Bannatyne Health Club and Spa

Fantastic experience: Our second time here, both visits have been so relaxing. The staff are welcoming and helpful, and Elle's massage was amazing with her magic hands

Negative experience: I really wish I had read the reviews before I booked this - all the good reviews appear to be from members of the gym. If you are about to book a “spa” day I would advise against it. The staff were nice and polite. That’s all I can say that is positive It isn’t a SPA. It’s a gym and a pool with some treatment rooms. Everything is old, tired and a bit grubby. We had to rent the towels - they should just go in the bin not in the wash. I’ve never been to a SPA when I have to hire a towel. We didn’t use them as we didn’t want to go in the pool which is set up for lane swimming. Yes there are loungers next to the pool but it looks like a public swimming pool.. not exactly the kind of place I’d expect to sit and relax. They wouldn’t refund the towels even though we didn’t use them. You have to wait for treatments in the main cafe and look and feel ridiculous. We decided to cut our losses and go somewhere else for a walk and come back for our treatments. We shouldn’t have bothered. Again the rooms are just a bit grubby. We had booked the hand/shoulder/ scalp massage and the foot massage. I’ve never been anywhere where a pillow isn’t put under your knees to support your lower back so despite not having a back problem - I was glad when the treatments were done so I could get up. The female was very nice and polite but I suspect not trained other than to rub oil in circles. My partner also had a treatment and her person sniffed the whole way through and varied between rubbing circles and a scrubbing motion. We regret going back. Complete waste of money and a really disappointing day. They should stick to being a gym and not pretend to be something they aren’t. Absolute waste of time and money.

Negative experience: Very disappointed. Virgin experience spa DAY! We was looking forward to a day relaxing in the spa. And we lasted 2 hours before we decided to just head home. Massage was poor, broken jacuzzi, sauna and steam room small only fitting a hand full of people in. Would say you should just keep this as a members only gym and don’t offer things that can’t be delivered.

Negative experience: Unfortunately I can’t say that this was a pleasant experience. As a gift for Christmas I was really exited to go and experience a lovely spa day. The moment we got in the door, we were told about a £10 towel, robe and flip flop charge that wasn’t clearly stated when booking. We decided not to go for it and I luckily had brought my own towel so we had to share. The facilities were grubby, dirty and frankly just not very welcoming. Not only that but we also werent shown where to go so we had to find out ourselves! The pool was okay and the other facilities were overcrowded and mediocre, the treatments were also the same, cut short and late to pick us up. The outside of the treatment rooms were chatty and there was an annoying fan during my treatment, but that was probably the best part of the day. We decided we had had enough and showered, in the not so clean showers. Overall will definitely not be coming back and there are so many more beautiful places to go for a fraction of the price!

Negative experience: Went today we had the spa and leisure package. Please don't waste your money. We was let in by the lovely very friendly staff member . When we got in we had to find the changing room not the only people looking lost. Got changed went to the pool but couldn't use it as there was a fitness class being held and was full. (Need to book this class on line ) we then went in the jacuzzi this got full really quickly. We then feeling disappointed went to get a coffee before the treatment we booked . This again was anything but relaxing. At this point it was time for the spa team to come get us . This was a positive very nice staff. After the treatment we went back to the pool still full only then did we see the steam room but it was full . We just decided to get dressed and go to the cafe for the cream tea withing the package we had paid a lot of money for. This was not what we had expected a scone with the jam in the plastic pot also cream that didn't look right . I would definitely not recommend the package to anyone. Iv been to some lovely spa days for half the price. The 2 starts are for the man on the front desk and the staff in the spa or I would have given no star's

Negative experience: I recently visited Bannatyne Spa Cardiff, and unfortunately, the experience was far from relaxing. From start to finish, there were multiple issues that made the visit frustrating and not worth the money. • Locker Issues: The majority of the lockers were broken, meaning we spent 20 minutes searching for one that worked, only to have to share a single locker between us. • Unclean Facilities: The waiting area was messy and unclean, which was not what you’d expect from a spa. • Treatment Delays: Our treatments started 15 minutes late, disrupting the schedule. • Serious Allergy Oversight: Despite filling out a check-in form and calling ahead to confirm my nut allergy, the therapist was unaware, causing even more delays while they found suitable products. This also highlighted that my mother was never asked to fill out a check-in form at all, meaning staff had no idea about any potential allergies or medical conditions. • Inconsistent Treatments: My facial included a neck and shoulder massage, whereas my mother’s did not—despite booking the same treatment. Additionally, my mother was given water afterward, and I was not. • Noise Issues: There was loud banging throughout the treatment, making it hard to relax. • Unpleasant Smell: A strong drain smell lingered in the corridors, which was very off-putting. • Unexpected Charges: Nowhere during booking was it made clear that robe and towel hire would cost extra—this is highly unusual for a spa and felt like an unfair hidden charge. After raising these concerns with Spabreaks.com, who handled the booking, they refused to take responsibility and merely offered a £30 voucher instead of addressing the issues properly. Bannatyne Spa Cardiff also refused any refund or compensation, despite the numerous failings in service and hygiene. For the price, this experience was unacceptable. There are plenty of other spas that offer a far better service without hidden fees, broken facilities, and poor customer care. I would not recommend Bannatyne Spa Cardiff or booking through Spabreaks.com based on this experience.

