Bannatyne Health Club and Spa

Negative experience: Posting on behave of a friend.. as they have no account to! Extremely disappointed with my visit got brought a spa treatment/day for my birthday thinking we could have a girly day I was wrong! The place was cold and dirty. The pool water was also cold and felt very gritty under foot! There was not enough seats by pool me and my friend didn’t get to sit down once by pool to relax. The hot tub also felt dirty and full of chlorine. We both had a body scrub which wasn’t applied correctly or taken of correctly felt very rushed and pointless! Also don’t have the massage as that’s dreadful aswell carried out by someone that has no idea what she’s doing plus a 30min treatment was only ten mins!I’ve also never been to a spa where I’ve had to pay extra for a towel and gown either. Also to add the clientele this place attracts is not the best one example while in the pool a male drunk from his water bottle and then proceeded to tip the rest in the pool this is not hygienic! Safe to say me and my friend soon got out and got dressed and left. The only positive of the day was the reception staff and cafe staff was very friendly. In total we was there about 3 hours when should of been alday! Definitely don’t recommend! Should of read the reviews before booking as the are completely true!

Positive experience: The actual spa massage was excellent, but the cold shower plus the cold swimming pool was awful, not to mention the chicken, bacon salad didnt have avocado , I had to ask for this , I wouldn't recommend this for a treat

Fantastic experience: Lovely experience, very straightforward and welcoming. Will definitely be visiting again.

Negative experience: Spa treatment is amazing and highly recommended. Spa facilities are not so nice, out dared, cold, and small. The restaurant is not very good.

Negative experience: Pool closes early everyday. Very frustrating

Positive experience: Very expensive and the gym equiptment is pretty worn out. Nice pool though.

Negative experience: Based on my experience the Spa treatment it's not worth it. The therapist I don't know if she knows how to do it. The worst massage I ever had in my life. I know how to massage and I know how it feels. The receptionist and her colleagues at the entrance are nice. Lack of sign where the Sauna and Steam room are. The Jacuzzi is good but prepare for the strong chlorine if you're sensitive. Bring your towels and slippers but they are also available for a fee.

Positive experience: I visited as part of a birthday present from my friend that was booked through Virgin Experiences; do not be fooled, this facility is NOT a spa - however, as a health club/leisure centre, it’s very good. I made use of the gym whilst here, which was well equipped and spacious. The changing rooms were immaculate. The pool/hot tub where satisfactory however there were too many people in the pool as once to swim comfortably. I had a treatment whilst here and this was fantastic! The food was okay however they where out of stock for a lot of dishes due to having a “busy weekend”, which is understandable. If you’re looking for a place close by where you can use the gym, go swimming etc, I’d recommend, however if you’re booking through Virgin Experiences, you may be extremely let down, as I was.

Negative experience: Top tip tip to anyone considering it: Do not go for a day. This review is not based upon the spa treatment I received. Although it was the most unrelaxing treatment i have ever recieved, that was purely based upon my experience as a whole. On arrival, unfortunately due to laundry issue and I was warned by email beforehand, there were no robes available, this is the bare minimum when going for a spa day that you expect to be provided. This set the tone. On arrival, we soon learnt that there is absolutely no flow to this health spa at all, no direction for guidance labelled anywhere, so if you have not been before you feel a bit silly walking round looking for where to go. To walk through the reception, through a cafe in my towel that I had to hire to ensure I maintained some dignity to cover myself up was mortifying, let alone cold (this time of year) and completely ruined any sense of zen I was attempting to find. On arrival to the spa, the reception was frosty, not sure if that girl was having a bad day but she couldn't even look at us whilst talking, she seemed preoccupied. The treatment was mediocre, but as I say those girls can't help that. The products used felt very cheap and nothing felt worth the money spent, part of my facial I had cotton pads and a tissue to cover my eyes, from past experiences I'm sure this is usually a warm facial towel, I know all places do things differently but I would recommend avoiding that part of the treatment altogether if you don't have the right materials to start with, it feels like this place needs some money and time spent on it to reconsider whether it really has the time to be a health club *& spa*. I'm sure the gym is great, but I didn't go there for the gym. I travelled 1hr 40m for something I stayed in total of 1hr 15m, i travelled for longer than the *spa day* itself, sad really, very, very disappointing.

Fantastic experience: Brilliant facilities. Every piece of equipment you could need. Staff are fantastic.

Positive experience: The SPA area and treatments were fantastic , lovely staff members on the front desk and my therapist was amazing . I had the hot stones with back, shoulders and legs massage..... I truly loved it ❤️ I will definitely do it again . The side of the swimming pool , on a city like Norwich.... where lots of people lives, it's quite small ....the jacuzzi only one and it was completely full of chlorine.... not just me but more people were complaining about it. Very strong . The dressing gown very old.

Positive experience: Very friendly place and the classes are good.

Negative experience: Got voucher for a day spa for two. 30 min treatment of my back , make my shoulder painful and it’s getting worst and worst. Very bad experience . Looks like some armatures working there . Not worth any money !!!

Negative experience: It isn't as exciting as it sounds, the tennis courts felt like a school hall and the pool was dishearteningly small and it had a really strange layout like going down a stair case after leaving the changing room barefoot etc.

