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well what can i say ! as i live in central london, my mum came to visit from somerset and wanted to treat her to a spa day. got there and took 5 mins for the staff to acknowledge us standing at reception as they were deep in conversation, this included me saying excuse me repeatedly. finally got shown to the facilities and changing rooms. firstly the changing rooms, you had an option to get naked with the other people or queue for the only changing room, not impressed. the facilities were ok, standard pool and steam room. waited for our massage which were ok for the money i paid. i paid for 2 goody bags which had towel slippers and robe in, and they came in a bag which i saw some people walking out with, so i went to do the same on our departure, to which the receptionist called out my first name very loudly like she knew me and told me and my mum to give our bags back, we couldnt have them as we were not members. it takes a great deal to wind me up but this place did just that. if this is luxury, i will take standard any day. dont waste your money