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 here.

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? 
If you need to change an existing booking within our terms and conditions, please email reservations@champneys.com or call 0343 226 2222. Please refer to the T&C's and Book with Confidence guarantee prior to contact.

If your booking needs to be changed due to a national and government imposed lockdown we will automatically put your booking on hold and contact you as soon as we can to go through your options of re-booking, on hold or refunding (T&C's dependent)

If we need to restrict or close a single Resort due to local requirements or advice due to outbreaks, we will confirm via email and contact you with a follow up.  We will try to do this with as much notice as possible and with as many alternative options as possible, however the nature of the changes and policy means that we sometimes need to make short lead decisions based on health & safety of our guests and staff and in line with local authority advice. 

What options do I have with my booking?  
We are committed to ensuring that we are flexible with customer bookings. If you vae booked within the Book with Confidence guarantee, we can move your booking without charging an administration fee. Please note, refunds may take up to 45 days.

Please view our COVID-19 policy here.

Booking online

The quickest way to book with us is online, our calendar will show you the best available rates and special offers.  It’s worthwhile booking all aspects of your visit as far in advance as possible.

Our Reservations Team are available to assist with any additional enquiries, Champneys Return Vouchers or Partner bookings. Please email them on reservations@champneys.com or call 0343 226 2222.

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 0343 226 2222. or email reservations@champneys.com if out of hours.

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 email reservations@champneys.com.

Can I book spa treatments online?  
If you wish to book additional treatments, this can be done via the Champneys App (see your confirmation email for download details) or online and we encourage you to book in advance to avoid disappointment.

If your package contains inclusive treatments these 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. 

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, or at Eastwell Manor or Mottram Hall you can book just treatments.  Again this can be done via the Champneys App.

What are the opening hours to contact reservations, so I can book my spa break over the phone?
Reservations can be contacted from 9am to 4pm Monday to Friday on 0343 226 2222. All of our breaks can also be booked online.

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New bookings during unprecedented demand

With summer dates in high demand, we are working as hard as possible to get back to your queries. Please refer to our FAQs for any queries.

New  bookings
Please note, with the exception of Vitality Reward and Champneys Loyalty voucher redemption, new bookings may only be made online at this time.

Spa treatment bookings
Treatments for pre-booked stays and at our city spas may only be booked through our app at this time.