Frequently Asked Questions
Cancellation Policy
I need to cancel a booking. What should I do?
Being a small business, we take a 50% deposit to secure all bookings. Deposits are non-refundable and non-transferable to an alternative date but may be transferred by the purchaser to another person. Should this situation occur, please ensure we are advised of the guest’s name change.
Guests who have used their gift voucher number to secure a booking will lose the value of their voucher should they fail to arrive. Full payment applies to all guests who fail to arrive. We understand unforeseen circumstances and illnesses arise and recommend guests take travel insurance to cover bereavement, medical appointments, medical conditions, illness and adverse weather conditions, transport issues, etc., and that such coverage includes all guests on the reservation.
General Information
Do you provide overnight accommodation?
We no longer offer overnight accommodation. Rooms are available at the Hare & Hounds pub and Fishlake Mill, both of which are in the village. There are also AirBnB properties in and around the village.
Do you have onsite parking?
We have limited parking on the premises and kindly ask guests to car share wherever possible. Trundle Lane is a bus route and has large farm vehicles travelling along it. We try to accommodate guests’ cars on the driveway, which may mean others block in your vehicle.
Should you know in advance that you will need to leave before our doors close at 4 pm on Day Spa sessions or 9 pm on Twilight Spa sessions, please ensure we are made aware at the time of parking. Alternatively, please park on the highway, being mindful of observing neighbouring driveways and the footpath. Whilst our parking area has CCTV coverage, guests park at their own risk, and we cannot accept responsibility for any loss or damage whilst on our premises.
Can I leave my car overnight?
Unfortunately, this is not possible, and guests must remove their cars as they leave.
How do I make a payment?
We accept payments via cash, card and bank transfer. We kindly ask guests to send a text message once an online payment has been made to allow us to cross-reference a monetary receipt of the correct booking.
What are the account details for bank transfer payments?
Please make payment to the following Virgin Money business account and enter your surname and date of booking as the reference. Please note it is likely to say that details cannot be matched, but the details below are correct. Once you have made payment, please text Pam on 07946 343 191, and your payment will be matched to your booking. You will receive a text message reply confirming your payment has been received.
- Sort code: 82-19-74
- Account Number: 90250664
- Account Name: G Oliver Limited
Can I have treatments if I’m pregnant?
Pregnant ladies are welcome to visit us. Massage is the only treatment we do not offer, but all other treatments are suitable during pregnancy.
Can I book a treatment or use facilities without booking a Spa package?
Our treatments and facilities are provided only as part of our Spa Day or Twilight Spa packages.
How far ahead can I make a booking?
Our diary for the following year opens on 1st September annually. We reserve the right to review our prices, and any increase to the current year’s published pricing will be advised at the time of booking.
What are your opening hours?
Our Morning Wellness package is available from 09:30 until 12:30, our Day Spa package is from 10:00 until 16:00, and our Twilight Spa package is from 18:00 until 21:00. We kindly request that guests arrive 15 minutes prior to their booked start time to complete a client record form. Guests wishing to purchase gift vouchers are invited to contact us in advance to arrange a suitable time.
I am making a booking on behalf of a company. Can you provide an invoice/VAT receipt?
Yes, we can provide an invoice or VAT receipt if requested. Invoices must be paid in full seven days before arrival via bank transfer.
Are there any age restrictions?
Due to insurance restrictions, we cannot accommodate guests under 16 years of age.
Is the indoor swimming pool heated?
Our indoor pool and Jacuzzi are heated, as are our outdoor hot tubs.
How big is your hot tubs?
We have two six-seater outdoor hot tubs. Please be aware that during Spa sessions, a hot water fill pipe may need to be used, which will take the hot tubs out of use for a short time. This is essential to replace water lost by guests getting in and out, and to prevent the water level from dropping below the jets.
