Booking Terms & Conditions

BOOKING TERMS & CONDITIONS: COACH HOUSE MANOR SUFFOLK

Please read the following booking terms and conditions carefully and keep a copy for future reference. They apply to all bookings, however made. These booking terms and conditions set out the basis on which we accept and allocate bookings for accommodation at our hotel(s).

Nothing in these booking terms and conditions affect your statutory rights either as a consumer or otherwise.

1. ROOM AVAILABILITY 

All hotel bookings are subject to confirmation of availability and acceptance by us. Whilst we endeavour to respond to booking requests promptly our reservations team are on duty during business hours which, on occasion may lead to an extended response time.

During some dates ranges a minimum number of nights may be required for a stay. 

If for any reason upon your arrival, the room type you requested is no longer available we will at our discretion either: 

  • offer you an alternative, suitable room type (where this is possible); 
  • refund to you the difference in price between the room booked and the room provided.

2. PRE-PAYMENTS & ARRIVALS

Unless by prior arrangement with the hotel management, all accommodation needs to be paid for in advance. Where credit cards, vouchers or virtual cards have been provided, guests will be charged a pre-payment of the total price of the reservation in the 2 days before arrival. 

In the event that pre-payment has not taken place the hotel reserves the right to either:

  • cancel the booking reservation 2 days before the arrival date;
  • request guests to pay for the accommodation on arrival and prior to allowing access to the accommodation.

3. GUEST REQUESTS

The hotel management team will make every effort to accommodate guest requirements, however the size and architectural constraints of the property restrict our ability to guarantee some requests such as adjacent rooms, and providing shared accommodation without the use of sofa or extra beds.

4. CANCELLATION

Guests can cancel free of charge until 2 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 2 days before arrival.

5. BOOKING VIA A THIRD PARTY

For bookings made through an online booking platform (e.g., Booking.com, Expedia) or third-party travel professionals, please contact them directly for their terms and conditions. We have advised these companies of our cancellation policies.

6. AMENDED BOOKINGS

Amended bookings are subject to availability and the prevailing rate will apply. Any amended bookings are subject to new booking terms and conditions.

7. BOOKINGS OF 6 ROOMS OR MORE

When booking more than 6 rooms, different policies and additional supplements will apply. Please contact our reservations team at the hotel for details. Any bookings made for more than 6 rooms via our website will be held provisionally until the group terms are agreed and our contract signed. We reserve the right to cancel group bookings of 6 rooms or more made on the transient rates available through our website.

8. LODGE BOOKINGS

Hotel Lodge’s can be booked for a minimum period of 7 nights, with check-in and check-out occurring over the weekend. Custom schedules and cancellation charges apply as well as additional charges for midweek room turnaround. Please contact our reservations team at the hotel for further details.

9. OBLIGATIONS OF CARE

Our guests are requested and agree to care for and maintain in good condition the Room and shared living areas. Not to remove any items, not litter or obstruct the use of and to pay to the hotel reasonable cost of repairing damage to the Room and the shared living areas. 

10. NUISANCE

Our guests are requested and agree to not cause any excessive or unnecessary noise anywhere in the Room or shared living areas, which may cause a nuisance to other guests and our neighbours; not keep or use anywhere in the Location drugs, the possession or use of which is prohibited by statute (including but not limited to, the Misuse of Drugs Act 1971); not keep or use any firearms, offensive weapons, explosives, candles or flammable materials; not tamper with any firefighting equipment or any other safety equipment, prop open any fire doors or disengage door closure mechanisms; 

11. PET POLICY 

The hotel is delighted to welcome dogs on the following basis:

  • the hotel must be notified in advance if you plan to bringing a dog so that a suitable room can be allocated.
  • well behaved dogs over 1 year old may share their owner’s room for a charge of £20 per night inclusive of VAT.
  • dogs are welcome in designated guest rooms with their owners, in the hotel bar, but not in the Restaurant.
  • guests are asked not to leave dogs unattended in bedrooms.
  • owners must take full responsibility for their pet’s behaviour throughout the stay and will be charged for any damage caused by their pet during their stay.

While we accept dogs in the hotel, it is also vital that we take steps to protect any allergy sufferers who may also be staying with us. It is therefore, important that any guest notifies us at the time of booking if they suffer from a pet allergy, so that we can allocate a room away from where a dog will be staying.

12. HEALTH & SAFETY

We take the health and wellbeing of customers, guests and staff extremely seriously and regularly conduct reviews of our Environmental, Health and Safety and Covid Risk Assessments. During these reviews the latest published Government guidance is used to update hotel best practices.

13. DATA PROTECTION

We are committed to safeguarding the personal data of our customers, guests and staff. Our data and privacy policy can be found on our website:

14. LOSSES 

We will be responsible for any losses you our guest, suffers as a direct result of us breaching these booking terms and conditions if those losses were reasonably foreseeable to both you and us at the time booking confirmation is issued. We will not be responsible to you or any third party for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from our actions or the actions of our appointed sub-contractors or agents, or is consequential. 

  • our liability to you, under these booking terms and conditions will not exceed the amount of any deposits, fees or other charges you pay to us. 
  • nothing in these booking terms and conditions excludes or limits our liability to you for personal injury or death caused by our negligence. 

15. EVENTS BEYOND OUR REASONABLE CONTROL 

We will not be responsible to you for any delay or failure to comply with our obligations under these booking terms and conditions if the delay or failure arises from any cause beyond our reasonable control including; failure of telecommunication links; issues arising within the property e.g., unforeseen property repairs.

16. ALTERATIONS TO THE WEBSITE AND TERMS AND CONDITIONS OF USE 

We reserve the right at any time and without prior notice to make changes to the website, the booking terms and conditions, our privacy policy and any other terms, conditions and policies we may notify you of. You will be subject to the terms, conditions and policies in force at the time you submit a booking, save to the extent that the changes are required by law

17. GOVERNING LAW AND JURISDICTION 

These booking terms and conditions and any dispute or claim arising out of or in connection with them are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts, as do we.

Alternative Hospitality is a limited company registered in England and Wales. Registered number 12807146.