FAQ

What time is check-in and check-out? 

For guests staying in a Superior Guestroom, check in time is 3pm and check-out time is 11am

For guests staying in a Deluxe Guestroom, Junior Suite, Suite 1857, Suite and Spa Suite, check-in time is 3pm and check out time is 12pm

For guests staying in the Signature Suite, check-in time is 3pm and check-out time is 1pm

What to expect upon arrival to The Resort

Make your way to the front door of the hotel with your luggage for check-in at the reception area. 

If arriving prior to 3pm

Once you have completed check-in, please make your way to the Thermal Spa Village where you will be provided with robes & flip flops. Once you have changed into your swimwear, please leave your luggage with our Concierge Team who will be based in the Thermal Spa Village reception. 

Enjoy relaxation in the Thermal Spa Village. 

When your room is ready, you can collect your key at Thermal Spa Village reception.

Your luggage will be in your room when you arrive.

If arriving from 3pm onwards

Please complete check-in at the reception area before making your way to your room, and preparing for relaxation in the Thermal Spa Village. 

Can I organise an early check-in or late check-out?

Early check-in is available from 1pm and late check-out is available up until 1pm, at a cost of £30 per hour. Please contact Reservations to check availability.

Will a member of staff be able to valet park my car/help with my luggage?

Valet parking is available and staff will be on hand to help with guest luggage.

What time is check-in and check-out? 

For guests staying in a Shepherd's Hut, Forest Den or Log Cabin, check in time is 3.00pm and check-out time is 11am

For guests staying in a Cottage Suite or The Riverside Cottage, check in time is 3.00pm and check-out time is 12pm

For guests staying in Charles Lanyon Gate Lodge, check in time is 3.30pm and check-out time is 11.30am

For guests staying in Linen Merchant's Residence, check in time is 3.15pm and check-out time is 11.15am

For guests staying in Red Oaks Residence, check in time is 3.00pm and check-out time is 11am

For guests staying in The Oaks Residence, check-in time is 2.45pm and check-out time is 10.45am

What to expect upon arrival at The Resort

Please arrive using the entrance signposted for Gillies & The Spa at Galgorm. Make your way to our Lodging Accommodation check-in area located on the road to the right. 

Check-in with a member of our team in the Lodging Reception check-in area.

Can I organise an early check-in or late check-out?

Early check-in and late check-out is available for guests staying in a Cottage Suite, Shepherd's Hut, Forest Den at an additional cost of £30 per hour, up to 1pm. Please contact Reservations to check availability.

Early check-in and late check-out is available for guests staying in a Log Cabin, at an additional cost of £80 per hour for an 8 berth Log Cabin and £60 per hour for a 6 berth Log Cabin. Please contact Reservations to check availability.

Skip to the relaxation with digital check in now available. 

Download the Galgorm Collection mobile app, designed with you in mind to streamline check in and enhance your visit. 

View your upcoming stays and complete digital check in prior to arrival, complete your registration details and make payment for your room all from your phone.

Browse hotel information, access your digital room key, explore local sights and attractions and take care of any changes with the option to pay via the app. 

View our guide to digital check in here

How can I make a special request regarding my stay?

We would love to help you with any special requests for your stay. When booking online, simply type your message/request into the special requirements box after entering your name and email address. Alternatively, you can arrange a special request by phoning/emailing the hotel.

What is Galgorm's online cancellation policy?

Hotel Guestrooms, Cottage Suites, Shepherd's Huts & Forest Dens

The cancellation policy is 72 hours prior to arrival. If booking a Pre-paid rate, full payment is taken at the time of booking. This is strictly non-refundable and non-transferable.

Log Cabins & Residences

The cancellation policy for Log Cabins is 7 days and Residences are 14 days prior to arrival. 

A 30% non-refundable deposit of the total cost of the reservation will be charged to your card at the time of booking. Full prepayment of the remaining balance is required 7 days prior to arrival for Log Cabins and 14 days prior to arrival for Residences and will be charged automatically to the card provided at the time of booking. Deposits paid are non-refundable and non-transferable.

Day Spa Packages

Reservations may be cancelled by 12 noon 5 days prior to arrival without any further charge being incurred. Any cancellations made after this time are subject to 100% fixed cancellation charge of remaining balance paid as compensation for loss suffered. This will be charged to the credit card provided at time of booking.

A 30% non-refundable deposit of the total cost of the reservation will be charged to your credit card on completion of booking.

How do I make a reservation for a large group?

