FAQS

What are the benefits of booking directly with us?

We would love to get to know you from the moment you book with us and hope you’ll want to get to know us too. The best way to do this is by booking directly with us and if knowing us isn’t incentive enough, well we will also throw in:

A Complimentary Room Upgrade (Please note this is subject to availability on day of arrival)

Full use of the spa facilities (treatments are charged as taken)

 

What time is check-in and check-out?

You can check in to your room from 3pm.

Please check out by 11am on the day of departure.

Driving eco? We've partnered with Porsche to ensure our electric car friends can fuel up whilst they visit, with the new Porsche destination chargers on site. Charges do apply. Complimentary for Porsche owners. 

 

Do rooms/spa rates include VAT?

Yes, all our rates include VAT.

 

What is your cancellation policy?

For accommodation up to 5 rooms – bookings must be cancelled by 3pm, three days prior to arrival to avoid a fee. Any cancellation made within 72 hours of arrival will incur a full charge for the duration of the stay. (Exceptions may apply, e.g. for bookings over Easter, Christmas and New Year where prepayment is required and all payments are non-refundable and non-transferable)

For accommodation up to 10 rooms – bookings must be cancelled by 3pm, seven days prior to arrival to avoid a fee. (Exceptions may apply, e.g. for bookings made over Easter, Christmas and New Year, where prepayment is required and all payments are non-refundable and non-transferable).

No shows will be treated as cancellations and will be charged in full for the stay.

We strongly recommend that guests take out insurance to cover any unforeseen circumstances.

All cancellations must be confirmed via email or in writing.

Spa Cancellations

Cancellations or changes to a treatment must be made no later than 48 hours prior to the appointment.

Note all advertised treatment times include a period of consultation.

To change or cancel a spa day package or residential package, a notice period of at least 48 hours is required.

For group bookings of 5 or more spa day guests, we require at least 7 days’ notice to change or cancel a booking.

Non-arrivals and bookings that are cancelled with less than the required notice will incur a full cancellation fee. These will be charged in full to the credit card provided at the time of booking and are non-refundable or transferable.

 

Is the hotel suitable for families?

Yes, definitely. See more information here.

 

Can I bring my beloved pooch with me?

Well-behaved dogs are very welcome. Find more information here.

 

Can I smoke in the hotel?

Bishopstrow Hotel & Spa operates a non-smoking and non-vaping policy throughout the hotel, including all bedrooms and public areas. An outdoor smoking area is provided.

If guests are found smoking in the room or the hotel is unable to reuse the room due to the smoke in the room, there will be a fee applicable for damages.

 

Is your hotel accessible?

As a Grade II listed building, we are limited as to the improvements that we can make to help accessibility to the hotel, in particular, the hotel is set over several stories and we do not have a lift.

We would be happy to discuss your requirements on request and make provisions where feasible. If you have hearing difficulties, let us know so that special arrangements can be made in the event of a fire alarm.

 

Is there parking at the hotel?

We offer complimentary parking at the hotel. Please note that parking is at your own risk. 

 

Is the hotel suitable for groups?

We consider 10 rooms or more as a group. For group reservations, contact our events team on 01985 804680 or email events@bishopstrowhotel.com.

 

What time is food served?

The menu is available from 12pm until 10pm with the last sitting at 8:45pm. From 10am sandwiches will be available, unfortunately, there will be no hot food available after 9pm. We offer a 24/7 room service menu. 

Please see our dining page for more details.

 

Does the restaurant have a dress code?

As lovely as it is to dress up in your finest formal wear every once in a while it is not essential for you to be able to enjoy the restaurant. Dress up or dress down, whatever you choose to do, however we might have to draw the line at a string vest or bare chest in the restaurant or on the terrace!

 

Do I need to book Afternoon Tea in advance?

The early bird catches the worm, or the cake in this case…. That’s why we highly recommend booking afternoon tea in advance to avoid disappointment.

It is also helpful for us to know any dietary requirements beforehand, so we can plan ahead and discuss options with you.

 

How long are gift vouchers valid for?

Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.

 

Do I need to book spa treatments in advance?

We recommend booking treatments in advance to avoid disappointment. You may be able to book on the day, but there will be limited availability.

 

Can I use the spa with my overnight stay?

The spa facilities are available for all guests who have booked directly with the hotel.

You can make full use of the spa from 3pm on day of arrival until 11am on the day of departure. You cannot use the facilities before check-in time or after check-out time.

 

What time are the spa facilities open?

The spa is open every day from 7am until 9pm with treatment times available from 9am until 7pm.

The indoor pool is open all year from 7am until 9pm whereas the outdoor pool opening times vary depending on the time of year. Please contact the spa on 01985 804699 for specific timings.

The indoor pool operates child-friendly swim times from 8am-10am and 3.30pm-5:30pm. Unfortunately, children (ages 0-16) cannot use the indoor pool outside of these times and must always be accompanied by an adult. Children can use the outdoor pool all day every day (subject to opening times). 

 

Is there a minimum age requirement for access to the spa and pools?

Children (ages 0-16) are only permitted to use the main swimming pool during child-friendly swim times and they must be accompanied by an adult at all times throughout the spa and we ask that you are respectful to others using the spa for relaxation.

Children under 16 years of age are not permitted to use the gym, hot tub or thermal treatment rooms and are not permitted to have treatments within the spa.

 

What do I need to bring with me for a spa day?

For all spa days a robe, slippers and towels are provided as well the use of a locker to store your belongings. Facilities include swimwear drying machines, hair drying facilities and complimentary toiletries.

We recommend you bring the following with you for your spa day:

Swimwear is a must if you wish to make use of all the facilities as we’re sorry to inform you that going au naturel is not permitted in the pools or the thermal rooms

Suitable footwear, such as flip-flops if desired.

Sportswear and clean trainers should you wish to make use of the gym.

We kindly ask all guests to wear appropriate clothing around the hotel, in the restaurant and on the terrace, no bare chests, please! 

 

I have a treatment booked, what time should I arrive?

You will be asked to complete a consultation form prior to your treatment so please arrive in plenty of time at the Spa reception to complete this, we recommend arriving at least 15 minutes prior to your booked treatment time to ensure you receive the full allocated treatment time.

Please note that if you arrive late for your treatment, this time may be deducted from your treatment time and the full price of the treatment will be required.

 

What are your limited company details?

The full name of our company is Bishopstrow House Limited a company registered in England & Wales under registration number 13298399 and our registered address is: Bishopstrow House & Spa, Bishopstrow House Ltd, C/o Homewood, Abbey Lane, Freshford, Bath, BA2 7TB.

 

Breakages and loss?

Accidents happen, but guests will be held responsible for any loss or damage to the hotel property caused by themselves, their guests or any person for whom they are responsible.

 

Liability?

Bishopstrow Hotel & Spa will not be responsible for the loss or damage of any property left in the Hotel other than as required under the Hotel Proprietor’s Act 1956 (a copy of the notice under such Acts is displayed in the reception of the Hotel) or any other applicable law.

 

Is my information safe with you?

All personal information stored and used by us is done so in accordance with our Privacy Policy, which is available on request or can be found here.

 

Should I take your website information with a pinch of salt?

Whilst every effort is made to ensure the accuracy of the information on our website Bishopstrow Hotel & Spa does not accept responsibility for errors or omissions and reserves the right to amend, cancel or vary any of the arrangements featured on the Website without notice.

The content of the Websites is the copyright of Bishopstrow Hotel & Spa, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.

Hyperlinks to third-party websites are provided for your convenience. We cannot accept responsibility for the content or use of third-party sites.