Sopwell Hero

Terms and Conditions

These standard terms and conditions apply to all bookings. Ltd Booking Conditions

  1. Our role Ltd provides a booking and purchase service via our website and call centre for spa hotels, spa treatments and facilities (“Spa Experience”). Our website and call centre allow you to book and pay for a Spa Experience which is provided and performed in each and every case by third party suppliers.

    We do not own or provide any of the services, treatments, facilities or arrangements which make up your booking. These are provided by third parties (the "Venue Principals") with whom we arrange to provide the services, treatments, facilities or arrangements which make up your Booking.

    The legal implications of the above is that when you book through us, it will create two legally binding contracts:

    • one contract between you and Ltd under which we have certain responsibilities to you in relation to the booking of your Spa Experience; and
    • a contract between you and the relevant Venue Principal in respect of the provision or supply of your Spa Experience which you book through our website or call centre.

    Please read these booking terms and conditions (the “Booking Conditions”) carefully as they, together with any specific information about your confirmed arrangements, form the basis of your contract with us.

    Please pay particular attention to any terms in BOLD CAPITAL LETTERS, in particular in sections 3, 4.1, b5, 11.2, 13.2 and 13.8.

  2. Definitions

    The following terms have the following meanings and other terms are defined within these Booking Conditions:

    • 'we', 'us' and 'our' refers to Ltd.
    • 'you' or 'your' refers to a potential or actual client of Ltd.
    • “Services” refers to any services at the Venue including spa treatments that you may have booked through us.
    • 'Venue' refers to any one of our spa partners.
    • “Visit” refers to your overnight stay, spa day, treatment or other service at the Venue.
  3. Make a Booking

    Bookings for a Venue and/or Service (“Booking”) can be made with us either online on our website, or over the telephone with our team of spa experts in our dedicated contact centre, based in Brighton.

    When you make a Booking or Group Booking with us you must be at least 18 years of age. The lead name on the Booking will be the person responsible for the Booking. The lead name guarantees that he/she understands and has the authority to accept and does accept on behalf of him/herself and all members of the party the terms of these Booking Conditions. We will only deal with the lead Booking name in all subsequent correspondence and dealings, and this means that the lead name is responsible for making all payments due, ensuring the accuracy of all personal details and other information supplied in respect of him/herself and the party, notifying us of any changes or cancellations and for receiving correspondence and keeping the party informed. If the lead name books with us on behalf of two or more people aged over 18, then each of those persons will be bound by these Booking Conditions as if he or she had entered into these conditions in his or her own name.

    3.1. Make a Booking for arrangements in the UK

    Bookings made online, or within 35 days of your Visit or where the total value of the Booking is £60 or less will need to be paid in full at the time of Booking. THESE BOOKINGS ARE NON-CANCELLABLE AND NON-REFUNDABLE.

    A deposit of £60 per person is required to confirm a Booking made more than 35 days prior to the Visit. The full balance must then be paid 35 days prior to the Visit, otherwise your Booking may be cancelled and any deposits paid not-refunded Some Venues will insist on full payment at the time of Booking. These include but are not limited to: Bannatyne Village Spa and Malmaison venues.

    3.2 Make an international Booking

    A deposit must be paid at the time of Booking to secure an international Booking. THE AMOUNT OF DEPOSIT PAYABLE WILL DEPEND ON THE VENUE AND SERVICES BOOKED AND IS NON-REFUNDABLE.

    For bookings of 9 guests or under the balance of your Booking must be paid no later than 8 weeks before the date of your Visit. For bookings of 10 or more guests, the Venue payment terms (of which we will notify you prior to Booking) will apply and a larger deposit may be required.


    3.3. Making a Group Booking (8 or more guests) in the UK

    A group booking comprises a single reservation for a group of 8 or more people staying at the same Venue (“Group Booking”).

    Group Bookings can be confirmed with a deposit of £40 per person, provided that the Group Booking is made 35 days or more before the Visit. For Group Bookings made within 35 days of your Visit, full payment must be made at the time of booking.

    Group Bookings may be paid for by one individual or can be paid separately, providing the lead guest has provided other parties in the Group Booking with the booking reference and the correct amount is paid.

