Terms & Conditions
The following booking conditions together with the general information contained on this website form the basis of your contract Passage House Limited. Please read them carefully as they set out our respective rights and obligations. Please note: To make a booking, you may either book online (where available), telephone the hotel concerned direct on the number given within the hotel description.
In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We”, “us” and “our” means Passage House Hotel.
MAKING YOUR BOOKING
To make a booking, you may either book online (where available), telephone the hotel concerned direct on the number given within the hotel description. The person making the booking (“the party leader”) must be at least 18 and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. By making a booking, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. (Please note our hotels may refuse entry if none of the staying party are above the age of 18. Please check with the hotel directly before your stay) The party leader is responsible for making all payments due to the hotel concerned. Subject to availability, we will confirm your arrangements on behalf of the hotel concerned by issuing a confirmation upon request by fax, email or post. This will be sent to the party leader or your travel agent. Please check this carefully as soon as you receive it. Contact us immediately if any information, which appears on the confirmation, or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.
RATES, PAYMENT, CHANGES AND CANCELLATION
BEST AVAILABLE RATES
Best Available Rates room bookings may be cancelled before 3pm United Kingdom (UK) time 48 hours prior to your arrival date. If you cancel your reservation before 3pm 48 hours prior to arrival and have paid for the room in advance by debit/credit card, a full refund will be processed to the same debit/credit card normally before 9am the next working day though it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation.
If you cancel a reservation after 3pm UK time 48 hours prior to arrival (including any “no show”) and have not already paid for the room in advance you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the first night of your stay (for example dinner, breakfast (the following morning) and wifi (as applicable)). A cancellation reference will be given and should be retained as proof of cancellation. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
ADVANCE PURCHASE RATES
Advance Purchase Rates room bookings on this rate are non-amendable, non-refundable.
In respect of all arrangements requiring payment prior to the start of the arrangements in question, if we do not receive all payments due in full and on time, we are entitled to assume (on behalf of the hotel) that you wish to cancel your booking. In this case, we will be entitled to keep all monies paid or due at that date and you must pay the cancellation charges shown above depending on the date we reasonably treat your booking as cancelled (on behalf of the hotel).
Payment for incidental extras (e.g. mini bars, telephone charges, etc.) must be made directly to the hotel before you check out.
In order to authenticate your bank account the Passage House Hotel will make a request for a £1 transaction. This is only a request for a transition and will be seen in your account as a ‘Pending Transaction’. Please note that the money does not get transferred from your account as the request is never settled with your bank or Credit Card Company. The length of time this authorization request will appear on your account will depend on the policy of your bank or Credit Card Company.
A binding contract between you and the hotel comes into existence when we send your confirmation invoice on the hotel’s behalf to the party leader and the terms and conditions of the hotel, in addition to these conditions, will be applicable to the contract. English Law will apply to our agreement and to any dispute or claim which arises between us out of it. Any such dispute or claim must be dealt with by the Courts of England and Wales. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. Changes to these Booking Conditions or the General Information shown in our website will only be valid if agreed by us in writing.
THE COST OF YOUR ARRANGEMENTS
Supplements for single rooms or single occupancy of a twin/double may apply. Superior rooms/suites are often available at a supplement. Please read our General Information section too. The prices of unsold arrangements may be increased or decreased at any time. The price of your chosen arrangements will be confirmed at the time of booking. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors occasionally occur. You must check the price of your chosen arrangements at the time of booking. Once the actual price of your arrangements has been confirmed, no amendment will be made to it.
CHANGES BY YOU
Should you wish to make any changes to your confirmed booking, you must notify us in writing or contact us on 01626355515 as soon as possible. Whilst we will try to assist you we regret amendment requests cannot always be met. Where an amendment can be made, any costs incurred by ourselves and any costs or charges incurred or imposed by the hotel will be payable. See also, the specific terms detailed above.
CANCELLATION BY YOU
Should you or any member of your party need to cancel your chosen break once it has been confirmed, the party leader must immediately advise our Reservations team on 01626355515 or cancel online. Your notice of cancellation will only be effective when it is received by our Reservations Centre, at which time you will be given a cancellation number relating to the date and time of your call / online cancellation. You must keep this for reference. The cancellation charges of the hotel concerned will apply. Please refer to each of the Hotel’s products listed above for full details of each individual cancellation policy.