Fantastic experience: Great service, recommend the omelette and was a nice touch with free grenade bar with any hot drink. Perfect place to unwind after hiking in brecon beacons

Fantastic experience: Had an amazing treatment with Hannah today in the spa. She was brilliant. I really enjoyed my massage. I would definitely book again :) Spa was so lovely x

Negative experience: Dissapointed with my visit and unfortunately won't be returning. Although the staff were lovely, the place it's self is very small, not much of a spa and definitely not relaxing. Didn't feel welcomed at all by the elderly, found them extremely rude. The towels need upgrading and the food needs improvement. Having to pay £10 as well as another £10 for the dressing gown and flip flips was a bit much, a deposit yes but not having to pay an extra £10.

Fantastic experience: I’ve been a member of the club for a few years now, and I really love the friendly staff who are always happy to stop and chat. The community feel and the social events at the gym are definitely what make it so special for me. I’ve recommended the gym to a number of friends, and now most of my family are members too! One thing I’d love to see is some new equipment, like a GHD hip extension (which wouldn’t take up much room) and a hip thrust machine.Overall, it’s been a great experience, and I look forward to seeing how the gym continues to grow!" "

Fantastic experience: I am enjoying working closely with the trainers, Tash, Em and Zoe are amazing and I am seeing amazing results and the support they are giving me on my fitness journey is amazing, I have tried different ways over the years to get on track and only ever seen results being a member at bannatyne heath club! Thanks guys !

Fantastic experience: I’ve been a member now for over 5 years and I highly recommend it! The brilliant staff and members really make it a community and a great friendly atmosphere for members old and new. The staff are always ready to help and thanks to them I’ve gained confidence and improved my technique with their support - with a particular shout out to Em, Dan, Zoe, Aston and Tash! I’ve met lots of lovely people and made some great friends through the Choose to Lose challenges and the social quiz nights the staff arrange. The gym is now somewhere I look forward to going to.

Fantastic experience: More than just a gym. Having been a member on and off for the past 10 years, in the last 2 years my wife and I have engaged in some of the initiatives set up by Dan & Tash and have loved the fitness but also the social side. PT sessions with Em & Zoe have been challenging but a lot of fun. They really give you the mojo when you feel like you’ve lost it! “Team Tash” and co are awesome. Highly recommended - fitness club with a friendly and welcoming atmosphere with many other members also now counted amongst valued friends. Great job all. I may not go as often as I should but whenever I do it’s always great banter and a whole lot of laughs

Fantastic experience: Fab gym! Amazing Staff! Special mention to Zoe, Aston and Seren for their support! ❤️

Fantastic experience: I joined last week and it’s the best move ever. Currently doing a 6 week challenge where I’ve met some lovely people, and the coaches are so motivating. Love the community spirit.

Fantastic experience: Just love this place , the gym is great and there are a lot of different classes to book. I especially enjoy RPM , Strength and conditioning and Circuits . All the staff and trainers are really friendly and helpful and there is a good fun atmosphere at the club.

Fantastic experience: Great health club, the staff are fantastic and so friendly! They are always on hand for help and advice

Fantastic experience: I'm enjoying being a member here. The facilities are good, and the staff are great - helpful, approachable and knowledgeable. They do some great classes and programmes and I highly recommend Choose to Loose (additional payment required) as a friendly, assisted route into workouts, classes, weight loss/muscle gain in addition to nutrition & diet advice. This is also a fantastic way to get to know lots of like-minded members. The Bannatyne app shows you how busy the place is before you arrive which is helpful. There is also a nice cafe/coffee shop where you can get smoothies, juices and food, discounted for members. Spa facilities also available.

Fantastic experience: Have been a member of bannatynes for 6 months and have only positive things to say. The classes and facilities are great and the choose to loose program is brilliant. Massive shout out to the best coaches, Zoe, Aston and Seren. The best support!

Fantastic experience: I couldn't say anything negative about this place. I have been a member for over 15 years and the challenges they offer are exceptional. Especially the choose to lose challenges and giving a massive shout out to tasha and emily with their knowledge as coaches. Not forgetting every other staff members there they are all exceptional.

Fantastic experience: A fantastic club and gym. Biggest asset is the staff - their knowledge, engagement and friendly attitude make this a wonderful place to keep fit in good company and top facilities.

Fantastic experience: Treated my wife to a spa day at bannatynes and had a fantastic experience. The treatments were great. My therapist Elle was excellent. We will be back again.

Negative experience: I recently visited this ‘spa’ with my sister in law for her 30th birthday and all I can say is I was absolutely appalled with everything about our experience. From the moment we walked in we were greeted by the receptionist and were told we had to pay to hire the towels, robes and slippers. £18 each per person. I have never been to a spa where you have to pay for these, I’m in the beauty industry and I have never in the 14 years of being in the trade have I ever had to pay for towels and robes. When we addressed this to the receptionist it was very much shrugged off. Basically pay or nothing. We were then collected by the therapists to start the treatments and was not made aware that we would have a male doing our treatments which made me feel slightly uncomfortable. He didn’t explain how to get ready for the massage or explain anything. (Luckily I knew what to do). I felt like the massage was rushed and also his massage was very basic, I felt cold during the massage, I could hear people talking out in the hallway and the gym activities going on upstairs. When the full body massage came to an end he told me to get dressed and move to another room for my facial, which I have never done in a spa experience. At this point I have had enough. Went into the facial room and the therapist seemed really lovely but didn’t run through anything about my skin or if I have any concerns, just if I had any allergies. After the facial we were told to get dressed and meet them in the hallway with a cup of water and 3 therapists greeted us. I felt very uncomfortable as I mentioned about the towel situation and again the response was just shut down. We were due to use the facilities after our treatments but after having the worst experience we decided to just leave. I paid £220 for this ‘spa’ day as a big birthday present and I actually felt embarrassed for my sister in law. I would never recommend Bannatyne spa to anyone after this awful experience.

