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Frequently Asked Questions

You can make a booking for a spa treatment online via the website (or our Bannatyne Spa App), ringing your local spa or calling our booking line on 0344 477 4777 (which is open Monday - Friday 9am - 7pm, Saturday - Sunday 10am - 2pm, Bank Holiday Monday 10am - 3.45pm ), or by calling your local spa, click here to contact them direct.


You can now book Spa Day vouchers online for all Bannatyne Vouchers & select Third Party compaies - click here to redeem your voucher.

Please note that all Spa Day and Spa Break guests must be aged 18 or over.


What do I need to book?


If you are booking a spa day and already have a voucher please have this to hand when booking, if you do not yet have a voucher please have a debit/credit card when calling as payment is required upon booking.  
Please have a couple of suitable dates in mind as all bookings are subject to availability, we recommend booking 4-8 weeks in advance for weekend dates.

What is the cancellation policy?

Our cancellation policy is clearly detailed at the point of reservation and within our booking confirmation emails.  This policy denotes that clients will be charged 100% of the treatment cost if appointments are not cancelled 48 hours before the allocated treatment time.  Repeated failure to arrive for treatments may lead to us asking for pre-payment for any future treatments. If you have booked using a third party company this may differ, please refer to information supplied with your spa voucher.


What happens on the day?


What should I bring?

Where applicable, please ensure to remember to bring your voucher on the day or an alternate payment method will be required. 

Please arrive at the spa 10 minutes prior to your treatment time. A spa bag containing a robe, a towel and footwear is available for a hire charge of £20 per person, payable on the day. Upon return of your robe and towel, a refund of £14 per person will be administered.*

*Prices differ at Bury St Edmunds, Kingsford Park and Charlton House. At these locations a spa bag containing a robe, footwear and a towel is available for a hire charge of £20.00 per person. Upon return of your robe and towel a refund of  £10 per person will be administered.

For spa days please ensure you bring gym wear and swimwear, so you can take full advantage of all of the facilities on offer to you as part of your package. 

Before your spa day please print and fill out the following form this will help your day go smoothly and you can get to enjoying the facilities quicker on the day, click here to download.

What time can I arrive?

As part of a spa day you can use the facilities throughout the day, click here to check the opening hours of the location you are attending.  Please ensure you arrive in the spa 15 minutes before your treatment start time.
If you are on a spa break at one of our hotels check in is from 3pm, but you can arrive earlier to use the facilities.

What should I wear?

During treatments, therapists are trained to respect client’s modesty at all times, for facials we recommend you remove your upper body clothing, for massages please leave underwear on you will be covered by a towel throughout the treatment. Disposable pants and boxer shorts can be provided for you on request.

If you are having a spray tan please wear loose dark clothing, for pedicures please bring along a pair of flip flops/sandals.

What if I want to book extra treatments on the day?

If we have availability on the day we will happily book your extra treatments in, however we do get very busy and would suggest booking extra treatments before your spa day so are not disappointed on the day, speak to our booking line on 0344 477 4777 to find out about special offers and upgrades that are available on your package.

What about my jewellery and valuables?

Lockers are available within our health clubs, however we strongly recommend that you leave any valuables at home, and we cannot be held responsible for any loss incurred.

What if I’m late?

Arriving late will mean that your treatment time is shortened. Your treatment will end on time so the next guest will not be delayed. The full value of your treatment will be charged.

Is there car parking available and how do I get to you?

Parking is provided at some of our locations; to find out more information and for directions please click here to find the contact details for your chosen location.

Medical Conditions and Allergies /Age Restrictions

For spa days and breaks you must be at least 18 years old. 

We offer a limited range of Teen Treatments, an adult must be present in the room whilst these are performed.  Teens aged 16-17 can be booked in for a Spray Tan providing a parent/guardian in is the club whilst the treatment takes place.

If you have any allergies, ill health, a particular medical condition or are pregnant we advise you to speak to your GP prior to arrival to ensure you can use the Spa facilities, services and treatments. In some instance we may require written confirmation from your Doctor.

