Spa Hotel Terms & Conditions

Page last updated: May 2018




These Spa Hotel Booking Terms and Conditions (the Terms) should be read in conjunction with Our General Terms and Conditions, made available via and details the specific terms on which you may make bookings to stay at and/or use the Spa Hotel and its facilities (Hotel). PLEASE HAVE SPECIAL REGARD TO THE GENERAL TERMS.

Defined terms shall take the meaning given to them in the General Terms unless otherwise defined in these Terms:

Acknowledgement means the written confirmation of acceptance of your booking provided by Us to you in writing.

Contract means the contract between Us and you comprised of these Terms, the Website, the Literature you have sought to rely upon at the time of making your booking and the Acknowledgement.

Deposit means the non-refundable sum paid by you at the time of booking as referred to under the ‘Prices and Payment’ section below.

The Contract

No Contract governing your use of the Hotel exists until We are in receipt of the Deposit and We have issued the Acknowledgement. Every member of your party must comply with these Terms and all appropriate laws and bye-laws and you shall be responsible for any breaches of the Contract or such laws by any members of the party, whether they are staying in any part of the Village or are day guests.

We welcome guests aged 18 years and over only to use the Hotel. We reserve the right to cancel your booking or instruct you or your party to leave the Hotel and/or the Village immediately, without compensation or refund, should you or any member of your party not comply with these Terms.

Prices and Payment

All Prices are inclusive of VAT which will be charged at the applicable rate. A Deposit of £50 per person is required to secure your booking. All advance purchase bookings are non-transferable and non-refundable, payment in full is required at time of booking. Deposits can only be made by credit, debit cards, or by redeeming Our vouchers.

Anything bought during your stay, must be paid for prior to your departure. For Christmas and New Year breaks, balance to be paid in full 4 weeks before arrival. Spa Treatments - Full payment will be taken on booking for all reservations and appointments. For large group bookings reservations will be held provisionally for 48 hours, to allow you to co-ordinate payment. Some services and treatments can be charged back to your room. It is your responsibility to sign for any charge back facility, otherwise we shall use Our discretion to redeem monies owed after your departure.

Group Bookings

Please note that for group bookings, a maximum of 8 people at any one time can use the Hotel. Group reservations can be held for 48 hours only.

Arrival and Departure

Your room and entrance into the Hydro Spa (packages only) are available from 2pm on the day of arrival. Your room and Hydro Spa must be vacated by 11am on the day of departure and We reserve the right to charge you an additional fee of £25 for every hour (or part of an hour) for which you are late in vacating your room as compensation for not being able to ready this for the next guests due to arrive. For the avoidance of doubt you shall be deemed to be an hour late if You are 1 minute late. You are however welcome to pre book any treatments or meal reservations prior to your check in time and following your check out time until 4pm. Anything bought during your stay, must be paid for prior to your departure.

Amending your Booking

Please contact Us immediately quoting your booking reference number if you wish to amend your booking. We will use reasonable endeavours to make the necessary amendments to your booking and if We are able to do so We will forward you a revised Acknowledgment.

We reserve the right to charge a standard £25 administration fee per booking change. Where We are unable to amend your booking and you wish to cancel it, the Deposit is not refundable. Not available on advance purchases. Where We are unable to amend your booking and you wish to cancel your reservation please refer to the “Cancellations” section below.

Our Right to Decline

We reserve the right to ask for information about any member of your party including age, name, email, tel. no. and address details. You warrant that you have obtained the express consent of the member of your party whose personal data or sensitive personal data you disclose to Us in accordance with this section and that you shall at all times comply with the provisions of the Data Protection Act 2018 (“the DPA”).  If you or a member of your party has had an infectious or contagious medical condition within 4 weeks of your stay, or during your stay you may also be asked to refrain from partaking in certain activities or you may be asked to leave the Village, should we see fit to protect the health of other guests and staff. We reserve the right to refuse admission, or to deny the continued occupation of any type of accommodation or use of the Hotel, for whatever reason, at Our sole discretion, provided We are acting reasonably, and without prejudice to Our rights to retain sums that have been paid.

(i)            Cancellation of your Booking

Where you have booked to stay at the Hotel, the Deposit is a booking fee, which will be forfeited if a booking is cancelled.  Under no circumstances will the Deposit be refunded or transferred in the event of the booking being cancelled 48 hours or less prior to arrival. Other than in circumstances in which We are entitled to treat your booking as cancelled, all cancellations must be notified to Us in writing immediately.

The Prices do not include cancellation insurance cover. We advise you to take out your own personal cancellation insurance.

Should you cancel your booking more than 48 hours before you arrive you will be refunded (minus the Deposit) unless You originally purchased an ‘advance purchase break’. No refund or amendment of any sort applies to an advance purchase break. 

