Temporary Terms & Conditions in response to coronavirus (Covid-19)
The health, safety and welfare of our guests, visitors and team members has always been our number one priority. Following the directive from UK Government, and the recommendations for everyone to maintain safe distances to keep well, we have temporarily closed our hotels and health clubs until further notice. We look forward to being able to re-open and welcome our guests once again and thank you for your understanding during this unprecedented time.
Read a statement from our Chairman & CEO, Julia Hands here.
Central Reservations Office
Our central reservations team are now working remotely and are working hard to respond to as many enquires as possible, in a timely manner. Requests to postpone or cancel bookings have been prioritised by arrival date, and we once again ask for your ongoing patience at this time. If you would like to contact us about either a new or existing booking, then please email us at email@example.com or alternatively, complete an online form and one of our team will respond as soon as possible:
Existing individual bedroom reservations, even those described as advance purchase or promotional offer, for arrival before 30 June 2020 can be postponed and re-booked up until 31st March 2021. Alternatively, a Hand Picked monetary voucher for the same value, or a full refund, will be given.
Existing individual bedroom reservations, even those described as advance purchase or promotional offers, for arrival before 30th June 2020 can be postponed and re-booked up until 30th June 2021. Alternatively, a Hand Picked monetary voucher for the same value, or a full refund, will be given.
To contact us about your booking, please use the online booking link or email us at firstname.lastname@example.org
Please note: If you have booked a Flexible Room Rate, you are able to amend or cancel up to 12noon on the day prior to arrival and can make those changes online.
In response to UK Government advice, our spa and health clubs are now closed. If you have a direct booking for a spa day or spa treatment for arrival before 30 June 2020, even those described as advance purchase or promotional offers, this can be postponed and re-booked up until 31 December 2020. Guests aged over 70 years old with bookings for arrival before 30 June 2020 can postpone and re-book up until 31 December 2020, or be given a Hand Picked monetary voucher for the same value, or a full refund.
If you still need to manage your booking, please use the online booking link or email us at email@example.com
Health Club Members
If you are a member of one of our health clubs, as these are now temporarily closed, so please do not visit us. You club team should have been in touch about your membership, however if you have any additional questions, please email firstname.lastname@example.org
Third Party Reservations
If you have booked a bedroom reservation or a spa experience via a third party website such as Booking.com, Expedia, for example, then please contact them directly in the first instance.
Private Events and Weddings
If you have an upcoming event at one of our hotels, we will be in touch as soon as possible, but please bear with us. You’ll find contact information here should you wish to speak to someone directly.
Privilege Rewards Members – Points and Reservations
For our loyalty club members with Privilege Rewards Points, please note that we are not expiring your points at this time until further notice. This means that if you have points about to expire, you will not lose them. If you have made a reservation using your points and need to cancel your booking, points will be refunded to your account.
If you have made a reservation using a Hand Picked Gift Voucher or are in receipt of one that is due to expire, we will happily extend your voucher to 31st December 2020.
We would like to stress that in these challenging times, and always, we are very much appreciative of the support from our guests and the hard work and dedication of our team who look forward to seeing you soon.
For the latest UK Government advice, visit: