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.
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.
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
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”).
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
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.
- 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 
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.
- 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.
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.
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.
- 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
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
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.
- 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