We would love to help you make a booking for your group. Please contact our reservations team by telephone on 028 2588 2554. 

Can Galgorm organise transfers?

Complimentary transfers are available to and from Cullybackey Train Station, on request. Subject to availability.

Transfers are available on request to and from the airport and other locations. This service will be available with the Bentley, from £300. Please contact guestrelations@galgorm.com to arrange.

Where is the nearest Railway Station to Galgorm?

There are two stations nearby; Ballymena (10 minutes by car) and Cullybackey (5 minutes by car)

Where is the nearest Bus Station to Galgorm?

The nearest bus station is in Ballymena (10 minutes by car)

Does Galgorm have a car park onsite?

There are approximately 300 guest car parking spaces at the hotel. Guests who are staying in our Lodging Accommodation have their own parking. 

Do you have disabled parking available?

Parking spaces closest to the hotel entrance are reserved for guests with mobility difficulties.

Do you have an Electric Vehicle Charging Point?

There are eight electric charging point located in the carpark nearest to Gillies Grill. 

Please download the ePower EV Charging app, available for Apple and Android, or alternatively scan the QR code visible on the side of the charger.

Galgorm Collection is fully committed to the safety of its guests. All allergen menus throughout the collection have been created with specific and unique requirements in mind. Careful precautions are taken when preparing dishes for guest with allergies and dietary requirements, however, as Galgorm Collection offers food that may contain potential allergens, the risk for cross contamination is always present.

What if I have forgotten an item at the Hotel?

If you find that you have left an item behind, please call the hotel on 028 2588 1001 with information regarding your item to enable us to locate it for you. Useful details will be:

• Date of stay
• Room number
• Reservation number
• Where you think the item may have been left
• Description of the item

What time is breakfast served?

Conservatory Breakfast is served daily from 7am-11.00am*

Gillies Breakfast is served daily from 9am - 12.00pm.

*For parties over 6 guests, a breakfast reservation is required. For larger parties wishing to dine in The Conservatory, guests will be placed at smaller tables on a first come first served basis.

Is Wi-Fi available in the hotel?

Guest Wi-fi is available in the main hotel and all accommodation. 

Are smoking rooms available at the hotel?

Galgorm is a non-smoking building. There are multiple room types with balconies on which guests are permitted to smoke. Guests can use the Mulberry Garden area to smoke in, which is fully equipped with sheltered tables and heated seating.

Do you have a gym?

Yes. The Fitness Suite is located on level 1 within our Thermal Spa Village. The Fitness Suite hosts a range of top quality gym and fitness equipment. 

How far from the hotel are the Log Cabins & Cottage Suites, Shepherd Huts & Forest Dens situated?

Log Cabins and Cottage Suites are a 5 minute walk from the main building. If you arrive by car, you can park beside your Log Cabin or in the designated carpark for our Cottage Suites.

Shepherd's Huts and Forest Dens are a 5-10 minute walk from the main building. If you arrive by car, you can park at the Shepherd's Hut or Forest Den Car Park.

What are your Lodges equipped with?

You can view each accommodation type here (linked to: https://www.galgorm.com/accommodation-lodges.html) . Click ‘Read More’ to view their features. 

Can children use the hot tub in relevant accommodations?

Children under the age of 16 are not permitted to use the Log Cabin Hot Tub. However, they are very welcome to use the indoor swimming pool during the Family Time sessions from 5.30pm - 6.30pm and from 9:00am-10:00am on the morning of departure.

Users aged 16 and 17 must be accompanied by an adult at all times while using the Hot Tub.

A cover is provided for the Hot Tub but parental responsibility will be required to ensure the safety of children at all times.

Are pets permitted in the hotel?

Guide dogs are the only animals permitted within the hotel. 

Dining

Guests can dine with their dogs in The Mulberry Garden, ground floor of McKendry’s Bar and The Barn at Castle Kitchen + Bar. We also offer the Woodpecker Takeaway, available for delivery to your lodging accommodation, from 4pm – 10pm.

Accommodation

If you're after dog-friendly accommodation, our wide range of Lodging Accommodation are all dog-friendly. Subject to availability. Further information can be found here.

Does the hotel offer family guestrooms?

Superior Family rooms accommodate 3 guests with one double bed and one single bed. 

Deluxe Family rooms accommodate 4 people with one double bed and one king bed or one double bed and 2 single beds. 

Cots and camp beds can be provided on request. Please inform reservations of your requirements at the time of booking.

Does the hotel have wheelchair-friendly guestrooms?

