Booking Terms & Conditions

1. Introduction

These are the terms and conditions that apply when you reserve a room directly at the hotel or via one of our digital channels (such as our website, central reservation number, mobile site, or app).

You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.

We reserve the right to amend these terms and conditions at any time and you should therefore check these each time you make a reservation. The terms and conditions applicable to your reservation will be in place on the date that you make your reservation.

Additional terms will apply to your use of our digital channels whether or not you make a reservation through them. If you book through Online Travel Agents (OTAs) such Booking.com, Expedia etc, please read their terms & conditions accordingly.

2. Reservations

To reserve your room please follow the instructions on the website, mobile site, or app (as applicable)

You must be at least 18 years old to make a reservation. Anyone staying at the hotel under 18 must be accompanied by an adult. A valid ID may be requested on check-in.

You will need to provide your credit or debit card details to secure your reservation. All our hotel accept Visa, MasterCard and American Express to secure a reservation.

Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.

We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.

If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see section 10 Cancellation, below.

3. Group reservations

For bookings of between 5-9 rooms, call our Central Reservations team on 0333 090 7865. Calls are charged at the national rate.

To make a booking of 10 rooms or more, email our dedicated Groups Desk at bookings@aghotels.co.uk.

All prices shown or given are for bookings of up to 4 rooms. Room rates may be different for group bookings (10 rooms or more) depending on the number of rooms booked.

4. Room prices

The hotel adopts dynamic pricing, and the price of our rooms fluctuates based on demand. When you make a reservation request, we will give you the total price for the rooms and the number of nights you have requested. The price you pay is the price quoted to you at the time you make your reservation.

Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.

Meals, beverages, and alcohol along with any other extras are not included in the room price but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for breakfast and selected extras at the same time as paying for your room. If you have breakfast and selected extras as part of your reservation and the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT, but the price you pay will remain the same. All other meals and extras must be paid for separately.

Flexible Rate: If you book a Flex rate you may choose whether to pay for your room in full at the time of booking or to pay on arrival. Please see section 10 Cancellation for full-rate restrictions.

5. Occupancy

The maximum room occupancy is two adults. Family rooms (where available) can accommodate two adults and two children (under the age of 12). You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.

Children under 18 are not permitted to stay in the hotel unless a parent or guardian is also staying in the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you, otherwise where requested you will not be permitted to stay.

6. Accessibility

Our hotels have rooms that are specially adapted for customers with disabilities.

7. Special requests

Although the hotels will try to accommodate special requests, all rooms and requests are subject to availability.

8. Meals

Meals are not included in the room price.

You may add breakfast and/or a meal deal (if available) when you make your reservation or on check-in.

The ‘free breakfast of kids’ offer (if available) is for one breakfast per child in the hotel restaurant (if available). The offer does not apply to the Grab & Go breakfast or breakfast box (where offered). Up to a maximum of two children under the age of 12 can eat free per adult purchasing a full breakfast (if available).

The meal deal (if available) is applicable for adults only and includes a two-course dinner and a drink from the meal deal menu and a breakfast for the advertised price per person.

9. Paying for your room

If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to pay on arrival.

Payment may be made by cash (with proof of identification) and credit/debit card (Visa, MasterCard, American Express, others). The expiry date of your debit/credit card must be later than the end of your stay. We do not accept personal cheques or family discount cards.

Rooms may be paid for by business cheque, however, the hotel must receive all business cheques at least three weeks before the arrival date.

Leisure Vouchers will not be accepted as payment for Semi-Flex, Advance, Standard or Non-Flex rate room bookings or where Flex Rate stays are paid for in advance of arrival. The Leisure Voucher terms and conditions apply.

If you are making a Privilege Card booking (if available), you will need to quote your card number at the time of booking. You will also need to present your card at check-in to validate your discount. The Privilege Card terms and conditions apply. Discount card bookings can only be made by telephone. You must quote your card number at the time of booking. All reservations are subject to availability and, when including a Saturday night, must be for a minimum of two nights (including either a Friday or Sunday night). The terms and conditions apply.

