Terms & Conditions
TERMS & CONDITIONS
Pebble Hotels Limited
Registered in England and Wales
Registered Office: Beaulieu House, Roman Road, Dorking, Surrey, RH4 3ET
Company Registration Number: 05921582
Here are the terms and conditions relating to staying at a Pebble Hotel and using website.
Please allow up to 2 hours notice prior to your expected arrival for online bookings to be processed.
In these General Terms of Business, the following words shall mean:
1.1 In these General Terms of Business, the following words shall mean:
Client is the person, firm or company making a booking or staying at the Hotel;
Company means Pebble Hotels;
Hotel(s) means hotels operated by Pebble Hotels with which the Client makes a booking;
2. Application of Terms
2.1 These terms apply to all bookings to the exclusion of all other terms and conditions except to the extent that specific terms apply for a particular booking and have been signed in writing by an Authorised Representative of the Company.
2.2 Confirmation of a booking by the Client is deemed acceptance of these terms.
2.3 The term Client and Guest shall be used interchangeably in the Terms of Business and reference to any one of them shall be deemed to include reference to the other.
3.1 All published prices include VAT at the current rate.
3.2 The Hotel reserves the right to alter prices for any reason up to the date of booking or up to 12 weeks prior to arrival, whichever is the later.
3.3 After such dates, prices may only be altered to reflect a change in the rate of VAT or for any other reason outside of the control of the Hotel, in which case the changes will be notified to the Client. In the latter event, the Client may cancel the booking without cost.
4.1 All rooms and prices offered by the Hotel are subject to availability and the discretion of the Hotel Manager.
4.2 Limited numbers of suitable rooms may be allocated to individual rates, packages or promotions and, when these allocations are taken up, remaining available rooms may be offered to the Client at a higher price where the Client requires such rooms.
5.1 Any booking is provisional until the Hotel receives a guarantee. Bookings must be guaranteed for the first night’s accommodation by a major credit or debit card, by payment of a deposit or by agreement in writing with a company, travel agent or hotel booking agency. At the discretion of the Hotel, full prepayment may be required. At least 1 working day is required to process credit and debit card payments and 5 working days to process cheque payments.
5.2 Bookings made on Advance Purchase rate or package plans will be charged in full at the time of booking. No cancellations, amendments or transfers are allowed on these bookings. In the event of a room being cancelled or non-arrival 100% penalty will be applied.
6. Group, Conferences, Banqueting and Function Bookings
6.1 For group bookings (6 rooms or more), provisional minimum numbers will be required at the time of booking and the Hotel’s minimum charge will be based on those numbers. Once a group booking is confirmed, a contract of agreement will be submitted to the client by the Hotel. The client will have a period of 10 working days to review, amend and return a signed copy to confirm their agreement to the details. If a signed copy is not returned to the hotel within this time then all contract details will be deemed to be correct and will be subject to all clauses of cancellation.
6.2 Day and residential conference packages are based on a minimum of six persons the the size of function space allocated is based on the expected numbers of attendees.
6.3 At least 28 days prior to arrival, the Client will provide the hotel with up to date guest numbers and, if appropriate, a rooming list.
6.4 At least 14 days prior to arrival, the Client will provide the Hotel with final guest numbers. The final charge to the Client will be calculated using this number or the actual number attending, whichever is the greater, provided that the minimum charge is exceeded.
6.5 If any reduction is made by the Client to the final numbers in clause 2.4 less than 14 days prior to arrival, the Hotel reserves the right to charge the Client 50% of the per head charge for each guest not attending. If less than 3 days’ notice is given, each non-attending guest will be charged to the Client at the full price per head. If the actual number attending a conference is 90% or less of the final number booked, the Hotel may change the allocated function space.
6.6 All rooming lists are required 7 days prior to arrival at the hotel.
7. Arrival and Departure
7.1 Bedrooms are usually available from 2pm local time on the day of arrival. However, the Hotel is not in any way obliged to make bedrooms available to Clients at this time.
7.2 Departure is by 11am local time. Failure to check out by 11am local time will entitle the Hotel to charge an additional fee.
