Arrival

To make the most of your visit we suggest that you arrive at least 20 minutes before your treatment time to give you time to relax and to complete the necessary consultation forms. Treatment times start when you are called by your therapist. Arriving late or not responding when you are called may cause your treatment to be shortened and you will still be charged the same price.

Hotel Residents

Unless otherwise stated, overnight hotel accommodation at The Cliff Hotel & Spa includes a complimentary hour’s use of our spa facilities during your stay (between 15:00 on your day of arrival and 10:30 on your day of departure). Should you wish to use The Cliff Spa facilities during your stay we strongly recommend advance booking for both treatments and spa use prior to arrival. Even your complimentary use. We are committed to maintaining the tranquil ambience of the spa and, as we have a limited capacity, we are unable to guarantee availability, especially during busy times and reserve the right to turn away guests if the spa is full to capacity. If you make a booking and are unable to attend, please cancel to allow others a chance to book. No refunds, reductions or transfers will be made for failure to use the facilities during your stay. Please be aware that opening hours are limited for children aged under 16 years to 8am – 10am daily. Hotel Residents are required to sign in and out of the spa, agreeing to house rules and safety guidance.

Memberships

All members must present their membership cards to gain entry. Due to the Spa’s limited capacity pre-booking is still essential for members and not booking prior to arrival may result in being turned away. Included in your spa membership is one visit of up to 1 hour spa use and 1 hour gym use daily (or the equivalent of an hour use each day totalling no more than 7 hours over 1 week) unless otherwise stated. If wishing to use the facilities for more than 1 hour a day (Monthly / Quarterly Membership) and 2 hours a day (Annual Membership) all visits for the week must be booked together. Included in your gym only membership is one visit of up to 2 hours use of the gym facilities daily. Included in all memberships is use of 1 complimentary towel per visit; additional towels may be hired at a rate of £3 each; use of robes are also available at a charge of £5 each. Membership fees are to be paid by cash or credit/debit card, there is no joining fee or administration charges. Your Membership is valid only as stated on your membership card and is non-transferable. The Cliff Hotel & Spa reserves the right to make changes to the membership agreement when necessary and reserves the right to refuse or retract membership for those in breach of these terms and conditions. Children under the age of 16 years are permitted to have a membership at a charge of half the regular price. Children must always be accompanied by a paying adult. Please refer to the ‘children’ section in our terms and conditions for further information. The Cliff Hotel & Spa reserves the right to close the spa for essential maintenance and in an emergency. If there’s an extended closure of the facilities the length of the closure will be added to your membership.

Reservations

We advise you to book well in advance to avoid disappointment. In order to secure a reservation, whether use of the facilities, treatment or package, we do require a deposit at the time of booking. All bookings are subject to availability and all appointments include time for changing before and after the treatment and a short consultation to ensure we can tailor the treatment specifically to your needs. We aim to provide a peaceful setting for all spa guests and, as we have a limited capacity, are unable to welcome large groups. Access to non-paying guests/spectators must be agreed when making the reservation. Our treatments are only available for persons aged 16 years and above.

Any changes to treatments must be made a minimum of 24 hours prior to the treatment time. Please make us aware of any health concerns or allergies to products and any dietary requirements and food allergies at the time of booking. Upon booking, we will need the following information: • Names of all those attending the spa day • Non-refundable deposit or Voucher Number if applicable • Contact telephone number • Email address • Medical conditions or surgery in the last six months if applicable • Pregnancy if applicable

Medical Conditions

A consultation form must be completed; treatments will not be performed without receipt of a completed form. If you have any medical conditions or have had surgery in the last six months, please notify the Spa when booking. Please make us fully aware of your pregnancy and how may weeks along you are when booking. Some of our treatments are unsuitable for guests that are under 12 weeks pregnant and we reserve the right to refuse or alter treatments, without compensation, accordingly. It is not recommended to use the sauna, steam room or hot tub when pregnant. All treatments booked are subject to medical status. If you are currently undergoing cancer treatment, we regret that we are unable to offer our services and recommend avoiding using the spa facilities during this time. If you have had cancer in the past 10 years, please inform us, as we will require you to be treated by one of our specially trained oncology therapists. Following your consultation, certain treatments may be deemed unsuitable and subject to change based on your individual needs. Users are advised not to undertake any physical activity for which they may be medically unfit and are advised to read the guidance notices outlining how to use each area safely. If you fail to notify us of any health conditions prior to your visit, we reserve the right to refuse Spa access or alter treatments, without compensation, accordingly. We may also request to view a doctor’s letter prior to entering the spa or treatment.

