Full Terms and Conditions for Eden Hall
The following are the comprehensive terms and conditions for guests at Eden Hall, covering everything from booking requirements to spa etiquette.
Booking and Payment Terms
- Pre-payment: Full pre-payment of the package value is required at the time of reservation to confirm your booking.
- Gift Vouchers: If using a voucher for payment, you must provide the reference number during booking and hand the physical voucher to the Reception Team upon arrival.
- Identification: For any booking made within 72 hours of arrival, you are required to provide photo identification that matches the card used for the booking.
- Pricing: All prices include VAT at the current rate and will not be adjusted if that rate changes.
- Lead Booker: The person making the reservation is responsible for all charges (before, during, and after the visit) and for ensuring all guests in the group comply with the venue's etiquette policy.
Age Restrictions
- Spa Facilities: The minimum age for guests using the spa facilities is 16 years old.
- Treatments: You must be 18 years or older to receive a treatment, with the exception of manicures and pedicures in The Parlour, which are available to those aged 16 and older. Guests may be asked for ID and will be turned away if they are below these ages.
Cancellation and Amendment Policies
Eden Hall's flexibility depends on whether you purchased the "Flexible Booking" option at the time of reservation.
1. Reservations WITH Flexible Booking
- Cancellations: You are entitled to a full refund or a date change if you notify the venue 48 hours or more before your arrival.
- Late Changes: Within 48 hours of your visit, you may change the date or have the price of the visit transferred to a gift voucher.
- Coverage: This option only covers treatments that are part of a package; individual treatments not in a package remain non-refundable.
- Costs: If changing a date, any price increase for the new date must be paid; any decrease will be issued as an in-house voucher for use during your visit. The original Flex Booking fee is non-refundable.
2. Reservations WITHOUT Flexible Booking (Standard Terms)
- Non-refundable: All bookings made without the flexible option are non-refundable at any time.
- No Amendments: The date of the reservation cannot be amended, and the number of guests cannot be decreased.
- Non-arrivals: All non-arrivals are charged in full, and any gift vouchers used will be forfeited.
Gift Card and E-Voucher Terms
- Validity: All gift cards are valid for 12 months from the date of purchase and cannot be extended.
- Redemption: Vouchers cannot be redeemed on the day of purchase. They can be used at either Eden Hall or Hoar Cross Hall.
- Refunds: Online voucher purchases can be refunded within 14 days of purchase, excluding any postage and packing costs.
- Exclusions: Vouchers cannot be used for meetings, weddings, events, or membership payments, and they cannot be exchanged for cash.
Guest Etiquette and Spa Policies
- Environment: Eden Hall is designed for peace and tranquillity. In rooms with "quiet signs," noise must be kept to an absolute minimum.
- Loungers: Guests are not permitted to reserve loungers while using other facilities. Storage areas are provided for robes, towels, and belongings.
- Smoking: Smoking (including e-cigarettes) is prohibited in all areas of the building. Designated sheltered outdoor areas are provided.
- Alcohol: You are not permitted to bring your own alcohol. All drinks must be purchased directly from The Vinery.
- Attire: Fancy dress and decorations are not permitted. Flip-flops are required for walking around the spa.
- Outdoor Facilities: Use of the Spa Garden and outdoor features is subject to weather conditions and may be closed for guest safety.
Dining and Health Notifications
- Dietary Requirements: You must notify the Reservations Team of serious or specific dietary restrictions in advance by calling 01283 576522. The venue cannot assume responsibility for inconveniences if the requirements were not disclosed.
- Afternoon Tea: All Afternoon Tea experiences are entirely non-refundable.
- Halal: Chicken served at Eden Hall is Halal unless otherwise stated.
- Cancer Policy: Specific protocols are in place for guests with a history of cancer to ensure they receive safe and appropriate treatments