Terms and Conditions

UPDATED 9th SEPTEMBER 2014

Booking

On making your reservation you agree to accept the following terms and conditions.

You may book by phone or online on our website CranleighBath.com. To make a reservation we will require you provide: your name, home address, contact email and phone number. You will also need to provide detail of a credit or debit card to secure your reservation. Cranleigh is register and certified as PCI compliant so you can be assured your personal and credit card details will be kept secure. Cranleigh reserve the right to pre-authorise the provided card unto the full cost of the reservation.

On booking you will be provided with a confirmation, this will normally be provided to your email address. Please contact us within 24 hours to advise if any of the details are incorrect.

 

Holding of Credit / Debit Card Details

Cranleigh will hold credit card information, that is provided on making a reservation, for up to 7 days after your departure.    Cranleigh reserves the right to charge the provided credit or debit for the following items:

  • Advance purchase accommodation charges and extras added to your reservation, at the time of booking.
  • Cancellation charges in the event of cancellation within the cancellation period or in the event of a no show.
  • Accommodation charges and extras added to your reservation, which are not settled on your checkout / departure.
  • Additional charges to cover abuse or misuse of guest rooms or facilities at Cranleigh, maximum of £1000 per instance.

If you require to change the provided credit or debit card please contact us.

 

Payment Policy

Your card details are held as security for the booking in case of cancellation, or non payment of goods or services on departure.

PRE-PAYMENTS: Any booking requiring prepayment will clearly stated at the time of reservation. Pre-payments will be collected on the day of arrival at Cranleigh Bath. These will appear on your statement as “C, DS & TR Potter LTD”.  Any pre-payment will be deducted from full balance. Pre-payments are not subject to any additional surcharge.

PAYMENT ON CHECK OUT: All outstanding balances including: accommodation charges and additional extras, will be settled on your departure. You may pay using cash (UK Sterling), debit cards (Visa Debit, Mastercard Debit or Maestro) or credit cards (Visa, MasterCard or American Express).

Please be aware Cranleigh charges additional fees for using some credit cards and debit cards, these charges are as follows:
Credit cards (Visa, Mastercard) 2%,
American Express 2.5%,

You may use a UK Debit Card or Foreign Exchange Currency Card with chip and pin without any additional charge.

 

Cancellation Policy:

You may amend or cancel your booking free of charge up to 3 full days notice before your arrival date. If you cancel within 3 days or curtail your stay for any reason then the full amount detailed in your confirmation becomes payable. Please note that if you do amend or cancel your reservation we will issue a confirmation or cancellation notification to you either by E-mail, Post or Fax and that the booking is valid until you have received this.

Promotional Rates:

Some of our promotional rates are non-refundable. This will be clearly stated in the terms and conditions during the booking process.

If you have booked with a travel agent or online booking website (such as Booking .com, Laterooms, Hotels .com or Expedia) the terms and conditions may differ. If you need to amend or cancel your reservation you will need to contact your booking provider.

 

Reception

Cranleigh is a family owned business which means we do not have a full time reception desk. Our reception is operated at the following times:

Sunday – Friday: 8:30am – 1pm & 3pm – 7pm

Saturdays: 8:30am – 2pm

 

Access to Rooms

You will be able to access you room from 3pm (Sunday -Fridays) and 1pm on Saturdays. You are entitled to access your rooms for the entire duration of your stay until 10:30 am on the day of your departure.

 

Check In

For arrivals during our normal reception operating times we would like to personally greet and welcome you to Cranleigh. In addition we will provide you with information about:

  • Facilities at Cranleigh (parking, wifi, honesty bar)
  • Breakfast
  • Local Amenaties and Eating Out
  • Access to the City and Attractions.

If you intend to check in outside reception operating times please notify us by phone or email so we can make arrangements for your arrival. In this event a door entry code will be given so you can access Cranleigh and your room keys and information can be collected from the reception desk.

 

Room Servicing

Room Servicing occurs daily between 10am – 12:30pm. If you do not wish to have your room service please let us know or hang the “do not disturb” sign on your door.

In line with our environmental policy linen is change after every 3rd night. Towels will be change if they are left in the bath tub or shower area.

If you require any additional linen changes, extra towels or hospitality tray supplies please let us know during reception operating times.

 

Car Parking

Cranleigh has a small private car park (5 spaces) which are available free of charge, we do not reserve parking spaces. Please be aware that the car park is access by a narrow and steep drive. Due to the size of the car park turning around in not possible and to exit the car park you will be require to reverse up the narrow drive onto the road.

Alternatively you can park free of charge on Newbridge Hill.

 

Breakfast

Breakfast is included with all direct bookings made online on CranleighBath.com, by phone or at reception. If you have made a reservation with an online booking website or travel agent please check you booking confirmation. Breakfast can be added to any booking at a cost of £8 per adult / £5 per child per day.

Breakfast is served Monday – Friday – 8am – 9:30am, weekends and bank holidays 8:30am – 10am. A selection of hot and cold options will be available including a full English breakfast.

 

Smoke Free Policy

All guest rooms, public areas and grounds at Cranleigh are designated as Non-Smoking. No provisions are provided and  we kindly ask guest wishing to smoke to adhere to our smoke free policy which supplements regulations detailed in the Health Act 2006.

Smoking in guest rooms at Cranleigh will be considered as misuse, additional charge will be applied to ensure the room can be returned to smoke free condition.

 

Misuse of Guest Rooms

Misuse of guest rooms at Cranleigh is taken very seriously and includes but not limited to:

  • Damage to room, fixtures or fittings.
  • Smoking in guest rooms
  • Excessive noise.
  • Abusive behaviour towards staff or other guests.

If we consider that a room has been misused all guests in effected rooms will be asked to leave immediately. The full cost of your reservation will be charged to the provided credit or debit card. In addition we reserve the right to make additional charges, up to £1000, to restore the room it original condition and /  or to compensate other guest effected by your actions.

 

Contacting Us

You can contact us in the following ways: Telephone: 01225 310197, Email:stay@cranleighbath.com .