7.3 Where possible, at times of high demand when bedrooms are not available at the check in time, Clients may check in to the hotel and use all the Hotel facilities, subject to any rules and restrictions in place at the Hotel in respect of the use of such facilities, including but not limited to opening times, supervision of children and infants etc. whilst the accommodation is being prepared.
7.4 Clients who are aware that they will be arriving at the Hotel before 2pm local time should inform Reception prior to arrival. However, the Hotel cannot guarantee that bedrooms will be available at the time of arrival before 2pm unless booked from the previous day.
8. Car Parking
8.1 On-site parking is free to Guests and others users of the hotel, however, it is subject to availability and cannot be guaranteed.
8.2 The Hotel does not guarantee that a car park space will be available to Clients either at the Hotel or off-site.
8.3 The Hotel does not accept responsibility for damage to, or theft from, or theft of vehicles parked on the Hotel premises.
9. Cancellations, Amendments and Non-Arrivals
9.1 For individual bookings, there is no charge, and any deposit paid will be returned, if a guaranteed reservation is cancelled at any time up to 12noon local time on the day prior to the date that the Client is due to arrive at the Hotel, except to the extent that specific terms apply to a particular booking.
9.2 In the event of non-arrival or cancellation after 12noon local time on the day prior to the date that the Client is due to arrive at the Hotel and where the booking has been guaranteed, a charge equivalent to one night’s accommodation at the package rate at which the reservation was made will be levied. Normal terms of payment apply to these charges.
9.3 The Hotel reserves the right to offset any amount payable for such cancellation against the Client’s credit or debit card without prior notice or the approval of the Client, where applicable.
9.4 If the Hotel cancels before 12noon local time the day prior to the scheduled day of arrival, the Hotel’s liability to the Client will be no greater than the amount paid by the Client in respect of the booking.
9.5 If the Hotel cancels the booking after 12noon local time the day prior to the scheduled day of arrival, the Hotel’s liability will be limited to the charge for one night’s accommodation at the Hotel’s rate which applies at the time that the booking was made.
9.6 In the unlikely event that the Hotel does not, for any reason, have the required number and types of rooms available as per the booking, the Company reserves the right to relocate the Client to an alternative hotel of a similar standard in the same locality. The extra and reasonable accommodation expenses incurred for equivalent accommodation (for the first night only) shall at the Company’s discretion be paid by the Company. The acceptance of this alternative accommodation by the Client (which does not release the Client from its obligation to make payment to the Hotel in respect of the booking) shall be in lieu of all other liabilities or obligations that are hereby expressly excluded. The Client acknowledges that neither the Company nor the Hotel accept any liability for any loss or damage suffered by or caused to the Client in consequence of the relocation of the Client.
9.7 A cancellation number will be provided at the time of cancellation and this should be retained for future reference.
9.8 Cancellations and amendments for bookings made online can be made via the Pebble Hotels’ website at www.pebblehotels.com. When the booking is confirmed, a reservation number and access code will be supplied. This must be retained for access to the booking in the event of the need for cancellation and/or amendment.
9.10 Cancellation or Postponement of Group (6 rooms or more), Conferences, Banqueting and Function Bookings will result in the charges below becoming due. In each case, the percentage charge is based on the advance notice of cancellation given and applies to the estimated total cost of the booking:
Conferences Weddings, banquets and other functions
Up to 28 days 25% From 26 – 8 weeks 25%
From 28 -14 days 50% From 8 weeks – 14 days 50%
Less than 14 days 100% Less than 14 days 100%
9.11 The Hotel will try to re-let the allocated conference or function spaces and any related bedrooms and a reduction of the cancellation charge may be made if the Hotel is successful.
9.12 In addition to the charges payable in clause 3.1, the Client agrees to reimburse the Hotel for any costs incurred by it arising from the consequential cancellation of the Hotel’s arrangements with third parties.
9.13 Clients will be subject to the cancellation charges in clause 3.1 if bedrooms reserved by the booking are not taken up or cancelled or vacated early.