    Group Bookings (including hen party bookings) are welcome at many Venues, However, some Venues may restrict certain restaurant arrangements where hen party or group requirements may impact on other diners. It is recommended that these details are discussed directly with us prior to making a Booking.

    3.4 Applying discounts to a Booking

    Any vouchers, Gift Cards or advertised discounts must be applied at the time of Booking and cannot be applied retrospectively. Only one discount code can be applied per Booking.

  4. Payments

    4.1 Late payments


    4.2 Accepted forms of payment

    We accept the following forms of payment: Credit/debit cards - Visa, MasterCard, Visa Debit, Visa Electron, MasterCard Debit. Payments made by credit card or debit card do not carry a handling charge.

    Bank Transfers are accepted on balances over £1,000.

    For BACS payments for individual members travelling as part of a Group Booking, our payment details are as follows:


    Barclays Bank

    Sort code: 20-65-82

    Account number: 83827054

    Please enter your Booking Reference and your Surname as a reference when making a bank transfer.

  5. Booking online

    Online Bookings can be made on our website and are based on the availability provided and controlled by the Venues.


    Amendments may be possible on payment of a £25 admin fee. Please ensure you check the Venue descriptions carefully to ensure they suit your requirements prior to booking, as online Bookings cannot be cancelled.

    Your Booking Confirmation will provide the details of your Visit and you will be asked to contact the Venue directly to arrange the treatment times.

    At the point of Booking, treatment times will be allocated only as per the availability at the Venue. As a result, specific treatment or facility appointment requests including requests for treatments at the same time cannot be guaranteed and will be subject to availability and at the discretion of the Venue.

    Please remember to take your Booking Confirmation with you to the Venue. If you do not take these documents with you, you may not receive your Services in full, or if you are not able to prove that payment has been made, you may be asked to make payments again directly to the Venue.

  6. Price of your Booking

    All enquiry prices seen on our website are 'starting from prices' and are per person based on twin/double occupancy for overnight stays, unless otherwise stated. Single occupancy rooms may be available at the Venue, however they often carry a supplement. If a Booking number is reduced (if reducing the number is possible in accordance with these Booking Terms), this may require the Booking to include a room for 1 guest, which will incur a supplemental charge.

    We have taken all care to ensure our published information and prices are accurate. We reserve the right to increase the price of any Service advertised on our website as room prices may increase due to a number of factors including room availability, date popularity and the room types available. A price offered within a booking quote may change if you do not make a Booking immediately as it may no longer be available with the Venue at a later time.

    If we have provided you with a quote and we then identify an error or omission in the price before you make a Booking, we will inform you before confirming your Booking. If you agree, the revised information will then form part of your Booking.

    Prices shown at the time of making a Booking on our website are fixed and will not change once your Booking is completed.

    On rare occasions, after we have sent you a Booking Confirmation, we may be informed by the Venue Principal that the price at which you have Booked was incorrect. If this happens, we will highlight this to you within seven (7) days of us being notified and you will be offered an alternative price for the Booking purchased, or a full refund. We endeavour to avoid this situation and while regrettable, we will not be able to offer you any concessions or discounts on a future Booking.

  7. Booking confirmation

    On receipt of your payment via the methods stated in section 4, we will email you a confirmation of your Booking (“Booking Confirmation”). If your Booking Confirmation has not been received a short while after payment has been made, please contact us immediately, to check for any email errors.

    Where appropriate, the Booking Confirmation will clearly state the balance to be paid and the date by which it is due as detailed above. Please check the Booking Confirmation carefully at the time of receipt to make sure that all your Booking details are correct and meet your requirements. Any information provided to you in respect of the facilities offered by a Venue, available treatment times, dining times, dietary requirements or other information related to your enquiry, will not form part of your Booking or be guaranteed unless specifically detailed on your Booking Confirmation. The content of these Booking Conditions and the website descriptions will always take precedence in these instances.

    Please advise us of any errors within 48 hours of receipt of your Booking Confirmation and we will endeavour to make the necessary changes. If your Booking Confirmation shows treatment or dining times as ‘To Be Confirmed’, then you must contact us , or the Venue, as soon as possible to clarify the times or to make arrangements with regards to your Booking.

