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FAQs

Please find below the answers to our commonly asked questions. if you can't find the information you're looking for, get in touch with us and a member of the team will be more than happy to assist. 

  • 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 to. The best way to do this is by booking direct 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)
    • Half a bottle of Taittinger Brut NV Champagne on arrival
    • Complimentary parking
    • Full use of the halcyon 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 day of departure.

  • Do room/spa rates include VAT?

    Yes, all or rates include VAT.

  • What is your cancellation policy?

    For accommodation up to 5 rooms – bookings must be cancelled by 3pm, two days prior to arrival to avoid a fee. Any cancellation made within 48 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 cancellation and will be charged in full for the stay.

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

    All cancellation 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 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 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 free 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 please contact Lauren Osment at the hotel by calling us on 01985 212312.

  • What time is food served?

    The a la carte dining menu is served from 7pm until 9pm.

    The All Day Dining Menu is available from 10am until 10pm. From 10pm sandwiches will be available on request, unfortunately there will be no hot food available after 10pm.

    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 while it is not essential for you 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 in the restaurant!

  • 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 as far in advance as possible to avoid disappointment. You can 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 to use that have booked directly with the hotel.

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

  • What time are the spa facilities open until?

    The halcyon spa is open everyday from 7am until 9pm with treatments times available from 9am until 7pm.

    The indoor pool is open all year from 7am until 9pm whereas the outdoor pool opening times vary dependent on the time of year. Please contact the halcyon spa on 01985 212512 for specific timings.

    The indoor pool operates child-friendly swim times from 8am-10am and 3.30pm-6pm, 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 the child-friendly swim times and they must be accompanied by an adult at all time throughout the halcyon spa and we ask that you are respectful to others using the spa for relaxation.

    Children under 6 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 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 (we do stock a small range of swimwear available to purchase in the spa).
    • Suitable footwear, such as flip flops if desired.
    • Sportswear and clean trainers should you wish to make use of the gym.
  • 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 you 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 Versant (Bishopstrow) Limited a company registered in in England & Wales under registration number 10806316 and our registered address is: 10a, Charlecote Mews, Staple Gardens, Winchester, Hampshire, SO23 8SR

  • 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 reserve the right to amend, cancel or vary any of the arrangements featured on the Websites 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.