Guest Information
Hertford House Hotel ensures the following policies are in place to provide a better environment for Guests, Patrons and Staff alike.
Payment
On check-in, a pre-authorisation will be taken on guest's credit card. If the guest’s credit card is not available for pre authorisation, a cash deposit should be made in place of pre-authorisation. If no additional guest services were used, the cash deposit will be refunded. If any services are used, charge will be deducted from the cash deposit and the balance would be refunded.
Guests must pay all outstanding charges on departure. If any outstanding bills in the Hotel, Restaurant & Bar, or dues of any other Hotel product or service have been availed by the Guest, they must be settled prior to checkout.
On check-out, your room key should be handed over to the Receptionist and all guests must complete the checkout formalities. In failure of handing over the room keys, £10.00 will be charged.
Cancellation Policy
1, Forty-Eight Hours Notice - Cancellations made with forty-eight hours notice from arrival date, (not arrival time) will incur 50% charge of the rate of the room, unless the accommodation can be re-let.
2, Twenty Four Hours Notice - Cancellations made with twenty-four hours notice or under will incur a charge of the full room rate.
3, No Show - Failure to accommodate your reserved room without any notice or communication will result in a full charge being applied to the card provided to secure the booking.
4, Third Party Bookings - When accommodation is reserved by a third party, the cancellation charges automatically become the responsibility of the third party.
5, Payment on Account - Agreement to payment on account will only be accepted and confirmed once confirmation in writing has been received from the third party/company confirming that they accept responsibility for full payment of the accommodation reserved. All accounts must be settled within twenty eight days of receipt of invoice.
Please advise us immediately if you need to change, cancel or amend your reservation in any way. Failure to do so will be deemed as acceptance of the above conditions. Our cancellation policy will be strictly enforced but charges may be waived if the accommodation can be re-let.
Guest's responsibility
- The Mini Bar should be fully stocked on arrival. If you find items are missing, please inform Reception immediately to avoid liability.
- If in the unfortunate event of a guest being unwell and has soiled any part of furniture and fittings, Reception should be informed immediately and the area will be treated by Housekeeping in sufficient time to avoid permanent stains and/or bad odours. If Reception are not informed then a £50.00 soilage charge will be applied to the credit card details provided on booking, or deducted from the security deposit.
- Guests are liable for any undeclared charges (i.e Mini Bar, Soilage) and Hertford House Hotel reserves the right to re-numerate any undeclared items from the Credit Card details provided on booking.
- Guests are responsible for any items missing or damaged in the room during their stay.
Right of Refusal
Hertford House Hotel reserves the right to refuse a guest entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
Disturbance
Hertford House Hotel reserves the right to ask a guest to leave if he/she is causing a disturbance, causing disruption to the other guest's stay, is abusive to Hotel staff or is overall, behaving in an unacceptable manner.
Relocation
In the unlikely event that Hertford House Hotel does not, for any reason have the required number and types of rooms available as per the Booking, Hertford House Hotel will try it's best to relocate the guest to another hotel of a similar standard in the same locality for the first night and refund the paid amount for the subsequent nights or alternatively we will refund any paid amount and 25% of the agreed first night rate as goodwill gesture for the inconvenience caused. The acceptance of this obligation shall be in lieu of all other liabilities or obligations, which are hereby expressly excluded.
Hotel Rules
- Hertford House Hotel is a strictly non-smoking environment. If a guest is found to be smoking anywhere in the building a £100.00 penalty fine will apply.
- Guests shall comply with all reasonable rules and procedures in effect at the Hotel, including but not limited to health and safety and security procedures and statutory requirements as to registration.
- Guests are not allowed to bring in any pets or animals.
- An adult guest must supervise children under the age of 18 at all times. Adult guests are responsible for children's access to age-restricted items such as the Mini Bar.
- As Hertford House Hotel is a licensed premises, alcohol from outside the Hotel for consumption inside the building is strictly prohibited.
Liabilities & Losses
- Hertford House Hotel is not liable for any loss or damage caused to a guest's vehicle, unless caused by the Hotel's willful misconduct.
- Hertford House Hotel is not liable for any loss or damage to any properties of the guest including items in the cloakroom storage. Hertford House Hotel recommends that the hotel guests insure their items.
- Guests will be liable for any loss, damage or personal injury they may inflict at the Hotel.
- English law shall govern these Conditions and you agree to submit to the jurisdiction of the English courts.
