Full Terms and Conditions for Hoar Cross Hall
The following are the full terms and conditions for guests at Hoar Cross Hall, covering reservations, cancellations, facility use, and etiquette.
Booking and Payment
- Pre-payment: Full pre-payment of the package value is required at the time of reservation to confirm a booking. Payment can be made via debit or credit card, or by using a Gift Voucher.
- Gift Vouchers: If using a voucher, the reference number must be provided at the time of booking, and the physical voucher must be handed to Reception upon arrival.
- Identification: If a booking is made within 72 hours of arrival, guests must 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 Responsibility: The lead booker is responsible for the entire reservation, including settling all charges before, during, and after the visit, and ensuring all guests comply with the venue's etiquette policy.
- Third-Party Bookings: Hoar Cross Hall cannot amend, cancel, or refund reservations made through third-party websites; guests must contact the original booking provider directly.
Age Restrictions
- Spa Facilities: The minimum age to use the spa facilities is 16 years old.
- Treatments: Guests 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.
Cancellation and Amendment Policies
The hall operates two sets of terms based on whether "Flexible Booking" was purchased.
1. Reservations WITH Flexible Booking
- Cancellations: Guests are entitled to a full refund or a date change if the venue is notified 48 hours or more before the scheduled arrival.
- Treatment Coverage: This flexibility only covers treatments that are part of an experience package; individual treatments not in a package are generally non-refundable.
- Date Changes: If changing a date, prices may vary based on availability. Any price increase must be paid, while any decrease will be provided as an in-house voucher for use during the visit.
- Non-refundable Costs: The cost of the Flexible Booking option itself 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 reservation cannot be amended, and the number of guests cannot be decreased.
- Non-arrivals: All non-arrivals will be charged in full, and any gift vouchers used for the booking will be forfeited.
Special Booking Terms
- Afternoon Tea: Afternoon Tea experiences are entirely non-refundable.
- Salon (The Parlour): No-shows for salon appointments incur a 100% charge, and cancellations made within 24 hours incur a 50% charge. A £30 deposit is required for all hair colour appointments; this is lost if the appointment is cancelled or rearranged with less than 48 hours' notice.
- Group Bookings: Alternative terms apply for large groups; these must be discussed with the dedicated Groups Reservations Team.
- Exceptional Circumstances: If the venue is forced to cancel a reservation or cannot operate as normal due to government advice, a full refund will be provided regardless of the date.
Gift Cards and E-Vouchers
- Validity: All gift cards are valid for 12 months from the date of purchase. Expiry dates cannot be extended.
- Redemption: Gift cards cannot be redeemed on the day of purchase. They can be used at either Hoar Cross Hall or Eden Hall.
- Refunds: Online vouchers 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, nor can they be exchanged for cash.
Guest Etiquette and Venue Policies
- Spa Environment: Guests are asked to maintain a peaceful atmosphere. In rooms with "quiet signs," noise must be kept to an absolute minimum.
- Facilities: Smoking is prohibited in all indoor areas but allowed in designated outdoor shelters.
- Alcohol: Guests are not permitted to bring their own alcohol; all beverages must be purchased on-site.
- Attire: Guests must not wear fancy dress or inappropriate accessories within the spa. For safety and hygiene, flip-flops are required to walk around the spa.
- Lounger Policy: Guests may not reserve loungers while away using other facilities. Storage is provided for robes and belongings to keep beds free.
- Outdoor Facilities: Outdoor areas (such as the Spa Terrace) are subject to weather conditions and may be closed for safety or maintenance.
- Dietary Requirements: Guests must notify the venue of serious dietary restrictions in advance by calling 01283 576522; the venue cannot assume responsibility for inconveniences if requirements are not disclosed