CHANGES AND CANCELLATION BY US
If there is a change to or cancellation of your booking we will pass on the new details to you together with any compensation that the hotel may offer.
You are strongly recommended to take out personal travel insurance for all members of your party. Please note that not all insurance policies intended for travel overseas are adequate to cover you for the hotel stays featured on our website. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. We do not check insurance policies.
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we the hotel could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
COMPLAINTS AND PROBLEMS
In the event that you have any reason to complain or experience any problems with your break whilst away, you must immediately inform the hotel. Any verbal notification must be put in writing. If you remain dissatisfied, however, you must write to the hotel’s general manager within 28 days of the end of your stay giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the hotel or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Hotels reserve the right at any time to terminate your stay or that of any member of your party due to misconduct, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the hotel shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay being terminated.
Smoking is not permitted in the Passage House Hotel other than in designated smoking areas outside the hotel. You must not smoke in any of our buildings, including the hotel rooms, apartments or public areas. You must not interfere with our fire detection system or with any emergency equipment. If you do so we may terminate your booking and reserve our rights to take any further action. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover our reasonable costs. The reasonable costs we incur if you smoke in our hotel are likely to include costs for specialist cleaning, repair or replacement of damage by you to our property, the cost of the room for any period it is unusable and our administration expenses. If you request it we will send a breakdown of these costs to the address used for the booking.
You must not cause any disturbance to any other guests or our staff including but not limited to noise disturbance.
You must not bring any potentially hazardous or otherwise dangerous items on to our premises.
All room keys must be returned to us on check-out. If you don’t do this we may charge you for a replacement key or lock as required. In the event that a key is not returned after check-out we request you to contact the hotel to make arrangement for keys to be returned.
SPECIAL REQUESTS AND MEDICAL CONDITIONS
If you have any special request, you must advise us at the time of booking. Although we will endeavour complete any reasonable request, we regret that we can not guarantee any request will be met unless we have written to you with specific confirmation that it will. Confirmation that a special request has been noted or passed on to us or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any member of your party has any medical conditions or disability which may affect your booking, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
Alternatively, if you have difficulty walking but do not require a specially adapted room, you may request a room near to reception on the ground floor for easier access. However ground floor or adapted rooms may have limited availability, and cannot be guaranteed to be allocated on arrival. Again it is advisable to ensure that we are fully aware of all circumstances on making the booking to ensure that our hotel has the availability to meet your requirements in full.
Guide dogs are welcome at our hotel, but please make us aware of your requirements at the time of booking.
You are responsible for having all proper travel documents and vouchers. If you are unable to travel or complete a stay by reason of not having proper documents you will not be entitled to any refund and we will not be liable for any cost or expense that you may incur as a result.
INCLUDED IN THE PRICE
- Accommodation with private en suite bathroom (rooms have a shower over the bath facility), colour TV, telephone and tea/coffee making facilities.
• Where breakfast is included in the price a traditional breakfast will be provided each morning.
• All VAT and service charges, where applicable.
• Free wifi for guests staying overnight.
NOT INCLUDED IN THE PRICE
- Hotel supplements e.g. for single occupancy or additional room facilities (e.g. superior rooms/suites). If booking by phone, the amount will be advised at the time of booking.
• Expenses incurred at your hotel, including (but not only) use of minibar, safety deposit box, external phone calls, room service, meals (other than breakfast and those stated at the time of booking). Etc.
• Items of personal expenditure.
• Personal travel insurance.
• Any items not mentioned in ‘Included in the price’.
The Hotel may withdraw or change facilities and services. If possible, we will inform you of any changes before you travel if we believe this will have a significant effect on your stay. Our photographs are intended to give you a general impression of the hotel. Variations can occur from room to room.
Classification: The star ratings shown are based on the latest official AA inspection.
Meals: We provide a full traditional breakfast that offer a continental breakfast. Bed and Breakfast means breakfast is the only meal included in the price. This may be a full traditional or continental breakfast. You will be advised at the time of booking. Dinner, Bed & Breakfast means breakfast and evening meal (or a la carte allowance) are included in the price. If you have any special dietary requirements please let us know so that we can tell the hotel before you travel, but note we cannot guarantee that the hotel can satisfy your request.
