Information and Advice
Treatment ReservationsAll of our treatment times stated include consultation and aftercare.
Due to our increasing popularity, we regret that we are unable to provisionally reserve appointments and therefore will require a £50 deposit per person or a Matfen Hall Gift Voucher number on booking to secure all Day Escapes.
Any treatment in excess of £50 will require a debit/credit card number to secure the booking. Please see our cancellation policy below. Should you have any medical conditions or concerns relating to your visit, please discuss these at the time of making your reservation as they may affect your suitability for treatment.
Cancellations
We require a 14 day cancellation notice for all Day Escapes. Only outside of this period will be the deposit be refunded. Should you need to cancel a scheduled appointment less than 24 hours before hand, we reserve the right to charge for the allocated treatment. We regret any deposit paid for a Residential Escape is non-refundable.
Payment
Although a £50 deposit per person or a gift voucher number is required to secure your Day Escape, the balance will be payable on your scheduled appointment date. To pay by voucher, you must bring the voucher with you, we cannot accept voucher numbers as payment without the paper counterpart.
What to wear
We suggest that you wear undergarments or swimwear under a gown for the passage from the hotel room / changing room to the treatment room. Our therapists are professionally trained in proper draping techniques to ensure your privacy and comfort. We provide a locker for Day Escapes with a towel and robe. Please bring your own footwear, such as flip flops, to wear in the wet areas.
Arrival
Please arrive 15 minutes prior to your treatment time. Should you be late for your treatment we will do our best to honour your full treatment time, however it may be necessary to shorten or cancel your treatment for the consideration of other guests. For Day Escapes please arrive at least 45 minutes before your treatment time, or any time from 9.15 am on the day to use the facilities.
Children
With the exception of Manicures and Pedicures, treatments cannot be performed on any person under the age of 16 years. In addition, we operate restricted access times for persons under 16 years who wish to use the pool.
Medical Conditions
Please be aware that some medical conditions may render specific treatments unsuitable for you. Please inform us of any conditions at the time of booking to discuss options, as failure to do so may result in you not being able to have your treatment when you arrive.
Please note, all reservations are subject to availability and treatment times cannot be changed without prior notice. The information given in Matfen Hall literature is printed and distributed with the utmost care, however there may be occasions where advertised treatments and facilities are not available or recommended. In such cases we reserve the right to ammend, cancel or withhold such treatments without prior notice.
A classic English country hall hotel
