Booking Terms and Conditions

1 Summary

This website is operated by Kentisbury Grange (“Kentisbury Grange”, “we”, “our”, “us”).

These Booking Terms and Conditions describe the legal framework under which you agree to participate when placing a hotel booking, room booking or Gift Voucher order with Kentisbury Grange or The Coach House by Michael Caines.

You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.  In addition, by visiting or using our website you agree to comply with our Website Terms and Conditions.

In the event of any inconsistency between the Booking Terms and Conditions and the Website Terms and Conditions, the Booking Terms and Conditions prevail.

We also have a Privacy Policy that outlines our commitment to safeguarding the privacy of our customers and to protecting any personal information that you give us. For a copy of our Privacy Policy, please click here.

In brief, you agree to the following Booking Terms and Conditions when you place a booking though Kentisbury Grange:

  • We may change, update or delete the Booking Terms and Conditions without prior notice.
  • You must be over the age of 18 to place a booking.
  • We will endeavour to accommodate you in a room that meets the criteria of your booking. If however, due to circumstances beyond our control, we need to change your allocated room, we reserve the right to do so.

2 Disclaimer

Information on this site is posted in good faith and updated regularly, but Kentisbury Grange cannot guarantee its completeness and accuracy. We do not accept any liability to you or any third party for any error or omission on this site. We may change, update or delete the terms and conditions or any information on this site without prior notice.

Kentisbury Grange does not warrant that this site will be uninterrupted, error free or that any information or other material accessible from this site is free of viruses or other harmful components.

We are not liable for any direct or indirect loss resulting from your use of the information on this site, except we shall be liable for death and personal injury resulting from our negligence.

3 Your hotel or restaurant booking

3.1

Any booking will only come into existence when your confirmation has been dispatched by us. Upon completing your booking and receiving your confirmation you enter into a contract with Kentisbury Grange on our stated Booking Terms and Conditions.

3.2

Restrictions may apply at certain times of year, including but not limited to, a minimum night stay, minimum/maximum number of guests for a table, and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.

3.3

All hotel guest names and contact telephone numbers are required at the time of booking including whether guests are adults or minors. When making a restaurant booking, we require the name and details or the person booking, as well as the number of guests and advanced notice of any special dietary requirements.

3.4

Upon check-in, guests are kindly required to show the credit/debit card used to pay for the booking and a valid photo ID, such as passport or driving licence. You can view a copy of our Privacy Policy here.

3.5

Please carefully check the details on your booking confirmation or invoice as soon as they are received.  If anything is not correct, we kindly ask that you tell us immediately. However, we regret that we cannot accept any liability if we are not notified of any inaccuracy in the documentation.

3.6 Special Requests

We will endeavour to do everything we can to help guests with special requirements. Please ensure we are made aware in writing, of any special requirements at time of booking so that we can help you to select the most suitable apartment to suit your needs. Although we will endeavour to meet any reasonable requests, no guarantees can be given that any request will be met. Conditional bookings cannot be accepted i.e. any booking which is specified to be conditional on the fulfilment of a particular request.

3.7 Menus at The Coach House by Michael Caines

Our menus are designed around the availability of fresh local produce – and as such, change regularly. We endeavour to display our latest menus on our website, however reserve the right for our menus to change without notice, subject to availability.

4 Payment

4.1 General

Payment in full is required at the time of departure unless otherwise agreed.

Payment should be made in Pounds Sterling.

Credit card details must match the relevant security checks. Upon check-in, guests are kindly required to show the credit/debit card used at the time of the booking.

We may pass your debit/credit card details to a third party to process any payments.

If you wish to know more about the security measures in place to protect your data and privacy, please click here to read our Privacy Policy.

4.2 Payment of additional Charges

Valid credit/debit card details must be supplied at the time of booking and/or upon arrival at the apartments to cover any potential “additional charges “(see clause 15). These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded. A written statement of the “additional charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges.

5 Pricing

The rates that we advertise are to the best of our knowledge correct at the date of publication, however we reserve the right to change any rates from time to time, without notice. Prior to the booking being confirmed, rates quoted are based upon the rates prevailing at the time but are subject to change.  Once a booking has been confirmed, we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control. VAT is charged at the rate in force at the time of booking.

6 Changes by the guest

All requests for changes, extensions and cancellations must be made in writing.

6.1 Changes

All changes of date are subject to availability. Once in house, changes to the departure date which result in a reduction in the length of stay will be subject to rate change

6.2 Extensions

If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.

Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.

6.3 Early Departures and Cancellations

Kentisbury Grange reserves the right to treat an early departure or reduction in the number of nights or apartments booked as a cancellation and your room may be rebooked and cancellation charges applied. Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds.

Transaction fees are not refundable in the event of a cancellation.

