Escape for Adults

Lifehouse Terms & Conditions

Please note that Lifehouse is an “Escape for Adults” - Lifehouse welcomes guests who are aged 16 or over. 

Contact our team

To make an enquiry or booking please call our reservations team on their direct line 01255 860050 or email them at reservations@lifehouse.co.uk  You can book directly with us online 24 hours a day at www.lifehouse.co.uk.

Booking Information

Our reservations team will be delighted to help with any question you may have to ensure you have the best spa experience with us.  If you would like to book extra Spa Treatments or Wellness Consultations, please let us know in advance of your Lifehouse visit to avoid disappointment.

Prices

The prices and charges shown on the website and in other Lifehouse communications (leaflets, brochures, social media) are subject to change.  Exact prices and charges will be confirmed at the time you make your booking.  Please note that we reserve the right to raise prices and modify or discontinue treatments without prior notice to ensure that maximum standards of service and quality are met.  Spa treatments, Wellness Consultations and activities that are included in your Lifehouse Stay or Spa Day are non-transferable and non-refundable.

Lifehouse Offers

Lifehouse offers are limited to one offer per booking, and cannot be used in conjunction with any other offer. We reserve the right to withdraw or change our offers at any time without notice.

How to pay:

Lifehouse Stays: Payment can be by Credit Card, Debit Card or bank transfer. Payment will be taken in full at the time of booking and is subject to our cancellation terms given below.   On check in, you will be asked to provide a valid credit or debit card for pre-authorisation.  The balance of any additional purchases will be charged to this card on check out.

Lifehouse Offers: Payment can be by Credit Card, Debit Card or bank transfer. Payment for Lifehouse Offers will be taken in full at the time of booking and are non refundable non changeable unless otherwise stated.  On check in, you will be asked to provide a valid credit or debit card for pre-authorisation.  The balance of any additional purchases will be charged to this card on check out.

Lifehouse Days: Payment can be by Credit Card, Debit Card or bank transfer. Payment for Day Packages will be taken in full at the time of booking.  On check in, you will be asked to provide a valid credit or debit card for pre-authorisation.  The balance of any additional purchases will be charged to this card on check out.

VAT

All prices where applicable are inclusive of VAT. Where changes to tax occur outside our control, price will be amended accordingly.

Arriving at Lifehouse Spa & Hotel

Once you have booked, you will receive an email from our e-concierge service confirming your booking.  This will also allow you to login in to our e-concierge service to book your pick up from the station for a nominal charge, book a table for dinner or request additional treatments or extras for your room.

Check in / Check out Time:

Your booking confirmation will notify you of your arrival and departure time at Lifehouse.  You are welcome to arrive earlier than your specified check in time and enjoy the gardens, lunch or afternoon tea.  However you will not be able to access your room or the wet facilities until your check in time.

Generally our Check in / check out times are as follows:

Lifehouse Stays

 If you have booked B&B, Dinner & B&B

Arrival check in: 3pm

Departure check out: 11am

Additional time in the spa on the day of departure can be purchased at £15 per person.


If you have booked a Spa Break (ie a spa package including a treatment) check out of your room at 12 noon and take a locker until 3pm to enjoy extra time in the wet facilities

Arrival check in: 3pm

Departure check out: 12pm

 Please note that if you depart your room after the check out time shown on your booking confirmation we reserve the right to levy a surcharge of £20 until 4pm, thereafter a full nights room rate.

Lifehouse Spa Days 

Arrival at 9am / Departure at 6pm

Early departure

Guests who leave Lifehouse before the departure date specified on their booking confirmation will not be entitled to a refund for the unused part of their booked stay

Cancellation by you

We understand that sometimes you may need to cancel treatments, Spa Days or Lifehouse Stays. If you wish to cancel your stay please contact our reservations office. We highly recommend that you have travel insurance in case you need to cancel unexpectedly. As a courtesy to our other guests and our therapists, if you need to cancel your Lifehouse Stay or Lifehouse Spa Day, Lifehouse will apply the following charges per person for cancellation as shown below:

Cancellation of Lifehouse Seasonal Offers: If you have purchased one of our limited Lifehouse Seasonal Offers, full pre-payment will be taken at time of booking and this is non-refundable and non-transferable, no cancellations or changes are permitted (T&C’s will be on your booking confirmation).

Cancellation of Bed & Breakfast or Dinner Bed and Breakfast packages:

Flexible B&B and DBB rates: Non-arrival or cancellation after 2pm, 48 hours prior to arrival will incur full payment of the cost of your stay. Cancellation before this time will receive full refund.

