Terms & Conditions

Our terms and conditions for your stay at Southcrest Manor Hotel, BW Signature Collection

PAYMENT POLICY: Flexible Reservations (including special offers and packages): A credit/debit card is required to secure your reservation at time of booking, no payment will be taken.  On arrival, a pre authorisation of your rate plus a £20.00 will be taken. All extras are to be settled on departure. 

Saver Reservations: The total booking value is payable at the time of booking by credit/debit card. On arrival, a pre authorisation of £20.00 will be taken. All extras incurred during the stay will be required to be settled on departure.

Group Reservations: More than ten (10) reservations made by a single person or separate reservations made by a number of guests travelling together is considered as a group booking. Any separate reservations made for the purpose of group reservations via our reservation teams and via any form of online distribution channels may be cancelled and a group proposal may be supplied. Different terms and conditions apply for group reservations as stated in the group accommodation agreement (if applicable). This policy also applies to a travel agent making ten (10) or more bookings via their booking system.

CHECK IN/OUT POLICY:  Check In is from 2pm on day of arrival, Check Out by 11am on the departure date. Early check-in is available from 12.00 noon on the day of arrival at an additional cost of £20.00 per room. Late check-out is available until 12:00 noon on the day of departure at an additional cost of £20.00 per room. To be confirmed on booking. If a check-out after 12.00 is required, a full night’s stay will be charged.

BREAKFAST / DINNER INCLUSIVE: Breakfast inclusive rates consists of a full English & Continental buffet served in the Restaurant. 2-Course Dinner inclusive rates include a £20.00 per person allowance and 3-Course Dinner inclusive rates include a £25.00 per person allowance to be used on the House Menu and served in the Restaurant

PRE-AUTHORISATION POLICY:  A pre-authorisation of £20.00 per night incidental charges along with the accommodation charges will be required by debit/credit card on check-in. Please ensure you have sufficient funds to cover additional incidentals for this purpose. Unused funds from this pre-authorisation will be released on departure from the hotel, subject to who you bank with, this could take up to 10 days to clear into your account. Please see bottom of page for Pre-Authorisation FAQ's.

ROOM DAMAGE / SMOKING IN ROOMS: Please note that all bedrooms and the hotel are non-smoking. Where it is evident that a guest has been smoking in a bedroom, a penalty fee of £75 will be charged to the guest's credit / debit card on inspection of the room after departure. Any other damage to rooms on hotel property caused by a guest will be charged at the hotel's discretion(minimum charge of £75 applies).

CANCELLATION: Standard rates can be cancelled up to 2.00pm on the day of arrival. Cancellations after this time will be charged the full night’s stay. Saver rates are non-cancellable or amendable. Group rates are subject to the terms and conditions of agreed contract.

NO SHOW POLICY: Guests who do not arrive will be charged the full night’s stay.

SPECIAL REQUESTS: While the Hotel will attempt to satisfy all special requests, the Hotel does not guarantee that special requests can be accommodated.

PET POLICY:  The Hotel does not permit pets (excluding guide dogs). Having an animal (excluding guide dogs) on site is considered a breach of your stay conditions and you will be asked to vacate the property immediately. Guide Dogs are permitted and must be harnessed and wear a registration tag that displays their registration number in public areas. Please advise us upon reservation if you have a Guide Dog

UNACCOMPANIED MINORS: All children under the age of 18 are considered minors and must be accompanied by a responsible adult (parent or authorized guardian) during the whole stay. Any minors who are not accompanied by a responsible adult are not permitted to stay at the hotel, regardless of having a confirmed reservation. The Hotel reserves the right to refuse check in to or evict any individual under the age of 18 years that is not accompanied by a responsible adult.  In such case the reservation will be cancelled and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.

FREE CAR PARKING:  If you park a vehicle at the hotel you agree to enter the car park at your own risk. The hotel does not accept any responsibility for any damage or loss to your property or property belonging to anyone else.

EVICTION OF GUEST: The Hotel may evict a guest or visitors without warning. Guests who are evicted will be blacklisted from the hotel and we may choose to notify the police. A guest is subject to such eviction should any of the following occur:

Intoxication or unsavoury behaviour
Overcrowding of hotel rooms or apartments by exceeding maximum capacity allowed under these terms
Physical assault or verbal abuse of hotel staff and/ or other hotel guests
Wilful damage to the hotel (a fine will also apply)
Any incident for which the police need to be called onto the premises
Any behaviour posing a safety threat to others
Ignoring request to reduce excessive noise
Throwing of objects from windows or over balconies
Smoking within the room (a fine will also apply)
Failure to make payment
Breach of these terms and conditions

FORCE MAJEURE:  The Hotel is not responsible for any loss or damage arising out of any occurrence or conditions beyond its control including acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder, thefts, third party delays, vehicle defects or curtailment of third party transportation facilities.  All travel arrangements and observance of laws and government regulations are your responsibility.