    Please note that for overnight stays the check in time of the Venue may be different to/later than the time your Services begin. Please check the times of your Services or contact us for further clarification.

    On rare occasions we may need to make changes to or correct details after Bookings have been confirmed. If amendments are necessary, we will notify you and you may receive several Booking Confirmations in between your Booking date and your arrival date. Please ensure that these Booking Confirmations are checked thoroughly to note any Booking changes that have been made. The latest Booking Confirmation should reflect the final agreed details.

    We are unable to accept liability for any errors and omissions that are not highlighted to us prior to your arrival at the Venue, and you remain responsible for any additional costs or changes that occur as a result.

  8. Enjoying your Spa Experience

    8.1 Dress code

    We cannot accept any responsibility if the Venue denies you or any of your group use of the Venue or Services due to inappropriate attire. Some restaurants may apply a certain dress code, therefore we recommend that you check this on our website, or with your chosen Venue prior to arrival.

    8.2 Treatment and treatment times

    You are invited to arrive at the Venue from the start of your Services. Please ensure you are at the Venue at least 30 minutes before the scheduled start time of your treatments, as arriving late may mean you miss your appointment that may prevent you from being able to make the most of your Visit.

    Unless noted otherwise on the Booking Confirmation, all Services details should specify an allocated treatment time and treatment type. However, due to last minute issues that may occur beyond the Venue’s complete control, the Venue reserves the right to alter the treatment times booked and on occasion, this can occur without prior notice to you or us.

    Whilst rare, a Venue may also encounter issues that may impact a specifically booked treatment from being provided. In these circumstances, an alternative treatment may be offered. You will have the option to accept this alternative or refuse to have the alternative treatment. If the alternative is not preferred, then a refund for this particular treatment will be applicable.

    If, during an overnight Visit, the Venue cancels your treatment or changes the time of your treatment, they will do their best to make alternative arrangements during your Visit, which may mean they are offered on an alternative day during your stay. Any such changes would not constitute any entitlement to a refund. Where notification of an enforced change has been provided to us, we will assist as best we can to find a suitable alternative, although you will be charged or refunded for any difference in the original cost.

    All treatments include a short set up and consultation period, therefore the actual 'hands-on' treatment may be shorter that the total time allocated.

    8.3 Medical Conditions

    Due to the nature of some of the Services offered by the Venues, participating in certain treatment or activities may be harmful to your health if you have certain pre-existing medical conditions. Therefore, you must notify our sales consultant of any relevant medical conditions, such as pregnancy, epilepsy, allergies, etc, before booking a Service. Should any known medical issues not be highlighted at the time of Booking, this can affect any treatments Booked from being offered by the Venue, and you will not be entitled to a refund. You must also inform a representative at the Venue before they commence the Services of any medical conditions likely to affect the Services. Past medical conditions can also impact on a treatment being provided.

    For people living with cancer, either pre-treatment, receiving treatment, or post treatment we recommend searching our Safe Hands For Cancer Collection.

    If you have any other special accessibility requirements, please ask a member of our team for further information on our accessible spas which highlight Venues with facilities catering to a whole range of disabilities from impaired hearing and vision to mobility; and also offer spa treatments where carers can join you and use the facilities free of charge.

    8.4 Extras during your stay

    All extras consumed on site during your Visit such as food, drinks, entertainment, additional spa treatments and transport must be paid for by you. Your booking with us only includes the arrangements set out in your Booking Confirmation. We accept no liability for any charges you incurred at the Venue in relation to any extras outside of your Booking.

  9. Our Descriptions

    Please review our website description details for your chosen or booked Venue and also check your Booking Confirmation to ensure you are fully familiar with the facilities and suitability of the Services offered by the Venue. We will not accept responsibility for any expectations or requirements of facilities that are not noted within our website information. We are not always able to exercise control over all the components of the Booking arrangements and it is possible that an advertised amenity or facility or treatment may be withdrawn or changed due to various reasons such as renovation work, breakdown, maintenance etc. Whilst we regret that a closed facility will prove a disappointment, as these will occur beyond the direct control of the Venue, they are not obliged to offer any concessions as a result, but will do their best to keep guests informed accordingly.