The cancellation policy should be requested at the time of booking.

7 Changes by Kentisbury Grange

We do not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so.  If this does happen, we will contact you by telephone or email where reasonably possible.

If a change has to be made or your booking has to be cancelled, we may offer you an alternative room type or date. If you do not wish to accept a change or any alternative offered, or we cannot offer you a suitable alternative, you may be entitled to cancel your booking unless this is the result of an event beyond our control – see below.

You should tell us as soon as possible whether you wish to accept any change or alternative room type offered or alternatively if you want a refund.

7.1 Events beyond our control

Events beyond our control include but are not limited to the following: an act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo or blockade.

8 Insurance

We are not responsible for the theft and/or damage of your personal belongings during your stay or visit to Kentisbury Grange. Therefore, you are advised to ensure that you have appropriate insurances in place. In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.

9 Website

Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct, but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. Given the above factors, we do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes any of the room types we offer. Our website may link to other websites and we are not responsible for the data policies, content or security of these linked websites.

Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual room size, floor plan, design, fixtures, furnishings and facilities may vary. For our full Website Terms and Conditions, please click here.

10 Liability

All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place. However, nothing in these terms and conditions will affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.

Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your reservation as set out in the confirmation email (whether for one event or series of connected events).

However, and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for:

  • Any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim
  • Any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the accommodation as made available on our website
  • The services rendered or the products offered by the supplier or other business partners
  • Any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our website
  • Any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you.

This is whether due to (legal) acts, errors, breaches, (gross) negligence, wilful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the accommodation or any of our other business partners (including any of their employees, directors, officers, agents, representatives or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the website, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.

11 Your accommodation

All rooms are occupied as hotel rooms and suites and are only to be used as temporary or holiday accommodation. They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the room or table.

These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended).We cannot guarantee an exact room or table number prior to arrival. The maximum guests in an room is determined by the number of beds available and subject to age limitations. If the maximum number is exceeded then we may refuse access to the room and/or reserve the right to charge for additional rooms.

11.1 Arriving and departing

The specific arrival and departure policy should be requested at the time of booking and will be stated on the confirmation. Arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.

The procedure for departure will be confirmed on arrival.

11.2 Access to your room or restaurant booking

Upon arrival at Kentisbury Grange, a member of the reception or restaurant team will great you. It is essential that you have your booking information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure. An Access Statement is also available on our website.

12   Facilities and services

12.1 Cleaning

Your room will be cleaned before your arrival. Your towels will be changed daily depending on whether or not they have been used. Our housekeeping team will turn down your bed in the evenings.

12.2 Maintenance

Routine maintenance is carried out regularly by our team; however, occasionally we may need access to your room to carry out essential maintenance.  We will normally give you 24 hours notice, except in the event of an emergency during which we would require immediate access.

12.3 Telephone

Guests are responsible for all call charges incurred during their use of in-room telephones during their stay.

12.4 Internet / Wi-Fi

Access is subject to the Kentisbury Grange’s Acceptable Use Policy. At peak times the bandwidth available for connection to the Internet may be under pressure due to the number of people connecting to the Internet, both internally and externally. We recommend that activities requiring increased bandwidth such as Skype, Movie/TV streaming is limited at these times.

Guests must not interfere, move or disconnect any equipment relating to the provision of the Internet access and must not use the connection for any illegal or immoral purpose (including but not limited to file sharing) and Kentisbury Grange reserves the right to pass on any record to the authorities should we be made aware of any such use.

Kentisbury Grange reserves the right to disconnect a guest at any time without notice if, in our opinion, they breach any of these terms and conditions.

12.5 Security

Guests will be issued with a room key on check in. Additional sets can be provided on request. It is your responsibility to ensure that you are in possession of these at all times and that they are returned at the end of your stay. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys.

12.6 Interruption to services

We will make every effort to ensure that guests enjoy a peaceful stay, however, cannot guarantee or be held responsible for any failure or interruption of services to the hotel or restaurant, including electricity, air conditioning, water or any damage to telephone, broadband/ internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property.  Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time.

12.7 Reception

Our Reception Team is available to ensure your stay is as comfortable and enjoyable as possible. Contact details and working hours are made available on arrival.

13 Guest responsibility

Guests are expected to comply with any regulations for use of our hotel rooms and restaurant facilities. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their room immediately without refund.

13.1 Smoking

Smoking is not permitted in any room or the restaurant area, this includes the use of electronic cigarettes.

13.2 Pets

Pets are not allowed in any room or inside the restaurant, unless otherwise agreed at time of booking as a special request. We are able to accommodate well-behaved dogs during the warmer months for dining outside on our terrace.

