GENERAL TERMS AND CONDITIONS
The general terms and conditions for guests at Barons Eden properties (Hoar Cross Hall and Eden Hall) cover booking requirements, age restrictions, cancellation policies, and on-site etiquette.
Booking and Payment
- Full Pre-payment: Full payment of the package value is required at the time of reservation to confirm a booking. This can be made via debit/credit card or by using a Gift Voucher.
- Identification: If a booking is made within 72 hours of arrival, guests must provide photo identification that matches the card used for the reservation.
- VAT: All prices include VAT at the current rate and will not be adjusted if the rate changes.
- Lead Booker Responsibility: The lead booker is responsible for the entire reservation (including group bookings), all charges incurred, and ensuring all guests comply with venue etiquette.
- Third-Party Bookings: Barons Eden cannot amend, cancel, or refund reservations made through third-party websites; guests must contact the original booking provider.
Age Restrictions
- Spa Facilities: The minimum age for guests to use spa facilities is 16 years old.
- Treatments: Guests must be 18 years or older for most treatments. The exception is manicures and pedicures in the Parlour, which are available to those aged 16 and older. Guests may be asked for ID and turned away if they do not meet these requirements.
Cancellation and Amendment Policies
The policy depends on whether "Flexible Booking" was purchased at the time of the initial reservation.
1. Reservations WITH Flexible Booking
- 48-Hour Window: Guests can change their date or receive a full refund if they notify the venue 48 hours or more before arrival.
- Late Changes: Within 48 hours of arrival, guests may still change the date or transfer the visit's price to a Gift Voucher.
- Coverage: Flexibility applies only to treatments that are part of an experience package; individual treatments not in a package are non-refundable.
- Price Fluctuations: If a date change results in a higher price, the difference must be paid. If the price is lower, the balance is issued as an in-house voucher for use during the visit.
- Non-refundable: 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 are charged in full, and any used gift vouchers are forfeited.
Gift Cards and E-Vouchers
- 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 Hoar Cross Hall or Eden Hall.
- Exclusions: Vouchers cannot be used for meetings, weddings, events, or membership payments, nor can they be exchanged for cash.
- Online Refunds: Vouchers purchased online can be refunded within 14 days of purchase (minus any postage costs).
Group Etiquette and Conduct
- No Congregating: Groups are asked not to congregate in the same areas of the spa and should avoid using the same facilities all at once to prevent crowding.
- Dress Code: Fancy dress, decorations, or inappropriate accessories are strictly prohibited within the spa.
- Noise Levels: In areas where "quiet signs" are visible, groups must keep noise to an absolute minimum.
- Lounger Policy: Groups are not permitted to reserve loungers while using other facilities; storage areas are provided for personal belongings.
- Alcohol and Smoking: Guests are not allowed to bring their own alcohol; all drinks must be purchased on-site. Smoking and e-cigarettes are prohibited inside all buildings but allowed in designated outdoor shelters
Specific Booking Exclusions
- Afternoon Tea: All Afternoon Tea experiences are entirely non-refundable.
- Salon (The Parlour): At Hoar Cross Hall, no-shows for salon appointments incur a 100% charge, and cancellations within 24 hours incur a 50% charge. A £30 deposit is required for hair color appointments and is lost if the appointment is changed or cancelled with less than 48 hours' notice.
- Exceptional Circumstances: If government advice prevents normal operation, Barons Eden will allow amendments without penalty. If the venue must cancel a reservation, a full refund will be provided.
- Dietary Requirements: Serious dietary restrictions must be disclosed to the Reservations Team in advance. The venue is not responsible for inconveniences if they were not notified