Champneys Reviews

We booked for April 2020 but when they were unable (due to Covid) to go they refused to offer a refund only a credit. I tried to call to rebook this morning as could not book online due to the credit. I rang 3 times about 9:20 got a message saying we open at 9am and cutting me off. I called again at 12pm and got through to a holding system. After 20 mins it cut off. I tried three more times. Eventually they answered and charged me £30 more for the identical booking. I then got a text from my mobile phone provider to say I had exceeded my monthly limit. It seems the calls to Champneys had cost me £10! So not only did I get awful service. An extra charge of £30 and then a £10 charge from my phone provider. Needless to say I am spitting feathers!!

I went to champneys and booked the 149.00 picnic day. It was an a joke! Lunch was like a meal deal from sainsburys, there were no outside classes, and the pool was freezing. We literally sat in a building for the day. The gym was not bookable and we were allowed 15 minutes in the jacuzzi. It was an absolute joke, upon complaining they see nothing wrong with what was provided. DO NOT BOOK THIS DEAL!

Like all on this chain I also couldn’t get my legitimate refund back from Champneys. 72 days after they agreed to return my money, I decided I’d had enough of their excuses for the ridiculous delay. Luckily I purchased this through AMEX and they were brilliant at obtaining the refund (as always). Next day my £950 refund was back in my account, returned from Champneys. This was one of the most stressful customer service experiences I’ve ever been through and if I could I would rate Champneys 0. Highly ironic given the purpose of my trip was to escape the stresses of daily life... Good luck everyone and persist.

how are they still in business. worst customer service I've ever encountered.

I booked a two day spa break back in October 2020 for my wife’s 50 birthday in December, due to the COVID crisis I was given the option of a refund which I took, in fairness my refund for the treatments was in my account within a week!!But trying to get the booking fee refunded has proven to be impossible, the same as everyone else’s reviews with the 60 day wait but now I’m approaching nearly 5 months from my original booking date!!Ridiculous ! Do not throw your money away by using such an incompetent uncaring company, I’ve now got my bank raising an inquiry, should never get to thisBE WARNED!!

Absolutely awful customer service, Champneys repeatedly ignore emails, refusing to engage and refuse to issue refunds. How are they able to get away with it when other travel companies have been forced to give refunds. You just need to see the other trust pilot reviews. DO NOT BOOK WITH CHAMPNEYS!!!Seeing someone else do the same, i have also contacted BBC watchdog. I recommend others do the same.

Having a very frustrating time with Champneys CustomerCare. I had a one night stay booked using my Vitality Health Insurance discount (75% off) and Champneys have cancelled it multiple times due to Covid. Fine, but they have now turned my booking into a GiftVoucher which doesn't even cover a One-Night stay at non-Vitality rates. I was made redundant due to Covid so we all lost our company Vitality policies in Oct 2020, and Champneys won't refund me and won't let me book again at the original price or rates of my original booking. So I have a gift voucher which is incomparable to the booking i originally had. Have asked for full refund several times. Or confirmation that i can make a new booking at the pre-covid price rates of the Vitality deal. Apparently i now need to have a Vitality policy. Horrendous. Backwards and forwards with contradictions - beware everyone!

When I asked for a refund due to them closing they've said:The terms and conditions of your booking advise that in exceptional circumstances such as these we reserve the right to offer an alternative resort as a destination, date of stay or cancel a reservation. We are providing alternative dates of stay and being flexible with those dates. We are remaining consistent whereby we are not offering a refund. I am very sorry for any disappointment this may cause.On their website it actually saysRESERVATIONSBook with confidence: Spa days and stays booked after 1st June 2020, for arrivals between 31st July – 31st December 2020 are fully refundable in the event of our resorts having to close due to Covid-19 restrictions.I was meant to go today so why won't you refund me. Even trading standards have told me I'm in the right and I've told them this. Guess what! They've still said no

I have requested a refund for a stay cancelled by Champneys due to Covid. They have point blank refused and have only offered a credit note which no longer covers the cost of a like for like booking due to price increases.After 30 years as a loyal and frequent Champneys customer the trust is completely gone, I will never use Champneys again.

Champneys - I really hope you are reading this and all of the other unfavourable reviews on this and other forums and regretting your decision to adopt such shocking business practices in relation to the Covid-19 situation. Retaining customers monies for services not provided is unethical and illegal. I have been lied to about availability and since I was refused my break until next year (oh yes, I could pay for another identical break this year if I wanted to come...... ??!!) I requested a refund of monies paid back in March and have been flatly refused. Clearly you have prioritised the Champneys brand's need for my money over my own financial needs in this difficult time. A lovely kick in the teeth for an NHS worker (and previously loyal Champneys customer) who has worked all through the pandemic. Absolutely disgraceful - no other words for it.

They are refusing to give a refund for cancelled visit during coronavirus. This is outrageous but they seem content keeping my money. I have no desire to visit them now. They operate with no integrity and just want to keep my money. Something needs to be done about them as they just don’t care.

Shocking customer service, unauthorised charges on my debit card, refusal to refund the treatments charged to my card that another person in the group had. Called the resort and was advised to ask the other person to refund me the difference. They did not have internet banking so they had to physically go to the bank to arrange to send me the money for the treatments that they had and I got charged for even though they provided their own card details. Not to be trusted with your debit card details, very untrustworthy and abuse of power which I reported to my bank.Poorly organised check in, paid for early arrival and had to wait over an hour for them to organise somewhere to place the luggage and provide flip flops, told to leave our luggage in the car after we travelled by train as the room wasn't ready.Poor internet reception, telephone to reception not working in room due to electrical problems. Power cuts during the evening meal with lights going out whilst eating. Faulty cupboards, clothing was trapped in a drawer which wouldn't open, had to walk all the way around the building to ask a member of staff to open the drawer because the telephone wasn't working in the room, they eventually opened the drawer with difficulty.No acknowledgement for my emailed complaint. Called resort and the receptionist was very rude, refused to address my complaint and said he had to go because he had people queuing up to speak with him. Utterly disgusted since I am a loyal customer and have visited Champneys Henlow several times previously as well as visiting the city spa.Update - It’s been a few weeks since my stay and my complaint still hasn’t been acknowledged or responded to, very poor customer service.