Terms and Conditions

Our priority is to have your room ready from 3.00pm with a host of thoughtful touches and comforts. Should you wish to join us earlier to enjoy our facilities, we will happily store your luggage with the porter until such time that your bedroom/s become available.

You are kindly asked to vacate your room by 11.00am on your day of departure. If bedrooms are not vacated by 11.00am on the day of departure, a charge may be made by the hotel.

In the event of non-arrival, the hotel reserves the right to charge for the unoccupied room/s. All offers that’s requires full payment is non refundable and non transferable.

Cancellations or amendment must be made before 12 noon 48 hours prior to arrival. Cancellations made after this time or non-arrivals will result in a charge for the first two night’s accommodation and subsequent nights being released. Rate difference may apply when amending the dates. Check out prior to your scheduled departure will still incur the charge for the remaining nights booked , unless 24 hours’ notice is given prior to departure. If you have booked a rate that requires full pre-payment then the whole payment will be retained.

Please note that in accordance with the Law, the hotel is entirely non-smoking.

We have created a winning combination of inspiring cuisine for you to experience and enjoy. It is politely asked that guests arrive at least thirty minutes prior to your reservation so that you may enjoy an aperitif before dining. We would advise making any arrangements for dining prior to arrival, as our restaurants are extremely popular.

Packages are based on a maximum of 2 adults sharing a room, unless otherwise stated. Additional children and adults will be charged a supplement charge, please contact us for further details.

All prices quoted are inclusive of VAT.

Guests shall be responsible to the Company for any damage caused to the public areas, allocated rooms or furnishings, utensils and equipment therein or to the Hotel generally by any act, default or neglect of the guest or accompanying persons and shall pay to the company on demand the amount required to make good or remedy any such damage.

The Hotel reserves the right to judge acceptable levels of noise and/or behaviour of guests and to take appropriate reasonable action where necessary.

The Hotel reserves the right to close or relocate any services due to unforeseen circumstances or pre-booked events, every effort will be made to ensure all standards and services are met.

Quay Spa & Leisure

We strongly recommend the booking of Spa treatments in advance to your stay. In the event of cancelling your stay, please ensure that you also inform the Spa directly on 01492 564123 and cancel any Spa treatments.

We operate a cancellation policy and charges will be made accordingly.

Single Treatments

We require 24 hours notice of cancellation, after which 100% of the treatments price would be charged.

Spa Full and Half Days

We require 24 hours notice, after which a 100% charge will be made.

Full use of the leisure and fitness facilities is included in your stay.

The Leisure Suite is open from 7am until 9pm Monday – Friday and 7.30am until 8pm on Saturday and Sunday. Last entry is 1 hour before closing. Please note that swimming times for children are between 10am-12 noon and 3pm -5pm.

Electric Car Charger

We have x2 electric car chargers on site at the hotel. These cannot be reserved prior to arrival for any occasion and operate on a first come, first serve basis.

We charge £35 for 24 hours for use of these chargers however, a pro-forma can be arranged on request.

Lost Property

We will always try to do our upmost best to ensure any lost property is reunited with its owners. We will store any lost property for up to 30 days at the hotel.

Corkage & Cakeage

No wines, spirits, beers or food may be brought into the hotel or its grounds for consumption or sale on the premises without the express written consent of the hotel and for which a charge may be made by the hotel. We will charge a corkage fee of £15 for wine, £25 for Prosecco/ Champagne and cakeage fee of £5 per head.