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SPA FAQS & HELP



The Spa is Open!

We’re delighted to announce that, following the easing of COVID-19 lockdown restrictions, the steady lowering of new cases in the community and the changes we've made in the Health Clubs and Spas, the majority of our Spas are back OPEN.

Watch the below video to see the changes at Bannatyne Spa. 

Individual Spa Opening Dates

NOW OPENBelfast OPENBroadstairs ◌ Bury St Edmunds ◌ Hastings ◌ Kingsford Park ◌

◌ Ashford ◌ Banbury ◌ Barnsley ◌ Blackpool ◌ Bristol ◌ Chafford Hundred ◌ Charlton House ◌ Chingford ◌ Crewe ◌ Darlington ◌ Durham ◌ Fairfield ◌ Humberston ◌ Ingleby Barwick ◌ Manchester Quay St ◌ Mansfield ◌ Milton Keynes

◌ Norwich ◌ Orpington ◌ Peterborough ◌ Shrewsbury ◌ Solihull ◌ Sutton Coldfield ◌ Tamworth ◌ Wakefield ◌ Weybridge ◌ Wildmoor ◌ York  ◌ Brindleyplace ◌ Burton On Trent ◌ Carlisle ◌ Aberdeen◌ Dunfermline ◌ Inverness ◌ Newcraighall ◌ Perth  Cardiff

If your Spa is not listed with a re-opening date please check back at a later date for an update or keep an eye on our social channels.


 We've made some changes

We have undertaken an extensive assessment of the COVID-19 infection risk to members and staff. As a result, we have made some changes to our working practices to reduce the risk as far as practicable and deliver first class, professional services. 


Spa Appointments

In order to restrict the number of people in the Spas at any one time, we will be operating at reduced capacity and using a phased approach. All appointments must be pre-booked, before you visit the Spas. Please go to www.bannatyne.co.uk/spa to book your appointment or why not download the Bannatyne App ?

We have taken the decision to reduce the number of appointments to allow appropriate sanitisation time to clean down touch points and uphold social distance measures.

Members and guests using the Hairdressers and Spa will be asked to come alone in Phase one, unless there is a need for assistance. Please bring your own personal face mask, as you will be required to wear one, where social distancing cannot be upheld. We would ask that all members and guests wear a face mask on entrance. If you forget yours, we do have these on sale at the main club Reception.

We will be operating on a phased approach.

Phase One - from 15th July

◌This will be for treatment only and not Spa Days. This will work on a pre-booked appointment system only. Treatments can be booked online and are paid for at the time of booking.

◌Please arrive having completed your Spa Lifestyle medical questionnaire online

◌Only contactless methods of payment can be used on the day eg for purchase of retail products /take away drinks

◌Ensure you are well enough to attend and are not showing any signs of COVID 19 symptoms.

◌Those who have had a booking ‘frozen’ from March 21st 2020 to the present day - you will be sent a separate booking link for you to reschedule your booking online.

Phase Two - Date TBC

◌Spa Days will be welcomed

◌These will need to be pre-booked online.

◌People who have had Spa Days cancelled due to lockdown will be sent a link automatically for re-booking. Please click on the link and go through the options and to reschedule your booking online. Use of the health club facilities is not allowed, but you will be provided with a £10 voucher to use on the day in lieu of the facilities. Alternatively, you can defer your rescheduledSpa Day until a later date when we can safely provide facility access

◌Presently, we will only be offering a limited cafe bar/ restaurant menu.

Timing

You will be asked to arrive 10 minutes before your treatment time. We will be running

on time, where possible.

If you are not able to arrive on time, we ask that you contact us; it may be that we have to reschedule your appointment.

Time will be allowed after each appointment for sanitisation of the treatment room, manicure stations, pedicure thrones and common areas of the Spa.

