionists slagging off clients and how stupid they are. The treatment was poor and should have been described as express than luxury. Bannatyne you need to up your game and train your staff!

Negative experience: Took my partner to have her nails done which cost £25 when I met her afterwards she was very upset with the quality and state of her nails. They were chipped poorly painted and some entirely broken. We were then told it would cost another £28 because they had to remove the existing gel. Young girl who did this clearly needs more training and supervision never again very very disappointed

Negative experience: Absolutely shocking customer service I singed up April went for around a month then decided I wanted to cancel but sneakily in there terms and conditions you have to pay for a whole year even though your cancelled your membership so make sure you read these terms and conditions before even thinking of joining this gym

Negative experience: Booked spa break for my wife and step daughter. They arrived being told treatments were all moved around due to staff shortage then closed the pool leaving a busy place with barely anything to do. A lot of money for a basic service

Negative experience: Far too many members!! Add to that the day Spa visitors & only the 2 tiny studios, there simply is not enough space for classes & the booking system is a nightmare. Now, aqua classes are being cut so that Spa visitors do not miss 45 minutes of swimming availability. The really frustrating fact is that Bannatyne is constantly looking for new members to join what is a woefully overly overly subscribed facility already. Basically, they just want to maximise income, even though they know there are thousands of existing members & they acknowledge they are way oversubscribed!! Money is clearly more important than providing a facility where thousands of members can reasonably access classes.

Positive experience: The staff are very very friendly and do a great job! Well done staff! The facilities are what let's this place down. There isn't much to do and you get bored. Every single seat outside doesn't have a cushion so no comfortable seating outside. The only cushioned seats are inside the bar and reception area which is a let down. The quite areas and steam rooms are good however you feel like your boxed in. I realise you can't make the place bigger but you can use more of the rooms that seemed empty or for staff. By adding a area like a book nook and a audio area it would allow people to do what they find relaxing. By adding cushioned seats and big cuddle sofas outside etc it would allow people to spread out and relax without everyone being in one place.

Negative experience: Upon arrival we both felt that £15 each to rent a towel and robe was to much money, £10 feels more of the right price and then the pointless £15 deposit made utterly no sense as you do not return the rental items to the desk that you get the refund back from, it all just felt a bit backwards. We were not informed of where to take the robes and towels once we were done so walked out and the alarm went off making it feel as if we had done something wrong when we were simply trying to get back to return them. The massage experiance was nice but my partner was more being stroked by the person doing it rather than acctually having a massage, also when they were applying the finishing cream they opened the cap and it was very loud and took us both out of the experiance, and then when they washed their hands and arms in the room it really took us out of the zen state we were hoping for and I felt it just ruined it. Pool fascilities were nice and enjoyable. The food in the resturant was awful and massivly over priced, I had a pizza that cost £17 and some how felt under and over cooked at the same time, and the fish and chip special was also laking in any flavour, the waitress basicly dumped our food on the table and just walked away not asking if we would like any condiments meaning I had to stop another waitress from doing her job to ask for some, not once did we get asked how our meal was and we felt very let down with this too as we would have mentioned these things. Upon returning our wrist bands again we were not asked about how we found our time there and it just felt almost as if we were not welcomed there because of our age and looks. For the price we paid it scraped by as acceptable, but we will be looking else where for our next spa day.

Positive experience: Beautiful building, great spa facilities and gym. Pool and poolside get very busy during busy periods at the weekend. No beds or chairs available during my last visit.