    We will advise you if we become aware of a major change, but neither the Venue nor us will accept liability for any loss of enjoyment, damage or inconvenience in such circumstances.

    9.1 Venue Types

    We describe our Venues in 3 categories: Leisure Break, Hotel Spa Break and Health Spa: It is very important to note the likely ambience to be expected at your booked Venue during your Visit.

    9.1.1 Leisure Break Venue: The Venue has a range of leisure facilities and treatments but is not a specialised spa. Children will have access to some facilities and may also have specific swimming times. Some adult aqua classes may also take place at certain times. Please check with the Venue prior to arrival as published times may change due to seasonal events. Usually, a family friendly venue and guests can experience an atmosphere consistent with this.

    9.1.2 Hotel Spa Venue: The Venue offers a good standard of accommodation and usually a larger variety of facilities to relax and unwind in but it is not a specialised spa. Children may have access to some facilities and may also have specific swimming times. Some adult aqua classes may also take place at certain times. Please check with the Venue prior to arrival as published times may change due to seasonal events. Usually, a family friendly venue and guests may experience an atmosphere consistent with this.

    9.1.3 Health Spa Venue: A Venue offering the complete spa experience. Usually adult only, offering a relaxed atmosphere in peaceful surroundings. Some aqua classes may take place. Some venues may also offer the complete health environment, and this may restrict the availability of alcohol and will provide more health-based cuisine.

    9.2 Venue website photographs

    The photographs used on our website represent some of the varied accommodation offered and may not relate to the specific Venue booked or provided.

  10. Important additional Booking information

    All Bookings will be subject to the Venue Principal’s own terms and conditions whilst in resort.

    Bookings that include dining may be subject to restricted menu options or a specific spend allowance.

    Triple rooms may consist of 2 double beds or a double and a rollaway bed or 3 separate beds (one may be a rollaway bed), either option may also impact on the room space available.

    Unless specifically advertised, treatments are restricted to over 18s only.

    Most specialised spas will provide robes and slippers as standard, and some Venues may offer robes for a small hire charge, however, not all Venues will provide robes as part of the Services that have been Booked.

    10.1 Behaviour

    Throughout your Booking you accept full liability for any damage or loss caused by you or any member of your group. We reserve the right at any time to terminate the arrangements and/or cease to deal with any party member(s) whose behaviour is such, in the reasonable opinion of us or the Venue, as to cause or to be likely to cause danger, upset, disruption or distress to anyone else or damage to property. Full cancellation charges will then apply, and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation and return transportation arrangements) you may incur as a result of your travel arrangements being terminated. If you cause damage to the Venue in which you are staying, you must fully reimburse the Venue concerned for the cost of the damage before the end of the Services, providing the cost has been established by then or as soon as it has been established if later. You must also pay us for the full amount of any claim (including all legal costs) made against us by the Venue or any third party as a result of your behaviour.

    10.2 Dietary requirements

    Whilst we are happy to inform the Venue of any specific dietary requirements, we cannot guarantee that these will be accommodated. It is suggested that any requirements, including allergies, be highlighted upon arrival.

  11. Cancellation and amendments

    We recommend you obtain insurance to cover you against any amendment or cancellation of your Booking due to COVID-19 or other health related incidents which may affect your Booking.

    11.1 Amendment fees

    Any changes to an existing Booking that are made by you after receipt of your Booking Confirmation will be charged at £25 per change and may also be subject to the Venue’s individual amendment and cancellation policies. Bookings made through us for Champneys will be subject to a £25 amendment fee as well as a £25 Champneys amendment fee. Amendments to a Champneys Booking made within 30 days of the Visit will be subject to a £25 amendment fee as well as a £100 Champneys amendment fee.

    Please be aware that not all amendments requested will be granted. . A request to amend is only a request and unless an alternative date is provided and Booked by you, a new Booking Confirmation is sent out to you and the amendment fees described above are paid by you, no change will have been made and the original Booking remains live. In these circumstances, it is your responsibility to attend the original date described on the Booking Confirmation or you may be subject to cancellation fees.

