The Hotel is Hamlet Hotels Limited a company registered in England and Wales under number 12978226 whose registered office is at 802 London Road, Larkfield, Aylesford, England, ME20 6HJ
These Terms and Conditions are the standard terms that apply to the provision of any Services by Hamlet Hotels to any customer, other members of a customer’s party, and their guest/s and their use of those Services (as “Services” is defined in Clause 1 below) only where the customer and such guest/s are “Consumer/s” as defined by the Consumer Rights Act 2015.
You will be asked to confirm our terms and conditions at the time of booking, if you make reservations other than our website you confirm that you agree to our terms and conditions before making the reservations.
We reserve the right to amend or change these terms and conditions, you should therefore check them each time you make a reservation or before use of our facilities ( rooms, restaurant, event rooms etc).
1. Definitions and Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
|“Business”||means any business, trade, craft, or profession carried on by You or any other person/organisation;|
|“Consumer”||means a “consumer” as defined by the Consumer Rights Act 2015, and in relation to these Terms and Conditions means an individual customer or guest of the Hotel who receives Services for his/her personal use and for purposes wholly or mainly outside the purposes of any Business;|
|“Hotel/We/Us/Our”||means any hotels, restaurants, other accommodations under Hamlet hotels or any other brand and its premises and place of business, and whose contact address is the same address as above and includes all employees and agents of the Hotel;|
|“Price List”||means the Hotel’s standard price list of Rates. The Price List is available from www.hamlethotels.com or a copy of the same can be obtained from the hotel by sending an email to firstname.lastname@example.org by referencing the hotel name,. E.g., subject Larkfield priory hotel Pricelist|
|“Rates”||means the prices payable for the provision of room accommodation and (where applicable) other Services;|
|“Regulations”||means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;|
|“Services”||means provision of accommodation in rooms and any and all other facilities, services and items which We offer at the Hotel, including food and drink [leisure, fitness and entertainment activities]; and|
|“You/Your”||means an individual who is a customer of the Hotel who agrees to pay both for him/herself as a paying guest of the Hotel and also for members of his/her party and any of his/her guests;|
1.2 Unless the context otherwise requires, each reference in these Terms and Conditions to:
1.2.1 “these Terms and Conditions” is a reference to these Terms and Conditions as amended or supplemented at the relevant time; and
1.2.2 a Clause or sub-Clause is a reference to a Clause of these Terms and Conditions;
1.3 The headings used in these Terms and Conditions are for convenience only and shall not affect the interpretation of these Terms and Conditions
1.4 Words signifying imparting the singular number shall include the plural and vice versa; and
1.5 References to any gender shall include the other gender.
2.1 You may book to make a reservation for a room or other Services in advance through com, telephone, email, in person, or any other communications either directly or through approved third party agents,
2.2 You need to be at least 18 years old to make a reservation.
2.3 When You request us to make a reservation, You must provide us with Your identification information including, but not limited to, Your name, address, contact telephone number, and email address;
2.4 You must give us the correct payment details for any reservation at the time of booking. We will take your credit/debit card details and you authorise the use of this card for any sums that become due to us Unless the booking for the reservation expressly states that You must pay at the time of reservation or at the time of check-in, We will not take any payment from you for it until the time indicated in Clause 3 below and we will take a pre-authorisation, please ensure you have sufficient funds for the reservation amount before making the reservations.
2.5 Please check the reservation and confirm that every detail given are correct, we will not be liable for any delays or non-performance with your incorrect information.
2.6 Your request to us to make a reservation for you will be an offer, but whether We accept any such request will be for us to decide at our discretion. Only if and when We tell You that We accept Your request for a particular reservation and We give You a booking reference will there be a booking. Only that acceptance of the booking will be a binding contract between You and Us for the reservation of a room or other Service reserved;
2.7 You may change Your reservation at any time before You arrive (subject to the cancellation provisions set out in Clause 4 below). We will use all reasonable endeavors to accommodate Your requested changes, but We do not promise that all changes that you request will be accommodated;
2.8 Instead of making a reservation in advance, You may make a booking when You arrive, and if We have availability of the type of room or the particular room or other Services that You request at that time, We will accept Your request for the booking, but We cannot promise that any room(s) or particular room(s) requested or such requested Services will be available; and
2.9 You may request additional nights at the Hotel at any time during Your stay. We will use all reasonable endeavors to meet such a request, and if We can meet any request We will accept the request as a booking and that booking will then be a binding contract between You and Us. Please any amendments will be subject to the rates at the time of booking.
