These Booking Terms apply to Phoenix Guest House, our officers, employees and agents (‘We’/’Us’/’Our’) and the person or legal entity making the Booking or to whom We supply services in respect of the Booking (‘You/Your’). These Booking Terms are governed by English law and apply to all Bookings except where We agree in writing other terms. By making a Booking You are deemed to accept these Booking Terms.
Bookings are made and a contract between You and Us comes into effect when We accept a reservation from You. We will accept a reservation when We have confirmed Your reservation and received a Non-Refundable Deposit equivalent to the first night stay. We will inform You of the deposit amount at the time of the booking. You must be able to enter into a legally binding contract and be over 18yrs to make a Booking, and registration is required on arrival. Unfortunately, our beds are not suitable for persons over 20 stone (127kg). PARTY GROUPS AND PERSONS UNDER 25 YEARS ARE NOT ACCEPTED AT WEEKENDS, and We reserve the right to refuse on arrival without refund.
All published rates include VAT where applicable (and local taxes) at the current rate. All rates quoted by Us are only valid at the time of reservation. Rates displayed are per room per night room only, based on a maximum occupancy. Rates include the rental and use of equipment provided, but do not include supplements or other costs You may choose to incur during Your stay (unless otherwise stated). Rates quoted are correct only for the specific number of guests, nights and dates shown. Should You change the number of guests, dates or room nights, then the rates are subject to change. Discounts only valid if requested at time of booking.
In the rare case that due to unforeseen circumstances We cannot deliver Your requested accommodation, You will be offered a full refund.
Arrival and departure
Check-in is from 14:00 to 22:00 (GMT). Check-in times outside of those specified may be possible by agreement, and must be confirmed with Us prior to arrival. You are asked to inform Us of Your arrival time if possible. Check-in after 22:00 may only be possible if arranged prior to this time, and Our ‘Out of Hours’ service charge of £10 may be levied. Check-out is at 10:00 (GMT), and late check-outs may be available for You to use the hotel facilities and Your room/s. Please enquire availability on arrival. Rooms must be cleared of Your belongings, and the keys returned to the reception on departure. Failure to do so may result in further costs being levied to You, including late check-out, full daily room rate or lost key fees. Replacement of keys from £5 to £30 if door locks require changing.
It may be possible for Luggage to be left with Us until our displayed closing time on the day of your departure for £5 per room. Any items left on Our property, or in Your room/s after check-out, will be assumed as rubbish and disposed of without further notice (unless pre-arranged to be collected later that day. If not collected on that day will be disposed).
If You cancel Your Booking more than 14 days of Arrival your Deposit will be refunded. It may take 3-4 working days for any refund to appear in your account.
If You cancel Your Booking within 14 days of Arrival a charge equivalent to the first night reserved by You will be levied and Your Deposit will NOT be refunded.
In case of No-Show, a charge equivalent to the total Booking price selected by You may be levied if any additional nights booked cannot be re-let. To make a cancellation You must call Us on +44 (0) 1253 299130 and quote Your name and check-in date.
To amend Your Booking, call Us on +44 (0) 1253 299130 if you booked direct or amend online with your booking agent IE Booking.com. If You amend Your Booking within 14 days of the date of arrival, and as a result You cancel any room night with less than 14 days notice, a charge equivalent to the total price for that room night may be levied.
Full payment of any balance of Your reservation must be paid on arrival. All additional goods and services purchased during Your stay must be paid in full at the time of order.
Conditions of stay
We have some standard rules that are designed to ensure that We comply with regulations relating to matters such as fire, health and safety, and to enhance the comfort and wellbeing of Our guests. Copies are clearly displayed throughout the hotel, but if You would like a copy of Our conditions of stay please contact Us. Children under the age of 18 must be accompanied by an adult at all times. The charging of heavy duty batteries (IE Mobility Scooters, E-Bikes) is not permitted on Our property. We reserve the right to terminate Your Booking immediately and ask You to leave Our premises without being liable for any refund or compensation where You are in breach of any of Our conditions of stay. This includes engaging in unacceptable behavior that causes a disturbance or nuisance to other guests or neighbouring properties, allowing visitors (any non-paying guests) to enter the premises without Our prior consent, causing non-accidental damage to Our property, smoking or having the possession of illegal substances in Our premises. Refusal to leave or if the Police have to be called, there will be a £100 charge for the disturbance to ourselves and other guests. A minimum charge of £35 may be levied for cleaning and/or redecorating any room which is deemed by Us as unfit for re-letting due to damage or odours caused by You.
Other than for death or personal injury caused by Our negligence or misrepresentation, Our total liability to You is limited to the price of the Booking and to the fullest extent permitted by law all warranties are excluded and in no circumstances will We be responsible for any indirect or special damages. We will not be liable for failure to perform to the extent that the failure is caused by any factor beyond Our reasonable control. You are responsible for any damage or loss caused to Us or Our property by Your act, omission, default or neglect and You agree to indemnify Us and to pay Us on demand the amount reasonably required to make good or remedy any such damage or loss. We reserve the right to charge the cost of any such damage or loss to Your card used when making this booking. If You notice any damage or missing items in Your room/s You must inform Us immediately.
We may process the information You provide to Us for the purposes notified by Us to the Information Commissioner. By making a Booking, You consent to this processing of information.