10. Cancellation

Your right to cancel

Flexible Rate room bookings may be cancelled before 1pm United Kingdom (UK) time on the arrival date. If you cancel your reservation before 1pm on the day of 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 used 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 1pm UK time on the day of 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 ultimate Wi-Fi (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.

If you decide to shorten your stay you must inform reception at the hotel by 10am on the day you wish to check out. Otherwise, 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 following day. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

The first night of any booking made after 1pm UK time on the day of arrival, full payment will be taken and the cost of any meals and other extras booked for the following day is non-refundable in the event of a cancellation (including any “no show”).

After the cancellation period, the whole reservation becomes fully non-refundable including any associated meals and/or additional extras. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

Bookings amended within 3 days of arrival are outside of the cancellation period and are fully non-refundable and remain non-refundable despite any amendments to the booking (for example, irrespective of the amended date of stay no cancellation period applies). You can amend a booking outside of the cancellation period up until 1pm UK time on the day of arrival provided that.

(i) The amended booking is on a like for like basis (same rate type, same hotel, same number of rooms and type of rooms, and the same stay duration);

(ii) The first night of the amended booking is to occur within 18 months of the date you were first due to arrive (subject to availability);

(iii) Any subsequent amendments to the date of your booking are again within 18 months of the arrival date of your original booking (for example, if the arrival date of your original booking was 1st July 2021, irrespective of how many times you amend the booking the first night of your amended stay must always occur on or before 31st December 2022;

(iv) If the total value of the new stay is less than the original booking prepayment, any difference is forfeited.

(v) If the total value of the new stay is more than the original booking prepayment, the remaining balance is payable and payment in full is required at the time of amendment.

Any Advance Purchase room bookings are non-refundable and non-transferable. Full payment will be taken at the time of booking. A cancellation reference will be given and should be retained as proof of cancellation.

If you have made a group booking, our cancellation terms are as follows:

  • For 14 rooms or fewer, we will need full payment 14 days before arrival. This is non-refundable, but you can cancel your booking free of charge if you do so before this time.
  • For 15 rooms or more, we will need 50% deposit, 28 days before arrival and the balance 14 days before arrival. These payments are non-refundable, but you can cancel your booking free of charge if you do so before we take a deposit.

Where you cancel (including any “no show”) a group booking and there is a non-refundable payment retained by us, this total amount is a cancellation charge to compensate the hotel for the cancellation and is not for any service.

Our right to cancel

Your breach,

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 but not limited to 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 are caused by an event outside of our control. This does not affect your statutory rights.

11. Arrival and departure

Rooms are available from 3 pm on the arrival date. Please let us know if you are likely to arrive after 11 pm.

Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card/passport details. Acceptable forms of identification are a passport, driving license, ID card or police warrant card.

Rooms must be vacated by 10 am on the day of departure. Failure to leave your room by this time may result in a late check-out charge.

12. Check-in online

Online Check-in is available at selected hotels.

If you wish to check-in online, you will need to make full payment online prior to arrival.

If any additions have been made to a booking, (e.g., Breakfast, Meal Deal) they must be paid for in full during the check-in online process. If the booking has been prepaid, any extras must be paid for with the same credit/debit card used to pre-pay the booking.

Bookings made on behalf of a guest can be checked in by either the original booker or the named lead guest, providing payment has been made in full. If the booking has not been pre-paid, the guest will need to pay for their stay during the online check-in process.

Where there are multiple rooms on one booking, all rooms on the booking will automatically be included when checking in online. You cannot check in some rooms only.

Details of the lead guest for each room in the booking must be entered during check-in together with their nationality and passport details (if required).

Bookings that have been checked in online cannot be amended online. Bookings made using a Business Account Card can be checked in online by the booker or guest.

Bookings made on behalf of a guest who will not have the booking card present upon arrival can be amended during the online check-in process provided the correct security information (username and password) is entered when prompted and full payment is made.