Negative experience: I received a Virgin voucher for a spa day and this was the closest Bannatyne spa to me. I booked it quite last minute as I was misinformed by the receptionist on the phone that I can book my appointment beyond my voucher's expiry date as long as I book before the expiry date. This was later clarified by Virgin Experiences, which meant that I had to have my appointment BEFORE my voucher's expiry date. Car park size was good, staff were welcoming/nice and the treatment was great, but that was it. It wasn't much of a spa day and neither was it relaxing, as the spa area was all the way past the gym, reception and cafe. The pool was also on another end from the treament rooms, so the atmosphere wasn’t very nice - we had to walk through the cafe/reception in our robes/swimwear to get to the treatment rooms and it didn't have that spa vibe. The place wasn't well signposted so it was a bit of a mission to find everything, e.g. changing rooms, pool etc. The outside area by the pool to sunbathe felt like you were sitting in the car park, so again, it wasn't very relaxing at all. Sauna and steam room was OK but it was very basic; maybe can add some aroma oils. Other than that, all of the equipment like towels, sun beds were old and run down/mismatched. Definitely better to bring your own robes/towels/slippers as you have to pay £20 to hire, of which £10 deposit is refundable once the items are returned. As it was a gift, it was fine but I wouldn’t go again for a spa day; maybe just for treatments only. In all honesty, it's basically a gym/sports centre with a small area on the side for spa treatments.

Fantastic experience: Great afternoon out for a spa treatment, my second time going. I chose to go for a lava shells back neck and shoulder massage was amazing. I would definitely recommended, big shout out to my masseuse Amber

Negative experience: So I have just left my spa day really sad and disappointed. It's my birthday today and I thought I'd treat myself to a nice day. I heard good reviews and seeing since I'm a member of the other location in Norwich I thought why not!!! Currently crying in the car park writing this review as I just feel so disappointed. I'd like to point put I was not expecting the hotel style service but I was hoping for a good start to my birthday. First of all I was held up at the desk for 10 minutes behind who I can only assume is a teacher at the gym, disputing over some lost property.... very loudly and at the front desk. I already thought that felt unprofessional but I don't know the details. 2 people were behind the desk "helping" more like chatting her. Once I was seen I needed up running late to my treatment as I had to chnage. Once my treatment was over I felt bombarded with upwell I formation about the products used on me today. Which I don't blame the girls for as I understand that they probably have high pressure to sell there items but once I showed no intrest they kindly told me where I can go to get my afternoon tea. Once all changed again I headed over to the canteen to get my cream tea. Where I was then told "there is no scones, pick cake or a Croissant" I qas so confused so I asked her why..... she said there was non put aside......at this point I was just pissed off as I booked over a week ago and paid £89..... I don't understand why a simple scone wasn't set aside.....not to mention the lady at the canteen just honestly seemed unphased.... I then asked for a refund and I was told to go to the main desk where they pattered around for 10 minutes before coming up with a solution. Tbh the only reason the review is 1 star is because my spa treatment was nice but all the inconvenience and stress that this had caused me was just not worth it.

Negative experience: Attended today for a Spa Day… we had a lovely treatment with lovely staff in the treatment area but apart from that it is not a spa day. Little cafe lunch was nice. There are about 6 old sun beds, 2 inside and 4 outside for at least 20 individuals, not to mention all facilities are shared by individuals using their usual gym/swim membership. Pool also open to children (I have no problem with children playing) but it is not very relaxing on a spa day with children screaming and shouting. The treatment rooms are at the opposite end of the building to the sauna/hot tub so means lots of walking around reception / gym areas while you’re in your robe.

Fantastic experience: Lovely experience! My partner and I had wonderful treatments and a great time in the spa - thank you!

Fantastic experience: Had a hen do here, had a great couple of hours at the spa and the jacuzzi was awesome.

Negative experience: Spa Day. The Spa treatments were lovely, but this is NOT a Spa day venue if you are looking to relax in a comfortable environment. The pool, steam room,and Sauna were in the Gym area and very average to poor. The outside area by the pool to sunbathe had about 4 mismatched sun loungers and felt like you were sitting in a car park! The Cafe and menu were uninspiring . I had to ask for a new robe as mine had numerous holes. So apart from the actual Spa area and Spa staff, it was poor.

Fantastic experience: Had a lovely facial, face feels so smooth, looks good smells great, lovely staff, very positive, you can tell they love their jobs

Negative experience: This spa is in a business park setting , not the picturesque setting I had imagined. The tables were absolutely stained and awful in the cafeteria. A handful of loungers by the pool is all there was. Massively in need of some renovating and decorating. All that said the massage was lovely and so were the ladies who saw us. I had Amber. Be aware if you’ve come for luxury you’re very much in the wrong place here !

Fantastic experience: It's posh enough to make the working class feel special but not over the top to make average Joe feel intimidated. Amazing and helpful staff and good monthly membership prices

Positive experience: No disabled access for the swimming pool. Cafe was just ok. Lovely pool but only up to chest level. Very busy.

