Terms and Conditions
Please check through our terms and conditions, as they form the basis of your reservation with us.
Prices
The rates we’ve offered you include VAT at the current rate. The ‘total cost’ in your confirmation doesn’t include any extras which you may add onto your room account during your stay. If you need to change or extend your booking, the price may change.
Deposit
To secure your room, we took a non-refundable deposit. If something happens, and you need to cancel your booking, we’ll hold onto your deposit for 12 months. You can then use it against a future stay, as long as you book within 12 months of your original arrival date. To reuse your deposit, you’ll need to tell us you’re cancelling at least 48 hours before you were due to arrive.
Pre-Paid offers
Some of our special offers ask you to make a payment in full at the time of the booking. If you need to make a cancellation or change the booking, there won't be a refund.
When you arrive
We guarantee that our rooms are available from 2pm. Please let us know if you’re planning to arrive earlier. Although your room may not be ready, we’ll store your bags while you make the most of our facilities.
When you check out
You’ll need to check out of your room by 11am. If you’re planning to stay at the hotel a little longer, we can store your bags at no extra charge. When you’re ready to check out, our Reception team will sort your bill out. You’ll need to pay them in full, unless we’ve agreed a credit account when we took your booking. We accept all major credit and debit cards. We can’t reduce your bill for any missed meals or any absence from the hotel.
Animals
We don’t allow animals in our hotels, unless they are assistance dogs.
Parking
While you’re staying with us, you can use our car parks free of charge. When you arrive at the hotel, you’ll need to give our Reception team your car registration details so we can record them on our database. This will prevent you being charged £90 by the company that manages our car parks.
Dressing for dinner
We do have a dress code if you’re eating in one of our restaurants. We’re happy for you to wear smart casual clothes. However, we don’t allow leisure or sportswear.
If you’re not happy while you’re with us
We like to get everything right when you’re staying with us, but if we do something wrong let us know. The sooner we know about it, the sooner we can put things right.
If you need to cancel
Private Guests
If something happens, and you need to cancel your booking, you’ll need to call our Central Reservations team on 0845 337 1550. If you paid a deposit, we’ll hold onto it for 12 months as long as you let us know at least 48 hours before you’re due to arrive. If you have booked one of our pre-paid offers, there won't be a refund.
Corporate Guests
One to five rooms
To avoid a cancellation charge, you’ll need to let us know by 12pm on the day that you were due to arrive. If you tell us after this time, there will be a cancellation charge.*
Six to ten rooms
To avoid a cancellation charge, you’ll need to let us know at least ten days before you were due to arrive. If you tell us after this time, we will only charge you for any rooms we haven’t been able to resell. Our cancellation charges are:
- Cancellation between ten and eight days before arrival – 25%*
- Cancellation between seven and two days before arrival – 50%*
- Cancellation between two days and noon on the arrival date – 80%*
- Cancellation after 12pm on the day you were due to arrive – 100%*
Eleven rooms or more
To avoid a cancellation charge, you’ll need to let us know at least 90 days before you were due to arrive. If you tell us after this time, we will only charge you for any rooms we haven’t been able to resell. Our cancellation charges are:
- Cancellation between 90 and 60 days before arrival – 25%*
- Cancellation between 60 and 30 days – 50%*
- Cancellation after 12pm 30 days before you were due to arrive – 100%*
*Cancellation charges will be included on all pre-booked items, less cost of food
If we need to cancel
In the unlikely event of us cancelling your booking, we’ll only do it if:
- the hotel, or any part of it, is closed because of circumstances out of our control
- you’ve booked through a company and they have become insolvent or gone into receivership
- you’re more than 30 days behind in any payment to the hotel, or the FJB Group
your booking may affect the reputation of the hotel
- you fail to adhere to our terms and conditions
If we do cancel your booking, we’ll refund any money we’ve taken from you, but will have no further commitments to you.