What to bring and what to wear

Appropriate swimwear is mandatory in all poolside facilities and spa area. If your swimwear is dry then you can wear swimwear during treatments. If not, dry disposable underwear is provided or you can change back into your own underwear (please allow yourself time before being called for your treatment). During some of the treatments disposable underwear must be worn. You are requested to tie up long hair. Hotel slippers are not suitable to wear in the spa area. No outdoor footwear to be worn in the spa area. We suggest that you leave all jewellery and valuables either at home, your hotel room or in a locker as you will be asked to remove these before treatments. Complimentary use of one towel and a robe is included in all treatments, packages and spa booking. Additional towels may be hired at a rate of £3 each; use of robes are also available at a charge of £5 each. A £1 coin is required to operate our lockers. Missing or broken locker keys will incur a £15 fee. Please ensure that you do not wear any hair masks or oil products prior to using the Spa facilities.

Changing facilities

We have dedicated male, female and wheelchair accessible changing facilities, toilets and showers. There are lockers to store your clothes and personal belongings. The Cliff Hotel & Spa will not accept responsibility for the safety of belongings, whether placed in a locker or not. Despite regular checks and ‘squeegeeing’ of the floors, due to constant use there may be some traces of water on the floors causing them to be slippery so please take extra care.

Etiquette

Please respect fellow guests and the serenity of our spa by refraining from talking loudly or shouting while in the spa. You must not run around, jump or dive into the pool. Please note that there is no dedicated lifeguard on site. Please limit your time in any of the thermal suites (sauna, steam room, hot tub, loungers) to a maximum of 15 minutes. Towels and robes are to be hung on hooks provided and will be removed if left on loungers, tables or chairs. Bags and personal belongings are not recommended poolside and may be removed if left unattended. Mobile phones and other electronic devices are to be kept on silent at all times and only used for reading purposes. No photography or videography is permitted in any area of The Cliff Spa and guests doing so will be required to immediately leave the facilities (without compensation). CCTV is in operation in certain public areas of the spa. Please sanitise all gym equipment before and after use. For reasons of health, safety and hygiene you must: • Obey the instructions of the spa staff • Always shower before entering the sauna, steam room, spa or pool • Not consume food in the changing room or pool area • Not take any products, papers or other flammable materials into the sauna as these constitute a fire hazard

Smoking, Liquids and Alcohol

The Cliff Hotel & Spa is a non-smoking (including e-cigarettes) establishment. We strongly recommend that you drink plenty of fluids during your visit to the spa. We advise against the consumption of drugs or alcohol prior to and during your visit to the spa and any guest under the influence of drugs or alcohol will be refused entry with no reimbursement. No glassware is to be brought into the spa.

Children

Children under 16 years old may only use the spa from 8am—10am daily. Children under the age of 16 years may not use the gym, hot tub, steam room or sauna. All children under the age of 18 years must be accompanied by an adult (1 adult to 2 children.) Children aged 16 – 18 years can use the spa and gym facilities throughout the day with parental supervision (1 adult per 2 children). Adults accompanying children are advised that they are responsible for their supervision, conduct and welfare at all times whilst at The Cliff Spa. We are unable to perform treatments on children aged under 16 years. Babies and toddlers must use swim nappies. Contamination of the pool will result in the facilities being closed. Children under 8 years can change in either changing room under supervision but over this age must change in their identified gender changing facilities.

Weekends

Please note, for pricing purposes, weekend days are Fridays, Saturdays, Sundays and Bank Holidays

Vouchers

General Vouchers for The Cliff Spa are valid for 12 months from the date of purchase. Promotional Gift Vouchers are valid for specific periods dependent on the individual promotion. We cannot accept vouchers beyond their expiry date. You must have the voucher with you for redemption. Please notify us upon booking that you have a voucher giving the value and voucher number which will be checked on arrival. To avoid unexpected additional charges please check whether your voucher is specifically valid for Weekday or Weekend use before booking. If in doubt please contact the spa reception.

Payments & Cancellations

Upon booking, a non-refundable deposit amounting to the full cost of the treatments or packages booked will be taken. We are unable to make a booking or reserve days or times without this prepayment. Should you be required to cancel for any reason at any point between the time of booking and 24 hours prior to the start time of your treatments, The Cliff Spa will transfer the value of your deposit to a future booking within the next 6 months. In the case of cancellations made less than 24 hours prior to the start time of your treatment, the full deposit will be retained by the spa and will not be refunded or transferred under any circumstances. Should you require any clarification, please contact our team at your earliest convenience. Please note we reserve the right to raise prices or modify treatments without notice. Should The Cliff Hotel & Spa be unable to fulfil the service booked, a hotel gift voucher to the value of payments made or an alternative date will be offered for the service. Anyone making use of the facilities is responsible for ensuring that he or she is properly equipped and that his or her health and physical condition are such as not to involve any risk to him or herself or to any other person making use of the facilities. It is hereby understood and agreed that The Cliff Hotel & Spa accepts no responsibility for accident, injury, illness or misadventure caused or suffered by members or guests on the premises howsoever caused. Only to the extent caused by willful default or negligence. The Cliff Hotel & Spa reserves the right to amend its packages and prices at any time. Changes will not affect in-contract memberships.

These terms and conditions are deemed to incorporate The Cliff Hotel & Spa’s general terms of business. Thank you for your cooperation in helping us to make The Cliff Hotel & Spa a happy and safe environment for all.