2.10 Images shown on our website, or any marketing material are for reference only, some of the images shown may not represent accurate images of the actual room, if you further require a specific room please send us a request which will be available subject to availability.
2.11 As a Hotel offering a range of Events, from Conference and Banqueting to Weddings, we may have additional non-residing guests, as well as music playing until midnight. If you wish for a quiet room please advise us at booking.
Any bookings over 5 rooms will be considered as a Group booking, all bookings made over 5 rooms on any of our direct and indirect channels will be refused, a minimum of 20% non-refundable deposit is required to guarantee the booking, the remainder of the payment will be required 4 weeks prior to arrival, this will apply to all special rate given for the Event, groups, conference or weddings. All room blocks will be released 4 weeks prior to the event day if no full payment is released and any deposit paid is non-refundable. The lead booker should be the point of contact for any further terms
3 Room prices, Fees, and Payment
3.1 Hamlet Hotels adopt dynamic pricing models, price may change at any time based on demands in the hotel and market. The cheapest price is always offered on our website.
3.2 We make details of Rates including, where applicable, promotional Rates and other special offers available on our websites, newsletters( if you have opted for them), reception, and posts. All Rates shown in our Price List include VAT where applicable;
3.3 When You request a reservation and We quote any Rate(s), the Rate(s) will apply only to the provision of hotel bedroom accommodation unless We specifically state otherwise.
However, the Rate(s) will include all facilities which the Hotel has in all its standard and other bedrooms, and these are: TV, coffee and tea making facilities, hairdryer, iron, ironing board, trouser press, Wifi ( standard use)
Additional charges will apply for other Services including, but not limited to, car parking, meals, drinks, room service, use of Hi-speed wireless internet access, use of any function or other rooms, or any other equipment, services, or facilities. We will inform You of the Rates payable for such additional Services on request when You arrive at the Hotel;
3.4 Subject to sub-Clause 3.4 below, and unless We agree on a different arrangement with You, We shall give you an invoice for all sums due and payable to Us and You must pay that invoice in full when before you collect the keys or access to the rooms if we do allow any other credit during your stay you must pay at check out.
3.5 The following will apply to any promotional Rates that We may offer from time to time:
3.5.1 Unless We specifically state otherwise, You must pay in full at the time of booking for a reservation to which a promotional Rate applies ( Early book non-refundable, savers, etc ) and We will not have to give You any refund except where Clause 4 specifically states that We must do so ;
3.5.2 We will either pre-authorise your credit card or take a deposit up to £250, you hereby agree that you authorise us to charge in case of any damages caused during your stay, we authorise us to charge your credit or enforce the payment if the damage is more than the deposit or any room revenue loss, We will invoice them and You must pay for them as required by sub-Clause 3.3 above; and
3.5.3 If you request any additional nights and We accept the request as a booking under sub-Clause 2.7 above, You must pay for the additional nights at the [promotional Rate] OR [the standard Rate];
3.6 You may pay Us for Services (and for any deposit or other advance payment on account of that payment) using any of the following methods:
3.7 Mastercard, Visa, Amex, credit or debit cards
3.6 We may alter any of Our Rates without prior notice but if the Rate of any Service increases between the time when You make a booking and the date when the booked room accommodation or other Service is to be provided, any increase in the Rate will not apply to Your booking;
3.7 Whether these Terms and Conditions require payment upon booking or on check out or at any other time, You must pay in full for any reservation booked and will not be entitled to any refund, except as stated in sub-Clause 3.8; and
3.8 Where Clause 4 specifically says that You will be entitled to a (full or partial) refund, or where you become entitled to any refund either as a result of Our breach of these Terms & Conditions or as a “consumer” under the Consumer Rights Act 2015 or other consumer protection legislation, We will make a refund to You as set out in Clause 4 or as required by such legislation.
