Champneys

After years of being a lover of the Champneys brand I am done. I had 2 vouchers booked during the pandemic WHEN THE SPAS WERE CLOSED and was happy to keep one but asked for a refund for one as it was a gift and only because I needed to – it was a birthday treat for my daughter, her first spa day – something I intended to replicate with all the young members of my family as they got older. I needed the funds to purchase an alternative gift. Absolute blank refusal from Champneys and looking at these reviews I guess the best you can say is at least they鈥檙e consistent in their approach! I now have 4 鈥榲ouchers鈥?to use before next April, during a pandemic. I鈥檇 say they鈥檝e lost 拢thousands in future bookings from me, as it has always been my first choice for a special day out for family and friends and My first choice for a cheeky treat for myself too. Even had a regular therapist I鈥檇 chose for my treatments . I鈥檓 off to Ragdale Hall instead, with a heavy heart. …and I鈥檓 still considering going to county court, I think it鈥檚 a sure win cos to top it all they changed their t鈥檚 and c鈥檚 during lockdown.. diabolical unethical company

Why can鈥檛 you just be faithful to your customers and do the right thing and issue a refund. I think you would reap the rewards for taking a positive rather than negative stance

One star would be very generous for a company that flatly refused to give a refund when the spa was closed. We will never ever be back, other spas will be enjoyed. Anyway after some months finally got the chargeback through credit card, it can be done! Finally complain to the CMA about this shoddy treatment from Champneys!

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鈥檛 care.

Booked a girly break as previously loved a luxury break at Springs but the very bad unmoving attitude of them not to issue a refund is a disgrace and has tainted their reputation.
They are dogmatic in their attitude and they will loose masses of customers.Your attitude to steal my money….yes stealing is not giving back what belongs to someone else.
You are a disgrace.You will be brought to order for your greed.
Shame on you Champneys

We stayed just as hotel guest as visiting elderly relatives locally. We thought we would get extra luxury being a spa hotel. But to be honest the rooms were basic for the price the bathrooms even more tired and the shower was pathetic. We normally stay at a travel lodge and have to say the rooms and shower were far superior and cheaper stay. Then the breakfast well my children could have made it absolutely basic and for hot food it was extra yet again just poor value for the cost of the 2 nights we stayed actually didn't have the 2nd morning and went to a lovely cafe locally. The staff were all very friendly and polite we arrived late and the night porter showed us to our room he was wonderful sorry can not remember his name but 馃専 of the stay. Would I go back really not for the room or food spa I cannot say as didn't use.

Bad customer service, encourage you to call for all enquiries but use 0843 number – which cost me 拢2 just for 2 minutes on the call, I didn't even get to speak to anybody. A disgrace. What kind of luxury establishment uses an 0843 number?

My complaint to champneys…….
I wanted to inform you that i have been very unwell since sunday afternoon i have severe tummy cramps and terrible diarrhoea the only food i have eaten since sat is at Champneys…so i feel it must be from the resturant?
Overall i was disppointed with our stay , the suite was dated and not well cleaned. The carpet edges were filthy..bathroom not clean hair in plughole of shower…we had to ask for welcome drinks and Fruit …we were promised these…no guided tour….we had to find our way our selfs .. the lady in charge in the restaurant Hannah was sooo helpful .
On leaving we had to ask for the premier gifts. Everything was badly organised and i am unhappy that i spent 拢365 and 拢30 on extras… on a one night stay. I had problems on booking which led to an upgraded room .. my rasul treatment was cancelled due to gvt changes . .the thalasa treat was just a pool with jets we werent really impresed and the therapist was standing watching her watch it wasnt relaxing .
I would like to speak to someone regarding a part refund i am very unhappy with the overall standard and lack of care to detail…and lack of customer service.

I was refused any offer of refund .
Told nothing would be offered no further comunication would be offered.

I purchased a gift certificate for a Classic Escape Spa Day which included a treatment for each of us. I called the spa to book in and add another person to the voucher saying I would obviously pay the difference plus the extra in treatment price but was told I couldn't use the voucher as they are full up until 2021. This was due to restricting the number of people visiting and the number of therapists they could have on-site at any one time. However, I was told that if I wanted to exchange the voucher to another type – in effect pay again for two people, I could but I would also have to pay for the extra to have a treatment as that voucher didn't come with any treatments. If I did this they could fit us in which means that if I give them more money they suddenly have space in the spa and therapists to do the treatments – funny that! I have emailed senior directors, Tweeted, put a message on Facebook, sent Reservations two emails, called, and left a message for a senior person to call me and have not received one single response. Absolutely despicable service and treatment of customers.

