FAQs

Looking for a quick answer to your question? 

We've put together a series of Frequently Asked Questions based off your comments and feedback. 

Before Your Stay

Click here to see our unique FAQs for The Manor House.

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 the Best Available Flex 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 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 01962 763 000 and press 0 for reception. 

If you have a spa appointment or want to use the leisure facilities before check-in, you'll be able to use the changing facilities. 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 two Tesla super chargers for guests use.

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, our car park is secure and well lit. 

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 01962 763000 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 our hotels do get very busy! 

Yes, we have 220 complimentary car parking spaces of which four are reserved for blue badge holders. Vehicle registration is required at check-in. 

Yes, dogs are welcome, and even better, there's no charge. See our dog friendly hotels guide for more information here. 

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 or some interconnecting rooms are available for older children. 

Ring us on 01962 763 000 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 01962 763 000 for more information. 

Yes, our Superior and Manor House Rooms and Suites feature complimentary minibars. 

Accessibility

Yes, Norton Park has six purpose-built accessible rooms for disabled access. These rooms ensure a comfortable stay with extra space for easy wheelchair access and additional features including grab-bars and emergency alarm systems. 

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. 

Our leisure facilities are located on the ground floor (the gym is on the first floor) and can be easily accessed. 

A dedicated accessible toilet and changing area is located within the leisure club, as well as a wheel in shower room with drop down seat and appropriate grab rails. Access to poolside is on the same level and there are steps with a handrail into the shallow end of the pool. 

A member of the leisure team will be happy to show you the facilities and assist with access to the swimming pool and spa. 

Yes, lift access is available to all public areas throughout the hotel. There is no lift access in the Manor House. 

Yes, there is a level, paved route from the disabled parking into the hotel where the main entrance has an automatic revolving door and an automated push button operated single door for wheel chair access. If you need assistance with luggage or equipment, our team are on duty 24 hours. 

You can find more information about the hotel's accessibility here. 

Getting Here

Our closest rail station is Winchester Station, 8 miles away. 

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

Spa and Leisure Facilities 

You're welcome to use the leisure facilities available, and can make bookings for spa treatments/packages for an additional fee. (So worth it!)  

We invite you to enjoy our Health Club facilities free of charge during your stay, however use before your check-in or after your check-out time will be subject to available capacity. 

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 01962 763 000 if you'd like further information. You can also upgrade to an indulgent Afternoon Tea if you'd like an extra treat. 

Yes, 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 - 8.30pm 
Saturday & Sunday: 7:30am - 7:30pm  

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 our leisure club on the day to check availability, as our facilities can be very busy, especially on weekends. 

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!) Spa facilities can only be accessed if you have a spa day booking, you are a member of gym or you have a residental break, we do not offer a leisure facility day pass. 

Yes, you are welcome to use our spa after you check out, and treatments can be arranged for an additional fee. (So worth it!) Leisure facilities can be used until 11am on day of check out.  

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: 8am-9:30am 
Tuesday & Sunday: 8am-10am, 4pm-6pm 

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

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

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

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

Dining with us 

Breakfast is served in The Scene Restaurant from 7am-9:30am on weekdays, and 8am-10:30am on weekends and bank holidays. 

Enjoy a sit down dinner at The Scene Restaurant, offering a mixture of classic dishes and a specialised grill menu. 

Opening times for dinner at The Scene Restaurant are 6:30pm-9:30pm. 

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. 

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 here and we'll also send you a reminder just before your stay.  

Yes, of course! (We are British, after all.) We offer Traditional Afternoon Tea, Hendricks Gin & Tea, and Prosecco and Champagne Afternoon Tea – so pick your favourite.  

Click here to find out more, or book a slot. 

Yes, we offer gluten-free meals. Our menus show options with GF = Gluten Free and GFS = Gluten Free Alternative Available. Please note our food is prepared in a kitchen where nuts, gluten and other known allergens or intolerances may be present. 

Yes, we offer a range of tasty Vegetarian and Vegan dishes. Our menus show options with V = Suitable for Vegetarians and Ve = Suitable for Vegans. 

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 here or give us a call on 01962 763000 and press 0 for reception. 

No, room service is currently not available. 

After you've checked out 

If you think you've left something behind, please get in touch with the hotel Reception for assistance on 01962 763000 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 01962 763000 and press 0 for reception. 

You can ask for a VAT receipt when you check out.  

If you've already checked out, please call 01962 763000 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. 

Please feel free to stay for a bite to eat after check out. And you can enjoy the leisure facilities until 11am. 

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, however, if you'd prefer to email us, please click on the link at the bottom of this page and fill out our query form, and we'll get back to you shortly.  

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

 Please contact our friendly team by emailing [email protected].