(ii)           Cancellation of Spa Treatments Only

This applies where you have booked a spa treatment only and you have not as part of Your booking booked to stay at the Village. If you are a consumer you have certain rights to cancel a booking for any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the Regulations) within 14 days of the Acknowledgement without giving any reason. 

By placing a booking for treatments to occur within the cancellation period you acknowledge that you may not cancel the Contract once you have received the treatments. To exercise the right to cancel, you must notify Us in writing of your decision to cancel.  To meet the cancellations deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you cancel, We will reimburse to you all payments received from you and will make the reimbursement without undue delay, and not later than 14 days after the day on which We are informed about your decision to cancel this Contract. We will make the reimbursement using the same means of payment as you used to make the booking, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. 

Special Requirements and Disabilities

We welcome guests with limited mobility, a disability and medical or particular care requirements. We aim to ensure that Our services are as accessible as reasonably possible so it is important that you make Us fully aware of any special needs, requirements and conditions. Before confirming your booking we will discuss with you availability, suitability and potential reasonable adjustments, including any requirement for a guest to be accompanied by someone who is able to provide any particular needs they may have over and above any reasonable adjustments We are able to make. A risk assessment may also be required prior to confirming a booking or allowing participation in certain leisure activities. We rely on the information you provide to help Us anticipate and satisfy your needs. You must therefore update us with any change in circumstances prior to and during your stay. Standard wheelchair access only is available in Our accommodation.

Damage to Our Property and Compensation

You must use Our accommodation and facilities with care. On departure you must leave your accommodation in a reasonably clean and tidy condition as you found it. We reserve the right to invoice you (or recover the cost from the payment details which you provided upon payment of the Price to Us) for the cost of remedying this breach should you not comply. You will be liable for loss of or damage to any property belonging to Us caused by you or members of your party or guests and We reserve the right to invoice you for the cost of making good any such damage or the replacement of any property.

Spa Etiquette

We provide lockers, towels and flip flops free of charge for guests enjoying our Aqua Thermal Journey. Shampoo, conditioner and shower gel are also provided for these guests, which can all be found in the changing rooms. Guests staying overnight in the Hotel will also find a complimentary robe in their wardrobes. Please ensure you return your robe to your room before departing, to avoid additional charges.

Swimwear is to be worn in the Aqua Thermal Journey and dry swimwear or suitable underwear is to be worn during all treatments and under robes within all dining areas within the Hotel. Those aged 18 years or above may enjoy treatments and the Aqua Thermal Journey.

We ask you to consider and respect fellow guests and help maintain the peace and tranquillity of the Hotel. Alcohol is not permitted in any area of the Aqua Thermal Journey inclusive of the Hot Tub. Mobile phones are not permitted within the Spa itself. The Bar within the Zen Garden is subject to closure during inclement weather. After you have enjoyed dining in the Orangery, payment in full is required. Please ensure you have your preferred payment method with you.


We do not advise using the Aqua Thermal Journey during pregnancy. If you decide to use the Aqua Thermal Journey against our advice, We will not be liable for any damage suffered to the extent permitted by law.


Never hesitate to ask for a therapist’s advice on which treatments are best for you. We are here to help and ensure you make the most of your time with Us. Please arrive 15 minutes before your treatment, giving you time to complete a simple health questionnaire and to relax before you meet with your therapist. Unfortunately, if you are late for your appointment, this may result in your actual treatment time being curtailed. After your treatment, you are more than welcome to use one of Our relaxation rooms, to sit or lay back and relax in either Our ‘dark tranquil’ or ‘light countryside view’ rooms.

For your own comfort and enjoyment We really recommend You only have a light snack or lunch before having a treatment, rather than a hearty meal.


Whilst We endeavour to ensure that all aspects of the Spa and Aqua Thermal Journey are in full working order at all times, inevitably on some occasions some facilities may not be available. In these circumstances We will not be held responsible for providing discounts to compensate for out of service facilities. As part of your Spa break you may dine in the Brasserie within the Hotel or the Restaurant – subject to availability. Transport to the Restaurant takes a couple of minutes and is provided by our courtesy vehicle. Groups of six or more will be asked to dine in the Restaurant.

Homecare products, Gift Vouchers & Robes

Homecare products and gift vouchers can be purchased 365 days a year by calling into the Hotel’s reception and retail area, open 7 days a week from 10am until 8pm subject to availability. Alternatively, gift vouchers can also be purchased via telephone or online via the website subject to availability. Products are available from each of our carefully chosen product houses including Elemis, NEOM, OPI, Fake Bake and Jane Iredale. All of Our treatments and packages can be booked subject to your medical status and subject to availability.