FAQ

Hotels will honour all QHotels branded gift vouchers for a maximum of 12 months post re-brand and thereafter they will be redundant.

• The Stratford - 21st August 2018
• The Westerwood Hotel & Golf Resort - 29th August 2018
• The Cambridge Belfry - 4th September 2018
• Forest Pines Spa & Golf Resort - 31st October 2018
• The Oxford Belfry - 28th November

Spa day gift cards are valid Monday - Friday, subject to availability. Limited availability on a Sunday for a £10 surcharge - please check at the time of booking your spa day experience. All spa treatments include client care and consultation. Health club facilities vary by spa, please check at time of booking. Children's splash times are applicable at all spas.

This Gift Voucher may not be exchanged for cash, replaced if lost and is non-transferable. The gift voucher must be presented upon arrival when redeeming the golf experience. Advance bookings are necessary. Cancellation of a booking with less than 24 hours notice will render the voucher null & void. Terms & Conditions are subject to change.

This Gift Voucher may not be exchanged for cash, replaced if lost and is non-transferable. The gift voucher must be presented upon arrival when redeeming the afternoon tea experience. Advance bookings are necessary. Cancellation of a booking with less than 24 hours notice will render the voucher null & void. Terms & Conditions are subject to change.

Monetary gift vouchers can only be redeemed for all QHotels.

For orders placed on a working day (Monday - Friday, excluding bank holidays) before 12 noon, the order will be despatched the same day. For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day. We use Royal Mail to deliver your order. 

Please note our Gift Cards are only posted to customers within the UK via Special Delivery.

• UK Special delivery - standard Royal Mail UK Special delivery. This will be tracked by Royal Mail and requires a signature from the recipient. Special Delivery guarantees receipt of the vouchers by 1pm on the next working day (not weekends). Please make sure that you (or the Recipient) are available to sign for the delivery otherwise it will be returned to the sorting office for collection. Please note that if you place an order on a Friday before 12 noon, Royal Mail will not guarantee delivery on Saturday but will guarantee delivery by Monday. QHotels do not take responsibility for this delivery service.

Please note the last day to order QHotels gift vouchers to guarantee pre-Christmas delivery is Wednesday 21st December 2016. 

Important:

• Please allow seven days for delivery during peak postal time.
• There is no dispatch or delivery on UK bank holidays and weekend.
• Please note that delivery is by Royal Mail therefore we cannot be held responsible for delays caused by the postal system.

Once your order has been processed by us (for orders placed on a working day (Monday - Friday excluding Bank Holidays before 12 noon, the order will be dispatched the same day. For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day), we then rely on Royal Mail to deliver the gift voucher. Order stage to delivery can take between 1 - 6 days depending on when the gift voucher order is processed and the delivery method selected. Please see 'What delivery option should I choose?' (above) for more information on delivery options.

Please Track Your Order if you would like to check the progress of your order.

On some occasions we have dispatched your gift voucher order but it gets lost in the post.  If you have not received your order 3 -4 days after placing the order please contact us.  We may need to cancel your original order and issue you with a new gift voucher.  In this situation we would ask you to destroy the original voucher if it is eventually received as it will no longer be valid.

You can cancel your order at any point by selecting the 'Cancel Order' button; however if you have completed the transaction and realise that you've made a mistake or purchased a gift voucher(s) that you no longer want, we will be happy to refund your card (provided the transaction has taken place within the last 7 days and subject to the individual hotel's terms and conditions) and cancel the gift voucher order. Please note, One Big Deal voucher terms and conditions are held separately. You can find the terms and conditions on your One Big Deal voucher.

Please contact us to arrange this.

Simply 'Add to Order' as many gift vouchers as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Remove' button.

If you would like to purchase more than 1 of the same type of gift voucher simply enter the amount of gift vouchers you would like to buy in the 'Quantity' box, for example, if you would like to purchase 10 Afternoon Tea gift vouchers, select the Afternoon Tea gift voucher and then enter 10 in the Quantity box and click on 'Update'.

You can select different delivery addresses, recipients and personal messages for each of the vouchers in your order.  Please follow the on-screen instructions.

It may be possible for us to extend the validity of your gift voucher, however we cannot guarantee this.  Please contact us (the hotel) directly to check if we can offer an extension.

See 'Contact Us' page for our contact details.

There could be several reasons why this may be happening. Despite there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.

Please contact SK Chase directly for further help on [email protected].

Yes.  Please contact us directly quoting your gift voucher reference number and we will make the necessary amendments and re-issue the gift voucher.  The original gift voucher should then be destroyed as it will no longer be valid.

If you are unhappy with any aspect of the presentation of your gift voucher please contact us immediately so that we rectify the situation.

Yes.  Occasionally the person buying the gift voucher may ask for the gift vouchers to be sent to the recipient directly but forget to add who the gift is from.

We have all of the buyers details stored on our system so we can easily retrieve your order and tell you who purchased the gift voucher.

Unless otherwise specified under the terms and conditions of your voucher, we should be able to retrieve your gift voucher on our system by carrying out a name search so please contact us. (See 'Contact Us' page)

Alternatively if you would like another gift voucher issued we can cancel the original and issue another one.

All gift vouchers do state that no change will be given however it may be possible for us to re-process the order in smaller denominations so that you can redeem the smaller value vouchers on several occasions rather than one voucher on one occasion.

Alternatively we may be able to give you change back in gift voucher form.

VAT receipts can only be issued by the hotel, as you have purchased one of their gift vouchers.

If you require a VAT receipt please contact the hotel directly.

All monetary gift vouchers are valid for 12 months and all experience vouchers are valid for 6 months unless otherwise stated.