Negative experience: Persistently unimpressive. 1- Venue- the building itself is fine, the gym while equipped is small and cramped. The weights/ resistance classes regularly take up half the gym preventing others working out as there is not an allotted space for them (there are some rooms upstairs but this makes no difference). The pool is aesthetically pleasing but small. Regularly there is no room to swim for all the people in it milling around. 2- Staff- in the whole 2 years I have been with the spa only once has anyone picked up the phone when I had a question. In person the majority of them are very nice. There is no lifeguard. Occasionally someone comes to check the PH of the water but that’s about it. The yoga instructor is very limited in her understanding of the practise and what serves what purpose. (She also doesn’t appreciate when anyone has any higher education in it either and seeks to belittle them in the class). If you are unquestioning and/ or a beginner the class may be fine for you. (Staff/ Safety - last year I was severely concussed at the spa. This was because the showers were allowed to run freezing cold next to the sauna which when experienced post sauna resulted in my going into shock and cracking my head on the tile floor. 1, the showers next to a sauna shouldn’t be able to run that cold for exactly this reason. 2, there were no staff present to administer immediate first aid, instead someone in the pool went to fetch a someone. Despite promising to the contrary, the manager ceased communicating and did not call to check up on me. I assume because he didn’t want to make himself liable in some way. 3- the process to leave / withdraw membership is ridiculous. I have a very specific circumstance being a military spouse where I cannot choose where or when I move. Despite this I have had excessive grief about leaving the spa. They tried to have me send sensitive documentation over insecure means just to justify my leaving their club. It’s bafflingly stupid. I’m not sure who they think they are to justify asking for this, they are -just- a spa. Not a government body or similar. Yet here we are months later. They ignored my situation and requests, which were polite. The complaints team when contacted straight up ignored me and sent my message to the same person as I initially contacted from what I can tell. In summary- the club is at best mediocre, I understand a lot of the membership are folks with free memberships from the doctor for their health. If it were free it would be fine. It’s certainly not exceptional and in the event anything out of the ordinary occurs my experience is that their response if poor. A day spa here would be fine, because you wouldn’t get bored so fast or see the repeated problems.

Fantastic experience: Fabulous spa day, from arrival the Receptionist was friendly, polite and professional ensuring we had everything we needed for a great day. The facial and back massage was great and very relaxing. Lunch is excellent value, several vegetarian options, well presented and tasty. Use of the swimming pool, steam and sauna for the day, ensuring a relaxing time.

Fantastic experience: Was gifted the spa experience for my birthday, first time going and I certainly wasn't disappointed. The treatments were amazing, the staff were very welcoming and friendly The food looked fabulous... After seeing other people order I had to try some! As there was two of us, we decided to share, they even served us what we wanted on two separate plates (we hadn't asked, but definitely appreciated) Can't wait to book again!

Negative experience: We went to our spa day at Bury st Edmunds as a four which was purchased as a Mother’s Day treat for a couple of us so we could all be together. On the morning, there had been an RTA close by causing one of your employees to be stuck in it and late for work. We also had been stuck in the traffic on our way, when we arrived they checked us in and said that 3 of us were having massages at the same time but 1 of us was at a later time. We explained that we should all be together as booked together and spoke to reception only a couple of days before to confirm our booking and timings, they said they had moved 1 person separately, we questioned this and we were advised that this was due to the staff member being stuck in traffic. We asked Claire who was dealing with us at reception if another person could be moved so we would be doubled up otherwise 1 person is left sitting by the pool by themselves and then missing out when they go in for their treatment by themself and that we specifically booked it as a group. The other lady (reddish coloured dyed hair at this current time and name began with C - she kept turning away so we couldn’t see her name!) on reception leant across Claire (who was dealing with us first) and was incredibly rude, her approach was ‘like it or lump it’, she just kept saying they just had to move 1 person and it’s tough, she didn’t speak to us polietly considering we were the paying guests. But seeing other reviews we aren’t the only people to have been spoken to like this. Later on in the day, we believe the staff were unaware, we were sat on the sofa next to the fireplace/clock and the two ladies and the shoulder length hair lady from the gym reception were standing at the main reception, they were discussing the conversation of us with them earlier that day. They discussed it all and the reddish colour haired lady had said that she felt she had dealt with the situation very well….we couldn’t have disagreed more! You dealt with the situation completely inappropriately. The conversation should have been discussed in a private situation such as a team meeting not in front of all the paying guests in the seating area and loud enough for us to hear on the other side of the room. The reception experience was unwelcoming. The massages themselves were really lovely and those members of staff were very polite and warming to us all.

Negative experience: They promote good health and well being and yet, when you go and speak to the manager personally, explaining that you have health problems, and have been getting dizzy spells, and also provide your medical history to support this, they still would not cancel my membership. Explained that I could get dizzy whilst using their equipment, yet still they only care about taking your money. Corporate greed over a persons safety and wellbeing! As for the managers attitude, she did not show any empathy towards my situation, just a matter of fact attitude that I need to pay out my contract period. I would suggest some training in the art of customer communications. Most definitely would not recommend this establishment!

