Terms & Conditions

UPDATED: 12th May 2016


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 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.


Room Occupancy

Your booking confirmation will state the included occupancy of the room(s) booked. On booking you will be asked to provede the number of adults (aged 18 years and over) and children (aged 5-17 years).  To increase or decrease the number of room occupants you will be required to amend your reservation in line with the cancellation policy. Cranleigh does not allow the maximum occupancy of the guest rooms to be exceeded.


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. Prepaid reservations made though cranleighbath.com will appear on your statement as “C, DS & TR Potter LTD”.  Any pre-payment will be deducted from full balance.

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).


Cancellation Policy:

Flexible Rates:

Credit card details will be taken during booking to secure the reservation. No deposit or prepayment is taken at the time of booking,

You may amend or cancel your booking free of charge up to 3 full days before your arrival date. If you cancel within 3 days of your arrival 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 the booking is valid until you have received this.

Advance Purchase / Prepaid Rates:

Full payment will be taken within 24 hours of making the reservation. If you wish to cancel or curtail your stay for any reason refunds will not be issued. On booking you will be issued with a booking confirmation. You must notify Cranleigh of any errors within 48 hours of making the reservation. We are happy to correct any genuine errors within this 48 hours timescale.

Amendment are only permitted at the discretion of Cranleigh’s management up to 30 days prior to your arrival. During this period Cranleigh will accept requests to change the date of arrival / departure or the type of room required. Please be aware any increase in rate will be charged at this time. Refunds are not issue if the amended cost of stay is less that the original booking.

You may transfer your stay to another person without penalty.



Our reception is between 8am and 7pm. An on call duty manager is available outside these times.


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.

From Monday 6th April you will have access to you room until 11am at the latest.


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 10:30am – 1pm. 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 4th 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 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 to Friday: 7:30am – 9:30am
  • Weekends and bank holidays: 8am – 10am

A selection of hot and cold options will be available including a full English breakfast.



Children aged 5 year and over are welcome to stay at Cranleigh.


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.


Pets & Animals

Assistance and service animals are welcome to stay in guest rooms if required, please contact us and advise of any special arrangements. Pets are not permitted.


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 .