Positive experience: Good but do not think I should have to pay an extra £10 for robe towel and flip flops. In my experience elsewhere I have never had to pay extra for this

Negative experience: There was a poo in the shower next to me. When I told reception staff, someone said "Is that still there? It was there this morning!" Reception said there was no one working who could deal with it.

Negative experience: Just spent 45 minutes ( unsuccessfully) trying to get onto the booking site to book a class! Totally unsatisfactory! Still not booked in. It’s the same every time. Don’t join for classes!

Fantastic experience: Good relaxing and best massage.

Negative experience: Bannatyne's gym seems to have fallen short of its former glory. The overcrowding and outdated equipment make it difficult for members to fully utilize the facilities. Maintenance issues, such as slow repairs and cold amenities like the pool and jacuzzi, are disappointing. The steam room and sauna, once highlights, have lost their appeal due to lack of steam and warmth. With recent price increases, it's understandable why you're relieved not to be locked into a contract. Overall, it appears Bannatyne's has a long way to go to regain its reputation as a top gym in the area.

Negative experience: So buy a voucher per groupon, voucher expires 30 days, try do bookings and they dont have spaces!!! I was espect get relax day but get a headpain! Its a SPAM!!! Lose my money and didnt get spa day! I DO NOT RECCOMENDET! AVOID TO BUY! THANKS FOR NOTHINK!

Negative experience: The facial itself was lovely… However everything else wasn’t great! £20 to hire a towel and robe, only got £10 back on return as I got to keep some naff flip flops and a bag. None of the steam room stuff or hot tub was anywhere near the spa. They only had the heated chairs. Couldn’t change my treatment to another one the same length and price on the day. Only one therapist available so has to sit and wait for each other to have our treatment. Very noisy, phone ringing, clattering and banging sounds during my treatment and I swear I kept getting a one handed (right handed) massage and I could hear tapping. I think she was on her phone, whilst my eyes were closed. I’ve been to imagine spa Wymondham and it’s the same price but a much better experience. I’m gutted as it was a Mother’s Day treat for myself and my Mum.

Positive experience: Pool area was nice but the gym is lacking. One of each piece of equipment just isn’t enough when you factor in the £60 odd price tag.

Positive experience: Today I visited Bannatyne for the third time. I like swimming pool and saunas, staff is always helpful and pleasant. But I was a bit dissapointed when my 55 minutes treatments in SPA lasted only 40 minutes. I waited 15 minutes while they were preparing a room which was, perhaps, already counted as time of my treatment. That didn't happen 2 previous times and I had full treatment that's why I was a bit schocked today. I don't understand why my room wasn't ready when I came and why I had to pay for 55-minutes treatment when it lasted only 40. A shame because previous times were great.

Positive experience: Nice friendly gym and spa facilities, friendly staff , I love the sauna and steam room , one of the better gyms in Norwich

Positive experience: Great gym & swimming pool. There are signs about no mobile phones in the pool area but not enforced. Staff come in and out but say nothing to people using phones by the pool. For safety this should be enforced, danger if glass is broken etc but there are also young children in the pool and people with phones are always a concern

Positive experience: Went for a spa day. First time at this spa. Good size car park, nice staff at the reception, excellent back massage, however way to the spa is all the way passing gym, reception, coffee shop. Pool on another end from spa, so atmosphere wasn’t very relaxing and hasn’t got that spa vibe. Jacuzzi and pool have been full of kids. Sauna, steam room could add some aromatic oils as very basic. For the price I have paid it’s fine but I wouldn’t go again for a spa day. Just a treatment only.

Negative experience: 1 word. Starts with S ends with T. People on reception weren’t that friendly, spoke so fast could barely understand where to go. It’s perfect as a local gym and pool but not for a spa day! Our treatments in the spa were actually ok, although we were sat in a cold lobby with no one about for 15 minutes! It says to arrive early for appointment but then suddenly 2 ladies come out of no where dead on appointment time. The steam room and sauna were ok but so many people in them. Also so many people in the jet pool, but that was actually too chilly for me to sit in. We arrived at 10, treatments from 10.30-11.30 and left just after 12. Really, really disappointed. Not the spa day I thought I was going to have.

Fantastic experience: Good health club, staff want to help, lots of different classes to choose from, gym is well equipped.

Negative experience: AVOID!!! Shocking customer service!! Drive 2 hours for a special treat day, stayed at a hotel, checked in at the Spa only to get a call saying staff sickness means our treatment has been cancelled...they only had one therapist!! They have said all they can do is re-book the therapy to this same spa... for us that is another set of child care, another 2 hour trip another hotel stay. I've been a member for years and they won't even refund us! Do not book here.. the risk of cancellation is too high!!!

Negative experience: I registered for membership Oct 2022. Unexpectedly I got pregnant so i requested to freeze my account thinking I can continue after giving birth but unfortunately my employer is not paying me for my maternity leave which means I won't be able to afford paying for the membership. 17th November I received an email from them saying my membership is due to continue at the end of November. I tried ringing them multiple times but no answer. I emailed them asking to cancel my membership due to financial difficulties but they didn't make my life any easier at all. They asked for a proof, I sent them the SMP1 form which is what my employer have sent me as a proof that they are not paying me for maternity leave but Bannatyne didn't accept this and asked for another proof. Then I sent them the maternity allowance letter which is from the government to show the amount I'm receiving which is only about £600+ for me and new born baby to live on and the bills costs more than that but they also wouldn't accept this letter. And when they finally agreed to cancel my membership, there is one last condition, they want me to pay one month's fee before they cancel my membership. Absolutely disgusted. There is no consideration at all despite of unfortunate circumstances and all they care about is taking money from you. Will never recommend them.

