Kensington Health Club & Spa Reviews Summary

Facility Quality and Cleanliness

Pros:

• "Lovely place. Good pool, good steam room, sauna quite small room, jacuzzi needs TLC urgently."
• "The facilities are nothing special but they have a swimming pool, gym, steam room, jacuzzi, sauna."
• "It's OK, not too busy and quite spacious. The staff is very polite and friendly."
• "Amazing experience, the spa is super clean and not very busy. It modern and nice."
• "The spa was fine, but some areas need updating/some TLC."
• "Decent massage but spa facilities left a lot to be desired."
• "The service is great especially from Jan and Vimbai their facial treatment was 10/10."
• "The facilities were very nice, it was clean and had a good feel not too crowded which was really nice."

Cons:

• "Jacuzzi needs TLC urgently as there are cracks at the base and sharp edges of plastic a bit of hazard."
• "The changing room, bathrooms were filthy... Tissues with blood on the floor, used towels everywhere, mirrors were filthy."
• "The faculty was nice... They did give me a mat to practice on my own and it was dirty."
• "Poor organization. I witnessed many female customers entering the male changing room multiple times during a week."
• "The facilities are too small and the sauna is the locker room... The sauna and jacuzzi are small enough to fit 1 person."
• "All the staff were amazing, so helpful. The spa was fine, but some areas need updating/some TLC."
• "The changing rooms are often dirty - the showers have hair and not cleaned."
• "Absolutely poor service, I emailed... the showers and the pool area were not very clean and the tiles were grimy and old."

Staff and Customer Service

Pros:

• "I have been to this spa a few times now and I can definitely say that the staff are consistently helpful and friendly."
• "I really enjoy this spa. The manager is really nice and treats the employees with the same kindness."
• "The member of staff who made this experience much better for us... was a lady named Verity. She really is an asset to the team."
• "We also swam and used the sauna, steam room and jacuzzi. All the staff were amazing, so helpful."
• "I visited the spa today with my Mum and Aunt... The staff were very professional and very friendly."
• "Staff were very welcoming and friendly and eager to help make the experience memorable."
• "The staff area amazing, the facilities area amazing and they always have deals on groupon."
• "All the staff were quite helpful, had my appointment for a massage which was on time and very lovely!"

Cons:

• "The desk staff knew nothing and weren't helpful. They did give me a mat to practice on my own and it was dirty."
• "The worst of all no phone call that morning and the email has been sent 20 mins before when he was already outside."
• "Good facilities for a relaxing day and good gym too. Complaint is...still have not been given an answer since the 18th of April."
• "Would have given more stars however, I have been trying to get a receipt for my treatment to no avail."
• "I arrived for a pre-booked massage to be told my therapist was off sick and there was no cover...only suggestion was to rearrange."
• "The least relaxing spa I've ever been to...the steam room being out of order and the rude and unprofessional staff."
• "Unfortunately, I had a very bad experience. Customer service very poor. Unpleasant receptionist. My emails were ignored."
• "Literally the worst company ever. If you want to have a stress-free day, avoid the Kensington branch at all costs!!"