Negative experience: Lady greeting on reception wasn’t coherent when saying what the treatment was and had to be asked three times - it still wasn’t clear then! Slow service in the cafe and when my food came out, the bread was on the verge of being burnt, with the filling being tasteless due to being burnt in parts with lettuce that was past its best. The rest of the salad was fresh and edible so left most of it as I got called in to treatment but was told I could finish up if I wanted. Took my cup to the counter as it was empty and to find out where my food was and the lad behind the counter walked off as I was clearly approaching. Treatment was average, with way too much pressure used for a relaxing hot shell (which were stones!) massage. Should have been half hour but lasted all of 20 minutes. Overall a poor experience for £9.90 on cafe items and £54 for a massage. I shall not be revisiting and recommend that other spas in the area are used for better value for money.

Positive experience: Too expensive but it makes sense if you apreciate free parking slots and a big swimming pool. Many things broken or not working properly. It seems they are going to replace showers and lockers,

Negative experience: Disappointing Experience with Cancellation Policy I recently booked a spa day at Bannatyne Spa Cardiff through Wowcher for my birthday, and I was really looking forward to a relaxing time. Unfortunately, the day of my booking, I unexpectedly started my period, making it impossible for me to enjoy the spa as I had hoped. I contacted the spa to explain the situation and inquire about rescheduling or canceling my booking, but I was informed about a strict 48-hour cancellation policy that didn’t allow for any flexibility in this case. I understand that policies are in place, but it seems unreasonable to expect people to predict situations like this, especially for something as unavoidable as menstruation. It’s disappointing that there was no room for understanding or flexibility in my situation, especially since this was meant to be a special birthday treat. I hope Wowcher and Bannatyne can review their policies to be more accommodating for situations beyond customers’ control.

Negative experience: Booked through red letter voucher . Was given different treatment to that booked .the treatment was not pleasant Had a poor experience in cafe ...not really my day ..shame as it was a birthday gift . Have tried to email and contact staff just to make them aware but have had no response Very sad as facilities are lovely . Feel sorry for my friend who paid for voucher

Fantastic experience: Mum and auntie loved the place. Great facilities, great and accomodating staff. Very good massages and facials.

Negative experience: I had a really bad experience at this place last week. I had arranged a massage with my best friend. Midway through my treatment, my female therapist left the room, only for a male therapist to return in their place. I was given no warning of this happening. As a female I think it's common courtesy to check if I would be happy with a male therapist being in the room with me in my pants! I have complained to all available email addresses about this incident but have had no response, thus feel I have no option but to leave a public review. I would absolutely avoid this place. I was left feeling extremely uncomfortable by this incident.

Fantastic experience: Had a lovely massage today with Latisha - then made use of the swimming pool, sauna and jacuzzi. Will definitely be back. Thank you

Fantastic experience: Best decision l ever made to join the Bannatyne Health Club and Spa l found it very professional and l was welcomed by a friendly team member it has meet all.my expectations thank you JJ

Negative experience: Awful place! Booked by my daughter as a birthday treat then a few days before arriving asked to change our times as staff sickness. Fair enough, can’t be helped but when I asked to keep the times close as they wanted a 3 hr gap between my daughters treatment and mine whoever phone was quite stroppy. We eventually booked 2 for 1.30 we arrived and told to relax in the waiting area. This was very close to the main entrance so we sat at an empty table full of used plates and coffee cups hoping it would get cleared ( still there when we left) I used the toilets which really needed some tlc. Others sitting with robes on looking very uncomfortable. My daughter was called for her treatment and then I was called 10 minutes later as the manager was dealing with another complaint!! Myself and my daughter both booked the same treatments but they turned out very different. After the treatment I was asked if I would like a glass of water which I said yes. Waiting for her to come back with it and explain to me the treatment used but no sign of her so I left the room she was waiting for me to give me a £10 off products (I had no knowledge of what was used) then I asked for the water. She had forgotten. Basically it was a faulty towers spa. Don’t waste your money!!

Negative experience: With less than 24 hours notice, I received a phone call from Bannatyne in Cardiff to cancel my spa day. Firstly it was explained that the therapist was off sick then she had left the company so very mixed messaging. We had booked this experience months ago and even booked accommodation overnight as we are not from Cardiff and this was for our anniversary. I had read in the reviews that they seemed to cancel bookings a lot so this was a concern when booking but I really thought they couldn’t be as bad as the reviews, turned out I was wrong. I am so incredibly disappointed

Negative experience: I cannot, for the life of me get through to these guys. They are awful.

Positive experience: we went as a group of 5 today. We had all booked months ago but had to change dates to the passing of one of our group members. When we arrived today we were told that one of our bookings was moved to 2:15pm So only 4 of us would be having our treatments at 1pm, we were not told that one of the treatment times had been moved. Apparently this was done two days ago! But no communication from the spa themselves. The ladies who done the massages were great in all fairness. A lady called Melissa carried out my massage and she was lovely!. Really friendly and communicated with me during the massage. Same with other group members, they all agree that the ladies who done the massages were amazing. The main staff at spa are not as friendly, they all seemed like they didn’t want to be at work and were really rude and blunt towards us. We paid the extra £10 for the towel and robe, The towel was tiny, and would fit around a toddler! And the robes were given with no belt. Personally, if I went again I would take my own robe and towel. I’m still waiting for my refund for the £10 deposit!!. Massive shout out to the ladies who done the massages though!. We felt like they were the only ones who cared about their clients!.

