Terms & Conditions / FAQs

 

SenSpa opening hours
Monday – Sunday 07:00 – 20:00

Hotel check In: 15:00
Hotel check Out: 11:00

 

Health
If a guest or member are currently pregnant, have unmedicated high/low blood pressure, heart condition, have had a lymphatic disorder, or have any other medical condition SenSpa advises guests to consult their doctor before using hydrotherapy or undertaking any spa treatments. If guests have epilepsy, please avoid the experience showers as the lightning function uses a strobe light.

 

Medical
All guests & members will be required to fill in a medical disclaimer form, prior to using any spa facilities or services. Guests are responsible for monitoring their own condition during any level of activity. SenSpa are not responsible for any harm suffered as a result of taking part in any activity, unless it is caused by our negligence. If guests experience any unusual symptoms, immediately stop any physical activity and tell a member of staff.

 

Payment
All prices are quoted in pounds sterling (GBP). Prices are confirmed at the time of booking. The price agreed and/or paid at the time of booking will apply to that booking and will not be amended if our prices subsequently increase or decrease. If a guest amends any part of their booking (including but not limited to date, time, treatment, duration, package, or number of guests), the booking will be re-priced at the current rates applicable on the date the amendment is made. Promotions, discounts, membership rates, special offers or packages introduced after a booking has been made are not retrospectively applicable to existing bookings. Only one offer or discount may be applied per booking and offers cannot be combined with any other promotion, voucher or concession unless explicitly stated. All spa prices include VAT at the prevailing UK rate unless otherwise stated.

 

Payment & Guarantee Policy:
All Spa Day reservations require full pre-payment at the time of booking. Spa Breaks require a deposit equivalent to one night’s stay at the time of booking unless otherwise advised. Exceptions may apply during holidays, special events or conventions. All reservations must be guaranteed with a valid debit or credit card. SenSpa does not accept non-guaranteed reservations. We reserve the right to cancel any reservation where payment or guarantee details are not successfully processed.

 

Cancellation policy:

Spa Day & Experience Bookings
Cancellations made more than 48 hours prior to arrival will receive a credit for the full amount paid. Credits are valid for 12 months from the date of issue and are non-refundable. Cancellations made within 48 hours of arrival will incur 100% cancellation charges.

 

Treatment Bookings
Treatments cancelled within 24 hours of the scheduled appointment time will incur the full treatment charge.
Failure to attend a booked appointment, spa day, or treatment without prior notice will result in the full charge being retained.

 

Rescheduling
Requests to change or reschedule a booking within the applicable cancellation period will be treated as a late cancellation and full charges will apply. Late Arrivals
Late arrival may result in reduced treatment time to avoid inconvenience to other guests. The full booking price will still apply.

 

Package Elements
Spa Day and Spa Break Packages are sold as a complete experience. Individual elements of a package (including treatments, dining or facility use) cannot be cancelled separately, refunded, or exchanged for monetary value.

 

Credits
Credits issued are non-transferable, have no cash value and cannot be exchanged for a refund. Vouchers & Offers Gift Vouchers are valid until the expiry date shown and must be presented at the time of booking.

 

Vouchers

Cannot be exchanged for cash
Cannot be used in conjunction with any other offer unless stated
Do not guarantee availability and bookings remain subject to reservation and cancellation policies. If a booking made using a voucher is cancelled outside the cancellation policy, the voucher will be deemed redeemed.

 

Child Policy:
Children under the age of 16 are not permitted to use the Health Club which includes the Swimming Pool, SenSpa facilities and Zen Garden Restaurant. Children aged 16 or 17 are welcome to have treatments as long as they are accompanied by an adult.

When staying over night at Careys Manor hotel, Children aged 1 and under stay free in the room. Children aged 16 and under will incur a charge of £35 per night including breakfast for a Z bed in Knightwood or Oakwood Garden Room. Children over this age are considered an adult. The hotel can accommodate families in interconnecting rooms but we regret we cannot provide rollaway beds. Cots are available on request.

 

Pets policy:
One dog is permitted in some ground floor bedrooms but not to be left unattended. Pets are not allowed in the spa, restaurants or public areas. Guide dogs welcome.

 

SenSpa Etiquette 

The following information has been produced to ensure that all guests are assured of a comfortable and enjoyable experience on each and every one of their visits. Although detailed, it is anticipated that the majority of guests will find little need to refer to them after the first reading. They do however allow the management of the spa to provide the best possible service standards for all.