You will be ever-so-politely requested not to remain in the Spa longer than necessary after your appointment, but we will be offering a chance for you to purchase any recommended products on the day

Screening

At reception, we will check your skin temperature. If this is excessive, you will be asked to wait for 10 minutes and then be re-tested. Unfortunately, you will be denied entry if your temperature reading exceeds this upper limit for a second time. We ask that you please respect our team if they ask you to refrain from entering the Spa and support us in being compliant with new guidelines.

You will also be required to complete an online Spa Lifestyle/ COVID-19 screening questionnaire prior to your appointment.

PPE

You will be requested to wear a face mask in the Spa and you are requested to bring your own mask.

The therapists will be wearing visors and appropriate PPE for treatment. Disposable aprons and gloves will also be in evidence for cleaning and sanitising the areas.

Hygiene

A rigorous cleaning regime is being employed in the Spa to ensure everyone’s safety, with high contact areas being sanitised after every client visit.

Hand sanitiser is available at the front of the club and you will be asked to use it before entering and again, as you leave the club.

We ask you to avoid touching any surfaces, if possible and that you wash your hands on entering the treatment room.

Please bring the minimum of articles with you and remove all jewellery and watches, in advance.

Payment using a contactless method or by the 360 Bannatyne Wristband are the only methods of payment.

After each treatment, the utensils and products are sanitized.

The spa reception, treatment rooms, manicure and pedicure areas, products, touch points and PPE are santised to ensure that the strictest hygiene standards are upheld.

Are you at High Risk? (Clinically extremely vulnerable):

Are having chemotherapy or antibody treatment for cancer, including immunotherapy

Are having an intense course of radiotherapy (radical radiotherapy) for lung cancer

Are having targeted cancer treatments that can affect the immune system (such as protein kinase inhibitors or PARP inhibitors)

Have blood or bone marrow cancer (such as leukaemia, lymphoma or myeloma)

Have had a bone marrow or stem cell transplant in the past 6 months, or are still taking medication

Those who pose a very high risk of getting infections (such as SCID or sickle cell)

Are taking medicine that makes them much more likely to get infections (such as high doses of steroids)

Have a serious heart condition

Are pregnant

People at high risk from coronavirus should have been informed via a letter from the NHS.
If you are in the high risk group, it is not appropriate to have a face-to-face treatment at this time.

We are awaiting Government advice on when we can welcome you back into our Spas.

COVID Symptoms?

If you have symptoms of COVID-19, you must not attend the Spa. The list of main symptoms are :

◌ High temperature

◌ New, continuous cough

◌ Loss or change to your sense of smell or taste

We are excited to welcome you back to the Spa and hope that you are confident that we will be operating in very safe and hygienic surroundings.

The Bannatyne Spa Team

DID WE FREEZE YOUR BOOKING WHILST WE WERE CLOSED?

We are in the process of contacting customers who were booked to attend the spa during the period we were closed. All customers will receive an email inviting you to rebook your 'frozen' spa experience with us online in the near future.

Alternatively, please start your rebooking process HERE.

You will require:

  • Your Booking ID - you can find this on your confirmation email.
  • Your Voucher Number - this will be present on your original voucher
  • Your Mobile Number - this  must match the number you made your original booking under
  • Your Email Address - this must match the email address you made your original booking under

If you'd prefer to discuss this with a member of staff, please contact our Customer Service Team by submitting an electronic enquiry form.

Thank you for your patience - we look forward to pampering you in the near future!

BOOKING INFORMATION

What do I need to book?

If you are booking a spa day and already have a voucher please have this to hand when booking, if you do not yet have a voucher please have a debit/credit card when making a reservation online as payment is required upon booking.

Please have a couple of suitable dates in mind as all bookings are subject to availability, we recommend booking 4-8 weeks in advance for weekend dates.

If you purchased a special offer voucher on your last visit to one of our Spa's and are unable to complete your booking via our website, please contact the location you purchased the package from directly. Contact details can be found at https://spa.bannatyne.co.uk/find-a-spa

Treatment length

Please note, the treatment length specified includes collection from & to the waiting area, a consultation, undress/redress (where applicable) and 'hands-on' treatment time.

What is the cancellation policy?

