FAQs for Aqua Sana

MAKING A BOOKING

When I search online it says there is no availability. Can I still book online?
If there is no availability on line for your chosen package, please search for a different date or a different Village. We have a range of packages available and the availability can depend on what is included. Just because your chosen package is not available it does not mean you will not find another suitable alternative or, if you are flexible, you can look at other dates. We are often quieter midweek and during the daytime so availability should be better at these times.

Why are many of your packages for 2 people?
Like many other Spas, we offer a range of “for 2” packages from time to time which have been created to provide extra value for guests coming in multiples of 2. However, we do still have a lot of packages available to be booked for 1 (and multiples of 1). We do listen to feedback and are constantly reviewing our range of packages but if you wish to attend as a 3, you can always take advantage of a “for 2” package and add on a package for 1 for the extra guest.

Can I make a booking for 1 person?
There are a range of packages available for 1 person (i.e. Spa Day, Twilight Spa, Top to Toe Relax Day) and you can book these for 1 person or more. There are a range of special value “for 2” packages and these can only be booked in multiples of 2 but if you wish you attend as a 3 or 5, you can always book a “for 2” and then book add on a package for 1 for the extra guest.

How soon after booking will I receive a confirmation email?
You should receive a confirmation email within 24 hours or earlier, depending on whether you have made your booking online or with the Contact Centre. If you have not received email confirmation within 24 hours, please ring 03448 266205. Before ringing, take a look in your email spam or junk mail file in case our email has been diverted there by your email system.

Can I change my booking?
You can change a Spa Day booking at least 7 days prior to arrival. If you only change the booking once, this is free of charge. If you then need to make any additional date changes this will incur an admin fee of £2. If you want to change your arrival date, the new arrival date can only be within 12 weeks of your original arrival date.

When you make a Spa Break booking, a contract is in place at the time of booking and is subject to Center Parcs general terms and conditions which can be found at

You may change your booking for any reason provided the change is made 10 weeks or more before your start date, subject to availability and an amendment charge to cover our administration costs. You may only change your start date once and you must select your new start date within 8 weeks of requesting the change.

Can I cancel my booking?
If you wish to cancel a Spa Day and can do so at least 30 days before your arrival date you will receive a full refund less a 5% admin fee. If you cancel within 7 – 30 days this will incur a 50% cancellation payment. Sorry but if you cancel or just fail to arrive within 7 days of your arrival, you will be charged the full payment.

When you make a Spa Break booking, a contract is in place at the time of booking and is subject to Center Parcs general terms and conditions which can be found on our website.

You may cancel your break at any time. However, a fee will be charged as follows:

Number of weeks before arrival that notification is received Cancellation charge as % of total break cost
More than 10 Full deposit due (greater of £30% or £75)
More than 8 but not more than 10 50%
More than 4 but not more than 8 75%
4 weeks or less 100%

 

Can I book just a treatment?
You can only book a treatment if you have already booked a Spa Day, a Spa Break or a Luxury Spa Break with us or if you are already staying on any of the Villages as a Center Parcs guests. Unfortunately, we do not accept bookings for treatments only.

Can I choose what treatments are included in my Spa package?
All treatments included in packages are as stated on the website and will be booked in for you automatically by our team as soon as you make the booking. On some of our packages you do have a choice of treatments and you can select which option you wish at the point of booking. If you wish to book additional treatments or have any questions relating to the inclusive treatment, please call us on 03448 288 205.

OUR SPA

What is the minimum age in the Spa?
The minimum age for access to the Spa is 14 years but any guest under the age of 18 must be accompanied by a paying adult. Spa Day guests must be 18 years or over to make a booking and Spa Break guests must be 21 years or over to make a booking. However, we do have a range of Express treatments that can be enjoyed from 11 years of age, when accompanied by an adult over 18 years of age.

Are children allowed in the Spa?
As is the case for most Spas, children under the age of 14 are not allowed in the spa. A visit to our Spa will allow you to focus on you. This is your time to escape and relax. Why not call in a favour and make sure someone is looking after your children so we can look after you.

Will I be shown around the Spa?
On arrival, you can ask reception or a Spa Host for a tour of the Spa. This is especially useful if it is your first visit as we have over 15 different Spa Experiences in each Spa.

