Guest User
May 1, 2025
Despite several emails, and 0 response, it appears I may have better luck at a resolution through voicing my complaints, and quite frankly horrific experiences, here on Tripadvisor. All I could prewarn before reading the below, is if your considering investing in a membership, please first consider some of the close by competitors, and stay as far away as possible (unless you enjoy facilities in disrepair, frequently being denied access due to 'closed access for private weddings' and incredibly poor customer care). So to begin, I have been a member for 3 or 4 years now, when I joined it was a convenient location for gym/spa access, and the price was incredibly reasonable. This was whilst under old management. When Montigo took over, facilities were closed for weeks whilst renovation was underway. Said renovation left thick glue marks all over the sauna, sauna hand rails which collapsed frequently when used (a sign was literally stuck up for weeks requesting members not to use handrails, seems counterproductive), the steam room does not work and quite frankly smells like feet, the pool is closed almost permanently, and when it is open for use, it's freezing cold. Oh - and the brand new plunge pool is the size of a wheelie bin - and how much compensation did members receive for the 3 weeks while all of this was underway (in which time, we were still paying), none, in fact, they then requested we pay more money to replace our wristbands with new aesthetically pleasing Montigo branded bands. Needless to say, my first complaint surrounding this issue was unheard for many weeks. The prices then saw a huge hike - membership shot from £60 a month to over £100. I would have no issue with this if the facilities had improved, or even just maintained standard, but to pay more for services I truly believe would not pass a health and safety check (that's if they are working that day) is quite frankly appalling. So on to my most recent complaint, seeing as it is being actively ignored. 2 weeks ago we received an email to inform us the spa and gym would be closed this weekend, all weekend, for a private wedding. I do assume this wedding was booked quite a bit in advance of these two weeks, so thank goodness they remembered to let us know. Better late then never, right? Although we have paid to use the facilities this weekend, unfortunately we are not allowed in. Imagine that, paying for a new car and being told by the dealership actually, you aren't allowed to drive it this weekend, we'd like to hire it out as an Uber, sorry. Almost laughable, but not as laughable as lining your pockets with money for a service you are refusing to provide. Illegal, as not contractually agreed, and unlike many of the day to day inconveniences, I do refuse to let this one slide. You are not a charity, and I am not in a charitable mood. Now, I can see on previous reviews (i.e, one gentleman stating your hot tub was less active then a fart in a bath), you have slated their u