Top 10 FAQs
Please find answers to the most frequently asked questions below. If you still don’t find your answer below, see the detailed sections below or go to the Contact Us section for more help.
1. Can I book a treatment online?
If you book your Spa Day online, you can book a treatment at the same time. When you have booked your Spa Day, you will then be able to browse the range of treatments available and book one or more treatments before you check out. Alternatively, you can log in to your account and add treatments to your Spa Day or call our Contact Centre on 03448 266205. Either way, we are sure it will be worth it. We have an extensive range of treatments to suit your needs and, as they are very popular, we do advise you to book in advance to avoid disappointment. To book a treatment you will need your SPA reference number and have already booked a Spa Day or Spa Break with us.
2. What do I need to bring on a Spa Day?
At Aqua Sana we want all our guests to feel at ease so all you really need to bring is your swimwear and something for your feet – slippers or flip flops. We provide guests with a robe, towels and toiletries and hairdryers are available in the changing rooms.
3. What happens if I need to cancel or change my Spa Day booking?
You can change a Spa Day booking at least 7 days prior to arrival. If you only change the booking once, this is free of charge. If you want to change your arrival date, the new arrival date can only be within 12 weeks of your original arrival date.
If you wish to cancel a Spa Day and can do so at least 30 days before your arrival date you will receive a full refund less a 5% admin fee. If you cancel within 7 – 30 days this will incur a 50% cancellation payment. If you cancel or just fail to arrive within 7 days of your arrival, you will be charged the full payment.
To make changes or cancellations for Spa Breaks, these are subject to Center Parcs general terms and conditions. These can be found in the OUR SPA BREAKS section below.
4. What is the minimum age in the Spa?
The minimum age for access to the Spa is 14 years but any guest under the age of 18 must be accompanied by a paying adult. Spa Day guests must be 18 years or over to make a booking and Spa Break guests must be 21 years or over to make a booking.
5. If I have a medical condition or am pregnant, who should I mention this to?
There are details on our website (under terms of booking) relating to spa and treatment advice for medical conditions or pregnancy but it is important, if you are in any doubt at all, that you seek medical advice and provide written evidence from your GP to say you are fit to enjoy a specific treatment or the Spa experiences. Before you attend for treatment, you will be asked to complete a medical questionnaire but if you are in doubt when booking please talk to the Contact Centre or the reception team on arrival at the Spa. The sooner you raise your concerns, the more likely we will be able to adjust our treatment or your package to fit your needs.
6. Can I use a mobile phone or other electronic devices in the Spa?
We try to maintain a sense of relaxation and calm in our Spa and whilst we are not a retreat, we do ask that mobile phones and other electronic devices (such as MP3 players, cameras or e-cigarettes) are not used in our Spa. You would be taking electronic devices into areas of extreme temperatures and water. On the same basis, we advise guests not to use e-readers in the spa but understand that some guests, including those who are partially sighted, may need to use this option.
If you need to bring electronic devices with you, they can only be used in Spa reception area and then should be left in your locker during your stay. We do provide magazines in our relaxation areas and sometimes, on old fashioned paperback makes a nice change, but understand this might not be appropriate for partially sighted guests.
7. Can I request my treatment time?
Treatments that are included in packages are booked for you by the team in the Contact Centre and may be booked anytime between 10.00am and 6.00pm on a Spa Day or Spa Break and between 4.00pm and 7.00pm for a Twilight Spa. If you would like to request a treatment at a specific time, you can either book a treatment online as part of the process for booking your Spa Day or you can call the Contact Centre on 03448 266205 and they will try their best to accommodate your request. Remember, treatments are popular and subject to availability so please get in touch as soon as you can.
8. If I book a Spa package, do I have access to Center Parcs facilities as well?
If you book a Spa Day or other Spa session that does not include an overnight stay, you are making a booking at Aqua Sana and are not a Center Parcs guest. You may use the restaurants and retail outlets on the village during the period of your visit, subject to availability and additional charges. However, for capacity and safety reasons, the Subtropical Swimming Paradise and all other activities are unfortunately not available for your use. We don’t think you will want to leave the Spa anyway
If you book a Spa Break (i.e. overnight stay), then you may use Center Parcs facilities for the duration of your visit with us, subject to availability and additional charges if applicable.
9. Do you have your own parking facilities?
Parking is available on site at all our Spas and is free of charge. Each Aqua Sana is located on a Center Parcs village and, once you have passed through the Arrivals Lodge, you will be directed to the Car Park. It is worth pointing out that if you are visiting Aqua Sana Whinfell Forest, there is a 10 – 15-minute walk to the Spa on signposted paths across the Center Parcs village. In all other locations, the car park is located near the Spa.
10. Why are so many of your packages for 2 people?
Like many other Spas, we offer a range of 'for 2' packages from time to time which have been created to provide extra value for guests coming in multiples of 2. However, we do still have a lot of packages available to be booked for 1 (and multiples of 1). We do listen to feedback and are constantly reviewing our range of packages but if you wish to attend as a 3, you can always take advantage of a 'for 2' package and add on a package for 1 for the extra guest.
If your question is not in our top ten most frequently asked question, please see our FAQs.