Do you have your own parking facilities?
Parking is available on site at all of our Spas and is free of charge. Aqua Sana is located on a Center Parcs Village and, once you have passed through the Village gatehouse, you will be directed to the Car Park. It is worth pointing out that if you are visiting Aqua Sana Whinfell Forest, there is a 10 – 15 minute walk to the Spa on signposted paths across the Center Parcs Village. In all other locations, the car park is located near the Spa.

If I book a Spa package, do I have access to Center Parcs facilities as well?
If you book a Spa Day or other Spa session that does not include an overnight stay, you are making a booking at Aqua Sana and are not a Center Parcs guest. You may use the restaurants and retail outlets on the Village during the period of your visit, subject to availability and additional charges. However, for capacity and safety reasons, the Subtropical Swimming Paradise and all other activities are unfortunately not available for your use. We don’t think you will want to leave the Spa anyway.

If you book a Spa Break (i.e. overnight stay), then you may use Center Parcs facilities for the duration of your visit with us, subject to availability and additional charges if applicable.

Can I use a mobile phone or other electronic devices in the Spa?
We try to maintain a sense of relaxation and calm in our Spa and whilst we are not a retreat, we do ask that mobile phones and other electronic devices (such as MP3 players, cameras, e-readers or e-cigarettes) are not used in our Spa. You would be taking electronic devices into areas of extreme temperatures and water but if you need to bring them with you, they can only be used in Spa reception area and then should be left in your locker during your stay. We do provide magazines in our relaxation areas and sometimes, on old fashioned paperback makes a nice change.

If I have a medical condition or am pregnant, who should I mention this to?
There are details on our website (under terms of booking) relating to spa and treatment advice for medical conditions or pregnancy but it is important, if you are in any doubt at all, that you seek medical advice and provide written evidence from your GP to say you are fit to enjoy a specific treatment or the Spa experiences. Before you attend for treatment, you will be asked to complete a medical questionnaire but if you are in doubt when booking you are advised to talk to the Contact Centre or the reception team on arrival at the Spa. The sooner you raise your concerns, the more likely we will be able to adjust our treatment or your package to fit your needs.

What should I wear in the Spa?
Most of our guests will arrive for the day in casual dress and enjoy the day with us in their swimwear and a robe. Please bring slippers or flip flops but if you forget, they can be purchased in the Spa. Remember, if you are attending for Mii Tanning wear something loose and dark and for a pedicure, it might be useful to wear flip flops or sandals.

Do you have disabled access?
All of our Spas have disabled access but the amount you can use will depend on what Spa you visit and your personal situation. For example, all of our Spa pools have pool hoists and some experience rooms allow full access for wheelchairs but our team will be able to give you clearer and more specific advice if you know which Spa you will be visiting. Please talk to our Contact Centre when making your booking about your specific needs.

I am pregnant, what experience rooms can I use in the Spa?
Whilst pregnancy is a great excuse to take the weight off your feet and have some valuable “me time” there are some things to consider if you wish to make the most of your visit. Each Spa has a different range of experiences but you should avoid heat experiences that raise your body temperature. These could cause you to dehydrate or overheat which can be dangerous for you and your baby, so it’s best to stay out of steam rooms, saunas and hot water for a while. You may use the gently heated outdoor pool but avoid using the massage jets.

Whilst many of our spa experiences do involve heat, with over 15 spa experiences in each Spa, you will still find areas in our Spa that you can enjoy and places where you can just chill out and relax. If in doubt please talk to our Spa team and they will help you make the most of your visit. If you are within the first 12 weeks of your pregnancy, we would advise you to talk to your GP before making a booking.

Do you offer discounts for group bookings or hen parties?
We do not offer particular discounts for groups or parties so please just look at the packages on offer at the time of booking. We want you to enjoy our Spa with friends and family and are happy to look at any special requests you might have to make your stay more enjoyable but a Spa visit is a special day for everyone whether they have something to celebrate or not. It is important that all our guests enjoy their time with us – relaxing, escaping the real world and being pampered.

We have recently opened a special room at Longleat Forest, The Hideaway, which is specifically designed to accommodate groups from 6 – 12 and you can find information on this facility on our website.

OUR TREATMENTS

Can I book a treatment online?
If you book a Spa Day online then yes, you can browse our range of treatments and add a treatment to your basket before you check out. If you wish to book additional treatments at a later date, you have two other options. You can complete the treatment enquiry form or call our Contact Centre on 03448 266205. Either way, we are sure it will be worth it. We have an extensive range of treatments to suit your needs and, as they are very popular, we do advise you to book in advance to avoid disappointment. To book a treatment, you will need your SPA reference number and have already booked a Spa Day or Spa Break with us.

