Some hot tubs are very poorly insulated. Sometimes a hot tub has a slow (undetected) leak which soaks the insulation, causing it to use its R-value.
Sometimes the foam insulation is missing in spots (usually due to sloppy application or being scraped off for repair access).
Tips:
-Check behind the panels to see what’s insulating the tub.
-If they used loose insulation bats, they may have sagged, leaving the top part un-insulated. If they used foil sheets they may have come undone, leaving open gaps.