Fantastic experience: Really great place. Excellent range of facilities and spa treatments are really relaxing in a nice space.

Fantastic experience: All staff were so friendly and nothing was too much trouble, had a back neck and shoulder Swedish massage and leg massage with a body scrub. AMAZING! only downfall which is probably my fault to not check but we came out of our treatments at 3pm to get food but kitchen was closed

Fantastic experience: Love my spa days at Bannatyne. Such value for money

Positive experience: We had a lovely couples retreat ,Swedish massage from two professional massage therapists and a nice relaxing rest in the relaxation hot stone room ,i can definitely recommend the Spa area

Negative experience: This pool is beyond a joke. I've been a member here 12 months. Since joining the tiles down to the pool have been broken and loose and constantly had a bodge job done on them. The pool never has a constant temperature and even without kids it's cold and if your with your kids good luck lasting more than 30mins. Then the shower are so inconsistent and cold after a cold swim. I'm sick of saying that pool and hot water is inconsistent so maybe writing it here will work. Besides the cold pool and shower the staff are great and then gym and classes are great.

Negative experience: My wife and I went here for a spa day and a treatment each. The treatment was very good and the food we had was very nice. Unfortunately the spa itself is very run-down. The pool water wasn’t clean and far too hot. The jacuzzi was barely working and the place just looked a bit grim.

Fantastic experience: Had my 1st spa day spent here... Although jacuzzi was being fixed, it was a great day. I'm looking forward to booking another spa day soon...

Negative experience: Went here for a spa day, was not a spa day at all, it’s just a sports centre with a small treatment room out the back. Does not have a relaxing atmosphere at all, no sun lounges, so don’t know what your supposed to do other than sit in pool or jacuzzi which isn’t ideal for 6 hours. The cafe was the most basic leisure centre cafe, you would not feel comfortable sitting in gown in there. Not a good experience, won’t be going back

Fantastic experience: Lovely and friendly staff. Really nice swimming pool and jacuzzi. Food was really good and well priced. Spoke to staff about parking, You can stay longer than 4hrs. It’s all changed. Worth driving for

Positive experience: The fitness centre has a lot of potential, but the planning is scattered, you get spa& relaxation room, take your robe or rent as you will be passing the reception and the corridor to get to the spa bit. Then changing rooms are upstairs. Parking is 4 hrs max.

Positive experience: The staff were very welcoming. Our spa treatments lovely. The food and drinks available were really nice too. . The biggest let down was the swimming area with outside space . For a spa day you would expect these to be amazing but the outside decking was split and broken with nails visible and very dangerous if you were to stand on them . There are about three sunbeds out there which are very grubby looking and no tables and chairs which was a shame because it was a lovely day and would have loved to make the most of it. The stairway to the pool could do with being jet washed or completely refurbished. Not what you would expect for a spa experience.

Positive experience: Visiting member… The staff at the front desk were friendly and welcoming. The place has an odd layout with the changing rooms upstairs and the pool downstairs. And the pool only had the one swimming lane. The building is starting to show its age but unlike my home club… it’s reasonably maintained and cleaned. The showers for example had bright cold white LEDS In clean ceiling fittings. And it highlighted the fact that the showers are actually well maintained. Although the cubicles are small. You don’t see gunge and muck on every surface that hasn’t seen a cloth in months. Chafford hundred, you could learn a lesson here. Pay for higher power lights and clean the lenses. Then it might give the cleaning staff a chance to actually see how bad and yellowed the showers are. No Bannatyne’s I’ve been to rates as much above average… but this is certainly better than my home club.

Positive experience: It’s the staff that makes this place amazing. Most are so friendly, know you by your first name it doesn’t go unnoticed!! Classes are great with some amazing knowledgable instructors. It does take some time for broken things to be fixed but I guess that comes with being part of a big company. A few of the decking beds are broken, that area could really be utilised in the summer, it looks slightly sad

Positive experience: This was my first ever experience with having a massage and it was wonderful. I only had the shorter massage and time just went too quick. I could have happily stayed longer because it felt wonderful. The spa facilities were clean and relaxing. I haven't given a five star rating as things were not greatly signposted and the staff, as friendly as they were, seemed to assume you knew everything like you had been there before. Even when being told otherwise. But we managed it and didn't get too lost. Overall it was a lovely day and I would highly recommend

Negative experience: As a gym the place seems fine, but I was bought a spa day for here. It’s very much a gym with a spa strapped on the side. You have to walk through the main entrance and the cafe to get to the treatment rooms. The pool is through corridors and not signposted luckily friendly staff on reception gave us directions before we entered. Changing facilities clean and looked after, but pool area tired and dirty. 2 flights of stairs leading down to the pool very tired and disgusting, we were glad we had flip flops. I will not be returning.