Best Available B&B and DBB rates: these are non-refundable and non-transferable.

Cancellation Spa Break Stays:

  • Non-arrival on the arrival date shown on your Booking Confirmation will incur full payment of the cost of your stay
  • Cancellation within 7 days prior to 9am on your arrival date will incur full payment of the cost of your stay.
  • Cancellation between 7 – 14 days prior to 9am on your arrival date will incur payment of 50% of the cost of your stay
  • Cancellation between 14 – 30 days before 9am on your arrival date will incur payment of 25% of the cost of your stay.
  • Cancellation more than 30 days before 9am on your arrival date will receive a full refund

Cancellation of Residential Groups – above 8 persons

  • Non-arrival on the arrival date shown on your Booking Confirmation will incur full payment of the cost of your stay
  • Cancellation within 21 days prior to 9am on your arrival date will incur full payment of the cost of your Group Stay.
  • Cancellation between 21 – 28 days prior to 9am on your arrival date will incur payment of 50% of the cost of your stay
  • Cancellation more than 28 days before your arrival day you will receive a full refund

Cancellation of Day Packages

  • Non-arrival on the arrival date shown on your Booking Confirmation will incur full payment of the cost of your stay
  • Cancellation within 7 days prior to 9am on your arrival date will incur full payment of the cost of your Spa Day.
  • Cancellations between 7 - 14 days prior to 9am on your arrival date will incur payment of 50% of the cost of your Spa Day.
  • Cancellations between 14-30 days prior to 9am on your arrival date will incur payment of 25% of the cost of your Spa Day
  • Cancellations at least 30 days before 9am on your arrival day will receive a full refund.

Cancellation by us

It is unlikely that we will have to make changes to your booking for your Lifehouse stay or day package.  However, occasionally we may have to make changes either before or after your booking has been confirmed or cancel confirmed bookings. We reserve the right to do so at any time. If we have to make a significant change to or cancel your booking, and provided that there is time to do so prior to your arrival at Lifehouse, we will notify you of such change and you shall have the option to: (a) accept the alternative proposed booking arrangements as notified to you, or (b) cancel your booking (together with a refund of any monies paid to us). You must notify us of your choice within 7 days of our offer of the alternative booking arrangements. If you do not do so then we will assume that you have chosen to accept the alternative booking arrangements.

You will not be entitled to the above option where any change is minor or where the changes or cancellation by us arises out of alterations to the confirmed booking requested by you.

The option above will be your sole remedy in the event of a significant change or cancellation by us. No compensation will be paid and no liability beyond offering you the above option (where applicable) can be accepted.

Amendments to your Booking

Please note that if you need to change the date of your booking due to illness, adverse weather conditions or bereavement, at our discretion, all date changes under the above categories will be charged at £25pp.

Whilst we do all we can to ensure that all treatments and spa experiences are available, there may be times when some are unavailable due to maintenance work and we may need to make amendments to your booking. We cannot guarantee the availability of all or any particular treatments and experiences. Please also note that times and dates of treatments are subject to change due to operational reasons.  Photographs in promotional material are for guidance only.

Treatment Times are confirmed on the day of your arrival. Once you have checked into Lifehouse, treatment times are strictly non-exchangeable / non-refundable if you do not arrive for a treatment or are unable to attend the treatment.  On all packages, all treatments must be taken on the original booking date and no option is available to credit treatments/services to future dates in the event of the client not partaking of all the services included in the package booked

Please be aware that it is not always possible to schedule treatment times at the same time as other members of your party and whilst we try to accommodate guest requests for specific treatment times, these cannot be guaranteed and may be subject to change.

Travel Insurance

We strongly recommend that you consider booking travel insurance which amongst other things provides cover in the event of a cancellation, curtailment or illness etc.

Lifehouse Spa & Hotel Property

All items in the Spa & Hotel remain the property of the Lifehouse Spa & Hotel.  Lifehouse reserves the right to charge guests after departure for any items removed during the stay including but not limited to bathrobes, towelling, items in rooms, changing rooms or around the property.

Our How to Spa Guide

Please ensure you read the Lifehouse ‘How to Spa’ Guide in preparation for your Lifehouse visit.  This is available on our website or you can request a copy to be emailed to you when you book.

Dress code

We encourage you to relax in casual dress and bathrobes during your stay – our philosophy is “robed and relaxed”.  You are welcome to lunch in the Spa Café dressed in your robe.  However, if you are dining in the restaurant at lunchtime or for dinner, the dress code is smart-casual please.

