Frequently Asked Questions

Check-in is from 3pm, but if you arrive early and want to drop off your bags, we're happy to store them at reception. When it's time for you to hit the road again, please check out by 11am. 

If you've booked our Flexible Rate, you can cancel anytime up until 4pm the day before your arrival date – with no charge! If you cancel after this time, you'll be charged for your first night's stay. Keep in mind other rates may have different cancellation terms. But don't worry, we'll let you know what these are upfront when you make your booking. 
  
Check out our T&Cs to view all rates and policies.

For full terms and conditions and FAQ’s relating to Breakaway Club please click here.

Check-in is 3pm as standard, however, we can sometimes offer early check-ins on special request, if rooms are available. Give us a call within 48 hours of your stay and we'll see if we can accommodate you. Give us a call on 01233 219 988 and press 0 for reception.

If you have a spa appointment, you'll be able to use the changing facilities in the health club. Just need a quick freshen up? You're welcome to use the reception bathroom facilities and then store any bags with us.   

Yes, we have 400 complimentary parking spaces available. Vehicle registration is required at check-in. Our car park is open, so please ensure you don't leave any valuables in your car. We also have 10 AC bays and 2 DC bays on site for charging electric vehicles. 

Yes, we have several interconnecting rooms ideal for families. Just put in a request when you make your booking and we'll do our best to arrange one for you. Or, call our booking office on 0330 107 1599 if you would like to guarantee interconnecting rooms. 

Yes, we'll happily store your baggage at reception before check-in so you can explore the local area. 

If you'd like something added to your room before arrival, say a birthday cake or special flower arrangement, just let us know in advance and we're happy to help out. You'll also get an email in advance of your trip with some special extras you can book quickly and easily. Please call 01233 219 988 and press 0 for reception.

Of course you can. If you're travelling as a group, let us know in advance that you'd prefer rooms near to each other so we can accommodate you. This is subject to availability, as we do get very busy!  

Yes, we accept dogs at the hotel for a charge of £25 per dog per stay, up to a maximum of two dogs. Please note, stays with dogs cannot be booked online. See our dog friendly page for more information and how to book.

Yes, if the kids are coming along, you can enjoy some quality time together in one of our generously-sized family rooms. We can set you up with a cot for very young guests, a Z bed for slightly older ones. 

Ring us on 01233 219 988 if you need anything. We're here to help! 

Yes, we do group bookings. Whether it's hosting your colleagues for a work conference or your close circle of friends for a fun trip away, we'll gladly do what we can to make your group stay as enjoyable as possible. Give us a call on 01233 219 988 for more information. 

Yes, our Superior Rooms and Suites feature complimentary minibars.

Yes, we have three accessible bedrooms on the ground floor of the hotel. 

To book or get further information, please contact our call centre on 0330 107 1599.
 
You can find more information about the hotel's accessibility here. 

The entrance to the health club is located on the ground floor of the hotel, and is set across two floors. A chair lift is available to give access to both upper and lower leisure levels. 

Our health centre is fully equipped with an accessible toilet, shower and changing area with a drop down seat and grab rails to make things easier. Access to poolside is on the same level and there are steps with a handrail into the pool. Both the steam room and sauna are accessible with door widths of 85cm and seating can be found in both.

Yes, lift access is available throughout the hotel.

Yes, the hotel Reception is located on the ground floor with direct access from the carpark via a level path. If you need any assistance, our Reception is manned 24/7.
 
You can find more information about the hotel's accessibility here.

Both Ashford International train Station and the Eurostar are just 1 mile away from us. 

Eurotunnel Le Shuttle is about 15 miles, or 20 mins by car. Super convenient for onward connections.

Absolutely, if you need a ride somewhere, let us know and we'll arrange for the local taxi service to pick you up. 

Guests are invited to use the Health Club facilities on a complimentary basis during their stay, between check-in at 3pm until check-out at 11am.

Access to the facilities is subject to availability and capacity at the time of use.

Spa treatments are available at an additional charge.

A number of our spa packages include a delicious light lunch and a glass of Prosecco. Our menu changes regularly, but please call the spa on 01233 219 988 if you'd like further information. You can also upgrade to an indulgent Afternoon Tea if you'd like an extra treat.  

If you've booked a treatment with us, you'll be given a complimentary fluffy robe and towel to use for the duration of your spa experience, and slippers/flip flops can be purchased from the spa team on arrival. Alternatively, you're welcome to bring along your own footwear. 

Our treatments are suitable for people over the age of 16. We do not provide treatments for children under 16. 

