For the latest updates relating to how Covid-19 restrictions are affecting spa operations, please check our travel advice. As a result of the Covid-19 pandemic we are also pleased to include a temporary Book With Confidence guarantee that applies in addition to these terms and conditions. This is detailed here.
The following terms have specific meaning:
- 'we', 'us' and 'our' refers to Spabreaks.com Ltd.
- 'you' or 'your' refers to a potential or actual client of Spabreaks.com Ltd.
- 'venue' refers to any one of our spa partners.
- 'we', 'us' and 'our' refers to Spabreaks.com Ltd.
Accuracy and information
Spabreaks.com Ltd has taken all care to ensure published information and prices are accurate however if we identify an error or omission following publication, we will inform you before confirming your booking. The revised information will then form part of your contract. If an error or omission is discovered after your booking is made, we will always try to advise you prior to your visit.
An advised price offered within a booking quote may change if not confirmed immediately as it may no longer be available with the venue at a later time. On occasions, an advised price offered either verbally, on-line or within a booking quote or confirmation may be incorrect. We reserve the right to highlight this oversight to you within a reasonable timeframe of 7 (seven days). You will be offered an alternative correct price for the booking purchased or a full refund without penalty. The error would be regrettable but will not be subject to any concessions or discounts on a future booking.
Whilst also very rare, in recognition that human error may arise with regards to the verbal information provided or sent to you as part of a written quote as to the facilities offered by a venue, available treatment times, dining times, dietary requirements or other information related to your enquiry, unless these are specifically quoted on your actual booking confirmation, we will not feel obliged that these are to be provided. However, once any oversights or omittance are notified to us, we will do our best to assist in these instances, as long as these issues are raised within 48hrs of receiving your booking confirmation. Any verbal errors will be regrettable but these booking conditions and the website descriptions will always take precedence in these instances.
Make a booking
Bookings can be made with Spabreaks.com Ltd either online on our website, or over the telephone with our team of spa experts in our dedicated contact centre, based in Brighton.
3.1 Make a booking for stays in the UK (without flights)
Bookings made online, or within 35 days of travel, or for a total value of £60 or less will need to be paid in full at the time of confirmation. These bookings are non cancellable and non refundable.
Deposits of £40 per person can be paid to confirm a booking made more than 35 days prior to travel. The full balance must be paid 35 days prior to travel, otherwise your booking may be cancelled and any deposits paid forfeited. These bookings can be cancelled with 35 days or more notice, with only the deposits paid being forfeited. Some venues will insist on full payment in full at the time of booking. These include: Bannatyne, Village Spa and Malmaison venues, as well as a number of others.
3.2 Make international bookings
A deposit must be paid at the time of booking to secure a booking. The deposit will be dependent on the venue and packages 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 contracted break is due to commence. For bookings of 10 or more guests, please note the Hotel Payment Terms will be adhered to and a larger deposit, plus further down payments, may be required.
All bookings within 56 days of arrival are non cancellable and non refundable. Full payment is taken at the time of booking.
3.3. Making group bookings (8 or more guests)
A group booking comprises of a single reservation for a group of 8 or people staying at the same venue.
Group bookings can be confirmed with a deposit of just £20 per person, provided that the booking is made 35 days or more before the planned travel date. For bookings made within 35 days of travel, full payment must be made to confirm the 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 with the booking reference and the correct amount to be paid. Our contract is formed with the lead booker who assumes liability for these terms and conditions on behalf of the group including the payment of any amendment fees, under occupancy charges and cancellation costs. We are only able to provide the lead guest with any of the booking details.
Groups and hen party bookings are welcome at many of the hotels featured, however, some venues will restrict certain restaurant arrangements or hen party requirements in order not to impact on other diners and it is recommended that these details be discussed directly with the venue management prior to booking.
3.4 Applying discounts to a booking
Any vouchers 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.
Please refer to section 11 for details of our various cancellation and “no show” policies.