Positive experience: Nice facilities and plenty of parking. We booked a spa day with massage treatments and facials for my husband and I through a gift voucher site which did mean the prices were quite inflated. There was a bit of miscommunication between the Bannatyne customer service team and the spa. We wanted two full body massages followed by two facials. When we received our health and safety form from the spa, it was noted that we were booked for just one full body and the other would have to have a back/neck/shoulder massage instead. When we called to find out why the spa advised that one of the staff members was pregnant and could not do a full body. They did try to see if anyone could swap so that one of us didn't have to miss out but apparently nothing could be done which was a shame. The treatments were nice all the same and the staff were friendly and professional it was just annoying.

Positive experience: It was nice but the design of the place puts me off going back. As it a long way from changing rooms to treatment area. When you have to walk past the main entrance in dressing gown. The staff are all very friendly and hard worker

Negative experience: This was the most uncomfortably horrible massage treatment I have ever experienced! Also this is the first time I’ve gone out my way to leave a review, so that says it all! If you’re wanting a spa day/ a decent, satisfying massage that requires actual effort.. do not go here!

Positive experience: Had a spa experience day booked through virgin. Plenty of spaces for car parking and no charge. We arrived early to grab some lunch. Food options available were great, we'd even consider going up there just for something to eat and drink! Staff were all lovely and welcoming across all departments. Areas always seemed cleaned except for the stairs leading to the pool. This threw us off a bit that you had to go down stairs from the changing room to the pool, felt a little unsafe when wet. Also they looked like they hadn't been cleaned in forever. Full of limescale and mould. Changing rooms were ok though. Pool, sauna, steam room and jacuzzi were all very busy throughout our afternoon visit. We had to stand at one point to use the sauna. The Jacuzzi had too much chlorine in it that it burned the eyes so couldn't stay in there too long. We wanted to use these facilities more but due to the consistent business we left after 1.5hrs. I personally enjoyed my massage package, however my friend wasn't keen on her masseuse, asked for more firmness and really didn't get that. It was great to be able to have massages together in the same room, new experience for me and enjoyed it!

Fantastic experience: We have been here before staff are really friendly Spa treatments are amazing. Staff are really friendly

Fantastic experience: Caroline who did my massage was amazing. I never felt so good after a massage. Thank you

Negative experience: So where do I begin, this spa day was a gift from my daughter for my birthday, we arrived for our spa day, to be greeted with lovely staff, changing rooms spotless, we had a coffee, lovely cafe, went for a swim and jacuzzi, also lovely, the. We went for our treatments? My daughter paid extra to have a 50min full body massage and then a second treatment for a facial and head massage, we went into our room and was told by the ladies that we only my have a 1 hour slot for all treatments. We said we had literally just told the lady on reception that we had a 50min plus the facial and she agreed, the two young girls said, sorry but we are fully booked and we don’t have time to do extra! We explained we had come a long way and it was important that we received what we paid for, the girls were rude and in the end agreed that we could have a 50 min massage, then go for lunch and come back for our facial, we were happy with that…. Or so we thought, the massage began and she asked how we would like our massage, soft medium or firm, I said firm, ( I have been having regular massages for 20 years and always ask for firm) the girls sniggered with each other and the massage began, my daughters was lovely, she really enjoyed it. (She asked for firm too) I on the other hand was in a great deal of pain, not only could you tell that she was annoyed with me, by how fast she proceeded with the supposedly relaxing massage. But she pushed so hard that it was unbearable, I flinched several times, I then asked if she could do it more gently, she sniggered and said loudly, your massage your choice! the sarcasm in her voice was obvious! The massage did improve very slightly, once complete I checked my watch and we only received a 35 min massage instead of the 50 that we paid for. We didn’t say anything at the time but as we left for lunch I looked over my shoulder at her and she was shaking her head and pulling a face. We had lunch then returned for our facial. This was nice. But still didn’t get the allocated time, I also was supposed to get a neck massage too but I did get that , but my daughter did, the place is beautiful, and the manager who I believe is called Erin, was very lovely, and offered us a 20% discount on our lunch which totalled £4, we went back after we’re had got changed and ready to leave. We wanted to buy some products and discuss our refund for not receiving the extra, but we waited 15 mins and not a staff member in sight, we couldn’t t wait any longer and had to leave. So all in all, the place in general is lovely with very friendly staff and good facilities, but don’t get on the wrong side of the girls that do the treatments, I woke up this morning, and I’m so bruised that I can’t even wear my bra!