    All amendments to a Booking must be made through our website or call centre. We accept no responsibility for any issues arising at the Venue if we have not been advised of the amendment and provided verification via a changed Booking Confirmation.

    11.2 Cancelling your Booking

    If you wish to cancel your Booking you must inform us in writing via our website or call centre. Only the lead booker can cancel or amend a Booking.

    Our cancellation charges are as follows:

    • Deposit paid only = The value of the Deposit paid
    • Cancellation made within 35 days of UK based Services = 100% of the Booking price
    • Cancellation made with 56 days for Services including international travel = 100% of the Booking price
    • Online Bookings = 100% of the Booking price
    • Bookings of £60 or less = 100% of the Booking price


    11.3 Reduction in number of guests

    If you want to reduce the number of guests in your Booking, you will lose the £60 deposit paid for each guest removed from the Booking.

    If a promotional offer has been applied, and a subsequent change to the number of guests in the Booking results in this promotion no longer being applicable, the value of the offer will be deducted off any refund due/or added to any outstanding balance to be paid.

    Our standard £25 administration fee will be applied for any date or Venue change made to your Booking as a result of a change in the number of guests.

    11.4 No shows

    If for any reason you do not turn up for your Services, then you forfeit the entire cost of the experience and will not be entitled to any refund of your Booking amount.

    11.5 Processing refunds

    In the event of a part or full refund being payable, we will only pay to the same debit or credit card originally used to make the Booking. This is a fraud and money laundering preventative measure. Should the refund transaction fail, we will ask for alternative bank details.

  12. Enforced legislative price changes

    Should there be any increase in the cost to us, caused by currency exchange rate fluctuations, Government action, or changes in air or ferry fares, we will absorb the first 5% change. You will be required to meet any increase between 5% and 10%. If we are required to increase the price of your Booking by more than 10%, you will have the option of continuing with the Booking and meeting the extra costs (above 5%) or of cancelling with a refund of any money you have paid to us, except any charges you have incurred for amendments. If you decide to cancel the Booking, you must do so within 7 working days of receipt of your Booking Confirmation.

  13. Vouchers

    Vouchers may only be used towards Services redeemed with us. Vouchers cannot be redeemed directly with a Venue. Vouchers can be redeemed online or via our contact centre other than monetary vouchers which can only be redeemed online.

    13.1 Contract

    The contract for the gift voucher spa experience is between you and us, but the fulfilment of the spa experience is by a third-party supplier.

    13.2 Vouchers purchased

    Vouchers are not a Booked spa experience. Vouchers must be redeemed via our call centre or website.

    All voucher purchases are subject to a 14 day 'cooling off' period and can be requested to be cancelled and refunded (if not redeemed) within 14 days of the original purchase date. Postage costs will not be refunded at any stage. OTHERWISE, VOUCHERS ARE NON REFUNDABLE.

    Vouchers must be used at the time of Booking and cannot be used to pay for final balances or outstanding amounts on pre-standing Bookings. Vouchers that have a discount applied cannot be redeemed within 7 days of purchase.

    If you have a specific date for a booking in mind, we advise you to book this directly with our sales team on 0800 043 6600. If you have purchased a voucher with a discount, you are unable to redeem this voucher within 7 days of purchase. Alternatively, you can apply the discounted price paid for the voucher against the new Booking.

    Only one discounted voucher can be used per Booking. If multiple discounted vouchers have been purchased, only the first voucher will be redeemable at its full value. Any further vouchers will only be redeemable at the cash value paid and any remaining balance must be settled before the booking is made.

    The unique identification code or reference on your voucher must be given to us before you can commence making a Booking.

    You may redeem a monetary voucher against any Service offered on our website. If there is any value left over from the Services, this value can be used towards another Service on our website provided it is used by the stated expiry date.

    Vouchers may not be exchanged for cash at the Venue under any circumstances.

    13.3 Using a voucher to make a Booking

    A voucher purchase is not a booking. It is essential to contact us to pre-arrange a date for your Services. If you arrive unannounced at the Venue, you will not be able to redeem the voucher and participate in the Services.

