Frequently asked questions

 

Booking:

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.

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 Spa Day booking?

If you wish to cancel a Spa Day and can do so at least 30 days before your spa day booking 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. If you cancel or just fail to arrive within 7 days of your arrival, you will be charged the full payment.

 

Can I cancel my Spa Break booking?

When you make a Spa Break booking, a contract is in place at the time of booking and is subject to Center Parcs booking terms and conditions.

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)

Between 8 and 10 weeks

50%

Between 4 and 7 weeks

75%

Less than 4 weeks

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. 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. If you wish to book additional treatments or have any questions relating to the inclusive treatment, please call us on 03448 266 205.

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. 

 

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 our spas and is free of charge. Aqua Sana is located on a Center Parcs village and, once you have passed through the Arrivals Lodge, 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 Center Parcs village. In all other locations, the car park is located near the spa.

 

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 cameras, tablets or e-cigarettes) are not used in our Spa. You would be taking electronic devices into areas of extreme temperatures and water. On the same basis, we advise guests not to use e-readers in the spa but understand that some guests, including those who are partially sighted, may need to use this option.

If you need to bring electronic devices with you, they can only be used in the 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, but understand this might not be appropriate for partially sighted guests.

 

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.

 

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 have disabled access?

All 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. Feel free to contact us to talk about your specific needs, or review our accessibility statement.

Treatments:

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.

 

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.

What to expect on your spa visit:

 

What is included in the cost of my Spa Day?

All our guests enjoy complimentary robe and towel hire, access to the Spa and access to the Spa Wellness Sessions 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.

 

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 highlighted when making your booking.

Vitalé Café Bar is available throughout the day to purchase refreshments including 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 72 hours 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.

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. 

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.

Need to get in touch:

 

If you still need to get in touch with us, you can call our contact centre on 03448 266205 or you can contact us via Twitter or on Facebook.

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