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 payment via bank transfer or cash for our spa packages, gift vouchers and beverages/snacks purchased whilst with us. We kindly ask guests to send a text message to 07525 844041 once an online payment has been made to allow us to cross-reference a monetary receipt with the correct booking and confirm a safe receipt. Please note we do NOT have card payment facilities.
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 07525 844041, and your payment will be matched to your booking. You will receive a text message reply confirming your payment has been received.
- Sort code: 05-00-05
- Account Number: 08396926
- Account Name: PF Webb 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 Day Spa package is from 10 am until 4 pm, and our Twilight Spa package is from 6 pm until 9 pm. We ask guests to arrive 15 minutes in advance of these times to complete a client record form. Guests wishing to call in to purchase gift vouchers are kindly asked to contact us in advance to arrange this.
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 is our outdoor hot tub.
How big is your hot tub?
We have a six-seater outdoor hot tub. Please be aware that during Spa sessions, a hot water fill pipe may need to be used, which will take the hot tub 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 tub during routine chemical checks. Please do not feel offended if we ask you to vacate the hot tub for these purposes. Likewise, we kindly ask that guests be considerate towards each other and not spend prolonged periods in the hot tub, preventing others from enjoying the facility. We do not display a maximum length of time each guest is permitted to use the hot tub 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 two 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?
No, we only provide physical vouchers, which need to be presented by the guest upon arrival.
How long are gift vouchers valid?
Gift vouchers are valid for 12 months from the date shown on them. To avoid disappointment of unavailable dates, we recommend recipients contact us sooner rather than later to make a booking. Recipients can pay the difference and upgrade a Twilight Spa voucher to cover a Day Spa package.
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/families choosing to relax and celebrate with us. To ensure exclusive use of our facilities for either a Day Spa or Twilight Spa, a booking of 20 guests is required. For groups of 3 or more guests, we kindly request one guest be appointed as the group’s “organiser” and to be our single point of contact.
If I were a group “organise,” 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. We kindly ask that the organiser inform their group that we have no card payment facilities; therefore, any balancing payments and purchases made with us must be made via bank transfer or cash.
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 and does not arrive or cancels their place?
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, you will also need to provide us with the group’s lunch choices seven days prior to arrival. We kindly ask that the organiser informs their group that we have no card payment facilities; therefore, any balancing payments and purchases made with us must be made via bank transfer or cash.
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 in particular that all deposits are non-refundable or transferable. 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.
What is the Lodge @ Truffle Lodge?
The Lodge @ Truffle Lodge provides a separate indoor area with comfy sofas plus an outdoor covered seating area for use in summer where guests can enjoy their gathering. The cost to hire this facility is £100 in addition to our Day Spa or Twilight Spa package. No minimum number of guests is required to book, and the facility has an upper capacity of 10 guests.
Day Spa Package
How Do I book a Day Spa visit?
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 07525 844041.
Is a deposit required?
We request a £55 per person non-transferable or refundable deposit payment to secure a booking. We advise guests booking on behalf of someone else or as a group to ensure the date is suitable for all guests prior to making payment.
If booking a Spa Day package for someone else, we suggest purchasing a gift voucher to allow the recipient to contact us and book a date of their convenience. Gift vouchers are valid for 12 months from the date of purchase.
Can you hold a booking for me without payment or a deposit?
Unfortunately, this is not possible. The list of available dates we provide when an enquiry is received is only applicable at that time as our diary changes constantly. A deposit payment or quoting gift voucher number(s) are the only ways such a booking can be secured.
Do I still need to pay for a deposit if I have gift voucher(s)?
No deposit is required, as we will make a 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 read our Cancellation Policy section.
What time should I arrive?
Guests are invited to arrive at 9.45 am to allow time to complete a client record form and select the treatment of their choice. Our Day Spa package includes a 60-minute treatment OR two 30-minute treatments.
Is Lunch Included?
We offer a two-course light lunch with a glass of fizz or orange juice. Lunch choices are required seven days prior to your arrival. Our Spa Day lunch menu is on our website and Facebook page.
