Etiquette and Frequently Asked Questions
Are there any age restrictions for minors wishing to use the Spa facilities?
Access to the Health Cub and swimming pool is restricted to those aged 13 years and above. Customers must be aged 16 years and above to receive Spa treatments.
I am staying in the hotel ? do I need to book a Spa appointment ?
To avoid disappointment we do recommend that you book your spa treatment in advance. However our Spa team will always be delighted to accomodate your booking without notice wherever possible.
How long before my treatment should I arrive, and what if I`m running late ?
Please arrive for your treatment at least 15 minutes before your treatment is due to start. We will obviously try very hard to honour your original appointment if you arrive late, but your treatment time may be reduced or in some cases cancelled if this is unavoidable. Guests are advised not to consume alcohol or a heavy meal prior to using the Spa or having treatments. We also recommend that you do not bring any valuables with you, however complimentary lockers are provided.
Where can I park my car ?
Car parking (chargeable) is available on a first come first served basis to the side and rear of the hotel, for Hotel and Spa customers only. Alternatively public parking is available immediately at the front of the hotel on a pay and display basis.
Can I shower and get changed before & after my treatment ?
Yes absolutely ? we have extensive male and female changing and locker facilities available for your use, and we recommend that all clients shower before their treatment. If your appointment specifically includes a shower as part of your treatment (such as a body scrub) a private shower is available for your use in your treatment room (during your booked appointment time only).
Will I be required to complete a pre-treatment questionnaire ?
Treatments are only available on completion of a confidential pre-treatment consultation when you should inform a member of The Spa staff of any medical condition that you may feel pertinent to your visit.
Certain conditions can be affected by using the Spa facilities and may preclude you from having some or all of our range of treatments and use of facilities and as such the hotel reserves the right absolutely to refuse any treatment(s) where it sees fit.
It is your responsiblity to discuss any relevant conditions with the Spa team before booking treatments with us in order to avoid possible disappointment during your visit.
Should the hotel deem it necessary to refuse you any type of treatment(s) on medical / other grounds we will always endeavour (but not guarantee) to offer you a suitable alternative treatment(s) wherever possible and will adjust our fees accordingly. This will be fully discussed with you in advance of commencement of any treatment(s).
Should treatments be refused you will not be entitled to any compensation or reduction in charges except the return of any fees already paid for the specific treatment refused.
Can I stay behind after my treatment to use the Health Club ?
If you have booked a Spa Day Package you may use all the Health Club facilities. Otherwise a 'Health Club Day Pass' is available for purchase on the day.
I have a Day Spa Package booked ? what time should I arrive ?
You may arrive for your Day Spa package from as early as when the Spa opens that day, irrespective of when your treatment times are booked for. On arrival we will organise a full tour of the Spa and Health Club facilities, and run through your appointments and any questions you may have at that point. You will be issued with a robe and slippers for use during your visit. Please note that customers are unable to wear their robes and slippers outside the Spa & Health Club area.
What should I wear for my massage ?
We would recommend loose fitting clothing where possible. Clients are required to wear dry swimwear, underwear or Spa provided paper briefs whenever taking part in body treatments, and professional draping is performed throughout the duration of the service for privacy. Your treatment includes the use of one of our lockers for your personal belongings.
Can I use my mobile phone / Blackberry in the Spa ?
The whole Spa is a mobile phone, laptop and tablet free zone. We kindly request that you leave these items in your complimentary locker.
Where can I leave my valuables ?
Lockers are available to all customers free of charge.
Can I change / cancel my treatment ?
We are unable to take any bookings without a credit card number as security. By giving us your credit card details you are agreeing that this can be charged in the event of cancellation as detailed below. Please note for Spa Day packages full pre payment will be taken at time of booking.
For Spa Treatments and Spa Day Packages
Cancellations will be charged as follows to the payment card used to secure the original booking (the details of which will be taken when you make a booking with us). This will apply without exception in all cases.
-Between 72 hours and 24 hours prior to 09.30am on your arrival date - cancellations will be charged at 50% of full fee.
-24 hours or less prior to 09.30am on your arrival date - cancellations will be charged at 100% of full fee.
Regrettably we are absolutely unable to waive these charges for any reason.
For Spa Residential Packages
Please note that seperate terms apply for residential bookings.
Can I book my Spa treatment at the same time as booking my hotel accommodation ?
As our Spa team are professionally trained to offer the best advice on the treatments we offer, all Spa bookings must be made with our Spa team and, whilst being unable to take your Spa booking, the hotel reservationist will assist you in speaking to our Spa. Alternatively the Spa team can be contacted direct on 01962 709955.
Please note that the hotel treats accommodation and Spa bookings separately. If you cancel your accommodation you must cancel your Spa treatment separately direct with the Spa to avoid being charged.
I am a hotel resident ? can I put Spa treatments and retail purchases on my bill ?
Yes ? absolutely, where you have a pre-authorized credit card at the Hotel reception on check in.
I`m not sure which treatment would be best for me ?
Our Spa team are all professionally trained to assist you in making the best decision on our range of treatments and holistic therapies. Please call us to discuss your individual needs. Equally if you are planning to have multiple treatments we can advise the best order in which to enjoy these so you get the most out of your visit.
I would like to book a spa treatment for someone else but am not sure which one to choose ?
We offer a completely flexible range of Gift Vouchers, presented in ribboned presentation gift boxes, which make an ideal gift for family, friends, colleagues and loved ones, and can be purchased for any amount from ?10.00 upwards and can be used to purchase any of our treatments and retail products. You can purchase our gift vouchers over the phone and we will post them out to you by first class post. We can also post them by recorded delivery (additional charges apply).
I have a gift voucher ? how should I use this ?
Simply call our spa team and we will assist you in making a booking. Please note that we are unable to accept lost, damaged or defaced vouchers under any circumstances.
Do I need to have a treatment to purchase retail items from you ?
No ? absolutely not. Our Spa team would be delighted to assist you at your convenience.
Are children allowed in The Spa ?
The Spa is an adult only environment.
Can I book a course of treatments ?
Treatments available to purchase as a course of six for the price of five are indicated on each of our treatment menus.
When purchasing a course of treatments from The Spa all pre-paid visits within that course are non-refundable and non-transferable for any reason.
A course of treatments may not be shared ie all visits within that course must be used by the same customer.
Should you make an appointment and fail to cancel within the relevant cancellation period (in line with Spa terms and conditions) that proportion of the course of pre-purchased treatments ie that pre-paid visit will be forfeit.
The full course of visits purchased is valid for up to 12 months following the date of purchase. After that period all remaining unused pre-paid visits will be forfeit.