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2022 Booking Conditions

Bedroom rates vary depending on the day of the week and the hotel’s occupancy levels. All rates are inclusive of VAT at the current rate. Rates are per room, per night, based on two adults sharing a room.

Children sharing a room with their parents are included on a bed & breakfast basis only on all packages and rates, all meals will be charged as taken.

Family rooms, where available, can accommodate 2 adults and 2 children (under the age of 10). You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.

Any child under the age of 16 may only stay at the Hotel if accompanied by a parent or guardian who is also staying at the Hotel. We reserve the right to change your room allocation at any point during your stay for any reason.

All reservations must be confirmed and guaranteed with a 30% deposit, which will be charged to your credit or debit card at the time of the booking and then deducted from your final balance on departure. A minimum two-night stay may apply to Saturday nights in peak times. Some special offers may require a full pre-payment.

Please note that deposits and payments processed on your card may display with the name of Gemini Properties; on your bank statement, this is the registered holding company of The Elms Hotel.

Cancellation Policy

All reservations must be confirmed and guaranteed with a non-refundable 30% deposit, which will be charged to your credit or debit card at the time of the booking and then deducted from your final balance on departure.

Individual reservations will be charged the remaining 70% balance of the quoted rate for the entire stay for any cancellations within 72 hours of arrival. Full pre-payment may apply to special events and some special offers. This would be non-refundable and non-transferable in any case of cancellation.

Group bookings are defined as five or more rooms. For group bookings, we will charge 70% of the total of the rooms cancelled within 28 days of arrival. Any deposits relating to any group rooms cancelled will be neither refundable nor transferable to another room in the group.

Cancellations made due to reasons beyond the control of the hotel, such as bad weather (i.e. snow, flood) and illness are liable to full charges in line with the policy detailed above. This is applicable should the hotel remain operational and open to guests. In cases whereby a hotel closure is in place, your deposit may be transferable to a future date’s stay within 3 months of the initial arrival date and no cancellation charges will apply. Transferable deposits are only available in this instance and remain at the discretion of the hotel management. No refunds will be given for failing to take up any component included in the price of your packaged stay, including meals.

If you cancel but do not give us prior notice of the cancellation of a reservation in accordance with the timeframes, we will be entitled to charge you a Late Cancellation Charge. A “Late Cancellation Charge” means and will comprise the net financial loss that we suffer due to your cancellation. The calculation will take fully into account and give credit for any amount for any or all of the stay that you booked that we receive from another person for your room.

We shall use reasonable endeavours to let your room to someone else for this purpose. The Late Cancellation Charge shall be limited to whichever of the following is the lesser amount: either 100% of the full price (at the Rate applicable) of your booking for the whole duration of the stay that you booked or one night’s stay at the Rate specified in your reservation. We may take the Late Cancellation Charge when or after you cancel using the payment details you provided when you made the reservation. We will be entitled to deduct some or all of the Late Cancellation Charge from any sum you paid us in advance and to keep the amount deducted and will refund to you any balance.

Force Majeure

We shall not be in breach of these Conditions nor shall we be liable for any delay in performing, or failure to perform, any of our obligations under these Conditions if such failure or delay results from event, circumstances or causes beyond our reasonable control. Such causes include, but are not limited to power failure, internet service provider failure, fire, flood, storms, earthquakes, acts of terror or any other event that is beyond our control.

Dog Charge

Should you wish to bring your dog with you, there will be a supplement of £25 per night and this should be arranged prior to your visit. Please note that not all of our bedrooms are suitable for dogs and more information can be found on the individual room pages.

Junior Guest Rates are inclusive of breakfast on all rates and special breaks, all other meals will be charged as taken.

Bedding is provided for children in the form of cots, and Z beds within this rate. Z-beds and sofa beds are suitable for children up to 10 years of age, not all our bedrooms can accommodate a Z bed or cot, please check with the hotel for further information.

Children of 12 years and above require their own bedroom and will be subject to the full rate charge of the available and suitable room. The minimum age for children sleeping in their own room is 10 years, which applies to all occupants of this bedroom.