We aim to provide a safe, caring and peaceful environment with our committed trained staff and excellent facilities. Please take note of the guidance given here and follow any directions given by our staff.

 

Mobile Phone Policy
SenSpa is a mobile-free spa. Please avoid using a mobile phone in the building. If you need to be contactable for an emergency, please put your phone on a silent setting.

 

Age
Persons 16 years of age and over only may use the spa facilities.

 

Smoking
Please note that SenSpa has been designated as a non – smoking environment.

 

Zen Garden Restaurant
Only food and drink purchased on site may be consumed on the premises.

 

Photography
Use of cameras is not permitted in the spa.

 

Use of Fitness Activities, Classes and Hydrotherapy
All guests and members are advised not to undertake strenuous physical activity or use the hydrotherapy spa and thermal treatment rooms, for which they may be medically unfit. We employ qualified instructors who will try to take account of individual needs, however, members, guests and visitors who have any reservations about their physical condition should seek the advice of their doctor or have a medical check up before embarking on any of the classes or activities.

 

Special Needs
If you have any special requirements, dietary, medical or physical, please notify our staff who will be pleased to assist or advise. Disabled access is provided via the SenSpa entrance, the lift in the Zen Garden Restaurant and there is a disabled bathroom. A hoist is available for the swimming pool and hydrotherapy pool. The following facilities are accessible to wheelchairs: ground floor hydrotherapy facilities, the spa’s Zen Garden restaurant, relaxation and quiet rooms, gymnasium, swimming pool, Thai Temple studio, treatment rooms (massage couches are height adjustable). All the facilities are open to disabled users.

Facility Availability SenSpa reserves the right to alter or withdraw any facility, treatment, or service without prior notice where necessary for maintenance, health & safety, operational reasons, or circumstances beyond our control.  The temporary unavailability of individual facilities (including specific thermal rooms) does not entitle guests to a refund.Where the core spa experience is materially impacted (for example, full closure of the hydrotherapy pool for the majority of a guest’s booked facility-use period), SenSpa may, at its discretion, offer a suitable alternative session or a credit.

 

Lockers & Personal Belongings

Lockers are provided as a convenience only.  Guests are advised not to bring valuables into the spa. SenSpa accepts no responsibility for loss, theft, damage, or liability for unattended items for guests’ personal belongings. Items left unattended within the premises are done so at the guest’s own responsibility.

 

Instructions
Guest’s attention is drawn to the instructions for the use of the equipment and facilities provided. No liability can be accepted for any injury or loss caused by the failure to follow these instructions.

 

Conduct

Senspa is committed to providing a safe, respectful, and professional environment for all guests and staff. The management reserves the right, at its absolute discretion, to ask any guest to leave the premises whose conduct is deemed offensive, disruptive, unsafe, or inappropriate to other guests or members of staff, or which may otherwise be injurious to the reputation, standard or operation of SenSpa. In these circumstances, no refund or credit will be given.

 

Opening hours

Opening hours, treatment availability, facilities, and schedules may change due to operational requirements. Where changes are necessary, SenSpa will make reasonable efforts to notify affected guests. Such changes do not entitle guests to a refund where the overall spa experience remains available.

 

Health and Safety

Management reserves the right to restrict access to certain facilities on occasion that Health & Safety may be at issue. No glass, food or crockery to be taken into the poolside or hydrotherapy areas, gym or studio. Plastic cups and mugs are available for use in these areas. The pools and wet areas are unsupervised and are used at guests’ own risk. The swimming pool is 1.1 metres at the shallow end and 1.45 meters at the deep end, pool depth signs are displayed within the pool hall. The hydrotherapy pool is 1.35 metres deep. Every guest is strictly required to shower before entering any of the pools. 75% of bacteria is removed by simple showering. Running, jumping or diving are not allowed In the event of an emergency, there are identifiable pool alarms within the pool hall to raise the alarm

 

Clothing
We kindly request that members and guests wear appropriate clothing at all times, which includes wearing swimwear in the hydrotherapy pool, poolside areas and thermal treatment rooms (e.g. sauna and steam rooms etc.) Appropriate footwear should be worn in the gym and for fitness classes. Please bring your own non-slip pool shoes to wear in wet areas. Or you can purchase a pair at spa reception. Hotel slippers are unsuitable for wet areas.

