Non-Arrivals and Charges
• All non-arrivals for reservations are charged in full.
• If a Gift Voucher was used to make the reservation and you do not arrive, the value of that voucher is forfeited.
• Standard bookings made without the flexible booking option are non-refundable at any time.

Lateness and Flexible Booking
• If you realise you will be late or cannot attend within 48 hours of your visit, you still have the option to change the date or transfer the price to a Gift Voucher (if you have Flex).

Treatments and Afternoon Tea
• Treatments are scheduled in specific time slots (e.g., 10:00 am – 11:00 am). Arriving late for a treatment may result in a reduced treatment time, as therapists must stay on schedule for subsequent guests.
• Afternoon Tea bookings are strictly non-refundable. If you are running late, you should contact the Reservations Team at 01283 576522 as soon as possible to see if your table can be held

Check-In Times to Note
To avoid being considered late, be aware of the standard check-in times for your specific package:
• Day Spa Experiences: Check-in typically begins at 09:00 am.
• Twilight Spa Experiences: Check-in is from 7:00 pm.
• Twilight Indulgence: Check-in begins at 4:30 pm.
• Overnight Stays: Standard check-in for rooms is 4:00 pm, though Suites at Hoar Cross Hall allow check-in from 3:00 pm.