Negative experience: Booked in for a spa day . When we first arrived we were directed to another desk got the robes and bag pay £30 desposit then we were directed to another area to book in for day spa . Booking in process very impersonal the two ladies at the front desk abrupt pointed where we needed to arrive and had to book in ourselves. Swimming area dated and beds very uncomfortable so it was not a nice experience for me . Plus the cost of just the spa day as there were no treatments left was £40 plus the £30 for robe hire I think we get £15 back . So £55 for spa day not using the gym and no treatment as no treatment available not even a light lunch is so expensive and definitely not worth it. I definitely don’t recommend this facility unless you get a very good deal but spa day definitely not so so so disappointed as I don’t do this often .

Negative experience: We checked in 2 weeks ago for a treat, had a nice massage however. It's ridiculously expensive, after paying for treatments you're still expected to pay for bath robes... (although you get half the money back) the drinks were overpriced, the restaurant is in a lovely setting but just about everything on the menu is either vegan or vegetarian. We're not, the meat menu was very limited which we found very discriminating, we went to the relaxation rooms, the mosaic tile bed room was nice.... But for what is meant to be a relaxing space wasn't as the door creaked and squeaked every time someone came in or out. There also was a lot of litter strewn around, we saw empty drink bottles on the floor, windowsills etc. All In all what was meant to be a treat day was ruined by expensive prices. I'd like to say we'd come back but because of the prices we just cannot justify it.

Fantastic experience: Very relaxing and peaceful experience. I highly recommend the afternoon tea as it was the best one I have ever had.

Fantastic experience: Came as a day guest and joined as a member. Always feel so relaxed after visiting. Thank you for being my Bannatynes Bury Bliss!

Fantastic experience: Had a lovely, relaxing day. Facilities were clean and restaurant food was delicious. Spoke with Claire at reception and she was outstanding - very kind and helpful!

Fantastic experience: Excellent Spa with good deals. Book your treatment slot well in advance to get the time and treatment you want

Fantastic experience: Amazing spa and lovely facilities. Only downside was the water aerobics class whilst we were trying to relax.

Positive experience: I love this place for a spa day and have always rated it highly. This visit was a little dissapointing though! I appreciate that activities take place in the pool such as aqua aerobics, however i think this needs to be more transparent for people when booking, as it does not make for a relaxing experience. Also why take the water dispenser away from upstairs as this is important to have following a massage. Its the little things that make it 5 stars.

Fantastic experience: Been here a few times ans it never fails. The treatments are always so wonderful and relaxing! The spa itself is set in beautiful grounds in what I assume is some kind of stately home. It has a lovely pool with sauna, steam room and jacuzzi in one area, with heated stone beds and relaxation room. It also has a lovely restaurant and bar area. Changing rooms are large and adequate showers and toilets, never had to que for one... which is always a plus! No one wants to leave feeling ekky. Definitely the best spa I've been to and spa day packages are very reasonable priced! Would highly recommend.

Positive experience: We've been visiting this spa regularly for a few years now, even before Bannatyne took over. The staff are lovely & therapists fantastic. The amenities could do with a spruce up & update. I understand the temperature in the pool was dropped ( is that true?). My elderly mother was unable to use the pool as it was too cold for her which was sad as it was a mother's day treat. The Stream room was shut. The booking system online could do with updating. It won't let you book more than 1 at a time, and you can't ammend. You have to call, leave numerous messages & pray that you can pick-up when they call you back. False economy here, surely digitising this saves a lot of hassle all round. It used to have a real luxurious escape feel to it previously. It doesn't feel as premium as it used to. Even the meals in the resteraunt are scaled back ...and somehow less.

Negative experience: Spa day booked for me as a gift by my son.... if customer service (or lack of) is anything to go by, I'm not looking forward to my spa day in the least! I wanted to book extra treatments for myself and my friend ....but talk about unhelpful....No answer EVER on the phone, no matter what time of day you call and the very rare email reply was pointless.

Fantastic experience: Great spa and facilities, lunch was delicious, had a fab back massage and enjoyed using the swimming pool sauna, steam and jacuzzi. Heated beds were very nice too.

