Our
Booking
Policies
RATE PLANS & CANCELLATION POLICIES
What is the difference in the WEBSITE EXCLUSIVE Rate Plans and booking via the phone or an Online Travel Agency like Booking.com or Expedia?
Our Website Exclusive rates are all available on our website only and match up to all our best promotions and prices on online travel agencies.
However you get 3 big advantages booking directly via the website:
1. You can add extra services at 10% off to your basket. We manually sell a lot of these services after people have booked on online travel agencies but a lot of these services are not available as part of their check out.
2. When adding an extra service to your basket you can always add a free entry to win a free weekend away for 2 people.
3. On arrival you will be given a voucher for our Three Chimneys Smokehouse & Grill to 5% of the value of your accommodation. (This excludes extra services).
What is a "Non Refundable" Rate?
On a Non Refundable Rate plan payment is taken when we process your booking shortly after you book. You then can upgrade this booking but you can not modify your booking or change dates for free. (With 2 weeks notice we will allow modifications for 10% more to meet in the middle of the Flexible Rate. You will not be able to reduce the amount of your booking). You also cannot cancel for free, so if your likely to cancel we suggest either Travel Insurance or booking on a Flexible Rate.
What is a "Spread the Cost" Rate?
Our Spread the Cost Rate is only available directly with us and it is designed to help customers save and plan for a longer stay, as such it is only available for 4 nights or longer. This is 10% more than our Non Refundable. At the time that you book we will take 25% of your booking as we process the booking. We will then be in touch and ask you how often you would like to then pay the remaining 75%. We will then schedule the remaining payments, with the last payment due 2 weeks before arrival. These payments are here to help you, not to stress you out or hinder you. You are welcome to ring up and reschedule your payments at any time and there will be no penalties. All payments made are non refundable but the booking is modifiable up until 2 weeks before arrival. So for example if you had booked a £1000 holiday and paid £500 and then months before arrival you lost your job, you could modify the booking to a £500 holiday. As an extra add on, we also provide a free Escape Dungeon or Hot Tub session on all holidays over £1000 on this rate plan.
What is "Room Only"?
Attached to each rate plan is a cancellation policy, payment schedule and then a meal plan.
A “Room Only” rate refers to no meals being attached to your rate plan.
This does not mean you can not later add meals onto your booking.
Breakfast:
Breakfast is always cheaper when booked in the rate plan, Breakfast is an all you can eat hot and cold buffet and within the room rate is £9.50 for an adult and £5 per child.
If you later book Breakfast through our Reception Team before arrival, on arrival or the night before breakfast then it is £11 an adult and £6 a child. It is worth noting- we do have a self service portal you are given access to on your confirmation which allows you to purchase services including breakfast for 10% off, so this would make breakfats £10.10 and £5.40.
Or you can walk in in the morning and buy breakfast at £11.95 an adult and £6.95 a child or order from an itemised ala carte menu.
Dinner:
We do not advertise rate plans with Dinner included although we do sell and advertise packages that may have dinners or drinks attached.
Similar to Breakfast, you can book 2 and 3 course dinner options before or after check in and via our self service portal they are 10% off.
You can also just walk in each evening and order from an itemised ala carte menu. (A great tip for extra value is we sell £50 and £100 vouchers over the self service portal at 10% off which also allow you to set up tabs for these amounts).
What is the difference in all the rate plans? What is a Non Refundable, Flexible and Spread the Cost??
We have 3 rate plans available via our website. Our Non Refundable Rate Plan and Flexible Rate Plan match up to online travel agencies like Booking.com and Expedia with an added Restaurant Voucher. Our Spread the Cost Rate Plan is only available directly with the hotel via the phone or website.
When choosing a rate plan you need to consider the payment schedule and cancellation policies that they meet your needs as we do adhere to our policies.
Our Cheapest Rate Plan is our Non Refundable Rate Plan. With our Non Refundable Rate plan payment is taken when we process your booking shortly after you book. You then can upgrade this booking but you can not modify your booking or change dates for free. (With 2 weeks notice we will allow modifications for 10% more to meet in the middle of the Flexible Rate. You will not be able to reduce the amount of your booking). You also cannot cancel for free, so if your likely to cancel we suggest either Travel Insurance or booking on a Flexible Rate.
