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Frequently Asked Questions
When do you plan to visit us?
Please read and understand the below information before your visit to The Spa at Carden.
If you are having an individual treatment, we recommend that you arrive at The Spa at Carden reception at least 30 minutes prior to your scheduled appointment to allow sufficient time to check-in, change into your robe, complete your individual consultation and allow our team to familiarise yourself with the spa. A late arrival may mean that the scheduled time is reduced or unable to be honoured. The cancellation policy will still apply.
Please note, The Spa at Carden is accessible to over 18s only.
Appropriate swimwear is obligatory within the wet area. Upon arrival we will provide you with a wristband for your own personal locker; within which you will find a robe, towel and a pair of flip-flops. Robes remain the property of the spa but the flip flops are yours to take away with you. Guests are not permitted to bring their own food or drink into the spa. We recommend removing all jewelry when you begin your spa day, we do not take responsibility for losses or damages to personal property.
The wearing of robes is limited to the spa and spa gardens. Robes are fitted with a discreet security tag to prevent them being taken into the hotel.
Our ethos is around nature and well-being; to preserve the tranquillity of The Spa at Carden we request that all guests use silent mode on mobile phones and refrain from taking calls. Filming and photography is not permitted in the changing areas. Smoking and the use of electronic smoking devices are not permitted within any of the indoor or outdoor spa areas. It’s nice to catch up with friends but we do ask that when you are enjoying the relaxation rooms and treatment corridor that you keep your voice to a whisper.
Some of the treatments that we offer are not suitable for guests with certain medical ailments and conditions. Therefore we ask that you draw our attention to this prior to your arrival in the spa. We do offer specially designed treatments for guests living with or recovering from cancer and other serious conditions. Please allow the team to guide you in selecting which treatments are most suitable for you.
Alcohol may be purchased and consumed around the spa. Please be aware that we operate a challenge 25 policy and should you be lucky enough to look younger please remember to bring proof of age to the spa when you visit. Only alcohol purchased within the spa facility may be consumed in the spa facility. We request that you show full consideration towards risks as well as your fellow guests and staff and refrain from excessive, noisy or disruptive behaviour. We reserve the right to refuse you alcohol and / access to facilities. Guests purchasing additional food and beverage will be asked for payment at the time of ordering. Dinner on residential packages is to be taken in Redmond’s or The Vines; full details of your dinner allocation can be found in your confirmation.
We are more than happy to plan and cater for dietary requirements as long as you give us adequate notice and in advance of your arrival.
Please be aware that when you book an individual treatment it allows you access to the relaxation rooms before and after your treatment but does not allow you access to the Spa Garden and Thermal Experiences. Your treatment time as advertised includes consultation and after care as a complimentary service.
Day Packages must be paid for in full at the time of booking. This is non-refundable unless a cancellation or change of date is made 7 days in advance.
Each Spa Experience comes with a 7 day cancellation policy, however for as little as £20.00 per person the Flexible Booking Plan gives you the ability to defer your visit to an alternative date up to 48 hours prior to arrival. You can do this once and the amendment must be made with our reservations team. When selecting an alternative date the package price may change due to seasonality. The Flexible Booking Plan must be selected at the time of booking and is non-refundable.
Individual Treatments must be paid for in full at the time of booking. This is non-refundable unless a cancellation or change of date is made 7 days in advance.
Group bookings of 8 or more will require a contract and a cancellation policy will be as stated as per the contract’s terms and conditions.
Promotional Packages must be paid for in full at the time of booking. This is non-refundable and non-transferable.
Please note if you are booking within 24 hours of arrival – payment will be required in full by chip and pin at Spa Reception.
For health and safety reasons we may decide to restrict the use of our outdoor facilities due to adverse weather. These along with mechanical or electrical breakdowns are usually beyond our control although we will always try to reconvene services as soon as possible. No refunds will be given in such instances.
All lost property found on the premises should be handed in at Spa Reception. Items will be stored for four months. If they are not collected within this time they will be donated to local charities. Liquids, under garments and hair brushes are kept for 24 hours only. Please be advised all valuables are left at their owner’s risk and The Spa at Carden will not be held responsible for any losses or damage.
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