PROPERTY PHOTOGRAPHS AND DESCRIPTIONS: Whilst care is taken to ensure that the description of facilities and services of the Southcrest Manor Hotel is accurate, facilities are continually being changed, upgraded, and on occasion taken out of service.  If any feature/facility is essential to you, it is your responsibility to confirm with the Hotel prior to making your booking that the feature/facility will be available during your stay. To the extent permitted by law, the Hotel is not responsible or liable for any errors or changes to property or facility descriptions nor any differences between the photos of facilities and the actual condition of facilities.  Not all room types at a hotel are photographed on our websites and the actual look and feel of the room you occupy may differ from the image shown on the website.  In addition, property images and floor plans are indicative only and actual rooms occupied may vary in décor, standard of finish or layout. Any map images are for general information and may not reflect actual routings, locations or services.  The Hotel is unable to guarantee the accuracy of destination shots and is not responsible for any works which may be underway outside the property.

RATES AND CHARGES: All quoted rates are subject to change at any time until a booking confirmation is issued.  Unless specified otherwise in a quote, all quoted rates are inclusive of VAT at the prevailing rate.

Quoted rates do not include transport to or from the property or items of a personal nature including but not limited to laundry, telephone, taxis, room service, meals or transfers, airport taxes, unless otherwise indicated.  If you have been quoted a rate that includes meals you should contact the Hotel to obtain details of these inclusions. Some rates which are quoted are valid only for a minimum number of nights and if the number of nights included in your booking changes the rate may also change. Rates change daily subject to market conditions. The Hotel reserves the right to amend rates that have been confirmed incorrectly due to human or distribution errors.

RIGHT OF ENTRY TO ROOMS BY HOTEL: The Hotel may enter guest rooms at any time but will knock and call out to guest before entering.  Rooms may be entered for a variety of reasons including room servicing or if the Hotel has a legitimate cause for concern eg disturbing noises, from the room, health & safety instances such as fire or if the in-house guest has not been seen or heard from over a period of time.

SECURITY AND LOSS PREVENTION: The Hotel is a secured environment and we do everything possible to ensure security levels are maintained. However, the Hotel accepts no liability for any personal possessions that are lost, stolen or misplaced whilst on premises. You agree that any money or other valuables, goods or vehicles that belong to you, bought into the hotel building, grounds or car park remain your responsibility

SMOKING POLICY:  The Hotel is non-smoking and smoking in the rooms or public areas is strictly prohibited. Fines and cleaning fees will apply to guests who do not adhere to this policy.

 

Pre-Authorisation FAQ

What is a Pre-Authorisation?

It is a temporary hold or reserve on funds, the transaction often shows as ‘pending’ on online banking.

Why do you take a Pre-Authorisation?

We take a Pre-Authorisation to be able to open an account on your room, it is hotel policy to take a pre-authorisation regardless of whether you plan to charge items to your room.

What if I don’t want to leave a Pre-Authorisation?

It is the hotel’s policy to take a Pre-Authorisation for all rooms, if you do not want to leave a Pre-Authorisation you will not be able to check in.

How much do you take?

If you have prepaid for your room, we will take a Pre-Authorisation of £20, if you have not prepaid, then a Pre-Authorisation of the room rate plus £20 will be taken.

How long do you hold the Pre-Authorisation for?

Any amount not used will be returned upon checkout. Depending on your bank, it can take up to 10 days to show back into your account, although most are returned much quicker than this.

It has been more than 10 days and I can’t see my Pre-Authorisation being refunded, why is this?

The Pre-Authorisation will not be refunded, instead, the temporary hold will be released, and the money will be returned to your available balance. Once the Pre-Authorisation is completed, you will not see a sale or refund, it will be as though the Pre-Authorisation never took place.

Who do I contact if I have a query about my Pre-Authorisation?

In the first instance, please check your statement to ensure that the amount is still showing as pending, or as a sale. If you are confident that your Pre-Authorisation has not been released, please email reception@southcrestmanorhotel.com with the following details, the date of your stay, the last 4 digits of the card used for your pre-authorisation and the nature of your query.