There are several operational and policy-based reasons why a voucher code might not be working during your booking process. 

1. Timing of Purchase
Gift cards and vouchers cannot be redeemed on the same day they are purchased.

2. Incorrect Entry Details
To redeem a voucher online, you must enter both the voucher reference number and the purchaser’s surname. If the voucher was a gift, ensure you are using the surname of the person who bought it, rather than your own.

3. Expiry and Validity
 All gift cards have a validity of 12 months from the date of purchase. The company is unable to extend the expiry date once it has passed.

4. Usage Exclusions
 Vouchers cannot be used for meetings, events, functions, weddings, or to purchase further gift cards.
Membership Fees: They cannot be used to pay for Wellness Club membership payments.
Promotional Conflicts: Promotional codes or discounts cannot be used in conjunction with any other promotional code, offer, or discount.

5. Black Friday or Limited-Edition Specifics
Limited-edition vouchers (such as "Winter Sun" or "The Perfect Blackout") have specific dates for the featured experience (often ending on 31 March).
If the specific experience window has passed, the voucher usually reverts to its original monetary value for use toward other experiences for the remainder of its 12-month validity.
During the promotional period, some vouchers are only valid at a "chosen property" selected at the time of purchase.

6. Discontinued Experiences
If you have a voucher for a spa experience that has been discontinued, the system may not recognise the code for that specific package. In this case, the monetary value will still be honoured, but you must contact the Reservations Team at 01283 576522 to complete your booking.

7. Age Restrictions
The system may block a booking if it does not meet the minimum age requirement, as guests must be at least 16 years old to use the spa facilities.
If none of these scenarios applies, it is recommended that you contact the Reservations Team directly to troubleshoot the specific code

As pricing and availability can change, the best way to view the live, current rates and secure your preferred package is to speak directly with our Team. You can reach them on 01283 576522. Our opening times are Monday - Friday: 8 am - 6 pm and Saturday - Sunday: 9 am - 5 pm