How do I book a treatment?
When you book a package with a treatment included, the treatment is booked for you by our team. If you book a Spa Day on line, you can book a treatment before you check out. If you wish to book additional treatments at a later date, you can call us on 03448 266205 or you can complete the treatment enquiry form.

Can I book treatments without booking a Spa Day or Break?
Unfortunately, you can only book a treatment if you have already booked a Spa Day or a Spa Break with us or if you are already at any of the Villages as a Center Parcs guests. We do not accept bookings just for treatments for external guests.

Can I choose what treatments are included in my Spa package?
All treatments included in packages are as stated on the website and will be booked automatically by our team as soon as you make the booking. On some of our packages you do have a choice of treatments and you can select which option you wish at the point of booking. If you wish to book additional treatments or have any questions relating to the inclusive treatment, please call us on 03448 266 205.

Can I request my treatment time?
Treatments that are included in packages are booked by the team in the Contact Centre and may be booked anytime between 10.00am and 6.00pm on a Spa Day, Spa Break or Luxury Spa Break. If you would like to request a treatment at a specific time, you can always call the Contact Centre on 03448 266205 and they will try their best to accommodate your request. Remember, treatments are popular and subject to availability so please get in touch as soon as you can.

When do you recommend I book my treatments?
We would recommend you book treatments as far in advance as possible in order to ensure getting the particular treatment or time you prefer. You can make treatment bookings at the same time as booking a Spa Day online or by calling us on 03448 266 205.

Should I arrive earlier than my treatment time?
We recommend you arrive 10 minutes prior to your appointment to allow you time to complete the brief medical questionnaire.

Do I need to fill in a medical questionnaire?
Yes, all guests having treatments are required to complete the medical questionnaire. Even if you have attended before, your situation or circumstances might have changed and we need to ensure we have the latest information before carrying out a treatment.

I have a medical condition, should I mention it to anyone?
If you have a medical condition, please make sure you mention it when you make your booking. Some treatments may not be appropriate for you. Before your treatment, you will also be asked to complete a medical questionnaire.

Do you have X treatment available at X Spa?
In general, the majority of treatments are available at all of our Spas but if in doubt, full details of what treatment is available where is on the website under the section marked treatments (on the left hand menu) or under each Village (on the header bar).

What do I need to wear during my treatment?
We will provide robes for you to wear within the treatment area so you will use the changing areas and lockers provided. During treatments men must wear swimming trunks or shorts and women must wear either briefs or swimsuits. Paper briefs are available for use during body wraps and treatments to ensure you don’t get product on your swimsuit or underwear.

Can I ask the therapist to adapt the treatment?
If you wish your therapist to adapt the pressure of a massage by making it firmer or lighter let them know. If you want the temperature or lighting adjusted, please tell them. If you want to have a conversation or enjoy the treatment in silence, it’s all up to you. Just talk to your therapist and feel free to ask questions.

I am staying at Center Parcs and have booked a treatment. Can I use the spa afterwards?
If you wish to use the Spa before or after your treatment, you can book a Spa session. 3 hours Spa sessions are available throughout the day, every day for Center Parcs guests. These can be booked through the Contact Centre or through the Center Parcs online booking system.

YOUR SPA DAY

What is included in the cost of my Spa Day?
All of our guests enjoy complimentary robe and towel hire, access to the Spa and access to the Spa Seminars but because all packages are tailored to meet different needs of our guests, the details of what is included is clearly marked on the website before you go through to make a booking.

How much does it cost to hire a robe and a towel?
Hire of robe and towels is free of charge. We do not provide slippers so you can either bring your own or they are available to purchase for £1.

What do I need to bring on a Spa Day?
At Aqua Sana we want all our guests to feel at ease so all you really need to bring is your swimwear and something for your feet – slippers or flip flops. We provide guests with a robe and towels and toiletries and hairdryers are available in the changing rooms.

What time can I arrive at Aqua Sana for my Spa Day?
This varies according to the package you have purchased but, in general, the times are:

Spa Day Arrival 9am Departure 6pm
Morning Escape Arrival 10am Departure 2pm
Teatime retreat Arrival 2pm Departure 6pm
Twilight Taster Arrival 4pm Departure 9pm

 

Can I use Center Parcs facilities on my Spa Day?
Center Parcs is not open to day visitors and you are an Aqua Sana guest on your Spa Day. So whilst you can use the restaurants and retail outlets on Village, during the hours of your Spa Day and subject to availability, you do not have access to the Subtropical Swimming Paradise.

