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FAQ

Whether you are thinking of buying a gift voucher or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us.

FAQ

T&Cs for Spa Day Experience Vouchers

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.

Golf Day Gift Experience Voucher T&Cs

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.

Afternoon Tea Experience Voucher T&Cs

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.

Which hotels can the gift cards be used for?

Monetary gift vouchers can only be redeemed for all 26 QHotels.

Which delivery option should I choose?

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.

The following mailing options are available to customers ordering from the UK:

  • UK 1st class delivery - standard Royal Mail UK 1st class delivery service. Please then allow 2 working days for the voucher to be delivered by Royal Mail. QHotels do not take responsibility for this delivery service.
  • 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.
  • Email - An automatic email with a gift voucher link will be sent as soon as the transaction is 

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.

 

When will the gift voucher(s) be received?

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.

How do I cancel a gift voucher purchase?

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.

How do I order more than 1 gift voucher?

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.

Can I extend the validity of my gift voucher?

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.

My Gift card transaction has failed

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].

Can gift cards be re-issued?

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.

I have received a gift voucher but I don't know who it's from.

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.

What do I do if I've lost my 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.

Can I break up the spend of my gift voucher?

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.

Are you able to provide me with a VAT receipt?

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.

When does my voucher expire?

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

Mr Cooper's House & Garden Restaurant

Combining modern touches with the history and heritage of Mr Cooper himself, whose house and famous gardens sat on the site back in 1819, Mr Cooper's House & Garden is set to offer a multitude of different dining settings under one roof.  Give someone a fantastic gift and purchase a gift card for Mr Cooper's House & Garden Restaurant by following the link below. A pre-paid gift card will be on its way to you or can be sent directly to the recipient. Gift cards can also be purchased in the restaurant.





 

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Adam Reid at The French, The Midland

The critically acclaimed The French offers one of the finest dining experiences in the UK. While the restaurant is steeped in history the menu offers modern British food that delivers consistently excellent flavours by using the best seasonal produce and the very latest technological advances. Purchase a gift card for The French and treat friends and family to an extraordinary dining experience. Gift cards can be purchased as full or part payment towards our 6 or 10 Course Tasting Menus or our Lunch Packages. 






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The Spa At The Midland

Spoil a loved one with a gift voucher for The Spa at the Midland. Manchester's first luxurious spa has specially tailored packages dedicated to helping guests relax, unwind and experience innovative treatments. Gift vouchers can be purchased as full or part payment towards any Spa At The Midland Treatment, Spa Ritual, Day Spa Package or Spa Break. 



 

 

 

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Terms & Conditions

Considering purchasing a gift voucher for a loved one? Read our frequently asked questions and terms and conditions below.









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