Positive experience: Intially we were hopeful of a fantastic day. Walking in through big heavy wooden doors we were greeted with a mediocre welcome from reception. The building was very impressive, big leather Chesterfield sofas, huge sweeping staircase and beautiful windows. After registering and being pointed to where the spa was we were charged £50 for towel and robe use…..£30 deposit and £10 each for the use, which included generic cheap flip flops. After eventually finding our way to the changing rooms, which were large, clean and well equipped, we made our way to the pool. We were impressed with the pool. It was large with tranquil lighting, big windows and plenty of sunbeds….or so we thought. Let’s come back to that later! We familiarised ourselves with the spa, dumping our things on a lounger, we got into the pool. It was lovely, could have done with being deeper but it was more than adequate. We were disappointed to find the Steam room wasn’t working. Undettered we headed for the sauna. It was a substantial size but not very hot. We asked a staff member who confirmed it should have been much hotter and would sort it. The jacuzzi was acceptable but not easy to get a space. By 11.30am we headed off to get a coffee. We placed our order. A hot chocolate, latte and 2 plain scones….£19!!! They were Starbucks drinks and freshly baked scones though. Still very costly but were delicious none the less. By 12.30 we were ready to go back for our spa experience…..and experience it was! Going back to the previously mentioned sunloungers. There wasn’t enough! By 12.30 the place was mobbed! people like packed sardines in the already squashed jacuzzi, the sauna which has 3 tiers was full to capacity and the sunloungers were either occupied or had towels and robes draped on them. The influx of people was quite frankly a joke and the spa was unable to provide a pleasurable experience for the people there. We headed upstairs to the hot mosaic chairs. These were nice, however what should have been relaxing was ruined by a trio of middle aged women talking to each other at the top of their voices. We headed back to the spa and decided to dump our robes, towels and flip flops on the floor (all hooks had been already used) and barge our way into the jacuzzi. Our lunch was at 1.45 so we headed to the restaurant. The menu had a nice selection of food, again very overpriced (£10 for a cheese sandwich on white bread, small pot of coleslaw and a salad) I was expecting ‘door step’ bread but it was just regular bread, maybe a step up from Hovis or Warburtons but definitely not freshly baked bread. We ordered fries which were £4.50 a portion. We found the price acceptable in comparison to other places we’ve eaten. Coke was an ok price too. £3.50 for a large glass. After lunch, We both had a facial and head massage and I must say, they were the highlight of our day. I can’t fault the service we received. The only complaint we have is that we wasnt given any information on where to go, what to do etc. It was only because another customer showed us where to wait. I also noticed that many other customers were in the same situation. While I was sat in reception after having my treatment I overheard a group of 3 discussing where they needed to go and that they should wait in reception until someone got them. I informed them where to go after they sat around bewildered. We gave up going back into the spa and left around 4pm. We have used many spas and I must admit this isn’t the worst we’ve visited, however something needs to be done in regard to the volume of people using the facilities from 11-2. It is incredulous that it was so busy that we had to place our towels and robes on the floor. It is also unacceptable that the steam room wasn’t avaliable for use, it’s the core of any spa! A very disappointing visit and I have been generous on my 3 star review which I’ve rated for for an excellent pool, excellent treatment and well equipped changing rooms. If I could’ve rated 2.5 stars I would have.

Fantastic experience: Had a lovely day out at the spa at the weekend. Full access to the steam room, sauna and swimming pool. Relaxed in the lounge area with a few glasses of bubbles while we waited for lunch. Then after lunch we had our lava stones leg and back massage. I had Ella and she was amazing, magic hands! Would definitely go back!

Fantastic experience: 1st rate health club & spa!! Had a facial with Elena ...she was amazing & the head massage was a bonus too. Used most of the facilities ....staff were all great too !! Beautiful setting for a health club & Spa. Would highly recommend.

Fantastic experience: Had such a lovely day. Had 2 treatments: a neck, back and shoulders massage by Jessie who was so lovely and asked me if I would like a relaxing massage or if I had any pain anywhere she could help with, which I really appreciated. Then had a lush facial by Sophie who was really accommodating with my sensitive skin, she even took me down to the shop and showed me what would be best to buy for my skincare at home. My mum and I had the most relaxing day we’ve had in months. 100% will be back.