General terms & conditions

Guest Check-In and Check-Out

The earliest check-in time at our hotel is 15:00 hrs on arrival date, the latest time by which you must vacate your room and check out from the hotel is 11:00hrs on the departure date. Both early check-in and late check-out can be purchased via reception for an additional rate. This is subject to availability. We may beforehand agree at our discretion to an arrangement for a later check-out time but if we have not agreed to a later time and you do not vacate your room and check out by the above latest time, we will be entitled to charge you for an additional night’s accommodation at the standard applicable rate.

Dining

Our hotel may provide a separate private dining area for groups. This will be confirmed with the group leader. We ask that noise in the restaurants be kept to a minimum for the comfort of all our guests. Leisure packages that include dinner may be subject to change dependent on availability, should this be the case an alternative will be offered on arrival.

We would respectfully ask that you are ready to be seated at the time of your reservation. Should you arrive after your booking time, we may need to hold you back to a later time to ensure the best possible level of service to all our guests.

It is essential that we be notified of any specific dietary requirements prior to your visit, we will use all reasonable endeavours to accommodate those requirements and, where this is not possible, tell you that we are unable to do so. If you have not informed us at the point of booking, please contact the restaurant to discuss your requirements with a member of our team.

The Greenhouse Spa

Please arrive at least 15 minutes prior to your appointment to allow time for the consultation process. Late arrival will result in loss of treatment time. All treatments are to be paid for in full at the time of booking, cancellations require 48 hours' notice. If cancelled outside this time, all monies will be refunded within 10 working days. Please call the Spa within 24 hours of booking to pay for your treatment.

The Spa reserves the right to cancel treatments if payment is not received in advance. Spa Days booked via 3rd parties are to be paid in full at the time of booking and are non-refundable or non-transferable if cancelled. Please inform us of any allergies, injuries, or any medical concerns that the spa should be aware prior to your arrival. Robes and towels will be provided.

Junior Guest Policy

The following policy applies to all areas of our hotel, all employees, and guests either resident or non-resident. This policy is being implemented to demonstrate due diligence in achieving part 4 of the Licensing objectives; “the protection of children from harm” as stated in the Licensing Act 2003.

1. Children under the age of 16 are always to be accompanied by an adult in our licensed venues.

2. For the purpose of this policy, the definition of accompanied is to chaperone and continually supervise from a close distance. For example: sitting at a table with them.

3. After 9:00pm, the Duty Manager reserves the right to ask children to vacate the public bars if this is deemed appropriate to the business. If there are children behaving in a particular manner and affecting the experience of our other guests, the Duty Manager may decide to exercise this right.

4. Children under the age of 16 years old are not permitted in any of our licensed venues after midnight even when accompanied by an adult (save when attending a private function).

5. At no time are children allowed to sit or stand at the bar unless the accompanying adult is waiting to be served.

6. ‘Home Alone’ – No child residents under the age of 16 should be left alone in your family bedroom. Your children remain the sole responsibility of you as guardian or parent.

Hotel Rules

You must conduct yourself in a reasonable and responsible manner at all times when on Hotel property and when liaising with our staff throughout the booking process. Similarly, you must not act in any way, which may disturb other guests. This includes observing and maintaining appropriate social distancing measures and hygiene practices in accordance with government guidance. If you do not, we may ask you to leave the Hotel and, in that case, you must immediately pay us all sums due.

Alcohol: The Elms operates a responsible drinking policy. In order to ensure the safety and wellbeing of our guests and staff, we cannot allow guests to bring their own alcohol for consumption on the premises. We reserve the right to confiscate any alcohol brought onto the premises.

Code of conduct: We reserve the right to ask any guest who is abusive, threatening, or offensive to our guests or staff to leave the hotel immediately and will incur any relevant early departure charges. Reasons for summary eviction include drunken behaviour, unreasonable demands, foul language, racist comments, suspected theft from the company or other guests, trespass in staff-only areas, wilful avoidance of agreed charges, and suspected use of illegal substances - although this list is not exhaustive.

Dress Code/Noise: The Elms will not permit any strip-o-grams or any other forms of live entertainment, whatsoever. The hotel will also not permit any group to bring, wear or use props, inflatable items, printed t-shirts, fancy dress, etc. Dining tables etc. will not be permitted to be dressed with any items such as balloons, table decorations or anything that will cause offence to other diners. We reserve the right to remove such items and will return them on departure.