We may also ask guests to vacate the hot tubs during routine chemical checks. Please do not feel offended if we ask you to vacate the hot tubs for these purposes. Likewise, we kindly ask that guests be considerate towards each other and not spend prolonged periods in the hot tubs, preventing others from enjoying the facility. We do not display a maximum length of time each guest is permitted to use the hot tubs, as we rely on common courtesy and a willingness to share.
Do you have Wi-Fi?
Guests are welcome to join our Wi-Fi; however, we cannot guarantee speed or network coverage.
Can I use my mobile phone?
We wish to create a relaxing and peaceful environment. To ensure all guests have an enjoyable visit, we kindly request that mobile phones are not used for voice calls or watching recordings within earshot of other guests. Please respect the privacy of others when taking photographs.
Can I vape/smoke on site?
We have a designated outdoor smoking area beyond the general seating of other guests, and we ask guests who vape to also use this area.
What is your guest profile?
We have many lovely guests visiting us, male and female, couples, groups and individuals wanting some time to themselves. Guests’ ages range from 16 years to approaching their centenary! As we only take the lead guest’s details, we do not know in advance the profile of guests at our spa sessions.
Do you offer discounts or special offers?
We aim to keep our pricing as reasonable as possible, and therefore, we are unable to offer further discounts. We do not differentiate our prices regardless of whether someone is visiting alone or as part of a group booking.
Can I book exclusive use of the Spa for a special occasion?
Yes, a booking of 20 guests would guarantee exclusive use.
Can I shower before leaving?
We have four shower rooms for guests’ use when changing, in addition to curtained changing cubicles. We ask guests to factor in sufficient time should they wish to shower before leaving us. Guests with pedicures or manicures are asked to dress before their treatment for comfort and to avoid spoiling any polish applied.
Gift Vouchers
How do I purchase a gift voucher?
Please contact us, and we will provide the bank details and post them to the address you requested once payment has been made. A £1 postage fee applies. Please request vouchers in advance to avoid any postage delay, particularly around Christmas and Bank Holiday periods.
Alternatively, you can arrange to call in to purchase/collect a voucher. However, please note we do not have card facilities; therefore, payment is either cash or bank transfer.
Do you provide electronic gift vouchers?
Yes, we do provide electronic gift vouchers. All gift vouchers need to be presented upon arrival.
How long are gift vouchers valid?
Gift vouchers are valid for 6 months from the date shown on them. To avoid disappointment due to unavailable dates, we recommend that recipients contact us promptly to secure a booking. Recipients may pay the difference to upgrade a Twilight Spa voucher to cover a Day Spa package. The Morning Wellness with Twilight Package may also be upgraded accordingly, subject to availability and any applicable price differential.
I lost my voucher or forgot to bring it to the Spa session. What will happen?
We keep a register of all gift vouchers issued and will try to trace a mislaid voucher. To do so, we will need to know the purchaser’s name and month of purchase. Unfortunately, if guests arrive without their gift voucher and we cannot trace it, or our records show it has already been presented or expired, the full price of the Spa session will be payable.
My gift voucher has yet to arrive in post. What should I do?
The Royal Mail can take several days to deliver, and vouchers are sent via 2nd class postage. The speed of delivery is beyond our control. If the gift voucher has not been delivered after a reasonable amount of time, please get in touch with us, and we will void the voucher and re-issue. If you require a gift voucher to arrive by a specific date, for example, a birthday, we suggest purchasing it a minimum of 7 days in advance or calling in to purchase.
Do I still need to pay a deposit if I have a gift voucher(s)?
No. Please advise at the time of booking that you have a gift voucher. We will use your gift voucher(s) as your deposit and take note of your gift voucher number(s) to secure your booking. Please be aware that failure to arrive will result in the total value of the voucher(s) being lost. Please see our Cancellation Policy.
Can someone else use my gift voucher(s) if I cannot attend?
Yes, but please ensure we have the guest’s name(s). Guests must produce the original gift voucher upon arrival. We cannot accept guests under the age of 16 years due to insurance restrictions.