Positive experience: Corporate looking health club rather than a spa, overlooks car sales garages. Treatments were fantastic and relaxing but then only five beds in a quiet, relaxing room. Swimming pool, only seven beds for a very busy place so trip cut short due to know where to sit, this was a spa day after all, so disappointed. £10 for a bag, towel, dressing gown and flip-flops, you get to keep the canvas bag and cheap flip-flops, a rip off.

Fantastic experience: My second visit and already planning the next one. My friend and myself love it. The staff is very friendly and especially the Restaurant staff is very professional. Had the best shoulder massage ever yesterday. Lovely building and very clean

Fantastic experience: Had my eyebrows tinted at Bannatynes Spa, another excellent experience, really beautiful treatment room, 100% great job by therapist nice and quick. In and out in 15 minutes perfect thank you

Positive experience: Very well equipped purpose built gym attached to an attractive neo-Jacobean mansion hotel in lovely surroundings. Ample parking. Excellent fitness instructors and choice of classes ranging from Yoga, Pilates, Fitness Pilates, Body Balance, Body Pump, 20-20-20 to name just the classes that I attend. Only downside is there are only 2 rather small windowless studios available for classes, allowing only 14 per class. One of the studios is used mainly for Spin. There is ample Les Mills weights/bars/mats/steps for at least an extra 10 people in the other but no space to cater for use. Pleasant changing facilities. Good pools, sauna, steam and jacuzzi facilities.

Fantastic experience: Staff go above and beyond to ensure you have a good day. A group of us attended last week for my birthday. We had used separate Groupon Vouchers and staff were excellent at ensuring we had the treatments we wanted and putting us together. We had to enquire in the restaurant about moving our times to be together which I could see was an issue as they were fully booked. The staff member took his time to do his best to sit us at similar times/near each other. When we arrived in the restaurant they had managed to put us all on a big table together which was a lovely surprise. Full selection of lunch options were included in our voucher. The roast dinner was delicious! We only had to pay for our drinks. The facilities are all excellent and it is definitely an ideal spa location to relax and chill out! All in all fantastic value for money and I won't hesitate to book again! Thank you.

Fantastic experience: Fabulous gym with plenty of equipment, well maintained. The pool is perfect for lengths and the poolside facilities (sauna, steam room and jacuzzi) are some of the best I've ever come across - large, clean and well maintained. Huge changing rooms with plenty of lockers, again, immaculate and beautifully clean. As members we go several times a week and always finish our visit with tea in the cosy lounge. Wonderful place. Dont know what we'd do without it!

Positive experience: Spa is beautiful, food was delicious (we had afternoon tea which was lovely and I ordered soup of the day which was amazing), grounds are tranquil with plenty of parking. We did have a treatment (pedicure) but it was one of the worst ones I have experienced.

Fantastic experience: I've now had 2 absolutely fantastic days at Bannatyne Spa. Both have been at what are quite likely considered "peak" times (during school holidays) but I have always felt that I have plenty of space to relax. The facilities are clean&well kept and the staff are always polite. I had several treatments during my most recent visit and left feeling like I was walking on air! I highly recommend splitting your time between the pool area and the stone beds - peak relaxation. And don't skip lunch; the food is 10/10.

Negative experience: Been member for almost 2 years. Like to use the pool but there’s no lanes so despite being 20 metres it can’t handle more than 5 swimmers without people getting in each others way. My wife has been bullied by other swimmers and I have accidentally kicked other people getting in my way. It’s frankly dangerous and stressful. Did ask for the manager to call me but never heard back. Also, my wife has monthly spa treatments but they never pick up the phone to take appointments. Again we have complained but nothing. Unfortunately this is closest spa otherwise we would switch membership to somewhere better managed.

Negative experience: One of the worst I've ever visited.. no towels or robes provided.. no shampoo or conditioner provided.. massage was a light stroking.. when I asked for increased pressure the massure firmly pressed her elbow into my back... I stated that was too hard and the therapist sniggered and said "that is my elbow". Pool was cold and showers were fithy.. £250 wasted...

Negative experience: Overpriced. For £40 without any towels etc and very crowded. Virgin active has exactly the same for £10…. For £10 I would have given 5 stars….

