Please read these Terms & Conditions carefully. By using this website and the Castle House online booking service you are agreeing to be bound by the Terms and Conditions detailed below which form the basis of your contract with Castle House. In the Terms & Conditions set out below, "you" and "your" refers to all persons named on the booking, which includes any individual(s) subsequently added or substituted at a later date. "We", "us" and "our" all refer to Castle House Hotel. Please print and retain a copy of this Agreement for your records as it may occasionally be updated.
1. Making a booking
By making a booking you are confirming that you are authorised to do so on behalf of all persons named in the booking and you are acknowledging that all members of your party agree to be bound by these Booking Terms & Conditions. When your booking has been made a confirmation will be sent to you by email using the email address that you have supplied, or by post. Booking confirmations are subject to the availability of accommodation at the hotel. You should carefully check the details of your confirmation as soon as you receive it. You must contact Castle House immediately if any of the details are incorrect or incomplete. We will always endeavour to rectify any inaccuracies or accommodate any alterations you wish to make to your booking. We cannot accept liability for any inaccuracies that are not brought to our attention within seven days of issuing your confirmation, nor can we accept responsibility for inaccurate information that you have supplied.
2. Paying for your booking
All reservations must be guaranteed with a credit card. In some instances full pre payment may be required at the time of booking. The amount of payment required at the time of booking will be advised to you when making your booking. In all cases full payment will be due on departure from the hotel unless prior written agreement has been received by Castle House. Unless stated as part of your booking, additional items such as (but not limited to) the cost of external telephone calls, meals, drinks, items from the mini-bar and travel expenses, are not included in the price of your stay. If you incur any such additional costs you must settle the sum involved prior to your departure from the hotel.
3. Price changes
Castle House reserve the right to increase or decrease the price of unsold breaks and packages at any time. The price of your chosen break or package will be confirmed when your booking is made and, with the exception of any errors, we will not increase this price once it has been confirmed. We reserve the right to correct any errors in advertised and confirmed prices and will do so as soon as we become aware of an error. We will notify you of any price discrepancies relating to your booking should they arise, but we strongly advise you to check that the final price of your booking is correct before making your final confirmation.
4. Amendments to your booking
You should notify us of any amendments to your confirmed booking by telephone or in writing as soon as possible. Amendments are subject to availability and those made within the cancellation period (see below) may be subject to cancellation charges.
In order to avoid cancellation and/or non-arrival charges, guests should observe Castle House cancellation policy, which is up to 12 noon, 24 hours prior to arrival, 72 hours prior to arrival for 4 rooms or more, or longer for certain bookings e.g Christmas, New Year. This includes advance cancellation of any supplementary activities, treatments or tickets that may have been issued. Failure to cancel in advance will result in the first night's accommodation package being charged to your credit or debit card. If you have paid a deposit, made full payment or paid for any supplements - such as theatre tickets, beauty treatments and other leisure activities - the sum may be non-refundable. Please check with the hotel at time of cancellation. Written confirmation of advance reservation cancellation is required at all times by email. When providing written cancellation confirmation guests are required to provide their full names (the names in which the reservation has been made), date of arrival and postal address to include post code. The email address to which written confirmation of reservation cancellation is to be directed is: firstname.lastname@example.org.
6. Cancellations and changes made by Castle House
In the unlikely event that a hotel is unable to accommodate a confirmed reservation it may be necessary to offer an alternative of an equal or a superior standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will tell you as soon as possible, offering a suitable alternative or a refund. This does not apply to minor changes or events during your stay, resulting from unusual or unforeseeable circumstances beyond our control. We cannot be held responsible for cancelling your booking as a result of your failure to comply with any requirement of our Booking Terms & Conditions, and we cannot be held liable for any expenses, costs or losses incurred by you as a result of any change or cancellation. If a guest or a member of your party behaves in a way that causes or is likely to cause danger, upset or distress to a third party or to hotel or guest property, we are entitled, without prior notice, to curtail the stay and request that the person(s) concerned leave the hotel. No refunds or return travel arrangements will be made and we will not pay any expenses or costs incurred as a result of such a curtailment.
