Travel advice from

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Customer Service Update

As always, the health and wellbeing of all our customers, our suppliers and our colleagues is the highest possible priority for everyone at We are continuing to contact all of our customers affected by the closure of spa facilities throughout the UK and Europe.

As you can imagine this level of disruption is completely without precedent and we are working to resolve all affected bookings, giving priority according to planned travel dates. We are continuing to liaise with our spa partners where we can, but many are closed and uncontactable, so please bear with us.

We are also working with our partners and the UK Spa Association to plan the return to normal, with a consensus of opinion forming around a planned return date of 1st July. We are therefore delighted to rearrange all bookings affected by these closures for a date in July onwards. We will advise you if this changes.

If you have a booking that has been affected and we have not yet spoken to you - please don’t call us. We will contact everyone in date order to make alternative arrangements. If you haven't heard from us yet - please email us at

If you would like to make a new booking - please see our Book with Confidence promise that will ensure that we get you into your spa of choice as soon as possible.

If you would like to purchase a voucher as a gift, a thank you or a moral boost, these are on sale as usual and come with a full 12 months validity as standard. Click here to buy

We understand how frustrating it has been for everyone these last few weeks and would like to reassure you that we are doing everything possible to resolve all outstanding issues. We look forward to things returning to normal soon and to helping you find the spa experience you deserve, now more than ever.

Very best wishes, The Team

This travel advice was reviewed on 20/05/20

Frequently Asked Questions

I’ve heard that all spas are currently closed - what happens now?

On Friday 20th March the Prime Minister told all pubs, clubs, leisure centres and meeting places to close in order to minimise the spread of Coronavirus. This now applies to all spa operations.

We are offering additional flexibility for our customers that will allow you to change the intended date of travel without cost* or penalty to you. Our standard terms and conditions remain in place. Therefore, if you choose to cancel your booking, you may forfeit any deposits or monies paid. If you have an insurance policy in place - either with a dedicated provider or via your bank or credit card - this could provide some financial protection for you.

Please do not call us. We will contact all customers with bookings made for arrivals in March and April as a priority - and monitor the situation, for the time being, for later bookings.

For updates on when spas will re-open, check out our dedicated page here.

Can I amend my booking - including changing the date?

Yes. All bookings, whether made in the past or from today onwards can change the date of travel to the same venue without cost* or penalty. We ask that you give us sufficient notice before your booked arrival time**. We will happily transfer all monies paid to alternative dates at the same venue and will waive any administration charges. This “Book with Confidence” promise remains in place until further notice. This money will be held in credit for you to make a new booking for a period of twelve months. 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.

*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 of course refund you the difference. All administration fees will be waived.

*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.

I’ve made a booking for the summer or autumn - will this be cancelled too?

At the moment we don’t know how long this closure will be in place for. We are closely following the latest government advice and their commitment to review the situation every month. At the moment you don’t need to worry or do anything if your booking is made for June onwards. Whatever happens - we will protect your booking and make as many alternative arrangements as required. We will be in touch with you as soon as we think your booking will be affected by this closure.

Is now a good time to make a booking for a future date?

Yes. At the moment the spa industry is navigating a period of uncertainty. However, we are convinced that the demand for spas is not going away and that when travel restrictions are lifted the demand will far out strip supply. We therefore recommend you make a booking now to secure your space in the sauna! If you need to change the date again in the future - don't worry - we will be happy to without any cost to you. No other company works with so many spas or will be able to offer so many options as Additionally, our “Book with Confidence” guarantee means that you can amend your travel date, without any admin fees or cancellation charges.

The Government has advised against all overseas travel - what does this mean?

We are monitoring the advice of the FCO who give advice on when you should not travel to any region or country. In the event of the FCO giving official advice against all but essential travel, our customer service team will work with you to make alternative arrangements. We will update this guidance when the advice changes.

Does my travel insurance cover me for cancellations as a result of Coronavirus?

This is something that you will need to check with your insurance company directly. You may also have some element of insurance cover from your credit card provider if applicable.

I can’t get through to the team to discuss my booking?

As you can imagine we are experiencing unprecedented levels of enquiries from both customers and spas about bookings that have already been made.

We have dedicated all available resources to support customer enquiries, with an additional team of up to 40 people working in customer services to contact those customers whose bookings will be directly affected.

We will prioritise making contact with you according to your planned travel date, starting with the soonest to travel. We will also email all of the customers affected, again prioritising by travel date. This will give everyone as much notice as possible to consider the alternative available.

Please do not call us, we will be contacting all of our customers in order of planned travel date.

Thanks for your understanding, patience and ongoing support.

I’ve got a voucher that is about to expire - can I extend it’s validity?

Yes. We will be happy to extend the validity by three months. This gives you three more months to make your booking - that can be for any time in the next 12 months. We will offer this extension without any administration fees. We will also monitor how and when things return to normal, so that if you need to extend your voucher again you will be able to.

Please email to arrange this extension. Once a voucher has expired we will not be able to reactive it.

Contact us

If you would like to speak to a member of our customer service team regarding an upcoming booking, please call 0800 043 6600 or email

Please note amendment requests will be prioritised in order of original travel date. 

Contact us