Frequently Asked Questions...
How far in advance do I need to book?
We recommend you book as far in advance as possible, especially for weekends as this is our most popular time for treatments. We do take bookings up to 3 months prior.
Do I need a consultation?
Most treatment times include a consultation so your therapist can identify the results you would like from your treatment and deliver the best treatment possible.
Do I need to let you know of any health conditions?
Please advise us at the time of booking if you have any allergies, ailments, disabilities, recent surgeries, high blood pressure or if you are pregnant. You will need to complete at health declaration before we can provide any treatment to you. Not all treatments are suitable for all clients so please disclose any concerns to us prior to your treatment starting so you can get the most from it.
Is there is a minimum age for treatment?
The minimum age to have a treatment, Spa Day Package or Spa stay is 18 years of age.
Do you have double treatment rooms?
Our double treatment rooms are ideal for couples or friends to share their treatment time together. Please request this service on booking if preferred.
How do I redeem a Gift Voucher?
If you are redeeming a Gift Voucher, please present it on arrival at The Retreat Reception. An alternate method of payment will be required for any forgotten vouchers and of course the voucher can be redeemed on another booking at another time. Please check the expiry date on your voucher before you arrival as vouchers which are out of date cannot be honoured.
Do you take group bookings?
We welcome group bookings to celebrate special occasions and as a place to relax and unwind with friends. We do not allow your own food or drink to be brought into The Retreat however this can be purchased. Please be aware that The Retreat is a relaxing environment and please be considerate of other guests using the facilities. Group bookings can only be to a max of 8 guests and can only be booked directly with our reservations team on 01388 770600.
What is your deposit & cancellation policy?
Please note that full prepayment is required to confirm you booking.
If you do have to cancel or reschedule your appointment then please let us know more than 72 hours prior to your appointment time. If you are unable to notify us 72 hours before your appointment, then the full prepayment will be charged for late cancellation.
When I book a spa break, how do I know what time my treatment will be?
The rates shown for all of our spa breaks are based on two people sharing a double or twin room. At the time of booking, your allocated treatment time is reserved for you. Our reservations team will comfirm your booking with your allocated treatment time which will be between 1pm on your day of arrival and 12pm on your day of departure. The reservations team will also confirm which treatment you would like.
Please arrive at least 30 minutes prior to your treatment time. Unfortunately, any time lost through a late start cannot be made up.
Yes, please advise us at the time of booking if you have any allergies, ailments, disabilities, recent surgeries, high blood pressure or if you are pregnant. You will need to complete a health declaration before we can provide any treatment to you. Not all treatments are suitable for all clients so pleae disclose any concerns to us prior to your treatment starting so you can get the most from it.
We make every effort to provide a relaxing and calm environment so please ensure your mobile is set to silent for calls and notifications. If you do need to take a call, please be considerate of other clients.
Treatments are only procided to those aged 18 or over (with the exception of the Mum & Me pamper package). We respectfully ask that children are not brought into the treatment area in consideration of other clients and to ensure you enjoy the utmost relaxation.
Many of our treatments involve the removal of jewellery so we recommend that you leave this and other valuables at home or in your guest room. Lockers are provided in the changing areas, though these are not high security and your possessions are left at your own risk.
Communication with the therapists...
Your treatment is all about you. Please let us know what you like or dislike. For example, amount of light, music volume, which of the 3 music options, and if you prefer to chat or be pampered in silence, is all a matter of client preference. If you want the therapist to spend more time in a certain area, apply a greater or lesser amount of pressure, or leave something completely out of the treatment, please tell them. Questions are welcome. Our trained therapists are very knowledgable and happy to share information with you. If at any time you feel uncomfortable gor any reason, please tell your therapist so that he or she may act accordingly.
What to wear & modesty concerns...
Our goal is for you to be comfortable, so it's important that your skin and underwear are dry prior to your treatment. If modesty is an issue, please remember that our highly trained staff will ensure your complete comfort and will drape all areas of the body that are not being treated. Just speak to them about any concerns you have. Male clients should leave on their underwear, and female clients should remove their bras but leave on underwear also.