7. Additional Requests
All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests made should be prior to your arrival at the hotel, giving reasonable advance notice.
8. Third party suppliers
Elements of your break may include services supplied by third parties (for example golf, clay pigeon shooting, mountain bike hire, etc). Such third party suppliers will usually have their own set of Terms and Conditions relating to the services they provide. You should consult any third party Terms and Conditions soon after making a booking if your break includes such items.
9. Medical condition
If you or any member of your party has a medical problem or disability which may affect your stay, please either call our Reservations Department or use the Enquiry Form on the hotel website to advise us so that we can make provision for the particular needs of the person(s) concerned, or advise you if we are unable to make such provision. If details are not provided to us at the time of booking, the hotel reserves the right to cancel the booking should it be unable to make appropriate provision for a specific need or needs.
10. Circumstances beyond our control
We cannot accept responsibility for unforeseen circumstances beyond our control. These include (but are not limited to) adverse weather conditions, fire, riot, war, terrorist activity (or threat of such activity), industrial dispute, natural disaster, or injuries and death of an individual(s) through accidental circumstances unconnected with the hotel. By making a booking you are accepting responsibility for any damage or loss caused by yourself or a member of your party. Full payment for any such damage or loss must be paid to the hotel owner or manager on demand. If you fail to do so, you will be responsible for meeting any claims subsequently made (together with our own and the other party's full legal costs) as a result of your action.
If you are dissatisfied with any aspect of your stay you should bring the problem or issue to the attention of the duty manager at the hotel as soon as possible so that all reasonable efforts can be made to rectify the situation. If, for any reason, the issue cannot be resolved to your satisfaction and you wish to make a complaint, you should put it in writing and send it to: The General Manager, Castle House, Castle Street, Hereford HR1 2NW.
12. General Information
Accommodation: As a minimum, all bedrooms feature a private ensuite bathroom, colour television, tea/coffee making facilities and direct dial telephone. Virtually all bedrooms feature facilities in addition to those stated above. Breakfast & Dinner: Bed & breakfast prices include a full, traditional English breakfast, unless otherwise stated. Dinner, bed & breakfast packages include breakfast as outlined above and three course dinner from our a la carte menu (excluding our 7 course tasting menu).
Checking-in: Your room(s) will normally be available after 2pm.
Taxes: All prices include service and VAT tax at the prevailing rate at the time a payment is made.
Tourist attractions: To avoid disappointment you should check the seasonal and/or daily opening times of any tourist attractions prior to travelling to the hotel or the attraction concerned.
Accuracy of information: Whereas we endeavour to ensure the information contained within this website and in our brochures and publicity material is as accurate as possible, there will inevitably be instances where information may be incorrect or out of date. It is always advisable to check specific details that may be relevant to your booking prior to making that booking. For example, information relating to regional or local attractions is intended for your general information and any changes to such attractions or facilities are beyond our control. We reserve the right to amend or remove information at any time and do not accept responsibility for keeping copies of any amended or deleted information. Room descriptions are as accurate as possible but variations in layout, furniture and room facilities may vary from the room description offered on this website or in brochures.
It is your responsibility to ensure that any insurance cover you have provides adequate cover for your needs and for the duration of your stay.
15. Our liability to you
We accept liability for, and totally restricted to, services booked via the Castle House website in accordance with the Booking Terms & Conditions current at the time of booking. We cannot accept any other form of liability.
16. Third party websites and viruses
Castle House cannot be held responsible for the accuracy, content, or availability of information about our hotels or our organisation that may be found on third party websites. Neither are we responsible for the content or privacy policies of any third party websites that have links to or from the Castle House website. Attempts to interfere with the operation of our website, by whatever means, or any attempt to place an unreasonable or disproportionate load on our website or server infrastructure is prohibited. In the event of our website failing to operate, either in whole or in part, due to infections by computer viruses, bugs, tampering, unauthorized intervention, fraud, technical failures or any other causes beyond reasonable control, we reserve the right in our sole and absolute discretion to prohibit usage of our site and to cancel, terminate, modify or suspend the site.
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