The Haven Spa

The Haven Spa, Exeter: Hours, Address, The Haven Spa Reviews: 4.5/5

The Haven Spa
4.5
10:00 AM - 4:30 AM
Monday
9:00 AM - 6:00 AM
Tuesday
9:00 AM - 6:00 AM
Wednesday
9:00 AM - 6:00 AM
Thursday
9:00 AM - 6:00 AM
Friday
9:00 AM - 6:00 AM
Saturday
9:00 AM - 5:30 AM
Sunday
10:00 AM - 4:30 AM
About
Step into our brand new luxury Spa and unwind within our haven of total relaxation and rejuvenation. Whether visiting for a beauty treatment or for one of our carefully crafted Spa packages, you are guaranteed to leave The Haven Spa feeling reinvigorated and refreshed. Our handpicked team of experienced Beauty Therapists will advise and tailor treatments to your individual needs, ensuring that you get the most out of your Haven experience. Indulge in some quality 'me time' or a get together with friends in our state of the art Thermal Suite and experience our sauna, aroma-room, rain dance shower, bucket shower, heated loungers, Jacuzzi, foot spas and relaxation room. Conveniently located just minutes from Exeter high street, The Haven Spa is tucked away from the hustle and bustle within the Guildhall Shopping Centre.
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The area
Address
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4.5
61 reviews
Excellent
43
Very good
7
Average
2
Poor
3
Terrible
6

Lis665
Glos5 contributions
Not what I expected
Nov 2021 • Friends
This was my first visit to a spa, it was a special occasion.
I will start with the only positive, which was a very nice back massage, the person giving it was in my opinion well trained, although as I have never had one before I can’t compare.
Sadly, the thermal experience wasn’t what I expected, as it was booked by six friends it was surprising to find someone wandering through our session and using our changing room to apply fake tan, when one of our group was trying to get changed for their treatment. Also dirty cups left from the previous party didn’t make it feel very COVID safe.
I was left confused as to how I could get to my massage as my robe was wet and was left wandering around with my belongings. I felt very rushed as I was continually told they were shutting soon.
I think that maybe the questionnaire should be completed before arrival, as this would stop the disappointment our friend and we all felt. Maybe also some customer care training would be appropriate.
So, as quoted did I feel

‘ Whether visiting for a beauty treatment or for one of our carefully crafted Spa packages, you are guaranteed to leave The Haven Spa feeling reinvigorated and refreshed.’

……unfortunately not. Please don’t copy and paste a reply.
Written November 16, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
We have clearly set our position against your earlier "friends" compliant. All of you have effectively, copied and pasted the comments. To re-iterate, we take our client care seriously at all times. Our previous reviews speak volumes for our business. We have an amazing team working tirelessly in these difficult times to ensure everyone is kept safe whilst enjoying their experience. We are not prepared to be blackmailed as set out by your group's lead that if we did not refund in full the group you would all leave negative reviews. No one on the day made any complaint or even mention anything only sometime after the visit did your friend then call making these demands.
Written November 18, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Karen W
Exeter, UK2 contributions
Disappointing
Nov 2021 • Friends
13th November was certainly unlucky for myself & my friends when we visited as part of our celebrations for a group members 50th birthday. We were all very excited for our pampering session at The Haven Spa.
I cannot fault the girls who diligently & professionaly performed our treatments. However, i did feel that the thermal suite was over rated, not thoroughly cleaned between bookings & sadly, not every member of our group experienced their full 90 mins. We were late into the suite, despite arriving in good time & then felt rushed to leave at the end of our session.
We also experienced some issues regarding pre arranged treatments, due to health restrictions. Sending standard questionnaires with the booking confirmation & not left to the day of arrival would avoid any future problems.
Written November 16, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Thank you for your valuable feedback. As mentioned in the earlier reply to your friend's negative review, the issue with the pre-arranged treatment in question relates directly to the friend in your group who recently had cancer. We were only told on the day of this situation and immediately moved things around to accommodate different treatments. We take our client care seriously at all times. We have an amazing team working tirelessly in these difficult times to ensure everyone is kept safe whilst enjoying their experience.
Written November 18, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

SB
1 contribution
Disappointing
Nov 2021
I’d firstly like to point out that I am not usually one to write bad reviews, or to complain for that matter but my experience at the Haven Spa in Exeter last weekend can only be described as disappointing. We were booked in as a group for a friends birthday, arrived for our treatments at the allotted time and were given pre treatment questionnaires to fill out. I have just recovered from cancer (I’m currently 6 months in remission) and was told that on this basis they ‘wouldn’t touch me’ and there was nothing they could do about it. There was no explanation as to why (apart from some mutterings about insurance) or any sort of apology from the staff – I was made to feel like a complete pariah! It was agreed that I could have my nails painted instead but it was stressed that they wouldn’t do a hand massage – just a file and polish. As part of our spa day we were booked into the Therma Suite, and I was advised that I shouldn’t use any of the facilities due to my situation. Halfway through my manicure I was given a disclaimer to sign prior to going into the Therma Suite (they couldn’t even wait for my ‘treatment’ to finish!). Once inside the Therma Suite it was clear that it wasn’t particularly clean or Covid friendly. The heated beds were still wet from the previous occupants and their used drinks glasses were left on the floor next to those beds. In the changing room, the laundry bin was full to overflowing and the room had not been cleaned between guests. At one point a person from another party wandered through the Therma Suite whilst the 6 of us were using it, and then proceeded to use the changing rooms as their own private ‘tanning suite’ while they applied fake tan. The day was paid for in advance, but when I was told I had to swap my massage & facial for a manicure, the difference in cost does not appear to have been acknowledged, nor has the fact that I was unable to use any of the facilities. It’s a shame as a little bit of politeness and customer service goes a long way, but the Haven Spa seems more concerned with defending itself than offering any sort of customer service.
Written November 16, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
It is regrettable that you consider it necessary to leave a negative response following your interaction at the spa. I shall attempt to address the points you have raised in turn. On arrival, you revealed to us in the medical questionnaire process that you were 6 months in remission from cancer. Unfortunately, as a spa business, we are unable to undertake certain treatments for clients who are suffering from or have recently suffered from certain illnesses and medical conditions and this includes cancer. This demonstrates clearly that we follow clear health protocols to protect all our clients and we will not cut corners in our client care. This position is also based on industry advice that there could be a risk of negative medical interaction from certain treatments. Our insurance also stipulates we must adhere to this advice. Upon realising this issue matters were explained to you that as a guest that you were impacted and a solution was offered and accepted swapping the massage treatment for either a mani or a pedicure. The difference in price between this treatment and the massage was refunded. At the time and on leaving at no point did you make it clear you were unhappy. In fact, our staff went out of their way to try and swap around treatments to accommodate this situation. No issues were raised at the time either by any of the rest of the group. We were completely unaware that there were any complaints as none were raised. It, therefore, came as a surprise to be contacted and presented with a catalogue of complaints and a request for a full refund for the entire group today when we reopened for the week. As our manager explained to your friend there is simply no basis or justification for a refund. The suggestion in your friend's negative review that because you had suffered from cancer and was “treated like she was untouchable” is abhorrent and a truly despicable thing to have alleged. As we clarified to you on the telephone to your friend, as a business we refused to be bullied or blackmailed into providing unjustified refunds where the threat of negative reviews if we do not comply is brandished. Our reviews left by our customers accurately reflect the high standards and service that we provide and we are comfortable and secure in the knowledge that unjustified and false negative reviews will be shown to be just that. We are proud of our caring nature towards all of our clients with our best intentions first to protect them.
Written November 16, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Julie S
2 contributions
Avoid at all costs. Ruined my 50 birthday
Nov 2021 • Friends
We weren't told before we attended that you couldn't use the spa or have treatments if you are in remission from Cancer my friend's had the worst year of her life and was treated like she was untouchable. They charged her the use the spa even though she wasn't allowed to use anything expect the dirty heated seats that haven't been cleaned after the previous guests and still had their dirty cups by the side
The premises are not cleaned between use and other guests were strolling through the spa and in the TINY changing rooms while we were booked in.
Their customer care is shockingly bad. No apologies for ruining my 50th birthday treat or for upsetting my friends including someone recovering from cancer who deserved so much better
