Terms & Conditions
Payment
Hawkstone Hall & Gardens accepts payment by credit/debit card (VISA, MasterCard,
American Express).
We no longer accept personal cheques or cash.
When booking Advance Purchase Packages, full payment will be taken at the time of booking.
Room prices
Room prices are per room, per night and are inclusive of VAT. Meals are not included in the room price, unless otherwise stated.
Hawkstone Hall reserves the right to review its room prices from time to time. You will pay the room price as quoted at the point of room reservation. Note that quoted room prices at Hawkstone Hall may change up to the date of your arrival. Some hotels may charge a supplement during key events and periods of high demand.
Reservations
Bookings will be reserved with a valid credit or debit card.
Full payment for accommodation and pre-booked packages will be made on arrival at the hotel, however, Advance Purchase rates will be charged at time of booking.
If you decide to shorten your stay you must inform us by 12.00 on the day prior otherwise you will be charged the cost of one night’s accommodation and requested packages per room booked.
A debit / credit card used must have an expiry date that is valid after the date of stay.
You can pre-book breakfast, however we do not offer early or late checkin.
Particular requirements
Children are classed as such up to the age of 12.
Family Rooms sleep up to 2 adults, 2 children. The layout of all our rooms is explained when booking over the phone and is described when booking online, as the configuration may differ between Hotel locations.
Z Beds/camp beds suitable for children up to 12 years.
Cots are available upon request at no extra charge and are subject to availability.
We do offer accessible bedrooms which are specially adapted for customers with disabilities. For more information contact the hotel directly.
Hawkstone Hall will make every possible effort to ensure that our guest’s requirements are met, however all rooms are subject to availability. We apologise in advance if your particular requirements cannot be met.
Non-smoking policy
All of our hotels have a No-Smoking policy within the premises. Smoking anywhere inside the premises will result in a £300 fine. Smoking is permitted in designated outdoor spaces.
Reservations with Pets*
Only domestic pets that have been added to your booking are permitted to stay with you during your stay. You can add this on as part of the booking process but you must contact the hotel directly.
There is a limit of one pet per room. This is to ensure that there is an appropriate amount of space in the rooms to safely exit in case of an emergency. Additional pets may be requested, this must be confirmed with the hotel ahead of your stay and is subject to management approval. Please contact the hotel directly to request this, including the total number of animals, type, and size.
Pets are permitted in specific areas. You must not leave animals unattended in any rooms or public areas at any time. Dogs must be kept on leads in public areas at all times.
It is expected that guests tidy up after their pets, this includes but is not limited to the room, communal hotel areas and outside the hotel. Hawkstone Hall reserve the right to charge a deep clean and/or maintenance fee on check out should this be required. If any of the rules above are not adhered to, the Hotels reserve the right to terminate the guests stay and decline future stays should this be deemed necessary.
Guide, assistance, and hearing dogs are exempt from access limitations and stay fees, however cleaning charges may apply if appropriate. Please notify the hotel in advance that you are intending to bring such a dog with you.
Cancellations
Your right to cancel:
Rooms may be cancelled free of charge up to 2pm the day before arrival, unless otherwise stated in your contract.
If you cancel a reservation within 24 hours of your arrival, you will be charged the total price of your reservation.
Some promotional packages are non-refundable and this is stated at the time of booking.
Our right to cancel:
We may cancel your reservation if an event outside of our control (including industrial action, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case, we will contact you to let you know as soon as possible and:
- If you have already paid for your room, we will refund your payment to you.
- If you have not yet paid for your room, you will not have to make any payment to us.
Spa Terms & Conditions
1. General Information
1.1. The Spa at Hawkstone Hall (“The Spa”) provides a range of treatments and services designed for relaxation and wellbeing.
1.2. These Terms and Conditions apply to all guests visiting The Spa, booking treatments, or purchasing products or services. By making a booking or entering The Spa premises, you agree to be bound by these terms.
1.3. The Spa is located at Hawkstone Hall & Gardens, Marchamley, Shrewsbury, Shropshire SY4 5LG.
2. Bookings and Appointments
2.1. All treatments must be booked in advance and are subject to availability.
2.2. A valid credit or debit card is required to secure all bookings, and pre payment is required.
2.3. Group bookings and exclusive use of The Spa may be arranged upon request and are subject to separate terms.
2.4. Please arrive at least 15 minutes before your scheduled treatment to allow time for consultation and relaxation.
3. Cancellation and Rescheduling Policy
3.1. We kindly request at least 24 hours’ notice for all cancellations or rescheduling of appointment
3.2. Cancellations made within 24 hours of your appointment will incur a 100% charge. Same-day cancellations or no-shows will incur a 100% charg
3.3. Group bookings or packages may require longer notice periods. Please check your specific booking confirmation for details.
