Booking Terms & Conditions
AG Hotels Group
These are the terms and conditions that apply when you reserve a room at the hotel using one of our digital channels (such as our website, 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. These are published on the relevant digital channel.
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. We reserve the right to request valid photographic proof of identity on check-in.
You will need to provide your credit or debit card details to secure your reservation. The hotel accepts Visa, MasterCard, American Express and Diners Club 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 contact 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 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 firstname.lastname@example.org.
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.
Flex 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.
Advanced Purchase and Book Direct: Reservations are non-refundable, non-cancellable and non-amendable. Full payment will be taken at the time the booking is made.
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.
The hotel has rooms that are specially adapted for customers with special abilities.
7. Special requests
Although the hotel will try to accommodate special requests, all rooms and requests are subject to availability and hotel’s discretion.
Meals may not be part of the room price until it is included at the time of booking.
You may add breakfast and/or a meal (if available) when you make your reservation or during check-in.
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, Diners Club, Maestro and Electron). 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.
Your right to cancel
Best Available Rate or Flexible room bookings may be cancelled before 1 pm United Kingdom (UK) time on the arrival date. If you cancel your reservation before 1 pm 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 within 7 to 10 working days, although 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 1 pm 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 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.
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.
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.
- you have previously breached 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.
Force Majeure We may cancel your reservation if an event outside of our reasonable 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 has occurred or is anticipated to occur) means that we are unable to make your room available to you due to any of the aforesaid circumstances.
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 3pm on the arrival date. Please let us know if you are likely to arrive after 11pm.
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/11 am (as applicable) on the day of departure. Failure to leave your room by this time may result in a late check-out charge.
12. 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 £200 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 of 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.
In the event of bed bug concern, you must immediately notify us and cooperate with us. The hotel reserves the right to cancel the reservation (before or during the stay) if it is determined that a guest has brought in bed bugs or has failed to cooperate with our efforts to resolve a bed bug issue. We take these measures to ensure the wellbeing of our guests and maintain clean and comfortable environment.
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.
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.
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.
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.
We accept liability for death and personal injury arising from our sole negligence. We do not seek to exclude our liability for fraudulent misrepresentation by us directly, as long as it is not malicious or deliberately intended to harm the reputation or operation of the hotel.
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.
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 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 any of the 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.
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.
14. Contact us
If you require further information or have any questions regarding our website or terms and conditions, then please write to us at email@example.com.
AG Hotels Group is the trading name for AG Hospitality Services Limited. Company Number 12002003.
Registered Office: Office 1, 21 Hatherton Street, Walsall, England, WS4 2LA