The Spa FAQ's
Please find below the answers to our most commonly asked questions. If you do have a question that is not answered below then please contact us on email@example.com and we will be happy to help.
Please find Covid-19 FAQ's here.
What time shall I arrive?
Please arrive 15 minutes before your package time. On arrival you will be greeted at reception and we will also ask you to complete your medical consultation form. Then we will give you a full orientation of the Spa and explain each of the areas and show you to the changing areas and locker facilities. We will then leave you to change and begin your relaxation.
Who do I need to contact if I want to change my treatment time or book a treatment?
If you wish to discuss or adjust the times of your treatments, or any other matters regarding your day please contact us on 01452 733299.
I currently have gels on my nails, do I need to remove them prior to my manicure?
There is no need to remove them yourself, if you have booked a Manicure / Pedicure and you have Gel / Shellac overlay on your nails you will need to book a gel removal with your appointment.
What do I need to bring?
Please bring with you a swimming costume for the Spa area and your gym kit if you would like to use the gym equipment.
Are robes and flip flops provided?
We will provide you with robes, towels and flip flops. Shampoo, conditioner and body wash are also available in the showers and hairdryers are available within the changing areas.
What do I need to wear for my treatment?
If you're having treatments during your spa day, for your own comfort and enjoyment, please wear your robe with dry swimwear or underwear underneath. If you would prefer to wear disposable underwear, please ask your therapist prior to the start of your treatment.
How can I contact you?
You can contact us via email on firstname.lastname@example.org or phone us on 01452 733299.
What are your opening hours?
Monday – Friday: 7:00am - 9:00pm
Saturday and Sunday: 8:00am – 8:00pm
Bank Holidays: 8:00am - 8:00pm
Are children able to use the pool?
Children aged over four years are able to use the pool between 9:00am - 10:30am and 4:30pm - 6:00pm.
Do you have a café?
Yes, our Spa Café will be open during your visit. A full menu is available on the day. Please let us know if you have any dietary requirements prior to arrival. Robes are permitted in the café area.
Where will my dinner be served if I am booked on a Supper Spa?
If you are booked on a Twilight Supper Spa your Supper will be served in the Hotel restaurant. Please ensure you are dressed for this.
I have a medical condition; do I need to let you know?
It is a client's responsibility to raise medical conditions with us at the time of booking or present a doctor’s letter to confirm the client’s fitness for treatment. Failure to do this could result in the refusal of treatment/s with loss of 100% of the payment.
I am pregnant – can I use all of the facilities?
If you are pregnant it is not advisable to use the thermal suite or the vitality pool. We ask that you make us aware of your pregnancy upon time of booking so we can ensure your treatments are most suitable for you.
Do you provide treatment for those with cancer?
We have had amazing training from the Made For Life Foundation gaining a fully accredited Cancer Touch Therapy training course. This allows us to have a deeper understanding of what cancer is, the staging and grading of cancer, and how the treatments for cancer can require us to adapt spa treatments. We pride ourselves in always being able to offer a treatment, if you have or have had cancer please call or email us to discuss your options.
When do I need to pay?
Day Spa bookings require payment in full at time of booking and individual treatments will require a credit or a debit card number to be taken at time of booking.
How much notice do I need to give is I need to cancel?
At least 24 hours’ notice is required for cancelling Spa Treatments, for Spa Days we require at least 72 hours’ notice. If we are unable to re sell your booking space a charge will be made to the original card used to book.
I have a voucher can I use this to pay?
Yes, of course. If you're paying with vouchers please ensure you bring these in with you on the day as this will be your form of payment.