Terms and Conditions

Availability

In the rare case that the hotel cannot accept a booking, as in the case of an act of God (strike, war, etc.) or urgent maintenance work, the hotel will do its utmost to find alternative accommodation in another hotel but will not be held responsible if this is not possible or if the alternative does not meet our high standards.

Bookings

All bookings to be fully paid in advance through our secure server payment system on our website or at the hotel’s reception when checking in.

Arrival and Departure

Check-in times are specified on Your Booking Confirmation. Should You wish to check-in outside of the times specified You must confirm this directly with the Hotel. In the event that You attempt to check in outside of the stated times without prior arrangement, the Hotel may cancel the booking and retain any amounts it is entitled to retain in accordance with the cancellation policy outlined below.

Check-in: 2:00 PM until 6:00 PM. Early and late check-in available on request.

Check-out: 11:00 AM. Late check-out available on request.

Key Loss or Damaged

We charge a fee of £20 per key if you lose a key. If you damage a key or a lock, we charge a fee for the key or the lock and for the call of a locksmith if it was required. Please do look after the keys.

Cancellations

When the booking is confirmed online, a reservation number will be supplied. This must be retained for access to the booking in the event of the need for cancellation and/or amendment.

If You cancel Your Booking within 48 hours of the scheduled check-in time on the date of arrival as printed on Your Booking Confirmation, You will be charged the full amount of Your booking, including any Booking Extras.

If You have paid a deposit equivalent to the value of the first night and cancel Your Booking within 48 hours as outlined above, You agree that the Hotel can contact You to arrange payment of the balance outstanding on the Booking.

If You need to cancel Your Booking more than 48 hours before the scheduled check-in time, a full refund will be given including any Booking Extras paid at the time of Your Booking.

All cancellations must be notified in writing through our contact page or by email to info@pelhamlodge.co.uk.

Amendments

To amend or cancel Your Booking, call the number contained within the Booking Confirmation, or contact us with your details (name, address) if you booked directly with us. If You amend Your Booking within 48 hours of the scheduled check-in time and as a result cancel any room night with less than 48 hours’ notice, the cancellation conditions outlined above will apply. All cancellations must be notified in writing by email. Payment: most major credit and debit cards are accepted. All additional sums are due for payment on presentation of the invoice at checkout.

Car Parking

The Hotel has limited car parking facilities. The Hotel does not accept responsibility for damage to, or for theft from, or for theft of vehicles parked on the Hotel car park or on the road outside the Hotel premises. We apply a first-arrived-first-served policy to the car park.

Insurance

Clients are recommended to have insurance to cover cancellation, curtailment, and loss of baggage, personal effects and money.

Children

Children are charged as stated on the booking form sharing with adults. Cots are available at no additional charge, subject to availability. Children under the age of 18 years must be accompanied by a responsible adult to ensure that the children’s behaviour is appropriate for other guests within the Hotel.

Disabled Guest Rooms

The Hotel does not offer modified facilities for use by disabled guests. However, we do have two rooms on the ground floor that can be used by guests with limited mobility. Please contact the Hotel to book these rooms and be sure they are suitable for you.

Dogs and Other Pets

The Hotel does not accommodate pets because we have no adequate facilities to offer them a pleasant stay.

Groups and Parties

The Hotel is a family-oriented guest accommodation. To ensure the Clients’ comfort, we do not accept stag, hen, young farmers’ parties and large groups.

Behaviour

The Hotel reserves the right to judge acceptable levels of noise or behaviour of Clients, guests or representatives, who must take all steps for corrective action as requested by the Hotel. In the event of failure to comply with management requests, the Hotel may terminate the booking or stop any event immediately without being liable for any refund or compensation.

Since the introduction of current smoking regulations in the UK, smoking is no longer permitted in any part of the Hotel. There are outside areas of the Hotel where smoking is permitted. All guests are requested to consider other guests coming after them and refrain from attempting to smoke inside their rooms. Any damage caused, be it spills, burns, breakages, will be charged to guests, particularly if it goes unreported.

Discrimination

It is the policy of the hotel not to discriminate on the grounds of race, colour, nationality, creed, gender, marital status, age, sexual orientation, ethnic origin or disability. Clients, their employees, guests and all sub-contractors engaged by or on behalf of the Client are expected to adhere to this policy and the Hotel may, without incurring any liability to the Client, remove from the Hotel any person or persons offending against this policy.

External Purchases

No wines, spirits, beers or food may be brought into the Hotel or Hotel grounds by Clients, their guests or representatives for consumption or sale on the premises without the express written consent of the Hotel.

Comments and Complaints

Any comment or complaint regarding the stay should be made in writing within 90 days to the Hotel by e-mail or using the complaint form provided in our “Guest Welcome Pack”.

Statutory Requirements

The Hotel is subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. These must be strictly observed by Clients, their guests and representatives.

Liability

Other than for death or personal injury caused by the negligence of the Hotel, the Hotel’s liability to the Client is limited to the price of the booking. The Hotel will not be liable for failure to perform to the extent that the failure is caused by any factor beyond its reasonable control. The Hotel does not accept responsibility whatsoever for damage to, or theft of, Clients’ belongings in the hotel premises. Clients are responsible for any damage caused to the allocated rooms, furnishings, utensils and equipment in them by any act, omission, default or neglect of the Clients, their guests or sub-contractors.

Data Protection

The information provided by the Client may be processed by the Hotel for the purposes it has notified to the Information Commissioner. By confirming the booking, You consent to this processing of the information and the transfer of Your information to the channel through which Your booking originated.

Dispute

These terms will be construed in accordance with the exclusive jurisdiction of the British Common Law in the courts of the United Kingdom in respect of any dispute that you may have relating to such goods or services as aforesaid.

Disabilities

Please inform us at check-in if you or a member of your party has any disabilities which might restrict you in the event of an emergency evacuation from the building being required (e.g. visual, hearing, or mobility impairment), in order to enable us to provide priority assistance in such circumstances.