Our Spread the Cost Rate is only available directly with us and it is designed to help customers save and plan for a longer stay, as such it is only available for 4 nights or longer. This is 10% more than our Non Refundable. At the time that you book we will take 25% of your booking as we process the booking. We will then be in touch and ask you how often you would like to then pay the remaining 75%. We will then schedule the remaining payments, with the last payment due 2 weeks before arrival. These payments are here to help you, not to stress you out or hinder you. You are welcome to ring up and reschedule your payments at any time and there will be no penalties. All payments made are non refundable but the booking is modifiable up until 2 weeks before arrival. So for example if you had booked a £1000 holiday and paid £500 and then months before arrival you lost your job, you could modify the booking to a £500 holiday. As an extra add on, we also provide a free Escape Rooms or Hot Tub on all holidays over £1000 on this rate plan.
Our Flexible Rate is 20% more than our Non Refundable Rate and is ideal for customers who do not want to pay in advance or who may need to cancel. We take card details at the time of booking and then you have until 12.01am the day before arrival to cancel free of charge. After 12.01am the day before arrival we take payment and it then becomes non-refundable. If you would like to pay cash on arrival instead that is allowed on this rate plan and you just need to tell us so we can halt the card payment. (Please keep in mind if you have requested cash, that we give you until 6pm to check in and after that we may ring you to confirm you are still coming; If we receive no answer we will process the card payment and if that declines we may release the room back on sale. We do need to take precautions against potential No shows).
We do recommend taking the time to choose the best rate plan for your circumstances. Our Rate plans are clearly explained at your point of booking and after you have booked we then start to occur costs. We do adhere to our cancellation policies no matter what reason is given. We also believe in being fair to all our customers and so why should a non refundable booking be given a free cancellation when another guest has paid 20% more for a flexible?
Our Reception team will be happy to advise further on 01305 773435 or build a bespoke rate plan for longer stays or multi-room bookings.
What is a "Flexible Rate"?
Our Flexible Rate is 20% more than our Non Refundable Rate and is ideal for customers who do not want to pay in advance or who may need to cancel. We take card details at the time of booking and then you have until 12.01am the day before arrival to cancel free of charge. After 12.01am the day before arrival we take payment and it then becomes non-refundable. If you would like to pay cash on arrival instead that is allowed on this rate plan and you just need to tell us so we can halt the card payment. (Please keep in mind if you have requested cash, that we give you until 6pm to check in and after that we may ring you to confirm you are still coming; If we receive no answer we will process the card payment and if that declines we may release the room back on sale. We do need to take precautions against potential No shows).
Can i Cancel for free?
Each rate plan has it’s own cancellation policy. We do adhere to our cancellation policies out of fairness for everyone no matter what the reason of the cancellation is otherwise it becomes a minefield to navigate and the business does occur costs on the bookings.
NON REFUNDABLE- We will never authorise a free cancellation on this rate. However we do try to be reasonable, and so we will offer a credit note or date modification for an extra 10% of the booking 2 weeks or more before arrival. We feel this is fair as Flexible Bookings pay 20% more for free cancellations and modifications. Whilst you can request this less than 2 weeks before arrival please be prepared for this request to be refused. We will never give a modification or credit note 48 hours or less before arrival.
PAYMENT PLAN- This rate is modifiable meaning we will not give a free cancellation or refund on any monies paid but we will adjust the booking and waive any outstanding balances. We will also do free date changes with 2 weeks notice. We will never give a free cancellation on unpaid balances or credit notes or modifications 48 hours or less before arrival.
FLEXIBLE RATE- You can cancel for free up until 12.01am the day before arrival and then we take payment after your free cancellation runs out. After 12.01am the day before arrival a free cancellation or credit note will never be offered.
What is a "with Breakfast"?
Attached to each rate plan is a cancellation policy, payment schedule and then a meal plan.
A “with Breakfast” rate refers to an all you can eat hot and cold buffet breakfast being attached to your booking giving you breakfast each morning between 8am-10am.
*It is worth noting Breakfast Rate plans are calculated for the occupancy given in the room. So if your occupancy numbers are incorrect and need modifying at any time or you bring an extra person- breakfast will need to be added to the booking for the extra people.
As Breakfast is built into the room rate you can only remove Breakfast on a booking that is still in its free cancellation or modification period.
*Breakfast will also not be refunded if you miss Breakfast and do not come down for it as we still cooked enough for you and put enough staff on for our bookings- whether you eat the breakfast or not our costs remain the same.
Breakfast:
Breakfast is always cheaper when booked in the rate plan, Breakfast is an all you can eat hot and cold buffet and within the room rate is £9.50 for an adult and £5 per child.