4.1. Late payments
If the balance is not paid by the due date, we reserve the right to cancel your booking and retain your deposit. Payments made later than the due date will incur a £25 late payment fee. This applies to all bookings for the UK, Ireland, Europe and the Rest of the World.
4.2. Accepted forms of payment
Spabreaks.com Ltd accepts the following forms of payment: Credit/debit cards - Visa, MasterCard, Visa Debit, Visa Electron, MasterCard Debit. Please note that payments made by Credit card or Debit card do not carry a handling charge.
Bank Transfers are accepted on balances over £1000.
BACS payments for individual members travelling as a group. Our payment details are as follows -
Sort code: 20-65-82 Account number: 83827054
Please enter your Booking Reference and your Surname as a reference when making a bank transfer.
Online bookings can be made on the Spabreaks.com website and are made as a result of the availability being provided and controlled by our spa partners themselves.
All bookings made online are non refundable and non cancellable. Amendments may be possible for a £25 admin fee. It is recommended that you check that all of the package and venue descriptions carefully to ensure they suit your requirements prior to booking, as online bookings cannot be cancelled. Your booking confirmation will provide the package details and you will be asked to contact the venue directly to arrange the treatment times.
Please note that at the point of booking, treatment times will be allocated only as per the availability at the spa and specific time requests or having treatments at the same time cannot be guaranteed.
Please remember to take your Spabreaks.com Ltd booking confirmation with you. If you do not take these documents with you, then you run the risk of not being able to receive your spa experience in full, or it may cause payment to be taken again due to not having proof of purchase.
Should any of the details listed be incorrect or if you have any questions about the booking, please call one of our friendly Spabreaks.com team on 0800 043 6600.
Price of your booking
All enquiry prices seen on the Spabreaks.com Ltd website for bookings made via the call centre are 'from prices' and per person based on twin/double occupancy for overnight stays, unless otherwise stated. Prices will continually fluctuate due to pricing of our suppliers during the enquiry process.
Prices shown at the time of making a booking on the Spabreaks.com Ltd website are fixed and will not change once the booking is completed. Single occupancy rooms are available at all hotels, however they often carry a supplement. We reserve the right to increase the price of any spa break advertised on our website in view of the room prices being subject to increase due to a number of factors including room availability, date popularity and the room types available.
If a booking number is reduced, this may require the booking to include a room for 1 guest, which will incur a supplement charge.
On receipt of your payment via the methods stated in section 4, we will email confirmation of your booking with Spabreaks.com Ltd. If your booking confirmation e-mail has not been received a short while after payment has been made and the booking completed, please contact your consultant or Spabreaks.com Ltd immediately, to check for any email errors in order to have this re-sent.
Where appropriate, the confirmation will clearly state the balance to be paid and the date by which it is due, which will be 35 days before travel for UK bookings, and 56 days prior to travel for International bookings. Please check the confirmation carefully at the time of receipt to make sure that all your booking details are correct and meet your requirements. Please advise of any errors within 24 hours of receipt. Please contact your Spa Consultant immediately if your confirmation appears to be incorrect or incomplete and we will endeavour to make the necessary changes.
If your confirmation shows treatment or dining times as TBC, then contact needs to be made with either Spabreaks.com Ltd, or with the venue, as soon as possible to clarify the times or arrangements made with regards to your booking.
Please note that for overnight stays the check in time to the hotel may be different to your spa arrival time, and this may require you to arrive much earlier to the venue. Please check your treatment times to assist with this or contact Spabreaks.com Ltd for further clarification.
Spabreaks.com Ltd reserves the right to make changes to and correct details after bookings have been confirmed. If amendments are made, it is likely that you may receive several booking confirmations in between your booking date and your arrival date. Please ensure that these confirmations are checked thoroughly to note any booking changes that have been made. The latest confirmation should reflect the final specific details as held by both the spa and the client.
Spabreaks.com Ltd are unable to accept liability for any errors and omissions that are not highlighted to us prior to arrival, and the client remains responsible for any additional costs or changes that occur as a result.
