March 2024 by michelle moreland
Sadly we did not have a good experience at the Laguna spa today or in fact the hotel, as a whole.We arrived at the spa for our treatments 20 minutes early to give us enough time to change and complete any paperwork. The treatments we had booked were advertised as 50 minute duration, however we were told ?on a Sunday it is different and the treatments are actually 40 minutes? The therapists the called us in over 5 minutes late, despite our early arrival and left the room for far longer than necessary to allow us to get on the bed! Our 50 minute treatment ended up being just over 25 minutes with no reduction no reduction in price.My treatment was advertised as a prescription facial. There was was nothing prescription about it! I was briefly asked my skin type but when I said it changes and I?m not completely sure, I was asked no further questions and my skin was not looked at in any clear light.The treatment room was comfortable but the usual spa scents were not present. Usually you smell essential oils but this was not the case. The room actually smelt of damp. Following our treatment we were taken to a relaxation room where 3 clients sat on mobile phones. One of which was watching football with sound on and one had messages constantly pinging. I do understand this is a lack of courtesy from clients but staff were in and out of the room and took no notice.We later went to find the pool are which is advertised as ?relax and unwind? but this was anything but that! The pool was absolute bedlam with lots of people, hen parties & children.The area was dirty, as was the changing area so we decided to leave the hotel for a bit.We had booked into the hotel for a spa break so we later checked into our room. The corridors to our room were grubby, again smelt of damp or old and our room itself was ok but far from the luxury described. I think the main issue is the hotel is dated and in need of refurbishment.We left the room to get a drink in the bar which was nice but our day had been ruined. We were of the same opinion, although we had only checked in 2 hours before, we wanted to go home. We returned to the room, picked up our bags, left the key with a very confused looking receptionist as she had only just checked us in & we left.There is no parking facility at the hotel so we parked in the Ncp car park opposite which cost is £32 to park for 6 hours!!! We did pick up the hotels discount code and appreciate ncp prices are not set by the hotel but it was a bad ending to a bad experience. This day cost is over £300 as a couple which we are sickened by but glad to be home.
March 2024 by Angela Ashby
Wonderful spa treatment and 'spa experience 'Attended on sunday with 2 friends, and it never disappoints. (It made up for our room not being ready on time yet again ! Couldnt go to our room until 3.40 )Laura gave me the best facial ive ever had, so good at her job ! Everything was comfortable and relaxing and very professional.Would definately book a treatment again, we ve been to lots of Spa s but none of them come close . Thank you Laura !
March 2024 by Onek Thomas
Very good gym with very friendly and customer satisfying staff
February 2024 by Isabel Jackson
Wouldn?t recommend! My partner and I booked the Laguna Spa ?Relax Experience Spa? back in October and we were extremely disappointed with the service that we received. We had previously attended one of these packages for a birthday so we thought that we would book another to celebrate my birthday. On attending, we utilised the spa facilities, and although Laguna Spa promises to provide ?the perfect environment for you to truly unwind and relax?, we were accompanied by an aerobics class which lasted 1 hour during our 2 hour spa use. This aerobics class took up half the pool space and played extremely loud music, which as you can imagine, was not enjoyable. Even when in the steam room you could still hear the noise! The Spa also allowed children which was extremely noisy and did not fit well with their promise of an ?unwinding and relaxing environment?. We then went and escaped to the ?Relaxation Room? before our treatments. We had booked the couple?s treatment room prior to attending and this was not fulfilled and we had separate rooms for the treatment. The massages were only 35 minutes long when we had booked 50 minute treatments as part of the package and one of the ladies giving the treatment was using her phone throughout the treatment which meant she didn?t perform a massage and the light from the phone was extremely distracting. This was extremely unprofessional and I have never experienced such a thing! At £95 pp it was an absolute rip off. After leaving the Spa we became more and more disappointed with the treatment we received and we emailed the spa to let them know our disappointment and to ask for a partial refund for the unprofessionalism and the underwhelming experience that was received on my birthday. They did not acknowledge anything that we said and instead offered us 15% off treatments although we had stated we will not be attending again?! Extremely dissatisfied and for people who have used these facilities multiple times as loyal customers, it is safe to say we will never be back nor will we recommend to anyone.
February 2024 by Cathy Beveridge
one of the gyms I've been most impressed by. clean good range of equipment. the pool. and jacuzzi are far bigger than most and on a personal level I love that they don't keep scales in the changing rooms just the gym floor.
February 2024 by Lynnea K
Excellent customer service by receptionist Laura and PT Ethan, who both worked very hard to rectify a very unfortunate last minute cancellation of our treatments for a spa afternoon due to staff illness. Because we were unable to have our treatments we attempted to stay to use the facilities and have lunch, but the jacuzzi was broken down and the pool area was very busy and not relaxing at all. A closer look at the lounge chairs in the pool area, covered in mould and dirt, we decided to change back into our clothes and ask for a full refund which was honoured very quickly. If you are looking for luxury and relaxation, this isn?t the place. It?s a basic, quite small hotel pool that needs a good deep clean.
