Hepburn Bathhouse & Spa - Alternative Experience Request (Temporary Bathing Closure) Form

Bathhouse Extended Closure

We regret to share the latest update regarding the Bathhouse. Initially closed for urgent structural repairs, Sanctuary and Bathhouse bathing will now remain closed longer than originally anticipated. While we had planned to reopen bathing by Easter Saturday, April 19th, unforeseen delays have unfortunately extended the closure.

As a result, although our accommodation, spa treatments, and Pavilion Café remain open, the Sanctuary and Bathhouse bathing areas will remain closed until further notice.

We appreciate your patience and understanding during this time and ask that you submit this guest service form to advise of your booking preference.
Please select from one of the following options:*

Please cancel my bathing booking, however, I am interested in a spa treatment subject to availabilityPlease cancel the bathing portion of my itinerary and accommodate my existing spa treatment if possiblePlease cancel my entire booking. I will not be attending
Full Name*

First NameLast Name
Email*
example@example.com
Phone Number*
Please enter a valid phone number.
Booking Number (Located in your confirmation email)

Request alternative experience due to temporary bathing closure.
Please select your interest in the following options (Subject to availability).
Please note the funds from bathing will be transferred towards the newly chosen experience. Additional costs apply depending on the selected option.

MassageFacialBody TreatmentPrivate SteamPrivate Mineral BathPavillion Café
Are you or other attending guests currently pregnant? Please note some treatment options are not recommended during pregnancy.

YesNo
Weeks Gestation (at time of appointment)*
Due date*

DayMonthYear
Date
Our Reservation Team will check availability and contact you with available options.

If none are available, we’ll refund the bathing portion of your package in line with the terms outlined in your confirmation email.

Cancel the bathing portion of my itinerary and receive a refund.
Refund conditions*

Please read carefully and select which reflects your booking type.

Due to high volume, refunds may take 7–10 business days to process and will be issued via the original payment method.
Direct Booking
- For guests with packages that include bathing, made directly with Hepburn Bathhouse with standard card payment (excluding redemption of Gift Certificate or Bathing passes.)
- A refund of the bathing portion will be processed to the original payment method. We thank you for your understanding and look forward to welcoming you soon.  
Yes please cancel & refund the bathing portion only. I will still be attending the rest of my itinerary.
Gift Certificate Redeemed

For packages that include bathing booked by Gift Certificate (excludes Bathing Passes) 
- 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) 
- The remaining itinerary may require timing adjustments.  
- An email notification will be received once this manual process has been completed
Yes please cancel the bathing portion only and return the funds to my gift Certificate. I will still be attending the rest of my itinerary.
Third Party Booking

For guests with a package including bathing, 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 for bathing will be coordinated on your behalf.
- An email notification will be received once this manual process has been completed.
- There is no further action required by guests.
Yes please cancel the bathing portion only and return the funds to my gift Certificate. I will still be attending the rest of my itinerary.
Bathing Pass Redeemed plus package

For package reservations where a Bathing Pass has also been redeemed.
Select here to see your options

Bathing Pass Update
- Replacement Bathing Passes will be reissued via email and delivered prior to 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  
Yes please cancel my bathing reservation for now and I will rebook with the reissued pass. I will be attending the rest of my itinerary.

Cancel Booking
As per your indication deciding to cancel your entire booking, please read carefully and select which reflects your booking type

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

For packages with bathing or standalone bathing bookings, made directly with Hepburn Bathhouse with standard card payment ( excluding redemption of Gift Certificate or Bathing passes.)

A refund will be processed to the original payment method. We thank you for your understanding and look forward to welcoming you soon.
Yes please cancel my entire booking I do not wish to choose an alternative treatment. I will not be attending.
For bathing reservations booked by Gift Certificate (excludes Bathing Passes)
- The value of the booking 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 notification will be received once this manual process has been completed.
There is no further action required by guests.
Yes please cancel my entire booking I do not wish to choose an alternative treatment. I will not be attending.
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 will be coordinated on your behalf.
- An email notification will be received once this manual process has been completed.
Yes please cancel my entire booking I do not wish to choose an alternative treatment. I will not be attending.
For guests with an unredeemed bathing voucher purchased through a third party, that has expired due to the closure?

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.
For reservations made with Bathing Passes.
Select here to see your options

- A new Bathing Pass will be reissued via email and delivered prior to 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 from May 1st – Dec 31st 2025 
Please select from the follow two options

Thank you I look forward to receiving the reissued and extended bathing pass.I do not wish to receive a reissued pass and instead request a refund.

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