If you later book Breakfast through our Reception Team before arrival, on arrival or the night before breakfast then it is £11 an adult and £6 a child. It is worth noting- we do have a self service portal you are given access to on your confirmation which allows you to purchase services including breakfast for 10% off, so this would make breakfats £10.10 and £5.40.
Or you can walk in in the morning and buy breakfast at £11.95 an adult and £6.95 a child or order from an itemised ala carte menu.
Dinner:
We do not advertise rate plans with Dinner included although we do sell and advertise packages that may have dinners or drinks attached.
Similar to Breakfast, you can book 2 and 3 course dinner options before or after check in and via our self service portal they are 10% off.
You can also just walk in each evening and order from an itemised ala carte menu. (A great tip for extra value is we sell £50 and £100 vouchers over the self service portal at 10% off which also allow you to set up tabs for these amounts).
CHECK-IN POLICIES
Do i need a bank card on check in?
We require a bank card for security on all bookings even if it is agreed that you are paying cash. This card will be charged against damages in the rooms, for penalties on breaking house rules and for any outstanding balances.
On check in you are required to input your card details into our Kiosk again and a receptionist before they hand you your room key may ask to physically see a card or clarify your card details. Our Kiosks do verify card details are correct and will not accept a dummy number.
Even if you have paid and have no outstanding monies due, this does not mean we have your card details stored because for example if you booked via Expedia- you pay them and then they pay us and do not pass on your card details.
If you do not have a card on you on arrival we may accept a cash security deposit of £200 which you get back on check out after we have checked your room. However this is worth checking with Reception beforehand that they will accept this.
How old do i need to be to check in?
We require an adult in each room booked unless other precautions have been agreed with the hotel before booking. For example we have had schools book an entire wing that has been locked down exclusively to them.
Any children in the room (anyone aged 17 or under) needs to be with a parent or guardian or have parental consent to be in the hotel.
Can i pay on arrival?
When we take a payment we attach a cancellation policy, schedule a payment and attach a meal plan.
We require payment at the time of booking on Non-Refundable bookings and a scheduled payment plan with Spread the Cost Bookings.
On a Flexible Rate plan you are welcome to request paying on arrival- but we still need a card to secure the booking. On the day of arrival we will give you until 5pm to arrive and after 5pm we may attempt to contact you to just check in you are still planning on arriving. If we get no answer we will take the payment via the card and if that declines you do risk having your room released back on sale and cancelled.
Honestly, on quieter dates we are less likely to cancel your room and will more likely hold it for you,
If you are booking the day before arrival or on the same day we are more likely to agree to payment on arrival as we stand a higher chance of you showing. However this needs to be preagreed with reception over the phone on 01305 773435 and it is not guaranteed.
How late can i check in?
We have 24 hour Reception Cover.
However this consists of 1-2 Receptionists from 8am-10pm sat behind the desk. From 10pm-8am this is covered by our Night Team that have a phone and radio on them but who may be other locations within the building.
Our Restaurant and Reception is locked down when our Bar Closes which is normally anytime between 11pm-1am.
You can check in as late as you want, but if arriving after 10pm please make your presence known at the bar if no one is behind the reception and if the bar is locked please ring 01305 773435 so that a Night Porter can immediately answer and come and greet you and check you in.
Do i need ID on check in?
On check in, you will need to either upload a photo of a photo ID onto our Kiosk or take a photo of yourself checking in.
This photo may be passed to the police in an emergency or crime.
This photo may be used as proof in any allegations of fraud or card chargebacks.
How much is it to park on arrival and what are your parking options? Can i prebook?
When you arrive at the hotel, please arrive at the rear of the property. Here we have 2 small car parks, and you will find our Reception Entrance just off the Restaurant Garden. If you go into the Reception our Team will offer you all available parking options and you can then choose for yourself which one you would like. The majority of our customers get their first choice. Occasionally on very busy periods the last 10-20 rooms out of 77 may get there second or third choice. We cannot park onsite more than 1 car per room (unless a Family of 6 or 7). We do not guarantee parking options ahead of arrival (unless you have bought the platinum bundle on the self service portal) and it cannot be reserved. It is first come first served; however, we work hard to assist you as best as we can.
Here are the parking options you will be offered-
LIMITED CAR PARK:
Parking on our onsite car parks is £10 per day, we also require your keys to be handed in at the reception as to maximise parking we block cars in. If once you have purchased parking, you are taking your car out for the day please make sure the Reception Team are aware so they can save you a space for when you return.