Enjoying your Spa Experience
8.1 Dress code
We cannot accept any responsibility in any ruling by the venue if you or any of your group is unable to use the leisure facilities or receive spa treatments due to inappropriate attire. Some restaurants may apply a certain code, therefore we recommend that this is checked on our website, or with your chosen venue prior to arrival.
8.2 Treatments and treatment times
You are invited to arrive at the venue from the start of your spa experience, and 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 spa day.
Unless noted otherwise on the confirmation, all package 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, our Spa Venues reserve the right to alter the treatment times booked and on occasions, this can occur without prior notice to the client or Spabreaks.com Ltd.
Whilst rare, a spa may also encounter issues that may impact on a specifically booked treatment from being provided. In these circumstances, an alternative treatment may be offered. A client 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 would be applicable.
If, during an overnight spa break, your confirmed venue cancel your reservation or treatment times, 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 spa experiences offered by our Spa Partners, participating in certain treatment or activities may be harmful to your health if you have certain pre-existing medical conditions. Therefore, you must notify the sales consultant at Spabreaks.com Ltd of any relevant medical conditions, such as pregnancy, epilepsy, allergies, etc, before booking a spa experience. Should any known medical issues not be highlighted at the time of booking, this can affect any treatments booked from being offered by the spa, although this will not constitute any refunds being applicable. They must also inform a representative at the venue before commencing any spa related activities or treatments of any medical conditions likely to affect them. 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 packages where carers can join customers on a spa day and use the facilities free of charge.
8.4 Extras during your stay
Please note that all extra's consumed on site such as Food, Drink, Entertainment, additional Spa Treatments and Transport must be paid for by you. Your booking with Spabreaks.com Ltd only includes the package set out in your confirmation email and invoice. We accept no liability for any charges you consume on site in relation to any extras outside of your package.
You are asked to review our website description details for your chosen or booked property and also check our booking conditions to ensure you are fully familiar with the facilities and suitability of the services offered by the venue. Spabreaks.com Ltd will not accept responsibility for any expectations or requirements of facilities that are not noted within our website information. The descriptions of the hotels and spas and other aspects of the venues are based on opinions gained on site visits and on the opinions of venues themselves. 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 package element may be withdrawn or changed due to various reasons such as renovation work, breakdown, maintenance etc. Whilst Spabreaks.com Ltd 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 Spabreaks.com Ltd will accept liability for any loss of enjoyment, damage or inconvenience in such circumstances.
9.1 Venue Types
Spabreaks.com Ltd describe our hotels in 3 categories: Leisure Break, Hotel Spa Break and Health Spa Venue and 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 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
Please note that the photographs used on our website represent some of the varied accommodation offered and may not relate to the specific accommodation type booked or provided.
Important additional booking information
All bookings will be subject to the venue's own terms & conditions whilst in resort.
Bookings that include dining as part of the package, 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 package booked.
Throughout your booking visit with Spabreaks.com Ltd you accept full liability for any damage or loss caused by you or any member of your group.
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.
10.3 Flight package booking - your financial protection
a) When you buy an ATOL protected holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
b) We act as a suitably authorised agent for ATOL holders – their terms and conditions will apply to your flight package booking. Your Golf Travel Limited are the supplier ATOL holder identified on your ATOL Certificate and will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where the supplier is not able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
c) If the supplier identified on your ATOL Certificate is unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services (or your credit card issuer where applicable). You also agree that any such claims may be reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Cancellation and amendments
11.1 Amendment fees
Any changes to an existing booking that are made after receipt of booking confirmation will be charged at £25 per change and may also be subject to the hotel's individual amendment and cancellation policies. Bookings made through Spabreaks.com for Champneys will be subject to a £25 amendment fee as well as a £25 Champneys amendment fee. Amendments to Champneys bookings made within 30 days of travel will be subject to a £25 amendment fee as well as a £100 Champneys amendment fee.
