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Well House Manor - Accommodation Terms and Conditions - (v 1.2)

Introduction


These are the terms and conditions for guests booking rooms to stay at Well House Manor in Melksham, Wiltshire. They are written so that "you" - the guest and "we" - Well House Consultants Ltd, the owners and operators of the accommodation - are all clear as to what is provided and what isn't, and also to help explain what happens in almost any circumstance.

We have tried to use plain English where possible, and adopt the principle of reasonableness in everything written. Please ask us if you have any questions.

These terms may be updated at any time. If they are, the new terms will be applied to any subsequent bookings but the old ones will remain in force for bookings already confirmed.

This page is our terms and conditions for hotel accommodation
See Eventterms for terms and conditions for events and conferences
See Courseterms for terms and conditions for training courses

Booking


1.1. Accommodation prices that you will be quoted are per room, per night and include internet access, and a continental breakfast for one or two persons (depending on your booking). The price quoted also includes taxes.

1.2. When we confirm the booking, we'll confirm the price back to you too and that's the price you'll pay. Prices may be changed from time to time, so you may find that you are offered a different price for a future stay, or if you re-enquire after we have reviewed our prices.

1.3. There is one exception to the "what we quoted is what you pay" rule - we do reserve the right to change the price if there is a change in taxation between the date that you book and the date that you stay. In such a circumstance we would make every attempt to let you know of the effect of the tax change as soon as we knew ourselves.

1.4. We usually confirm bookings back to you with a confirmation email (we can confirm by fax or post if asked, or in person if you visit us to make the booking) and until you receive this confirmation your booking is regarded as provisional. This is to ensure that both parties are covered in the event of an email requesting a booking getting lost / misrouted / spam trapped.

1.5. We require the details of your valid credit or debit card to guarantee the booking. We may check with our card processing centre that the card will be honoured in due course, but we do NOT as a matter of course charge you until you are staying with us. At that time, you may pay on the same card, a different valid card, or in cash. We may ask you for a deposit, to be held until checkout, if you do not wish to guarantee your booking to a card.

1.6. With prior arrangement, we can open account facilities for companies who wish to book regularly with us, or who wish to take the majority of our rooms for a period of 3 or more days. For such large bookings booked directly with our reservation office or via our web site, we may be able to offer a lower "contact rate" for the rooms. If you do not pay your account in full within the time we allow for such facilities, the contact rate will no longer be applied and you will then have to pay the regular rack rate for all outstanding bills and bookings.

1.7. If you wish to change the names of the people who are staying with us, please let us know. We can do this at no charge (even after the cancellation deadline) but we may need fresh credit card details from the new guest. Such changes need to be made ahead of time (even if just a few minutes ahead of time) as our front desk staff are unable to complete the check in procedure for a reserved room for anyone except the person for whom it is reserved.

1.8. Our hotel is not insured for guests under the age of 14 years, and does not have facilities for children. So regrettably we must decline bookings for anyone aged up to and including 13 years.

1.9. We do not accept bookings made for other purposes than booking a bona fide stay at our hotel (for example to assist in a Visa application to the UK) and any such bookings made will be considered void and we will charge an administration fee of 100 pounds per room.

1.10. Passport, visa and health requirements for you and your party are your responsibility. You are strongly recommended to obtain travel insurance against cancellation.

1.11 We can accept bookings for guests travelling with dogs and certain other pets. Dogs must be notified to us at the time of booking, and must not be taken into the breakfast room. Other pets on a case by case basis. You attention if travelling with a pet is drawn to clauses 2.7, 3.11 and 3.13 which make you responsible for them, their behaviour, and the consequences thereof

Arrival


2.1. Your room is available from 3 p.m. on the day you are scheduled to arrive. If you wish to arrive earlier, please let us know and we will do our best to accommodate you. For example, we can usually help if you're coming to the area for a wedding and need to change before going on to the Church.

2.2. We hold your room for you all night, but please let us know if you're expecting to be arriving late. If you arrive after 10 p.m. and we weren't aware that you might be coming late, you may have to wait up to 5 minutes (10 minutes after midnight) for us to check you in. Our freephone number - 0800 043 8225 - is available 24 hours a day for you to contact us.

2.3. If you are arriving in Melksham by Train or on the National Express coach service from London, please let us know ahead of time and we can meet you off the train or coach. This is a complimentary service, and applies to services arriving in Melksham only. If you are arriving via Chippenham station, there are usually taxis available for hire there. Call us on 0800 043 8225 in an emergency.

