Check in is from 3pm on day of arrival, check out is no later than 12pm on day of departure.

We are the perfect place to enjoy a stay with your pet – Whether you are looking for a relaxing break or a base to explore the Durham Heritage Coastline, your four legged friend will be treated to an in room pup pack and comfy bed.

Yes - residents are welcome to use the Serenity Spa facilities from 12pm on day of arrival until 12pm on day of departure. We advise packing swimwear in your hand luggage if you wish to use the spa before checking into your suite.

Early check in and late checkout times can be requested but cannot be guaranteed.

Yes - if you’re staying in one of our two Bungalow Suites, check in is available from 4pm, and we ask that you check out no later than 10am on day of departure.

Hotel Payments  – if booking via our website, the card details entered during the booking process will be charged 48 hours prior to your arrival. Please keep an eye out for an email reminder as with some banks you will be required to approve the payment in your app or via a link.

If you make a reservation over the phone, a credit/debit card number is required to guarantee your stay with us. Payment is made on arrival.

A £50 pre-authorisation is required on a credit card upon arrival to open up a room account for your stay.  Depending on your bank this can hold for up to 15 working days and will show as a pending transaction in your account. The funds do not leave your account.

As part of our 'go greener' mission, we installed four EV charging points in the guest car park. Download the app to get started.

With card payments now the most preferred choice, we have made it more convenient for you to leave a tip for our team in this way. We have added a discretionary contribution of 7.5% to your bill, so you can rest assured your tip is taken care of. Your tip is shared across our team, with a contribution donated to local charities on your behalf. Of course, if you’d rather not contribute, please just say and we can remove this from your bill.

Our 7.5% discretionary service charge is shared across our team, with a contribution donated to local charities on your behalf. We are delighted to have raised over £6,970 so far in 2023 for charities including Daft as Brush, Bright Red, Shippey Foundation and Think Pink/Breast Cancer Care.

We offer a range of spa packages at Serenity Spa, which are subject to change depending on the time of year. You can view and book all current spa packages on our Spa Specials page.

No - only hotel residents, spa members and spa package guests can use our spa facilities.

Children are welcome to use the pool and jacuzzis during the allocated children’s swim times which are 08:30 -10:00 and 16:30 – 18:00.

Children under the age of 18 can use the pool as long as they are accompanied by an adult (18+). Children aged 16 or 17 can access treatment areas if they are accompanied by someone over the age of 18. This includes use of gym equipment.

Just swimwear. Towels, robes, slippers and toiletries are all provided in the changing rooms.

No - all lockers are operated via a 4 digit pin, so no need to bring a £1 coin or any other form of payment.

Spa package guests are advised to arrive 30 minutes prior to package start time, as you will be given a tour of facilities upon arrival.

We do offer spa memberships, but please be aware that if we are at capacity, we will operate a waitlist. Members can access the spa via their own Member’s Guest Pass - please call us directly if you are considering a Serenity Spa membership. 

If you are over 12 weeks pregnant, we offer special mum-to-be treatments designed especially for pregnant women. We advise that you use the main pool only.

If you or anyone in your party has a medical condition, please speak to the team directly before making a booking.

No - to ensure the safety of our guests and staff, we don’t offer a poolside drinks service or allow alcohol to be consumed outside of the Ozone restaurant. Water and ice tea are available and guests are welcome to help themselves to the refreshments on offer.

Gift vouchers can be bought online here. Alternatively, you can pop into the hotel to buy one in person - just speak to a member of the reception team. 

12 months from date of purchase. We do offer extensions for exceptional circumstances. We also offer the option to purchase a voucher extension, with gives an additional 3-month validity.