I rarely leave negative reviews, but after this experience I feel it’s important to warn others who are considering purchasing an emailed gift through Thermea Winnipeg.
My wife purchased a spa package as a surprise thank-you gift for my sister after our wedding. She had been incredibly supportive throughout, and we wanted to do something special to show our appreciation. We wrote a heartfelt personal message to accompany the gift.
Unfortunately, she never received the original gift email. We confirmed the email address was correct, and she thoroughly checked both her inbox and junk folder multiple times. The email simply never arrived.
After my wife contacted customer service, the gift certificate was resent, but our personal message was missing, despite my wife specifically mentioning it in her email to support.
Instead of receiving the thoughtful gift experience we had purchased, my sister simply received a PDF attachment.
What disappointed us most wasn’t that something went wrong, technical issues happen. It was the complete lack of empathy and accountability afterward. We were told the original message was “private” and couldn’t be accessed, and were invited to send it again so it could be emailed separately. That should have been communicated to us before the gift certificate was resent. Instead, the surprise was spoiled and the most meaningful part of the gift was lost.
We were also advised to have my sister add Thermea’s email addresses to her safe sender list. At that point, after she’d already checked her inbox and junk folder multiple times and the surprise had been spoiled, that suggestion felt dismissive rather than helpful. We were left without a clear explanation for why the original gift email never arrived.
We weren’t looking for excuses or deflection, we were looking for someone to recognize that a meaningful moment had been lost and offer a genuine apology.
When you purchase a gift, you’re trusting a company with more than just a transaction. You’re trusting them to help deliver a special experience. Unfortunately, that trust was misplaced. If you’re considering purchasing an emailed gift through Thermea, I would strongly encourage you to think twice.
I hope Thermea improves not only the reliability of its gift delivery process, but also the compassion, empathy, and accountability shown when customers’ special moments are affected. We were extremely disappointed by both this experience and the level of customer service we received.
Melissa Kravetz
Jun 2026
Thermea remains the most unique spa in Winnipeg but they need to control how many people are allowed in at a time. I went at 8:30am on a Friday and by 10am it was crowded with people drinking alcohol and being noisy. Definitely not as relaxing as it used to be, and overcrowding is a continuous problem.
Kay
Jun 2026
Heartless and pathetic customer service.
Melissa Funk
Jun 2026
Writing this review to specifically praise Kevan who gave us the most spectacular Discovery sauna experience! I’ve been to Thermea probably 10 times and Kevan’s ritual blew me out of the water! Incredible towel skills and you can tell he put his heart into giving everyone in the room a ritual to remember. Thank you so much!!
Yuliia Shamburova
Jun 2026
Place to relax
Nat Heb
Jun 2026
Spent about 6 hours going between the pools, saunas and steam rooms. So fun to eat dinner in a robe, not to mention the food is absolutely stellar. We were visiting from away, wish we had something like this. Winnipeg u are so lucky. Awesome, awesome place!!!!!
L B
Jun 2026
It is beautiful space which is overbooked with people. We were unable to actually enjoy the amenities without sitting shoulder to shoulder with others. It is not worth the hype or the cost. It was our first and last time visiting.
Tyson Wagner
Jun 2026
A lovely experience, worth the hype. Impressive facilities with plenty of options to relax and spend time enjoying. The restaurant in particular was such a highlight, immaculate food and service, Madi waited on our table - the attention to detail and amount of care provided is admirable. 10/10 Will return.
dc thompson
Jun 2026
Always a great experience.
Dominic (Dom)
Jun 2026
I had a great time, but people do get annoying and don’t respect the rule of being quiet in some of the places that it should be required, very annoying and my mom left early because of that. At this point, just send workers in and shush people like a librarian
Liam W
I rarely leave negative reviews, but after this experience I feel it’s important to warn others who are considering purchasing an emailed gift through Thermea Winnipeg.
My wife purchased a spa package as a surprise thank-you gift for my sister after our wedding. She had been incredibly supportive throughout, and we wanted to do something special to show our appreciation. We wrote a heartfelt personal message to accompany the gift.
Unfortunately, she never received the original gift email. We confirmed the email address was correct, and she thoroughly checked both her inbox and junk folder multiple times. The email simply never arrived.
After my wife contacted customer service, the gift certificate was resent, but our personal message was missing, despite my wife specifically mentioning it in her email to support.
Instead of receiving the thoughtful gift experience we had purchased, my sister simply received a PDF attachment.
What disappointed us most wasn’t that something went wrong, technical issues happen. It was the complete lack of empathy and accountability afterward. We were told the original message was “private” and couldn’t be accessed, and were invited to send it again so it could be emailed separately. That should have been communicated to us before the gift certificate was resent. Instead, the surprise was spoiled and the most meaningful part of the gift was lost.
We were also advised to have my sister add Thermea’s email addresses to her safe sender list. At that point, after she’d already checked her inbox and junk folder multiple times and the surprise had been spoiled, that suggestion felt dismissive rather than helpful. We were left without a clear explanation for why the original gift email never arrived.
We weren’t looking for excuses or deflection, we were looking for someone to recognize that a meaningful moment had been lost and offer a genuine apology.
When you purchase a gift, you’re trusting a company with more than just a transaction. You’re trusting them to help deliver a special experience. Unfortunately, that trust was misplaced. If you’re considering purchasing an emailed gift through Thermea, I would strongly encourage you to think twice.
I hope Thermea improves not only the reliability of its gift delivery process, but also the compassion, empathy, and accountability shown when customers’ special moments are affected. We were extremely disappointed by both this experience and the level of customer service we received.
Melissa Kravetz
Thermea remains the most unique spa in Winnipeg but they need to control how many people are allowed in at a time. I went at 8:30am on a Friday and by 10am it was crowded with people drinking alcohol and being noisy. Definitely not as relaxing as it used to be, and overcrowding is a continuous problem.
Kay
Heartless and pathetic customer service.
Melissa Funk
Writing this review to specifically praise Kevan who gave us the most spectacular Discovery sauna experience! I’ve been to Thermea probably 10 times and Kevan’s ritual blew me out of the water! Incredible towel skills and you can tell he put his heart into giving everyone in the room a ritual to remember. Thank you so much!!
Yuliia Shamburova
Place to relax
Nat Heb
Spent about 6 hours going between the pools, saunas and steam rooms. So fun to eat dinner in a robe, not to mention the food is absolutely stellar. We were visiting from away, wish we had something like this. Winnipeg u are so lucky. Awesome, awesome place!!!!!
L B
It is beautiful space which is overbooked with people. We were unable to actually enjoy the amenities without sitting shoulder to shoulder with others. It is not worth the hype or the cost. It was our first and last time visiting.
Tyson Wagner
A lovely experience, worth the hype. Impressive facilities with plenty of options to relax and spend time enjoying. The restaurant in particular was such a highlight, immaculate food and service, Madi waited on our table - the attention to detail and amount of care provided is admirable. 10/10 Will return.
dc thompson
Always a great experience.
Dominic (Dom)
I had a great time, but people do get annoying and don’t respect the rule of being quiet in some of the places that it should be required, very annoying and my mom left early because of that. At this point, just send workers in and shush people like a librarian