FAQs

Check-in is from 3pm, but if you arrive early and want to drop off your bags, we're happy to store them at reception. When it's time for you to hit the road again, please check out by 11am. 

Check-in is 3pm as standard, however, we can sometimes offer early check-ins on special request, if rooms are available. Get in touch within 48 hours of your stay and we'll see if we can accommodate you. Give us a call on 01434 673350 and press 0 for reception. 

If you have a spa appointment or want to use the leisure facilities before check-in, you'll be able to use the changing facilities. Just need a quick freshen up? You're welcome to use the Reception bathroom facilities and then store any bags with us. 

Unfortunately, we currently do not. 

Yes, we have several interconnecting rooms ideal for families. Just put in a request when you make your booking and we'll do our best to arrange one for you. Or, call our booking office on 0330 107 1599 if you would like to guarantee interconnecting rooms. 

Our car park is not secured, so please bring valuables into the hotel with you. There is lighting if you're arriving in the dark. 

Yes, we'll happily store your baggage at reception before check-in so you can explore the local area. 

If you'd like something added to your room before arrival, say a birthday cake or special flower arrangement, just let us know in advance and we're happy to help out. You'll also get an email in advance of your trip with some special extras you can book quickly and easily. Please call 01434 673350 and press 0 for reception. 

Of course you can. If you're travelling as a group, let us know in advance that you'd prefer rooms near to each other so we can accommodate you. This is subject to availability, as our hotels do get very busy! 

Yes, we have 400 parking spaces which you can use at no extra cost. Vehicle registration is required at check-in. 

Yes, dogs are welcome. See our dog friendly hotels guide for more information here.

Yes, if the kids are coming along, you can enjoy some quality time together in one of our generously-sized family rooms. We can set you up with a cot for very young guests, a Z bed for slightly older ones. 

Ring us on 01434 673350 if you need anything. We're here to help! 

Yes, we do group bookings. Whether it's hosting your colleagues for a work conference or your close circle of friends for a fun trip away, we'll gladly do what we can to make your group stay as enjoyable as possible. Give us a call on 01434 673350 for more information. 

Yes, our Superior Rooms and Suites feature complimentary minibars. 

Hexham Train Station is only 7 miles away, with Newcastle 30 miles from us. Super convenient if you plan to arrive by rail. 

A number of our spa packages include a delicious light lunch and a glass of Prosecco. Our menu changes regularly, but please call the spa on 01434 676 708 if you'd like further information. You can also upgrade to an indulgent Afternoon Tea if you'd like an extra treat.  

Yes, you'll be given a complimentary fluffy robe and towel to use for the duration of your spa experience, and slippers/flip flops can be purchased from the spa team on arrival. Alternatively, you're welcome to bring along your own footwear. 

Our treatments are suitable for people over the age of 16. We do not provide treatments for children under 16. 

If you're staying with us, you're welcome to use the pool and health club facilities free of charge. There is an extra charge for any spa treatments. (Worth every penny, though, if you ask us!) If you're visiting our hotel just to use our facilities, you will need to pay a one-off fee of £25 per adult or £15 per child for all day use. Unless you have a gym membership, in which case, welcome back! 

Check out from the hotel is 11am and facilities can be used up until check out. If you would like to continue using facilities after 11am, please speak to our leisure club on the day to check availability, as our facilities can be very busy, especially on weekends. 

Guests have access to the health club facilities from 3pm on the day of arrival until 11am on the day on the day of departure. 

Yes, you can book in for a spa day OR individual treatments. To book a spa experience, call 0330 107 1599, or book online here.

Yes, you can book spa days, spa breaks and some individual treatments online here or you can give us a call on 0330 107 1599.

Sure you can! Simply sign up for a membership and start enjoying regular access to our health club. Join today here.

You can find all the need-to-know details about spa bookings here.

If you think you've left something behind, please get in touch with the hotel Reception for assistance on 01434 673350 and press 0 for reception. 

The pre-authorisation charge is just there to make sure you can cover the cost of any extras you enjoy during your stay - it's not an actual charge and will disappear from your account although this may take a few days. If you're concerned, please give us a call on 01434 673350 and press 0 for reception. 

The hotel reception desk is happy to look after your bags before check-in or after check-out. 

Please feel free to stay for a bite to eat after check out. And you can enjoy the leisure facilities until 11am. 

We're really sorry that part of your stay hasn't met your expectations. The best way to deal with any issues is to speak to the hotel team so we can try and solve the problem as quickly as possible. If you need to make a complaint after your stay, please email us at [email protected]. Don't forget to put your booking reference in the message. 

 Please contact our friendly team by emailing [email protected].