Q&A
The Bathhouse and Sanctuary bathing areas, private bathing and spa treatment rooms are currently closed for renovations. A limited number of spa treatments are available to book in an alternate location on site and our accommodation and historic Pavilion Café remain open.
To accommodate the spa treatment rooms being upgraded, we have temporarily relocated spa treatments to one of our accommodation villas on site, where guests will still receive the same high quality, personalised and tranquil experience from our spa professionals.
Due to this adjustment, availability will be limited. If your booking is affected, a consultant will reach out to discuss options. Refunds will be provided where necessary.
As we prepare to celebrate our 130th anniversary, we are thrilled to announce various upgrades to the historic Hepburn Bathhouse and Spa, all of which have been carefully designed to elevate the guest experience with us. This includes some unexpected works which disrupted our original timeline, unfortunately affecting some guest’s reservations.
With 130 years of history, we are working closely with the local council and key stakeholders to preserve the historical significance of our building while ensuring it remains safe and resilient for years to come.
Some of these enhancements include:
- A complete refresh of our changerooms, featuring state-of-the-art RFID lockers and upgraded access to the Sanctuary
- A beautiful new look throughout the Bathhouse, with refreshed tiling, flooring, lighting and an inviting new entrance
- An enhanced bathing experience, with all-new fixtures and fittings in the Sanctuary
- An upgraded sound experience, with a new audio system throughout
- A reimagined spa journey, with an overhaul of treatments and packages
- Expansion of our private bathing experience (see below)
One of the most exciting developments is the expansion of our private bathing experience. We are increasing our private baths from four to twelve, allowing more guests to enjoy this exclusive and unique experience. The addition of eight brand-new private baths will set a new standard in private bathing, offering more availability, elevated design and an even more indulgent atmosphere.
If your package is for bathing and Devonshire Tea only, the reservation will be cancelled, and conditional refunds apply.* Reschedules are not currently being offered.
If your spa or accommodation package includes Sanctuary or Bathhouse bathing, we encourage you to transfer to an alternative experience, such as a spa treatment, or Pavilion Café service. The funds from your bathing experience will be applied to your selected option, additional fees may apply. If no alternative experience is available, the bathing portion of your package will be cancelled and conditional refunds apply.* Please submit a Guest Service Form with your preference.
Refunds may take 7–10 business days to process and will be issued via the original payment method. For reservations paid by gift voucher, the funds redeemed for the bathing portion will be returned to the original gift voucher. If your booking was made by redeeming a pass, please submit a request of your choice via the Guest Service Form.
Bathhouse and Sanctuary bookings during the closure period created by Gift Certificate redemption will be automatically cancelled and the value of the bathing will be returned to the Gift Certificate.
The Gift Certificate validity will be extended for a further six months if previously expired (excludes Bathing Passes). An email will be received once this manual process has been completed and there is no action required by guests.
For reservations paid by gift voucher, the funds redeemed for the bathing portion will be returned to the original gift voucher. If your booking was made by redeeming a pass, please submit a request of your choice via the Guest Service Form.
For existing bookings made through third-party providers (e.g. Red Balloon, RACV Luxury Escapes, Cudo, Treatme, Scoopon), refunds or alternative options for bathing will be coordinated on your behalf. Please submit a Guest Service Form to advise of your preference.
Bathing vouchers purchased through a third party that have expired throughout the closure period, will be automatically honoured until Dec 31st 2025. There is no action required. Simply call to book upon announcement of reopening.
A new pass will be reissued and emailed before the reopening date.
Guests will be provided the opportunity to experience the bathhouse after extensive renovations, providing an enhanced experience.
Previously restricted bathing dates have been extended through to Dec 31st 2025. Guests are invited to redeem passes upon announcement of reopening date – Dec 31st 2025. Guest will be informed of the reopening date via email.
Guests will be provided the opportunity to experience the bathhouse after extensive renovations, providing an enhanced experience.
Previously restricted bathing dates have been extended through to Dec 31st 2025, with no need for replacement passes.
Guests are invited to redeem the existing bathing pass online, upon announcement of the reopening date- Dec 31st 2025. Simply follow the instructions on the bathing pass to redeem online.
What to expect
Open every day of the year except Christmas Day & Good Friday.
On Public Holidays, School Holidays and during peak trading periods our peak prices apply. Prices subject to change without notice.
Hepburn Bathhouse
Mon to Thu: 9:00AM – 7:00PM
Fri & Sat: 9:00AM – 9:00PM
Sun: 9:00AM – 7:00PM
The Pavilion
Café
Mon to Fri 10:00 am – 3:30 pm
Sat to Sun 10:00 am – 4:30 pm
Please Note: All facilities are closed Christmas Day and Good Friday.
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