13. Hotel expectations of you (and your group)

You must not:

  • smoke anywhere inside the hotel premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on-site. Smoking on the hotel premises outside of the designated smoking area will result in a £150 fine;
  • cause any health and safety hazard to any of our team members or any of our guests;
  • bring any pets onto the hotel premises, except assistance dogs;
  • bring any potentially dangerous or hazardous materials or equipment onto the hotel premises;
  • use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills;
  • tamper with any fire alarms or emergency equipment or activate any call point unless in an emergency;
  • utilise the hotel rooms to store items (personal or otherwise) which could in the sole opinion of the hotel cause damage to the room, or be a risk to the health and safety of staff or property;
  • prevent the hotel management, housekeeping and/or maintenance staff from access to your hotel room(s) as and when required by the hotel, with housekeeping permitted full access at least once every two days;
  • remove, damage or destroy any the hotel property;
  • use any of the technology provided by the hotel to download or access any unlawful or obscene material or cause unreasonable disturbance to our other guests or any of the hotel staff.

COVID-19 (also referred to as Coronavirus): you must immediately notify us to the extent you or anyone staying with you (or on your reservation) is (i) self-isolating or (ii) should be self-isolating according to Government guidelines. In any event, the hotel reserves the right to cancel any reservations (before or during the stay) to the extent it is for self-isolation.

If you or your group cause damage or loss of any kind to the hotel, other guests, or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to the hotel on demand the amount required to make good or remedy such damage or loss.

You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market, or otherwise offer any of the hotel rooms for sale either on its own or as part of a combined offer. the hotel will not honour any reservations made in this way and does not accept any liability for doing so. If you are a Tour Operator and wish to book rooms at the hotel you should call us on 0333 090 7865.

If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, the hotel reserves the right to:

  • cancel your reservation with immediate effect and (if appropriate) eject you from the hotel premises;
  • cancel key cards;
  • restrict access to the hotel;
  • remove your items from the room and hotel, disposing of such items (at no cost and no liability) to a local charity to the extent such items are not collected from us within 7 days of removal;
  • retain all sums paid by you and/or charge you the full amount of your reservation; and/or
  • refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.

The hotel will not be liable for any refund or compensation in such circumstances.

The hotel reserves the right to decline or cancel reservations made and stays in progress, by those who have previously breached these terms and conditions (as may be updated from time to time), whether the reservation is in that name or not.

14. General

We reserve the right to:

  • change your room allocation and/or hotel location at any point during your stay for any reason; or
  • cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we have to cancel your booking(s), we will attempt to notify you and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.

Your information

We keep your data safe and secure. Full details about how we use your data are set out in our Privacy Policy. Like other commercial websites, this website and the system utilises a standard technology called cookies and web server logs to collect information about how the website and/or the System is used and how to improve them. Further details can be found in our Cookie Policy. By providing information about you and your booking group (as outlined in the Privacy Policy) when making a reservation, you consent (on your behalf and behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.

The contract

This contract is formed between you and us when we confirm your reservation. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.

Your rights

If you are a non-business customer, you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.

Our liability

We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.

We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.

If we breach these terms and conditions for reasons within our control, we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.

Save as prohibited by applicable law, we shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty or in any other way, for any indirect or consequential losses including:

  • loss of income, sales or revenue;
  • loss of business;
  • business interruption;
  • loss of profits or contracts;
  • loss of anticipated savings;
  • loss of data;
  • loss of reputation and/or goodwill; or
  • wasted management or office time.

Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether, in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.

Applicable law

These terms and conditions, their subject matter and formation (and any non-contractual disputes or claims) are governed by and construed in accordance with English law.

If you are a consumer, you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your reservation and/or stay at the hotel. We retain the right to bring proceedings against you for breach of these terms and conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from or related to your reservation and/or stay at the hotel.

Severability

If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.

All rights not expressly granted in these terms and conditions are reserved.

15. Contact us

If you require further information or have any questions regarding our website or these terms and conditions, then please write to us at care@aghotels.co.uk.

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