2.4. If you expressed a preference for a particular room, or a particular preference of another sort (such as for a bath rather than a shower) we will do our best to honour this request. Our systems are set up in such a way that it is very unusual for us not to be able to meet such requests but we're sure you'll understand that if we had (for example) an equipment failure just before you arrived we may have to move you around. We make every attempt to provide everything we advertise, but we are not liable for a failure to provide beyond our reasonable control.

2.5. If you have booked a room with us, but have changed your plans and won't be staying after all, please let us know as soon as possible, and at the very latest by 11 a.m. on the day you were due to arrive. If you have a confirmed room but don't let us know of a cancellation until after 11 a.m. on the day we were expecting you, or if you simply don't turn up, we will charge the card on which you guaranteed the room for the first night of your stay.

2.6. We reserve the right to make an administration charge of 100 pounds on each room booked on potential guests or booking agencies who: (a) repeatedly book rooms and cancel them subsequently or (b) book rooms on a "just in case we need it" basis, or (c) delay letting us know of any cancellation once their plans have changed or (d) book then cancel to obtain a lower rate. We rarely make these charges, but our decision to do so is final.

2.7. We reserve the right to deny you your checkin if we feel that there is a significant risk to yourself or our other guests or our own security. It would be highly unusual for us to invoke this right, but we might do so if we believed you to be under the influence of alcohol, or if we believed that details given on your booking were incorrect. These are just examples, and our decision is final and does not need to be explained. The booking will be considered cancelled at that point, but we will not make any cancellation charge unless it is clear to us that the information you supplied was false at the time of booking or that you agreed to these terms when you or your group could clearly not meet them.

During your stay


3.1. You are welcome to come and go as you please (your room keycard also operates the front door, and the training room door if you are on a course) and to park your car in our car park throughout your stay. Car parking is in the open, but we do also have a small lockable garage where guests are welcome to store their motorbikes and pedal cycles. We are in a residential area, so please be considerate of our neighbours.

3.2. You are welcome to invite your friends, relatives and business contacts, local taxi companies, etc, to drop you off and pick you up. Please tell them to help themselves to a complimentary cup of tea or coffee in our lounge.

3.3. Bedrooms are let for single or double occupancy; please respect the room limit placed on your booking and let us know if you wish to change it. But we are proud of our rooms and will be delighted if you want to give anyone who is visiting you at the hotel a brief look at the room you are staying in, or have a short meeting there.

3.4. You are welcome to have food delivered (or collect food) from one of the many take away restaurants in Melksham, and to make use of the facilities of our "Whitworth" breakfast room to eat your meal. You'll find a microwave oven in the customer lounge area for your use, and cutlery and crockery near the breakfast buffet. It is your responsibility to pay directly for any food you have delivered - we cannot add it to your bill.

3.5. You are welcome to use the wired internet connection that's available in every bedroom, or the wireless connection, during your stay and we make no additional charge for this facility. We do have an AUP (acceptable user policy) which we ask all guests to adhere to and is printed in the in-room information pack; this does not exclude anything that we consider to be normal internet use - it does (for example) stop you sending out unsolicited bulk email (Spam) through our connection.

3.6. Breakfast is available from 7 a.m. to 9 a.m. during the week, and from 8 a.m. to 10 a.m. at the weekend in the Whitworth Breakfast room, and is included in the room price. Please let us know of any food allergies ahead of time so that we can do our best to provide a suitable meal. Arrangements can be made for early and late breakfasts with prior notice, and we can also arrange breakfast for additional visitors, for which we may make a charge.

3.7. Our library at Well House Manor includes a wide range of printed and other materials that you are welcome to use during your stay, and on site. You are also welcome to add to the library, ownership passing to us on such items. In particular, we encourage guests to contribute books based on their faith and beliefs; we are not experts in this field and welcome our customer's wide diversity. Please note that we do not guarantee that any particular item will be in our library during your stay, even if you have seen it mentioned on our web site or elsewhere, and we reserve the right to withdraw any item at any time.

3.8. If you wish to smoke, there is a designated outside area where facilities are provided. All of our public areas are no smoking (that's the law) and our bedrooms are all nonsmoking too.

3.9. Electrical equipment that you use must comply to relevant IEE regulations and safety standards.

3.10. We reserve the right to approve any externally sourced entertainment, services or activities that you have arranged and cannot accept liability for any resultant cost. Should you be unable to correct any aspect or activities to our satisfaction, we reserve the right to terminate your stay. You will, however, be liable for the full cost of your stay.

3.11. Any abuse (verbal, physical or threatened) against us, our staff or other guests by yourself, your party, or your pets is completely unacceptable, and may result in the immediate termination of your stay. In such circumstances we will call the police if we consider it appropriate to do so, and you will be liable for the full cost of your stay.

