Ton Poh Thai Spa & Wellness - Bristol

Sophie R.

It's always a pleasure coming to Ton Poh, I always have a great experience from start to finish, as soon as you walk in you get welcomed by the lovely staff and every service I have had has been great, all the women are very knowledgeable and their expertise enables them to offer treatments which are very impactful. Most importantly the rules and policies are well explained by the staff, this ensures that all customers are treated with fairness, making us feel valued and respected so thank you!

Mikela F.

I had a disappointing experience with Ton Poh. My partner had booked a massage for me during an extremely stressful time in my life, as my baby is currently in intensive care. Unfortunately, there was an error in the booking confirmation sent to me, which listed the wrong time. When I arrived 30 minutes after the actual booking time, I explained the situation and requested to reschedule, emphasising how much I was looking forward to some relaxation after a difficult period and I evidenced how it wasn’t an intentional error or malice mistake and I would’ve been on time according to the instructions I received.

The receptionist showed no compassion or flexibility and stated that their policy doesn’t allow refunds or rescheduling as it was less than 24 hours. I was told that arriving 30 minutes late due to this mistake would result in being marked as a no-show and losing my deposit. Despite explaining my circumstances, I was met with a cold response and told the policy was in place to “protect staff’s time.” I asked to speak with the manager, but was informed they were unavailable until mid-January.

I understand businesses have policies to protect their staff’s time, but I was disappointed by how rigidly these were enforced, especially given the circumstances. It’s disappointing how inflexible and unaccommodating they were in this situation. Felt less about valuing customers and more about holding on to deposits no matter the circumstance. They also mentioned that they previously refunded part of a booking for my partner as a gesture of goodwill, which felt irrelevant and unnecessary to bring up in this context.

While their services may work for some, my experience left me feeling dismissed and unvalued as a customer. Compassion and flexibility can go a long way, especially during challenging times, but unfortunately, I didn’t experience that here. Businesses that rigidly enforce policies without taking into account genuine human situations or their role in the experience risk coming across as more focused on profit than on providing good service. Unfortunately, my experience with Ton Poh has left me feeling exactly that.

Safina T.

My body was aching it was very tight and the lady knew exactly where I needed help. I've had the best deep tissue massage and will highly recommend this place. Friendly staff and the place look great. Will definitely be going back once a month.

ish J.

Absolutely brilliant. Best massage I have ever had. I have been in chronic back pain for 14 years, trying numerous different health care professional techniques, such as: Physio, chiropractor, Mctimony chiropractor and acupuncture. And nothing came close to the experience i have had today. Although extremely painful, in a good way, I actually felt that this will benefit me.

Will definitely be coming back to see if this improves my chronic neck/back pain for the long run.

Joanne P.

As always this was exactly perfect, no matter how my body shows up the masseuse always knows exactly what I need. I opt for deep pressure and they do not disappoint! I’m so grateful to this business and their skill and dedication, I can’t recommend them highly enough. Thank you.

Natasha M.

I went in as a gift to myself after a long illness and lots of sedentary desk work .... I was thinking I'd get a relaxing but sub par (watered down for western consumption) massage. But it was amazing!!!
She knew what she was doing and went really deep into my tissue and fascia. I felt muscles finally melt that were stiff from sitting at a desk job and being unwell for a couple of months. I can't recommend them enough for getting deep into the muscle and releasing tension and stress. I'm a new person now!

Thank you for this.

sualiha A.

I’ve been a loyal customer of Ton Poh Spa, having visited numerous times. However, my recent experience was beyond disappointing. The customer service here is absolutely horrendous, even in extenuating circumstances. Due to unexpected roadwork, I was caught in heavy traffic. I called the spa in advance to inform them of my situation, hoping they’d show some understanding. Unfortunately, the only options they gave me were to lose my deposit or cut my session short—no flexibility whatsoever. It’s disheartening to see that, despite my repeat visits, they don’t seem to value their customers enough to accommodate an unavoidable delay. This experience left a bitter taste, and I expected much better treatment.

S

The first time I came here I wasn't blown away by the overall customer service and the lack of friendliness but the massage was good so I asked for a voucher for my birthday. I have been unwell and in and out of hospital so wasn't well enough for a massage but when I felt up to it I went to book but I didn't realise the expiry date and when I checked it was 9 days out. I rang and explained it was a birthday present and I didn't realise it had 6 months on it, the receptionist was really uninterested and had a 'computer says no' attitude, when I asked if she could check with the manager , she just said manager will say no but refused to actually check with the manager. She did tell me to contact via email which I did and the manager had the same attitude 'computer says no'. I replied to Trinny asking why they are so rigid and can't make an exception for a genuine mistake and she didn't bother replying. I can't understand this level of ridgity over a voucher being several days out. To me this buisness is greedy and they don't care about customer retention or customer satisfaction. There are plenty of other places that are friendly and warm in their approach so I will be going to one of those next time. Over all poor customer service, zero compassion and felxibility and not friendly and warm attitude from people working here.

In response to Trinny:

If you check their online diary they always have plenty of space available so showing some compassion and flexibility would not take any other business from them so Trinny your response does not change anything - your business has a greedy attitude and customer satisfaction and retention is not a priority for you. Your receptionists need training in manners and you too need training in customer service and communication. You found the time to respond to the review but chose to ignore my 2nd email that I sent 10 days ago. Having a massage is a full experience and your business does not provide this. Do better!