The hotel has one accessible guestroom and 1-bedroom Cottage Suite with full DDA Requirements; please inform reservations at the time of booking of your needs. The hotel also has several guestrooms with a walk-in shower. Shower Stools can be provided on request.

Do you offer tea/coffee making facilities in the guestrooms?

Tea and coffee making facilities are available in all guestrooms.

Do you offer an ironing board and hairdryers in the guestrooms?

All guestrooms within the main hotel have a hairdryer, iron and ironing board.

Is there wi-fi available for guests?

Wi-fi is available in the main hotel and all our accommodation free of charge. There is no password required. 

There is a complimentary minibar in every guestroom.

*Please note chargeable minibar is in multiple room types – Hotel Suites, Riverside Cottage, Shepherd's Hut Suite, Loft Suite and Forest Den Accommodations

To schedule an appointment, please book online using the below options. 

Please arrive at least 30 minutes before your treatment to Spa Reception to allow you sufficient time to change and enjoy some relaxation time prior to your treatment. Please note that your appointment may alter by 15 minutes from the time stated above. If you arrive late for your appointment, your treatment will be adapted to the remaining time of your booking.

Please note that the allotted treatment time includes time for consultation and aftercare advice.

We welcome expectant mothers to enjoy the relaxing surroundings and facilities of the Thermal Spa Village. There are however some of the experiences that due to the jets and extremes in temperature are not recommended during pregnancy. We can adapt most of our treatments for expectant mothers. Body treatments are available from 14 weeks, facials are available from 1 week.

It is important that you advise us in advance of any health conditions, allergies or injuries which could affect your treatment when making your reservation. We are unable to offer spa treatments to guests who have received General Anaesthetic within the last three months. You will be asked to complete a pre-treatment medical questionnaire prior to arrival.

Please bring swimwear for use in the Thermal Spa Village. If you have a treatment booked, disposable underwear is also available. 

Residents

Robes and flip flops are provided in your room. You may collect a towel at Spa Reception for use during you time at The Spa.

Day Spa Guests

Robes, Towels and Flip flops are provided for you in your locker. 

In the interest of comfort, personal safety, health and hygiene and in consideration of other guests, suitable footwear must be worn at all times in The Spa.

Please feel free to help us on our sustainability journey by bringing your own suitable spa footwear, e.g. flip flops or sliders. Galgorm Sliders can also be purchased at Reception.

We have a top of the range fully motorised, mobile pool lift. The Panda hoist has a unique electronics system so that each guest can be transported direct from changing rooms to poolside with no requirement for a wheelchair & no effort by the operator except for steering into position.

The Panda hoist can be used to allow guests to enjoy various facilities throughout the Thermal Spa Village. Once the lift is in position at the poolside, the chair is lowered into the water by an attendant operating the controls on the lift control panel. 

Please advise our Reservation or Spa Reception Team should you wish to avail of the Panda, prior to arrival. 

Please note that a discretionary 5% gratuity for your Therapist will be added to your bill. You have the option of removing this from your bill should you prefer

Credit/ Debit card details are required to confirm all bookings including those being paid in full or in part by gift voucher. If using a Gift Card or voucher, details will be required at the time of booking.

Vouchers are non transferrable to another package or treatment and no change can be given. Gift vouchers must be presented to Reception on arrival.

Full payment is required prior to departure. In the event that an outstanding balance is remaining after departure, this will be charged to the card details provided at the time of booking.

Treatments

Please allow 72 hours notice of any cancellation or postponement of Treatments or Services booked during your stay.

Day Spa Experiences

Please allow 5 days notice of any cancellation or postponement of your Day Spa Experience. 

If your Treatment and/or Service is not cancelled within the specified cancellation period, we reserve the right to charge 100% cancellation fee to the credit card given at the time of booking.

We offer a timetable of classes ranging from Spin, Water Aerobics, Bootcamp, MetCon and more. For more information please contact Spa Reception. 

Residents 

All valuables should be stored in your guestroom. For items such as phones, safety deposit boxes are available. 

Day Spa Guests

Lockers are provided for Day Spa guests for your individual use. However, we recommend that you do not bring valuables into The Spa.

Galgorm do not accept any responsibility for loss or damage to personal items. 

To ensure that all guests enjoy the peaceful sanctuary of The Spa, we respectfully request that all visitors keep noise to a minimum. The use of mobile phones and electronic devices in The Spa are allowed however please respect our other guests and ensure devices are kept on silent. We reserve the right to ask any guest or group of guests to leave the Spa if they are disturbing other users of The Spa facilities.