PERMITS FOR LONG STAY CAR PARK:
We also offer a limited number of council parking permits for use for the Swannery Long stay car park or Lodmoor Car park, (about a 13-minute walk from the hotel) which allows for free parking. However, we do preauthorise £20 on your card which shows as a pending transaction in your account. If you return the permit, we will cancel the transaction and after a few days you will see this transaction disappear.
BLUE BADGES:
Blue Badge holders can park free of charge on a pay and display on the seafront at the front of the hotel.
They can also park behind the hotel in Permit spaces, they claim to be limited for 1 hour but with a Blue Badge you can park there for the duration of your stay. However, you need to display a special permit with these so please check with Reception before using these spaces that we have one available.
Please DO NOT PARK ON DOUBLE YELLOW LINES.
PAY AND DISPLAY:
There is a pay and display at the front of the hotel owned by the council. You can pay for this on the JustPark app or at machines. The Location ID is 6218. There are also other pay and display car parks within 5-10 minutes that Reception can guide you towards.
FREE RESIDENTIAL ON-STREET CAR PARKING:
Our Reception Team can guide you to where the permit parking stops and where you can park on the street for free. This is a 5-minute walk away. This all starts to the right of the hotel after a pub called the Park Pub.
Check in is 3pm. How much is it to check in earlier?
We aim at having all our rooms cleaned and audited and ready for check in by 3pm every day.
If you arrive in Weymouth any earlier you are welcome to come to the hotel and pre check in with all your paperwork and sort out your parking and we can store any luggage.
We then will offer on a first come first served basis early check ins before 2pm for £5 subject to availability. We will not have all our rooms ready for everyone and this helps keep it fair. After 2pm we will offer early check ins for free subject to availaibilty.
We sell guaranteed early check ins for £10 for 12pm (we will aim for earlier). This is where we will prioritise your room being cleaned as early as possible. We recommend booking this with us in advance to guarantee this.
Do not forget if this is booked via the self service portal a guaranteed check in is only £9. However please keep in mind anything requested in the self service portal is only a request until we take payment and confirm it via email.
Check out is 11am. How much is it to check out later?
You can book a 1pm Late checkout for £25. (Please see us to quote a bespoke price for a later time *subject to availability).
(SUNDAYS ONLY) 1pm with 2 Carveries- £35 (any additional Carveries £10).
These are a first come, first served basis as we cannot clean 77 rooms after 1pm and have them ready by 3pm for check in.
We may also on quieter dates agree to a later check out for half the price of a nights stay.
Do not forget if this is booked via the self service portal you get up to 10% off. However please keep in mind anything requested in the self service portal is only a request until we take payment and confirm it via email.
IF YOU DO NOT PREBOOK BUT CHECKOUT LATE- the full £25 payment will automatically be charged even if checking out. If checking out after 1pm the full amount for that night will be charged.
ROOM POLICIES
What if i want an extra guest in my room to the occupancy i have booked?
We have rooms that fit 1-7 people. If you want to bring an extra person to your room that fits the recommended occupancy of the room that is always welcome. If you have booked on a breakfast rate then you will probably need to just pay for the extra breakfast as our room rates calculate how many people you have listed and add £9.50 an adult and £5 a child on breakfast rates.
If you are trying to bring more than the recommended occupancy than this needs to be approved by the hotel. We may say yes on small children but we are unlikely to agree on adults. When we have a bigger room available we will always recommend upgrading. We also have a few rooms with sofa beds that don’t have these included as potential upgrades.
If you still insist you want to come with extra people to the recommended occupancy of the room than we take no responsibility if you find it cramped and not fit to that amount of guests. You will also be responsible and liable for any damages and noise complaints. You also risk at reception us refusing the extra guests and only agreeing to the occupancy of the room. No refund will be offered if you then try to cancel your booking as we have delivered on what we advertised.
Can I bring my own cot or do you provide a cot?
We can provide a travel cot for £10 a night (£9 when booked over the self service portal or at checkout over our website). We reccommend bringing your own bedding for your child as this limits risk.
Alternatively you are welcome to bring your own cot which will incur no additional costs. Please check with the hotel to ensure that your room is suitable.
However please check with the hotel that you have booked a room that will fit a cot.
Can i smoke in my room? Can i vape in my room?
All our rooms and building is non smoking to comply with the law and this includes Vapes.
As such you face a fine of up to £250 for smoking inside the property. This fine is required by us to show we are following this law seriously and because we can face fines for not enforcing it.
However this also often means a room requires extensive extra cleaning and the majority of the time we then have to also take the room off sale the next night as otherwise the next customers complain of a smoke odour.
