On 20th March we closed our family business, initially for 12 weeks, to support the country's effort to fight the Coronavirus outbreak and protect the NHS.
All of our teams, other than security personnel, will be at home and are NOT available over phone or email. We will be monitoring emails, but with a small team who have other responsibilities to the business and their families at this time. Please bear with us and allow 14 days for a response. Once it is safe to re-open the business, we will catch up and open our doors to you.
Events and wedding bookings
We have spoken to all the customers who had events booked within the next 12 weeks and hope to be in a position to reopen from 15th June. We have also discussed circumstances with those who have events with us until the end of August and we hope you are clear on the existing chains of communication and our stance moving forward. Customers with events from the 15th June onwards will be contacted by the 31st May at the very latest with an update on whether we think the event will go ahead.
Please do be aware that the events team will be at home and are not available over the phone or on email. So whilst we aim to get back to any queries as soon as possible, we do ask that you bear with us and allow up to 14 days for a response.
Hotel and spa bookings
We are accepting online bookings from 14th June onwards. Please be aware that this is not a definite re-opening date, so new bookings will be subject to booking T&Cs. Customers due to stay with us from the 15th June onwards will be contacted by the 31st May at the very latest with an update should the closure be extended.
Our health club is closed until 14th June. We will be in touch with all existing members and will advise re-opening. New membership enquiries will not be responded to until the facilities re-open. No membership fees will be taken until further notice.
We have cancelled all bookings up until 14th June and all customers have been made aware. If the closure goes beyond 14th June, we will be in touch. Our ability to do this in a timely manner is dependent on the government’s advice around when we can return to work. We will be in touch when we can and will treat any pre-payments with consideration under the circumstances.
In these uncertain times, we all need something lovely to look forward to. With this in mind, we have extended the expiry dates of any vouchers by a further 6 months, so you will have 18 months to enjoy your gift experience. If your voucher expires soon - don't worry. All vouchers that expire between March and June 2020 will be extended until the end of 2020.
Our team members continue to be the most important part of our family business. You will be kept updated in the usual way. HR emails will be monitored, but please allow 14 days for a response. For urgent queries, you can contact John or Victoria on their mobiles. We will do everything we can to support you if you need anything.