Spa Days and Treatments

Bannatyne Spa operates a 48 hour cancellation/amendment policy for any Spa Treatment or Spa Day booking.

This means that up till 48 hours prior to the commencement of your experience, you can cancel or amend a booking free of charge.

You must book within the expiry date of the voucher should you choose to re-book your Spa Treatment or Spa Day.

Please check the individual terms and conditions of any promotional purchase.

All payments are strictly non-refundable, subject to the terms and conditions agreed at the point of purchase.

To check the date of validity for any Bannatyne voucher please click here.

For third party vouchers, please check individual vouchers for validity dates.

Do you need to cancel within 48 hours?

If you wish to cancel/amend within 48 hours and reschedule your appointment, there will be £10.00 payment for Spa Treatments and £15.00 for Spa Days.

Spa Breaks

Bannatyne Spa operates a 14 day cancellation/amendment policy to any Spa Break booking.

This means that up till 14 days prior to the commencement of your experience, you can cancel or amend a booking for a fee of £25.

Within 14 days, you cannot amend/cancel your booking.

Your purchase is valid for a period of 12 months from the date of purchase, allowing the opportunity to rebook this within its validity period.

All payments are strictly non-refundable, subject to the terms and conditions agreed at the point of purchase.

Please check the individual terms and conditions of any promotional purchase.

To check the date of validity for any Bannatyne voucher please click here.

For third party vouchers, please check individual vouchers for validity dates.

WHAT HAPPENS ON THE DAY?

What should I expect?

Our spas are based within Bannatyne Health Clubs. To give you an idea of what to expect please click here, facilities may differ per location. Please note, we are currently unable to offer use of the health club and wet facilities.

What should I bring?

Where applicable, please ensure to remember to bring your voucher on the day or an alternate payment method will be required.

We are currently unable to provide spa bags, robes and towels. Please bring your own if you wish to use these on the day.

Before your spa day please ensure you complete the online check-in questionnaire, which will be emailed to you 72 hours prior to attending. Reminders are also sent at 24 and 48 hour intervals prior. Electronic check-in is also available on the day, although please arrive a minimum of 15 minutes prior to ensure there is sufficient time to complete the process.

What time can I arrive?

Please check your package for any applicable restrictions. Click here to check the opening hours of the location you are attending. Please ensure you arrive in the spa at 10 minutes prior to your treatment start time.

If you are on a spa break at one of our hotels check in is from 3pm. Times will be noted on your confirmation email.

Please note, the treatment length specified includes collection from & to the waiting area, a consultation, undress/redress (where applicable) and 'hands-on' treatment time.

What should I wear?

During treatments, therapists are trained to respect client’s modesty at all times, for facials we recommend you remove your upper body clothing, for massages please leave underwear on you will be covered by a towel throughout the treatment. If you are having a spray tan please wear loose dark clothing. For pedicures please bring along a pair of flip flops or sandals.

What if I want to book extra treatments on the day?

If we have availability on the day we will happily book your extra treatments in, however we do get very busy and would suggest booking extra treatments before your visit so are not disappointed on the day. 

What about my jewellery and valuables?

Lockers are available within our health clubs, however we recommend that you leave any valuables at home, as we cannot be held responsible for any loss incurred.

What if I'm late?

Arriving late will mean that your treatment time is shortened. Your treatment will end on time so the next guest will not be delayed. The full value of your treatment will be charged. Please leave ample travel time to get to the location.

Is there car parking available and how do I get to you?

Parking is provided at some of our locations; to find out more information and for directions please click here to find the contact details for your chosen location.

Are there any age restrictions?

For spa days and breaks you must be at least 18 years old. We offer a limited range of Teen Treatments; an adult must be present in the room whilst these are performed. Teens aged 16-17 can be booked in for a Spray Tan providing a parent/guardian in is the club whilst the treatment takes place.

VOUCHERS AND GIFT CARDS

How can I buy a voucher/gift cards?

You can purchase vouchers/gift cards from our website as well as any of our Bannatyne Spas, nationwide. Click here to purchase.

