Temporary Terms & Conditions in response to coronavirus (Covid-19)
At this time of growing concerns around coronavirus (Covid-19), we would like to reassure you that health, safety and welfare of our guests, visitors and team members is our number one priority. As you would expect, we are closely monitoring advice and following guidelines from Government and the World Health Organisation (WHO) and continue to take measures to keep our guests and teams safe.
Central Reservations Office - Temporary Closure
Following the latest announcement from the UK Government, and the recommendations for everyone to maintain safe distances to keep well, we have taken the decision to temporarily close our Central Reservations Office, and therefore the office phone lines, until further notice. The Central Reservations Team will be back up and running as soon as possible, however this short period of time will allow us to review our guest communications and enable us to respond to enquiries in the most timely manner. Requests therefore to postpone or cancel bookings will be prioritised by arrival date, and we once again ask for your ongoing patience and understanding during these unprecedented circumstances.
Please email firstname.lastname@example.org and we will respond as quickly as we can 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 offers, for arrival before 31 May 2020 can now be postponed and re-booked up until 31 December 2020. Alternatively a Hand Picked monetary voucher for the same value may be taken, or a full refund. Guests aged over 70 years old with bookings for arrival before 19 June 2020 can now 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 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. At this time of increased call volumes at our central reservations office, this will be the quickest option for you to amend as you wish.
In response to the recent announcement from the UK Government to close all gyms and leisure centres, our health clubs and spas 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, can now be postponed and re-booked up until 31 December 2020. Guests aged over 70 years old with bookings for arrival before 19 June 2020 can now 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.
Health Club Members
If you are a health club member of one our clubs on the mainland, please do not visit us. We will be in touch regarding your membership and ask for your patience whilst we contact you.
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.
In response to the recent announcement from UK government to close all restaurants and bars, we have no option but to close our restaurants and bars on the mainland after breakfast on Saturday 21 March. If you have a restaurant reservation in one of our hotels on the mainland, then please do not come to the hotel. You will be contacted and a full refund will be given, however please bear with us whilst we make contact with you.
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 for a further three months.
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: