Rena Health & Leisure at Leonardo Royal London City

I booked a spa day with a treatment and light lunch to celebrate my birthday. Upon arrival at the hotel, the spa reception informed us that we were at the wrong location, despite showing her the booking confirmation on my phone. We were redirected to the correct hotel, only to find out that the receptionist had made an error, causing us to return to the initial hotel. When we requested to move the lunch booking by 45 minutes, the receptionist said she needed to confirm with the restaurant first. By midday, there was still no update on the lunch reservation change, as the restaurant could not be reached. It turned out that we couldn't reschedule the lunch as our massage appointments were scheduled around the original time. Despite receiving conflicting emails regarding the massage timings, the location was lovely, and the massage itself was relaxing. However, the overall experience left me feeling disappointed.

I am extremely disappointed with the service provided by this spa. I reached out to the spa and hotel the day after my visit in September 2023 to express my dissatisfaction, but I never received any response. I had visited for my best friend's 21st birthday, where I had paid for us to enjoy the spa facilities and two treatments. Upon arrival, there was a sense of awkwardness with the reception staff, and we were not given directions to the changing rooms, forcing us to figure it out ourselves. The lack of seating area made it inconvenient for us to relax outside the pool. During our treatments, the fire alarm went off three times, disrupting the supposed "relaxation" experience. While the therapist attending to me tried to apologise, she was clueless about the cause of the alarm. My friend in the adjacent room received no apology and had staff walking in, further disrupting her session. This timing, between 5-6 pm, seemed ill-advised for any tests or drills, especially when guests are undergoing treatments. This whole experience dampened the mood, and I felt let down as I had spent a significant amount to make it a special birthday gift. The treatments were inconsistent, with my friend barely receiving a scalp massage as promised. The lack of communication, apologies, and overall ambience has made me decide not to return.

I had reservations about visiting this spa due to mixed reviews, but I decided to give it a chance, especially after getting a good deal through Red Letter Days. The spa facilities were decent, and the treatment I received midweek was just what I needed. In comparison to more expensive spas like Champneys, this one offered better value for money. Communication with Ellie via email was excellent, and the reception staff were welcoming. The light lunch provided was satisfying, and the relaxation room post-treatment served its purpose well. Overall, I would rate my experience as 5 stars. 🙂