Rooms & facilities: Public facilities, e.g. bars and restaurants, may only open if there is sufficient demand, particularly in low season. Hotels may have to redecorate or refurbish when you are visiting, which may mean the temporary closure of public rooms or facilities. Rooms may be twin or double. A double bed may consist of twins pushed or joined together. Hotel rooms may be allocated in any part of the property (including lodges). Please note that rooms sleeping three persons may offer any combination of single, double and foldaway beds. A single room supplement may be payable, and this will be advised to you before booking. There is a strict no smoking policy.
Check-in: On arrival, your room is normally available after 3pm. If you plan to arrive after 6pm please advise the hotel directly by calling the number given in the hotel description. Failure to confirm late arrival with the hotel may result in your room being resold, and our cancellation terms will apply.
Car parking: You will find free parking at our hotel.
Leisure clubs/swimming pools: Restrictions relating to the use of hotel leisure facilities and opening times are entirely at the discretion of the hotel/leisure club manager. Please ask at the hotel reception for rules and opening times when checking in. If a specific facility is required you are advised to check with the hotel direct by calling the telephone number in the hotel description prior to arrival. Additional restrictions may apply for the use of such facilities by children. There may be a charge for the use of some facilities.
Lifts: We have a lift in our main building. The lodges do not have lifts. If you require assistance with your luggage please ask when making your booking.
Pets: Pets aren’t accepted at the hotel. Guide dogs are specifically excluded from this policy and are welcome at our hotel.
WEBSITE AND PRICING DETAILS
Please note, the information and prices shown on this website may have changed by the time you come to book your arrangements. Whilst every effort is made to ensure the accuracy of the website and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.
Important note regarding browsers
Passage House Hotel will not accept responsibility for the consequences of any errors or changes in the intended layout of this website that result from you browsing our website in Internet Explorer version 6 or below. We strongly recommend that users upgrade to the latest version of their browser when using www.passagehousehotel.co.uk.
LOCATIONS AND ATTRACTIONS
Please check that attractions are open prior to travelling to the venue.
The information contained on our website is correct to the best of our knowledge. Our website descriptions may refer to activities which are available in the area you are visiting. We have no involvement in any such activities, which are neither run, supervised nor controlled in any way by us. They are provided by local operators who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/centres and/or assist you in booking such activities in any way. Accordingly, we cannot accept any liability in relation to such activities. We cannot guarantee accuracy at all times of information given in relation to such activities or about the area you are visiting generally (except where this concerns the services which will form part of your contract with the hotel) or that any particular excursion or activity which does not form part of your contract with the hotel will take place as these services are not under ours or the hotel’s control.
Passage House Hotel’s, website, passagehousehotel.co.uk, allows you to search for and book reservations at our hotel. We offer two types of bookings through our site and through our phone reservations system. The first type of booking allows you to make a room reservation based on rates published by the hotel. We forward the booking details to the hotel, and you pay the hotel directly at check-out.
For the second type of booking, when you agree to pre-pay for the room, we transmit your booking details to the hotel, and the hotel charges for the reservation up front. For pre-paid bookings, the hotel may charge for applicable taxes and fees up front, or it may charge the applicable taxes and fees at checkout. If you have any questions about taxes and fees, or when they will be charged, please check with the hotel for details before booking.
The amount displayed in the “Taxes and Fees” line is an estimated total that we expect the hotel to bill for applicable taxes, governmental fees and other charges that the hotels must pay to the government. That amount is based on information provided by the hotel. Please note that the hotel may also charge for other items not included in the quoted price or Taxes and Fees, such as hotel resort fees, hotel energy surcharges, parking fees, pet fees, and incidental charges (e.g., mini-bar). These amounts, if applicable, will be collected from you directly by the hotel. If you have any questions about these charges, please contact the hotel for details before booking.
A valid credit card is required to check in. If you do not have a valid credit card or do not wish to use a credit card, please contact the hotel to find out what the check-in policies are before booking.
OUR RIGHT TO CANCEL
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
• you do not pay us when you are required to do so; or
• you break the contract between us in any way.
If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.
EVENTS OUTSIDE OUR CONTROL
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
• if you have already paid for your room, we will refund your payment to you; or
• if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.