FAQ's

Before choosing to stay with us our guests often have a few questions they need the answers to. Here you will find frequently asked questions to assist you.

These have been grouped into sections for leisure, spa and health club to help you find the most relevant information quickly.

Leisure

How do I book with Hand Picked Hotels?

You can book your stay via the website using the gold BOOK NOW button which you will find in the top right hand corner of the screen. Alternatively you can browse our hotel rooms and book an overnight stay here.

If you are looking to book a Spa Day or Spa treatment please click here. 

What is check in and check out time?

At all Hand Picked Hotels, you may check into your room from 3pm and we ask you to check out by 11am on the day of departure. While you are welcome to request an early check-in, unfortunately we cannot guarantee this as your room may not be ready. You are also welcome to request a late check-out; again we cannot guarantee this and if the hotel can accommodate the request there may be an additional cost. 

Children's policy 

Please click here to view Hand Picked Hotels' children policy.

Dog Policy 

Please click here to view our dog policy. All our hotels accept dogs for a supplementary overnight charge.

How can I find out about the Privilege Rewards scheme?

You can click here for details.

How can I amend or cancel my stay?

If you are looking to amend a current booking please contact us here. To cancel a reservation please click here. If you have booked via a Travel Agent or an on line booking site please contact them directly for any amendments or cancellations.

Can I use the Health Club during my stay?

As a hotel guest you can enjoy the Hotel's Heath Club & Spa from 2pm on your arrival date until 12 noon on your departure date. Please visit your chosen hotel Health Club webpages for more information on opening times and facilities.

What extra measures are in place at the hotels for Covid-19 safety?
Our hotel teams are working hard to keep everyone safe and adhering to government guidelines across all areas of the hotel. You can find full details on our Covid-19 safety measures here.

Spa

Watch our spa FAQ video here

What are the spa day / spa break / treatment timings?
For spa days and breaks, an itinerary detailing all of your timings is issued upon arrival. Spa treatments are scheduled between 10am and 4 or 5pm depending on location. We recommend arrival between 9 and 9:30am to maximise your experience. 

What is included in my spa day or spa break?
Spa days include full use of all spa facilities, at least one luxurious treatment, and either afternoon tea or a spa lunch. Depending on which spa day you choose, there are also many additional inclusions such as Champagne and extra treatments. 

Watch our spa day video here

Spa breaks include the same as the spa days, with the addition of overnight accommodation and breakfast the following morning. Depending on your choice of break, you may also enjoy dinner in the evening and an additional lunch course.

Which facilities can I use?
If you are visiting on a spa day or spa break, you can enjoy full use of the facilities. If you are having a treatment, you are welcome to use the spa café or spa bar. Should you wish to use all of the facilities, you can upgrade to one of our spa day or break packages.  

How many people can I book in one group?
You are welcome to include up to 6 people per group.

What is the minimum age for a spa day or treatment?
The majority of our spa offerings are for over 18s only. Children between the ages of 16 to 17 may undergo manicures, pedicures and facials if they are supervised in the same room by a parent or guardian. Children under the age of 16 are not permitted to use or accompany any persons over 18 attending the spa, or use the facilities attached.

Do I need money for a locker?
No, you do not need any money for the locker. You will either be given your own key, or you will be able to set a code of your choosing. 

What should I wear/bring?
All you need to bring is your swimming attire and some comfortable clothing. You are welcome to bring your own flip-flops, however we have flip-flops available for purchase on arrival should you require them. We suggest that you leave any jewellery at home as it may need to be taken on and off throughout the day.

What facilities does each Health Club & Spa have?
You can quickly find out what facilities each health club or spa offers using the ‘At a glance’ panel on the right hand side of each page using the links below:

 

What are the children’s swimming times?
Hotel residents' children may use the swimming pool, however 1 adult must accompany every 2 children under 8 years old in the swimming pool. Children under 18 (but 8 years and over) must be accompanied by an adult in the pool hall.

Brandshatch Place, Fawkham: Morning: 8am – 10am | Afternoon: 4pm – 6.30pm
Fawsley Hall, Fawsley: Morning: 8.30am - 10am | Afternoon: 3pm - 5pm 
Grand Jersey, St Helier: Morning: 7am - 12.30pm | Afternoon: from 2pm - 7pm
L’Horizon, St Brelade’s Bay: Children may swim at any point during the day except for the adult-only sessions, which are Monday to Friday 12.30pm - 2pm and after 7pm, Saturday and Sundays after 7pm.
New Hall, Sutton Coldfield: Sunday to Thursday: 9am-11am, 3pm-5pm | Friday: 10am-11am, 3pm-5pm
Norton House, Edinburgh: Morning: 9am – 11am | Afternoon: 3pm – 7pm
Nutfield Priory, Redhill: Morning: 9am -11am | Afternoon: 4pm – 6pm
Rookery Hall, Nantwich: Morning: 9am – 11am | Afternoon: 3.30pm – 6pm
St Pierre Park, St Peter Port: Morning: 9.30am – 11am | Afternoon: 3.30pm – 6pm
Wood Hall, Wetherby: Morning: 8.30am – 10.30am | Afternoon: 4pm – 5.30pm
Rhinefield House, The New Forest: 7am-8pm

Is the spa accessible?
Accessibility varies per hotel. Please check individual site accessibility details following the links below: 

Brandshatch Place, Fawkham
Fawsley Hall, Fawsley
Grand Jersey, St Helier
L’Horizon, St Brelade’s Bay
New Hall, Sutton Coldfield
Norton House, Edinburgh
Nutfield Priory, Redhill
Rookery Hall, Nantwich
St Pierre Park, St Peter Port
Wood Hall, Wetherby
Rhinefield House, The New Forest

What is a Bento Box?
Some of our spa offerings include a lunch bento box. This contains your starter, main and dessert all in one tidy box with segments for each course. 

Health Club

How to contact the Health Club
Brandshatch Place, Fawkham 01474 875040
Fawsley Hall, Fawsley 01327 892020
Grand Jersey, St Helier 01534 722301
L’Horizon, St Brelade’s Bay 01534 743101
New Hall, Sutton Coldfield 0845 0727575
Norton House, Edinburgh 0131 3336479
Nutfield Priory, Redhill 01737 824434
Rookery Hall, Nantwich 01270 615642
St Pierre Park, St Peter Port 01481 753 387
Wood Hall, Wetherby 01937 544644

Can I bring a guest?
It is possible to purchase an adult guest pass at all hotels, prices of which vary per site. Guests must be supervised by a member at all times.

How do I book exercise classes?
Classes can be booked on our website or direct at site reception. To book a class at St Pierre Park in Guernsey, please use this link.
To book a class at any of the other hotels, please use this link.

How do I make amendments or cancel my membership?
To make any amendments or if you have any questions about your membership, please contact the Health Club Manager.

How do I join one of the health clubs?
Here is a useful guide showing how you can join one of our health clubs either online or on the phone. 

 

Further information

Haven't found what you are looking for? 
If you do require any further information and would like to speak to someone please contact our Group Central Reservations team who are based in the old Stable block of Crathorne Hall Hotel on:

 

How to contact a hotel
Please use the contact details for your chosen hotel here.

Central Reservations opening hours:

• Monday to Friday - 9am – 7pm
• Saturday and Sunday - 9am – 5.30pm
• Bank Holidays - 9am - 5.30pm
• Christmas Day, Boxing Day and New Year’s Day - closed

 

The Stables, Crathorne Hall Hotel, Crathorne, Yarm, North Yorkshire TS15 0AR