Imagine Spa at Hilton London Heathrow Airport Terminal 5 Reviews
Poyle Road, Colnbrook, Berkshire, SL3 0FF
Check availability and book onlineReviews are written by customers after their visit.
295 reviews
So utterly disappointed with the whole experience. The food was below average with a huge price tag for average menu. It took 15 minutes to be served and another 50 minutes for food and drinks to arrive. Nobody checked on us so we could prompt the drinks arriving sooner, or to check the status of our order. The spa had broken beds and only six to lay on, all were in use or reserved by guest with their towels. We didn't get shown around so ended up being lost transiting through the spa and restaurant areas. We wittiness guests complaining about their food and then the replacement dish, we had maids hoovering whilst we ate AfternoonTea. We watched waiters ignore guests waiting to be seated in favour of moving furniture around and through the restaurant. We ate in the restaurant for lunch and then afternoon tea before leaving and I'm now at home unwell with stomach pains and D&V, I feel like I have food poisoning! Just spoke with and wrote a huge complaint to the spa and head of catering in case other guests have left with illness from eating today. The list of complaints in the email was borderline endless. So disappointed
The treatment was lovely with a good selection of choices. The main spa facility, the pool, was not working which meant the second main reason for choosing this offer (first being the treatment) we were not able to benefit from. Although clean the spa area had a lot of dirty towels left lying around hence the low score for cleanliness. Staff were helpful and extremely friendly.
Absolutely awful! Could not believe how bad the staff were. Upon arrival to the hotel car park we were told it would £6 for up to 4 hours ( no mention of this on heir website ) but if you were a hotel guest it would be free ( again not told o that included spa or just hotel or how we would be refunded). When we arrived at the hotel lobby we struggled to see where the entrance to the spa was as there were no signs. When we found it there was only one girl on reception who didn't acknowledge us or seem bothered that we were standing there waiting to be attended to, she didn't call another member of staff to assist us and carried in her phone conversation.
Although we called up a week before our visit to book treatments we were told they were fully booked every day (8am-7pm) and that they get booked up at least two weeks in advance ( which I found hard to believe). Despite the fact that we purposely booked a week day. It made me question why they put the spa day on a voucher site and then not give any indication of how far in advance you have to book in the small print.
We enquired about treatments only to be told that nothing would be available as EVERY member of staff would be in a meeting all day!
I then asked why when I asked over the phone and was told all treatment rooms were fully booked that I was obviously lied to? She didn't answer.
We were then told that non-therapist treatments (?) were available and to make our way to the changing room, get changed and wait by the pool and her colleague would come and show us where everything was and discuss treatments . We waited 20 mins for her and she never showed up. We also asked the other guests whether they had been told the same to which they ALL said yes and some had been there an hour waiting to be shown around. Another guest said they always do that to get rid of you in the spa, an then make it seem like you missed it so they haven't got to deal with guests! Appalling!
Very small changing rooms and no tag/ band for locker keys so having to carry it with us tin the pool etc
In the spa:
-Tiny pool ( ok for sitting but photos are misleading )
- Only 8 beds to sit on, 1 chair ( despite 20 people at least being in the spa
- 2 hard plastic beds which we later found out from another guest were " heated to room temperature" so not quite sure of the point of those to be honest. And someone had "claimed " them with their towel for the duration of our day.
- Sauna
-Steam Room
- Ice Bowl
- Salt Room? No guidance on this
- 2 showers ( one out of order )
By pure fluke we found the relaxation area upstairs! We saw the member of staff who was supposed to meet us and she knew nothing about it. No apology. She nonchalantly said "Do you want me to show you around now " I replied " well we've been here an hour so...." and she walked off!
We were the only ones in the relaxation area so we could only assume that no one else ventured up the stairs. When we asked where we could get lunch we were directed to an empty restaurant which led to the mezzanine floor of hotel lobby which felt extremely awkward in our dressing gowns. Again the " amazing" service was apparent here too as we stood at the desk for 10 mins waiting be seated and numerous waiters ignoring us. When one finally spoke to us he gave us a piece of paper and told us "sit down in there and pick what you want and I'll come and find out later" ( exact words)
We were not impressed with the " restaurant" either all low level tables and seating, OK for coffee but not an actual meal ( even with extortionate prices of £18 for a burger). We got fed up of waiting for him to come back so left after 15 mins.
When we came to leave 8 members of staff were surrounding reception ( evidently no meeting/ treatments ) they said bye and we thought we'd enquire about the car park. They looked at us as if we'd been there a hundred times before and gave us a ticket to put in the machine ( So if we hadn't asked I don't think they would have even mentioned it or asked " did you need a car park ticket " letting us pay a fortune to park.
Overall we were extremely disappointed with the staff and the general organisation of the hotel and spa as a general.
Dirty toilets and floor still not cleaned 2hrs later. Nice massage but asked for a back massage and had legs massaged for half of the time. Water jets on relaxing beds in the pool not working. Very helpful and friendly staff.
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