terms & conditions

General Terms and Conditions

Pre-Payment

Please note, prepayment is made at the time of your booking. Services cancelled without 48 hours’ notice will incur a 100% charge.

Peak Periods and Public Holidays

Variation of prices apply on public holidays. Prices may change without notice.

Gift Vouchers

Gift Vouchers sold through Hepburn Bathhouse & Spa are a product of the Hepburn Wellness Group. Your Gift Voucher is redeemable at Hepburn Bathhouse & Spa only. It can be redeemed for any treatment or packages of the same value, or you can upgrade by paying extra. International exchange rates may apply.

Please treat this Gift Voucher like cash as lost or stolen vouchers cannot be replaced. Gift Vouchers are not transferable for cash. Gift Vouchers are non-refundable. There are no limits on the number of transactions, the card cannot be topped up or reloaded and will expire in 3 years from the date of issue.

SPECIAL PROMOTIONS (like black Friday) These have very strict time limits (3) months and are not able to be used or extended beyond that time unlike our other gift vouchers.

A 100% charge will apply for all Bathhouse, Sanctuary and Spa Experience bookings cancelled with less than 48 hours’ notice. For accommodation guests, a 7 days cancellation period applies. Gift vouchers are non-refundable.

Please note: Treatments, Bathing, Accommodation & Package pricing is subject to change without notice. If this was to occur a balance will be payable at the time of booking.

Cancellation

A 100% charge will apply for all Bathhouse, Sanctuary and Spa Experience bookings cancelled with less than 48 hours’ notice.

Wheelchair accessibility

The Hepburn Bathhouse & Spa is wheelchair friendly with ease of access provided. Our main Bathhouse is wheelchair friendly, water wheelchair and ramp are onsite to be utilised. Please advise reception when booking based on your needs. Please note: Due to the natural terrain, villas and accommodation sites are not wheelchair accessible.

General Accommodation Terms and Conditions

General Information

You are entitled to one car parking space for the duration of your stay – Please park in your Villas allocated space. Should you have visitors during the day, additional car parking spaces may be available within the Hepburn Bathhouse & Spa car park directly across the road.

Balcony doors will be locked when you enter your villa. Please make sure you unlock these before spending time on your balcony as this may result in enjoying an extended stay on your deck as doors may lock automatically behind you.

Please note: Villa allocations are subject to change.

Accommodation Cancellation Policy

Please be aware that if you can no longer make your stay we do require notice of cancellation 7 days prior to your booking date. Cancellations made within this time will incur a full fee and our terms and conditions apply. 

Payment & Card Information

A valid credit or debit card is required at the time of booking to secure your accommodation reservation. This card will be securely stored for the purpose of covering any incidental charges or damages that may arise during your stay.

Hepburn Bathhouse & Spa, in conjunction with Hepburn Spa Retreat & Hepburn Springs Escape, reserves the right to debit the provided card for any additional fees incurred during your stay, including, but not limited to, extra cleaning, excess rubbish removal, extended stays, late checkouts, lost keys, smoking in the property, or repairs for any damages. Charges will be applied in accordance with our terms and conditions.

We are committed to protecting your privacy. All card details are handled securely and in strict compliance with the Privacy Act 1988 (Cth).

Additional Charges

Villas must be left in a relatively clean and tidy condition on departure, rubbish in bins provided and dishes are to be washed up and put away to avoid additional cleaning charges.

The Hepburn Spa Retreat & Hepburn Springs Escape has multiple Villa’s that can accommodate additional guests on a sofa bed. These Villa’s are available on request and will incur an additional charge of $45.00 per night. It is the responsibility of the person making the booking to ensure staff are notified of the requests for the additional sofa.

Twin Bedding

Twin bed configuration is available in your accommodation with a $45 surcharge. Please inform reception prior to your arrival if you would like this set up.

Non-Smoking

The Hepburn Spa Retreat is a non-smoking property. Where management determines the presence of smoking residue in any villa, a $250 additional cleaning charge will be applied to the pre-authorised credit card to cover costs of dry-cleaning of curtains, furnishing, etc.

Ashtrays are supplied for guest use in external areas only.

Mini Bar

A mini bar service is available to guests at an additional cost. Any charges incurred for mini bar usage will be applied to the stored credit card at checkout and processed within 7 days of your departure.

Eviction Notice

Hepburn Spa Retreat & Hepburn Springs Escapes reserves the right to evict any person(s) from the premises immediately and without notice or refund for any disturbances or unruly behaviour causing disruption to other guests.

Hepburn Spa Retreats reserves the right to charge guests for any damages, breakages, missing items, late departure, extra cleaning, or unpaid expenses. Any additional charges will be debited from the stored credit card following checkout.

Only the designated persons on check-in are permitted to stay in the villas. Any additions to this may be charged the average nightly rate for the duration of the booking and all occupants may be required to leave the premises.

We will not be responsible for any interpretation or misunderstanding about the premises booked and our cancellation policy will apply.

No Party Policy

Hepburn Spa Retreats are a Romantic Getaway Complex for Couples and not suitable for families with young children or party groups.

We respect all guests in house and ask all other guests to do the same with noise levels.

Our No Party Policy means you will be asked to leave the property if a disturbance is affecting other guests in the property.

Housekeeping

As villas are self-contained, they are not generally serviced daily. A mid-week service is provided for bookings of 7 nights or more.

Check In / Check Out

Check-in: from 3:00pm on the day of arrival.
Check-out: by 11:00am on the day of departure.

Reception Hours

Monday to Thursday – 9am to 7:00pm / Friday – 9am to 9pm / Saturday – 9am to 9pm / Sunday – 9am to 7pm. Guests checking into Hepburn Spa Retreat & Hepburn Springs Escape outside Reception hours please advise the Hepburn Bathhouse & Spa team, we will then be able to advise the procedure of access and assistance for after hours.

Insurance

We strongly recommend travel insurance should any stay need to be altered or cancelled before, during or following arrival for any reason or circumstances including natural events.

Lost Property Terms and Conditions

Guests are kindly requested to report any lost property by completing the Guest Service Form.

All items found on the premises will be securely stored and held for a period of three (3) months. If unclaimed within this time, the items will be responsibly disposed of. The spa is not liable for any loss or damage to personal belongings. Guests are encouraged to check their belongings carefully before departure.