Positive experience: Spa and staff there are amazing, site looks shabby from outside, and pool,locker rooms and poolside ect looked a bit grubby. There was an exercise class on when I was there so pool was off limits.

Positive experience: Nice friendly atmosphere, decent gym area, good size pool area, steam room, jacuzzi. Coffee area.

Positive experience: It wasnt very spacious the gym was very small and a bit closed in ,aThe sauna was good. It again smaller than expected ,pool nice but chlorine was bit strong made my eyes burn but none the less had an enjoyable visit but wouldn't pay the monthly membership fee , but extortionate for what you get

Fantastic experience: Much needed facial and back massage. Undoubtedly the best birthday gift ever! Myself and daughter throughly enjoyed.

Fantastic experience: Great club and well run. The price is great value for money and you won’t get cheaper for like for like anywhere in Cardiff. Lovely welcoming atmosphere with really friendly staff.

Positive experience: Staff were really lovely and i really enjiyed my experience there. The treatments were amazing

Negative experience: Treatment booked at 9am - had massage/ facial which was not relaxing it actually really really hurt. My mums back was killing and my shoulders was so painful.. felt like we had been beaten up.. i hope this is better tomorrow after we sleep it off. after the treatment I asked if we could use the spa… to then be told no cause need to leave the stuff on our face as long as we can. So we didn't even get time in the spa. Would not recommend. This was not a relaxing experience if anything i felt better before going in. Next day - woke up with conjunctivitis

Negative experience: I visited Bannatyne to use a voucher I purchased as a Christmas present for both myself and my partner. Upon arrival we were told that all robes were in the wash despite knowing we had a 3pm booking for two people. We were then informed that we could use towels as a substitute but they would come at a charge of £3.50 per towel. (We did recoup this money at the end of our treatment once informing another member of staff that we did not use them) We were shocked that we were expected to wait for our treatment in the cafe area in just a towel, we felt slightly out of place in the cafe/waiting area given that other members where in robes waiting for treatment whereas we were still fully clothed. Due to this when we were called for our treatment we were not fully prepared . Despite this welcome we were both happy with the quality of our massage treatments, however the visit was tainted by the poor welcome we had received clearly due to a lack of preparation from the staff.

Positive experience: We had a lovely spa day here. The staff were friendly and helpful. It would've been nice to have more of a relaxing area by the pool.

Negative experience: Booked myself and partner a spa day for his 30th through buy a gift. Steam room was not working and we were not told. Sauna was very small as is the jacuzzi. Swimming pool was taken up the first hour we were there by an aerobics class, the pool is sectioned into lane swim so was unable to have a relaxing bob about. No phones by the pool side so no area to sit and chill having a scroll through your phone. Staff seemed to be confused as to why we arrived a few hours before treatments, and seemed to laugh as the fact we were there ‘early’. Robe and towel need to be hired, £10pp! The cafe wasn’t the greatest choice and when we tried to order a jacket potato they told us that they only sell 10 a day and that they had sold out. However the treatments were lovely. Definitely not the relaxing spa day we expected, we couldn’t wait to leave. Wouldn’t book again, or recommend if you want a relaxing spa day.

Negative experience: Oh wow and not in a good way ! Not a spa clearly a leisure centre with a couple of darkened low lighted rooms, twinkling candles and back ground music that was annoying and not relaxing. A 60th Birthday treat of spa facial and sparkling cream tea was booked and expected but reality was a facial that left me with a face you could fry chips on and a burnt toasted tea cake and milky coffee as they did not have their scone delivery. Pool was not inviting as it was sectioned into lanes with 'proper' swimmers going up and down when we wanted to have a relaxing bob about. Dressing room was clean from what I could tell. Spa waiting area was on sofas next to the cafe, awkward when you are in dressing gowns. Got into treatment room and the pleasant staff member said I was in for 3 treatments, now I could of lied but no I came clean & replied I was in for a facial and then told to get on the table whilst she left the room. Well a degree in mountain climbing and climbing gear would have come in handy as the table was so high off the ground. Facial with elemis products was pleasant although I had no pillow or neck support just what felt like a flannel under my head so I was literally lying stiff like a cheap wardrobe flat pack. I won't even talk about how I got myself off the table at the end of the facial but it may of involved unintentional flatulence ! I nearly got talked into buying some of the products as I needed to relieve the cream tea emergency disappointment by spending money but even that was time consuming and products not in stock so in the end I gave up. Seriously just do your homework and read the majority of the reviews at this location. Don't waste your money.