Your Health and Wellness

The Lifehouse Health and Wellness team are on hand to offer help and advice so that you get the most from your stay.  We ask all guests to complete a Spa  Questionnaire and disclaimer on arrival. However we advise you to consult your own doctor before booking about the need to limit or avoid any treatment, activity, facility, service, product or meal that Lifehouse offers.

Fitness Classes & gym facilities

A range of fitness classes are available to our guests. These are bookable at spa reception on arrival. Numbers are limited on a first come, first served basis.  We reserve the right to charge for these classes the prices for classes will be shown on our website and at Spa Reception when you make your booking.  Any money paid for an activity class that you have booked but not attended will not be refunded.

Lifehouse Etiquette

We want all our guests to have a safe, relaxing and enjoyable time at Lifehouse so please note the guidelines below:

Mobile Phones / Tablets / Laptops
As a courtesy to other clients and to preserve the ambience of Lifehouse Spa & Hotel, we request that clients switch off their mobile phones, tablets, laptops  at all times within the spa areas.

Smoking
Lifehouse Spa & Hotel is entirely a non-smoking area. Smoking in a non-designated area will result in a £200 fine to enable thorough cleaning. We reserve the right to charge this amount post departure. You may only smoke in the designated area in the courtyard.

Spa
Lifehouse asks all guests to shower before using the wet facilities - this ensures a clean environment for all. Please do not take breakable objects including glasses into the wet facilities. Loungers are not to be reserved.

Excessive noise or disturbance
We kindly request all guests to respect other Spa users by keeping noise to an agreeable level throughout the Spa facility and in Willow & Mulberry accommodation areas.  In this way, all our guests will be able to enjoy the facilities and hotel in a convivial and stress free atmosphere.  We reserve the right to ask any guest or group of guests to leave the Spa if they are disturbing other users of the facilities.

Safe and Sensible Alcohol Consumption

On safety grounds we advise guests to be sensible about their alcohol consumption.  Alcohol intake may affect an individual’s safe enjoyment of the Lifehouse facilities, gardens and Spa treatments.

A selection of beers, wines and spirits are available to purchase at the bar or in the restaurant.  If you bring your own alcohol for consumption at Lifehouse, there will be a corkage charge of £20 per bottle. A charge also applies for the hire of an ice bucket and glassware. We reserve the right to charge these to your card after departure.

We do not welcome any form of fancy dress.

We aim at all times to preserve the peace and tranquillity of all guests within Lifehouse Spa & Hotel.  We want all our guests to enjoy the quiet relaxation that Lifehouse offers.  Therefore we have the right to bring your visit to an end without compensation if we think your behaviour or the behaviour of anyone in your group might affect the enjoyment or safety of others. If you, or a member of your party, cause disturbance to other guests or cause damage to the fabric or fittings of the building, the surroundings or wildlife, we have the right to recover from you the costs of this damage and/or any compensation we are obliged to pay to other guests.

Valuables

No responsibility can be accepted by the Company for the safety of your personal belongings (including, without limitation, money or valuables of any kind) brought to Lifehouse Spa & Hotel.  If you do bring valuable items we strongly recommend that they are covered by your own insurance for the period of your stay.

Please note that we advise guests to remove all jewellery before using the wet facilities as chlorine in the water may cause damage. In the event that any guest decides to wear jewellery in the wet facilities, Lifehouse Spa & Hotel takes no responsibility for any damage that may be caused or for the cost of any repair or replacement that may required.

Gift Vouchers

If you are looking for a special gift for a friend or family member, Lifehouse Gift Vouchers are the ideal choice.  Give someone you love the chance to rest, relax and get properly pampered!  You can buy Gift Vouchers by calling our Reservations Team, by emailing them at reservations@lifehouse.co.uk or by visiting our website at http://gifts.skchase.com/lifehouse/

If you are paying for all or part of your Lifehouse Stay or Spa Day with gift vouchers, they must be redeemed at the time of booking.  Gift vouchers have no cash redemption value, no change can be given from them and they cannot be exchanged for further gift vouchers. If the total cost of your stay or day package exceeds the value of the gift voucher(s), the balance must be paid by debit card or credit card at the time of booking.  Refunds are not available for expired Gift Vouchers so please note Vouchers are only valid for up to six months from the date of purchase.