You also face being evicted from the property with no refund if you repeatedly ignore this rule.
You may face further fines if your smoking sets off any fire alarms.
You will be evicted, fined and not refunded if smoking weed in a room.
Can I have my room cleaned daily?
We no longer automatically initate servicing rooms daily as we find more and more customers do not want us knocking on their doors at 9am and prefer privacy.
This does not mean we do not want to offer good service. We will always happily service rooms and on longer stays we fully expect to service them a few times, or change linen.
All we ask is please book your room service by 8pm the night before so we can schedule enough Housekeepers on. This can be done on check in with us, as a request over the desk, or sent as a message over our self service portal.
If you ask in the morning we will do our best to offer a service if we can squeeze you in but you will be last on the list and we cannot guarantee it. If we have a member of staff available they will always come and do it but may not be as strong as our trained Housekeepers. Please bear in mind our other departments need to function.
On Reception we do have a glass cabinet full of extra supplies to help yourself to to restock your room and we will happily exchange wet towels for fresh ones.
What if I am unsatisfied with my room?
We work hard to manage guests expectations and take the approach to under promise and overdeliver. We find the majority of our complaints are that guests do not take the time to understand the room type they are booking. We cannot deliver on something we do not have. For example please do not book a room type that is only located on our third floor and then complain it is not on our ground floor.
If you are unsatisfied with your room please immediately alert our 24 hour Reception who will do their best to resolve the issue. We will always clean something or fix something broken and do our best to makesure the room is at a standard you would expect. If we have another room available that matches your requests we will always offer to reallocate, if this means upgrading you this will only be done for free if the hotel has not matched what we advertised. For example if you book a Bronze Tier Room we will likely not be upgrading you to a Gold Tier Room just because you request it, but it may be offered as a fix around a maintenance issue.
Most importantly is we do not offer any form of compensation on complaints about the room that we are not informed of in real time. If you do not let us know you take away our opportunity to fix and verify anything. You can let us know about complaints on 01305 773435 or over our reception desk. You can also send in a message over the self service portal (please keep in mind in high demand periods we may take up to 4 hours to process these so please see a member of the team if it is urgent.)
The hotel does expect you to take reasonable fixes and will offer no compensation for issues that have had minimal impact on your stay. We will always deal with complaints upfront and offer nothing on departure- we will settle it in real time as the problem arises.
If it is good enough to stay- it is good enough to pay! We are a business that occurs costs and we are not in business to give people free holidays because they either make fraudulant complaints or build up lots of small things to exagerrate about on departure. All this does is drive up the prices of rooms for all our guests. We believe in being fair to everyone, our guests, our colleagues and society as a whole. If you really feel we have not delivered on what we have advertised in our Thank You For Booking Email or Website and we agree then we will refund you and you can go on you way. If you choose to stay- you choose to pay!
Lastly, we do employ a full time maintenance team all year around of 5-10 members. We are a Grade II Listed Building and we do have 77 rooms. What this means is we have done our best to make all our rooms as modern as comfortable as possible but we do face restrictions, so for example we have old fashioned sash windows in the rooms and our shower pressure is enough to give you a warm/hot nice shower but it is not the highest pressure. This also means that we try our best to keep on top of the rooms but may occasionally see small bits of wear and tear in the high season, for example we do not paint every room every day and we do not cancel your booking because someone scratched a bedside table the day before you. Please be kind and realistic in your expectations and we appreciate genuine feedback and being alerted to ways we can improve.
What happens if i damage my room?
Just like we ask you to be reasonable in your expectations and ask you to accept reasonable fixes we ourselves will be reasonable in our dealings.
We expect wear and tear and we do have a large maintenance team. We are happy to fix anything at no charge that may have been caused accidentally and is fixable.
However where items need to be replaced and we occur extra costs then you will be charged to cover these. We are reasonable and charge you our costs rather than punitive amounts. However sometimes these costs can include us having to take a room off sale or give other guests refunds if the damage also was a noise disturbance.
You will be charged per item and we can provide you with an invoice with the breakdown for transparency and photo evidence.
What do i do if i am being disturbed by another room in the Quiet Hour period of 10pm-8am?
We work hard to deliver the best service we can. However sadly the 2 things we cannot control is the weather and other guests. However we do have a 24 hour Reception and we will always step in and try and solve any noise disturbances so you are disturbed as least as possible.
We operate a Quiet Hours policy between 10pm and 8am where we expect noise to be kept a a reasonable level and only registered guests are allowed in the room.
This means:
- guests should keep TVs and music to a reasonable volume.
