Schmoo in the country

If I could give zero stars I would. It was not for this branch but the one that was in Cardiff city centre. Booked treatment January 2023 for August 2023. Got to hotel to find they were not there, I got an email the day I was traveling that it was cancelled. Turns out they left the hotel 2 month before that. No notice before the day of travel, so disorganized. Was part of a 10year wedding anniversary weekend away and sat in the hotel room feeling like a wasted trip. I got asked if a refund the deposit was alright, it's better than nothing but feels like a wasted trip.UPDATE: 24/10/23 after waiting from end of August I finally got the refund mid October. Customer service is a bit slow and hope it improves. It feels like there has been some staffing issue and working through a long list of cancellations and refunds. The first part of the review was written at the time feeling very angry. Now I would like to give 2 stars but just because of time to get the refund it's a 1 star. Would hope things improve in the future.

My review is for Schmoo the company, not this particular hotel, however it’s my only way of leaving a review for the appalling experience I have had. The customer service is severely lacking and I would not recommend booking a spa day with them at all!I had purchased vouchers for schmoo Cardiff back in 2022 and booked for April 2023. I was emailed the day before to say due to sickness, they had to cancel. I then rebooked for July. I rang the day before to confirm all okay and I was told the spa had closed!! Nobody was even going to inform me!!I’ve now had weeks of battling with Schmoo to get some compensation and my only offer is a refund of the vouchers, which they can’t even refund me until ‘hopefully’ the end of September! You’ll also be lucky to get any sincere empathy from them, they genuinely give the impression of not caring about you at all - not somewhere I’d ever chose spend my hard earned money for a day of relaxation again!The company and its management is an absolute sham. I am very reluctant of leaving negative reviews usually, however I was very compelled for this one.I seriously urge you to look elsewhere if wanting a lovely spa experience!

The staff could not have been more accommodating. I booked a few sessions for friends who were difficult by being very undecided about what they wanted. The receptionist was completely understanding and totally flexible.The Spa treatment area is cosy. As soon as you walk in, there is a gentle ambience of calm and relaxation. The treatments were excellent. But the overall excellence" is based on how warm and friendly everyone was and how accommodating and flexible they were."

Nairn is an excellent masseur & beautician. I can completely relax for an hour - and sometimes fall asleep!

Great massage! Really helped to ease some of the aches in my neck, back and shoulders. Polite and friendly staff as always.

Very good massage and facial by Steph today, it was so so nice and I felt very relaxed afterwards. I did mention that a heated bed would have been nice to get onto as I did feel quite chilly throughout my treatment time, being a 10am appointment the room hadn't had chance to warm up.Thank you for my super treatments :)

I had a 30 min facial which included a scalp and neck massage and it was brilliant. I wish it was longer to enjoy it even more and feel more of the benefits. Based on my skin type the beautician used the relevant Schmoo products which were on offer and I happily brought the travel sizes, can’t wait to use them at home. Recommend the facial and products. The staff were polite and professional.

Very professional, explained all the treatments and products thoroughly. Very very relaxing experience - Jade was fab

Very pleased with my treatments yesterday. Facial was very good and skin still feels wonderful, the back massage helped with shoulder issues. I used a promotion for myself and daughter, both delighted and we will be back.Linda