3.12. You should take care of your property (including your vehicle) while on our premises, as it is at our hotel at your risk. We are currently installing CCTV cameras in the car park and other public areas to help in your security and ours, but nevertheless responsibility for your property remains with you.

3.13. The costs of repairing any damage or loss caused to our property, contents or grounds by you, others on your booking, your pets, and people coming to the hotel on your invitation must be paid by you to us. It is also your responsibility to comply with any licensing laws and statutory regulations that govern your stay.

3.14. Please ask any member of staff if you require information or assistance - we're delighted to help to the best of our knowledge and ability.

3.15. If something arises during your stay that needs our attention - perhaps something isn't quite right for you - please bring it to the immediate attention of any one of us. We will do our very best to provide a solution to the problem raised, and all of our team members are able to escalate the issue as appropriate to the management. Please do not leave issues until it's too late for us to do anything about them.

3.16. If you do not comply with these terms, and you do not take appropriate action when this is pointed out, we reserve the right to ask you to check out straight away. In such a circumstance, you will be liable for the full cost of your booked stay.

Checkout and departure


4.1. Unless previously agreed, you must pay your full bill before you leave. We accept credit cards (Visa, Mastercard and American Express) debit cards (Maestro), and cash. We do not accept other cards such as Diners Club. It is your responsibility to have valid and accepted means of payment.

4.2. You may check out at any time from 06:30 to 11 a.m.; please let us know if you wish to leave earlier and we can complete the procedure the night before.

4.3. If you wish to retain your room for a short period after 11 a.m., please ask as early as possible and we may be able to assist, but please bear in mind that we have to have all rooms ready for the following guests by 3 p.m., and if your extension prevents us meeting this deadline we will need to charge you for a further night.

4.4. If you wish to extend your stay, please give us good notice and we'll do our very best to accommodate you - but we can be busy at times so it is not always possible. Where practical, we will extend your stay in the same room unless you request otherwise.

4.5. We offer a complimentary lift at the end of your stay to Melksham railway station or to the National Express Coach stop. Please arrange this with us the night before your leave at the latest.

4.6. Departing guests are welcome to leave their luggage with us for storage until the evening of the day they have checked out. This means you can do a day's work and then pick up your cases on the way to the airport.

4.7. If you leave something behind, we'll let you know if we're able to identify an individual item down to an individual guest. Perishable goods (such as food items) will be kept for as long as practical, and other items until claimed (or for up to six months). Small and light items will be posted to a UK address with our compliments (but at your risk); other items can be collected or we can make arrangements to ship them on a per item basis.

4.8. You are welcome to take your room keys with you as a souvenir. Note that your room keys expire at 11 a.m. on your day of departure, so they will not give you access to the hotel later. Should you wish to purchase towels, network cables, information folders or other hotel goods, please ask a member of staff and if practical we will supply you with a new product. If you take such good with you without asking, we will assume that you wish to purchase them and will charge your payment card accordingly. There is a 10 pound handling fee for this service, and the goods taken will be charged for as if they were new. If you find that you have accidentally taken a book, a towel, a DVD or similar with you, please let us know straight away so that we can arrange to have it returned rather than charging you.

General


5.1. Your booking is governed by English law and is subject to the exclusive jurisdiction of the English courts. Our booking confirmation and these terms represent the entire agreement between Well House Consultants and yourself. You confirm that you have not entered into the contract with Well House Consultants on the basis of any representation not expressly incorporated into these documents.

5.2. These terms and conditions apply to all guests resident at Well House Manor. There is one exception - if your room is booked as part of a Well House Consultants run training course, to be paid for with payment for the course, our training terms and conditions will apply where they differ from the conditions above; that is mostly in the area of cancellation terms and payment.

5.3. Please let us know of any suggestions you have as to how we can improve our service - from first booking through to final departure - as we're always striving to make our service even better.

5.4. We hope you enjoy your stay at Well House Manor and recommend us to friends and colleagues. And we look forward to seeing you again next time you are staying in the Melksham area.

Well House Consultants Ltd
Registered office and HQ - 404, The Spa, Melksham SN12 6QL
Accommodation phone lines 01225 709638 and 0800 043 8225

For Accommodation at Well House Manor
48, Spa Road, Melksham, SN12 7NY
Web Site http://www.wellhousemanor.co.uk

Version 1.1, current for bookings confirmed from 1 December 2008
Now Version 1.2 for bookings confirmed from August 2012. (Change - Pets are now allowed)

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© WELL HOUSE CONSULTANTS LTD., 2014: Well House Manor • 48 Spa Road • Melksham, Wiltshire • United Kingdom • SN12 7NY
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