Hepburn Bathhouse & Spa - Guest Services Request Form Logo
  • Guest Services Request Form

    At Hepburn Bathhouse & Spa, we value your time and loyalty. Your information will assist us in delivering the highest level of service excellence.
    • Spa Treatment Reschedule 
    • Spa treatments can be rescheduled up to 48 hours before your arrival (subject to availability.)

      Upon form submission, you will receive an email receipt. If your preferred date and time are available, the changes will be implemented and confirmation sent.

      Alternatively, if your preferred appointment is not available, a reservation consultant will be in touch to discuss options.

      For full terms and conditions visit: https://www.hepburnbathhouse.com/footer-links/terms-and-conditions

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    • Mineral Bathing Reschedule 
    • Mineral Bathing can be rescheduled up to 48 hours before your arrival (subject to availability.)

      Upon form submission, you will receive an email receipt. If your preferred date and time are available, the changes will be implemented and confirmation sent.

      Alternatively, if your preference is not available, a reservation consultant will be in touch to discuss options.

      For full terms and conditions visit: https://www.hepburnbathhouse.com/footer-links/terms-and-conditions 

    • Accommodation Reschedule 
    • Accommodation can be rescheduled up to 7 days before your arrival (subject to availability.)

      Upon form submission, you will receive an email receipt. If your preferred date and time are available, the changes will be implemented and confirmation sent.

      Alternatively, if your preference is not available, a reservation consultant will be in touch to discuss options.

      For full terms and conditions visit: https://www.hepburnbathhouse.com/footer-links/terms-and-conditions 

    • Cancellation outside of Policy Guidelines 
    • We are sorry to hear that you will not be attending your booking. As per our policy, free cancellation is available for Spa and Bathing reservations with 48 hours notice before arrival date and Accommodation reservations with 7 days notice prior to arrival.

      While we accept cancellations at any time, please note that no refund will be provided for cancellations made outside of the policy.

      For full terms and conditions visit: https://www.hepburnbathhouse.com/footer-links/terms-and-conditions 

    • Priority Guest Experience Feedback Registration Form 
    • In order for our Guest Experience Manager to effectively address your concerns, please provide details below.

    • Lost Property Register 
    • Upon form submission, we will promptly initiate a search and provide an update for your valued lost property.

      In case your item has not been located on the same or next day, the lost property register is regularly checked and cross referenced.

      Our third party laundry service shall be notified when an item has been left in a robe. Please expect up to 7 days for response in such cases.

      Any unclaimed items are securely held for a maximum of 3 months.

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    • Gift Certificate & Bathing Pass Assistance 
    • Hepburn Bathhouse & Spa gift certificates are valid for three years and can be used toward any available experience, up to the value shown, regardless of what’s printed on the certificate. 

      Gift certificates are available to redeem or purchase exclusively online.

      To redeem, simply enter your code and validation number at checkout when booking online.

      Unlike traditional gift certificates, Sanctuary and Bathing Passes are valid for 12 months and may be subject to restriction dates.

      Passes can only be redeemed for the specific bathing type listed and cannot be used with packages or other experiences.

      Gift Certificates and Bathing passes cannot be extended past the expiry date. 


      Redeem: Choose your desired experience and simply enter your code and validation number at checkout.

      https://secure.netbookings.com.au/tourism/9/findyourexperience?cat=signature-experiences

      Balance: Check the remaining balance of your gift certificate.

      https://secure.netbookings.com.au/tourism/9/giftcheck

      Purchase: Select from a range of value options.

      https://secure.netbookings.com.au/tourism/9/gift

      Bathing Passes are valid for specific bathing types only and cannot be used toward packages or other experiences.

      Redeem: Use your pass. 

      https://secure.netbookings.com.au/tourism/9/bookpackage?pass=Y&s=

       

      If you’re experiencing any issues and require help, please provide the details below.

    • Alternatively if you have a Bathing Pass:

    • Thank You.

      A Reservation Consultant will review your request and assist in resolving your query.

        

  • To complete your request, press the "Submit" button. If you need to make any changes, select the "Back" button.

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