INFORMATION FOR YOU
Terms & Conditions
Medical
• All guests are required to complete a confidential health questionnaire prior to their arrival at The Lilac Room.
• If you have a medical condition or health concern we would always recommend you consult with your doctor/consultant before making a booking with us. They may suggest you limit or avoid our full range of spa treatments and spa facilities, for example massage treatments, steam room, sauna, etc. Our Therapists are not medically trained and therefore we must ensure a treatment is suitable. If we deem a treatment not suitable we will do our best to offer an alternative treatment providing we believe it is safe to do so.
• If you wish to have a spa treatment or use the spa facilities and any of the following applies to you, please consult with your doctor/consultant before booking (we may need written evidence of your fitness to participate).
• You are currently receiving radiotherapy or chemotherapy for the treatment of cancer
• You have had surgery within the last three months
• You suffer from heart or circulatory disorders, high or low blood pressure
• You have epilepsy or asthma or an allergy (some products we use may contain allergens as they are produced in an environment where allergens are present)
• You have had a deep vein thrombosis
• You are pregnant/breast feeding
• Please tell us if you have any nut allergies (many of the products we use contain almond and other nut oils)
• We regret we are unable to provide spa treatments if you are suffering from an infectious disease or open sores or wounds.
• It is important to disclose any medical conditions, allergies or medications at the time of booking. If you fail to reveal any condition that may impede your participation in spa treatments/spa facilities, refunds will not be given.
Pregnancy
. Throughout your pregnancy we would not advise the use of the heated Spa facilities/aromatherapy treatments/heat treatments.
. During the first 12-14 weeks of pregnancy a small selection of treatments are available such as an express manicure or pedicure or a petite facial. From 14-36 weeks of your pregnancy we recommend our Bella Mama Pregnancy treatments. For further advice please call 01508 471441.
Preparation
We recommend that shaving, waxing, sun exposure and the use of sunbeds, hot tubs and steam baths should be avoided immediately before or after salon treatments. We would also recommend that you drink plenty of water following your treatment.
Arrival
. To ensure you receive your entire treatment we recommend you arrive at the salon at least five minutes prior to your appointment time.
Possessions
. Please do not bring valuables to the salon as we cannot accept liability for the loss, damage or theft of personal items.
Courtesy
. To preserve the peace and tranquillity of the salon environment, and as a courtesy to other clients we ask that all mobile phones are switched off during your visit to us and that noise is kept to a minimum.
Mechanical & Electrical Breakdowns
• Any mechanical or electrical breakdowns, which occur on the premises are usually beyond our control, although we will try to repair any such fault as soon as possible.
• No refunds will be given unless any such breakdown is due to the negligence of the Company or its employees or agents.
Valuables
• No responsibility can be accepted by the Company for the safety of money or valuables of any kind.
• If you do bring valuable items it is essential they be covered by your own insurance as The Company will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, unless it is solely due to negligence of the Company, its employees or agents.
• Mobile phone use is not permitted in any of the treatment areas
Children
• The Lilac Room regrets it is unable to provide spa treatments for young persons under the age of 16.
• The salon is not a suitable place for babies and small children, we therefore politely request that you do not bring children under 12 into the salon.
Smoking & Alcohol
• Smoking is not permitted in the salon/spa
• No alcohol is to be brought onto the premises
Local Client TREATMENT Discount
• Clients with an NR postcode receive Local Client Discounts on TREATMENTS only. Discount is not available on the sale of spa days, treatment packages, retail products or gift vouchers.
Dunston Hall Golf and/or Leisure Members TREATMENT Discount
• Members receive 20% discount on Mon-Thurs on TREATMENTS only. Discount is not available on the sale of spa days, treatment packages retail products or gift vouchers.
Lilac Room Loyalty Rewards
• Loyalty Rewards are offered solely at the discretion of The Lilac Room owner and maybe withdrawn or cancelled at any time, without prior notice. Loyalty Rewards have no cash value.
