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 agreement that you enter into when you make a booking or purchase at Kentisbury Grange Hotel or onsite restaurant, The Coach House by Michael Caines.

Before you place a booking, please make sure that you familiarise yourself with these conditions. We also have a Privacy Policy, Access Statement and Website Terms and Conditions, that we advise you to read when using our website or staying with us.

In brief, you agree to the following 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 reserve the right to change your allocated room should circumstances arise that make this necessary and are beyond our control.
  • We’ve worked hard to make our booking process as simple and easy as possible. If you have difficulties, please email us at and we will be more than happy to assist you.

2 Disclaimer

We post information on this website in good faith and update it regularly, however we 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, which may be updated without prior notice.

We do our best, but we can’t promise 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 Making a hotel or restaurant booking


Your booking is only confirmed when your confirmation is sent by us – after this point, you enter into agreement with our Booking Terms and Conditions.


We reserve the right to refuse any booking at any time.


We’ll ask you for guest names and contact telephone numbers at the time of making a room booking. When making a restaurant booking, we’ll also require the number of guests and advanced notice of any special dietary requirements. Without advanced notice, we cannot guarantee that we are able to cater for all dietary requirements – although we will endeavour to do so.


Upon check-in, we will ask you to show a valid photo ID, such as passport or driving licence. You can view a copy of our Privacy Policy here.


Please carefully check the details on your booking confirmation as soon as you receive them.  If anything is incorrect, 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.

3.6 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 and subject to availability.


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.


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.


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

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.

4 Payment

Payment in full is required at the time of departure, in GBP.

Credit card details must match the relevant security checks, and as a result, we may be required to pass your debit/credit card details to a third party in order to process your payment.

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.

5 Pricing

The prices that we quote on our website are to the best of our knowledge correct at the date of publication, however we reserve the right to change them without notice. Once a booking has been confirmed, we will not change the price quoted unless you amend the booking or add on another product – for example, dinner.

6 If we need to change your booking

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.

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 6.1.

6.1 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.

7 Insurance

We are not responsible for the theft and/or damage of your personal belongings during your visit to Kentisbury Grange.

8 Our 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, layout, interior design, fixtures, furnishings and facilities may vary. For our full Website Terms and Conditions, please click here.

9 Liability

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 information (including rates, availability and ratings) of the accommodation on our website
  • The services rendered or the products offered by a supplier
  • 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.

10 Your accommodation or table

All rooms are occupied as hotel rooms and suites and are only to be used as temporary or holiday accommodation. No persons other than the guests have the right to use the room or restaurant booking.

We cannot guarantee an exact room or table number prior to arrival.

Upon arrival at Kentisbury Grange, a member of the reception or restaurant team will great you. An Access Statement is available on our website.

11 Facilities and services

11.1 Cleaning

Your room will be cleaned before your arrival. Your towels will be changed daily depending upon whether or not they have been used. Our housekeeping team will turn down your bed in the evening. Should you require any additional cleaning, a member of our team will be happy to assist you, however there may be an additional charge.

11.2 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 strive to give you 24 hours notice, except in the event of an emergency during which we would require immediate access.

11.3 Telephone

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

11.4 Internet / Wi-Fi

Kentisbury Grange has an Acceptable Use Policy relating to use of our WiFi. This will be located in your in-room folder. At peak times the bandwidth available for connection to the Internet may be under pressure due to our remote location.  We recommend that activities requiring increased bandwidth such as streaming is limited at these times.

Guests must not interfere, move or disconnect any equipment relating to the provision of WiFi and must not use the connection for any illegal or immoral purpose (including but not limited to file sharing). 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 of our Acceptable Use Policy.

11.5 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.

11.6 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, water or any damage to telephone, WiFi 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 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.

12.1 Smoking

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

12.2 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.

12.3 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. Guests are not permitted to use the hotel or restaurant 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.

12.4 Damage

Guests are required to keep the hotel room, furniture, fittings and effects in the same condition as on your 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.

12.5 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.

12.6 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: for enquiries relating to lost items.

13 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. Emergency exits are clearly marked and we provide guidelines regarding the evacuation route on the back of each door, should circumstances arise.

14 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.


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. We kindly ask that you notify us as soon as possible, so that we may endeavour to rectify any issues whilst you are still visiting us. You can reach our General Manager by calling 01270 882 295 or emailing

15 Privacy

All information collected 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.

16 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.

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

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.



Last Updated: 3rd May 2018