Online booking FAQs

If you’re using the portal for the first time, please reset your password by using your email and membership number attached to your account. If you have any further issues, please ask our chatbot for help.

We recommend clearing the cache/browsing history on your device (click here for more information), reloading the webpage, or restarting your device.

To check availability, select the date you want to visit, confirm how many will be visiting, and click the ‘Check availability’ button. Make sure to press the ‘Check availability’ button after selecting each date to reload availability.

If there are no options displayed, we are unfortunately fully booked. Please select a different date and click the ‘Check availability’ button again.

Please log into the booking system and click on the relevant booking on your dashboard, you will then be able to edit your booking.

You may cancel spa bookings, guests, and treatments up to 24 hours before the visit, and gym classes up to 1 hour before the start of the class.

You can make all your guest bookings online. Please note, if you are bringing a day guest, you must select the first arrival time slot of the date.

If you select a guest and no options are returned, this means that we are fully booked. Please select an alternative date.

Our spa restaurant is very popular and we would recommend booking your dining slot if you would like to enjoy a meal in our restaurant.

We recommend coming together as this will ensure we reserve a table for you together in our spa restaurant.

We are currently developing the functionality to book vouchers online, in the meantime please call us on 0118 989 7500 to book.

If you have booked a spa visit, we will automatically send you a booking confirmation. If you have not received this, please check your junk and if it’s still missing, please contact us on 0118 989 7500.

To view your statements online, log in to the online system and click on ‘Your Statements’ on your dashboard.

You can see both your current and previous statements, all together, safely in one place. You will receive email reminders from us when you have new statements to view, and you will be able to raise any queries directly with our membership team via a simple form.

We are on a mission to reduce how much paper we use so all members now view their statements via the online portal. You may also print out your statement if you would rather have a paper copy. If still necessary, you can opt to continue receiving paper statements by clicking ‘opt-in for paper statements’.

To check availability for a Time Out visit, select the date you want to visit, confirm how many will be visiting, and click the ‘Check availability’ button. Make sure to press the ‘Check availability’ button after selecting each date to reload availability.

To check availability for our Spa Experience packages, select the date you want to visit, confirm which package you would like and how many will be visiting, then click the ‘Check availability’ button at the bottom of the page.

If there are no options displayed, we are unfortunately fully booked. Please select a different date and click the ‘Check availability’ button again.

This functionality is still under development for spa visitors, in the meantime, please call us on 0118 989 7500 to edit your booking.

Please call us on 0118 989 7500 to cancel your reservation. Please be aware our usual terms and conditions will apply. See here to view our terms and conditions.

Our spa restaurant is very popular and we would recommend booking your dining slot if you would like to enjoy a meal in our restaurant.

We recommend booking together as this will ensure we reserve a table for you together in our spa restaurant.

To redeem a Time Out voucher online, select ‘Book a Time Out visit’, and choose your desired date and time. Once you’ve filled in your details, you can enter your voucher code.

To redeem a Spa Experience voucher, select ‘Book a Spa Experience Package’, enter your voucher code, and press ‘add voucher’.

To redeem a monetary voucher, choose either Time Out or Spa Experience, and follow the relevant instructions above.

If you have booked a spa visit, we will automatically send you a booking confirmation. If you have not received this, please check your junk and if it’s still missing, please contact us on 0118 989 7500.