Group Bookings
Can I make a group booking?
Yes. We regularly host groups of friends and families who choose to relax and celebrate with us. To ensure exclusive use of our facilities for a Morning Wellness, Day Spa, or Twilight Spa experience, a booking of 20 guests is required. For groups of 3 or more guests, we kindly request that one guest be appointed as the group’s “organiser” and serve as our single point of contact.
If I were a group “organiser,” what would I need to do?
The organiser is responsible for collecting deposit payments from each guest and paying us in one transaction to secure the booking. For Day Spa bookings, they will also need to provide us with the group’s lunch choices seven days before arrival.
The organiser may find it helpful to share these FAQs with their group, especially the requirement to bring swimwear/towels and details of our cancellation policy. We are happy to help with any queries the organiser may have.
What happens if I am the “organiser” and a guest in my group does not arrive or cancels their place?
It is essential that the “organiser” collects deposits from their party of guests and ensures each guest is aware that full payment will be payable should they cancel, fail to arrive or change their mind. Please share our cancellation policy. As the “organiser”, we will add the balancing payments for anyone who fails to arrive at your bill.
We appreciate how tricky organising a group booking can be, and we prefer to be transparent and upfront regarding payments. From experience, if you inform each of your guests exactly when they agree to pay their deposit, it prevents issues down the line, and as a small business, we appreciate your understanding of this matter.
Do you offer a group discount?
No. We aim to keep our prices as reasonable as possible, and therefore we are unable to offer any further discount.
Can group members pay for their drinks seperately?
Yes, we run a tab throughout the Spa session, and payment is made at the end. We can itemise everything ordered by each individual guest’s name.
Treatment Packages Information
How do I book a package?
We do not operate an automated or online booking system. To check availability and to make a booking, please get in touch with us via our website enquiry section, Facebook page, or text/telephone 07946 343 191.
Is a deposit required?
We request a non-refundable and non-transferable deposit to secure your booking. The exact amount will be confirmed at the time of enquiry. We advise guests booking on behalf of someone else or as a group to ensure the date is suitable for all parties prior to making payment.
If booking a treatment for someone else, we recommend purchasing a gift voucher. This allows the recipient to contact us directly and select a convenient date. Gift vouchers are valid for 6 months from the date of purchase.
Can you hold a booking for me without payment or a deposit?
Unfortunately, this is not possible. Availability is confirmed only at the time of enquiry, and our diary changes constantly. A deposit payment or quoting a valid gift voucher number are the only ways to secure a booking.
Do I still need to pay a deposit if I have a gift voucher?
No deposit is required when using a gift voucher. We will record your voucher number(s) to secure the booking. Please note that failure to attend will result in the full value of the voucher(s) being forfeited. Refer to our Cancellation Policy for further details.
What time should I arrive for my treatment?
Please arrive 15 minutes before your scheduled treatment time. This allows sufficient time to complete any necessary consultation forms and prepare for your session.
I have a special dietary requirement or allergy. What should I do?
Please inform us of any dietary requirements or allergies when making your booking or at least seven days in advance. We will make every reasonable effort to accommodate your needs where possible.
What time does my visit end?
We respectfully ask all guests to conclude their visit and leave the premises by our published closing time to maintain the peace of the local area. Please arrange return transport in advance, as on-demand taxis may not be readily available in this location.
What do I need to bring with me for my treatment?
Please bring swimwear if your treatment involves use of the facilities. Towels and gowns are provided. You may also wish to bring indoor footwear or flip-flops (sanitised options are available on site). In warmer months, sunglasses and sun protection may be useful.
What size gowns do you provide?
Our gowns are available in a range of sizes, typically labelled “Medium/Large” and “XL.” If you have any concerns about fit or prefer greater comfort, please feel free to bring your own cover-up or robe. Your comfort and enjoyment during your visit are our priority.