    We recommend booking at least six to eight weeks in advance to ensure that dates are available before the expiry dates listed on the voucher.

    If a voucher is bought for a specific Service and this is unavailable on your required dates, the value of the voucher can be redeemed against any other available Service on our website (subject to availability). We do not have control of external availability and subsequently cannot offer a refund(s) of the cost of the voucher if your chosen Services are unavailable.

    Should a voucher be purchased for a particular Venue, and that Venue is no longer operating, or in the event of a discontinued Service or Venue, the value of the voucher will be credited towards another Service or Venue. All prices for Services linked to a voucher are subject to change depending on availability and we cannot guarantee that a venue will be able to confirm availability of the Services for the dates requested. Should a preferred venue not have availability for the period requested, you will still have the opportunity to book an alternative date or venue although the details and costs may be different and any additional costs would be payable by you.

    Once a confirmed Booking has been made using a voucher as full or part payment, these Booking Conditions will apply.

    13.4 Expiry date

    Expiry dates are clearly stated on our vouchers. All vouchers are only valid until the expiry date indicated.

    Vouchers must be redeemed prior to the expiry date, although the booking arrival date can fall beyond this date, subject to availability. All vouchers have a 12 month redemption period unless otherwise stated on the voucher. This is noted on the voucher itself.

    All Customer Service vouchers are valid for 12 months unless otherwise stated on the voucher.

    Vouchers can be extended for a further month beyond the expiry date shown for an additional £25 fee, provided you notify us before the original expiry date.

    13.5 Cancellations of Bookings made with vouchers

    UK Bookings

    If a Venue cancels a Booking, you may use your voucher at an alternative available Venue on our website.

    Our cancellation charges for Services booked with vouchers are:

    • If your time of cancellation is within 35 days of the date of Services = 100% value of vouchers cancellation fee.
    • If your time of cancellation is more than 35 days from the date of Services = A cancellation fee of £20 per person will be deducted from the value of the voucher.

    International Bookings

    If an international Venue cancels a Booking, we will allow you to use your voucher at an alternative, available Venue on our website.

    Our cancellation charges for international Services booked with vouchers are:

    • If your time of cancellation is within 56 days of the date of the Services = 100% value of vouchers cancellation fee.
    • If your time of cancellation is more than 56 days from the date of Services = A cancellation fee of £20 per person will be deducted from the value of the voucher.

    13.6 Loss of voucher

    In the event of a lost voucher, we can issue a new voucher for an administration fee of £25, subject to proof of purchase.

    13.7 Complaints for bookings made with vouchers

    Any complaint that is upheld and agreed by the Venue and where a part or full refund is offered, for voucher Bookings this will not constitute a cash refund but a held credit to the value of the amount agreed. This credit will be held available for use until the expiry date of the original voucher.

    13.8 High Street store gift cards ("Gift Cards")


    The full balance of the Gift Card must be used at time of Booking. Gift Cards may only be redeemed online or via our contact centre and Gift Cards must not be redeemed with any Venue directly.

    Store Gift Cards can be used towards final payment and multiple cards may be used.

  14. Passports, visas and health requirements

    For Bookings with a Venue outside of the UK, your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. The passport, visa and health requirements at the time of Booking can be viewed on the Foreign and Commonwealth Office website ( You will need a full ten-year passport with at least six months unexpired which has an adequate number of blank pages to meet the visa requirements of any country which you are planning to visit. We do not accept any responsibility and will not make any refunds if you cannot travel because you have not complied with any passport, visa or immigration requirements, if you are refused a visa, or if you have lost or mislaid any necessary documents. You should also contact your doctor or a specialist vaccination centre for details of any measures you may need to take prior to departure.

  15. Insurance

    Any last minute issues that may impact on you attending the Venue whilst regrettable, will still be subject to the full charge being applied. Therefore, we recommend you purchase adequate insurance to cover all such eventualities.