It is important to note that not all amendments requested will be granted, and no changes can be made to a booking without an alternative date being provided and this being agreed by the venue. A request to amend is purely this and unless an alternative date is booked, a new confirmation sent out and the £25 amendment fee paid, it is considered that no change has been made and the booking remains live. In these instances, it is the responsibility of the client to attend the original date or be subject to a full loss of funds.
All amendments must be made through Spabreaks.com Ltd as updated confirmation details of any new dates and treatment times etc will be administered accordingly. Spabreaks.com Ltd will not accept any responsibility for any issues arising at the venue if we have not been advised of the booking change requirements and provided verification via a change confirmation.
11.2 Cancelling your booking
If you wish to cancel your booking you must inform us in writing. Only the lead booker can cancel or amend a booking.
For those bookings made with only a deposit paid, these deposits will be forfeited upon cancellation. A 100% cancellation fee will be charged for all bookings that are paid in full as a result of being...
- Within 35 days of travel in the UK and 56 days for international travel.
- Or, made online
- Or, of a total value of £60 or less
For bookings confirmed either partly or wholly by a voucher, then the value of the voucher is non cancellable and non refundable in any circumstance. The remaining value will be treated in line with these cancellation terms.
11.3 Reduction in size of group bookings
For group bookings of 8 or more guests there will be a loss of the £20 deposit for any reduction in the number of guests attending the spa experience. This will be applicable each time a reduction is made. If a group promotional offer has been applied, and a subsequent change to the number of guests in the group 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 the booking
11.4 No shows
If for any reason you do not turn up for your experience then you forfeit the entire cost of the experience.
11.5 Processing refunds
In the event of a part or full refund being required, this will only be applied to the same 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.
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 only absorb 5% change. You will be required to meet any increase between 5% and 10%. If we have to increase the price of your break by more than 10%, you will have the option of continuing with the break arrangements 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 break, you must do so within seven working days of the issue of the revised Confirmation of Booking Invoice.
Vouchers may only be used towards packages purchased with Spabreaks.com and can not be used directly with venues. Vouchers can be redeemed online or via our contact centre.
Spabreaks.com Ltd operates and manages the web site www.spabreaks.com and trades in the United Kingdom under the name and branding of Spabreaks.com Ltd. The contract for the gift voucher spa experience is between you and Spabreaks.com Ltd, but please note the fulfilment of the spa experience is by a third party supplier.
13.2 Vouchers purchased
Vouchers are not in any way a booked spa experience. Vouchers must be redeemed via the Spabreaks.com Ltd call centre, or online at www.spabreaks.com whereby the voucher package details or the monetary value will be used to make a future booking.
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 can’t be refunded at any stage. Beyond this point all 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 of travel 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 will have to be settled before the booking is made.
The unique identification code or reference on your gift voucher must be given to Spabreaks.com Ltd before you can commence making a booking.
A monetary voucher allows you to redeem against any packages offered on the Spabreaks.com website at the time of redemption. If there is any value left over from a package, this value can be used towards another package on the Spabreaks.com website provided it is used by the stated expiry date.
13.3 Using a voucher to make a booking
A voucher purchase is not a booking. It is essential to contact Spabreaks.com Ltd to pre-arrange a date for your spa experience. If you arrive unannounced at the venue, you will not be able to redeem the voucher and participate in the spa experience.
Spabreaks.com Ltd recommends booking at least six to eight weeks in advance to ensure that dates are available before the expiry dates listed on the voucher. This is only a guideline and Spabreaks.com Ltd recommends you book as early as possible to avoid disappointment.
If a voucher is bought for a specific package and that package is unavailable on your required dates, the value of the voucher can be redeemed against any other available package on the Spabreaks.com website (subject to availability). Spabreaks.com Ltd does not have control of external availability and subsequently cannot offer a refund(s) of the cost of the voucher if your chosen spa package is unavailable.
Should a voucher be purchased for a particular venue, and that venue is no longer operating, or in the event of a discontinued package or price increase, the value of the gift voucher will be credited towards other packages and/or venues available with Spabreaks.com Ltd. All package prices are subject to change depending on availability and Spabreaks.com Ltd cannot guarantee that a venue will be able to confirm availability of the accommodation or spa package 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 package details and costs may be different and any additional costs would be payable by the client.