PLEASE NOTE: The Lilac Room Loyalty Reward Scheme above has been discontinued with immediate effect. Any qualifying loyalty reward points should be redeemed by 15th May 2024
Your Details
• In providing your details to The Lilac Room, we can assure you that we do not share your information with any third parties. Your information will automatically be used for our marketing purposes, for example our Email Newsletter, keeping you up to date with news, competitions, but you can unsubscribe at any time.
Gift Vouchers
PLEASE NOTE
Gift Vouchers are no longer available to purchase
To Book a Treatment
Call o1508 471441. Full Payment is required at the time of booking.
To Cancel a Treatment
Call o1508 471441. We require 24 hours notice of cancellation in line with our 24 hour cancellation policy.
To Book a Mid-Week Spa Day Package
Call o1508 471441. Full payment is required at the time of booking.
To Cancel a Mid-week Spa Day Package
Call o1508 471441. We require 48 hours notice of cancellation in line with our 48 hour cancellation policy.
To Make a Group Booking - 3 or more
Call o1508 471441. If a group booking falls within a busy period such as a school/bank holiday or weekend we may require a 50% deposit at the time the booking is made. The final balance is required 14 days prior to your booking.
• No reminders are sent to chase balance payments. In the event of non-payment for whatever reason, your reservation may be cancelled and the deposit will be forfeited.
To Cancel a Group Booking - 3 or more
Call 01508 471441. If you wish to cancel a group booking we require 7 days notice. No refund will apply for cancellations outside this time.
Spa Days, Spa Breaks - General
• No reservation can be accepted as binding unless accompanied by full payment, subject to payment terms.
•In exceptional/necessary circumstances The Lilac Room reserves the right to offer an alternative date or cancel the spa day treatment or break bookings with full refund to the payee.
• No refund will be given for early departure unless caused by significant acts of negligence on the part of Dunston Hall Hotel, The Lilac Room and or its staff.
• All tariffs are inclusive of VAT at the current rate. Most major credit cards are accepted with the exclusion of American Express and Diners Club. We no longer accept cheques.
• The Lilac Room requires credit card details to guarantee all bookings.
• The lilac Room reserves the right at all times to cancel or terminate any reservation without notice or reason.
Details, Payment & Cancellation
• Please note that The Hotel limits the number of Spa Day guests we can accommodate per day.
• Please note inclusive spa therapies within Spa Days/Spa Packages/Spabreaks are non-transferable and non-refundable. To avoid disappointment, any additional spa therapies should be booked at the time of making your spa day reservation.
• Extra spa treatments will be charged at the rates shown by The Lilac Room at its premises.
• Full Payment for Spa Days is required at time of booking. Payment for additional spa treatments must also be made at time of booking the spa day. Please note Spa Days are available Monday to Friday only.
• Payment for additional purchases, must be made on departure. The Lilac Room requires credit card details for all other bookings.
• Regarding cancellation for Spa Days/Spa Packages/Spabreaks the cancellation must be made direct to The Lilac Room on 01508 471441. The Company will apply the following charges per person for cancellations/amendments:
• Cancellation within 7 days of arrival date: Full payment.
• Alterations to Spa Days/Spabreaks bookings: £10 administration fee•.
"Please note: to change your reservation to another date we require a minimum of 7 days notice.
. Non arrival without notice: Full payment.
• Cancellation of additional spa treatments within 24 hours: Full cost of spa treatments
• No reminders are sent to chase balance payments. In the event of non-payment
for whatever reason, the Company may refuse admission, or cancel the reservation and the deposit will be forfeited.
•Inclusive spa therapies within spa breaks are non-transferable and non- refundable. To avoid disappointment. additional spa therapies should be booked at the time of making your short break reservation.
• 'Please arrive 5 minutes before your treatment time and ensure that your health form is completed prior to arrival.
Spa Treatments (general)
• Each therapist may be qualified in different spa treatments; therefore we cannot guarantee that all spa treatments will be available at all times, particularly in the case of specialised treatments.
• All spa treatment durations are a guide only, and take into account preparation, consultation and relaxation time.
• The Company shall not be held responsible for spa treatments that are either missed or shortened as a result of clients/guests arriving late for their appointment/package. In these circumstances no refund or other form of compensation shall be available or offered.