Terms & Conditions
Making a Booking
We reserve the right to reserve more popular rooms for a minimum of 4 night stays during busy midweek periods and for 3 night stays at weekends. We have no way to show this for the online availability - we have to show them as available. If we decline your booking we will securely destroy your details without charge and notify you of the reasons.
We may also decline an online booking for a weekend if it is not a Friday arrival. Friday arrivals are much easier for us as this is the day most guests arrive for the weekend.
If we accept a Saturday and Sunday booking (two nights) we will normally ask that you pay in full at time of booking as we have a two night minimum requirement for Saturday nights.
Same Sex Bookings
Sorry we do not take same sex bookings at weekends. This is NOT JUST limited to stag or hen parties. The ONLY exception to this is if your party is in age range of 35 + in which case we would discuss it first via telephone. Now that we have added the online booking facility it is crucial you understand our policy. If you make a booking online or over the phone, and it is accepted, and when you check in it is obvious that you are part of a same sex booking group we WILL charge your card for the accommodation AND ask that you find an alternative accommodation. We still get folk ringing EVERY day asking that because their group isn't a hen party (it's just a birthday group) that we should accept them - sorry - WE DO NOT ACCEPT SAME SEX GROUPS (where ANY member of the party is under 35 years old) whether it is your birthday, stag/hen party, leaving do, golfing trip, or many other reasons.
There are special curcumstances where we do and HAVE taken Same Sex Bookings, if unsure? Please telephone us to discuss your booking.
The only exception to this is if you are a gay couple - we are gay friendly.
Payment
We ask for £25 deposit in advance to make a reservation - or many of our guests simply pay the full price in advance - the choice is yours. We ask you pay any balance on day of arrival after you have satisfied yourself you will be comfortable during your stay with us.
Cancellation charges
It is your right to cancel your booking with us at any time.
However if we have reserved a room for you and declined other potential bookings because of your reservation it is fair that we charge a cancellation fee.
A fixed amount of GBP 25 per room will be charged on the day of booking and is non-refundable.
If cancelled up to 14 days before date of arrival, no fee will be charged. With the exception of the non-refundable GBP 25 per room deposit.
If cancelled later or in case of no-show, the total price of the reservation will be charged.
If you cancel and a charge is applicable, the amount will be deducted from the same credit card as the original deposit, or in the case of payment by cheque an invoice will be sent to your home address.
Please note - it is your responsibility to make sure you let us know if you are not coming. You will be given a cancellation reference number. An email will suffice .... But please LET US KNOW so we can at least have the chance to sell the room and thus not incur more charges to you.
We strongly advise you take out travel Insurance
If you cancel and a refund is payable we will refund the applicable amount in the same method you paid it. That is if you paid by credit card we'll refund the card - if you paid by cheque, we'll send you a cheque.
You can cancel your booking with us via email (stay@rockcliffehotel.co.uk) or telephone (01253 623476)Damage Caused by Guests
By making a booking with us the person who provides credit/debit card details agrees that we may charge any credit or debit card provided for any damage caused accidentally or maliciously to your room or any part of the hotel by any of your party during your stay. Further by making a reservation with us you agree that in the event of you being ejected the credit or debit card used at the time of booking can be used to settle the whole bill (and if there are multiple rooms booked it can be used for all rooms)Note to guests who may be worried about this - we've only had one incident in 4 years - where we needed to make a charge for this reason
- we don't take stag or hen parties!!
Car Parking
- Sorry - we do not guarantee car parking.
- We have onsite limited car park spaces available, but some of our guests arrive by train, coach, plane etc. If EVERYBODY comes in a car, however, there won't be enough spaces.
- Spaces are allocated on a first come first served basis.
- We DO NOT reserve spaces - sorry
- There is on street car parking at rear of hotel. If you park on our car park it is at your own risk - don't worry - we've never had any problems yet but we do need to cover ourselves as our insurance does not cover the car park. Please don't use our neighbours car parks. If our car park is full by the time you arrive please just leave it on double yellow lines at front whilst you unload. The traffic wardens allow you reasonable time to unload. (In reality they don't patrol along the front anyway!!) Once you have unloaded the car we'll advise best place to go to park which will usually be on street at rear of hotel, it is well lit and free. or a Public Car Park 100 yds down the road.
Check In - Check Out
You can check in at whatever time suits you. Your room may not be ready until 2:30pm but you are free to use any of our facilities like the sun lounge and bar and we can store your luggage. On check in we prefer that you settle any outstanding account for your full stay.
On day of departure please vacate your room by 10:30am - this gives us time to prepare it for any new guests arriving on the same day. We can store your luggage for you to collect at any later time that same day.
Customer Service
We appreciate your business and are keen to learn ways we can improve things. If you are not delighted about any aspect of our service we would like to know. You are encouraged to speak to us directly so we can put this right immediately but you'll also be given the opportunity to make a comment anonymously.
The New Smokefree Law on 1st July 2007
From the 1st July 2007, the Rockcliffe Hotel will become a NON smoking Hotel in ALL areas. and unfortunately also we have made the decision to extend this ban to ALL of our 16 bedrooms, it will be very difficult to allow smoking in bedrooms without secondhand smoke spreading into other bedrooms and public areas. It will be against the law to smoke in our Bar Area, Sun Lounge, Games Room, Dining Room, Corridors and Bedrooms
Anyone who does not comply with the new smokefree law will be committing a criminal offence.
Any Guests caught or Suspicions of having been smoking in any public areas of the hotel, will be asked to stop smoking or leave the premises, and the booking will be cancelled with all charges due. if this applies to bedrooms a further charge for Cleaning/Non revenue of the bedroom whilst it is not in use (it will not be possible for us to re-let any room until the smell of smoke has cleared) this can be up to a maximum of 2 nights room rates. If we only notice smoking has taken place in the bedroom after check-out, your credit card will be charged with the additional nights mentioned above. This isn't our choice - we are very sorry to have to introduce these extra fines, we are only asking you to respect the new law, and we have to safe guard our Premises License and Business Revenue.
