The Spa Terms and Conditions

The Terms and Conditions for users of The Spa at Low Wood Bay. Please make reference to these terms before your visit to the spa.


Terms & Conditions


Contact Details:

Call us, email us or come visit us. Our Spa team are on hand between 9:30am and 8pm daily to answer your queries and help with your booking.

Telephone:0333 2203


Please book your day well in advance to avoid disappointment. Full payment is required at the time of booking by Credit/Debit card or a valid gift voucher number. We do not reserve bookings without payment. Additional treatments and any other goods or services taken on the day must be paid for prior to departure. All bookings are subject to availability and our ‘Cancellation Policy’. All prices include VAT and are per person.

Prices & Packages:

Check preferred dates for SPA break availability, other B&B packages can be displayed on dates when SPA breaks are not available and do not include Spa access.

Prices and packages are subject to change without notice.

The Spa and The Snug treatments do not include access to indoor and outdoor Thermal Spaces or Health Club facilities.

Spa Gift Vouchers:

Please ensure that you bring your redeemable gift voucher with you to present on arrival. If full or part payment for your visit is by gift voucher, this will become void if you fail to arrive. All other cancellation charges are shown under our ‘cancellation policy’. However, we will be pleased to hold the balance of the value of the voucher for future use. Please note that all Spa Gift Vouchers have a 12 month expiry from the date of issue.

About your Health:

Kindly advise us of any health conditions, allergies, medication or injuries that may affect your choice of Spa Treatments when making your reservation. If you have undergone surgery in the last 6 months you should seek medical advice from your Doctor or Consultant as to the suitability of your chosen treatment. Please note, our team have the right to refuse any treatment should they feel unable to perform it safely, due to a medical contravention. Our team will be happy to discuss any special requirements you may have and advise on which treatment will be most suitable for you.


We have specially designed Spa Treatments for expectant and nursing mothers. Please allow our Spa Team to guide you in selecting which treatments are most suitable for you during this special time. We do not recommend you use the Thermal Cabins or Hot Tubs during your pregnancy. If you are in any doubt about having a treatment during your pregnancy, please ensure you check with your GP prior to making your reservation. Please be aware that you will not be able to have any treatments in the first Trimester (12 weeks) of your pregnancy.

Age Requirements:

The minimum age requirement for Spa treatments or use of the indoor and outdoor Spa facilities is 16 years.

Group Bookings:

The Spa is a place of relaxation and enjoyment for all and we know that some of the most memorable Spa experiences are with a group of friends. To provide the best possible experience for all, we limit all group bookings to a maximum of 12 persons at any time.

Our Therapists:

The Spa has both male and female Spa Therapists. Please advise us at the time of booking if you have a preference. We may not be able to change your therapist on the day.

Help us help you get the best from your spa experience

Arrival Times:

We would advise that you arrive 30 mins prior to your first Spa Treatment to allow sufficient time to check-in, change into your robe, complete our therapist consultation and allow our Spa Host to familiarise you with The Spa. As a courtesy to all our guests we do operate a prompt appointment schedule. A late arrival may mean that your treatment time is reduced or that we are unable to honour your booking. Please note that in such cases, no refunds will be made.

What to Bring and Wear:

For your comfort, towels and robes are provided for use during your day. Please note, to reduce waste we do not provide complimentary flip flops or single use / disposable slippers.  To support the sustainability of our Spa, we ask all our guests to bring their own flip flops, alternatively you may purchase a pair in the Spa to take away with you.  Hotel guests are welcome to arrive in their bedroom robe but due to the inherent wet nature of the Spa, we do not recommend the use of hotel slippers in any of the Thermal areas.

Robes and towels remain the property of The Spa and are fitted with discreet security tags. Robes can be purchased at the end of your visit if you wish if you wish to take these home. Please bring appropriate swimwear if you intend using the indoor or outdoor thermal experiences and swimming pools. Please note it is not unusual for swim wear to fade or jewellery to tarnish due to the required levels of chlorination to keep the water safe.  The Spa will not accept any responsibility for the deterioration of clothing or jewellery as result. Please do check your swimsuit care instructions and remove all jewellery before using the facilities. 

Electronic Devices:

We want you and fellow guests to embrace your surroundings, relax and enjoy some down-time. For your convenience Wi Fi and charging points are available in the Spa, but we ask that you mute your electronic devices and refrain from taking calls. Filming and photography is not permitted in and around the swimming pools or changing areas. The use of electronic smoking devices is not permitted within any of the inside or outside spa areas.


Lockers are available for your personal use during your visit. No responsibility can be accepted by the Company for the safety of money, valuables or personal belongings brought to the Spa, whether placed in a locker or not. If you do bring valuable items, it is essential that they are covered by your own insurance. The Company will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, to our guests, their property and belongings, unless it is solely due to negligence of the Company or its employees.

Spa Day Timings

Please note, the time you have selected is just a guide to which thermal session you would prefer to be on. To ensure that all our guests have the best possible experience we carefully schedule arrival times for each session.  You will be notified of your final arrival time within 24hours of making your booking.

If you would like to discuss particular times, please do call the spa team direct on 0333 2203 106 and we will be happy to help.

Spa Day Lunch & Wood Fired Afternoon Tea Scheduling

Please be aware that both the Lunch and Wood-Fired Afternoon Tea start from 12 noon. The Lunch finishes at 3pm and the Wood-Fired Afternoon Tea finishes at 4.30pm, your meal will be scheduled within these times.

If you would like to discuss particular times, please do call the spa team direct on 0333 2203 106 and we will be happy to help.

Drinks Advice:

Hot and cold beverages including alcohol may be purchased and consumed in and around the Spa. We request that you show full consideration towards the associated health and safety risks, as well as your fellow guests and our staff at all times, and refrain from excessive, noisy or disruptive behaviour.

Dietary Requirements:

We are more than happy to plan and cater for dietary requirements as long as you take time to notify us at the time of booking.

Hotel Guests:

Guests of the hotel get complimentary access to the indoor Health Club at Low Wood Bay. However, our indoor and outdoor spa facilities as well as treatments are additional extras for all guests (unless booked on one of our spa break packages) and should be booked separately before arrival.

We would recommend booking as early as possible before your visit to ensure there is availability for your chosen spa day or treatment.

Cancellation Policy:

We appreciate that not everything goes to plan all of the time, and wherever possible we will do our utmost to accommodate your circumstances. However to avoid disappointment, please be aware of the following terms, which apply to all bookings.

Non arrival without notice: Full payment kept

Cancellation within 7 days of arrival date: Full payment kept

Cancellation between 7 and 30 days of arrival date: 50% kept

Cancellation with more than 30 days before arrival date: 25% kept

Alterations to bookings: £10 administration fee (Applicable up until 7 days prior to the arrival date)

For Health and Safety reasons we may decide to restrict the use of our outdoor facilities due to adverse weather conditions. These along with any mechanical or electrical breakdowns on the premises are usually beyond our control, although we will try to reconvene services as soon as possible. No refunds will be given in any such instance unless any such breakdown is due to the negligence of the Spa or its employees.