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Booking Terms and Conditions

The following terms and conditions (“Terms and Conditions”) apply to all bookings for accommodation (“Bookings”) at Adnams’ properties. We are Adnams plc, a company registered in England and Wales with company number 00031114.Our registered office address is at Sole Bay Brewery, East Green, Southwold, Suffolk, IP18 6JW.Our properties include: The Swan, Southwold; The Crown, Southwold; The Plough, Wangford; The Bell Inn, Walberswick; The Five Bells, Wrentham; The Cross Keys, Aldeburgh; and The White Horse, Blakeney (each, a “Hotel”).

Please take a moment to read these Terms and Conditions prior to making a Booking.

  1. Tariffs
    The tariffs, which include VAT, are subject to change without notice.Any meals or other items are only included where specified in the tariff description.At the time of Booking, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us.

  2. Payment
    To make a Booking, the lead guest must be aged 16 or over.

    We accept most major credit and debit cards excluding American Express and Diner Cards.

    Advance Purchase rates: If you have booked on our Advance Purchase Rate, full payment will be debited from your account at the time of making your Booking. The card you booked with must be presented on arrival, along with the appropriate ID and authorised in the presence of the card holder.If the issuer of your payment card refuses to authorise, we will not be able to process your Booking.Advance Purchase Rates are non-refundable, but we may be able to transfer your Booking to an alternative date, subject to availability and to you paying any difference in room rates for the alternative date (if applicable).

    Flexible rates: If you have booked on one of our Flexible Rates, a credit or debit card number is taken to secure the reservation. Payment will be taken on departure, except in case of a non-arrival or late cancellation - see paragraph 3 below. If you fail to pay your account in full on departure the full amount will be debited from the card used to secure the reservation. Flexible rates can be cancelled up to 48 hours prior to arrival at no charge. Should you cancel within 48 hours of arrival then the Hotel will take full payment of the booking value.

    Third Party reservations: For all third-party reservations payment will be taken on departure unless payment has already been taken by a third party, except in case of a non-arrival or late cancellation- see paragraph 3 below. If you fail to pay your account in full on departure the full amount will be debited from the card used to secure the reservation. Please note we are unable to accept personal cheques as a form of payment. Note: No Booking will be treated as confirmed until the details and/or payment described in this paragraph 2 have been provided and we have sent you an email confirming your Booking (“Booking Confirmation”).

  3. Cancellations
    Cancellation by you: In the event of a cancellation less than 48 hours in advance, the Hotel will charge the whole booked stay. During your stay, if you wish to shorten it, we kindly request you to inform our Reception Desk and our 48 hours cancellation policy still stands. We respectfully recommend that holiday/travel insurance is taken out by yourselves to protect you against the possibility of not being able to reach your holiday destination or in the event of a cancellation. Cancellations can be accepted for Web bookings by the Hotel direct or via email. If you have booked on our Advance Purchase Rate full payment is made at the time of making your Booking and this payment is non-refundable (but your Booking may be transferable – please see paragraph 2 above).

    Cancellation by us: We have the right at any time (giving as much notice as possible to the guest) to cancel the Booking in the event that the relevant Hotel or any part thereof is closed including (but not limited to) due to circumstances outside our control, including (without limitation) by reason of fire; flooding; unavailability or interruption of water, fuel, light or any other power supplies; renovations or redecorations, pandemic or epidemic, mandatory or voluntary compliance with any direction, request or order of any person having or appearing to have authority (local or national); strikes; lock outs or other labour disputes or shortage of staff.

    In exceptional circumstances, we may need to cancel your Booking (including after we have sent you our Booking Confirmation). In such circumstances, you will be given a full refund but we shall have no further liability to you arising out of such cancellation.

  4. Check-in and Check-out
    In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference, their passport/identity card/driving licence and a valid credit or debit card.These records will be kept for at least [12] months and are held in accordance with our Privacy Policy.