Positive experience: We had far too many issues I booked for 3 people to get 1 treatment each and all day use of the spa facilities. Two days before, I got emails to fill in two check-in forms. I called and asked what my booking was as I had received confirmation of three when I booked a month before. (Times I booked 3, 3:45, and 4) as I was told we could not all be at the same time.) When I spoke to someone, they said that I had only booked in for two and had to pay for one more, as I hadn't paid for the third which was not the case. I was told to call back later to speak to the spa staff, which I did, but no one answered. I then got hold of a spa staff member who said again I'd only booked two I requested a manager and was told they would call me the following day. I asked for a call after 3 pm as I had work, and they agreed. The following day, I had multiple calls and an email from the manager while I was at work before 3. The email stated that I was to receive two treatments and no more. I had to send proof of my confirmation. I was then told that they would let me have the third, but at 11 am and my other two would be at 3.45pm. I refused this and said I would only receive what I paid for and eventually was told I could have the 3rd at 4 pm. I accepted this. On arrival, I was told we were all going in at 4 now. So that makes 4 times now the times had changed. We were told incorrect information about how to find the spa. We went to the changing room and then searched for the spa to pass over a check-in form. We had a lovely lunch but was disappointed their was no decafe Coffee or dairy free cakes. We went to the pool first the jacuzzi was cold and very salty, the steam room was very full, the pool seemed run down and was also very cold and full of what seemed to be salt after some time we all had painful eyes and had to leave the pool for the relaxation room. We enjoyed this room as it was very warm and relaxing untill we had other people in their having a competition on who could pass wind more and laughing about it. The treatment was lovely but we did not receive everything promised. As we were meant to get a facial back and scalp massage we did not get the facial. Highly recommend the eye masks which are very relaxing. The therapist was very kind and lovely

Negative experience: We arrived for our spa day to find the jacuzzi and showers were cold - there was no hot water and no one had told us. The spa then messed up our treatment times, I turned up on time for my appointment and they sent me away saying it was later in the day then said we'd missed our appointment and acted like it was our fault?! I would never come back here in fact I would avoid all bannentynes.

Positive experience: Gets busy at times but all gyms do. Sometimes takes a while to get machines repaired but generally 99% of machines work. Swimming pool a little cold Day passes ridiculously expensive, more "bring a friend" days would be nice and would likely attract more business

Negative experience: Terrible customer service. Booked a spa experience 3 months ago for a birthday and it got cancelled the morning we were meant to go. A long process to get compensation and they make it so much hassle, lots of phone calls and emails and still no money back. Will not be booking again.

Fantastic experience: All was amazing!!! Great place to relax, exercise and get pampered.

Positive experience: Spa day booked with 3 treatments. Lovely spa area and the treatments were great! Just what I needed. Jacuzzi, steam room, sauna and pool. Though MULTIPLE people not happy with how cold the pool was!!!!!!!

Fantastic experience: Friendly staff, plenty of equipment, good atmosphere, decent cafe cant fault it (though it would be nice if the cafe was open at 6am as well for breakfast! ) :)

Positive experience: The staff are helpful and really lovely. The building is really tired looking and needs some attention. The menu is a little lacking. A nice, enjoyable and relaxing experience, thank you

Positive experience: The treatments in the spa were lovely, staff were great. The gym was good lots of equipment. The building tired needs a refurbishment. You pay to hire very old, discoloured bathrobes, wish I had brought my own.

Positive experience: I had a mixed experience during my recent visit. The changing rooms were well-maintained, which made it easy to get ready for my treatments. The treatments themselves were enjoyable, and the masseuse was skilled and attentive, leaving me feeling relaxed and rejuvenated. However, I found the pool area to be noisy and lacking in relaxation, which detracted from my experience. Additionally, the pool was in need of refurbishment, as some of the tiles and fixtures appeared to be worn out. I was also disappointed to learn that I had to pay an extra £3.50 for a towel, which felt like an unnecessary inconvenience. Overall, while the spa's treatments and changing rooms were enjoyable, there is room for improvement in the pool area and amenities. If the pool area were refurbished and the towel fee were eliminated, it would greatly enhance the overall value of the spa experience.

Fantastic experience: Lovely spa and facilities, steam room/sauna and pool lovely. Staff on reception were exceptional (a young man didn't get his name). We thoroughly enjoyed our day!

Negative experience: I wouldn’t even give it one star. So I’ve just recently moved up here, and my mum come down to visit. we arranged to get here 10 minutes early as I don’t know the area that well and the postcode that was on the website ended up taking us to a driving instructor’s place, we then managed to find it but ended up being a little late for our treatments, the front desk staff rushed us through (this caused problems later) we explained what happens and they said that the website was nothing to do with them and would have to have one treatment taken away, or come for another day, what was impossible because my mum lives all the way In Portsmouth. Anyway we booked to have the double treatment room to have treatments together but was told that it wasn’t open, we then went into separate treatment rooms and I was undressed to get on the bed before she even left the room, she ended up leaving the room then was gone for another 5 minutes… don’t know why? The therapists didn’t tell us their names and my therapist partially did the consultation whilst I was on the bed ready for the time I had left of treatment time,( I just wanted a silent treatment) the massage was poor itself and very rushed, and I would definitely know because I’m a beauty and massage therapist myself so I know when something isn’t right, and I’m not even talking about the movements she was literally going over my scapula (shoulder bone) and not around it and it was very painful, she asked me how I wanted my pressure I told her deep tissue, she said that’s an extra £10! I felt rushed throughout the whole process and I’m very disappointed, I also know as working in spas myself that there is gaps between every treatment that is booked in so they definitely had time to do it, we got put in the “relaxation room” after, and I sat there for about 10 mins and decided to go outside for some fresh air to see that the beauty therapists that had done our treatments wore standing behind the desk gossiping, so they definitely had time to do the rest of our treatments!! I’m very disappointed and it’s definitely not worth the money.