4.1 Our standard cancellation period is 2 pm one day before arrival, however, this may differ for a promotional or nonrefundable booking which will be due at the time of booking and non- refundable.
4.2 Unless You pay in advance for a booking at a promotional Rate, You may cancel a reservation without charge if You give Us prior notice of at least one day before the earliest check-in time we have given You for Your reservation. If You cancel under this sub-Clause 4.1, We will refund to You in full any sum (including, but not limited to any deposit) You paid in advance and You will not then owe Us anything;
4.3 If You cancel but do not give Us at least 24 hours prior notice of cancellation of a reservation, We will be entitled to charge You a Late Cancellation Charge calculated as set out in sub-Clause 4.4 below;
4.4 We may, at any time before You check in, cancel a reservation booked by You in the following circumstances:
4.4.1 The required accommodation and/or personnel and/or other resources necessary for the provision of the room are not available due to any cause outside Our reasonable control. If we cancel a reservation in such circumstances, We may offer you alternative accommodation of the same standard or better if it is available. If it is not available or we offer it to you and you decline it, We will refund to You in full any deposit or other advance payment that you have made to Us for Your reservation;
Events, accommodation, or any facilities amended or cancelled by Hamlet Hotels.
We may also cancel your reservation if an event is outside of our control (including but not limited to industrial action, explosion, an outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) or for any other reason that means that we are unable to make your room, events and any other facilities offered available to you. In this case, we will contact you to let you know as soon as possible and:
- We may relocate within the same or higher standards.
- We will refund your payment if you have already paid for your room
- We will not process any payment if the payment is due in the future
Under any circumstances, we will not be liable or responsible for any failure to perform or delay in the performance of, any of our obligations. Our maximum liability will be the total amount paid against your bookings or services. This does not affect your statutory rights.
4.4.2 If You have not paid for Your stay in full in advance of check-in and You do not arrive by 5 pm on the first day when You are due to stay at the Hotel. In that case, We shall be entitled to re-let Your room after that time unless You have notified Us in advance of Your late arrival and We have agreed to late check-in. If We cancel under this sub-Clause, We will be entitled to charge You a Late Cancellation Charge as if You had cancelled under sub-Clause 4.2 above. We shall attempt to contact You to inform You of that cancellation; or
4.4.3 We find that you are not a “Consumer” (as defined in Clause 1 above), and in that case, We will refund to You in full any deposit or other advance payment that You have made to Us for Your reservation; and
4.5 A “Late Cancellation Charge” means and will comprise the net financial loss that We suffer due to Your cancellation The calculation will take fully into account and give credit for any amount for any or all of the stay that You booked that We receive from another person for Your room. We shall use reasonable endeavours to let Your room to someone else for this purpose..
5 Check-in and Check-out
5.1 The earliest check-in time at the Hotel is 1500 hrs and the latest time is 2100hrs. We will also permit check-in after that latest time of 2200hrs but if you check in after that time We may not be able to provide You with the full range of services normally available to customers;
5.2 We may be able to provide Early check-in from 1200 subject to availability at an additional £10 per hour prior to check-in time, if you require check-in before 1100 hrs then you will be liable to pay the room from the previous night as we need to hold the room for you.
5.3 The latest time by which You must vacate Your room and check out from the Hotel is 1100 hrs. Late Check out is subject to £10 per hour subject to the availability, if you do not vacate by 2 pm We will be entitled to charge You for an additional night’s accommodation at the standard applicable Rate;
5.4 If We have agreed and arranged a late check-out under sub-Clause 5.2 above, We shall be entitled to charge You at an hourly rate for the additional time from our standard latest check-out time of 1100hrs until the time You check out, and We shall give You details of the hourly rate of that charge when You request a late check-out time.
5.5 When checking in to a hotel, you must present a valid photographic ID, such as Driver’s license or Passport, we may refuse to check-in and cancel the reservation without any refund if you fail to produce a valid ID.