Negative experience: Do not buy Wowchers. My Gift Wowcher was worth £95. Redeeming it was not easy process. I spent a lot of time trying to find out which spas would redeem the deal I had. The phone just rings out and emails ignored. Finally got Cardiff to confirm. After all that my visit witj my sister as my guest was such a disappointment. Reception greeting was smooth but sadly it went downhill quickly. We soon realised that we would not be using the pool as there were experienced swimmers in lanes. The pre spa waiting area was noisy, as it was part of the main reception area which was very much a leisure centre with members walking back and forth. When we checked that the cafe (a small cafe bar and area to sit at tables ) were expecting us we were told there had not been a delivery. No scones. In fact, no "sparkling cream tea", just a stale toasted burnt bottom teacake with a cup of coffee. The treatment was fine, although the Elemis products are lovely, the bed was covered in a damp feeling towel and my sister's bed didn't have a pillow and so she was uncomfortably flat on her back with no neck support. Afterward our 25 minute treatment we were being encouraged to buy products that were meant to be buy one get one half price. The product we chose was not in stock however so we were offered an alternative which was 3 times the price. They looked shocked when we said we would think about it over our 'non existent cream tea'. A truly awful let down and disappointment. Anna-Maria

Positive experience: Massage was fantastic Malissa was one of the best I've ever had and my niece had Malissa after me and she said exactly the same fantastic at her job. Only down fall was the deal included a creamed tea but the cream needed defrosting and was hot when given to us so not the best but it was cheap

Negative experience: Avoid. Just awful. Staff are unhelpful. Not provided with pertinent information in advance so unable to access the pool. Total waste of money and a ruined day. Plenty of far better places in Cardiff with staff who actually want to help.

Negative experience: Incompetent staff, ladies showers stink and hair clogged drains, freezing pool. Gym needs major refurb. Comparable to a Temu version of David Lloyd

Negative experience: Not a great experience. Took my mum for her birthday via a wowcher voucher. Got phoned up the day before with them attempting to cancel our treatments due to no staff. We couldn’t reschedule as my mum was travelling 2 hours up to Cardiff to join me. They instead offered for us to come use the pool facilities for free that day (despite when using this pool it being completely closed for an aqua aerobics class for a full hour) with a promise of a complimentary reschedule with the full treatment and sparkling cream tea we were expecting. We emailed the email they gave us after we left to rebook and receive this, and have never received a reply. I’ve emailed twice, and filled out a complaint form on the bannetyne website, to no avail. My mum almost. A year later has never received the proper experience I paid well over £100 for, and we are left extremely unsatisfied and underwhelmed. Will not be returning.

Positive experience: Staff were friendly enough but we were double booked could only accommodate one of us for full treatment and my friend had treatment but not was rushed

Fantastic experience: I definitely recommend Tanisha in the spa . I had a great massage and felt very relaxed. Thanks.

Negative experience: Massage was good but this venue is not really a spa experience and so is not great value for money. The facilities are mediocre and more like a leisure centre, you have to pay for towel and robe hire, and there are children in the spa pool area.

Negative experience: Very disappointing experience. The 30 minute message was much shorter than it should have been and was very mediocre. Pool was fine, but both the sauna and steam room were small and busy. Would not recommend.

Fantastic experience: We bought our daughter here for her 18th today, we can say the treatments we had were amazing!! Thank you for your hospitality and we will be definitely coming back, thanks x

Negative experience: This is a leisure centre not a spa. Charged £10 for a towel, robe and flip flop hire EACH person ! plus £10 deposit...lunch was not great- very small choice jacket potato, sandwich or all day breakfast. Will not return, very poor service, poor value for money.

Positive experience: Clean and gym well equipped. However not the kind of place you should visit if you are looking to relax- we have been 2 other bannatyne spa venues and this is not to as high a standard as those (Stratford upon Avon and Milton Keynes). Swimming pool lacks seating area and relaxation spots, sauna and steam very small and felt a little crowded. Spoke to a man on the front desk when we first arrived who was very rude and almost laughed at us for coming several hours before our treatments to use the facilities. Cannot fault the spa ladies and treatments- very relaxing.

Fantastic experience: Loved it and had a fantastic treatment by Coral! Everyone was super friendly and the facilities were lovely! Highly recommend

Negative experience: Tried booking my first spa treatment at this location through the phone due to having difficulties booking on the app and applying membership discount. I was advised to try again on the app and to call back if it didn’t work. I was still unable to book on the app so I called back and as I started to talk the line cleared. I called back a third time and was hung up on again. I put the first time down to being a mistake but for the call to end a second time seemed like the staff member was trying to avoid me? Not impressed.

Negative experience: Bought a Wowcher Bannatyne 3 treatment spa deal with voucher but we only received 2 treatments and no additional £10 voucher as stated. Nice treatments, steam room and pool but wouldn't buy a deal for Bannatyne Spa again, as messaged customer service and they haven't replied.

Negative experience: Do not visit here using Wowcher offers, and be wary that the management are slow and unhelpful when answering emails. I booked via Wowcher and after a series of errors and delays I was offered a refund which was to be submitted to Wowcher by the staff. I have had minimal and slow correspondence from the management about whether this is in process and 3 months since my booking was unable to be honoured due to a booking system error I am still out of pocket and being ignored.

Negative experience: Took the day off work after booking 3 months in advance. 2 hour drive. Get there they said it was cancelled "Didn't you get a call?". Nope, no call buddy. Re booked us in the next day so we booked a hotel nearby. Really annoying. The treatment was short and okay. Waste of time and money though, I expected a lot better. Shame tbh

Negative experience: Pretty poor of the company as rang them repeatedly trying to get information regards a corporate deal and no one could be bothered ringing me back. Bet Duncan would be impressed.

Positive experience: lovely relaxing massage, great pool sauna and steam room and hot tub but the hot tub is really small needs to be bigger or have a second small one as its not enough. great experience overall though

Fantastic experience: A fantastic day from the moment we arrived. The staff are extremely helpful, friendly, professional and polite. The treatments we recieved were excellent. I highly recommend this place. Thank you for a lovely day.