January 2024 by Hubert
A great, quiet gym with very friendly and attentive staff.The only downside being the high amounts of chemicals in the jacuzzi. My eyes were sore for hours after.
December 2023 by Gul Ece SAKA
First time I was in there. I love swimming pool and steam room. I supposed there is a sauna as well but it did not. Clear place and reasonable price.
December 2023 by C Johns
Girls trip.Couldn?t sit in the jacuzzi the eye burn was unreal! Strong smell of chemicals.Treatments were shorter than paid for (by 15 minutes)5 of 6 were happy with the actual treatment.1 had a really poor full body massage.Showers in the ladies didn?t work.Restaurant food overpriced and after paying for two course we all ended up paying £25+ on top for 1 drink and a dessert!
December 2023 by Sandra Younes
My partner purchased a full day package gift voucher for two treatments and dinner, which was worth £130. My first treatment was at 2:00pm, I was on track to arriving on time, when my partner called as he was locked outside the house with no warm clothes and our dog stuck inside alone. Out of courtesy and assuming to be greeted with solutions and compassion to the situation, I called the Spa to let them know I will be 30 mins late as I needed to drop off the keys to my partner. I was immediately met with a passive-aggressive employee stating that their "policy" says if a client is late by 30 mins then the whole booking is cancelled and are not entitled to a refund. After constantly stating that my situation was unforeseen and it is unfair for my whole package to be cancelled, all I was met with was a constant repeat of the policy and not getting any form of solution nor understanding to the situation. I was growing ever more frustrated but realised the woman on the phone was just going to keep repeating the same, so I asked for someone who has more authority to give me a call.Even that initial request was not granted under the pretence that no one was available. After a couple of minutes, the lady finally agreed to let someone give me a call. Time passed, and I changed my plans. As I was told clearly, I would no longer be welcomed for my treatments, I received a call from the Duty Manager of the hotel, Jeremy. Who was polite and well-spoken. He explained that the therapist was booked for the appointment, and it is a cost that will be incurred by the business, and it can not be delayed due to later appointments scheduled.While I do not believe a consumer should be held liable for a Business model that does not allow for risk of clients not being able to make it due to unforeseen circumstances, as a means of compromise I said I can agree to the first 30 mins being cancelled but I should have been allowed to continue the rest of the package.To my surprise, he agreed and said I could do that for sure, and if I come back on time, my next treatment was scheduled at 3. At that point, I couldn't make it back in time . Had the first lady who I spoke to, said I could come in and that my whole appointment wouldn't have been cancelled, this whole situation could have been avoided. Instead it seems she was so set on quoting the policy and enforcing it she didn't take the time to look at mitigating or helping with the situation. It was under her advise of the "policy" (which I am still waiting to see if it exists, as no one has emailed it to me) states if you are late the whole Appointment is cancelled, that I could not redeem the rest of the package.I am now £130 short, did not receive a treatment, and was severely frustrated. All because I drew the bad straw of getting apassive-aggressivee employee who did not want to help or look into the situation. She later denies saying I could not attend the rest of my treatment.What was supposed to be a stress releif turned into a nightmare. Would highly recommend spending your money elsewhere.
November 2023 by Benjamin Colbourne
Been going to this Gym for a little over 2 months now, always have equipment available and never feels busy. For the price per month it is actually very reasonable.You can compare it to JD or Puregym, but your paying for somewhere that's never busy, has a pool, hot tub, steam room and good changing rooms.Great personal trainers, like Ethan who I was working out and went out of his way to help me even when he wasn't on shift.Great gym for the price!
October 2023 by Ciara Riordan
Excellent massage from Lisa on Saturday, my friend and I had a great time in the relaxation room afterwards and we thoroughly enjoyed the pool, jacuzzi and steam room.
August 2023 by Mohammed Alamgir
Left a review 2 years ago which was 5* - new manager joined this year and there was an exodus of staff (none of the original team (perm or trainer) who had been there for years remain, even the cleaner, "like how bad a manager you got to be for the cleaner to leave?").That exodus sums it up!There are far better gyms in Cardiff at the same price point who have genuinely nice managers that treat customers with respect, dignity and when they get it wrong have the decourum to apologise and say I made a mistake.
May 2023 by Ana Lodge
I had a great spa day package here. Staff were all lovely and helpful, lunch was great with some excellent vegan options, and the facilities were relaxing, clean, and modern.
April 2023 by Charlotte S
Staff are wonderful, so helpful. I don't use steam rooms so was unsure how to arrange and the gentleman on the desk sorted everything. All the staff were so polite to my two boys when i came in to arrange and the spa is beautiful and very clean. Highly recommended, really relaxing and lovely facility, staf make it 5 stars ?
