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.
I have a gift card and the hotel has changed its name
Hotels will honour all QHotels branded gift vouchers for a
maximum of 12 months post re-brand and thereafter they will be
- 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
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
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 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 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
- Please allow seven days for delivery during peak postal
- There is no dispatch or delivery on UK bank holidays and
- Please note that delivery is by Royal Mail therefore we
cannot be held responsible for delays caused by the postal
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
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
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
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 firstname.lastname@example.org.
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
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
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
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
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
Terms & Conditions
Considering purchasing a gift voucher for a loved one? Read our
frequently asked questions and terms and conditions below.