- guests should keep their voices to a reasonable volume.
- guests should be considerate of slamming doors and extractor fans in bathrooms.
If you are being disturbed please do not wait to inform us in the morning where it is too late to investigate, verify and potentially help someone. We ask that you please ring our Nightporters on 01305 773435.
Our Nightporters will immediately investigate the noise disturbance and ask the guests to quieten down and they will be given a warning. They will then continue to monitor this room doing regular check ins over the next hour to makesure it has quietened down.
If the noise continues then our Nightporter team will then take the next steps to resolve it as quickly as possible at as least inconvenience for you. This may include:
- asking the guests to leave.
- seperating the guests and doing some safeguarding if this was a domestic argument.
- ringing the police.
- offering you a room swap if we feel it is going to take time for us to descalate them.
If you were disturbed from after midnight for over half an hour (verified by nightporters) due to other customers breaching our House Rules then we will attempt to fine the guests (whilst we take guests card details for security we cannot rely that they will have money in their account). If we manage to fine the guests we will then distribute the fine as compensation to all the affected guests who complained.
If we have not been able to fine the guests then the hotel will assess if there is a goodwill gesture we can make- this is not guaranteed.
We will guarantee this does not happen for any additional nights you are staying with us by either evicting, or swapping the room of the other guests or offering you a room swap.
If you did not raise a complaint in real time then sadly it is too late for us to investigate or verify anything and unfair that we fine a guest without due process. This is why we invest in a nightporter team. We will do our best to help any future issues but we will not be able to offer any type of compensation.
Can i have visitors in my room?
Between the hours of 8am-10pm you are welcome to have family and friends visit you in your room. From 10pm-8am only registered guests signed in at reception are allowed in your room as we enter our “Quiet Hours” period. If you disturb other guests with noise and unregistered guests are found in your room during this time you will automatically face a fine.
Your guests are always welcome to join you in our hotel facilities like our Spa, Restaurant and Escape Dungeons during their opening hours.
Can an adult go on Bunk Beds or a Sofa Bed?
We have built our rooms to sell bunk beds and sofa beds to 1 child only. We have had adults sleep on these with no problem but this is to manage guests expectations and limit unsatisfied guests.
Where we have other room types available we would always recommend choosing a room where an adult can have a single bed or share a double or king bed.
In high demand periods where you may be booking one of our last rooms we are willing for you to override our occupancy recommendations and use a bunk bed or sofa bed for an adult but we will not be later offering free cancellations or compensation if you later complain this bed type was not suitable.
You would also be responsible if you broke a bunk bed and so please take that into account as our top bunks can’t always take an adults weight as they are designed for children.
We do have the right to refuse adults in these beds, so please do check with the hotel before arrival so we can find the most suitable solution and most comfortable bed option for you.
Can I bring a dog or pet?
We are a dog friendly hotel and will take other forms of pets (but please check with the hotel).
There is a £10 charge per night to cover the additional cleaning (£9 when booked over the self service portal or at checkout over our website).
We have a pet friendly section in the restaurant.
However please be aware of the following terms and conditions and penalties with dogs:
*Dogs must be in a lead in the public areas of the hotel.
*Dogs must not climb on restaurant furniture.
*Dogs must be supervised at all times. When using hotel facilities like the spa then you are welcome to leave your dog in your room but please inform reception. There is a £25 penalty for leaving dogs unattended in rooms for more than 15 minutes.
*Dogs are welcome in our Restaurant Garden. However this is astroturf laid over concrete and so it is not appropriate for dogs to urinate on. We are aware accidents happen but we will charge a £25 fine when we see guests intentionally take their dogs to urinate here.
*Dangerous breeds of dogs must be muzzled in public areas.
*Please respect other guests who may be afraid or allergic to dogs and not have your dogs invade the personal space.
With all other pets please check in advance with the hotel.
Can I upgrade my room?
No matter what rate plan you are booked on you are always welcome to buy an upgrade on your room subject to availability.
If you ask for a room upgrade before arrival in messages please look out for our quote and until you then confirm the new price and we send you a fresh confirmation this is not guaranteed as the room may sell in that period.
You may be able to upgrade your room yourself over our self service portal. It will always show available rooms only.
Or on arrival our team may offer room upgrades.
What charge is there if I fail to return my key?
We issue one key per room. If guests in the room are seperated from the key please see one of our staff who can give you access to the room.
If you do not return your key on check out we do charge £25 to the card saved on the booking to cover replacing it.
This may be increased to £50 if we have security concerns due to your behaviour and have to change the lock.
