FAQs, Cancellation & Refunds
How long are gift vouchers valid for? Our gift vouchers are valid for 12 months from date of issue.
Is there a minimum amount on monetary vouchers? Monetary vouchers start from £25.
Can I buy gift vouchers over the phone or in the hotels? Gift vouchers can also be purchased over the phone through our Central Reservations Team on 0800 840 1240 or at each of our hotel receptions when you next visit.
I've been sent the wrong voucher, what should I do? Please call 0800 840 1240 and we will resolve this for you as soon as possible.
What is your cancellation and refunds policy? We want you to be delighted every time you shop with us. Occasionally though, we understand that you may want to cancel your order. If you would like to cancel your order please call 0800 840 1240 or email firstname.lastname@example.org. You do not need to return your gift voucher, the item will be cancelled on our system and you will be fully refunded.
You have the legal right to cancel your order at any time prior to us dispatching your order, and within 7 days of receiving your order, without giving any reason. To exercise your right to cancel, you must inform us of your decision to cancel by calling us on 0800 840 1240 or emailing email@example.com. To meet the cancellation deadline, it is sufficient for you to tell us you want to cancel your order within 7 days of receiving your order.
We shall refund you the price paid for the product using the same means of payment as you used for the initial transaction. You will not be charged any extra fees for this refund. How long will my refund take to process? If you cancel and return your order within the 7 day period referred to above, we will credit your original method of payment within 14 days of the notification to cancel.
Can my gift voucher be exchanged for money? Gift vouchers can be used towards goods and services available within our hotels and therefore can not be exchanged for money.
How much is postage for gift vouchers? We post all gift vouchers using Royal Mail 1st Class post at a charge of £1 to most UK destinations. Please allow 5 working days for delivery.
Can I get a voucher emailed to me? Yes, we can email gift vouchers to you free of charge. Please leave a note in the ORDER COMMENTS box on the Checkout page detailing your email address and that you would like to receive the gift voucher via email. You will receive the gift voucher in PDF format for you to print off. This printed version of the voucher must be brought to the hotel to be redeemed.
What about last minute Christmas delivery? We recommend the last day for ordering posted gift vouchers is by 6pm Sunday 17th December to make sure you get the voucher at this busy time of year. If instructed in the ORDER COMMENTS box on the Checkout page, we are happy to post vouchers beyond this date but we cannot guarantee that they will arrive in time for Christmas. Please note we can email gift vouchers until 12.30pm on Christmas Eve, after this time we cannot guarantee your order will be processed before Christmas Day .
What do the gift vouchers look like? Gift vouchers which are sent in the post are professionally designed and printed, with a hand written message displaying what the voucher is for. The voucher will be sent inside a professionally designed and printed box giving you the perfect gift without having to do any wrapping! Gift vouchers sent by email are professionally designed and sent to you as a PDF which you can then print and give to the recipient.