Negative experience: Terrible place!my daughter walked into the spin class and caught one of their gym instructors passionately kissing a young female gym member,he panicked and tried to back away from this young girl but was caught bang to rights!!I my self witnessed him grabbing this same young girls bum on the gym floor wen he thought no one was looking!OK bit of flirting fair enough I thought!but my daughter reported what she walked into and seen and then her gym membership was suspended because this very unprofessional gym instructor tried to deflect from his behaviour by making false allegations against my daughter!!and why did he try to do this!!BECAUSE HES IN A LONG TERM RELATIONSHIP with another women who also gos to this gym!..so staff here are covering for a lair cheat and gym staff who is clearly using the place as a hook up site!!shame on you Bannatyne!!!liars and cheats

Positive experience: I've been going to Bannatynes for years and it is the best value for all the gyms in Norwich, which include a pool, sauna, steam and jacuzzi. The only downside is the maintenance. There always seems to be something that needs fixing. The steam room has been closed a few times lately and the temperature of the jacuzzi is not as hot as it was, sometimes it's too cold to sit in. The stairs going down to the pool need repair, and the ceiling to the pool also needs repair.

Negative experience: Pool & hot tub temperatures turned down considerably to save multi millionaire Duncan some money! Now you’ve a very cold pool, lukewarm hot tub, along with often freezing cold poolside showers! Apparently instructed from head office & no reduction given at all in membership fees for the privilege! There’s always something that gets broken/out of action here & often takes a while to get fixed, usually to go again later (no on-sight maintenance personnel)? For instance, steam room, changing room shower issues etc! Poor poor customer experience, punishing loyal customers over the greedy hikes in energy bills, along with poor maintenance!

Negative experience: Slowly going to ruin, machines broken for weeks on end, hot tub always luke warm, the whole place poorly cleaned, Manager doesn't seem bothered about trying to keep customers, maintenance is terrible, when asked about urinals that had been blocked for a few weeks, the maintenance man (who was currently just chatting in reception) said he'd get round to it at some point, tiles on stairs to pool always falling off, instead of fixing them all properly they just slap some more adhesive on so steps are all crooked, showers are terrible, only seems to be one with decent water pressure, ceiling tiles all over look rotten, also if you want a day ticket, be prepared to spend half an hour filling in online forms every time, even if it's just to take your kids swimming! Which will cost £10 per child even if you're a member!! £3.50 if you forget your towel, as mentioned earlier no attempt to look after members and now the membership is going up again, a lot of people moving to new gyms, premium rate price for not a premium gym.

Negative experience: Massage was ok. Not the best I've had but not the worst either. Cold in the massage room but not too uncomfortable. The lady that massaged my partner, managed to get oil all in her hair as well as face cream. The rest of the facilities looked pretty good with gyms and courts. Did make use of the swimming pool(warm), sauna, steam room and jacuzzi. Just make sure you take your own gown and flip flops.

Positive experience: Staff were friendly and professional, we got stuck in traffic which made us late but they were very accommodating. Would be nice if they expanded to have more facilities!

Negative experience: Booked a manicure which was the middle one out of the 3 on offer . I am not a person who would normally leave a review but the treatment I received was so poor and certainly not worth £25.00 . ( I only paid £12.50 as I had recently joined the gym ) So let me start with everything that was not a manicure I have ever had . 1. I was not asked how I would like my nails shaped . 2. No bowl of water to soak my cuticles. 3. No engagement with the girl at all . 4. When treating my cuticles the girl put the instrument into the cleaning solution to push my cuticles down . I was flabbergasted 5. The massage of my hands lasted all of a couple of minutes with the tiniest amount of cream . 6 . Worst manicure I have ever had and will never been back

Negative experience: Massage experience My partner and I went here for a couple’s massage recently and it was the most awful experience. First of all, our booking was cancelled twice last minute due to staff shortages, after we had taken time off work twice! And each time we had to postpone by more than a month to find a suitable time. When we finally went in, the staff at the reception and cafe acted like they were doing a favour talking to us. Poor customer service from the start. They ask you to fill in a pre-appointment questionnaire and take lots of personal details but they don’t refer to this and ask all the same questions again during the treatment. When we went in, we were asked to wait in the relaxation room, which frankly smelled of BO. There was no water to drink and the toilet in the spa area had no hand soap or toilet roll. The therapists came and called us in 5 mins late and asked us to lay down. Then they asked all the questions again and went out to chat and came back another 5 mins late. Already 10 mins into our treatment time when we arrived 30 mins early so this won’t happen. We had two young ladies who came in for our massages. Both my partner and I had the worst massages we’ve ever had. Not sure if we can even call them a massage. The lady who massaged me had long nails and was literally scratching my back! I mean, you can’t be a masseuse if you want to have long nails! We both asked for hard pressure but all we got was them running their fingers over our skin! We were both constantly thinking about how bad it was that we couldn’t relax at all. I would have rather had Ross with his wooden spoons massaging me lol Our treatment was also finished 15 mins before the hour saying that we have some more bed time before we get dressed. So in total, we only got a 35 min massage when we booked 1 hour. I’ve had a massage at Bannatynes Leicester and it was amazing, which is why we booked here, hoping that all staff would have the same training, but I couldn’t have been more wrong. Safe to say that we will never return and wouldn’t recommend anyone going there.

