Terms & Conditions - Booking & Refund Information

Terms & Conditions

Prices

The price of some packages are variable - we will confirm the rate for you on enquiry.

All sales incur a one off £4.99 admin fee.

Any changes of dates and / or venue to a confirmed booking incur a £25.00 admin fee.

Discounted rates - Where a discount is shown it is either based on the hotels published (or rack rates) or is a discounted amount against the normal package cost.

Deposits and group bookings

Some venues do not allow deposit payments. For these venues we will require payment in full at the time of booking as their packages are non-cancellable and non-refundable. We will notify you if deposit payments aren't applicable at your chosen venue.

For 4 persons or less - We can accept a £30 per person per night deposit with the balance due 14 days before your arrival date.

For 5 persons or more - We can accept a £30 per person per night deposit with the balance due 1 month before arrival.

Balance payments are payable by Bank Transfer. Payments made via the telephone are subject to a 1% handling fee.

Any deposits are non-refundable upon cancellation.

Any reduction in numbers will result in the loss of the deposit for that guest.

(Deposits are not available with all of our venues, some balances will be due sooner than 14 days. Please check at the point of enquiry)

Refunds

1. Spaandhotelbreak.co.uk offer an exchange scheme. You can exchange your gift voucher to a different venue at any time during the validity period of the break purchased.

If for any reason your break cannot be fulfilled by your chosen hotel, spaandhotelbreak.co.uk will transfer the value of your break purchased to any other date or venue on the web site. Alternatively, for date specific purchases (i.e if your break is only valid for March, April and May as an example) the booking document can be adjusted to cover additional dates. Any difference in price is payable by you the customer.

The above applies to all hotels except where a confirmed booking has been made.

2. Any refunds must be claimed within 14 days of purchase and will incur a 25% fee to cover costs. After 14 days your booking becomes transferable only.

3. All cancellations must be in writing from the lead guest.

4. If you have already booked your stay at any spaandhotelbreak.co.uk venue, then any cancellation must be in accordance with that Hotel's cancellation policy. (Point 1 above still apply). If a confirmed booking has been made at a venue which does not allow cancellations, point 1 above will no longer apply. This information can be found on the offer conditions on each of the packages listed.

5. In the event that any hotel or spa agrees not to charge for any overnight break or spa day for whatever the reason, spaandhotelbreak.co.uk will offer terms as detailed below for the amount agreed by the hotel. Any decisions about refunds is the responsibility of the hotel once the guest has checked in – any agreed refunds can be used as follows;

a) For bookings with confirmed dates at the time of purchase any agreed refunds will be passed straight back to the purchaser.

b) For reservations made using a gift voucher bought without a specific date on purchase, credit towards any other product on our website will be made available to the same value as agreed by the hotel.

6. spaandhotelbreak.co.uk cannot offer any refunds due to adverse weather or traffic conditions which may affect travel to any hotel unless agreed by the management of the hotel at which the break is booked. Under these circumstances a new date will need to be provided immediately.

6a; Illnesses; We will do all we can to assist with the change of an arrival date for bookings where a guest has concerns over illnesses and issues such as the Coronavirus. We are however, bound by terms and conditions of individual hotels. Refunds will not be offered. Any excess payments due to changes of dates and variable rates will still need to be met by the customer for any new dates booked.

7. Any credit held by spaandhotelbreak.co.uk is not available as a refund. Credit is available to use for 6 months from the date of the original payment.

8. All sales incur a one off £4.99 admin fee. This is non-refundable under any circumstances and is not included in any refund calculations.

9. No refunds will be made for independent travel arrangements under any circumstances. In the event of your break being cancelled for any reason, travel expenses incurred are the sole responsibility of the customer.

Late cancellations / non-arrivals

The terms of the Hotel or Spa will apply. It is advisable that you ask for these terms on booking in the unfortunate event you have to cancel.

Complaints

All breaks are fulfilled by the Venues (i.e. Hotels and Spas) and not spaandhotelbreak.co.uk. Every effort has been made to monitor the services and facilities of the Hotels & Spas that are listed on this website.

*** If you have a complaint during your stay please bring it to the attention of the Hotel or Spa Manager so they can address the issue immediately.

Any decisions about refunds becomes the responsibility of the hotel once the guest has checked in – any refunds can be used as above (point 5a and 5b).

From experience Hotel/Spa managers want to help but cannot if they are unaware of a problem.

Spaandhotelbreak.co.uk do not take any responsibility for any accidents, thefts, breakages or injuries that occur either while travelling to/from a hotel or during your stay at any Hotel or Spa.

Payments

Payments or deposits are taken at the time of booking via debit or credit card. We do not accept American Express cards.

BACS payments may also be made on condition they are made the same day as the break is purchased.

Please call us for further details.

Cash and Gift Vouchers

The details and price of each package are correct at the time of purchase. We cannot guarantee the rate of the package until a confirmed booking is made. Unfortunately, sometimes hotels do increase their rates and change their packages. If, during the 6-month period of validity of your voucher the package is removed or increases in price, the value of your voucher may be used against an alternative package from our website. Any increase in rate is payable by the customer. spaandhotelbreak.co.uk strives to keep the website content current.

