Our Terms & Conditions

Booking & Cancellation Policy

Please book as far in advance as possible to avoid disappointment. Urban Spa, day Spa and non-resident treatments require payment in full at time of booking. Individual treatment bookings do not include access to spa facilities.

All prices are quoted in GBP, include VAT and are subject to change. Gratuities are not included and are welcomed at your discretion.

At least 48 hours’ notice is required for cancelling treatments. For Urban Spa day packages, we require at least 72 hours’ notice, unless otherwise stated. Group bookings of 5 or more people require at least 7 days’ notice. Bookings that are cancelled within the cancellation time allowed can be moved to another date within 90 days of the original booking date.

If you wish to amend your booking in any way, please contact us before you arrive. We will do our best to accommodate any requests but cannot guarantee it.

Gift vouchers are non-refundable and non-transferable. To redeem your Gift voucher, you must call to book. and Gift Vouchers must be presented to the Reception desk at Urban Spa upon arrival.


Parking is available for all members and guests.

Please arrive 15 minutes prior to your treatment or package time to complete your health questionnaire. If you are delayed, then, unfortunately, your treatment may have to be shortened so as not to inconvenience the next booking. The treatment price will remain the same.

Spa Rules

The environment at Urban Spa is one of relaxation and calmness.

Loungers cannot be reserved, and any discarded towels will be removed. Outdoor loungers are available seasonally. Day guests and hotel residents will be provided with a robe, towel, and flip flops on arrival.

Please bring your own swimwear, gym wear and trainers so that you can make the most of your Urban Spa experience.

Robes may be worn in all areas of Urban Spa. Robes are not permitted outside of Urban Spa.

Showering is required before any treatments and use of any of our Day Spa Facilities.


As some treatments are not suitable for certain conditions, we will ask you to complete a health questionnaire when you arrive for your treatment or package. It is important to let us know of any medical issues, surgeries, or pregnancy. Please note the Rasul and Floatation pool are unsuitable during pregnancy and whilst under medical supervision.


Please allow our spa team to guide you in selecting which treatments are most suitable during this special time. Please note that we only offer selected treatments during the first trimester.

Phones, Audio & Video Sound

Urban Spa is a phone free environment, and we ask our guests to keep their devices on silent or vibrate and not to make or receive calls in the spa. Messaging is of course permitted. Please be considerate of your fellow Urban Spa guests.

Movies, music, and all other forms of audio may only be listened to through headphones and should not be audible to others enjoying the spa.


It is not advisable to wear jewellery whilst visiting Urban Spa or during treatments, we recommend that you do

not bring valuables with you.

Child Policy

Urban Spa is for adults, 18 and over.

Children 15 and under will be permitted at certain times and will be expected to follow the Spa Rules.

Young adults aged 16 and 17 may accompany hotel guests, day guests and members who are over the age of 18.

Young adults may only book certain treatments, please speak with your therapist for which treatments are available.


To continue your Urban Spa experience at home, most products used in our treatments are available at reception and our experienced team will be delighted to assist you with your choices.

For any guests requiring additional assistance or to make a booking, please contact us on +44 (0) 1284 339829 or email us at urbanspa@hotelipswich.co.uk

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Book a spa day or one of our signature treatments for summer 2021
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