Frequently Asked Questions
What is your cancellation policy?
We have a 24-hour cancellation policy. Any cancellations and amendments made within the 24 hour cancellation policy will incur a full charge. In the event of a no-show, the full amount of the reservation will be charged.
If guests have booked through an agent / third party, they would need to amend or cancel their reservation through them as we can not change any reservation. Each agent / third party has their own cancellation policy, so you would need to check that before booking.
Is there a minimum age requirement to reserve rooms?
Guests need to be 18 and over to reserve a room and to have a room for themselves. We do have some interconnecting rooms available, so if families want parents in one room, and children in another, we can accommodate that. They would just need to call us to reserve these room types.
Can you supply extra beds and cots for children?
We do have family rooms available which come with 'z beds'. When you book the room (online, over the phone etc) you need to specify how many adults and children will be going in the room so they will be allocated a room that can accommodate you. Cots are available on request but please specify how many guests will be going into that room so we can allocate a room large enough to fit the cot.
Why do you need card details to secure a reservation?
You can pay for your reservation on departure (only for direct bookings). However, we will ask for card details to secure the reservation. Although no money will be taken, an account check will automatically be done where £1 will be taken and then refunded, this is to check the card has sufficient funds and the card matches the address and name etc associated with the reservation. If there is an issue with this - such as the billing address does not match the address on the reservation, we may ask for another card or ask for payment on arrival. Guests can use another card or pay with cash on departure, and the card stored on the system will be removed once you check out.
Where is the Garden Court Building?
The Garden Court building is situated just a short walk across the car park. Guests that book garden court rooms (which is indicated on the room type at time of booking) will be allocated over there. Guests will need to walk outside of the hotel to access to this building. There is also no lift in this building.