As a courtesy to other Spa guests and our therapists, please advise cancellation over 48 hours prior to booked treatment time to avoid a 100% charge. A credit card number, advanced payment, or gift certificate number is required at the time of the booking. For spa packages or bookings for 2 guests or more guests, we require a 72-hour cancellation notice. Groups and bridal parties will require a non-refundable 50% deposit at time of booking. Some treatments/offers/packages/parties have a notice period greater than 72 hours and additional terms and conditions. Where applicable this is highlighted for the specific appointment type. We do not provide refunds for cancelled or missed appointments. Cancellations can be advised in writing or by contacting the hotel reception.
ATTENDING YOUR APPOINTMENT
Please arrive 10 minutes prior to any treatment times booked to allow time to complete your consultation form (if you are visiting for the first time) and to change. We will not carry out a treatment without a completed consultation form and so arriving less than 10 minutes prior to your appointment may shorten the length of your treatment(s).
We reserve the right to alter, refuse or terminate a treatment, without refund, in the event of:
- a client declaring a previously undisclosed medical condition that contraindicates their treatment (please see below for more information about medical conditions)
- a client being under the influence of alcohol, drugs, etc.
- a client engaging in inappropriate behaviour or making inappropriate requests of a therapist
- a client abusing a member of staff physically, emotionally, verbally or in any other way
- a client otherwise behaving in a manner that breaks the law
We further reserve the right to report such behaviour outlined above to the Police or appropriate authorities if appropriate.
Certain treatments are contraindicated by some medical conditions. In some circumstance a client may waive their rights by signing a disclaimer stating that they are happy to continue with treatment despite being advised that there is a potential contraindication.
It is a client’s responsibility to raise medical conditions with us at the time of booking so that we can confirm the requested treatment is not contraindicated.
We are under no obligation to carry out a treatment that requires a patch test if one has not been carried out with us. In some circumstance a client may waive their rights by signing a disclaimer stating that they are happy to continue with treatment without a patch test.
Your consultation form is a confidential document and its contents will not be disclosed to third parties unless otherwise stated or in the event of fraud, illegal behaviour, etc.
Your consultation form may be used for marketing purposes if you opt into receiving information from us (check box on form).
If your circumstances change (including name, address, contact details, medical conditions, etc.) you must inform us. We take no responsibility for any errors or problems arising from a failure to advise us of a change.
We reserve the right to ask clients to leave if they or those accompanying them behave in an inappropriate manner or disturb the treatments of others in the Spa. In the event that we ask a client to leave we will request full payment for their treatment regardless of whether the treatment has been completed.
Our spa environment is one of relaxation and tranquillity. Please respect all spa guests’ right to privacy and serenity. In light of this, the spa is a mobile phone, tablet, pager, camera etc. and smoke (this includes e-cigarettes) free zone.
Swimwear should be worn in all public areas. Towel, robe & slippers are included. Robes should be worn in the Bar & Restaurant.
Kindly advise us of any health conditions; pregnancy, allergies, injuries etc. which could affect your choice of treatment when making your spa reservation.
There are some medical conditions that are contra-indicated for some treatments. This means that a therapist may need to obtain permission from your GP, consultant or other medical practitioner before carrying out treatment, or may avoid certain areas of the body during treatment. Conditions that may be contraindicated are listed below, but this is not a comprehensive list and you should enquire about specific conditions prior to treatment.
- High blood pressure
- Contagious or infectious skin diseases
- Areas of unexplained lumps, bumps or severe pain
- Bone breaks and fractures
- Disorders of the circulatory and lymphatic system
- Skin problems such as rashes, bruises, sores, lesions, swelling, burns, boils and blisters
- Heart defects and conditions including angina
- Varicose Veins and Ulcers
- Recent operations and / or scar tissue
- Areas of inflammation and / or bruising
- Slow release injections / patches
- Pregnancy (especially first trimester or where there are complications)
- Current cold / fever
- Infectious illness or disease
- Use of certain drugs
- Recent skin treatments
We are delighted to offer treatments for children under 16 years old however we reserve the right to refuse treatment on a minor if we feel the treatment is unsuitable, inappropriate, dangerous or not recommended/covered by a manufacturer/insurer. We require signed parental consent and parental company for those under 16. We accept no responsibility for treatments carried out where we have been misled about a person’s age. Please contact the reservations team for details on treatments available for our young guests.
All children must be accompanied by an adult at all times within the leisure facilities. Access to the gym are restricted to over 16’s.
An ideal gift for someone special. Please contact the hotel reception team for details.
If you are paying by voucher then we will take the voucher numbers to secure the booking. The vouchers must be presented for redemption at the time of appointment. If the value of the vouchers is less than the value of the treatment(s) we reserve the right to ask for an additional deposit to secure the booking.
LIABILITIES & VALUABLES
Barony Castle LLP will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, to our customers, their property and belongings unless it is solely due to the negligence of the Company, its employees or agents.
You may be required to remove jewellery for treatments; we therefore advise that you choose to leave jewellery at home.
All lost property found on the premises should be handed in at hotel reception. Items will be stored for three months, if they are not collected within this time they will be donated to local charities. Liquids, under garments and hair brushes are kept for 24 hours only.
All prices are quoted in GBP and are subject to change at any time. Gratuities are not included and are welcomed at your discretion.
To continue your spa experience at home, most products used in our treatments are available to purchase following your treatment.
A state-of-the-art gym equipped with the Technogym™ cardio vascular and strength machines and free weights area. The Gym is available to hotel guests and members.
The 10 metre pool is available to hotel guests and members.
Our Spa welcomes all feedback regarding your spa experience, if you wish to inform us how your day went, please contact our Spa Manager direct via phone or e-mail or complete a feedback form.
If you are unhappy about a treatment you receive please in the first instance tell the therapist providing the treatment so that he/she can adjust the treatment if necessary and possible.
If you are still unhappy about your treatment please contact us and explain the problem. We will endeavour to resolve any issues immediately but in some cases these may need to be passed to a Manager for attention. It may not always be possible for a resolution to be found immediately.
To assist us with responding to complaints please give the date, time and type of treatment you received, the name of the therapist (if known), your contact details, and the nature of your complaint.