6 Hotel Rules
6.1 You must conduct Yourself in a reasonable and responsible manner at all times when on Hotel property and must not act in any which may disturb other guests. If You do not, We may ask You to leave the Hotel and in that case, You must immediately pay Us all sums due;
6.2 You may not smoke in any indoor or outdoor public areas of the hotel except in the designated smoking area, if a
6.3 You will not smoke in any rooms
6.4 If You do not comply with sub-Clause 6.3 We will charge you £200 in addition for any and all costs we incur by the Hotel in cleaning the room including, but not limited to, fixtures, fittings, and soft furnishings and restoring it to a smoke-free environment and loss of revenue.
6.5 You may not bring an animal into the Hotel except for a guide dog;
6.6 Any child under the age of 18 may only stay at the Hotel if accompanied by an adult aged at least 18; and
6.7 We will charge You for any and all damage caused by You to any Hotel property during Your stay.
6.8 All of the above rules will also apply to members of Your party and Your guests, and You shall be responsible for any breach of the above rules by any of them.
6.9 We may also report and prosecute for any criminal damages.
6.10 Where WiFi Internet access is provided, guests accept to use this access to the Internet fairly and appropriately. We may monitor network performance and user usage in order to maintain a fair and high level of service to all our guests.
6.11 The Internet access provided is intended for general use such as access to the world wide web, email, messaging, social media, light video / music / media streaming. It is not intended or ideally suited for heavy media streaming, online gaming, extensive downloads / uploads. Access to illegal activity or use of our network for illegal activity is prohibited and will be reported to local authorities.
6.12 We reserve the right to charge the lead guest for any damages caused through the course of a booking by any member of the booking party. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Any accidental damages should be reported as soon as possible in order to minimise damage and associated costs. Lost keys / fobs / access cards will incur a replacement charge per key / fob / card lost.
6.13 Any lost property, if discovered and found, left behind by guests during a stay will be held for a period of 1 month. While we will make our best efforts to reunite lost property with their owners, we accept no responsibility for replacing lost items and encourage guests to ensure they have all their belonging before checking out. We may offer to post lost items via recorded delivery at the cost of the property owner, otherwise, collection can be arranged.
6.14 Hamlet hotels do not take any responsibility and not liable for any of their loss in their belongings.
6.15 “As a Hotel offering a range of Events, from Conference and Banqueting to Weddings, we may have additional non-residing guests, as well as music playing until 1030pm. If you wish for a quiet room please advise us at booking.”
7 Food and Drink
7.1 As referred to in sub-Clause 3.2 above, unless We specifically state otherwise, food and drinks are not included in any Rate(s) for bedroom accommodation, and unless We have specifically stated or do state otherwise, We will make additional charges to You for them in accordance with sub-Clause 3.2 above;
7.2 If You or any of Your party or guests have any special dietary requirements, You should inform Us of them in advance of Your arrival. We will use all reasonable endeavours to accommodate those requirements and, where this is not possible, tell You that We are unable to do so; and
7.3 We will tell You times of meals when You arrive.
8 Car Parking Facilities
8.1 We cannot guarantee that any car parking space(s) will be available for You, but You may use any vacant parking space on a first-come-first-served basis for Your vehicle provided that You have given Us Your vehicle’s registration number when You arrive. All our residents will be eligible for a discounted price and some of the packages may include car parking charges, if it did not pay for a car park or it’s not included, you will be subject to a penalty of at least £100 enforced by the third party.
8.2 You may use a disabled parking space that is available if You have a valid disabled parking badge. We will be entitled to remove Your vehicle if it is parked in a disabled parking space without a valid disabled parking badge on display, and You or if You are not the owner, then the owner of the vehicle shall pay or reimburse Us with all costs associated with its removal and subsequent recovery.
