Terms & Conditions
General Hotel Terms & Conditions
To avoid any charges for incorrect reservations, please check your booking confirmation carefully and inform us of any queries immediately.
Cancellations
Flexible Rate: Your reservation is guaranteed for late arrival and will be held all night. If you think you’re likely to arrive after 11pm, please let the hotel know in advance. Failure to cancel before the cancellation deadline, or in the event of non-arrival the full room rate will be charged. Unless noted otherwise in your booking, any cancellation should be made 48 hours prior (by 11:59pm GMT). If you cancel before this deadline and have paid money toward your booking we will issue a full refund to the same method of payment as soon after as possible. A cancellation reference will be given and should be retained as proof of cancellation
The cancellation policy applies to every night of your stay. If you need to cancel your booking before the cancellation deadline or make any alterations to your reservation you must do so via the same method the booking was made i.e. via the website.
Cancellations cannot be accepted for web bookings by the hotel direct or via email. To cancel a reservation or to make any alterations on our website you need to go to the booking page as if you are making a new reservation and follow the links from there.
Non-Flex Rate room bookings may not be cancelled and/or amended for any reason. For the avoidance of doubt, the room(s), any associated meals and/or other additional extras cannot be cancelled, amended or refunded (including any “no shows”). Such cancellation charge is to compensate the hotel and is not for any service. You may wish to take out room cancellation insurance in case you need to cancel your reservation.
Bookings made via a 3rd Party Site: please refer to the 3 rd party booking agent’s own cancellation policy as they may vary from our own and may need to be made via them directly.
Group Bookings: Please refer to your personalised Group Contract for full details on payments, cancellations and general information agreed.
Our right to cancel
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
• you do not pay us when you are required to do so; or
• you breach the contract between us in any way; or
• you have previously breached the contract between us in any way.
If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.
Events outside our control
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and: • if you have already paid for your room, we will refund your payment to you; or
• if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.
Payment
Please refer to your Rate Plan for information on payments: Flexible rates will be charged at checkout. Non-Flex Rate charges will be taken prior to your arrival at the hotel. Please ensure the debit/credit card used to book is valid up until your departure date.
On arrival at the hotel you will be asked to provide a credit card for pre-authorisation. This preauthorisation will be for the total amount of accommodation plus £50 per night for any additional items. Upon departure the pre-authorisation is completed for the final amount and any extra monies held will be released
Debit Cards
Please be aware that when using a Debit Card a pre-authorisation may show as a point of sale on your bank statement, the completion on departure may also show up as a point of sale on your bank statement and this could take over 10 working days to release the pre-authorisation depending on your bank.
To avoid inconvenience to you where a debit card is your preferred method of payment, we suggest therefore taking full payment on check-in for the accommodation and then pre authorising either a credit card or taking cash of £50 per day as a deposit for additional charges, we are more than happy to pre-authorise a debit card upon your request.
If you use a different card on check out to that that was pre-authorised, the authorisation will be cancelled with the bank. This will take 5 to 7 days to clear and release the funds, so we strongly advise that you use the same card.
Cash Payments
The above pre-authorisation procedure is still required to be carried out on a credit or debit card to check in to the hotel when paying by cash. Should you wish to pay by cash you can do so on departure and the preauthorisation will be released.
Please note you will not be able to check in without a Credit or Debit card. All card transactions must be via chip and pin.
Personal Cheques
Please note we are unable to accept personal cheques as a form of payment. Children Children 13 years and older are charged as adults
Occupancy
The maximum room occupancy is two adults. Family rooms (where available) can accommodate two adults (18 years and over) and two children (under the age of 13 years).
Children aged 13- 17 years will be permitted to stay in separate room(s) with a parent or guardian. You must not exceed the maximum occupancy for the room allocated to you.
We reserve the right to conduct checks on occupancy and compliance with these terms. Those under 18 years old must be accompanied by a parent or guardian at all times while in the hotel.
Check-in/Check-Out
Check In 3:00 PM
Please note that during some of our busiest periods, there may be a wait at check-in. Earlier check in is not guaranteed. Requests can be made on the day of arrival only and is subject to business.
Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport, driving licence, ID card or police warrant card.
Check out 12:00PM
Rooms must be vacated by 12pm on the day of departure. Failure to leave your room by this time may result in a late check-out charge of up to one night's additional accommodation charge.
General
You must not:
• be threatening or abusive to any of our team before, during or after your stay;
• smoke anywhere inside the hotel premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking on hotel premises outside of the designated smoking area will result in a £150 fine taken from the card on file;
• engage in any unlawful activity during your stay (e.g. taking an illegal substance);
• cause any health and safety hazard to any of our team members or any of our guests; • bring any potentially dangerous or hazardous materials or equipment onto the premises;
• tamper with any fire alarms or emergency equipment;
• utilise hotel rooms to store items (personal or otherwise) which could in the sole opinion of the hotel cause damage to the room, or be a risk to the health and safety of staff or property;
• prevent hotel management, housekeeping and/or maintenance staff from access to your room(s) as and when required by them, with housekeeping permitted full access at least once every two days;
• remove, damage or destroy any hotel property;
We reserve the right to:
• change your room allocation and/or hotel location at any point during your stay for any reason
• cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we must cancel your booking(s) we will attempt to notify you and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.
Pets
As of 1st July 2024, there is a mandatory £25.00 Supplement Charge applicable (per stay not per night) and will be charged at check-in.
Please call hotel to confirm availability before booking. Restrictions apply.
The hotel reserves the right to apply additional charges for any damages or additional cleaning required. Pets should not be left in your room or any other part of the hotel unattended
The hotel does not accept liability for any loss, injury or illness to your pet
With the exception of our Bo’Vine Restaurant you can freely walk your dog around the hotel but we ask that they are kept on a short lead for the comfort of guests and our team members.
Pets that are deemed to be a nuisance or danger to other hotel guests must be removed from the premises immediately. The hotel management reserves the right to make this decision at any time
All rights not expressly granted in these terms and conditions are reserved