Hotel Information

  1. When can I check in and out of my suite?

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

  2. Do you allow pets?

    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.

  3. Can I use the spa before check in?

    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.

  4. Can I change my check in/check out times?

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

  5. Are check in and out times different for Bungalow Suites?

    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.

  6. Will a deposit be taken when I check in?

    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.

  7. Can I charge my electric car?

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

  8. Will I pay a service charge?

    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.

  9. Where will my service charge go?

    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.


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Spa Information

  1. Do you offer spa packages?

    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.

  2. Are spa facilities open to the general public?

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

  3. Can children use the swimming pool?

    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.

  4. Are there age restrictions on who can use the spa facilities?

    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.

  5. Do I need to bring anything with me?

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

  6. Do I need to pay to use a locker?

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

  7. Do I need to arrive early for my spa day?

    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.

  8. Can I become a member of the Serenity Spa?

    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. 

  9. Can I use the spa if I’m pregnant?

    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.

  10. Can I use the spa if I have a medical condition?

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

  11. Do you offer a poolside drinks service?

    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.


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Gift Voucher Information

  1. How do I buy gift vouchers?

    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. 

  2. How long are gift vouchers valid for?

    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.


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Dining Information

  1. What time is breakfast served?

    Breakfast is served in The Dining Room from 07.30 - 10.00. If you would prefer to eat breakfast in your suite then please fill out the breakfast card in your room the night before (breakfast room service is available for our Bungalow suites at 8am only).

  2. How many dining options do you have?

    We have two restaurants - The Dining Room located within the hotel itself and Ozone which can be found in the Serenity Spa. Please see further information for each restaurant below.


    The Dining Room 

    • Dress code is smart casual.
    • Dinner service is 6.30pm - 9pm Wednesday - Sunday.
    • No robes to be worn for breakfast.
    • Sample menu here
    • A La Carte Menu - contemporary twists on traditional British food



    • Relaxed dining - some guests may be in robes 
    • Dinner times service is 5pm - 9pm
    • Sample menu here
    • Pan-asian cuisine
  3. Are mini bar items chargeable?

    All drinks and snacks in your suite are complementary and will not incur any additional charges, but please note that our mini bars do not include alcoholic drinks.

  4. Do you offer afternoon tea?

    We serve afternoon tea in The Dining Room 12:00-15:00 Friday, Saturday and Sunday - £10 per person deposit required at the time of booking. If you are using a voucher please call directly to book and be ready to quote your voucher code.


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Cancelation Policy

  1. What is your cancellation policy?

    Cancellations must be made at least 48 hours prior to arrival. This applies to hotel, spa and restaurant bookings. If a booking is canceled any later than this then payments cannot be refunded. 

    If you need to cancel a reservation, or have another enquiry, please call our reservations office directly on 0191 516 1400. 

    Reservations office opening hours:

    Monday – Sunday 08:30-18:00



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