Temporary closure of our Aqua Sana Spa

Updated 2nd June 2020 | 09:00

We have made the decision to close Aqua Sana to guests who are not on a Center Parcs break until 6th September 2020. This means that we won’t be able to accept any spa day or overnight spa bookings during this time.

We are reviewing all areas of our operation, including Aqua Sana to keep our staff and guests as safe as possible and ensure we adhere to Government guidelines. We know that we have to amend timings of treatments, restrict numbers of people and also allow extra time for cleaning.  We will need to create a new timetable and programme for Aqua Sana to meet these requirements. 

For guests impacted by the closure period the information below should help answer some questions:

Is your spa visit due to commence on or before 6th September?

We’ll contact you shortly either by email or telephone call to arrange a full refund.

I have an overnight spa break booked before 6th September - what do I need to do?

Our team will contact you by telephone over the next few weeks to arrange a refund.

I have a spa day booked before 26th May – what do I need to do?

We have a new online refund solution. We’re currently working to refund guests with spa days up to 25th May. If you have a spa day reservation on or before 25th May and you’re waiting for a refund you will receive an email within the next 2 weeks.  Please keep an eye on your inbox and follow the instructions to receive your refund.

The new online refund process will work for most guests but if you don’t receive an email our team will contact you soon to process your refund.

I have a spa day booked after 26th May – what do I need to do?

Our team will contact you by telephone over the next few weeks to arrange a refund.

My spa booking date has passed and I haven’t been contacted

Please don’t worry, even if we haven’t managed to contact you before your spa booking date, you will still be able to rearrange or receive a full refund.

I’m on a Center Parcs break, will I be able to visit Aqua Sana?

We’re working on our opening plans right now and we’ll do our best to open Aqua Sana to guests who are on a Center Parcs break.  However, we need to ensure we can do this with social distancing in place and we don’t yet know if this is possible.  As soon as we have taken a full review we will contact all guests visiting on a Center Parcs break to let them know what to expect.

Can I contact you?

Our Contact Centre is currently closed which means we cannot accept any inbound calls and only make a small number of outbound calls.

We do have a small team working from home to process changes and refunds during the closure period but as the team is reduced it is taking us longer than we would like to get back to our guests. The team will also be keeping an eye on social media channels and communicating via email where possible.

I’m due to visit 7th September onwards?

If you have a future Aqua Sana booking, please do not contact us at this time to allow us to deal with guests currently impacted.

As it stands, we’re closed until 6th September, if anything changes, we will contact you directly.

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