Positive experience: Great pool. Just joined but nobody to show us around or tell us about the facilities. Shame

Fantastic experience: Massive thank you to Olivia whom gave me and my partner three treatments each yesterday. She was very professional, and superb at her job! The perfect balance leaving us to relax and enjoy the treatment, while also keeping us informed. Having enjoyed her magical treatments we will definitely look to book again. The Spa facilities are a health club and so - busy with gym memberships! But Olivia really made us feel like we were in a luxury spa and worth the money we paid. For info we had the shoulder, back, foot and arm massage and i enjoyed a elemis facial (FYI the best facial i have ever had my skins glowing today) - So thank you!

Negative experience: Used to love this place. Haven't been since before lockdown. The pool was freezing, the steam room was nice but very small. It will only hold 6 people sitting very close to each other. Couldn't get into the sauna at all because it was very small and always full. The hot tub had bits floating in it. Had a treatment which was nice but no relaxation room in a spa? Wasn't impressed at all. Won't be going back.

Negative experience: I am a full time member of this gym (Cardiff). Whilst the staff are generally great, the venue and price point are not. The gents changing area constantly smells terrible and is need if maintenance. There is only one tap working out of 3. The urinals are often to the brim with urine. The entire building looks tired. Carpets/floor tiles and paintwork look drab. The building needs a refurbishment. Whilst the gym is decent it is missing some basic equipment. It also seems understaffed. I've tried calling a few times in the evening and no one answers. At the price of my membership I would expect a better experience. Judging by the number of bad reviews on here, I doubt they or Mr Banantyne care.

Negative experience: As a long term member I sadly have to say that the standards have gone down at this club while the membership prices have increased. Maintenance and cleanliness are the two biggest problems in my opinion. For months, the handrail in the main shower near the sauna and steam room has been hanging off the wall, with no schedule indicated as to when this simple issue could be fixed. The sauna panic button has also been out of order with no indication on when this will be addressed. Earlier this month, the lights were broken in the sauna area which took 2-3 days to fix. The whole spa area is in desperate need for a deep clean with black mould clearly visible on the tiles in the shower and the floor tiles also needing a deep clean from dirt build up. The gym is well equipped and the classes are well run however the class booking system has experienced issues intermittently. I would not recommend signing up to a long term membership at this club until standards improve.

Fantastic experience: Had a lovely massage and used the pool sauna and steam room which were nice has a free car park just make sure you enter registration.

Fantastic experience: Had a spa treatment this morning with Sam. The treatment was amazing, felt so relaxed after it and Sam was friendly and professional throughout, would definitely recommend.

Fantastic experience: Incredible experience! The pool, changing rooms and other facilities were immaculate! We visited the spa and had a lovely service from Melisa, we will definitely be coming back soon :)

Negative experience: It was my birthday gift from my child. They had saved all their part time job money to get me the voucher. I had recently been very ill. So alongside my birthday gift it was a special day where I took my best friend. We arrived 8 mins late. Fair enough it was to be taken off the services. Even though we were then asked to fill in forms for health reasons for treatments. Apparently you should have sent them online by Email to me attached to confirmation or 48 hours before they said. But I have evidence on my emails it was not attached. This took a further 10 mins off our treatments filling them in . Then we were not showed any facilities. Not offered any towels. We didn't receive the free Eye mask. Either of us. ( as advertised with the vouchers online ) The forms we filled in ....the manager took off us both. We followed her and a young girl . Neither of them looked at the forms. I watched as I'm in the beauty industry myself. I HAVE 34 years experience and I'm an award winning self employed business. The girls then rushed us to the rooms . At this point I already felt unhappy. The manager said to my friend " follow me I'll do you" The other girl said " OK your with me " She said in the room " is your name Fiona ? " I said yes. She said " oh your supposed to be in with my manager as I have your friends massages on my list " but she said she would do it anyway . She asked me to undress and she would come back I said, "Please don't leave as I have a bather on and time is ticking. But she insisted , she said regardless they give 5 mins for undressing. So at this point my 45 min massage had left me with 15 mins !!!!! I just hung around waiting for her to come back She spent 5 mins on my legs 5 mins on arms 5 mins on head. ( no oil offered . ) I'm qualified in shiatsu massage head , shoulder and back. This honestly after so many massages in my life to many spas was the worst I have ever had. I heard all about her as she talked throughout the 15 mins , about her just qualifying and the long days she works. Plus how she doesn't like doing hard massages as it hurts her. Her endometriosis. Her life. Her future. I couldn't relax. My hair was hurting as it was dry. It should have been oiled. It was clear she was very new at this and needs a LOT MORE TRAINING and how to be professional with clients. The massages were over in a blink of an eye. My birthday treat was ruined. Your saying this is worth over £200.00 ??? No way It was not worth 10 pounds. I came out so upset. We had travelled a 2 hour round trip. We spoke to the manager on duty and he refused to offer anything to compensate what had happened. My friend was stunned at the low standard of customer service. It was like a production line. Rushing in and out. You've advertised a luxury spa. It was a leisure centre with a very basic under experienced staff offering massage services. You've totally ripped myself off. It honestly upset me so much . I burst into tears when I got home. I bought prior to coming the same voucher for my daughter and her boyfriend for Christmas but after telling them my experience they will be swopping their voucher to something else. I am seeking a refund as I'm extremely unhappy . If I don't receive one I will taking this matter further .