4. Health, Medical, and Consultation
4.1. Guests must complete a health and wellness consultation form before receiving any treatment.
4.2. It is your responsibility to inform your therapist of any health conditions, injuries, allergies, or medical treatments that may affect your spa experience.
4.3. We reserve the right to refuse treatments if we believe they may be unsuitable for medical or health reasons.
5. Age Policy
5.1. The minimum age for spa treatments is 18 years.
6. Arrival and Conduct
6.1. Please arrive in good time for your treatment. Late arrivals may result in a shortened treatment time with no reduction in price.
6.2. Guests are expected to conduct themselves respectfully toward staff and other guests. Disruptive or inappropriate behaviour will not be tolerated.
6.3. Mobile phones should be switched off or placed on silent during your visit to maintain a peaceful environment.
7. Pregnancy and Special Requirements
7.1. We offer specially designed treatments for expectant mothers in their second or third trimester only.
7.2. Please inform us at the time of booking if you are pregnant or require any special assistance so we can tailor your visit accordingly.
8. Spa Products and Retail
8.1. All products purchased from The Spa are non-refundable unless faulty.
8.2. Advice given by therapists regarding products is for general guidance only and not intended as medical advice.
9. Gift Vouchers
9.1. Spa gift vouchers are valid for 12 months from the date of issue, unless otherwise stated.
9.2. Vouchers are non-refundable and cannot be exchanged for cash.
9.3. Lost or stolen vouchers cannot be replaced. Please treat them as cash.
10. Liability and Loss
10.1. The Spa is not liable for any loss or damage to personal belongings.
10.2. Guests use the spa facilities at their own risk. We recommend that you seek medical advice before undertaking any spa treatments or using thermal facilities.
10.3. Nothing in these terms shall exclude or limit liability for death or personal injury caused by negligence.
11. Right to Refuse Service
11.1. The Spa reserves the right to refuse or discontinue any treatment or service, at its discretion, if deemed inappropriate or unsafe.
11.2. Any guest under the influence of alcohol or drugs will be refused entry or service and may be asked to leave the premises.
12. Changes to Services and Pricing
12.1. All treatments, services, and prices are subject to change without prior notice.
12.2. We reserve the right to amend these Terms and Conditions at any time.
13. Privacy and Data Protection
13.1. All personal information collected during the booking and consultation process is handled in accordance with our Privacy Policy, which is available on request or via our website.
13.2. Your data will only be used for the purposes of your visit or for promotional communications if you opt in.
14. Complaints and Feedback
14.1. We aim to deliver the highest standard of service. If you are dissatisfied with any part of your experience, please raise your concerns with the Spa Manager during your visit.
14.2. Formal complaints may be submitted in writing to:
Spa Manager, Hawkstone Hall & Gardens, Marchamley, Shrewsbury, Shropshire SY4 5LG or via email at [email protected].
Contact Us
For questions, bookings or further information, please contact:
01630685242
[email protected]
hawkstonehall.co.uk
Cancellation Policy
1. Individual Appointments
Cancellations or rescheduling requests made 24 hours or more before your appointment will not incur any charge.
Cancellations made within 24 hours of your appointment will incur a 100% charge of the full treatment value.
Same-day cancellations, no-shows, or missed appointments will be charged at 100% of the treatment value.
2. Spa Day Packages / Multiple Treatments
For spa day bookings, including packages or multiple treatments, 72 hours’ notice is required for cancellation or rescheduling.
Cancellations made within the 72-hour window will incur a 50% charge.
Cancellations or no-shows within 24 hours will be charged in full.
3. Group Bookings (3 or more guests)
A minimum of 7 days’ notice is required for cancellation or amendment of group bookings.
Cancellations made within 7 days will incur a 50% charge.
Cancellations or no-shows within 48 hours will be charged at 100% of the booking value.
4. Late Arrivals
If you arrive late for your appointment, we will do our best to accommodate you within your scheduled time. However, your treatment may be shortened to avoid impacting other guests.
Late arrivals will still be charged at the full treatment price.
5. Cancellation by The Spa
In the unlikely event that we need to cancel or reschedule your appointment due to unforeseen circumstances, we will notify you as soon as possible and offer an alternative time or a full refund if applicable.
6. How to Cancel or Reschedule
To cancel or reschedule your appointment, please contact us:
1630685242
Cancellations are only valid once confirmed by a member of the spa team.
7. Gift Voucher Bookings
If your appointment was made using a gift voucher and you cancel outside the required notice period (see above), the applicable fee will be deducted from your voucher balance.
If you do not attend your appointment or cancel within 24 hours, the voucher will be redeemed in full.
We thank you for your understanding and cooperation.
This policy allows us to deliver the best possible service to all of our guests.