Once a confirmed booking has been made using a voucher as full or part payment, all of these standard terms and conditions 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 months redemption period. This is noted on the voucher itself.
All Customer Service vouchers are valid for 12 months.
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
a) Should a venue cancel a spa experience booking, Spabreaks.com Ltd will allow you to use your voucher at an alternative venue on our website. b) If a customer cancels within 35 days of travel then the entire value of the gift voucher will be lost. If a customer cancels outside of the 35 days then the value of the gift voucher, minus a £20 per person cancellation fee will remain available to redeem.
International Bookings a) Should a venue cancel a spa experience booking, Spabreaks.com Ltd will allow you to use your voucher at an alternative venue on our website. b) If a client cancels within 56 days of travel then the entire value of the gift voucher will be lost. If a client cancels outside of the 56 days then the value of the gift voucher, minus a £20 per person cancellation fee will remain available to redeem.
13.6 Loss of voucher
In the event of a lost voucher, Spabreaks.com Ltd can issue a new voucher for an administration fee of £25, subject to proof of purchase.
13.7 Complaints for bookings made with vouchers
Please see section 17 for our complaints policy which equally applies to bookings made with vouchers.
Any complaint that is upheld and agreed by the venue and whereby 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
All Gift Cards are non refundable and are valid for 12 months from date of purchase and cannot be extended. The full balance of the Gift Card must be used at time of booking.
Store Gift Cards can be used towards final payment and multiple cards may be used.
Gift cards must not be redeemed with any spa directly.
Passports, visas and health requirements
A passport is necessary to travel to all European countries. Most European countries enjoy the same level of medical service as Great Britain however Spabreaks.com Ltd recommends all clients to obtain from their local DHSS office a copy of the booklet "Protect Your Health Abroad" the form E111 for presentation when seeking medical assistance abroad. The E111 entitles you, your spouse and your dependants to Free State provided or reduced cost emergency treatments. All passengers entering the USA from the UK now require a MRP (Machine Readable Passport).
Any last minute issues that may impact on you attending your booked spa experience, whilst regrettable, will still be subject to the full charge being applied. Therefore, Spabreaks.com Ltd recommends you purchase adequate travel insurance to cover all such eventualities.
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 can not 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 confirmation, please ensure that either Spabreaks.com Ltd or the venue booked are contacted to ensure awareness of these needs. Although we will endeavour to meet any such requests we regret we cannot guarantee to do so.
Spabreaks.com Ltd acts as a Spa Recommendation Service for each of the properties we feature. If you have a complaint or experience any problems during your spa experience, 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 Hotel's General Manager 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 Spabreaks.com Limited Sovereign House Church Street Brighton BN1 1RA
Please note: Spabreaks.com Ltd regret that due to the investigative process in dealing with any complaints, these cannot be dealt with over the phone. We allow up to 28 days from the date of receipt to provide a response and any details of an appropriate resolution to you. Any assistance provided in resolving a complaint raised, in respect of your experiences at your booked venue, is provided on a goodwill basis and in our capacity as a Spa Recommendation Service. It will always remain the responsibility of the venue to agree and accept liability if appropriate and to provide any concession or refunds as they see fit and Spabreaks.com Ltd will not attempt to influence their decisions in this regard.
Spabreaks.com Ltd act solely as a booking agent for the various suppliers offered to you to provide your booking requirements. As such, we have no liability whatsoever to you for any personal injury or death or any other loss that you may incur whilst on your spa experience.
If you have a complaint concerning the specific services provided by Spabreaks.com Ltd, you must inform us immediately in writing within 28 days of your departure date. We regret we cannot accept any liability if we are not so notified. 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 Spabreaks.com Ltd makes every effort to monitor the experience fulfilled by the supplier, any liability incurred by the customer or the recipient caused by the supplier's negligence is the responsibility of the supplier and not Spabreaks.com Ltd.
