CONTACTING US

If you would like to contact us about specific details about your weekend please feel free to email us using our contact email form and we will get back to you as soon as we can - if you would prefer us to phone you back to discuss your options than please do make sure you include your contact number. For general enquires it's best to check out our FAQs section listed below first before making contact as many of the most often asked questions are listed there - you are therefore likely to get an answer more quickly this way than by emailing us. 

 

BOOKING FAQs

Why can't I make a booking - it says 'on hold'?

As all our events are gender balanced booking options are limited for some categories.  In line with all major weekenders we operate a gender balanced system to ensure there are equal numbers of leaders and followers (within 10%) to ensure everyone attending has the best chance of enjoying their dancing throughout the weekend.  Gender balancing restrictions will mostly apply to solo lady bookings (as these tend to sell out quickly) but can sometimes also apply to solo guy and gender balanced couple bookings too. On this basis if you link to the booking page and it says that you're preferred booking option is 'on hold' it will be because we have reached our current limit for that category. This can change as we lead up to an event so please do check back. However, most updates regarding bookings are generally posted on our Facebook page HERE and group HERE so they are good places to check for changes as well as posting for a booking partner if you're a solo lady.

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After I make a booking do I get a ticket?

You will receive an email confirmation at the time of booking and paying your deposit. This email will detail instructions regarding the payment of your balance which should be paid directly to the Old Thorns Hotel. The hotel will be supplied with a list of all the payments expected from our event guests and once they have received your payment you will receive further confirmation which can be used to 

check-in to the hotel and pick up your wristband.

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I don't seem to have received a booking confirmation?

Booking confirmations are sent out by our system for all purchases. However, sometimes they get diverted to your spam folder (so check there first) and sometimes they are deleted by your email manager without you seeing them - this is more often the case with Hotmail and Yahoo accounts but also with Gmail now too. The general rule is that if money has been taken from your account, then your booking is confirmed. If you are in any doubt please do contact us via our contact page HERE and we'll look into it for you. We will be able to create a duplicate confirmation email and be able to double check the email address used at the time of booking to ensure all future emails are received.

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As Penthouses have kitchens can I book them on a self catering basis?

Sorry, no. There are very few of these available and all have been allocated for Diamond Package only. If you wish to self-cater, you can book the 2 bedroom apartment Gold Packages and these apartments sleep up to 4 in each. If you are a larger group we can request that you are in close proximity to your friends.

 

If the dancing goes on until 7pm on Sunday when do I need to check-out of my room?

You will need to check-out of your room by 11am, and hotel reception will be happy to store your belongings. You will be able to utilise the Spa  until you check out at 11am
 

If you don’t need to be back at work on Monday morning, why not book an extra night directly with the hotel and take full advantage of the facilities right up until Monday morning?  If you do book an extra night, please let us know so that we make the hotel keep you in the same room.

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Do you buy unwanted bookings/tickets back?

Sorry, no. No major event organiser buy's tickets back from people who have bought a ticket and who then for whatever reason cannot make the event. However, as many of our events sell out there's a good chance that you can sell your ticket to someone else by putting a message on our Facebook Utopia & Twisted page HERE, group HERE, and/or the PURE event page HERE

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What happens if I sell my booking/ticket to someone else?

Whilst you are at liberty to sell your booking/ticket on to someone else it remains your responsibility to organise payment of that ticket with the person(s) concerned to ensure the money comes back to you - and it also remains your responsibility to inform us of the change of name(s) to assure they change is noted on our door entry system. For any changes to your booking you must therefore let us know the details via our contact page HERE

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Is my initial deposit refundable if I find I cannot attend and consequently complete my balance payment?

Please go to our T&Cs page HERE for our payment terms, cancellation policy and instructions for transferring a booking to another person.

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I am booking on behalf of a group. Who is liable for the balance?

As the Group Leader it is your responsibility to ensure the balance payment is made, and the hotel can only take the balance payment in one instalment from one person to make the process manageable for them. On this basis, please ensure that you receive monies from the other people in your party in good time. Please note that from 10th September you are legally obligated to pay your balance payment and should ensure that you meet your legal obligation to do so.  
 

Please go to our T&Cs page HERE for our payment terms, cancellation policy and instructions for transferring a booking to another person.

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As solo lady spaces sell out quickly how do I know when tickets first go on sale?

If you would like to receive regular emails about all our events and when bookings open then head to our main UTOPIA website HERE and simply complete the subscription form that is shown at the bottom of every page of the website.