  16. Data Protection Privacy Policy

    In order to process your Booking with us and to ensure your requirements are met, we will need to collect personal information relating to you and any other guests in your party. We will need to pass on these personal details to the necessary Venue Principals involved in facilitating your Visit and Services. For full details of our privacy policy, and an explanation of how your personal details will be used by us, please refer to our privacy policy here:

  17. Special requests and medical conditions

    If you have any special requests or dietary requirements, such as allergies, you must advise us of these at the time of Booking. Whilst we are happy to inform the Venue of these, as we cannot guarantee that these will be accommodated, it is also suggested that any requirements be highlighted upon arrival. If any special requests or requirements have not been noted on your Booking Confirmation, please ensure that either we or the Venue are contacted to ensure awareness of these needs. Although we will use reasonable endeavours to meet any such requests we regret we cannot guarantee to do so.

  18. Complaints

    We act as a booking agent for each of the Venue’s we feature. If you have a complaint or experience any problems during your Visit please inform the therapist or relevant area supervisor immediately, as any elements of disappointment with the accommodation, treatments, food or restaurant service may not be able to be rectified after you have left the Venue. We also recommend that you speak to the Venue's manager or supervisor to discuss any other areas of disappointment prior to departure. If you do not reach an acceptable resolution to your complaint prior to departure, please notify us in writing by email or letter within two weeks of your return.

    Complaints by email should be sent to:

    Complaints can be sent by letter to: Customer Service Dept Limited Sovereign House Church Street Brighton BN1 1RA

  19. Liability

    We act solely as a booking agent for the various Venue Principals who provide the Services. As such, we have no liability whatsoever to you for any of the Services or anything occurring at the Venue.

    If you have a complaint concerning the booking services provided by us, you must inform us in writing within 28 days of the start of your Visit. Our maximum liability to you if we are found to have been at fault in relation to any service we provide is limited to the commission we have earned or are due to earn in relation to the Booking in question. Whilst we make every effort to monitor the experience provided by the Venue, any loss incurred by you or any member of your Booking or recipient of the Services which is caused by the Venue, its negligence or that of its employees or personnel is the responsibility of the Venue and/or Venue Principal and not us.

    We shall not be liable for the death of or personal injury to the customer, recipient or any third party while undertaking any Services provided by the Venue.

    We shall have no liability for damage to property, consequential loss or expenses suffered, which includes but is not limited to loss of anticipated earnings, profits, goodwill, reputation, business receipts or contracts, losses or expenses, resulting in third party claims.

  20. Changes to our website and brochures

    Other than as stated in these Booking Conditions, we reserve the right to make changes to and correct errors on our website and in our brochure both before and after Bookings have been confirmed.

  21. Events beyond our Control

    We will not be liable for additional expenses incurred through travel delay, Acts of God or events or unforeseeable circumstances beyond our control such as war or threat of war, riots, civil unrest, terrorist activity, industrial disputes, natural or nuclear disaster, pandemics, epidemics or other significant risks to human health such as the outbreak of a serious disease, fire or adverse weather conditions. The above will also apply to the liability of the Venue.

    20.4 If partial delivery of the Services should occur and a Venue is unable to provide all of the Services booked, as a result of an unforeseen situation, we will use reasonable endeavours to notify you of these changes as soon as possible. We will work with you and the Venue to arrange the best possible alternative arrangements - including looking at alternative dates under certain circumstances. A change to, or a withdrawal of part or all of the pre-Booked treatments or other services associated with your Booking will not be grounds for cancellation without incurring a cancellation fee. We will provide a credit voucher for any Services that are paid for if no suitable alternatives can be found. This credit will be applicable against any new booking with us.

  22. Governing law

    Your Booking and these Booking Conditions and any matters arising from them are governed by the laws of England and Wales and are subject to the jurisdiction of the Courts of England and Wales.

  23. Promotional offers

    All discount offers are subject to availability and exclude; all Macdonald Hotels, South Lodge, Pennyhill Park, Tylney Hall, Whittlebury Hall, Ragdale Hall Spa, The Grand Hotel Eastbourne, Ashdown Park. Other exclusions may also apply. Minimum spend to qualify is £35. reserves the right to withdraw or amend the offer at any time.

    Last Updated on 8th December 2023.