Refund Policy

Before cancelling a booking you should check to see if you are entitled to a refund. In most circumstances, any deposit or payments paid are forfeited if you cancel. Please check the cancellation policy of your booking to see if you are entitled to a refund.

Once a refund request has been received, the process will take 2-4 weeks to complete and the refund will be returned to the original payment method.

Please note that we do not offer partial or full refunds for facilities such as the wellness suite being unavailable or the pool being booked.

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If we cancel your reservation..


We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:

  • you do not pay us when you are required to do so; or
  • you break the contract between us in any way.

If the cancelled reservation is due to either of these reasons then you may not be entitled to a refund and any deposits paid may be lost - please refer to your contract for further information.

If your reservation is cancelled due to events outside our control

We may cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your booking available to you. In this case we will contact you to let you know as soon as possible and:

  • if you have already paid for your room, we will refund your payment to you or you can rearrange your booking; or
  • if you have not yet paid for your booking, you will not have to make any payment to us.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.