Can I upgrade my room?
If you would like to upgrade to a larger room or a Seaview and there is one available the reception team will simply charge you the difference whilst keeping you on the same rate you booked on.
Can you cater to my mobility requests?
If we were to build a brand new hotel today we would include a lot more features to our hotel rooms and building layout to make every room was as accommodating as possible for wheelchair users and those with additional needs. Unfortunately we were built in 1855 as residential properties and then modified into hotels in the 60s and then merged into the Jubilee Hotel in 2022. We are Grade II Listed which means we face some restrictions with planning permission for some of the changes we would otherwise do.
This is not to say we can not cater to some peoples needs and we do have some rooms that are wheelchair accessible.
The building layout is as follows:
ENTRANCES
At the Front of our Hotel their is 5 wide and shallow steps to our front doors or about 20 narrow and deeper steps down to our Restaurant Doors. This is why we have Reception at the rear of our building off the car park. Using our back entrance you can come straight into our Reception with no steps and this will fit a wheelchair or mobility scooter.
RESTAURANT
Our Restaurant is right off our Reception and you can easily get a wheelchair or mobility scooter into our large Restaurant. There is an additional section in our Restaurant which does have 2 steps.
SPA AND ESCAPE ROOMS
Our Secret Garden Spa and Escape Dungeons both lead of our Restaurant on our lower ground Floor. However this is off the section with 2 steps so you would need to be able to navigate over these 2 steps to use them.
ACCESS TO MAIN HOTEL FLOORS
We have 77 bedrooms in The Jubilee Hotel split into 3 locations- our West Wing. East Wing and Annex extension. We also have 20 room types. Not all of our room types are wheelchair accessible and even if we have rooms within that room type that are you will need to confirm with the hotel you have been allocated one of these rooms incase it is already in use and you have been allocated a non accessible room.
WEST WING
We have a lift that goes from our lower Ground Floor where our Restaurant and Reception is to our Upper Ground Floor. This lift will fit a wheelchair and has fit smaller mobility scooters. On this floor we have 17 bedrooms. 12 in our West Wing and 5 in our East Wing. 3 of our Rooms in our East Wing have 6 deep steps.
This means 14 of these rooms are accessible by wheelchair. However there are a few fire doors to navigate through. The doors are also normal sizes.
Further down the corridor of the Ground Floor is another lift near our Front Door- this goes to all the other West Wing Floors only- 1st, 2nd and 3rd. This lift is wide but narrow and will not fit a wheelchair or large pram unless it is folded. This helps people who can stand and has limited mobility but is not suitable for people who are wheelchair bound.
EAST WING
Guests staying on the Ground Floor of the East Wing can use the Restaurant Lift which will fit a wheel chair.
Alternatively we have a lift in our East Wing that runs from the section of the Restaurant which has 2 steps up to our Second Floor. This means guests staying on our third floor have one set of stairs similar to the amount of most houses.
However this lift is a square shape but quite small. It has fit small wheelchairs in the past but it will not fit an electric or average sized wheelchair. So again this lift is suitable for people who can stand. If necessary we have helped people before by transferring guests from a wheelchair to a chair and will help. But we believe these rooms should be used as a last resort for wheelcahir users.
ANNEX
We have a building extension at the rear of the property which has 6 bedrooms, 2 bedrooms each split over 3 floors. This annex has no lift.
This means technically there are 2 bedrooms on the Ground Floor of the annexe. It is worth noting however the annexe has one deep step into its front door and that the entrance is off one of our car parks so you do need to navigate through parked cars that can be tight for a wheelchair if they have parked badly (we are always willing to repark the cars).
BEDROOMS
Whilst our bedrooms may be accessible by wheelchairs we do not advertise ourselves as disable friendly as we can not meet everyones needs. These rooms may be tight to navigate within the room in a wheelchair. We do not have call cords or any additional support. We will offer shower stools where we can but some of our showers are corner showers and do not fit them. Some rooms have showers with a step and we have a few that are wet room.
SPEAK TO US
We hope we have given you the information you need to make an informed decision and we are happy to answer any additional questions. If you decide to proceed in booking with all the facts no future compensation will be offered for not meeting your needs if we have been upfront with what you are booking.
Please make sure we have allocated you a bedroom you can access. If you have already booked a room type in an unsuitable location in the building we will offer to amend your booking to a different room type this may amend your price. If we cannot find a room to suit your needs we will offer to cancel the booking and refund anything paid minus occured costs (normally 5% of the booking), so we do recommend talking to us before booking.
