Champneys Henlow

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My stay from start to finish was one of pure luxury and enjoyment. From the warm greeting at reception to the lovely lady who showed me to my room, the staff could not of been more friendly and helpful. My room, the facilities and whole building were absolutely stunning. I went with two friends and after dinner we sat and played cards infront of a huge log fire in a room that could of been in hogwarts. I had booked a massage on the day of my arrival but unfortunately there was a bit of a mix up with the booking, I was given a complimentary session on the wave bed which was fantastic and rebooked my treatment for the next morning. I had body radiance with lina, I can not recommend her enough. As someone who suffers with back problems the massage with her was incredible. From the start with the all over body scub which made my skin feel so soft to the actual massage. I could feel all the sore knots in my back and especially my shoulder blades dissolving, she truly worked magic in that room... if I pass though those doors again I would one million percent book another treatment with her.. thank you

I recently stayed at Henlow to celebrate my friends 50th birthday. Unfortunately it was a bad experience, which I will recount below - I did raise this to the manager during our stay last Sunday who said she would email that day after investigating some of the complaints. A week later she has not phoned or emailed. Here are the things that I didn’t expect from such a luxury spa as Champneys: 1. No familiarisation or adequate information given at arrival, we didn’t really know where we were going and had to ask several times through the visit - we missed several areas because of this which we only found in the last day (like the hideaway) 2. The health pool inside was always closed, it seemed to open for a couple of hours late on Saturday afternoon and was shut again Sunday morning, the outside pool was almost perminantly closed and we never got in it - we were told that a new pool takes time to stabilise but neither of these closures were explained to us at booking or upon arrival 3. Our room was very poor - a broken bed, mould on the window sill, a shower that flooded the bathroom (noticeably historic problem as the bottom of the bathroom door was damaged and veneer peeling off) - we raised this during our stay but it wasn’t resolved, also the bathroom door had its hook broken off so no where to hang your clothes or bath robe, the TV had a mobile ariel which I haven’t encountered in a hotel room for several decades, and we couldn’t get BBC 1. 4. A fire safety door close to the room that said keep shut was permanently wedged open with a rag around the handle during the whole course of our stay which posed a fire safety risk I am so very disappointed this was my friends 50th birthday treat and was meant to be a lovely experience- it wasn’t. The whole experience was not 5 star and was not relaxing as promised on Champneys website. I do not recommend as the prices are high and the quality, cleanliness, and experience were not value for money.

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

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

This place is where I go when I really need to de-stress and unwind. Debbie from fitness reception is such a joy to deal with! she sorts everything out from fitness classes to lunch and she always has a big smile on her face! Charlie in the cafe served us coffee and delicious cake today, she is always super efficient and friendly. Thank you ladies! Had a lovely swim and really enjoyed the wonderful steam room in the ladies spa area. No tough fitness classes today - a super relaxing day ❤️