10.1 For weddings, banquets and social functions, deposits are payable as follows:
– On booking a non-refundable deposit £500.00
– 26 weeks before the event 40% of total balance
– 4 Weeks prior to the event The outstanding balance
For group bookings (6 rooms or more) deposits are payable as follows:-
– On return of signed contract 10% of total balance
– 26 weeks before the event 40% of total balance
– 4 Weeks prior to the event The outstanding balance
10.2 For bookings other than those in clause 10.1 such as conferences and meetings, the Hotel reserves the right to require payment of a deposit at any time prior to arrival, the amount being determined by the hotel. In all cases, if the Client fails to pay a deposit within seven days of being requested to do so, then the Hotel may treat the booking as cancelled.
10.3 In the event of cancellation by the Client, any deposit will be set against cancellation charges.
11.1 Settlement of the bill in full, less any advance payments, must be made prior to departure from the Hotel.
11.2 Upon arrival the Hotel reserves the right to request pre-authorisation of the Client’s credit or debit card or, where payment is to be by cash, request the client to place cash up to an amount of 1.5 times the room rate multiplied by the number of nights booked.
11.3 All major credit and debit cards are accepted. Personal cheques are not accepted. Company cheques are not accepted without prior clearance. Accounts may only be forwarded for payment on completion by the Client and formal acceptance by the Hotel of an application for credit facilities, which may be withdrawn at any time. Credit facilities are not offered to private individuals.
11.4 All sums are due for payment on presentation of the invoice. In the event of any query relating to the invoice, the Client must notify the Hotel within 7 days of the invoice date and the Client’s obligation to pay all outstanding balances immediately will not be affected.
11.5 The Hotel may charge interest at a rate of 4 percentage points per year above the Bank of England base rate on any outstanding balance before and after judgement.
12.1 Children aged 15 years and under must be accompanied by a responsible adult at all times to ensure that the children’s behaviour is appropriate for other guests within the Hotel.
12.2 At the discretion of the Hotel, children may be excluded from certain events or promotions where deemed unsuitable or inappropriate.
13. Rooms for Disabled Guests
13.1 The Hotels offer modified facilities for use by Guests with disabilities. As needs do vary, Guests are requested to check directly with the Hotel before booking.
13.2 Pebble Hotels is committed to improving accessibility for all customers within our hotels and users of our Internet site. The company undertakes where possible to make all properties “reasonably compliant” with the requirements of the Disability Discrimination Act 1995.
14. Dogs and other Pets
14.1 With the exception of guide and hearing dogs, no normal domestic pets are accepted at the hotel.
14.2 The Client is responsible for guide dogs and hearing dogs and will be liable for any damage, soilage or injury, however caused.
15.1 The Hotel reserves the right to judge acceptable levels of noise or behaviour of Clients, Guests or representatives, who must take all steps for corrective action as requested by the Hotel.
15.2 In the event of failure to comply with management requests, the Hotel may terminate the booking, stop any event immediately and / or ask the Client to vacate the Hotel premises immediately without being liable for any refund or compensation.
15.3 The Hotel has been designated a no-smoking area. Should you choose to smoke in your room the Hotel reserves the right charge you £75.00 to cover the cost of cleaning the room and for the disruption caused.
16. Right of Refusal
16.1 The Hotel reserves the right to refuse a Client, Guest or representative entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
17.1 It is the policy of the Hotel not to discriminate on the grounds of race, colour, nationality, religion, sex, marital status, age, ethnic origin or disability.
17.2 Clients, their employees, guests and all sub-contractors engaged by or on behalf of the Client are expected to adhere to this policy and the Hotel may, without incurring any liability to the Client, remove from the Hotel any person or persons offending against this policy.
18.1 No wines, spirits, beers or food may be brought into the Hotel or Hotel grounds by Clients, their guests or representatives for consumption or sale on the premises without the express written consent of the Hotel and for which a charge may be made by the Hotel.
19. Comments and Complaints
19.1 Any comments or complaint regarding the Hotel should be made to the Duty Manager at the time of visit so that the matter can be resolved immediately. Alternatively, write within 7 days to the Hotel’s General Manager.
20. Statutory Requirements
20.1 The Hotel is subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. These must be strictly observed by Clients, their guests and representatives.
21.1 Other than for death or personal injury caused by the negligence of the Hotel, the Hotel’s liability to the Client is limited to the price of the booking.
