FAQS

Have a question about your visit or stay?

Have a question about your visit or stay? Find useful information and advice about our resorts, city spas, treatments and products. We answer the most commonly asked questions, however, if our FAQs do not address your question, please feel free to contact reservations@champneys.com

COVID-19

How can I change my booking?

We have a small skeleton staff currently in reservations who are working through contacting all of our guests. Please be patient, they will be in contact as soon as possible. 


What options do I have with my booking? 

We are committed to ensuring we are flexible with customer's bookings and making movements for them to attend later in the year without charging an administration fee. However we will not be authorising any refunds at this time. 


Who can I speak to? 

We have a small skeleton staff currently in reservations. Please email reservations@champneys.com with any urgent queries and a member of the team will get back to you. 

Booking online

When I try to make a booking it says 'transaction declined' I'm sure I have sufficient funds in my bank, what should I do? 

Please make sure you are entering your billing address and account details exactly the same as they are recorded with your bank. If you encounter this problem multiple times, please call our Reservations Team on 0843 316 2222. Our team will be able to take your booking over the phone.


I'm having trouble creating an account, it says I already have one, yet won't send me a new password? 

You may have a duplicate account, which means the system is unable to confirm the correct email address to send the new password to. Please call our Reservations Team on 0843 316 2222 as they will be able to resolve this for you.


Can I book the spa treatments included in my spa package online? 

Your inclusive treatments will be booked in for you by our spa scheduling team. This is so we can ensure that our therapists’ appointment schedules are filled in efficiently and so that we can accommodate as many guests as possible. You will receive an email confirming your treatment booking closer to your arrival date. If you wish to book additional treatments, this can be done via the Champneys APP or online and we encourage you to book in advance to avoid disappointment.

Can I book just a treatment? 
At our resorts, you can only book a treatment if you have already booked a spa day or a stay. At our city spas, though, you can book just treatments.

 
Can I book fitness classes online? 
These can only be booked while you are in the resort. You may book classes in advance, however, there is a £3 charge to reserve your place.

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Tier Changes

Sadly we are now closed due to government restrictions. 

If you have an existing booking, our reservations team will be in touch as soon as possible.

Stay safe and we hope to see you all again soon.