Awful customer service. Wont allow vouchers to be used for spa days until 2021 but is promoting a summer sale on spa days just to take peoples money. The vouchers costed over 500 pound but apparently I cannot use them until 2021 but can book a brand new stay for next week. Appalling customer service

disgusting customer service.

We booked our stay last year for my partners birthday, this would have been our 5th visit to champneys. unfortunately my partner was diagnosed with an aggressive cancer and is currently going through chemotherapy and champneys have still not provided a refund.

I'm absolutely shocked by the integrity this company has shown.

They also offer new bookings a 100% refundable guarantee….

It gives us great pleasure to announce that two new 100% refundable Spa Staycations are now bookable for arrivals between July and December 2020.

As with all the others on trustpilot, shocking customer service from Champneys.

Our mid-week stay in June was cancelled by Chamoneys due to covid-19. I requested a refund (in line with my consumer rights, CMA advice, etc. for a service that was not delivered), and Champneys are blankly refusing all refunds.

They would only offer me a voucher, despite me pointing out this was against my consumer rights. In the end I performed a simple chargeback through my credit card company (American Express), who were excellent.

I would recommend all affected customers to perform a chargebacak rather than accept a voucher (chargebacks hurt Champneys as the card provider reclaims the money from them). I'd also advise everyone to remember how Champneys have treated its customers this year, and to vote with their feet by never visiting them again.

My husband, friends and family are fed up with my moans about Champneys. I agree with everyone and feel sorry for everyone like me who are owed money (nearly 拢500 in my case). My first email in June promised a one year voucher and I could book a 4 night break at the same price. This quickly changed to a 3 year voucher and booking at extortionate new prices. I cannot believe that Dorothy Purdew who started the company is responsible for such bad business strategy as I know this business means a lot to her. In my mind, this is commercial suicide. PLEASE NOTE THAT WHEN PHONE LINES OPEN AGAIN YOU CAN RING A RESORT DIRECT AND PRESS THE OPTION FOR RESERVATIONS. YOU DON'T NEED TO DIAL A PREMIUM NUMBER AND GIVE THEM MORE MONEY.

Disgraceful. The management should be ashamed of themselves. Appalling way to treat loyal customers.

Refusing to refund for services you are unable to provide is not the way to instil confidence and encourage custom. Clearly losing a lot of custom if the reviews below indicate anything. The irony that a place for wellbeing is unethically exploiting so many at such a difficult time.

Same experience as everyone else. Shocking customer service and they prefer to disregard their legal obligation. Will apply for my money back via my bank card company.

In the same boat as a lot of customers, refused a refund for a July booking, and the only options to re-book are after March next year and for significantly more money. We will be escalating further and seeking a refund via our credit card company. Safe to say we will never be using or recommending Champneys to anybody ever again. It seems COVID-19 has shown the true colours of a lot of companys, we are surprised Champneys have fallen with the worst of the worst. Please don't be tempted by new packages and '100% refundable bookings' and take your business and hard earned money to companies that deserve it.

I paid 拢335 for a birthday present for my Mum, so we could do a mother and daughter 2 night stay in June. Of course it was cancelled. When I wrote to them I gave them two other dates that we could come. All I got was an "Unfortunately not" and that if we did decide to come again we would have to pay significantly more for the same package. Naturally I was not happy with that and I told them by law they need to give me a cash refund, to be told "we are not issuing refunds across our customer base." I am now reverting to my bank and I will NEVER visit Champneys again, unless after this mess they offered me something spectacular to compensate for this appalling "customer service". As an owner of a small independent tour operator, we have paid every single one of our customers a full refund of all monies, no matter how difficult it was for us. It's the law and we know how to keep our customers happy. Pity Champneys doesn't have the same ethics.

