Frequently Asked Questions

Question: I’m experiencing difficulties placing an on line order and checking out

Answer: Please call us on 01922 455 122 option 1 for the main reception who will be delighted to help you. Alternatively you can come in to the hotel to purchase vouchers. Main Reception is open from 8.00am - 10.00pm, and Spa Reception is open from 9.30am - 5.30pm.

Question: How do I print my e mail voucher?

Answer: Your voucher will arrive by email as a PDF attachment, please open the PDF attachment and print, the quality of the print finish will be determined by the spec of your printer so please bear this in mind and select a mail option for best quality.

Question: What delivery and postal options do I have?


  • Emailed free of charge.
  • Mailed 1st class in an A5 branded envelope - £3.95.
  • If you prefer you can come to the hotel to purchase vouchers, Reception is open 8.00am - 10.00pm.

Question: Can I have a VAT receipt for my purchase?

Answer: We do not supply VAT receipts on voucher sales; however VAT receipts can be issued on the redemption of the voucher.

Question: I’ve received my voucher and there is a mistake on it. Can I get it amended?

Answer: Yes please do contact us, we can amend or re issue a voucher and help put it right. Call us on 01922 455 122, option 1 for the main reception. Alternatively please forward your email with the voucher attachment to

Question: I have not received my voucher - what do I do?

Answer: Please email and we can help put it right. Please include the name of the person who purchased the voucher, what the voucher was for, the date of purchase and the name of the recipient. Unfortunately we cannot deal with this over the phone or in person. 

Remember email vouchers can sometimes go into your junk folder, so check this first.

Postal voucher are sent first class and should be received within 5 days – please allow for weekends and bank holidays.

Question: I’ve lost my voucher can I still make a booking?

Answer: Please email all lost voucher queries to as we cannot deal with this over the phone or in person. You will need to include the name of the person who purchased the voucher, what the voucher was for, the date of purchase and the name of the recipient.

We can track online vouchers; generally we suggest contacting the person who purchased the voucher so we can track the purchase and send them a copy of the voucher.

Alternatively, if the voucher was purchased online the recipient may have the email confirmation – ask them to search for 'gift voucher' in their email.

Question: Can I extend or refund my voucher?

Answer: Once expired we regret vouchers cannot be extended or refunded.  If you contact us prior to expiry you are welcome to visit Fairlawns to use your voucher to purchase another voucher for the experience (please note vouchers may have increased in value).

Question: Can I exchange my voucher for another experience?

Answer: Please email in the first instance. If you have been given a voucher and wish to use it for an alternative experience please email us a copy of the voucher (or include the voucher number, issue date and expiry date along with the details of what your voucher is for). Please advise what you would prefer to use it for and we will be able to look into it for you and hope to help you arrange this.

Question: I have only part used my voucher, can I carry forward the balance?

Answer: Unfortunately vouchers can only be used in one visit, as each voucher has a unique code that can only be used for one transaction.  Vouchers cannot be exchanged for money and no change is given so we hope you enjoy spending the full value!

Question: How do I redeem my voucher?

Answer: Prior booking is essential for all experiences.  We recommend booking well in advance by calling us on 01922 455 122 or email   

It helps to look at the front of the voucher for an idea of what you would like to book and what days this experience is available.

You will need to give your voucher numbers at the time of booking and you must bring your voucher along with you at the time of booking as it acts as payment for your chosen service.

If you have monetary vouchers you need to book your chosen service directly and secure it with the voucher numbers.  The voucher must be handed in on arrival to the hotel, restaurant or spa so we can arrange the voucher credit on your account.