Imagine Spa Quy Mill

Dated, tired spa, hot tub often not working, rooms not ready for clients before the spa is opened so relaxation room was cold with lights on full. Tea making facilities empty. Asked for a menu, given basic menu, table next to us got the full menu. We then asked for that, there was no reason why we weren’t offered it. Staff just can’t be bothered it seems. No customer service! The whole place seemed to lack a manager or maybe it just needs a better one.
The actual therapists were fantastic though! Treatments lovely! Shame the place and the people around them let’s them down.

Where do I start…
I was gifted a voucher for my birthday which was sent by email. I rang to make an appointment and the person I spoke to was less than helpful didn’t seem interested if I hadn’t gotten a voucher I wouldn’t have bothered at this point, the earliest I could book was 8 weeks away, paid in full by voucher they took all my details and sent me a confirmation email.
I showed up for my appointment to be told the therapist couldn’t do the treatment because they were isolating because of covid. Then said oh we tried to contact you yesterday, I asked how did you try? They said oh we couldn’t we didn’t have your details. I said of course you have my details you’ve emailed me. So absolute BS. I showed the emails I’ve received. I had driven over 30mins to get there. Then I was asked do you have your swim suit, I said why would I have my swimsuit I’m here for a massage. Apparently I could use the pool as an alternative. I nearly lost it at that point.

I’m the end I was refunded but honestly it is a prime example of how not to deliver Customer service. They could have called or emailed me and although I would have been disappointed at least I would have driven there.

There are so many good Spas please learn from my experience and do not use this one.

I have been several time for the massage treatments especially deep tissue massage, I do like they using hot oil during the massage, it felt relax and different.
Strongly and highly recommend Holly ( Therapist) , a young ladies but I really impress her skills, the pressure is just prefect and now I always asking her if I re-booked my treatment again. Thank you and well done, Holly! You do have potential and always satisfied your services.

We booked an aromatherapy bath and were quite disappointed. It's just a jacuzzi bath and that's it. No coloured mood lighting, no petals in the bath and a few drops of essential oils.

I could do a better job in my bathroom at home!

It's definitely not as advertised. Perhaps the online advertising needs some adjustment!

Firstly the massage was lovely.
What was lacking was reception staff and restaurant staff at hotel were unhelpful. We were not shown around or directed where to go , it was just assumed we had been there before. It felt disjointed and staff did not seem interested or happy to help. Maybe they are just unhappy. This is spa reception staff and hotel staff as also had food in the restaurant. The spa pool was nice but dirty floor and rubbish under chairs.

I would give this hotel 6 stars, if this were possible!!
I attended a wedding reception there yesterday and stayed overnight.
The staff were helpful and welcoming and the lawns around the hotel, perfect for the wedding photos.
The three course meal, following the wedding ceremony, was superb!! A very large dish for our table, piled with different meats and cheeses to choose from, was delicious. as a first course. This was followed by braised beef, mashed potatoes, carrots and parsnips. I have never, ever, tasted such tender beef as we were given and the whole course was excellent. Finally, we were served with Eton Mess, a mixture of fresh fruit and cream and a glass of wine. The children and vegetarians were well catered for too. My thanks to the cook, and his helpers, whose name are Karl (Chef), Mike and Ryan for such a superb meal which I shall long remember
This made such a very happy occasion for the bridal couple and guests and I recommend the hotel without reservation.

Flickering light in the dark reception area upstairs meant the form was difficult to read. They ask for medical information and yet there is no security as to how this is kept (computers are not secure!). They push to keep marketing so you need to be firm. The pots and bottles in the reception area were empty and smelt musty and were covered in dust. Clearly had been so for some months.

The treatment was rushed and lasted 40 minutes. The products seemed old and smelt so. The therapist was a smoker, so not great as I was having an hour long facial. The last 15 minutes was hard sell of products. Not acceptable. I expect the hour to be spent on the facial at that price, not a hard sell. The worst spa I have ever been to.

Saunas and mud chamber totaly crap. Mud chamber nearly out of steam. One of saunas near swimming pool cold. Spend 100 £ to go back home after shitr time

Brilliant relaxing time. Massive improvement from our visits prior to the hotel taking the spa back in house, thank goodness. What an improvement, clean and welcoming. Pool, spa, sauna and steam room all working. Changing rooms very clean. If anything to add now, perhaps a spin drier to help dry our swimwear.

A big Thank you to Leon for making us so very welcome from our first contact about booking our spa session to when we left. And to Ben who took over just before our departure. We do plan to return very soon as fairly local. Thanks again, kind regards Gill & Brian

Went with a friend & we used the sauna, steam room & the lovely hot tub. The staff were so helpful warm & professional. Our hour massage was divine . Then we had a very delicious lunch . I think the Spa could benefit with more ornaments & displays of flowers or something just to add depth of atmosphere & luxury as it was rather basic. We couldn’t fault the customer service we got .