Booked a stay for April, offered a 3 year voucher due to Covid but because I booked via a Vitality offer, they won鈥檛 let us rebook until next year, which is useless as we will no longer be in the country then. We wanted to stay in September despite all of the Covid measure but Champneys are doing the classic 鈥渒eep existing bookings鈥?money, take new bookings鈥?money for the short term鈥?to support their balance sheet. I would be absolutely confounded if this company survives another 3 months if those are the measures they are resorting to. By the way, just saying 鈥渨e are not authorising refunds at this time鈥?is not a satisfactory response when you have not fulfilled your contractual obligations and the alternative offer is not suitable/accepted. I expect your legal counsel have informed you of the risks already (reputation damage, counterparty risk with your acquirers due to excessive chargebacks, and more) but due to your desperate state you have ignored the warnings in an effort to preserve cash. Unfortunately, a lot of your customers are in similarly perilous financial positions and is it worth propping up a business that treats its customers with such indifference? Perhaps the post-Covid world will give rise to better business practices and customers鈥?memories of unscrupulous businesses will not be so easily erased.

Been going to Champneys for years!
Absolutely shocking! Paid and booked for a 2 night return voucher now told that it is no longer valid, so asked for a refund and then told that they will not be issuing refunds – this is a breach of contract. No more visits to Champneys for me.

Champneys refuse to refund for a spa break that they are unable to deliver.
I've been a customer of Champneys for years and am really disappointed by the way that they are treating their customers. Like so many others I've been refused a refund for a pre-paid spa break that Champneys could not deliver due to COVID-19. I'll be taking this up with my credit card provider and complaining to the CMA.

I have written about my experience with this shoddy outfit. They are not refunding at all and are breaking the law. I've called my bank and received a chargeback of the full amount, I paid with debit card so please call your bank for a full refund! I think Champneys know this and thats why they are not refunding…

I am from Belgium and booked with Champneys. Because of the 14 days quarantine in the UK I had to cancel my booking, for which they had previously debited my credit card. Their booking and guarantee policy is clear: 'When using a credit card as guarantee, an amount equal to the accommodation charges plus up to 50% for incidentals will be blocked from your credit card account at the time of booking or at check in. This is not a charge, but a reservation of a certain amount. If unused, this amount will be released on check out and re-allocated by your credit card provider….If you have reason to cancel your reservation, you will need to obtain a cancellation number. Unless confirmed in writing differently, cancellations after 2pm local time the day prior the booked arrival date are charged with one night.' I cancelled well in time, but they refused to release the amount debited on my credit card, offering me a voucher instead which I am not obliged to accept. All other English hotels where I booked courteously returned my credit card deposit correctly. Champneys refused to do this, contrary to their own booking and guarantee policy. This is really a shame. These people do not understand that they are behaving as ordinary crooks and thus are ruining their business. I will take legal action and report this with the CMA, the UK Competition and Markets Authority.

My wife booked for her and her mum to go away for a short break over the early May bank holiday, she had to contact Champneys to find out what was happening regarding Covid-19 as they did not reach out.

After numerous emails back and forth, where my wife quoted the CMA guidance, pointed out the Champneys' own Ts&Cs implied she could be offered a refund, and informed them that their Ts&Cs do not override contract law (she paid for a specific service on specific dates and yet it was not fulfilled), my wife was told that they would no longer respond to her emails.

Not only have Champneys acted illegally, they have also been rude, self serving and have not shown any common decency. We are in a fortunate enough position that, while it was a lot of money, it was from savings and we do not require it to live. For others they may not have this choice.

Emails take days to answer! Asked for a refund for July 1st stay and was refused, can only have a voucher and I am guessing that will not cover another stay at same price as I had a deal! I will try all channels to get my money back and won鈥檛 be booking again

Just joining in with the other recent bad sentiments about Champneys. I had booked a spa break and treatments for April, but it was all cancelled by Champneys due to the coronavirus. Not their fault, of course, but it's not my fault either and they have flatly refused to refund my money. Vouchers are no good to me, as I bought a promotional break and the amount I spent won't buy me the same spa package in a year or two's time, meaning I would have to spend considerably more to get the same package again. If they had offered to simply move my package to a later date, I would have agreed to that. As it is, I have reported them to the CMA and submitted a section 75 application to my credit card provider. If Champneys want to create a lot of bad feeling, they are going the right away about it. I would certainly not book with Champneys again after this, especially considering that they are now taking new and fully-refundable bookings, thus demonstrating the contempt they feel for those consumers that had existing bookings.