Spabreaks.com Ltd shall not be liable for the death or personal injury of the customer, recipient or third party while undertaking any treatment or activity provided by the supplier.
Spabreaks.com Ltd 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.
Changes and cancellations made by us
Spabreaks.com Ltd reserves the right to make changes to and correct errors on our website and in our brochure both before and after bookings have been confirmed.
Force Majeure and unavoidable and extraordinary circumstances
Spabreaks.com Ltd will not be liable for additional expenses incurred through travel delay, Acts of God, force majeure or events beyond our control. Force majeure/ Unavoidable and Extraordinary Circumstances is unusual and unforeseeable circumstances beyond our control such as war or threat of war, riots, civil unrest, terrorist activity, industrial disputes, natural or nuclear disaster, significant risks to human health such as the outbreak of a serious disease at the travel destination, fire or adverse weather conditions. The above will also apply to the liability of our spa venue partners.
20.1 In these Terms and Conditions, where we refer to Unavoidable and Extraordinary Circumstances, it means a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.
20.2 Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of Unavoidable and Extraordinary Circumstances, we have to cancel your booking prior to departure, any refund can be issued by way of a credit voucher.
20.3 Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of Unavoidable and Extraordinary Circumstances, we change your booking after departure, or we, or our suppliers, cannot supply your booking, as we, or they, had agreed, or you suffer any loss or damage of any description.
20.4 Part delivery of treatments and other services When a spa venue partner is unable to provide all of the services booked, as a result of an unforeseen situation, force majeure or otherwise, Spabreaks.com will endeavour to notify you of these changes as soon as possible. We will work with you and the spa 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 constitute a major change and will not be grounds for cancellation without penalty. Spabreaks.com will provide a credit voucher for any treatments booked and paid for if no suitable alternatives can be found. This credit will be applicable against any new Spabreaks.com booking.
Spabreaks.com Ltd endeavour to make sure that all parts of the spa break are arranged, performed or provided with expertise and care. Our liability in all our bookings shall be limited to a maximum of the cost of your booking with Spabreaks.com Ltd.
Your booking with Spabreaks.com Ltd and all matters arising out of it are governed by English Law.
All discount offers are subject to availability and exclude Macdonald Hotels and Resorts and Fairlawns Hotel and Spa. Discounted vouchers cannot be used against Spa at Ye Olde Bell. Other exclusions may also apply. Minimum spend to qualify is £35. Spabreaks.com reserves the right to withdraw or amend any offer at any time.
Book with confidence guarantee
This is a temporary addition to our standard terms and conditions whilst our industry manages the full or part closure or removal of facilities and services as a result of measures taken to mitigate the effect of the Covid-19 pandemic.
All bookings made in the past or whilst this guarantee is in place can change the date of travel to the same venue without cost* or penalty, if a spa venue is unable to accommodate due to closure or travel restrictions during the Covid-19 pandemic.
No administration charges will be made for these changes.
If you wish to reduce the number of people in your booking, this will be treated as a cancellation of those passengers, subject to our usual terms and conditions. Supplements may apply as a result (for example - single room supplements).
If you amend your booking to a more expensive travel date we will ask you to pay the difference in price. If your new travel date is cheaper than that already booked we will refund you the difference.
The vast majority of spas are accepting this amendment policy. We will let you know if your venue is not accepting these terms. Group bookings made for 4 or more passengers will need to discuss their arrangements with us directly.
This “Book with Confidence” promise remains in place for bookings with an arrival date between the 20th March and the End Date and to new bookings made between the 20th March and the End Date.
The End Date is currently set at the 31st December 2020. This may be updated in line with government advice and regulations. This end date refers to the date of making your booking. If you make a booking before this end date, with a travel date at any time in the future, your booking will be covered.
This guarantee does not apply if the venue is open and able to accept you as planned. This would be classed as disinclination to travel. If you are unable to travel as planned for any other reason - normal terms and conditions will be applied.
Last Updated on 1/10/2020