Negative experience: The worst customer service and experience i’ve ever had. I had a spa day booked for september 9th at 10:30AM. They called me at 9:08 explaining that due to staff sickness they could no longer accommodate our booking (absolutely fine, these things happen!) I requested a refund as it was not possible for me to come back on another day. Thing went ahead and they said it would be with me in 3/5 working days. Not particularly apologetic but that’s fine. 2 weeks later I still had no money refunded from them, so i called them and was met with a snarky receptionist. It wasn’t until over a month later from my original booking, and emails back and fourth for that month long period that I was finally refunded, with no apology. Avoid.

Positive experience: Very nice spa. Well equipped gym, amazing swimming pool and a restaurant with a good selection of vegan options. Highly recommended.

Positive experience: Lovely spa and lovely restaurant. Great spa packages. Only downside is trying to get through via the phone with any issues is impossible. No one answers at the spa desk, despite constant ringing throughout the day.

Fantastic experience: I'm a regular member of the gym which is fully equipped with equipment you would expect. Showering and changing room facilities are excellent. The cafe is very pleasant. I highly recommend.

Fantastic experience: Had a fantastic time, spending quality time with my daughter. My only issue would be that the restaurant menu is very limited. We both had a great massage given by 2 lovely ladies. Would definitely return again

Positive experience: Clear directions and signs need to be given to customers for facials etc posted in a email or pdf leaflet. I was lost looking around the pool for treatment rooms using my early 15 min time stupidly. Eventually got there! As an experienced beautician and spa therapist of 6 years; I highly recommend the following: 1) Offer a bolster cushion or support towel for people with a bad back. Those couches are incredibly stiff and uncomfortable. I DO this myself always. 2) The facial massage was ok, but not enough effleurage movements behind the neck and cranium, nor was the back hardly massaged either. Not enough time on massage. 3) A free standing sign saying heated beds this way would have been great to enjoy the whole experience much better. 4) The chosen Spa music playlist is just weird and not relaxing or soothing! 5) My skin did NOT like the creams put on it. It felt slop! Plain greasy and I had to wash it all off and use my own skincare products. The whole building is a huge complex and with better organisation, this will be a 5 star building. Love the outside as it’s stunning but inside is rather chaotic!

Fantastic experience: Lovely relaxing day. Things have changed a bit since last went. You need to take your own dressing gown, towels and flipflops unless you want to pay for them along with a deposit. Lunch was lovely. Loved the mosaic heated beds which are located upstairs along with another lounge to relax in. One thing that had changed not for the better in my opinion was the conservatory has been blacked out, it used to be lovely to sit in there with the sunshine coming through.

Negative experience: Myself and my partner transferred our membership from another Bannatynes to this one when we moved to the area last October, and we are incredibly disappointed. Considering our old club was in a lower tier than BSE, it was MUCH Better in every aspect, better/bigger gym, bigger pool, better maintained, cleaner etc. Initially when we looked round it seemed pleasant, however in recent months we've noticed a real decline, and for the £51 each a month, we really don't feel its worth it. The pool area feels more like you've walked into a lads holiday in Magaluf than a relaxing "premium" bannatynes health club, people sat all around the pool on their phones despite plenty of signage stating phones aren't allowed poolside. Some of the clientele behave like animals, jumping and splashing in the jaccuzzi, bombing into the pool (again, signage everywhere, but not enforced) Just last night whilst I was swimming, the pool building stank of cigarette smoke, two members decided to go out to the shingled area and light up, not closing the door to the building behind them (Do you really need to take cigarettes with you poolside?!) The gents changing rooms are often dirty (not helped by members wearing outside shoes through to the shower area, again, despite signage) and often stink of urine. Generally the building is tired, I can't comment on the restaurant/treatment side of the building as i've never been that side. The staff are friendly enough, though don't seem to care about enforcing rules. Unless things drastically improve here, we won't be continuing with our membership when our contract ends at the end of the year.