What are the refreshments on offer in your Spa Day packages?
Every package is different and the details of what is included are on the website but in general, a full day Spa Day package will include welcome refreshments on arrival and lunch in Vitalé Café Bar. For part day Spa packages, if food is included it will be clearly stated. Vitalé Café Bar is available throughout your stay to purchase additional refreshments include hot and cold drinks, hot and cold food and a selection of pastries and cakes.

What if I have special dietary requirements or any food or related allergies?
Please just get in touch on 03448 266205. The sooner you let us know of your special requirements, the sooner we will be able to ensure you can still make the most of your time with us. We have a wide variety of food and beverage options and should be able to provide a suitable alternative where 72hrs prior notice is given. With regards to allergens, you can always ask for details of allergens contained within our products when you are in Vitalé Café Bar. Please let us know of any allergies each time you dine with us so that we can make sure appropriate precautions are taken when we prepare your meal.

I am booked for a Spa Day on a Monday, Arrivals Day, is there going to be a queue?
There may be a queue at certain times on a Monday and a Friday as we are welcoming guests to Center Parcs but this should not cause any issues for you visiting for a Spa Day. If you find yourselves waiting in a queue, please make yourself known to a member of the team at the gatehouse and we will ensure you do not miss any of your Spa Day with us.

YOUR SPA BREAK

What is included in the cost of my Spa Break (overnight stay)?
As with Spa Day guests, our overnight guests enjoy complimentary robe and towel hire, access to the Spa and access to the Spa Seminars, overnight accommodation, breakfast, lunch at Vitale Café Bar and a £20 voucher each towards the cost of an evening meal, which can be taken at any restaurant on the Village. Again, we offer Spa Breaks (at Sherwood Forest and Longleat Forest) and Luxury Spa Breaks (at Woburn Forest and Longleat Forest).

How much does it cost to hire a robe and a towel?
Hire of robe and towels is free of charge. We do not provide slippers so you can either bring your own or they are available to purchase for £1.

What time can I arrive at Aqua Sana for my Spa Break?
This varies according to the package you have purchased but, in general, the times are:

Spa Break Arrival 9am Spa Departure 6pm (on day of arrival, one day access)
Spa Break Escape Arrival 9am Spa Departure 6pm (on day of arrival, one day access)
Luxury Spa Break Arrival 9am Spa Departure 6pm (on day of arrival, two day access)

 

Can I use Center Parcs facilities on my Spa Break?
If you are staying overnight, you have a Spa Suite, a lodge or an apartment and therefore you do have access to all of the Center Parcs facilities subject to availability and any additional charges that apply.

What time do we have to leave my accommodation when our Spa Break is over?
For Spa Break and Spa Break Escape (at Sherwood Forest or Longleat Forest), we ask our guests to vacate their accommodation by 10am on the morning of departure. This gives us time to get the room ready for the next guests. It is not necessary for you to check out, you simply leave your key in the box next to the departure barrier. You can then stay on Village for the rest of the day.

For a Luxury Spa Break (at Woburn Forest or Elveden Forest), we ask our guests to vacate their accommodation by 12pm on the day of departure. This gives us time to get the room ready for the next guests. It is not necessary for you to check out, you simply hand your key back in at the Spa Suite reception or to Spa reception. You can then stay in the Spa or on Village for the rest of the day.

What are the refreshments on offer in your Spa Breaks?
For a Spa Break or Spa Break Escape (at Sherwood Forest or Longleat Forest), you will receive welcome refreshments on arrival, lunch in Vitalé Café Bar and breakfast. You will also receive a £20 voucher each towards the cost of a meal at any of the restaurants on Village during your overnight stay.

For a Luxury Spa Break (at Woburn Forest or Elveden Forest), you will receive welcome refreshments on arrival and lunch in Vitalé Café Bar (on day of arrival or day of departure) and breakfast on day of departure. You will also receive a £20 voucher each towards to cost of a meal at any of the restaurants on Village during your overnight stay.