Written November 16, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Dear Julie It is regrettable that you consider it necessary to leave a negative response following your interaction at the spa. I shall attempt to address the points you have raised in turn. On arrival for your group booking a member of your group revealed in the medical questionnaire process that they were 6 months in remission from cancer. Unfortunately as a spa business we are unable to undertake certain treatments for clients who are suffering from or have recently suffered from certain illnesses and medical conditions and this includes cancer. This position is based on industry advice that there could be a risk of negative medical interaction from certain treatments. Our insurance also stipulates we must adhere to this advice. Upon realising this issue matters were explained to the guest that this impacted and a solution was offered and accepted swapping the massage treatment for either a mani or a pedicure. The difference in price between this treatment and the massage was refunded. No issues were raised at the time by either the guest or the remainder of the group and we were completely unaware that there were any complaints as none were raised. It therefore came as a surprise to be contacted and presented with a catalogue of complaints and a request for a full refund for the entire group today when we reopened for the week. As our manager explained to you there is simply no basis or justification for a refund. The suggestion in your review that one of your guests who has suffered from cancer was “treated like she was untouchable” is abhorrent and a truly despicable thing to have alleged. As we clarified to you on the telephone as a business we refused to be bullied or blackmailed into providing unjustified refunds where the threat of negative reviews if we do not comply is brandished. Our reviews left by our customers accurately reflect the high standards and service that we provide and we are comfortable and secure in the knowledge that unjustified and false negative reviews will be shown to be just that. The suggestion that we have acted in any way inappropriately when you have today subjected the manager of the spa to a torrent of unpleasant behaviour, including but not limited to calling her “a horrible human being”, and “a vile person”, for failing to acquiesce to your demands for a full refund when there is no basis to support any complaint, is in fact the only thing that is unacceptable.
Written November 16, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Kia J
1 contribution
The most amazing spa experience!
Jun 2021 • Friends
I went for a spa day at Haven and it was without a doubt the best spa experience I have had. The spa was very Covid friendly and I felt completely safe, as it was extremely clean and possible to socially distance at all times. I also had the Elemis massage and it was the best massage I’ve ever had. Would highly recommend Haven Spa to anyone and I will 100% be returning time and time again!
Written June 19, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Liam
2 contributions
COVID friendly I think not
Jun 2021 • Couples
Me and my partner went for a thermal suite 2hr session which was booked online. Under the impression that we would have exclusive access to said area as it doesn’t specify anywhere on the website it’s a communal area. When we arrived we weren’t asked to scan we codes for track and trace and didn’t have our temperatures taken as was was supposed to happen. We were shown to the changing rooms and then went too the thermal suite. Once by the jacuzzi we noticed 2 previously used cups left there which not really thinking I moved out the way. After 40 minutes of relaxing time 2 ladies joined us in the thermal suite so no an exclusive area. My partner addressed reception were they told us ‘oh it’s now a communal area. It does state on the website’ but after double checking it doesn’t specify at all. Not feeling that we can satisfactorily keep socially distanced we felt we couldn’t stay. We then went back to the changing rooms to shower were I was met by aN old flannel a previous client had used. Lovely. We asked if we could get a refund as what we purchased isn’t what we got and they said they would get a director to contact us. All we have received then is emails and phone calls calling us liars and that we have fabricated it all. Top notch customer service wouldn’t recommend to anyone and will advise everyone to steer clear of this clearly non COVID friendly establishment. Shocking.
Written June 1, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Whilst we welcome constructive criticism and feedback from our clients, unfortunately, this review is inaccurate and in no way reflects the situation. This individual contacted the spa following their visit and stated that they would leave a negative review if they were not refunded for their costs. There was simply no basis to justify this and so their request was refused. We take our responsibilities in respect of compliance with covid regulation exceptionally seriously and so, whilst this review is in no way shape or form accurate, it does allow us an opportunity to detail the measures that we have in place. First, it was said that we did not have Track and Trace visible within the premises. This is simply incorrect. We have always had this and the signage and check-in codes are in the entrance door to the building before you walk down the stairs and then again at reception, where we also have a hand sanitizing unit. It is then stated we did not take their temperature and we did, which was confirmed by reception. We also have a secondary track and trace system via our client system where we record every client entering and leaving the premises with times recorded against this. This occurs automatically as all bookings are via our online system so we have a record and contact details for each client. Finally, we have never advertised the Thermal Suite as an "exclusive area", we closely follow Covid guidelines, which is a maximum of 6 or two households, again this is controlled via our booking system. As a business we welcome feedback but we refused to bow to threats of negative reviews in order to provide refunds that are simply not justified. We believe that we care for everyone that visits the spa and our amazing staff always try to ensure every experience is special for the client. Our reviews speak volumes of what we do, it is such a shame there are those that are out to cause issues by fabricating facts to advance their own agendas.
Written June 19, 2021
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

