Terms & Conditions

These terms and conditions apply to all visitors of the Santai Spa. Any visitors found not complying with these terms will be asked to leave.

For pre-booked visits, a booking is only confirmed once a booking confirmation/recept has been given by email. The images of the Spa on our website and in our brochure are for illustrative purposes and general guidance only and form no part of these terms and conditions.

Santai Spa Booking Terms

1. The Spa’s usual opening times are Monday – Sunday from 7am to 10pm.
2. Notwithstanding the above, the opening times and facilities available at the Spa may vary from time to time and we offer no guarantee that the Spa will be open or that any particular facilities will be available at any given time.
3. All treatments and procedures need to be pre-booked and secured by making payment in full.
4. Bookings can be made either in-store or by contacting our main booking line on 0121 273 1000 or alternatively via our website.
5. The price list for the Spa can be found on our website here. All prices are inclusive of V.A.T at the prevailing rate. Please note that prices may be amended from time to time and it is your responsibility to check the price list before your visit.
6. The following methods of payment are accepted at the Spa without additional charge: Credit or Debit card, Santai Spa Vouchers, Santai Spa gift cards, Resorts World Gift Card; and a charge to your Genting Hotel room, where authorised.
7. Any on-the-day reservations will be subject to a £1 final balance payable upon arrival. We require the initial payment card to be provided along with a matching Photographic ID (Driving license or passport) ID is required for all clients associated with the reservation. You agree that no refund would be provided should you be unable to provide these items upon arrival at the Spa.

Santai Spa - Use of Facilities and Conduct

1. Use of the Spa is solely at the customer’s own risk.
2. Instructions for the use of all Spa facilities are available within the Spa.
3. Entry to the Spa is solely at the discretion of Santai management. In order to help us maintain a quiet, peaceful and relaxing environment the following rules shall apply to Spa visitors:
   • Entry is limited to persons aged 18 and over only.
   • Swimwear must be worn at all times in all areas of the Spa, except in the gym where appropriate gym wear must be worn.
   • Smoking/vaping in the Spa (including the outdoor hot tub area) is not allowed.
   • The use of cameras and mobile phones in the Spa is strictly prohibited.
   • Visitors must be sober and not under the influence of alcohol or drugs.
   • Guests must conduct themselves in a safe manner at all times.
4. Visitors breaching any of the rules at 3 will be asked to leave the premises.

Spa Treatments

1. All treatments are taken at the Customer’s own risk. Information packs will be provided by the Spa for each treatment or procedure booked.
2. Where a treatment is taking place, a consent form must be completed upon each visit to the Spa.
3. Any health concerns or allergies must be communicated to the Spa prior to your visit. The Spa will not have any liability for any damage caused by having no prior knowledge of allergies or individual health risks.
4. Only a restricted amount of treatments and procedures will be available to pregnant persons and only after 12 weeks of pregnancy.

Spa Cancellation Policy

1. All cancellations must be made either in person at the Spa or via phone to 0121 273 1000 or 1021 273 1050.
2. Late arrival will be treated as a cancellation in part and you shall only be entitled to the remaining duration of your booking at the Spa's discretion.
3. Arrival over 30 minutes late for a 50 minute treatment or 10 minutes late for a 25 minute treatment will be considered to be a no-show and the booking cancelled. The same will be applied if over 60 minutes late for a Spa Access reservation.
4. Cancellations for spa treatments must be made 3 days / 72 hours before the treatment. Any cancellations after this time will incur a 100% cancellation fee.
5. Cancellations for spa packages must be made 1 week / 168 hours before the date of the package. Any cancellations after this time will incur a 100% cancellation fee.
6. Any cancellations made without sufficient notice shall be charged the full price of the booking.
7. Cancellation of a ‘complimentary consultation’ without sufficient notice may lead to you being barred from the premises.
8. If you fail to secure a booking with a credit card where required the Spa can cancel the booking without notice.
9. Furthermore, the Spa reserves the right in exceptional circumstances to change or cancel your reservation. If this does arise you can accept the changes as notified, make alternative arrangements with us, or cancel your booking.

