FAQs

What are check in and check out times?
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.

What's the cancellation policy?
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.

Can we have an early check-in?
Check-in is 3pm as standard, however, we can sometimes offer early check-ins on special request, if rooms are available. Get in touch within 48 hours of your stay and we'll see if we can accommodate you. Give us a call on 01233 219988 and press 0 for reception.

Is it possible to have somewhere to change clothing before check-in?
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.

Do you have an electric car charging point?
Unfortunately, we currently do not. 

Do you have interconnecting rooms?
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 03301 071599 if you would like to guarantee interconnecting rooms.

Is the car park secure and well lit?
Our car park is not secured, so please bring valuables into the hotel with you. There is lighting if you're arriving in the dark and CCTV.

Is there somewhere we can leave our bags before we check in?
Yes, we'll happily store your baggage at reception before check-in so you can explore the local area.

Can we add something to the room before arrival for a special occasion?
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 01233 219988 and press 0 for reception.

Can we have rooms close together?
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!

Is there car parking? (Charges applicable)
Yes, we have 400 complimentary parking spaces available of which 8 are reserved for blue badge holders. Vehicle registration is required at check-in.

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

Do you have family rooms?
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.

I need to call the hotel, what's the telephone number?
Ring us on 01233 219988 if you need anything. We're here to help!

Do you take group bookings?
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 01233 219988 for more information.

Do you have minibars or fridges in the rooms?
Yes, our Superior Rooms and Suites feature complimentary minibars.

Do you have accessible rooms?
Yes, we have three accessible bedrooms on the ground floor of the hotel. 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.

Are the swimming pool/spa/leisure facilities accessible?
The entrance to the health club is located on the ground floor of the hotel, and is set across two floors. A chair lift is available to give access to both upper and lower leisure levels.

Our health centre is fully equipped with an accessible toilet, shower and changing area with a drop down seat and grab rails to make things easier. Access to poolside is on the same level and there are steps with a handrail into the pool. Both the steam room and sauna are accessible with door widths of 85cm and seating can be found in both.

Does the hotel have a lift?
Yes, lift access is available throughout the hotel.

Is the entrance to the hotel wheelchair accessible?
Yes, the hotel Reception is located on the ground floor with direct access from the carpark via a level path. If you need any assistance, our Reception is manned 24/7.

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

What's the nearest train station?
Both Ashford International train Station and the Eurostar are just 1 mile away from us.

Eurotunnel Le Shuttle is about 15 miles, or 20 mins by car. Super convenient for onward connections. 

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

What time is breakfast served?
Breakfast is served in The Horizon Restaurant from 6:30am – 9:30am weekdays and 7:30am – 10:30am on weekends.

What time is dinner served?
Our Horizon Restaurant offers a seasonal menu specially designed by our Head Chef. Each of our classic British dishes has a contemporary twist, giving you big and bold flavours and a dining experience to remember.

Opening times for dinner are 6pm - 9:30pm.

Or, if you're just after a quick bite, the Quench Bar is the perfect place for relaxed morning coffees, light lunches, evening meals, and post-dinner drinks.

Do I need to prebook breakfast?
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.

Do you have Halal meat?
We'll always try and accommodate any dietary requirements. Please let your server know your preferences when you join us for a meal.

Do you have sample menus?
Yes, you can see sample menus online for dinner, as well as afternoon tea. Take a look here.

Can I make a dining reservation online?
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.

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

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

Do you have gluten free options in your restaurant?
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.

Do you have vegetarian and vegan options in your restaurant?
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.

Can non-residents come for breakfast/lunch/dinner?
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 01233 219988 and press 0 for reception"

Do you offer room service?
Yes, if you'd prefer to dine in private you can have meals delivered to your door.

Can I use the spa and gym if I’m staying in the hotel?
You're welcome to use the leisure facilities available, and can make bookings for spa treatments/packages for an additional fee. (So worth it!)

See the spa opening hours and treatments on offer here.

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.

What is included in the spa lunch?
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 01233 219 988 if you'd like further information. You can also upgrade to an indulgent Afternoon Tea if you'd like an extra treat.

Do you provide robes, towels and slippers in your spa?
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.

What are the age restrictions for treatments?
Our treatments are suitable for people over the age of 16. We do not provide treatments for children under 16.

Do you need to prebook a pool slot?
There's no need to book a pool slot, just dive in! Pool opening times are:
Monday – Friday: 6.30am – 9.30pm
Saturday: 8am - 8pm
Sunday: 8am - 7.30pm

Is there a charge to use the leisure facilities?
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!) If you're visiting our hotel just to use our facilities, you will need to pay a one-off fee of £25 per adult or £15 per child for all day use. Unless you have a gym membership, in which case, welcome back!

Can I use the hotel's leisure facilities after check out?
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.

Can I use the spa after I check out?
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.

See the spa opening hours and treatments on offer here.

What time can I use the spa on check-in day?
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.

Are children allowed in the Leisure Facilities?
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 - Sunday: 9am – 12pm & 4pm - 7pm

Can I visit the spa without staying in the hotel?
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.

Can I book spa online?
Yes, you can book spa days, spa breaks and some individual treatments online here or you can give us a call on 03301 071599

Can I become a member of the health club?
Sure you can! Simply sign up for a membership and start enjoying regular access to our health club. Join today here.

What are the spa T&Cs?
You can find all the need-to-know details about spa bookings here. 

Who do I speak to about lost property?
If you think you've left something behind, please get in touch with the hotel Reception for assistance on 01233 219 988 and press 0 for reception

A £50.00 pre authorisation charge is still appearing on my account – what do I need to do?
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 01233 219 988 and press 0 for reception.

How can I get a VAT receipt?
You can ask for a VAT receipt when you check out. If you've already checked out, please call 01233 219 988 and press 0 for reception or email reception@ashfordhotel.co.uk

Is there anywhere to leave my bags once I've checked out?
The hotel reception desk is happy to look after your bags before check-in or after check-out.

Can I still enjoy the spa/gym/restaurant once I've checked out?
Please feel free to stay for a bite to eat after check out. And you can enjoy the leisure facilities until 11am.

How do I make a complaint?
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 fill in our feedback form here or email us at customer-relations@theqhotelscollection.co.uk. Don't forget to put your booking reference in the message.

Are you looking to get a quote for a more complex booking?
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 stay@theqhotelscollection.co.uk.