21.2 Unless the Hotel is liable under the above condition 21.1, the Client indemnifies the Hotel from and against any and all liability and any claims, proceedings or damages resulting or arising from the booking, event or function, the Client, guests or any outside contractors of the Client.
21.3 The Hotel will not be liable for failure to perform to the extent that the failure is caused by any factor beyond its reasonable control.
21.4 The Hotel does not accept any responsibility for the Client’s personal property nor those of its guests, employees, representatives, invitees or contractors including gifts, presents, seminar, conference, exhibition, or other corporate presentation material or such other items brought by the Client, its employees, Guests, representatives, invitees or contractors to the Hotel (cumulatively referred to as the “Client’s Property”). The Hotel may, at the request of the Client, provide personnel to assist in carrying, directing, placing, installing or setting up (as the case may be) the Client’s Property. The Hotel will not assume custody or control of such articles, which remain on Hotel premises at the owner’s risk. In such an instance, the Client acknowledges and accepts that the Client shall remain responsible for the Client’s Property and shall not hold the Hotel liable in any manner whatsoever.
21.5 The Client is responsible for any damage caused to the allocated rooms, its furnishings, utensils, fixtures and fittings and equipment in such rooms by any act, omission, default or neglect of the Client, its guests, employees, representatives, invitees or contractors and shall pay to the Hotel on demand the amount required to make good or remedy any such damage.
22.6 Clients should ensure that valuables are covered by the Client’s own insurance policy. The Hotel’s liability is limited to the terms of the Hotel Proprietors Act 1956, a copy of which is available at Reception in the Hotel.
22.7 Clients must report any loss of or damage to their property immediately on discovery to the Hotel’s Management or Security, and shall make themselves available to assist with any reports made by the Hotel to the police.
22.8 Clients shall not enter areas of the Hotel that are indicated as being closed to the public. The Hotel shall not be responsible for death, personal injury or loss or damage to property suffered by a Client and their Guests in such areas.
23. Third Party Liability
23.1 Neither the Hotel, the Company accept any liability for services rendered by third parties to Clients notwithstanding that such services may be arranged by the Hotel or the Company.
23.2 Any claim, demand, charge, suit or damages that may be incurred by the Client or their Guests (or any person claiming there under) shall be made directly with such third parties and the Hotel shall render all reasonable assistance in this regard.
24.1 The Client is recommended to have and is responsible for insurance to cover cancellation, curtailment, and loss of baggage, personal effects and money.
25. Data Protection
25.1 The information provided by the Client may be processed by the Company, and/or the Hotel for the purposes it has notified to the Data Protection Registrar. By confirming the booking, the Client consents to this processing of the information.
26.1 These terms will be construed in accordance with English law and the Hotel and the Client submit to the non-exclusive jurisdiction of the English courts.
27. Internet Facilities
27.1 Internet facilities are provided by third party providers. Where these facilities are available in Hotels, the Client acknowledges that there may be disruption to the connection without prior notice and the Hotel shall not be liable whatsoever for such disruption. The Client further undertakes not to use the facility for any fraudulent purpose or in connection with any criminal offence and in contravention of any license and will indemnify the Hotel and the Company against any claim, demand, suit, proceeding or prosecution arising therefrom.
28. Website Information
28.1 Pebble Hotels cannot accept responsibility for any errors or omissions and reserve the right to cancel, amend or vary the arrangements featured in the site without notice.
29.1 The content of each page of this Internet site is the property of Pebble Hotels. No part of our website may be reproduced, displayed or republished in any form without prior consent, except that permission is granted to a user to print or photocopy individual articles or entire pages from our Internet site, provided that this is for personal use only.
29.2 The Hotel’s name, telephone number and facsimile numbers, logo and the name Pebble Hotels Ltd and derivatives must not be used in any advertising or publicity without the express prior written consent of the Hotel’s General Manager.
29.3 The information contained in this Internet site is provided in good faith. The use of any information from this site is entirely at the risk of the user. Pebble Hotels will not be liable for any costs, losses, expenses or damages (whether direct or indirect, special, economic or financial) that may be incurred through the use of any information contained in this Internet site or in any other Internet site linked from it.