There's no need to book a pool slot, just dive in! Pool opening times are: 

Monday - Friday: 6.30am - 9.30pm   
Saturday & Sunday: 8am - 8pm

If you're staying with us, you're welcome to use the pool and health club facilities free of charge. There is an extra charge for any spa treatments. (Worth every penny, though, if you ask us!)  If you're visiting our hotel just to use our facilities, you will need to pay a one-off fee of £25 per adult or £15 per child for all day use. Unless you have a gym membership, in which case, welcome back!

Check out from the hotel is 11am and facilities can be used up until check out. If you would like to continue using facilities after 11am, please speak to a member of our team on the day of checkout. This is subject to availability as our facilities can be very busy, especially on weekends. 

Guests have access to the health club facilities from 3pm on the day of arrival until 11am on the day on the day of departure.  

Kids under 16 years are not permitted in the gyms or poolside facilities (jacuzzi, sauna and steam room). Your child may swim during the allocated children's swim times, but must be accompanied by an adult. 

Children's swim times:
Monday - Sunday: 9am - 12pm & 4pm - 7pm

Yes, you can book in for a spa day OR individual treatments. To book a spa experience, call 0330 107 1599, or book online.

Yes, you can book spa days, spa breaks and some individual treatments online or you can give us a call on 0330 107 1599.

Sure you can! Simply sign up for a membership and start enjoying regular access to our health club. Join today. 

You can find all the need-to-know details about spa bookings here.

Breakfast is served in The Horizon Restaurant from 6.30am – 9.30am weekdays and 7.30am – 10.30am on weekends.
 
Opening times for dinner are 6.30pm - 9.30pm.
 
Or, if you're just after a quick bite, the Quench Bar is the perfect place for relaxed morning coffees, light lunches, evening meals, and post-dinner drinks. 

There's no need to book a time, however, if there is a specific time you'd prefer to enjoy your breakfast, simply advise a member of our team at reception on check-in. 

We'll always try and accommodate any dietary requirements. Please let your server know your preferences when you join us for a meal. 

Yes, you can see sample menus online for dinner, as well as afternoon tea. Take a look here.

You can book Dinner and Afternoon Tea online via the hotel website. We'd always recommend booking in advance to make sure we have a table at the time you'd prefer. Book online.

Yes, of course! (We are British, after all.) We offer Traditional Afternoon Tea, Hendricks Gin & Tea, and Champagne Afternoon Tea – so pick your favourite.
 
Click here to find out more, or book a slot.

We offer a range of tasty Vegetarian and Vegan dishes. Our menus show options with V = Suitable for Vegetarians and Ve = Suitable for Vegans. We also offer gluten-free meals. Our menus show options with GF = Gluten Free and GFA = Gluten Free Alternative Available.

Please note our food is prepared in a kitchen where nuts, gluten and other known allergens or intolerance's may be present. 

If you would like to discuss dietary requirements, please contact us before your stay. 

If you're not staying with us you're still welcome to join us for a meal, but we'd definitely recommend booking in advance.
 
Book online or give us a call on 01233 219 988 and press 0 for reception.

No, room service is currently not available.

Yes, 4 years and younger eat free. View full breakdown below. 

Breakfast

• 4 years and younger - FREE with a paying adult  
• 5 - 16 years - £7.50 per child 

Lunch & Dinner 

• 4 years and younger can enjoy two courses for FREE when dining with an adult in our restaurant or bar 
• Children eating off our restaurant and bar menu's will be charged the full listed price

If you think you've left something behind, please get in touch with the hotel reception for assistance on 01233 219 988 and press 0 for reception.

The pre-authorisation charge is just there to make sure you can cover the cost of any extras you enjoy during your stay - it's not an actual charge and will disappear from your account although this may take a few days. If you're concerned, please give us a call on 01233 219 988 and press 0 for reception. 

You can ask for a VAT receipt when you check out. 
 
If you've already checked out, please call 01233 219 988 and press 0 for reception or email [email protected].

The hotel reception desk is happy to look after your bags before check-in or after check-out. 

We're really sorry that part of your stay hasn't met your expectations. The best way to deal with any issues is to speak to the hotel team so we can try and solve the problem as quickly as possible. If you need to make a complaint after your stay, please email us at [email protected].

Don't forget to put your booking reference in the message.  

All our availability and prices are live, therefore any quotes made prior to booking via email are subject to change, therefore we always recommend, if your query is a little more complicated than the norm, that you give us a call on 0330 107 1559 or email [email protected]

Please note, Credit and Debit cards cannot be taken over email, so confirmed bookings need to be completed via phone or online.