Fantastic experience: Booked on red-letter days for my fiancés birthday and really enjoyed the experience. Great facilities and very professional staff. We both had a Swedish neck and back massage and both really enjoyed them and also made full use of the pool, sauna, steam room and jacuzzi. Would really recommend.

Negative experience: Purchased a voucher nearly a year ago, multiple attempts to try and book. After waiting another 6 month's (closest Saturday available) I booked for my partners birthday. Just received another cancellation call a week prior to booking due to "staff shortages". Hopefully get a refund and go somewhere more professional and capable of giving what they offer.

Negative experience: Absolute joke of a gym, meant to be luxury service but no one ever picks up the phone at reception? The gym itself is not good, go to JD instead

Negative experience: Truly awful business. Thank you very much for wasting so much of our time. Don't even bother with this place as they'll just waste your days and not honour the bookings. FIRST CANCELLATION : 14/09/2023 - We booked a spa day for two here to use a voucher we received as a gift from friend. We took a day off just for the spa treatment booking at 3pm. We received a call from them cancelling the appointment at around 1pm saying they don't have enough therapists on the day. They offered to book us in for another day and we accepted it because sick calls could happen at any workplace. However, due to cancelling the appointment close to the time made us waste an annual leave day for us. SECOND CANCELLATION : 29/10/2023 - This is the day they offered when they cancelled is in September and promised there won't be any difficulties this time around. So we got up at 6:30am on a Sunday to get ready for the spa and we set off early as we don't live in Cardiff. On the way to Cardiff, we received another call again at 9:00am saying they can't complete the full treatment for us. Instead we can take a 30-minute treatment each if we want instead of the 45 minutes or cancel the appointment. We cannot just accept this after how they've wasted our annual leave last month. Business not honouring their own appointments several times, will be staying away from all these brand of spa in the future.

Negative experience: BEWARE, ANY POTENTIAL VISITORS OR MEMBERS. I have received a parking fine at this site from a visit in August 2023. The fine was issued late September 2023 and I received 8 days ago in the post. Firstly, I don't live locally, so it isn't as simple as popping in and having a chat over the desk. Secondly. since receiving the ticket I have phoned at least once a day for a resolution on the matter with no answer at all. For a high quality establishment you are SHOCKING at answering your phones. I personally have tried 5 times today alone with no answer of the phone. This is using option 1 and 3 on the phone. Thirdly, on the day or prior there was no advice or guidance to enter a registration or provide information of exemption and have now been forced to contest directly with Smart Parking Ltd. My partner has also tried contacting you on several occasions too with no call being answer. HOW ON EARTH ARE YOU RUNNING A BUSINESS IF YOU CANNOT ANSWER YOUR PHONES!?!?!?!?! Apparently your sales team don't want to answer the phone either as whilst typing this I have tried to contact again. APPALLING CUSTOMER SERVICE! Where are your signs located for entering a registration in for exception of a parking ticket? As your establishment are completely useless in answering phones, maybe you will be better at answering a 1* review, which would have been 0 if there were an option. I eagerly await a response.

Fantastic experience: Nagina was without a doubt the best spa therapist I’ve ever been to. She was knowledgeable, welcoming and went out of her way to make our visit perfect Highly recommend booking in with her Thank you ☺️

Positive experience: I've been in a good number of spa days here and this is the first time I've been disappointed. Firstly, the staff are lovely! BUT for some reason they thought it a good idea to clean the coffee machine at 12.30, so it couldn't be used for 2 hours over lunchtime!??? Then there were only jacket spuds on offer for lunch, but when we went to order there were only baguettes! Sadly, rather an unorganized shambles. My massage therapist was lovely, but rather listless. My Swedish back massage lasted 15 mins - if that - was supposed to be 30 minutes. However, my facial was very relaxing and therapeutic...... I will go again as the facilities are brilliant, and hope the therapist has a little more enthusiasm in her job.

Positive experience: Visited today after receiving a voucher from work colleagues as my maternity gift. Today was my last day of maternity leave so thought it would be a great day to use it. Booked online which was fine and received a questionnaire to fill in beforehand but I'm not sure it was even looked at. The facilities are oversubscribed. The pool is set up for lane swimming so you can't really enjoy the pool unless you too want to lane swim. The jacuzzi is small as is the sauna and steam room so with the volume of people It was hard to really get proper time to relax. The treatments were great but trying to buy products at the end was a nightmare as there was just no one on the desk to help. The cafe was empty and not serving anything more than smoothies, caked or crisps as apparently there was no one in to do food. They did however have time to spare doing a charity bike ride in reception. Raising money is great but when the guy is on the bike barking at you to go and seek a colleague out in a back room they really should reconsider their priorities. Had I paid myself for it I'd have been bitterly disappointed but as a freedue it was OK.

Negative experience: Appalling treatment of a customer. It's evident they're fully aware of their wrongdoing, considering their attempt to cover it up by deleting comments on their social media. Establishments like this should recognize their dependence on hard-earned money from customers looking to indulge themselves. Refund Dollie her money immediately!

