Frequently Asked Questions

Whether you're a regular to the world of the beauty spa or are trying a new treatment for the first time we've compiled a list of some of the most common questions we get asked.

Our booking server now allows gift vouchers to be redeemed online! You no longer need to call us to book in with a gift card. The voucher number is taken at the end of the booking process.
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You are able to change your appointment yourself or if you are having any issues you can directly contact our Customer Services team.

Our Gift Cards are processed manually.  All e-Gift Cards should be received in your inbox no later than 24 hours from your purchase.  Any postal gift cards will be processed and shipped by Royal Mail. If you are having trouble locating your e-gift card please remember to check your junk folder.
If you have any further issues with this please feel free to contact our customer service team on who will be happy to help. 

Facilities access can vary by location. Please browse our location page and find your chosen location for more details on facilities.

We would always recommend arriving 10 minutes before your treatment time.

On the booking screen you will see a drop down which states “book an appointment for just me”. Click just me and select “2-6 guests” to add more people to your booking.

Sign into your customer profile, click the refer a friend tab, you will see a unique referral code you can use send onto your friend, you will both receive 20% off your next treatment at PURE.

Please contact our customer service team by calling or emailing, who will liaise with the hotel and confirm your reservation for you.  Please note you will need your gift card number at the time of booking.

Any massage or facial treatments are not advised during the first trimester.

After the first trimester you are able to have most Spa facials and beauty treatments. We also have a special pregnancy menu. Please be aware that your skin will be more sensitive during waxing.

If having a tint treatment, you will require a new patch test as the sensitivity of your skin changes during pregnancy. 

You must be 16 years old for our Spa & Beauty Treatments. We offer a special teen menu for those under 16. For younger children please call or live chat with us to discuss treatment options.

If you update your customer profile with your birthday and opt in to
receive marketing, you will receive 50% off for your birthday from PURE!

We do offer a student discount - students with a valid, recognised student ID receive 20% off bookings Monday-Thursday, and 10% off bookings Friday-Sunday. Not valid in conjunction with other offers or discounts, discount applied on checkout, bookings only, dependent on availability 

You will receive an email the day before your treatment and this will list everything you should bring when visiting the Spa.

We have changed our Robe Policy and no longer provide a robe and slippers alongside spa treatments, spa packages or spa days. This is part of our sustainability initiative to reduce our carbon footprint and our move to Net Zero. The environmental impact of cleaning our robes is one of our greatest carbon emissions. We want to eliminate this completely.

Our new policy allows clients to bring their own robe and/or slippers. If you decide to bring your own we will give you a £5 gift card which can be redeemed
on a future treatment. This gift card is valid for 3 months.

We have a 7-14 day nail guarantee! Depending on your treatment, you can visit us for up to 14 days after your manicure/pedicure to fix any chips. Perfect nails, guaranteed.

Full details for booking process is found on your experience voucher, however all bookings will go through our customer service team
Please note you will be asked to provide your voucher number/pin at the time of booking so please have this ready.