Can I change the inclusive treatment offered? Inclusive treatments have been chosen for you due to their popularity and also to ensure we can offer a variety of treatments in our range of packages. Your inclusive treatment will be booked for you by our team when you make your package booking. If you do want to look at options to change or upgrade your treatment, please call us on 03448 266 205, but just be aware that it is not always possible to provide an alternative treatment.

OUR FOOD & DRINK

What refreshments are available in your Spa?
Vitalé Café Bar is available for the exclusive use of Spa guests. Vitalé Café Bar is available throughout your stay to purchase refreshments include hot and cold drinks and alcoholic beverages. We also offer a range of hot and cold dishes including paninis, pasta and salads. For those who want a real treat, there is also a wide selection of pastries and cakes.

What are the refreshments included in your Spa Day packages?
Every package is different and the details of what is included are on the website but in general, a full day Spa Day package will include welcome refreshments on arrival and lunch in Vitalé Café Bar. For part day Spa packages, if food is included it will be clearly stated. Vitalé Café Bar is available throughout your stay to purchase additional refreshments include hot and cold drinks, hot and cold food and a selection of pastries and cakes.

What are the refreshments included in your Spa Breaks?
For a Spa Break or Spa Break Escape (at Sherwood Forest or Longleat Forest), you will receive welcome refreshments on arrival, lunch in Vitalé Café Bar and breakfast. You will also receive a £20 voucher each towards the cost of a meal at any of the restaurants on Village during your overnight stay.

For a Luxury Spa Break (at Woburn Forest or Elveden Forest), you will receive welcome refreshments on arrival and lunch in Vitalé Café Bar (on day of arrival or day of departure) and breakfast on day of departure. You will also receive a £20 voucher each towards to cost of a meal at any of the restaurants on Village during your overnight stay.

GIFT VOUCHERS

I have received a gift voucher for a specific Spa Day or Break. How do I use it?
To use your Spa Day or Spa Break gift voucher, just call the Contact Centre on 03448 266 205 and make a booking for your chosen date. We will ask for your voucher code and make the booking – it is as simple as that.

My gift voucher is about to expire and I haven't used it yet. Will I be able to extend the validity of my gift voucher?
It may be possible for us to extend the validity of your gift voucher, however we cannot guarantee this. Please contact us directly to check if we can offer an extension.

I have received a monetary gift voucher. How do I use it?
We are currently reviewing our options for providing and redeeming monetary vouchers to make it easier for you to use. In the meantime, however, these vouchers can be used towards payment for a Spa Day or Spa Break by calling the Contact Centre on 03448 266205. If you book early enough in advance of your visit, the Contact Centre will provide you with a booking reference. You then send the vouchers in and we will confirm the booking when we receive the vouchers. If you are booking close to your intended visit, you will still need to pay on credit or debit card and we will refund you when we receive the vouchers.

These vouchers can also be redeemed at the Spa directly if you are a Center Parcs guest wishing to use them for a Spa session or treatment.

CONTACT US

I have feedback to share with the Spa, how can I best do this?
We need to know what you think about us and your experience at our Spa so if you have any feedback, you can always share your experiences on twitter, Facebook or place a review on Trip Advisor. We read everything you write about us and reply if appropriate. Or you can email us at aquasana.enquiries@centerparcs.co.uk. If, however, you have a genuine complaint or an issue that needs a formal response, then please do get in touch with guest services at Guest Services Executive, Center Parcs Ltd, One Edison Rise, New Ollerton, Newark, NG22 9DP.

I have a query about my booking, want to book a treatment or have a query about a treatment who do I need to talk to?
Please ring us on 03448 266 205 and one of our team will be able to help you.

I have a complaint, who do I contact?
We are sorry to hear you have a complaint or are unhappy about any aspect of our service. Ideally you will have brought any issues to the attention of a member of staff or Guest Services whilst you were with us. If, however, you raised an issue which you feel was not resolved, please write to us at: Guest Services Executive, Center Parcs Ltd, One Edison Rise, New Ollerton, Newark, NG22 9DP within 28 days of your visit.

How do I get to the Spa?
The address of the Spa is available in the Contact section on the website and the details will also be on the confirmation email you received on making your booking. Each of our 5 Spas is based on a Center Parcs Village. All of our Spas have parking on site and are easily accessible.

How do I hear about any offers or your latest news?
You can follow us on twitter @AquaSanaSpa, like us on Facebook at www.facebook.com/aqua.sana.1 or sign up to our newsletter by completing the form on our website at www.aquasana.co.uk