Terms & Conditions

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Contact Details: Call us, email us or come visit us. Our Spa team are on hand between 9:30am and 8pm daily to answer your queries and help with your booking.

Telephone: 015394 39303 Email: reception.spalwb@englishlakes.co.uk

Payment: Please book your day well in advance to avoid disappointment. Full payment is required at the time of booking by Credit/Debit card or a valid gift voucher number. We will only hold a Group Booking (4 persons or more) for 48 hours. Additional treatments and any other goods or services must be paid for prior to departure. All bookings are subject to availability and our ‘Cancellation Policy’. All prices include VAT and are per person.

Prices & Packages: Prices and packages are subject to change without notice.

The Spa treatments do not include access to our indoor and outdoor Thermal Spaces. To access these, you must book a Spa Experience.

Spa Gift Vouchers: Please ensure that you bring your redeemable gift voucher with you to present on arrival. If full or part payment for your visit is by gift voucher, this will become void if you fail to arrive. All other cancellation charges are shown under our ‘cancellation policy’. However, we will be pleased to hold the balance of the value of the voucher for future use. Please note that all Spa Gift Vouchers have a 12 month expiry from the date of issue. Any extensions must be requested no less than 14 days prior to the expiry date and in such cases an administrative fee of £10 will apply. A further 3 months validity will be applied. Gift Vouchers cannot be refunded or exchanged for cash under any circumstances. Spa Gift Vouchers may only be redeemed against Spa Days, treatments or products.

About your health: Kindly advise us of any health conditions, allergies, medication or injuries that may affect your choice of Spa Treatments when making your reservation. Our team will be happy to discuss any special requirements you may have and advise on which treatment will be most suitable for you.

Pregnancy: We have specially designed Spa Treatments for expectant and nursing mothers. Please allow our Spa Team to guide you in selecting which treatments are most suitable for you during this special time. We do not recommend you use the Thermal Cabins or Hot Tubs during your pregnancy. If you are in any doubt about having a treatment during your pregnancy, please ensure you check with your GP prior to making your reservation.

Age Requirements: The minimum age requirement for Spa treatments or use of the indoor and outdoor Spa facilities is 16 years.

Group bookings: The Spa is a place of relaxation and enjoyment for all and we know that some of the most memorable Spa experiences are with a group of friends. To provide the best possible experience for all, we limit all group bookings to a maximum of 12 persons at any time.

Our Therapists: We do not differentiate between our male & female therapists, as all our therapists are experienced, qualified professionals who are trained to ensure your privacy & comfort at all times. Should you have a preference, please request this when making your booking as we cannot guarantee this can be altered on the day and in such instances a refund will not be honored.

Help us help you get the best from your spa experience

Arrival Times: We would advise that you arrive 15 mins prior to your first Spa Treatment to allow sufficient time to check-in, change into your robe, complete our therapist consultation and allow our Spa Host to familiarise you with The Spa. As a courtesy to all our guests we do operate a prompt appointment schedule. A late arrival may mean that your treatment time is reduced or that we are unable to honor your booking. Please note that in such cases, no refunds will be made.

What to Bring and Wear: For your comfort, towels and robes are provided for use during your day. Whilst our indoor spa areas are suitable to go barefoot, you will be required to wear footwear in all other public areas for safety reasons. We do not provide single use flip flops or slippers within the spa. We recommend that you bring your own flip flops/sliders, alternatively we do have re-useable flip flops for purchase at the Spa reception. Hotel guests are welcome to arrive in their bedroom robe. Robes and towels remain the property of The Spa and are fitted with discreet security tags. Robes can be purchased at the end of your visit if you wish if you wish to take these home. Please bring appropriate swimwear if you intend using the indoor or outdoor thermal experiences and swimming pools.

Electronic Devices: We want you and fellow guests to embrace your surroundings, relax and enjoy some down-time. For your convenience Wi Fi and charging points are available in the Spa, but we ask that you mute your electronic devices and refrain from taking calls. Filming and photography is not permitted in and around the swimming pools or changing areas. The use of electronic smoking devices is not permitted within any of the inside or outside spa areas.

Valuables/Lockers: Lockers are available for your personal use during your visit. No responsibility can be accepted by the Company for the safety of money, valuables or personal belongings brought to the Spa, whether placed in a locker or not. If you do bring valuable items, it is essential that they are covered by your own insurance. The Company will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, to our guests, their property and belongings, unless it is solely due to negligence of the Company or its employees.

Drinks advice: Hot and cold beverages including alcohol may be purchased and consumed in and around the Spa. We request that you show full consideration towards the associated health and safety risks, as well as your fellow guests and our staff at all times, and refrain from excessive, noisy or disruptive behaviour.

Dietary Requirements: We are more than happy to plan and cater for dietary requirements as long as you take time to notify us at the time of booking.

Hotel Guests: Guests of the hotel get complimentary access to the indoor Spa Facility’s within the allocated times below. Please come changed and ready to use the facility in a robe, footwear and swimwear. Adults and Children 7.30am – 10am (last entry 9.30am) Adults only: 5.30pm – 8pm (last entry 7.30pm)

We would recommend booking as early as possible before your visit to ensure there is availability for your chosen spa day or treatment.

Best Laid Plans Can Change Cancellation Policy: We appreciate that not everything goes to plan all of the time, and wherever possible we will do our utmost to accommodate your circumstances. However to avoid disappointment, please be aware of the following terms, which apply to all bookings.

Non arrival without notice: Full payment

Cancellation within 7 days of arrival date: Full payment

Cancellation between 7 and 30 days of arrival date: 50%

Cancellation with more than 30 days before arrival date: 25%

Alterations to bookings: £10 administration fee

Alternatively you can purchase our ‘Flexi Cover’ which allows you to move your booking with only 24 hour’s notice.

For Health and Safety reasons we may decide to restrict the use of our outdoor facilities due to adverse weather conditions. These along with any mechanical or electrical breakdowns on the premises are usually beyond our control, although we will try to reconvene services as soon as possible. No refunds will be given in any such instance unless any such breakdown is due to the negligence of the Spa or its employees.