FAQs
Looking for a quick answer to your question?
We've put together a series of Frequently Asked Questions based off your comments and feedback.
Before Your Stay
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've booked the Best Available Flex Rate, you can cancel anytime up until 4pm the day before your arrival date – with no charge! If you cancel after this time, you'll be charged for your first night's stay. Keep in mind other rates may have different cancellation terms. But don't worry, we'll let you know what these are upfront when you make your booking.
Check out our T&Cs to view all rates and policies here.
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.
Accessibility
Yes, we have three accessible bedrooms on the second floor of the hotel.
To book or get further information, please contact our call centre on 0330 107 1599.
You can find more information about the hotel's accessibility here.
The health club is located on the ground floor of the hotel, access is via stairs from the hotel, or access can be guided via a lift. There will be a member of the leisure or reception team on hand at all times to guide you through the facilities.
Access to the pool is via steps, all of which have hand rails available to use. Once in the spa we have a ramp down to the treatment rooms 1-5 or treatment rooms upstairs with a nearby lift or access from main hotel reception.
Yes, lift access is available throughout the hotel.
Yes, the main entrance has an automatic double door on the left and there's a ramp to Reception which is on the second floor.
Getting Here
Hexham Train Station is only 7 miles away, with Newcastle 30 miles from us. Super convenient if you plan to arrive by rail.
Absolutely, if you need a ride somewhere, let us know and we'll arrange for the local taxi service to pick you up.
Golf
Yes, children are welcome to play golf on either of our golf courses. However, our pro-shop reserve the right to restrict play depending on the age and skill of the child. An adult may be required to accompany under 16s. Full golf attire is required for any golfer wishing to play the courses.
Buggies are available to hire to help you make the most of our stunning courses.
Please note that the availability of buggies is always weather dependent and persons using buggies must be at least 18 years old and have a valid driving license.
Reserve a buggy when you make your booking or contact us on 01434 676554 or [email protected]
Yes, of course. Please contact our pro-shop to book your tee-time on 01434 676554 or book online here.
Yes, of course. Book a round on one of our Championship courses with our pro-shop on 01434 676554 or book online here.
Yes, every player must have their own set of golf clubs.
Spa and Leisure Facilities
You're welcome to use the leisure facilities available, and can make bookings for spa treatments/packages for an additional fee. (So worth it!)
We invite you to enjoy our Health Club facilities free of charge during your stay, however use before your check-in or after your check-out time will be subject to available capacity.
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.
There's no need to book a pool slot, just dive in!
Pool opening times are:
Monday - Friday: 6.30am - 9.30pm
Saturday & Sunday: 7.30am - 7.30pm
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.
Yes, you are welcome to use our spa after you check out, and treatments can be arranged for an additional fee. (So worth it!) Leisure facilities can be used until 11am on day of check out.
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.
Kids under 16 years are not permitted in the gyms or poolside facilities (jacuzzi, sauna and steam room). Your child may swim during the allocated children's swim times, but must be accompanied by an adult.
Children's swim times:
Monday – Friday
8am - 12pm & 3pm - 7.30pm
Saturday & Sunday
8am - 12pm & 3pm - 7pm
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.
Dining with us
Breakfast is served in Hadrian's Brasserie from 7am - 10am weekdays and 7am - 11am on weekends.
Hadrian's Brasserie has stunning views across the terrace with a menu to match, you can enjoy your dinner here 5:30pm - 9:30pm. You can view our menu and wine list online here.
There's no need to book a time, however, if there is a specific time you'd prefer to enjoy your breakfast, simply advise a member of our team at reception on check-in.
We'll always try and accommodate any dietary requirements. Please let your server know your preferences when you join us for a meal.
You can book dinner and Afternoon Tea online via the hotel website. We'd always recommend booking in advance to make sure we have a table at the time you'd prefer.
Book online here and we'll also send you a reminder just before your stay.
Yes, of course! (We are British, after all.) We offer Traditional Afternoon Tea, Hendricks Gin & Tea, and Prosecco and Champagne Afternoon Tea – so pick your favourite.
Click here to find out more, or book a slot.
Yes, we offer gluten-free meals. Our menus show options with GF = Gluten Free and GFS = Gluten Free Alternative Available. Please note our food is prepared in a kitchen where nuts, gluten and other known allergens or intolerances may be present.
Yes, we offer a range of tasty Vegetarian and Vegan dishes. Our menus show options with V = Suitable for Vegetarians and Ve = Suitable for Vegans.
If you're not staying with us you're still welcome to join us for a meal, but we'd definitely recommend booking in advance.
Book online here or give us a call on 01434 673350 and press 0 for reception
No, room service is currently not available.
After you've checked out
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.
You can ask for a VAT receipt when you check out.
If you've already checked out, please call 01434 673350 and press 0 for reception or email [email protected]
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.
All our availability and prices are live, therefore any quotes made prior to booking via email are subject to change, therefore we always recommend, if your query is a little more complicated than the norm, that you give us a call on 0330 107 1559, however, if you'd prefer to email us, please click on the link at the bottom of this page and fill out our query form, and we'll get back to you shortly.
Please note, Credit and Debit cards cannot be taken over email, so confirmed booking need to be completed via phone or online.
Please contact our friendly team by emailing [email protected].