ARRIVAL TIME As a courtesy to all guests we operate a prompt appointment schedule and suggest you arrive at least 15 minutes prior to your booking time to allow time to check-in, change and begin your spa experience. A late arrival may result in your treatment time being reduced or cancelled.

WHAT TO BRING WITH YOU We will provide you with a fluffy robe, towel and slippers on arrival, please make sure you bring a swimming costume. If you are a hotel resident you will be provided with fluffy robe and slippers in your room, please bring these to The Retreat with you. We also have a gym if you wish to bring along your gym wear.

CANCELLATION POLICY Full payment will be required at the time of booking for your spa reservation. Should you wish to amend or cancel the reservation you must provide 48 hours notification. A 50% refund will be given for cancellations exceeding 48 hours notice. Cancellations made within 48 hours of arrival will result in full loss of payment.

AGE REQUIREMENTS We welcome anyone from the age of 14 years plus. Please note, 14–18 year olds must be accompanied by an adult and a restricted treatment list is available to anyone 14–18 years. 14 year olds are not permitted in the pool or steam rooms. Please contact us direct prior to booking for more information, including a suitable treatment list.

HEALTH & MEDICAL ADVICE Please ensure you inform The Retreat prior to arrival if you are currently taking any medication or have recently undergone surgery. We recommend you consult a doctor if you have concerns regarding your health or are taking medication that may cause an adverse reaction. Failure to provide this information may prevent you from using the spa facilities or receiving treatments, however you will be liable for the full payment.

EXPECTANT MOTHERS We have a range of specifically designed treatments for expectant mothers. Please note that some of our Treatments and Rituals and spa facilities may be unsuitable during pregnancy. We recommend that you speak with a member of our team for further advice.

HOME CARE All products used in our treatments are available to purchase in the lounge of The Retreat for you to continue your spa experience at home. Note these items must be paid for in The Retreat.

GIFT VOUCHERS What better way to treat a loved one. We have a wide range of vouchers available at The Retreat suitable for all occasions. Please contact a member of our spa team for further details.

SECURITY On arrival, our therapist will provide you with an individual locker to store your personal belongings. Please note that Matfen Hall will not be held responsible for loss of valuables at any time. We strongly advise that you bring essential items only and those of sentimental value are left at home.

NAIL TREATMENTS Our chosen nail brand at The Retreat is OPI. We do not perform acrylic extensions nor do we remove them. You will be liable for the full cost of the treatment in the event we are unable to perform nail treatment due to this