Spa Liability

1. Unfortunately, we cannot accept any liability for any illness or injury resulting from the use of the Spa facilities due to over-exertion or aggravation of a medical condition caused by such use. We recommend that guests seek medical advice before undertaking any treatments or using the facilities.
2. We do not accept any liability for loss or damage to personal belongings when using our facilities. We shall not be liable to you whether in contract, tort or for breach of statutory duty for any indirect or consequential losses.
3. Where we are liable to you, our maximum liability to you shall in no event exceed the cost of your treatment or procedure.
4. We do not in any way exclude or limit our liability for death or personal injury caused by our own proven negligence; or for fraud or fraudulent misrepresentation.

Spa Promotions

1. All offers are limited to one offer per person and cannot be used in conjunction with any other offer or product purchase. Promotions are valid only at the time of original booking and may not be applied to previously booked treatments. We reserve the right to remove a promotion at any time.

Spa Gift Cards

1. Santai Spa Gift Cards are available to purchase in-store and online at (https://www.gentinghotel.co.uk/gift-cards).
2. Any Gift Cards purchased are non-refundable and non-exchangeable.
3. Where the value of the treatment or procedure exceeds the Gift Card balance, it is possible to use an additional payment method to cover the balance. If the full value of any Gift Card is not used then the outstanding funds will remain on the card. Gift Cards cannot be topped up with funds after purchase.
4. Gift Cards will expire if not used within 1 year from the date of purchase.

Spa Gift Vouchers

1. Genting Hotel gift vouchers are available to purchase here: https://resorts-world.voucherc...
2. Vouchers are valid for 12 months from the date of purchase unless stated otherwise on the voucher
3. Gift vouchers are non-refundable, can not be exchanged for another service and do not have a monetary value
4. Full terms of each individual voucher will be on the voucher

Spa General

1. Santai Spa is a trading name of Genting Solihull Limited (company number 06601106) whose registered office is located at Genting Club Star City, Watson Road, Birmingham, B7 5SA. Please note that the aforementioned is our registered office only and that our premises' address (Santai Spa, Resorts World Birmingham, Pendigo Way, Birmingham B40 1PU) shall be used for any correspondence.
2. References in these Terms to “Genting”, “we” “us” or the “Spa” are references to Genting Solihull Limited
3. We process information about you and your guests when we confirm your booking. With regards to booked medical procedure, please note that this will include the information you have provided on your consent form and a medical questionnaire regarding your health and medical history. All processing of personal data takes place in accordance with our privacy policy, available on our website here or in hard copy on request.
4. A contract is formed between us when we issue you with confirmation of booking. No other person shall have any rights to enforce any of the Terms herein whether under the Contracts (Rights of Third Parties) Act or otherwise.
5. If you are a non-business customer then you have certain rights under consumer protection legislation. Nothing within these Terms is intended to affect those rights.
6. The Spa shall not be in breach of these terms or liable for any failure to perform any of its obligations where such breach or non-performance arises from or is connected to events beyond the Spa’s reasonable control, including but not limited to floods, power outage, adverse weather, natural disaster, strike, protect or industrial dispute, or other public events. Where such events necessitate cancellation or alteration of your booking then Spa’s sole responsibility and liability (if any) is as set out in clauses 7(c) of these Terms
7. If any part of these Terms is deemed illegal, invalid or unenforceable then such part shall be deemed deleted and will not otherwise affect the validity or enforceability of any remaining parts of these Terms.
8. These Terms and any claims or disputes under them including non-contractual disputes or claims, are and shall be governed by English Law and the jurisdiction of the English Courts to which both parties submit.

Spa Complaints

1. Any complaint or comment regarding a visit to our Spa should be made in the first instance to the Spa’s Duty Manager at the time of your visit so that it can be resolved at that time. Any further complaint or comment should be made via email to Spa.Reception@santaispa.co.uk where it will be passed on to appropriate management.