Gift Vouchers cannot be resold through any third-party website.

All Cash Gift Vouchers are non-refundable.

All Gift Vouchers are valid for 6 months from date of purchase, please see below, and will not be extended under any circumstances.

All gift vouchers bought online are valid from 30 days after the original purchase date until 6 months after the original purchase date, unless further identification can be provided.

All dates must be booked within the 6 month period of validity.

Full balance of the Gift Voucher must be used at time of booking.

£50 Group Offer

For bookings of 8 or more people on both overnight spa breaks and spa days. (Minimum spend £99 per person)

For bookings under 8 guests the minimum spend is £792.00 in total

Book before the 31st of July 2024.

Not valid against any Champneys venues.

Cannot be used in conjuction with any other discount.

QUOTE: £50 Group Offer when booking your break.

If an order is amended and the above conditions are no longer met, the £50 offer will no longer be valid and the full amount will be due for payment.

Reservations and bookings

All reservations are made directly with the venue by spaandhotelbreak.co.uk upon receipt of payment. A confirmation email detailing your booking will then be sent to you. If your break includes spa treatments these must be booked by the guest immediately (unless otherwise stated).

Please ensure you take your booking document with you as it will be required on check-in.

Please note that although your package has been pre-paid you may still be required to provide a debit or credit card when you check in to your chosen hotel. This is standard procedure with many hotels. The card may be pre-authorised for a certain amount.

Pool and poolside facilities are complimentary and as such any facilities which are unavailable do not quantify for any price reductions or refunds.

Spa Treatments

Please note that individual treatments can only be booked in conjunction with a full package at the relevant hotel.

Suitability of treatments must be checked direct with the hotel/spa.

Some treatments included in set packages may not suitable during pregnancy or if guests have certain health issues. It is the responsibility of the purchaser or the recipient of the booking voucher, to advise us of this at the point of enquiry and booking. Alternative treatments may not always be available.

Discontinued packages

In the event of a discontinued venue, package or a price increase the value of your original break will be credited towards other packages featured on this website.

Other Information

Delivery Policy - 1 day

Return policy - 14 days (charges apply - see above)

Customer service information – Email us at enquiries@spaandhotelbreak.co.uk or ring us on 0800 246 5511.

Data Protection and Privacy.

How Spa & Hotel Break use your personal information;

We will use your personal information to:

* send orders and payment reminders to you and collect payments from you.

* send you email information that you have specifically requested.

* to inform hotels and venues of any bookings made.

* send email marketing information relating to spaandhotelbreak.co.uk where you have specifically requested this. (You can inform us at any time if you with to unsubscribe by emailing us at enquiries@spaandhotelbreak.co.uk)

* to deal with enquiries and complaints made by or about you.

* to support your rights under Data Protection law in relation to our use of your personal information

Personal information submitted to us through our website will only be used for the purposes intended;

Your personal information will not be submitted to any third party for the purpose of marketing.

We do not carry out any profiling or marketing based on your personal data

The personal data we hold about you will only be used in line with the purposes detailed above, either for the administration of a contract we have in place with you / venues, or in line with the legitimate interests of our business in providing information.

Disclosing personal information;

We will disclose your personal information - name, address, phone number and email address to any of our employees and to venues into which you have booked.

We may also disclose your personal information:

* if we are required to do so by law

* in connection with any ongoing or prospective legal proceedings

* in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention)

* except as provided in this policy, we will not provide your personal information to third parties

Retaining personal information;

Personal information that we process for any purpose shall not be kept for longer than is necessary for that purpose.

We will retain documents (including electronic documents) containing personal data:

a. to the extent that we are required to do so by law

b. if we believe that the documents may be relevant to any ongoing or prospective legal proceeding

c. in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention)

Security of your personal information;

We will take all reasonable organisational and technical precautions to prevent the loss, misuse or alteration of your personal information.

We will store all the personal information you provide on secure servers.

We do not store or hold any customer credit card or debit card details.

We acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent to us over email.

Your rights;

You have a number of rights under the Data Protection Act including:
a. The right to be informed about the collection and use of your personal data i.e. via this privacy notice
b. The right to access your personal data
c. The right to have any inaccurate personal data rectified, or completed if it is incomplete
d. The right to have your personal data erased in certain circumstances
e. The right to request the restriction or suppression of their personal data in certain circumstances
f. The right to data portability – to obtain and reuse your personal data for your own purposes across different services
g. The right to object to our use of your information in certain circumstances e.g. for marketing purposes

If you would like to access your own personal information or exercise any of the rights detailed above please contact us by email at enquiries@spaandhotelbreak.co.uk

In the most cases, we will respond within 30 days after receiving the necessary information required to deal with your request

We may ask you to supply appropriate evidence of your identity (we will usually accept a photocopy of your passport or photo driving licence plus an original copy of a utility bill showing your current address) and any other additional information to help us to deal with your request effectively.

T&Cs Updated on 17.05.22