March 2024 by D
I paid for 2 spa treatments on the 26th November (both at Peebles Hydro for a January hotel stay). The first was for a Winter Glow (which I had on 3 Jan 2024) and an eyelash tint, for 4 Jan (the price paid included a Black Friday 20% discount - from £28 down to £22.40).After my second treatment, I noticed that I had been charged again for the eyelash tint (for the full amount of £28). As this was showing as pending on my Amex account I spoke to Zoe, the lady who carried out my treatment. She said not to worry as it probably wouldn't go through. It did, but by the time it had, I was already checked out of the hotel. I have tried emailing PureSpa several times without ANY response and began the complaint process with Amex however Purespa sent Amex proof of my treatment as if they are in the right??!!! Beggars belief. I would NEVER use Purespa again- shocking customer service!! If I could give zero stars I would.
February 2024 by Allan Jones
Just had a relaxation massage at Peebles Hydro Spa, run by Pure Spa. The massage itself (Midweek £49 for 40mins) was fine for the price paid. If however I had paid the regular price for the services that the Spa offers, I think I would have left feeling somewhat underwhelmed. The Spa itself is in the basement of the hotel and feels as though it is an afterthought that has been makeshift fitted into a few basement storage rooms that were left empty for some reason. Overall the hotel itself feels tired, and needs significant investment in renovation and upgrading in order to maintain its desireability as a premier relaxation retreat.To summarise the overall feel of the venue - It has a whiff of the hotel in "The Shinning", just before Jack Nicholson moved in as the caretaker.
February 2024 by Damon Allan
This place is an absolute shambles - DO NOT BOOK! This would get zero stars if I could as we did not even get our treatments since no one was there. We arrived 10 mins early as advised and waited 15 mins after the appointment and the place was in darkness and locked. We then asked the hotel reception who told us no one was in and that all the spa customers were complaining for this reason! The spa never even contacted us - despite phoning us just the day before to cancel one of our treatments altogether! They had assured us - in writing - that they would still be able to take us both for shorter treatments so we decided to go ahead with the stay at the hotel - which was lovely, but a complete waste in the end since we had booked it for the treatments! Had they told us the day before, we could have rebooked the hotel too! We have tried phoning customer services who are not answering or replying to our emails and voicemails. The hotel is great but do not book if you want a spa as it was an absolutely awful experience!EDIT: cannot reply but yes, booking was under my partner?s name. They have still not phoned back to tell us what happened.
November 2023 by Allie Turner
I originally bought an overnight stay almost a month before the day I wanted to go, and was reassured by the PURE team that everything was confirmed & my treatments booked. About a week before we were set to arrive, I doubled checked with PURE that I didn't need a separate confirmation from the hotel, that everything was all set - they regretted to tell me that no one had booked the hotel stay. And there is now no availability for the rest of the month. I've been trying to speak with someone for the last few days about getting a refund, so I can urgently book somewhere else to enjoy this upcoming weekend, but no one has been able to give me refund confirmation. I'm extremely disappointed in the PURE customer service and won't be purchasing any other products or services from them.
October 2023 by Robyn Galloway
Indian massage itself was good but I feel like the lady doing the massage could have maybe made it a bit more relaxing? It was non stop chat about work and religion etc. Would have been nice to unwind completely without talking about work and the lady complaining about her job
September 2023 by Christina Cowan
Had a fabulous spa day for my birthday with my daughter. Very relaxing. Could do it again tomorrow ???
August 2023 by Apple Chew
Despite the great reviews, I was very disappointed with my Full Body and Indian Head massage experience. For context, I have had quite a few massages in my life and this was the worst session I've ever been to...I had to ask 5 times for the masseur to put more pressure as she was caressing my skin rather than actually massaging my muscles. She listened and acknowledged my request but there was no change in pressure at all and I felt bad having to ask again and again so I gave up in the end. The Indian head massage included a face 'massage' that touches on pressure points and apparently it included lymphatic drainage. I barely felt any pressure on my face and even asked the masseur to increase the pressure but she didn't. The technique was bad and not all parts of my body was fully massaged - it was missing lower back and hips. The 'thigh' massage was only around the knees and did not reach anywhere near the hips where muscles are the most sore and used.Upsides: The environment was cosy and I appreciate the electric blanket and that one time where a specific nerve was massaged behind the shoulder blade. I was also asked whether I had any sore areas of the body before the massage started and asked the for the massage pressure that I wanted, both I found thoughtful. But that's about it.Overall, I had a sore body and headache the day of the massage and was so looking forward to be relieved of it, hence the huge disappointment. It was a lot of money wasted for my birthday treat...Additionally, my partner and I had really different experience despite taking the same package. For example, he was offered different options of massage oil when I wasn't, and I was given a face massage and he didn't get one. He also found the massage disappointing, mainly because we've been to good masseurs in the past.
August 2023 by Michelle Walsh
Best Deep Tissue massage Ive had, Jelena found all my knots and I left feeling totally relaxed.
August 2023 by Iain Hastie
I had a great deep tissue massage from Laura, I felt so much better after it. I can highly recommend.
July 2023 by Nanette Moffat
Had a great experience I the capable hands of Nicola, would recommend you give the spa treatment a go. Nanette x
July 2023 by Kay Sinclair
Fantastic experience.! Katelyn manicure was professional and made me feel relaxed and comfortable in the surroundings.My Indian head massage was so relaxing. Jelena was great.Thank you Ladies I will return soon
July 2023 by Amy French
The messages were brilliant, both Jelena and Katelyn were lovely, really helpful and tentative. Thank you so much to you both, great start to our stay ?
June 2023 by Jacquie Clark
Very easy to relax from the start. Clear guidance, ambient atmosphere, professional treatment. Wonderful experienceThank you
June 2023 by I Ipop
Vanessa was an absolute superstar . I loved my treatment from my head to toes. She met all my expectations and performed very professional thorough treatment . I felt super relaxed and happy. Brilliant therapist and person . Thank you so much??????
June 2023 by The Team (Acting Out Drama School)
Great nails!! Perfect for show times. Nicola was really good at her job and also very friendly and professional. We will be back!