Can I change my lunch choice on arrival?
Unfortunately not as the necessary preparations will have taken place.
I have a special dietary requirement or allergies. What should I do?
We must be informed of any allergies prior to arrival. Our light lunch menu includes a vegetarian dish. We are happy to tweak our menu by not including onion, mushroom or ham in the set menu choices if we are informed in advance. For gluten-free guests, we can offer a fruit platter as a replacement dessert; again, we must be aware prior to arrival. Unfortunately, we are not a large enough establishment to vastly modify our set menu options. Don’t hesitate to get in touch with us to discuss any particular dietary issue, and we will always do our best to accommodate you if we can.
What time does Spa Day end?
We are in a beautiful village and mindful of respecting our neighbours’ peace; therefore, we strictly abide by a policy of closing our doors at 4 pm. We ask guests to leave the premises quietly and observe the tranquillity of the village. For guests arriving via taxi, please ensure you have an advanced return journey booked for 4 pm collection. From experience, booking a taxi for pick up at short notice is impossible!
What do I need to bring with me for a Day Spa visit?
Please bring your swimwear and an additional towel. We are conscious of our eco-credentials and provide Day Spa guests with one towel and one gown for their visit. We recommend bringing an additional towel for your comfort. You can also bring your indoor footwear/flip-flops. We have flip-flops available for guests’ use, which are sanitised and recycled. In the summer months, sunglasses and sun cream may be appropriate.
What size gowns do you provide?
If you are worried about whether our gowns will fit you, please feel free to bring your gown or cover-up. Many guests choose to do this to feel comfortable. Whilst our gowns are labelled “Medium/Large” and “XL”, we are all different shapes and sizes. Please do not feel self-conscious about wearing your own attire over your swimwear. Whether tall, short, big or small, your comfort and enjoyment of the day is paramount.
Twilight Spa Package
How do I book a Twilight Spa?
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, Facebook page, or text/telephone 07525 844041. We offer Twilight Spa packages from Monday to Friday and find Friday evening sessions do book quickly.
Is a deposit required?
We request a £30 per person non-transferable or refundable deposit payment to secure a booking. We suggest guests book on behalf of someone else or as a group to ensure the data is suitable for all guests. If booking a Twilight Spa package for someone else, we recommend purchasing a gift voucher to allow the recipient to contact us and book a date of their convenience. Gift vouchers are valid for 12 months from the date of purchase, and the gift voucher number is used to secure a booking in place of any additional deposit.
Can you hold a booking for me without payment or a deposit?
Unfortunately, this is not possible. Our Spa availability changes constantly as guests contact us with their booking requirements. The lists of available dates we provide when an enquiry is received are only an accurate snapshot of our diary at that moment. A deposit payment or quoting gift voucher number(s) are the only ways such a booking can be secured.
What time should we arrive?
Guests are invited to arrive at 5.45 pm to allow time to complete a client record form and select the treatment of their choice. Our Twilight Spa package includes a 30-minute treatment.
What time does the Twilight Spa end?
We are in a beautiful village and mindful of respecting our neighbours’ peace; therefore, we strictly abide by a policy of closing our doors at 9 pm. We ask guests to leave the premises quietly and observe the tranquillity of the village. For guests arriving via taxi, please ensure you have an advanced return journey booked for 9 pm collection. From experience, booking a taxi for pick up at short notice is impossible!
What do I need to bring with me for a Twilight Spa visit?
Please bring your swimwear and towel. We provide one gown per guest, and flip-flops, which are sanitised and recycled, are available for guests’ use. Alternatively, you are welcome to wear your indoor footwear.
What size gowns do you provide?
If you are worried about whether our gowns will fit you, please feel free to bring your gown or cover-up. Many guests choose to do this to feel comfortable. Whilst our gowns are labelled “Medium/Large” and “XL”, we are all different shapes and sizes. Please do not feel self-conscious about wearing your attire over your swimwear. Whether tall, short, big or small, your comfort and enjoyment of the day is paramount.