8.3 We do not provide any valet car parking facility
8.4 Whilst You may park Your Vehicle as permitted by sub-Clause 8.1 above, We do not permit any other member of Your party or Your guests to park on Our premises, but if You request a parking space for them they will have to park at regular prices which are displayed at the hotel car park
9 Disabled Customers
9.1 We fully comply with all laws from time to time in force regulating the treatment of, and provision for, disabled customers; and
9.2 If you have any special requirements pertaining to a disability, You should inform Us of them before You arrive.
10 Limitations of Liability
10.1 We will be responsible for any foreseeable loss or damage that You may suffer as a result of Our breach of these Terms and Conditions or as a result of Our negligence. Loss or damage is foreseeable if it is an obvious consequence of Our breach or negligence or if it is contemplated by You and Us when Our contract with You is created. We will not be responsible for any loss or damage that is not foreseeable;
10.2 Whilst We will operate and maintain Our car park with reasonable skill and care, We do not guarantee that other Hotel guests or members of the general public will not enter Our car park and steal or damage Your vehicle or property in it and/or engage in criminal activity, and accordingly, when You park or arrange for parking of Your vehicle in Our car park, You accept the risk of theft or damage of or to Your vehicle and property in it if it is caused by any person other than Our staff or contractors;
10.3 We provide all Services only for Your personal and private use/purposes. We make no warranty or representation that products or other goods or materials that We provide or sell are fit for commercial, business, industrial, trade, craft, or professional purposes of any kind (including resale). We will not be liable to You for any loss of profit, loss of business, interruption to business, or for any loss of business opportunity;
10.4 Nothing in these Terms and Conditions is intended to or will exclude or limit Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation; and
10.5 Furthermore, if you are a “consumer” as defined by the Consumer Rights Act 2015, or a consumer for the purposes of any other consumer protection legislation, nothing in these Terms and Conditions is intended to or will exclude, limit, prejudice, or otherwise affect any of Our duties or obligations to You, or Your rights or remedies, or Our liability to You, under:
10.5.1 the Consumer Rights Act 2015;
10.5.2 the Regulations;
10.5.3 the Consumer Protection Act 1987; or
105.4 any other consumer protection legislation;
as that legislation is amended from time to time.
For more details of Your legal rights please refer to Your local Citizens Advice Bureau or Trading Standards Office.
11 Changes to Terms and Conditions
We may from time to time change these Terms and Conditions without giving You notice, but We will use Our reasonable endeavours to inform You as soon as is reasonably possible of any such change.
12 How We Use Your Personal Information (Data Protection)
We are required by the Regulations to ensure that certain information is given or made available to You as a Consumer before We make Our contract with You (i.e. before We accept Your request to make a booking) except where that information is already apparent from the context of the transaction. We have included the information itself either in these Terms and Conditions for You to see now, or We will make it available to You before We accept Your request to make a booking. All of that information will, as required by the Regulations, be part of the terms of Our contract with You as a Consumer.
As required by the Regulations:
14.1 all of the information described in Clause 13; and14.2 any other information which We give to You about any Services or the Hotel which You take into account when deciding to make a booking or when making any other decision about the Services;
will be part of the terms of Our contract with You as a Consumer.
We always welcome feedback from Our guests and, whilst We always use all reasonable endeavours to ensure that Your experience as a customer of Ours is a positive one, We nevertheless want to hear from You if you have any cause for complaint. If You have any complaint about Our Services or any other complaint about the Hotel or any of Our staff, please raise the matter with addressed to our manager at email@example.com.
We will amicably resolve any complaints and include in our SOP so that it does not re occur. If we fail to provide any of the service you have paid, we will offer you credit for the services for your future stay or credit at any of our other outlets.
At no point we will be liable for any amount more than the price you have paid, in a rare occasion if you claim to have a refund it will be processed and may take upto 21 days to process to your bank.
Refund are only made through payment you have made, if you made cash payment then it will be transferred to your bank account, staff do not have access to the cash once the payment is made and they will not have access to the banked cash ( Safe, bank etc)
16 No Waiver
No failure or delay by Us or You in exercising any rights under these Terms and Conditions means that We or You have waived that right, and no waiver by Us or You of a breach of any provision of these Terms and Conditions means that We or You will waive any subsequent breach of the same or any other provision.
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the provision in question shall not be affected.
18 Law and Jurisdiction
18.1 These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.
18.2 As a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 18.1 above takes away or reduces your rights as a consumer to rely on those provisions.
18.3 Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.