Terms and Conditions

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Check In and Check Out

Check In is from 3pm onwards and rooms must be vacated by 11am.

The Registration Form at check-in must be signed by the person who is responsible for the reservation and who must be 18 years old or over.  By signing this form you enter a contract with the hotel and accept responsibility for all charges occurred during this stay.  In the event a third party has initially confirmed payment for any charges but fails to settle the account, you confirm responsibility settlement of all charges accordingly. 

The Hotel reserves the right to decline check-in for any reason at its absolute discretion.

The Hotel also reserves the right to terminate any letting / usage of its facilities if it has reason to believe that the continued occupation of the Bedroom, Cottage or Apartment may be detrimental to the well-being of other occupants at Eastwell Mews or detrimental to the business interests of the Company. 

No refunds will be given if the occupation is terminated under the above or if the occupant decides upon early departure.

Leisure Facilities 

The above rates include the free use of the extensive Leisure Spa facilities at The Champney Health Spa, the all weather tennis court and our Petanque pitches whilst you are a resident of Eastwell Manor Hotel. The outdoor heated swimming pool is also available during the summer months.  Children (age 16 and under) can use the indoor pool from 8.30am – 10am & 4.30pm – 6pm. 

Guests staying on a Bed & Breakfast or Dinner, Bed & Breakfast basis only have access to the spa facilities daily from 5pm - 9pm and 7am - 10am.

The outdoor heated swimming pool is open from 7.30am until dusk during the summer months. Towels for use in the swimming pools can be obtained from Champneys Spa reception and residents are asked not to use the towels that are provided in the cottage or bedroom.  Only persons included in the hiring agreement / residents may use the swimming pools. There is no lifeguard on duty at the pools.  For reasons of safety, children of 16 years and under must be accompanied by a capable adult.  Diving and Ball Games are not permitted in the pools. Unless confirmed differently in writing, treatments in Champney Beauty Spa and the use of the Golf Course are charged at advertised rates. 

Other Facilities 

All Mews accommodation have communal entrances. Guests will have access to a small launderette within Eastwell Mews. The drying or airing of clothes outside the cottage or the windows of the Manor House bedrooms is not permitted.

Complimentary WiFi is available in all bedrooms, meeting rooms and most public areas.

Whilst all endeavours are made to have all leisure facilities, WiFi and other facilities operational at all times, technical faults of these facilities may occur.  In such circumstances, no refund or discount can be claimed due to such malfunctions.  We will endeavour to inform you about any foreseeable disturbances prior your stay.   
 

Health & Wellbeing

Your health and well-being is our paramount concern. We feel that you are the best person to be in control of your health. We ask that you seek professional medical advice about any conditions or concerns you have and act appropriately on this advice, even if it means not undertaking exercise, a treatment or class. We ask that you let us know if you feel unwell for any reason whilst on our premises so we can help. We request that you read and take on board any instructions information or notifications about use of equipment or the contraindications for specific treatments.  

Consumption of own Beverages 

The hotel does not allow the consumption of own beverages (wine, beer, spirits or soft drinks etc) in its Restaurants, Bars, Functions Room or Grounds. Only beverages purchased from the hotel may be consumed.

Valuables & Guest Safes 

All bedrooms are equipped with a safe, which can be programmed with individual codes.  We suggest the use of these safes for any valuables, cash, travel documents, credit cards etc. 

The hotel has a strict policy to adhere to the Hotels Proprietors Act 1956 (see below)

Hotel Proprietors Act 1956

Loss of or Damage to Guests’ Property 

Under the Hotel Proprietors Act 1956, an hotel proprietor may in certain circumstances be liable to make good any loss of or damage to a guest’s property even though it was not due to any fault of the proprietor or staff of the hotel. 

This liability however— 

a)     extends only to the property of guests who have engaged sleeping accommodation at the hotel; 

b)     is limited to £50 for any one article and a total of £100 in the case of any one guest, except in the case of 

         property which has been deposited, or offered for deposit, for safe custody; 

c)     does not cover motor-cars or other vehicles of any kind or any property left in them, or horses or other live 

        animals. 


This notice does not constitute an admission either that the Act applies to this hotel or that liability thereunder attaches to the proprietor of this hotel in any particular case.