northlondoner
London, UK27 contributions
City centre haven of relaxation
Dec 2020
Well appointed spa area, space to sit in between use of the sauna, hot room and jacuzzi. Plenty of water provided. Changing rooms include good showers. Mixed spa and not sure if you can have a single sex session, so swimwear is required.
Written April 5, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Jay O
Exeter, England, United Kingdom9 contributions
Amazing experience
Dec 2020
As soon as I walked in the customer care was brilliant.
Jodi was my masseuse for my treatments consisting of full body scrub, massage and face scrub to finish off. Absolutely amazing experience and so thorough. Well worth the money. Would highly recommend and definitely go again with Jodi.
Written December 22, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Hayley Easter
Newquay, UK51 contributions
Perfect treatment
Feb 2020 • Couples
My fiancé booked me a frangipani dream treatment for my birthday and it was brill. The spa is beautifully tucked away and the treatment was amazing, thank you Emma! Would definitely recommend and return.
Written February 17, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Kate H
Exeter, UK69 contributions
Incredible experience
Jan 2020 • Solo
This spa is just wonderful. Despite being in the middle of the city centre, you feel a world away. The spa itself is situated a couple of flights of stairs below Guildhall and opens up into a beautifully decorated and tranquil space - I was genuinely pleasantly surprised to see how upmarket and luxurious everything was.
I had two hours in the actual spa, which was glorious. The facilities they have there are top notch and designed to get you into a state of total relaxation - though I wouldn’t fancy coming at a peak time on a weekend as it’s not the largest. I was fortunate enough to have the spa to myself at certain times which felt very decadent! They have a large jacuzzi, but the sauna and aromatherapy aren’t huge and they only have two heated loungers and two foot spas. I imagine they have a good booking system to avoid overcrowding but if you can book at a quieter time I’d fully recommend it.
The relaxation room is wonderful too - proper beds to snuggle down on with blankets, magazines and just the right lighting to encourage a doze!
The treatments themselves were glorious. I had the salt scrub followed by a Swedish massage and they were some of the best spa treatments I’ve ever had.
I’d love to go back to Haven soon but it is reasonably pricey (I was lucky enough to be given a voucher as a leaving present!) Especially as other spas in Exeter/Devon charge the similar but include lunch etc. The best value is the Relax and Unwind package I feel (£65 for two hours in the spa and two 30 min treatments) but unfortunately only available Mon-Thurs.
Overall such a worthwhile visit but unfortunately I think I’ll have to save up before coming back again (but then, that is what makes it a real treat!)
Written January 26, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

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