What we describe

We take care to ensure that what we describe in our literature and on our website is accurate, regarding the descriptions and information about facilities available or planned to be available.  Our photographs are intended for general guidance only. All facilities are subject to availability. It is possible that accommodation, services or facilities may need to be adjusted or withdrawn temporarily due to maintenance, legal requirements, factors beyond our control, operational needs, the needs of other guests and/or good practice. Any typographical, clerical or other error or omission in any sales communication or literature or any other document we issue will be subject to correction without any liability on our behalf if it is a mistake of fact, save in the case of our fraudulent misrepresentation or any other liability that cannot be excluded by law.

Special requests

If you have any special requests or dietary requirements please tell us when you make your booking and confirm in writing upon receipt of your booking confirmation. We will use reasonable efforts to arrange your reasonable special requests, but cannot guarantee that they will be fulfilled and any failure by us to fulfil such requests will not be a breach of contract.

Group bookings

If you are planning to visit Lifehouse in a group of six or more please call 01255 860050 and ask to speak to one of our group booking experts. We can then ensure that we meet all your group and individual requirements and ensure that you get the most out of your stay with us.

Accessibility

We aim to ensure that Lifehouse is as accessible as reasonably possible so it is important that you inform us of any special needs, requirements and conditions prior to any booking being confirmed. Our reservations staff will be happy to discuss with you availability and suitability of our stays and day packages.

Information about your party

The person who makes the booking will be accepting the terms and conditions on behalf of all guests on the booking, as lead booker. The lead booker is responsible for ensuring that all members of the party are aware of and accept the whole of these terms and conditions and the obligations contained in them, the brochure and any other documents and information supplied by us. We have the right to obtain from the lead booker the name, age, address and gender of each guest before confirming your booking or at any time and the lead booker must be a member of your party unless we agree otherwise in writing.

We want you to enjoy your stay

We hope you will enjoy your stay at Lifehouse and welcome all feedback on any aspect of your stay with us. Any assistance you require or any concerns you have with any aspect of your stay or day visit with us should be brought to our attention immediately.  Please speak to any member of the Lifehouse team or talk to the Duty Manager.  We aim to give prompt assistance to you if you are in difficulty and aim to respond promptly to any concerns you raise so that you can enjoy the rest of your visit.

If you are not satisfied with the response from the Lifehouse team or Duty Manager, please make sure that you have recorded the details with the Duty Manager and then you must write to the Operations Manager no later than 21 days after your stay or day visit at the following address: Lifehouse, Frinton Road, Thorpe-le-Soken, Essex, CO16 0JD. We regret that we cannot accept liability for any claims which are not notified to us strictly in accordance with this paragraph.

Please note that we are not responsible for any matter of which you were aware and which you did not bring to our attention during your visit.

Liability

(a) Save as set out at (b) below, (i) we accept no liability to you or your party for any indirect or consequential losses suffered by your or your party (howsoever caused), or loss or damage to you or your party's personal property, during your stay at Lifehouse or in connection with your booking, and (ii) our entire liability to you or your party in connection with your booking and stay is limited to twice the total amount of booking fees received by you in connection with your booking.

(b) Nothing in these terms and conditions or the booking contract shall limit or exclude our liability to you or your party for (i) death or personal injury resulting from our negligence, (ii) fraudulent misrepresentation, or (ii) any liability which cannot be excluded by law.

Your statutory rights are unaffected.

Data Protection and Privacy

All the information we collect and hold about you and members of your party may be stored in computer and other filing systems, for which we hold a valid notification under the Data Protection Act. We collect and keep information about you and members of your party to enable us to administer our services to you, to conduct market research and provide you with information about our products and services and those of carefully selected third parties. If you do not wish to be contacted by us or such third parties please write to or email our Reservations Team at reservations@lifehouse.co.uk.

Please click here to see our Privacy Policy

Force Majeure

We shall not be liable for any delay or non-performance of our obligations under this contract to the extent that the performance is interrupted or prevented by any act or omission beyond our reasonable control.

Miscellaneous

If any provision of these Terms and Conditions or the booking contract (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the contract, and the validity and enforceability of the other provisions of the contract shall not be affected.  A person who is not a party to the booking contract shall not have any rights under or in connection with it.  These Terms and Conditions and the booking contract and any dispute or claim arising out of or in connection with it (including any non-contractual claims or disputes) shall be governed by and construed in accordance with the laws of England and Wales and the parties irrevocably submit to the exclusive jurisdiction of the English courts.

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Thorpe Hall Leisure Limited, c/o Gilson Gray, 29 Rutland Square, Edinburgh EH1 2BW.
Registered in Scotland No: SC412326.