Fantastic experience: Amazing service, locker rooms, bathrooms, gym and swimming pool is clean and well maintained. Cafe staff are kind and helpful

Fantastic experience: Spoke to a lady called Holly. Me being a donut I have accidentally booked a slot in Shrewsbury, Shropshire for a massage for me and my partner. We live in Cardiff so why and how I did that I really don’t know. I called the spa and she is currently trying her hardest to get the appointments swapped to Cardiff tomorrow. If she doesn’t succeed, she tried and it’s much appreciated. Really good service and I haven’t even booked the right place! Like I said, even if she doesn’t manage it, I’m still impressed that she’s giving up her time to try and fix my stupid mistakes. Thanks guys and we look forward to the massage whenever it may be! Lol

Negative experience: I never leave negative reviews but we had a voucher to book via Red Letter Days and paid a bit more on top to book this spa. You can’t speak to anyone to book so I requested they get in touch with me. They sent me a form to fill out with requested date etc, sent that back, they confirmed the date and so my partner and I booked the day off work (it was going to be for his birthday). Three days later they emailed me to say they were unable to honour our booking because there was no longer any availability on our chosen date. It was a pain to try to book in the first place, so I wouldn’t use them again unfortunately.

Negative experience: I was there for the first time. Not very satisfying with staff and also about treatment. I bought treatment from Voucher at a discount price from 160£ to 42£ and have expected 3 treatments. Treatments have been one 40 minute massage - scalp, back and arms. Thank God this trick cost me a discounted price and not fully. Disappointing...

Fantastic experience: I have been a member of Bannatyne Cardiff for just over 2 years and I would highly recommend it. I have gained so much confidence in the gym as a result of the helpful coaches, the fun (but challenging!) classes and the all-round community feel when I attend. I don't think this is something you'd get from other gyms. Love it

Positive experience: Gift of a spa day 2-1, used the facilities for around 50 minutes ( lucky as aerobics class started after we left the pool) told to wait 10 minutes before treatment after 15 minutes I mentioned. One of the therapists was helping receptionist make coffee in cafe. My friend went in, I had to wait another 10 minutes to wait for room clean, asked how long told 30 minutes to receive 20 minutes (lovely therapist and treatment). First time visitor and probably the last for the ££ and experience. The waiting area next to cafe so we dressed before treatments.

Negative experience: The treatments are lovely and the service from the therapists is lovely. However, I would go on a treatment only basis, it is sold as a spa day and it is certainly not that. People are expected to wait in their robes in the reception area with members chatting and laughing over coffee, not relaxing at all. The swimming pool is a leisure centre pool with some loungers scattered around. Will definitely get more value for money elsewhere.

Fantastic experience: Lovely spa day. Massage was great and loved the jacuzzi. Left feeling relaxed. Did get busy and had to wait to use some facilities but overall a great day!

Negative experience: Two weeks ago I booked an appointment to look around and see the time table of classes ,obviously with the intention of joining . I was told to drop in any time today and someone would assist me . I turned up today at 10.30am ,there was no one available to assist me and I was asked to book an other appointment at a future date . Questions --- 1. Why did they take an appointment they could not accommodate ? 2.Why did no one have the courtesy to phone me beforehand to say they were short staffed and my appointment could not be fulfilled? 3. If I do book a further appointment what assurance do I have that it will not be cancelled when I get there ?

Negative experience: Avoid at all costs poor communication from there you can hardly get through the phone accepted a voucher that was bought as a gift never received my massage spa day due to them changing times to then phone and ask why they’ve changed my time to a time when their shut to be told they’ve actually cancelled my appointment after waiting three months to be told I have to wait another 2 months to receive something I booked three months prior to then not hear a single word back from them and they’ve still got the money I paid them for services I didn’t receive taking it further avoid at all costs!!

Negative experience: Booked what should have been a lovely massage for me and my partners birthday, for us to arrive and be told it had been cancelled, we were not informed. To be told as compensation we can use the pool free of charge however when getting in only the steam room in use all other was out of service. Roll on to now I have sent an official email and now over 48 hrs later still no response from the general manager even confirming recieval of email !!! Absolutely appalled!!!!!

Negative experience: It very basic for a spa.. not what we expected ... if its for gym goers needing a little pamper after a session the perfect.. but to go for a relaxing spa day this is not the one. Staff are very very good though.

Fantastic experience: Lovely relaxing time here, I had a facial would definitely recommend you get one.. We used the pool, jacuzzi, steam room and sauna.... Food is also lovely and reasonably priced...

Negative experience: So far..... small pool no where to relax can't take phone anywhere other than the cafe by the reception no scones ,cakes everything we asked sorry none in stock! ( in wet gear because nowhere else to relax ) jacuzzi in pool area too,steam room good ,too many in sauna!nothing else to do,booked treatments for later so twiddling our thumbs eating quavers! Hope treatments are good!

Negative experience: The only good thing about this place is Amelia the massage therapist. My massage was absolutely delightful, and I’m so sorry to only leave one star. She deserves 5. However, no robes are provided… we bought some with flip flops and one bag (instead of 2) but we’re charged for 2. The cafe was so busy we waited over an hour for lunch and then they forgot one of our meals. The tables were dirty and they were extremely understaffed. By the time we finished food aqua aerobics was about to start in the pool so we asked for a refund on the robes and left. £130 for 40 minutes (actually 30 minutes) of treatments for 2 people I think is just a bit of a shame, there was nothing relaxing post massage about it. Sorry Bannatynes, you need to step up your game!

Negative experience: Lovely spa but absolutely awful to get through too. No-one answers the phone or emails. Was told a refund would be back to me within 1-2 days.. it's been 15 days and still nothing. Can never get a hold of anyone at all