13.3 Nuisance

Guests are required to behave in a responsible manner, respect the hotel and their fellow guests and keep noise to a minimum between the hours of 10pm and 7am. This includes causing any sort of nuisance or disruption to fellow guests or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use the hotel toom for any illegal or immoral purposes. An additional charge will be made if the Management Team is called out in response to a nuisance complaint.

13.4 Age restrictions

In order to ensure our guests enjoy a stay free from disturbance, we do not accept bookings by any paying guests under the age of 18. We require that there is at least one person aged 18 or over staying at the hotel for each booking. Proof of identification and date of birth may be requested on arrival and if not presented on request, we reserve the right to cancel the booking.

13.5 Visitors

Guests are responsible for their visitors. Non-residents will not be allowed access to the hotel rooms after 11pm and we operate a strict no party policy.

13.6 Damage

Guests are required to keep the hotel room, furniture, fittings and effects in the same condition as on arrival. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the hotel room beyond general wear and tear will be charged in full. In the event that these are discovered after departure we will notify you or the booker within 7 days of departure with full details and where possible photographic evidence.

13.7 Cleanliness

An additional charge will be made for extra cleaning or specialist cleaning to return the hotel room to a fit state for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs.

13.8 Lost property

All your possessions should be removed from your room upon your departure.  We will use reasonable endeavours to retain any lost items for up to 3 months after your departure date.  Email:  reception@kentisburygrange.com for enquiries relating to lost items.

14 Additional Charges

As a guide, additional charges include, but are not limited to the following:

  • Breakages, loss or damage to the hotel room or any of its contents
  • Cleaning, specialist treatment charges where more than routine cleaning is required or smoking has occurred: £200
  • Lost keys: £20
  • Telephone call charges
  • Extra bed (rollaway £30 per night, cot £15 per night)
  • Other services e.g. dry cleaning, laundry, extra cleaning may be available on request
  • VAT and local taxes are payable on all additional charges and where the level of the additional charges is not specified in these conditions, we will charge you the actual cost together with any administration costs. Prices for additional charges may change at any time.

15 Health and safety

We take the health and safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the hotel and restaurant buildings, and the health and safety procedures.

16 Quality and feedback

We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained in both the hotel and restaurant.  We also welcome feedback from our guests and ask them to complete a guest satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.

17 Complaints

In the unlikely event that you are dissatisfied with any aspect of your visit, please notify the General Manager as soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email to reception@kentisburygrange.com or call us on 01270 882 295.

18 Privacy

All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy which, with our Website Terms and Conditions, is incorporated into these conditions. Telephone calls may be monitored and/or recorded as a security measure, to help us to train our staff and improve our service to you.

19 General

We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate the property immediately.  These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.

20 Hotel bookings “online”

20.1 Your online booking

If you make an instant online booking, you will be taken to a confirmation screen with a summary of your booking, including your booking reference number and the booking conditions, cancellation policy and check-in procedure. Shortly after making your booking, you will also receive a full confirmation email re-iterating this.

20.2 Payment

Our online payment policy is clearly displayed on our website at the time of booking on the confirmation page and may also be provided on your confirmation email. Secure payment to be made via credit or debit card on www.kentisburygrange.com. We operate a no fee service. This means we do not add any credit card fees, service fees or hidden extra’s to the rate displayed.

Payment to be made in Pounds Sterling. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.

20.3 Pricing

When you make a reservation through our website www.kentisburygrange.com the rate you see at the time of booking is the rate we apply and confirm to you. Rates are per room, not per person and are inclusive of VAT unless otherwise stated.

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change.  Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control.

21   Hotel bookings “offline”

21.1 Your offline booking

If you make a booking by phone, email, social media or in person, we will ask you for certain personal information in order to process the booking. Shortly after making your booking, you will also receive a full confirmation email with a booking summary, reference number, booking conditions, cancellation policy and check-in procedure.

21.2 Payment

We kindly ask that you do not send credit card details to us via email or social media. If you’d like to pay for your booking, please call us on 01271 882 295. Bookings made via email or social media can only be confirmed once you have called to provide your payment details, and a confirmation email has been issued.

Payment to be made in Pounds Sterling. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.

22   Restaurant bookings

22.1 Your online restaurant booking

We don’t ask for your payment details at time of booking a table at The Coach House by Michael Caines restaurant. We do however ask for confirmation of the number of people, date, time and contact details for the booking.
If you book online and a member of your party has special dietary requirements, please let us know asap by email reception@kentisburygrange.com.

If you need to cancel your booking, please do so as soon as possible.

Your booking is not confirmed until we have dispatched a confirmation email.

22.2 Your offline restaurant booking

If you book a table at The Coach House by Michael Caines via phone, email or social media, we will ask for personal details. We reserve the right to request that you call us to confirm these details directly.

Your booking is not confirmed until we have dispatched a confirmation email.

 

 

Last Updated: 3rd May 2018