Terms & Conditions

08:56, Thursday 22nd January 2026

Eden Spa at Hotel Collingwood – Spa Day Etiquette

Spa Arrival: -

We recommend that you check in at the spa reception at least 1 hour prior to your first scheduled appointment. This allows you opportunity to relax and enjoy our pool, sauna and jacuzzi prior to your first treatment.

Kindly note that late arrivals will not receive an extension of scheduled treatments.

What to wear: -
Upon arrival you will be provided with a robe and slippers which you may use during your time with us.

Please bring suitable attire for the use of public spaces and swimming wear for when using the pool and spa facilities.

Please do not wear outdoor footwear in the spa or pool areas of the hotel.

Digital Disconnection: -
Our spa environment is one of tranquillity and we would appreciate it if you can turn off your mobile devices during your time with us to respect all spa guests’ right to privacy and serenity.

Phones and Valuables: -
Neither Eden Spa or Hotel Collingwood can accept any liability for lost items, phones or valuables. Please do not bring items of sentimental or financial value with you and instead leave them in a secure place prior to arrival

Behaviour and Noise
Please respect others who are using the spa and spa facilities, by keeping noise down and respecting the rights to privacy and relaxation of our other guests

Food and Alcohol
No food or alcohol is to be consumed in the spa treatment or pool area. Foods and beverages are serviced in the hotel lounge or restaurant.

Age Requirement
The minimum age requirement for access to the spa and treatment area is 18, without written consent from a parent or guardian, who must also accompany and supervise minors during use of the facilities and treatments.

Payment
Spa Days must be paid for in advance at the time of booking.

Cancellation
We require a minimum of 1 week for cancellations or changes. Cancellations or no shows will still be charged.

Eden Spa – Terms & Conditions

1) Bookings (Residents & Day Guests)

Eden Spa treatments and spa packages are available to hotel residents and day guests, subject to availability.
All appointments must be booked in advance. By booking, you confirm you have read and accepted these Terms & Conditions.

2) Minimum Age

The minimum age for treatments is 16 years old.
Guests aged 16–17 must be able to complete the consultation form and follow therapist guidance. Eden Spa reserves the right to restrict certain treatments for under 18s if appropriate.

3) Payment

Full payment is required no later than 7 days before your scheduled treatment time.
Bookings made within 7 days of the appointment must be paid in full at the time of booking.
If payment is not received by the deadline, Eden Spa reserves the right to cancel the booking and release the appointment.

4) Refund Policy (Non-Refundable)

All payments are non-refundable.
This includes cancellations due to illness, travel disruption, adverse weather, or change of personal circumstances.

5) Changes, Cancellations & Rescheduling

A) Direct bookings (free changes if made 7+ days before)

For direct bookings only, you may change your appointment free of charge if requested at least 7 days before the scheduled treatment time.
Changes requested within 7 days of the appointment are treated as a late cancellation and the booking remains non-refundable and non-changeable.

B) Non-direct bookings (third parties / agents / voucher partners)
3. Bookings made via third parties (e.g., agencies, voucher partners, OTAs, package partners) are subject to the terms of the original provider. Eden Spa may be unable to amend these bookings and any changes must be requested through the booking channel used.

Definition: “Direct booking”
4. A “direct booking” means a booking made directly with Eden Spa / Hotel Collingwood via our team (phone/email/in person) or via our official booking route, and not via a third party.

6) No-Shows

Failure to attend your appointment will be treated as a no-show and charged at 100% of the booking value (non-refundable).

7) Late Arrival

Please arrive 10–15 minutes before your appointment to complete any consultation requirements.
Late arrival may result in a shortened treatment to avoid delaying other guests; the full treatment price remains payable.
If you arrive too late for the treatment to be delivered, it will be classed as a no-show and charged in full.

8) Health, Medical Conditions & Consultation

Guests must complete a consultation form and disclose any medical conditions, injuries, allergies, medications, or recent procedures before treatment.
Eden Spa reserves the right to refuse or adapt a treatment if it may be unsafe.
If a guest fails to disclose relevant information that impacts treatment safety, the booking remains non-refundable.

9) Pregnancy Policy

Please inform us at the time of booking if you are pregnant or think you may be pregnant.
Certain treatments and products may not be suitable during pregnancy. Where available, we may offer pregnancy-safe alternatives at our discretion.
Eden Spa reserves the right to decline or modify a treatment where we believe it may not be safe for you or your baby.

10) Conduct & Spa Environment

Eden Spa is a relaxation area; please keep noise to a minimum and use mobile phones discreetly.
We reserve the right to refuse treatment or entry due to intoxication, abusive behaviour, or unsafe conduct.

11) Personal Belongings

Please keep valuables to a minimum. Eden Spa cannot accept responsibility for loss or damage to personal items unless caused by our negligence.

12) Cancellations by Eden Spa

If Eden Spa needs to cancel your appointment due to circumstances within our control (e.g., therapist illness), we will offer either:
- a reschedule, or
- a refund of the treatment value paid.

13) Prices

Prices may change without notice, however confirmed bookings will be honoured at the rate agreed at the time of booking.

14) Contact Details

Eden Spa (Hotel Collingwood)
11 Priory Road

Bournemouth

BH2 5DF

info@hotelcollingwood.co.uk