What's the difference between a voucher and a gift card?

Both our gift cards and vouchers make the perfect gifts, our gift cards are posted out in a presentation envelope. The gift vouchers can be sent to yourself or a recipient instantly via email, or can be printed at home, so are perfect for a last-minute gift.

What are the postage costs?

Postage costs £1.99 for Gift Cards and £4.49 for a Gift Card dispatched in a Presentation Box. Delivery can take 3-5 working days using Royal Mail. If you have not received your order after 5 working days, please contact us.

When do the vouchers expire?

Our Vouchers and Gift Cards are valid for 12 months from purchase date. For any queries regarding the validity of your Voucher or Gift Card, please visit https://spa.bannatyne.co.uk/vouchers/check-balance

Some promotional offers are valid for a set period of time. Once this period ends if the voucher or gift card has not been redeemed, the balance will convert to a monetary amount which can be used during the remainder of the 12 month validity period.

Treatments and spa day bookings are subject to availability, so please ensure you book and attend in advance of your expiry date. Please note that we cannot extend a Gift Card/Voucher if it has already expired.

What to do if you lose your voucher

If your voucher is lost/stolen, please contact us immediately so we can try to help you before your voucher is redeemed without your knowledge.

THIRD PARTY VOUCHERS (Groupon, Wowcher, Red Letter Days, Buyagist, Spabreaks.com, Spaseekers) 

How do I book my third party voucher?

Select third party vouchers can be redeemed online. Please click here to see if it's available for your voucher. Alternatively, you may complete our online enquiry form. Please ensure you include the voucher details as we need to take some information from the voucher. Please also have in mind a couple of possible dates that you can attend the Spa, so that we can check availability for you. Our helpful team will reply with all the details about what time to arrive and what to bring on the day.

How do I book my BuyAGift Smartbox?

Smartboxes cannot be booked online. Please complete our online enquiry form and one of our team will contact you to make your booking. Please also have in mind a couple of possible dates that you can attend the Spa, so that we can check availability for you. Our helpful team will reply with all the details about what time to arrive and what to bring on the day.

I've made my booking but want to change my booking, what should I do?

When you make your booking we redeem your voucher with the third party company. Once a date is confirmed, this action is completed and you are then committed to a booking with Bannatyne Spa. Your voucher cannot then be refunded or exchanged with the third party company. You can change the date of your booking for a Spa Day without charge as long as it is outside of our 48 hour cancellation policy. Within 48 hours, this is subject to an administrative fee.

Do you need my voucher?

Yes, your voucher is your payment method and we need to take this from you at the Spa so please ensure you bring a copy along with you.

My voucher has expired can I still book?

Unfortunately as your voucher is from a third party, we cannot accept a booking with an expired voucher. You would need to contact the relevant third party company to see if they could help extend your voucher.

NEED SOME MORE HELP?

Contact us via our electronic enquiry form. Alternatively, please contact your local spa.

Medical Contraindications

Medical Conditions, Allergies and Contraindications

If you have any allergies, ill health, a particular medical condition or are pregnant we advise you to speak to your GP prior to arrival to ensure you can use the Spa facilities, services and treatments. In some instance we may require written confirmation from your Doctor.

The set of guidelines below is not an exhaustive list and only serves to highlight some of the main medical indicators where the use of the facilities, services or treatments may not be advised:

Cancer

Heart condition/pacemaker

High or low blood pressure

Diabetes

Epilepsy

Thrombosis

Varicose veins

Kidney or liver condition

Thyroid condition

Nut allergy (please note that some Elemis treatments contain nuts)

All treatments booked and "hands-on" time are subject to medical status. We reserve the right to refuse treatments if we feel it is not in the best interest of the client, especially if there has been surgery within the last 3-6 months. We will endeavour to offer an alternative treatment to the client if any risk is presented by the medical consultation feedback.

We have 'The Power Of Touch' (TPOT)/Wellness for Cancer therapists qualified in treating clients who may be undergoing treatment for cancer and other conditions.