Food and drink: Only food and drink purchased from the hotel may be consumed on the premises. If food or beverages are brought into the hotel for consumption, a charge will be made equal to the hotel's selling price for that or an equivalent product, which shall be in the absolute determination of the hotel. The Duty Manager may also confiscate food or beverage and return it to you on your day of departure.

Smoking: All areas of the hotel are strictly non-smoking. This includes the smoking of e-cigarettes. Outside areas are provided for your comfort. We may charge you for any and all costs we incur in cleaning the room (including, but not limited to, fixtures, fittings and soft furnishings) and restoring it to a smoke-free environment.

You must not:

- Bring any animals or pets into the Hotel, with the exception of assistance or guide dogs; unless agreed in advance to stay in one of our pet-friendly rooms;

- Bring any potentially dangerous or hazardous materials or equipment onto the Estate or into Hotel rooms;

- Use any electrical appliances that may set off fire alarm system, such as toasters, mini cookers or portable grills, tamper with any fire alarms or emergency equipment;

- Utilise any Hotel rooms to store items (personal or otherwise) which could in our sole opinion cause damage to any Hotel room, or be a risk to the health and safety of our staff or property;

- Prevent our management, housekeeping and/or maintenance staff from having access to your room as and when required, with housekeeping being permitted full access at least once every two day

- Remove, damage or destroy any Hotel property

- Use any technology provided by us to download or access any unlawful or obscene material; or cause unreasonable disturbance to any other guests or staff

All of the above rules will also apply to members of your party and your guests and you shall be liable for any breach of the above rules by any of them. If you or your group cause damage or loss of any kind to the Hotel, other guests or their property, you as the Guest who is making the booking will be responsible for that damage or loss and you shall be liable to pay to us on demand the amount required to make good or remedy such damage or loss. If you or your group caused damage to the Hotel, other guests or their property, or otherwise breach any of these terms or conditions, we reserve the right to:

- Cancel your reservation with immediate effect and (if appropriate) require you to leave the Hotel;

- Restrict access to the Hotel;

- Remove your items from the room and the Hotel, disposing of such items in the event that you do not collect them within 7 days of removal;

- Retain all sums paid by you and/or charge you the full amount of your reservation; or

- Refuse future reservations from you and/or refuse you entry or accommodation at any of our Hotels.

- We will not be liable to refund or compensate you in the event of any of the circumstances arising in clause

- We reserve the right to decline or cancel reservations made and stays in progress by those who have previously breached these Conditions (as may be updated from time to time) whether the reservation is in that name or not.

Changes to These Conditions We may from time to time change these Conditions without giving you notice.

COVID-19 UPDATE

The safety of our guests and team members is incredibly important to us, and in the current climate we are carrying out even more rigorous cleaning regimes across the hotel to make sure that your stay with us is safe and enjoyable. We aim to make your stay as comfortable as possible but understand that some of these measures will make things slightly different from what you would usually expect. Here is some of what we are doing to keep you and our teams safe:

Check-In: Sanitising stations at the entrance and around the hotel.

Housekeeping: Unlike some of the larger hotel chains, we directly employ all our housekeeping teams, helping us to ensure that they are delivering the necessary levels of hygiene and cleanliness. We are paying special attention to door handles, desks and other key contact points throughout your bedroom. As an extra precaution, we will not be cleaning your room daily unless requested. If there is anything else you need during your stay with us such as additional tea, coffee, clean towels, fresh linen – or if you have any issues – just let us know.

Bed Linen: All our linen is laundered off-site using an industrial laundry service who wash at over 60’c using disinfectant detergent so that you can enjoy both a comfortable and safe night’s sleep.

Our Public Areas: We have laid out our lounges, restaurants, bars, and garden seating areas to enable social distancing, with sanitising stations throughout the hotel. All our team complete a health questionnaire before starting work, as well as recording of the temperature and will wash their hands every 20 minutes.

Protective Equipment for our Team: We have provided all team members with appropriate protective equipment including facemasks, visors, disposable gloves, disposable aprons, and hand sanitiser. Whilst there is no government guidance on the need to wear these in a hotel setting, all our teams have been provided with these empowering them choice in what to use.

Memberships

Exclusive discounts, a state-of-the-art gym and spin suite, and of course, full access to our relaxing spa. Become a member and enjoy The Greenhouse Spa whenever you fancy.

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