Tips and Gratuities 

Service charges and tips are distributed between all members of staff. 

Travel Insurance / General Insurance 

We recommend that all guests or event / wedding organisers take out an appropriate insurance against cancellations of bedrooms or events.  Personal circumstances cannot be taking into account as reasons to avoid contractually and above mentioned cancellation charges.   

Children and Extra Beds 

A limited number of bedrooms with a bunk-bed are available.  Extra beds (fold away / Z-beds) are charged at £50 per bed per night.  These extra beds are not suitable for adults or children over the age of 12 years. Cots for Babies (up to the age of 2) are provided free of charge. 

Some rooms cannot be equipped with an extra bed or cot.  Please check with the reservation office at the time of booking. 

Children (age 16 and under) can use the indoor pool from 8.30am – 10am & 4.30pm – 6pm. Babies (age 3 and under) are not allowed in the indoor pool, Jacuzzi, hydropool, sauna or steam room at any time. Children (age 16 and under) must be accompanied by a capable adult at all times.   

Please note, 14-16 year olds must be accompanied by an adult at all times including during treatments which will be performed by a same sex therapist. However, they will not be permitted for any electrical treatments or intimate waxing.

Smoking 

It is not permitted to smoke in any bedrooms, corridors or bathrooms.  Furthermore, it is not allowed to smoke in other enclosed area of the Eastwell Manor Hotel and all associated restaurants, bars, leisure facilities or other public areas.

Dress Code

In the Manor

Our preferred dress code for our Manor Restaurant for lunch and dinner is smart, with a collared long-sleeved shirt for gentleman (jacket preferred).

No sportswear, denim, shorts, three-quarter length trousers or trainers are permitted at lunch or dinner but are acceptable at breakfast.

In Champneys Health Spa

A stay at Champneys is all about comfort, so wear something you feel happy to lounge around in, most people opt for leisure or gym wear. However, once you're in the resort towelling robes are provided for you to wear during the day, with many guests choosing to wear a swimsuit underneath. It is a good idea to bring more than one swimsuit so you can change into a dry one after your swim. Towelling robes can be worn to breakfast and lunch, but smart/casual dress is required for your evening meal. If you wish to visit the gym or attend fitness and relaxation classes we suggest bringing two pairs of trainers; one for indoors and one for outdoors. Please note, a deposit is held for the robe but is refunded when the robe is returned at the end of your stay.

Car Park, Roads and Grounds 

Cars are parked at the owners risk. Usage of roads on the Eastwell Manor estate is to be made in accordance with the Highway Code and the shown speed limit must be adhered to.  It is the owners responsibility to report any incidents, accidents and damages to cars, equipment etc. to the police. 

Dog Policy 

Only one well behaved dog is permitted and only in the Mews Cottages (Standard Rooms).  Dogs are charged at £10 per dog per night.  There is no charge for Assistance Dogs (such as for the blind, visually impaired, deaf or hard of hearing). 

Dogs will not be permitted in the swimming pool enclosure, leisure facilities or Manor House.  Dogs must be kept on a lead at all times when in the grounds of Eastwell Manor. 

It is the owner’s responsibility to ensure that the dog does not disturb fellow guests, damage the property or other incidents.  Any damage or claims due to the action of the dog have to be covered by the dog owner.  This includes refund claims of fellow guests to the hotel due to noise from the dog.

Gift Cards and Gift Vouchers

Gift cards are not cheque guarantee, credit or charge cards.  Valid activated cards and vouchers are redeemable in full or part payment for merchandise in any Champneys resort, Hotel, City Spa and online at champneys.com with the exception of Champneys online shop.

Champneys gift cards or vouchers cannot be exchanged for cash or used to purchase other gift cards or vouchers including spa package vouchers.

The minimum amount required to activate a gift card is £10.00 with no maximum card limit.  Only gift cards purchased at £250 or more will be packaged in a Champneys gift box.

All gift cards and vouchers are valid for 24 months from the date of purchase after which they expire and cannot be extended or refunded.  No change can be given on redemption but the balance will remain on the card until the date of expiry.  Any balance remaining on the date of expiry will be deducted the following day.