IF OUR LIFT IS OUT OF SERVICE
When you book a hotel room the price is for the bedroom and any attached meal plans. It does not include our extra facilities such as Car Park, Restaurant, Spa, Escape Dungeons or Lift. Legally we need to be compliant and that means at times our lifts may be being serviced or even be out of order. If we know a lift is going to be out of service you will be emailed within 3 days of arrival informing you and askin you to speak to us if this could potentially be a problem.
If this is last minute and happens during your stay you will be informed and we will priortise trying to move the customers with mobility needs into a section of the building with a working lift.
We never schedule our lifts to be serviced at the same time so we hope to always have 2 of our 3 lifts working at a minimum.
We will only consider free cancellations or compensation to guests that have informed us at booking of mobility needs. If we have guaranteed people ahead of arrival of a mobility request then we will do or best to honour it and take this seriously. In a rare occasion if we cannot we will work with you in real time to find a solution. (Nothing will be offered on or after check out- please speak to us in real time where we have more potential fixes).
We do not advertise the hotel as disable friendly so for this to be part of our agreement of something we promise to deliver it needs to be on your confirmation which we consider as a contract of what we have promised to deliver.
GUEST POLICIES
Smoking Policies
The Jubilee Hotel is Smoking-Free. To abide by the law, safety and to assure that our facility is not exposed to items or actions that create an odour which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture we do not permit smoking tobacco, marijuana, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cooking, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility.
Guests are encouraged to notify the Reception Team immediately if they smell cigarette, marijuana, or other objectionable odorous. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others. The Jubilee Hotel provides open spaces outside please ask the Reception Team to point you towards smoking areas. Marijuana is prohibited at all times onsite.
A fine of up to £250 will be applied to your booking if we detect smoking in the room or restaurant.
Aggressive or Unruly Behavior
The Jubilee Hotel is privately operated. We reserve the right to refuse service to anyone for any reason(s) and that does not violate laws. The Jubilee Hotel has a zero-tolerance policy in which we will refuse to admit or refuse service or accommodation in our hotel or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by law or the management of the hotel. The Jubilee Hotel will refuse service or evict a guest: for refusal or failure to pay for accommodations, is under the influence of drugs, or acts in a disorderly fashion as to disturb the peace of other guest; acts in a disorderly fashion as to disturb the peace of other guests; is unable to properly supervise their children at all times, seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm; or something, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to hotel property or guests; causes or permits persons to exceed the maximum allowable occupancy of room, refuses to abide by the reasonable standards or policies established for the operation and management of our hotel.
Quiet Hour Policy
QUIET HOURS:
10:00 p.m. to 8 a.m.
If you become aware of a disruptive guest, please contact our Night Team immediately on 01305 773435. Televisions, voices, or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. No congregating or running in terraces or alleys. A fine may be applied up to £250 if you do not follow the Night Teams guidance. We do not fine for crying babies and dogs barking.
We will offer room swaps to customers disturbed if the noise doesn’t quieten within half an hour *subject to availability.
VISITORS:
No visitors after 10:00 p.m. Visitors must notify Reception upon their arrival. Visitors must be accompanied by the registered guest at all times. Visitors are welcome to use guest amenities including services in the hotel. As a registered guest, you are responsible for your visitor at all times.
NO IN-ROOM PARTY:
The Jubilee Hotel enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) is responsible for all persons visiting. Non-Registered visitors are only permitted until 10 P.M. If found with more “people” not listed on the Guest Registration Form after 10 P.M. your stay will be considered a party. You will be ordered to vacate the premises without refund and may be liable for Guest Compensation Disturbance Fee.
ENFORCEMENT:
All staff is trained and required to respond to potential violations of our Hotel Policy/House Rules. Guests who refuse to abide by the reasonable standards and policies established by The Jubilee Hotel for the safety of all guests, staff, owners, property and the operation and management of the hotel will be evicted, with no refund. In addition other fees and fines may apply for room damages as per the Hotel Policy/House Rules
Drinking Responsibily
ALCOHOL POLICY:
Registered guests of legal age who choose to bring their own alcoholic beverages must consume those in their room. Alcohol is available for purchase in our bar when open but is covered by our license 24/7 for registered hotel guests. For non-registered visitors we only serve alcohol from 12pm-12am.
We ask that guests drink responsibly, and we will refuse service if we think a guest is too intoxicated regardless of whether they have cocktail tickets or are part of a promotion.
ID is required for anyone who appears under 25, in line with Challange 25 policies