The set of guidelines below is not an exhaustive list and only serves to highlight some of the main medical indicators where the use of the facilities, services or treatments may not be advised:

Cancer
Heart condition/pacemaker
High or low blood pressure
Diabetes
Epilepsy
Thrombosis
Varicose veins
Kidney or liver condition
Thyroid condition
Nut allergy (please note that some Elemis treatments contain nuts)

In the last six months:

Surgery of any kind

All treatments booked are subject to medical status. We reserve the right to refuse treatments if we feel it is not in the best interest of the Client.


Vouchers and Gift Cards


How can I buy a voucher/gift cards?

You can purchase vouchers/gift cards from our website as well as any of our Bannatyne Spas, nationwide.

What's the difference between a voucher and a gift card?

Both our gift cards and vouchers make the perfect gifts, our gift cards are posted out in a presentation envelope. The gift vouchers can be sent to yourself or a recipient instantly via email, or can be printed at home, so are perfect for a last-minute gift.

Postage

Postage costs £1.99 for Gift Cards and £4.49 for a Gift Card dispatched with a Box.  Delivery can take 3-5 working days using Royal Mail. If you have not received your order after 5 working days, please contact us.  

Expired Vouchers

Our Vouchers and Gift Cards are valid for 12 months from purchase date.  For any queries regarding the validity of your Voucher or Gift Card, please call 0344 477 4777. 

For Gift Cards and Vouchers with an expiry date before 15/04/2017.

Treatments and spa day bookings are subject to availability, so please ensure you book and attend in advance of your expiry date. We do offer a 2 week free of charge extension on Bannatyne Spa Gift Cards/Vouchers to help accommodate your booking. If your require a little longer to use your Gift Cards/Vouchers, we offer a 2 month extension for £15.00 per Gift Card/Voucher. Please note that we cannot extend a Gift Card/Voucher if it has already expired. To apply an extension your Gift Card/Voucher must be in date. A new Gift Card/Voucher is not dispatched to you, we will extend your existing Gift Card/Voucher on our system. The two month extension runs from the original expiry date. Please call 0344 477 4777 to extend your Gift Card/Voucher. Gift Cards/Vouchers can only be extended once. No further amendments/extensions can be administered.  


Lost Vouchers

If your voucher is lost/stolen, please contact us immediately so we can try to help you before your voucher is redeemed without your knowledge.

Third Party Vouchers

How do I book my third party voucher?

Please call us on 0344 477 4777, select third party vouchers can be redeemed online click hereto see if it's available for your voucher. If you call please ensure you have the voucher details with you as we need to take some information from the voucher. Please also have in mind a couple of possible dates that you can attend the Spa, so that we can check availability for you.  Our helpful team will give you all the details about what time to arrive and what to bring on the day. 

I've made my booking but want to change my booking, what should I do?

When you make your booking with our team, they will explain that they are about to redeem your voucher with the third party company. Once a date is agreed, they will complete this action and you are then committed to a booking with Bannatyne Spa. Your voucher cannot then be refunded or exchanged with the third party company. You can change the date of your booking for a Spa Day as long as it is outside of our 48 hour cancellation policy. 

Do you need my voucher?

Yes, your voucher is your payment method and we need to take this from you at the Spa so please ensure you bring a copy along with you.

My voucher has expired can I still book?

Unfortunately as your voucher is from a third party, we cannot accept a booking with an expired voucher. You would need to contact the relevant third party company to see if they could help extend your voucher. 

Spa Etiquette

Clients are requested to wear suitable attire at all times during treatments and whilst using facilities in the club. Disposable pants and boxer shorts can be provided for you on request. Whilst dining in the café bar area robes may be worn, but wet swim wear is not permitted. When using the pool and gym facilities appropriate clothing and footwear must be worn. In the pool area place towels and robes on hooks provided not on sun loungers. In the pool area, please shower before using and between facilities. Please return robes to reception before leaving. At all times please be respectful to the members of the health club and ask for help if needed. Disrespectful behaviour will not be tolerated. Please ensure you abide by club rules during your visit.

Delivery - Ordering Products Online

We aim to dispatch all orders within 3-5 working days via 1st Class mail. If your order has not arrived within 5 working days please call us on 0344 477 4777 with your order number and we will be able to trace this for you.

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