Gift cards and vouchers can be redeemed against new bookings, treatments and add ons only.  If the amount can only cover part payment a credit or debit card will be required to pay the remaining balance to secure the booking at the time of the gift card redemption.  Gift cards may be exchanged for goods of a higher price than the value stored on the card provided alternative payment is made of the difference.

Gift cards cannot be used against:

Existing bookings

Conferencing

Weddings

Club membership

Gift cards cannot be used on our online product shop (https://shop.champneys.com).

Champneys cannot be held liable for cards, once activated, which are subsequently lost, stolen or damaged. Champneys is not responsible for any unauthorised use of these cards.

For balance enquiries please call 0843 316 2222. Gift cards cannot be returned or refunded, except in accordance with your legal rights.

Champneys reserves the right to amend these terms and conditions from time to time if Champneys considers it is reasonable and necessary in all the circumstances to do so. (e.g to change the scope of the gift card, service, notify of the services withdrawal or in the event of circumstances beyond Champneys control.) Any such change and action to be taken as a result will be notified to customers in advance in all resorts/City Spas and online.

Gift card promotions

20% EXTRA FREE

20% extra free on gift cards is only valid on multiples of £50.

Gift cards are valid for 2 years.

This offer is available from 9th November until 21st December 2020. Gift card purchases made after the 21st December will still be possible, however 20% extra free will not be applied.

This offer is not available with experience gift cards or vouchers and applies to new purchases of monetary gift cards only.

Loyalty / Return Vouchers

Champneys is proud to operate a loyalty/ return voucher scheme which can be purchased on departure from your resort after a day or stay.

Our loyalty/ return vouchers are valid for 6 months from the date of purchase after which they revert to their monetary value for 6 months and then expire.  The vouchers cannot be extended or refunded.  No change can be given on redemption but the balance will remain on the voucher until the date of expiry.  Any balance remaining on the date of expiry will be deducted the following day.

Our loyalty/ return vouchers can be exchanged at Champneys Health Resorts as stipulated on the front of each voucher is not transferable for cash.  Loyalty/ return vouchers can be redeemed against our loyalty offers and promotions or against any other offers and promotions across Champneys for their monetary value.

Loyalty vouchers cannot be redeemed against:

Treatments

Products

Existing bookings

Conferencing

Weddings

Club membership

Loyalty voucher bookings will be limited in numbers at peak times e.g school holidays and bank holiday weekends, there we recommend booking early.

Single room supplement and weekends supplements apply if applicable and are payable in advance.

Reservations

Book with confidence - Spa days and stays booked after 1st June 2020, for arrivals between 31st July – 31st December 2020 are fully refundable in the event of our resorts having to close due to Covid-19 restrictions.

All bookings can be made either online at www.eastwellmanor.co.uk or over the phone with our Reservations team at 0843 561 2019.  You must be over 18 to make a booking.

All bookings require full payment to secure your booking.  In the event of non-payment for whatever reason Eastwell Manor may refuse admission.  On payment an email confirmation will be sent out to the lead guest on the booking, please check the details on the confirmation carefully.  If any details are incorrect or need to be changed please inform our Reservations Team as soon as possible.

Any amendments made to your booking are subject to availability and an amendment charge of £10 per person to cover our administration costs (any amendments made within 24 hrs of booking will not incur an administration cost).  Amendments can only be made by the lead guest on the booking unless the lead guests advises otherwise. Amendments can be made up to 24hrs of the arrival time stated on your booking confirmation.  No changes can be made within 24hrs of arrival time and cancellation charges as outlined below will be applied.

Please be aware that any change in date may involve a change in price of your day/ stay and an amendment charge being payable.  If the price payable is the greater than the original cost payment will need to be made at the time of the amendment.  No difference will be refunded except where the change of date results in a lower price.

If you choose to cancel your booking please contact us as soon as possible however a fee will be charged as below:

Residential:

More than 90 days prior to arrival – 10% per person

Within 60-90 days of arrival – 25% per person

30 – 60 days of arrival – 50% per person

7 – 30 days -  75% per person

7 days – full amount due

Day:

More than 90 days prior to arrival – 10% per person

Within 60-90 days of arrival – 25% per person

30 – 60 days of arrival – 50% per person

7 – 30 days -  75% per person

7 days – full amount due

Your booking is secure once we have received the required payment in full and a confirmation has been sent out to you.  This should be within 24 hours of payment being made and if you do not receive a confirmation within these timescales please contact us straight away.

The most up to date pricing is shown on our website.  Any prices shown on our website, quoted by our team and on any communications are subject to regular review and change.  The agreed price for your day/ stay will be quoted when you make a reservation and will be shown on the confirmation.  Any pricing shown on our website or other communications are subject to review and can change throughout the day.  Any fluctuating prices will not be reflected on your secure booking and no refunds or credits will be given in the event they fluctuate lower than your secured booking.  All packages and treatments are subject to availability.  Eastwell Manor reserves the right to withdraw spa treatments, packages and offers at any time.

We have the right, at our sole discretion to refuse to secure any reservation.  Where we have indicated that we will not accept a booking or your presence within our resorts we reserve the right to cancel any bookings you have made or refuse entry.  If we do so we will refund any payment made but no compensation will be given.

We have the right to cancel your booking, or to instruct you and your party to leave the premises immediately, without compensation or refund should your behaviours not comply with to our terms relating to behaviour and conduct.

We reserve the right in exceptional circumstances (force majeure) to offer an alternative resort as a destination, date of stay or place a reservation on hold.  We can also offer monetary value vouchers in lieu of a booking cancelled by Eastwell Manor.  If we have to cancel a booking due to (force majure) we may offer a full refund to the payee if we deem appropriate.  No refund will be given for early departure unless caused by significant acts of negligence on the part of Eastwell Manor or its employees. 

Cancellation Protection

We are pleased to be able to provide a cancellation and curtailment protection for £9 per person that can be applied to protect your monies paid. Our cancellation and curtailment protection refunds all your deposit or full payment made (except the protection charge) if you have to cancel due to:

You or a member of your party is called for Jury Service or as a witness in a court of law.

A fire, flood or storm occurs at your home or the home of a member of your party within 14 days of date of arrival or during the course of your visit, which makes your home uninhabitable.

A burglary occurs at your home or the home of a member of your party within 14 days of date of your arrival or during the course of your visit.

You or a member of your party serving in the HM Forces is subject to an unforeseen posting (other than arising from war or similar hostilities); and you are prevented from commencing your visit.

You or a member of your party, or close relative suffers a serious incapacitating (and at the time of making your booking not pre-existing) illness, accident or death. 

If payment or part payment is made by a voucher, the voucher will be replaced for an identical voucher as the voucher redeemed for the booking, for a further year's redemption period, if appropriate under the conditions of the cancellation and curtailment protection scheme.

Treatment Bookings

All treatment bookings can be made either online at www.eastwellmanor.co.uk or over the phone with our Reservations team at 0843 561 2019.  You must be over 18 to make a booking.  We recommend booking treatments as early as possible before you visit.  Eastwell Manor does not guarantee treatment availability at any time.

All bookings require full payment on booking to secure your treatment.  On payment an email confirmation will be sent out to the email address provide, please check the details on the confirmation carefully.  If any details are incorrect or need to be changed please inform our Reservations Team as soon as possible.  All treatments are subject to availability and all prices are subject to revision. 

If you choose to cancel your treatment booking please contact us as soon as possible however a fee will be charged as below:

Within 7 days of treatment date – 50%

Within 24 hours of treatment – 100%

Your treatment booking is secure once we have received the required payment in full and a confirmation has been sent out to you.  This should be within 24 hours of payment being made and if you do not receive a confirmation within these timescales please contact us straight away.  In some circumstances Eastwell Manor may need to change the times of your treatment and or the therapist.  In these circumstances we will try and inform you.  Please note Eastwell Manor uses both male and female therapist that can be booked on preference however is always subject to availability and cannot always be accommodated.

Inclusive treatments are not transferable and are non-refundable.

You must be over 16 to attend one of our treatments.  If you are under 18 you must also be accompanied by an adult during your treatment.

 

Meetings, Events and Weddings:

Terms and Conditions will be applied to all Conference/Events and Wedding bookings, please contact the hotel for full details.

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