Frequently asked questions

If you have an enquiry that is not listed below, please email or call us and we’ll be happy to help.

What are your Check In and Check Out times?

Guests are available to check in with us from 3.00pm on arrival day. You may request an early arrival, we will do our best to accommodate this request, however we cannot guarantee it will be available.

Check out is 11:00am on departure day. Late check-out times can be requested with our Guest Relations team.

What's your dog policy?

We have a number of dog friendly rooms here at Matfen Hall, including our Garden rooms that allow direct access to your room for you and your dog. When staying with your dog, we’ll include a dog bed, water bowl, waste bags, treats and dog towel in your room.

Dogs are welcome to join you in The Keepers, Cloisters Lounge and The Great Hall and are allowed around the gardens of the estate.

We politely ask that you keep your dog on a lead at all times and pick up any waste as well as consider other diners, guests and golfers on the estate.

A charge of £75.00 per stay will apply.

What is your gift card and gift voucher policy?

Each gift card is valid for 12 months from the date of purchase unless otherwise stated. Cards cannot be refunded, extended, transferred or redeemed for cash or credit. Each card must be valid, presented in perfect condition, complete with serial number. Any defacement will make the card invalid. Should service or product of a higher value be taken, the card may be used in part exchange or payment of balance. For full terms and conditions, click here.

What's your cancellation policy?

Cancellations for a hotel room reservation must be received within the cancellation policy indicated on the reservation. If cancellation of a guaranteed reservation is not received by the required date, a charge will apply. For details of cancellation policies and deposit requirements, please check at time of booking.

Do you have disabled/accessible rooms?

Yes, we do. Please contact our Reservations team who will be happy to help plan your visit.

Are children allowed at Matfen Hall?

Yes, of course. We welcome families and have a number of family sized rooms to accommodate you. Children under the age of 16 can use the swimming pool at set times of the day (07.00-10.00 and 17.00-19.00) when accompanied by an adult.

Celebration of Marriage Policy - can we spend our wedding night at Matfen Hall if we are getting married elsewhere?

Please refer to our Celebration of Marriage Policy.

Is there an out-of-hours contact?

Our reception is manned 24hrs a day, 7 days a week. You can contact us here.

Can you provide an extra bed?

Extra rollaway beds are available based on room occupancy, the cost is £75.00 per night including breakfast. We are delighted to provide cots for children up to two years of age with our compliments.

What payment methods do you accept?

We accept Visa, Mastercard, Maestro and American Express.

Is there a dress code for the golf courses?

No jeans, football shirts or football shorts allowed.

Do you have car parking facilities?

Yes, we provide free parking for our residents and visitors.

Can you arrange airport/train transfers?

Airport and train transfers can be arranged by contacting our Guest Relations team info@matfenhall.com

Travel time from the airport is approximately 15 minutes, taxis are also readily available.

Newcastle train station is a 30 minute drive, taxis are also readily available.

Do you have a heli pad?

Yes we do have a heli pad.

Do you have electric car charging points?

Yes, we have a couple of spaces with charging points on-site.

Do I need to book a slot for use of the Retreat facilities?

There is no need to book a slot for use of Retreat facilities. Should you wish to book a treatment, a booking is required.

Please note there are specific times for children swim times, 8am – 10am and 5pm to 7pm children are welcome, no booking is required.

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Frequently asked questions

If you have an enquiry that is not listed below, please email or call us and we’ll be happy to help.