Unavoidable urgent structural repair works

Bathhouse & Sanctuary pool closure information 

The Bathhouse and Sanctuary areas are currently closed for unavoidable urgent structural repair works.  

All other services, including spa treatments, private bathing, accommodation, and the Pavilion Cafe, remain open as usual.  

Guests with affected bookings have been emailed. No action is required by guests. Thank you for your patience and understanding.  

We are aware of the difficulty booking forward dates for bathing. If you are unable to book a date online it means we have closed the bookings as we want to ensure we are able to honour bookings. We are waiting for further information on when works will be completed.

Due to the nature of the situation, we are currently not processing reschedules, and have placed a temporary pause on Sanctuary and Bathhouse bathing.  We sincerely apologise for the short notice of this dynamic situation.  

Please be kind and treat our staff with respect. This situation is unavoidable, and we have a zero-tolerance policy for any form of abuse.

Guests with Sanctuary or Bathhouse bathing and Devonshire Tea

  • If your package is for bathing and Devonshire Tea only, the reservation will be cancelled in its entirety and conditional refunds apply.*

Guests with packages that include Sanctuary or Bathhouse bathing

  • If your Spa or accommodation package includes Sanctuary or Bathhouse, the bathing component only, will be automatically cancelled. 
  • We have currently paused reschedules.
  • Subject to availability, we will contact you to discuss alternative experiences.  
  • In case no alternative experience is available, the bathing portion of your package will be automatically cancelled and refunded.*
  • There is no action required by guests.

Private bathing availability

Availability for Private baths is limited. If an alternative is available, we will reach out to you directly. Please do not contact us to request alternatives; we are proactively managing bookings.

*Refund conditions*

Due to high volume, refunds may take 7–10 business days to process and will be issued via the original payment method.

For bathing reservations booked by Gift Certificate (excludes Bathing Passes)

  • Bathing bookings created by Gift Certificate redemption will be automatically cancelled.  
  • The value of the bathing will be returned to the Gift Certificate. 
  • The Gift Certificate validity will be extended for a further 6 months if previously expired. (excludes Bathing Passes)
  • An email will be received once this manual process has been completed. 
  • There is no action required by guests.  

For guests booked through a third party company

  • 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.
  • A newly designed Guest Services Form will be finalised and emailed to assist with this process.
  • There is no action required by guests until further communication is received.  

For reservations made with Bathing Passes

  • Guests will be provided the opportunity to experience the bathhouse after extensive renovations, providing an enhanced experience,
  • Bathing dates will be extended from the yet to be announced reopen date, providing a minimum of a six month extension.
  • For those not able to attend within the extended time, a refund of the original purchase price will be arranged.
  • A newly designed Guest Services Form will be finalised and emailed to assist with this process.
  • There is no action required by guests until further communication is received.  

For guests with Bathing Passes yet to be redeemed

  • Please await further instructions.
  • There is no current action required by guests.  

The current bathing closure is due to urgent structural repairs. We sincerely apologise for the unavoidable short notice and significant inconvenience this has created for all our valued guests.

We are grateful for your understanding and patience as we navigate this dynamic situation.

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