 

Therapists & Treatments

All treatment times stated represent the total time allocated for your appointment.This includes consultation, preparation, aftercare advice, and changeover between guests. The hands-on treatment time may therefore be shorter than the total appointment duration. Guests are advised to arrive at least 15 minutes prior to their scheduled treatment time to allow sufficient time to complete health forms.Late arrival may result in a reduced treatment time to avoid inconvenience to other guests. The full treatment price will still apply.

 

Therapist Requests

We will make every reasonable effort to accommodate requests for a specific therapist; however therapist allocation cannot be guaranteed. On occasion, due to illness, operational requirements, annual leave, or unforeseen circumstances, we may need to substitute a therapist or adjust the treatment schedule.In such cases, a suitably qualified alternative therapist will be provided. This will not entitle guests to a refund or cancellation outside the standard cancellation terms.

 

SenSpa Boutique

Gift Vouchers can be exchanged for merchandise at SenSpa by phone on 01590 623551, and in any SenSpa store in the UK. Gift Vouchers cannot be exchanged or refunded for cash. Gift Vouchers can be used towards the purchase of goods at a higher price than its face value upon payment of the difference. SenSpa is under no liability for replacement or refund should vouchers be lost, stolen, damaged or destroyed whether they have been redeemed or not. Furthermore, we reserve the right to refuse any vouchers that have been modified, damaged or defaced. Gift Vouchers are only valid with a unique serial number on the reverse.

 

Conformity of goods

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

 

 

Stock availability

We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active. However, occasionally an item will be out of stock and if this is the case this will be highlighted in the shopping basket. Customers can choose to receive a single delivery if some items in the order are out of stock, please tick the box to request a single shipment in the checkout delivery page. The stock status for the order will also be shown on the order confirmation.

 

 

Your right to cancel

Customers have a right to cancel the order in writing within seven days of receipt and receive a refund of all charges. The customer will then need to return the item(s) either to one of our stores (except concessions in department stores) or by post. Parcels returned by post are returned at the customer’s own cost.

 

 

Gift service

We will endeavour to wrap the item as requested. Some items are too large and we will not be able to gift wrap them. Where customer’s have asked us to use only one box or bag we will endeavour to do so, however, if the items will not fit and we have to use more than one, customer’s will be charged for each box/bag used.

 

 

Prices

All prices quoted on this website are accurate at the time of publication, are quoted in pounds sterling and where appropriate are inclusive of UK sales tax (VAT) at the current rate. If the order is being despatched to a destination outside the European Union (EU) then the sales tax will be zero. If the order is being sent to a member state of the EU then the selling price will include VAT. The customer will be responsible for the payment of any customs or import duties levied once the package reaches the destination country.

 

 

Disclaimer & limitations of liability

SenSpa does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members, agents, directors or employees or for any fraudulent misrepresentation. To the fullest extent permitted by law and save as provided above, neither SenSpa nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of SenSpa or any of its members, agents, directors, employees or otherwise) for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of this website, the supply of the products or their use or resale by you.

The limitations of liability in these conditions shall apply equally for the benefit of SenSpa and any other associated company of Myst Hotels & Resorts Ltd as if references to SenSpa included references to each such associated company.

While SenSpa uses reasonable endeavours to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and SenSpa will not be responsible for any errors or omissions or for the results arising from the use of such information.While Senspa takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be interruption or error free and will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.

Further, SenSpa will not be responsible nor liable for your use of any other websites which you may access via links within this website. SenSpa does not control these websites and is not responsible for their content. Any such links are provided merely as a service to users of this website and their inclusion in this website does not constitute an endorsement by or affiliation with SenSpa. The entire liability of SenSpa under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

SenSpa will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

SenSpa may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific permission in writing of SenSpa.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

 

 

Copyright and trademark

The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of SenSpa or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited save that you may:

Copy, print (one copy only) or download extracts of the material on this website for the sole purpose of using this website in good faith for domestic purposes or placing an order with SenSpa; and

Copy, print (one copy only) or download the material on this website for the purpose of sending to individual third parties for their personal information provided that you do seek no commercial advantage or benefit from so doing and you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

 

 

Law and territory

These Terms and Conditions and your use of our website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.

 

 

Our details

SenSpa, Lyndhurst Road, Brockenhurst, Hampshire, SO42 7RH

Company Registration Number 623417.
VAT Registration Number 369 9577 71

If you can ’t find what you are looking for please email relax@senspa.co.uk  or phone 01590 624 467 and our team will be happy to help you.

 

 

FAQs