Positive experience: Had an OK spa day here. The pool area is lovely and the steam room is great. There are lots of loungers around the pool too. It could do with a bit more space away from the pool to just relax and unwind. The relaxation room that they have is a little on the small side so you feel very in other people's space. We had the afternoon tea which was nice and filling but it did take a long time to get our drinks and a couple of the sandwiches and cakes were a little dry. The reception staff member was lovely and got us settled in great but some of the other staff gave the impression that guests were a bit of a bother for them.

Fantastic experience: Beautiful building, friendly and knowledgeable staff. Had a spa day voucher and the treatments were fantastic. Lovely pool area.

Fantastic experience: Absolutely love Bannatyne spa days ..bury at Edmunds is a must. Great atmosphere. Great choice of healthy foods. Lovely temperature in the pool.

Positive experience: Second time visiting and same experience, unhelpful reception staff very vague with directions, restaurant over priced and not many options, only one water station available hidden away in ground floor treatment waiting area. Treatment staff however are fantastic and always very friendly and helpful, gym has nice atmosphere and kept clean same as changing rooms, relaxation room is nice but not very well sign posted, pool area not bad but not the best bannatyne spa considering is classed as one of their premium locations there is not much to show for it.

Fantastic experience: Beautiful building - lovely decor inside and very high ceilings, feels very fancy! Booked via Virgin Experience Days for a facial, hand and foot massage, with a 25min upgrade and went for a back massage too (£22). My therapist was very friendly and applied the perfect amount of pressure, the facial was lovely and all in all everything was extremely relaxing (as it should be!) I used the hot stone room which was very vibey and spacious. Really nice pool facilities - large pool, with 3 waterfall-like showers at one end, very bubbly jacuzzi, with sauna and steam rooms. The only slight negative was the steam room was excessively hot (hotter than a typical steam room!) We had a lovely lunch here as well - both opting for the Vegan 'lamb' burger which was very tasty! The focaccia bread starter to share was not what we imagined, expecting more of something like a pizza but got two squares of focaccia, and a bowl of olives and sun-dried tomatoes. One of the best things here - Starbucks on site!

Positive experience: Nice spa, especially when you get one of the deals online! Pool is more an activity / exercise pool, rather than relaxation, as it’s attached to the gym

Negative experience: AVOID THIS PLACE AT ALL COSTS. I had a membership here. Was told that I could cancel membership with a month's notice which I did due to staff allowing phones by the poolside even though there are signs saying no phones by poolside. Also fed up having to wait to use facilities and the pool sauna and jacuzzi all cold. After 2 months of giving them notice I receive a letter saying I owe over £300 for the rest of my contract.ALL THIS PLACE CARES ABOUT US MAKING MONEY.

Fantastic experience: Spa day with my sister - amazing! It was today (Friday) and had the best experience. Very welcoming at reception, followed by a relaxing chill/swim in the pool. Spent about half an hour in the excellent gym kitted with technogym equipment. Back to the spa, followed by a delicious lunch and this epic dessert. Finished with a couple of relaxing treatments (back and scalp massages). Highly recommended and will likely come back!

Positive experience: This place has loads of parking. Arrived at the main reception and greeted very professionally by the ladies at the desk. The area itself was welcoming, with big comfy chairs and very spacious. My friend and I were then given a brief tour of our surroundings. Changing rooms are spacious and clean. The pool area has loads of areas to lie down and just enjoy the peace and quiet. There was a sauna, steam room and jacuzzi to enjoy. We had a facial which was all too short but fantastic. There was a relax room but didn't venture in there. As part of our visit we were entitled to tea and scones. Which were very nice. My only down side was that our deal we were not given a gown or slippers, so needed to hire. Other than that, I am aiming to go back very soon

Negative experience: Was purchased for me as a birthday present by my daughter.....however the staff were hit and miss, the treatment package purchased was incorrect and we told the front desk about this but nothing got amended.....whilst my massage started off great, the room above was moving things about so created a lot of noise! Were supposed to have our treatments together but ended up on different floors in different rooms, again told the reception but nothing passed on! Food was expensive and mediocre......fridge cold boiled eggs on a caesar salad, which was served on browning lettuce which had seen better days, asked for no dressing but came with it anyway! The saving grace was the pool, sauna and jacuzzi, however the steam room wasn't open. Disappointing spa day all round!!!!