    Unless otherwise stated in our Booking Confirmation, your room will be available from 3.00pm on the day of arrival. For earlier arrivals, we do not offer an early check-in but luggage can be stored and taken to your room.

    All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel.Any non-secured reservation will be held until 4.00pm on the day of arrival at which time we will be entitled to re-let the room, unless you have notified the Hotel of a late arrival.

    Rooms must be vacated by 10.30am (unless otherwise stated in our Booking Confirmation). Failure to do so may result in a late departure fee of £20 per hour or part hour being charged. A late check-out can be requested with our Reception team and will be subject to availability and at the team’s discretion. This is chargeable at £20 per hour or part hour also and will be no later than 1.00pm.

    Rooms are subject to maximum occupancy rules set by the Hotel.If you would like further details please contact the Hotel.

  5. Dining at the Hotel
    If you have not made a reservation for lunch or dinner in our Dining Room or restaurant at the time of making your Booking, we strongly recommend that you do so in advance and prior to your arrival as we do not automatically reserve tables for residents of our properties and cannot guarantee a table being available. If you are on an Inclusive package you are still required to book your table at the time of reservation to avoid disappointment.

  6. Children
    Children are welcome at the Hotel and are chargeable on a bed and breakfast basis. Prices vary according to the age of the child/infant – please contact the relevant Hotel for further details. Guests over 16 years old are unable to occupy a slip/Z bed with two full paying adults and are therefore required to occupy their own room and will pay the full room rate. We allow well behaved children in the Dining Area and we do expect parents to ensure their children do not spoil the enjoyment of other guests whilst at the Hotel.

  7. Pets
    Guide dogs and assistance dogs are permitted in all our Hotels with prior arrangement. Other dogs may be permitted in some of our Hotels at our discretion – please contact the relevant Hotel for further details.

  8. Use of the Hotels
    You shall comply with all licensing, health and safety, hygiene and all other regulations relating to the Hotels, as well not cause any physical damage to the premises. Any damage caused to your room or the Hotel during your stay (including but not limited to specialist cleaning) and any Hotel property taken or lost (including room keys) will be charged to your credit/debit card upon or after departure.

    Guests are requested to conduct themselves appropriately at all times and not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff.We reserve the right to refuse accommodation or services or to remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached.In such circumstances, we shall have no obligation to refund you for any payments made in advance.

    Guests are not permitted to smoke in rooms or public areas and must use the designated outdoor smoking areas.

    We offer free WiFi internet access for guests’ general use. You will be required to enter your email address and agree to use our free WiFi fairly and appropriately.

  9. General
    While the Hotel have taken all responsible steps to ensure that the information contained in brochures, tariffs, leaflets or other advertising or promotional material is accurate, the same shall not be or be deemed to be a representation or warranty of the same. The Hotel reserves the right to alter, substitute, suspend or withdraw any service facility or amenity at any time (with or without notice) and the guest shall raise no objection in relation thereto.

    We cannot accept responsibility for valuables unless they have been deposited with the General Manager for safe keeping and such items are only accepted at the Manager’s discretion. If you park your car in our car park, you do so at your own risk and we do not accept responsibility for loss or damage however caused to your car or its contents (unless caused by our or our employees’ negligence).We will not be liable for any indirect, consequential or special loss or damage. Our total liability shall not exceed the value of the charges paid (or due to be paid) to us in the relevant Booking.

    Nothing in these Terms and Conditions shall be read or interpreted as excluding any liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

    The Booking and these Terms and Conditions and any non-contractual obligations arising in connection with them are governed by English law and the courts of England and Wales have exclusive jurisdiction to settle any dispute (including non-contractual disputes) arising in connection with the Booking and/or the Terms and Conditions.

  10. Personal Information
    Telephone calls may be recorded from time to time to help us improve the service we offer you.All personal information stored and used by us is done so in accordance with our Privacy Policy and Cookie Policy, which are available here.

The White Horse
4 High Street
Blakeney
Norfolk NR25 7AL