Negative experience: Cannot give 0. Called near the end of our 45min drive to the spa to cancel our treatment and spa day package last minute due to staff shortage. The spa opened at 9 and we didn't get a call until 12.30. No apologies given. Ruined a birthday present and a full day as we were going to a meal out and cinema after.

Fantastic experience: Amazing luxury spa and treatments, really lovely, totally relaxing and friendly helpful staff

Positive experience: This is not the place to go if you want the full, relaxing, luxurious spa experience. There's no beautifully scented rooms, cucumber water and plush robes here. You get a plastic cup of water and everywhere smells a bit chlorinated. Additionally, you share all the spaces (except treatment rooms) with the regular gym clients so the changing rooms and showers are a bit ick (drains clogged with inch of hair, snot on inside of shower door, no loo roll) and there are sweaty gym patrons in the steam room, sauna, jacuzzi. It's all just a bit tired and shabby round the edges. Felt like a community centre not a spa. The café service is slow and the staff seem tired. The food was mediocre. Although the fruit smoothies were delicious. We weren't very impressed that we had to pay extra for the use of a thin, slightly dog-eared towel, slippers and robe. Other spa days we've been on give you these as standard. Even my very basic gym gives out free towels! Plus, only being given one towel means you have to use the same towel you sit and sweat on in the sauna after your shower. Yuk. Having said that, the back, scalp and foot massages my friend and I had were good and we felt very relaxed afterwards. I think maybe just go for the treatments and then go home! If you want to feel truly pampered and decadent, go elsewhere.

Fantastic experience: Truely fantastic day.

Positive experience: Shared a birthday spa treat. It was okay, should have been 45 mins but I only got 35. Head massage wasn't very good but facial and back massage great.

Negative experience: Facilities like the sauna are usually closed for cleaning when I wanted to used them, pool area is old and grimey, very over priced and I even got a few parking tickets for being in there for too long even with an unlimited membership, would not recommend

Fantastic experience: Absolutely loved it the gym is clean and plenty of equipment to choose from, the staff were all very helpful, pool steam room and jacuzzi were very nice and not to busy

Fantastic experience: My second home for fitness, to relax with a coffee and snack, to meet up with new friends. Friendly staff and just a joy to be a member

Fantastic experience: The staff here are absolutely amazing, super friendly and ever helpful! The facilities are very well maintained and the general environment is always very clean. It is busiest on weekday evenings, however; with the amount of equipment provided there is always something available for you to work out on while you wait for any machine you were hoping to use. Weekends are a joy! The smart path program they provide is excellent, Luke my trainer has been brilliant in crafting a program that suits my goals and cadence perfectly. Highly recommended for both seasoned professionals and those looking to start from scratch. The people who work out here are also super respectful, welcoming and encouraging too, which for an egg like me has been highly welcome! Thanks everyone for helping to make the experience joyful. I look forward to every session!

Fantastic experience: Really good facilities, Spa was very peaceful and pleasant. Staff were attentive and happy to help. The only thing I would say is that the signposting/directions could be clearer and easier to follow.

Fantastic experience: Excellent service, brilliant relaxing and my once a month treat, highly recommended

Fantastic experience: Lovely experience. 3rd time I've been here and had treatments and used the spa. The pool area is clean and easy to find, plenty of lockers and changing space. Lovely little cafe downstairs, and the staff are friendly. The Swedish massage and facials are lovely every time. Highly recommend.

Fantastic experience: The perfect way to chill out on a Sunday afternoon. Sauna, steam room, massage and a facial

Negative experience: Very disappointing massage. Left upset from what should of been a relaxing day. Only benefit from the spa day was the facilities

Positive experience: Needs updating in pool area, ceiling and art work stained with water marks. I slipped and fell down steps by jacuzzi and injured my knee, this area at top of steps prone to water collecting ( staff aware of fault, nothing done to rectify 8 months later) Majority of staff friendly and helpful especially class instructors, although found it difficult to find someone to help me in gym area. No one in the office. I struggled to work a piece of equipment only to find out there had been a fault with it for some time. There should be a notice on it explaining. It's a nice place to work out but sadly health and safety maintenance is a little overlooked.

Positive experience: Nice weights section top of the range machines and enough plates for anybody that lifts whatever amount only issue is the closing times

Fantastic experience: Having had spa days twice here (bear in mind the price of the spa day reflects what you actually get! A spa day in a proper spa is hundreds of pounds) I decided I wanted to join their gym. The spa days are fine, nice massage, pool facilities are OK,the spa itself lovely. The gym is big and plenty of equipment to use depending on what time of day you go you may have to wait to use a specific piece of equipment, like most gyms! The cleaners are always cleaning and keep areas nice. Be nice if members would re-rack their weights after use! Unloading 200kgs off leg press etc etc etc and so on becomes really frustrating. Tidy up after yourself! Staff are always lovely!