Positive experience: We had a spa day here, the treatments were excellent, the food was good although mostly vegetarian. The pool was cold and not as expected, evreyone was complaining about the temperature. The building looked tired and not well maintained in the pool areas. Overall experience of the day, I wouldn't come again.

Negative experience: Had a deep tissues massage for £58 - was in the treatment room for 18mins - disappointed and ripped off- won’t be back I’m afraid

Fantastic experience: I went to the Spa Friday for a spa day, it included 2 treatments, spa access and afternoon tea. It was the perfect day to spend relaxing, spa facilities were fantastic, so much to do throughout the day. The pool was a great size! And the actual building was so beautiful and tranquil. Lovely staff and good food too. Would recommend

Negative experience: Attended the Spa for a birthday treat, reception staff were friendly but the spa treatments we had were shockingly bad, we both had massages which were just effleurage with oil, no technique, I had head massage where the beauty therapist just used the palms of her hands on the sides of my head for the whole massage. I would definitely not recommend this place if you’re looking for a good massage.

Positive experience: I went there for a couple treatments with my husband . I'd rate the treatments 10/10 ! Spa facilities were nice . Jacuzzi a bit small ..fits 5 people comfortably. Best steam room I've been in so far! Unfortunately, the disappointing experience was the restaurant. The menu was mainly vegan ,which I didn't know ; not too many options to choose from and the waiting time was almost an hour for a vegan burger which was a bit poor. Maybe add a bit more salad to it.. for £17 I expected more. The staff was nice and friendly I'd definitely go again for the treatment and the spa .

Fantastic experience: Love Love Love Clarice House , a great spa day. Friendly and efficient staff , treatments are always good , the facilities and pool are clean and well kept and it's always a pleasure to visit the restaurant during a spa day, highly recommended.

Fantastic experience: The best spa I've ever been to. Prices are competitive, great facilities, always clean and tidy. Staff are professional and helpful.

Positive experience: Shared a spa day here with my daughter, we had a lovely relaxing time will definitely return. Had a soothing facial and head massage from Hannah which I highly recommend followed by afternoon tea which was the fresh and the best I've had for ages. All the staff we met were friendly, helpful and kind. My only criticism was that there was not enough lounges for everyone round the pool which was definitely disappointing.

Fantastic experience: Really good spa! The building is gorgeous, there's plenty of things to do there, the treatments I had were amazing and the food was also delicious. Definitely recommend!

Positive experience: Although staff were very pleasant, they are extremely hard to get hold of on the phone. I tried to rebook a spa day and it took 2 weeks before anyone responded , when we arrived we weren't able to get in the pool for an hour as there was a class, we asked if we could join and was told that there wasn't enough room, only 18 people allowed!!!! I also had a treatment which felt like the staff were in training. Lunch was really good though, definitely recommend the restaurant, just a shame about the rest of it !!!!

Fantastic experience: I enjoyed the spa day and the facilities here. It's a very calming place and has the right energy to make you feel relaxed and pamper yourself with excellent customer service.

Positive experience: Friendly staff, good variety of classes at various times. Well equipped gym and nice pool / Spa area. There are food and drink services available but we've never used them so can't comment on those.

Negative experience: As a member at Bannatynee Bury St Edmunds I can't say I'm particularly impressed. The facilities are generally good however the whole experience is let down by how run down the place is. There is frequently leaking plumbing in the changing rooms which is reoccurring and never fixed, rotten door frames, broken beds etc. The spa facilities and changing rooms are also very unclean, with wet floors and are dirty. The staff are not attentive to this which really lets the place down as there's no reason that they can't keep the place clean throughout the day. generally they seem to be sat around not doing anything.

Positive experience: Unfortunately lunch is no longer included in the spa day that I experienced. Also, as usual, I was called in late for my treatment so got less than the allocated time. Having said this, lunch was gorgeous and the treatment was nice enough.

Positive experience: Lovely place to relax but I found when I went here on the 9th feb the pool was more colder than usual and the jacuzzi was Luke warm , should be hot but it wasn’t at all. Coming out the pool and the jacuzzi was shivering . I guess they have turned there heating down to save on costs.

Fantastic experience: Loved my Christmas present from my daughter. Lovely therapist who made me feel at ease even though she was poorly herself that day. The food was fabulous. Whole experience an absolute delight, thank you