Terms & Conditions

Carlton Hotel Cancellation Policy

1. Refundable Booking

  • Cancellation Window: You may cancel your reservation without any charge up to 24 hours before your scheduled arrival.
  • Late Cancellation/No-Show: If you cancel within 24 hours of your arrival, or fail to show up, a cancellation fee equivalent to the cost of whole stay will be charged.


2. Non-Refundable Booking

  • Immediate Payment: Full payment is required at the time of booking.
  • No Refund: This booking option is non-refundable, meaning no refunds will be issued in the event of cancellation or no-show.
  • Transferability: Non-refundable bookings are non-transferable unless explicitly stated otherwise in the booking terms.


3. Group Bookings (5 rooms or more)

  • Cancellation Terms: Cancellations for group bookings must be made at least 7 days before the scheduled arrival date to avoid a cancellation fee. If canceled within 7 days of arrival, a fee equivalent to the cost of one night's stay per room will be charged.
  • Deposit: A non-refundable deposit may be required at the time of booking, especially for large group reservations or during peak seasons. This deposit will be applied toward your final bill.


4. Special Events and Packages

  • Varied Terms: Cancellations for special events or specific packages may require at least 14 days' notice to avoid a fee, which could be up to the full cost of your stay. Please refer to your booking confirmation for specific details.
  • Advance Payment: For special event bookings, the full payment or a deposit may be required in advance. This payment is generally non-refundable unless otherwise stated.


5. Modifications to Your Booking

  • Availability and Charges: Modifications are subject to availability and may incur additional charges. The same cancellation terms apply to the modified booking.
  • Amendment Policy: Any amendment to your booking must be made through our reservations team, and additional terms may apply depending on the nature of the change.


6. Force Majeure

  • Uncontrollable Events: Carlton Hotel is not liable for cancellations due to force majeure events, such as natural disasters, pandemics, or government actions. In such cases, we will strive to offer reasonable alternatives, such as rescheduling your stay, or refunds where applicable, but this is not guaranteed.
  • Insurance Recommendation: We strongly recommend purchasing travel insurance that covers cancellations due to unforeseen events, including force majeure.


7. Refunds

  • Processing Time: Any applicable refunds will be processed within 14 business days to the original payment method.
  • Currency and Transaction Fees: Refunds will be issued in the currency used for the original booking. Any differences in exchange rates, or bank and transaction fees, are the responsibility of the guest.


8. No Waiver

  • Enforcement of Terms: Failure by Carlton Hotel to enforce any part of this policy shall not constitute a waiver of our rights to enforce any remaining parts of this policy.


9. Severability

  • Legal Validity: If any part of this cancellation policy is found to be invalid or unenforceable by a court, the remaining sections will remain in full effect and enforceable.


10. Contact Information

  • Assistance: For any questions or to cancel your booking, please contact our reservations team at [hotel phone number] or via email at [hotel email address]. Our team is available to assist you with any inquiries or concerns you may have.


11. Legal Compliance

  • Consumer Rights: This policy complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Your statutory rights are not affected.


By booking with Carlton Hotel, you agree to these terms and conditions. Please keep a copy of this policy for your records.

Terms and Conditions

1. Prices and Taxes

  • Room Rates: All room rates are quoted per room, per night, and include VAT unless otherwise stated. Prices are subject to change without notice; however, your rate is guaranteed once your booking is confirmed.
  • Additional Charges: Additional charges may apply for extra services such as parking, meals, and use of certain facilities. These charges will be clearly indicated at the time of booking or upon request.
  • Tourist Taxes: Any applicable local or tourist taxes will be added to your final bill at check-out.


2. Payment and Terms at Check-in/Check-out

  • Payment Methods: We accept major credit/debit cards and cash. Full payment for non-refundable bookings is required at the time of booking. For refundable bookings, payment is due upon check-in unless otherwise stated.
  • Check-in/Check-out Times: Standard check-in is from 3:00 PM, and check-out is by 10:30 AM. Early check-in or late check-out may be available upon request and may incur additional charges.
  • Identification: Valid photo identification and the credit/debit card used for booking may be required at check-in.


3. Traveling with Minors

  • Accompanied Minors: Guests under the age of 18 must be accompanied by a parent or legal guardian. Proof of age may be required.
  • Child Rates: Children under [insert age] stay free of charge when using existing bedding. Additional charges may apply for extra beds or cots.
  • Supervision: Parents or guardians are responsible for the supervision of minors at all times during their stay.


4. Accessibility or Special Needs

  • Special Requests: We will do our best to accommodate any special needs or requests, subject to availability. Please inform our reservations team in advance.


5. Parking

  • Availability: On-site parking is available for guests. Parking spaces are limited (up to six) and subject to availability and reservation.
  • Charges: Parking fees may apply and will be indicated when booking or upon arrival.
  • Liability: Carlton Hotel is not responsible for loss or damage to vehicles or their contents while parked on hotel property.


6. Hotel Events

  • Private Events: The hotel may host private events during your stay. We strive to minimise disruption to our guests, but some noise may be inevitable.
  • Event Access: Certain areas of the hotel may be restricted during private events. Guests will be informed of any restrictions upon arrival or during their stay.


7. Electronic Devices and Smart Rooms

  • Smart Room Features: All Carlton Hotel rooms are equipped with smart technology, including automated lighting, climate control, and entertainment systems. Instructions for using these features are provided in the room.
  • Device Use: Guests are responsible for appropriately using all electronic devices provided in their rooms. Any damages or malfunctions caused by misuse will result in additional charges.
  • Data Security: While we take measures to secure the smart technology systems, guests are responsible for ensuring their personal devices connected to the hotel’s network are secure. Carlton Hotel is not liable for any data breaches or losses related to the use of the hotel's electronic devices or network.


8. Dispute Resolution/Issues

  • Complaint Procedure: If you encounter any issues during your stay, please notify the hotel management immediately. We will make every effort to resolve your concerns promptly.
  • Governing Law: These terms and conditions are governed by the laws of England and Wales. Any disputes that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales.


9. Use of Personal Information

  • Data Collection: Carlton Hotel collects personal information necessary to fulfill your booking and provide the best possible service during your stay.
  • Data Protection: We comply with the UK General Data Protection Regulation (GDPR) and other applicable data protection laws. Your data will be handled securely and not shared with third parties without your consent, except as required by law.
  • Consent: By booking with us, you consent to the collection, use, and processing of your personal information as described in our Privacy Policy.


10. Liability

  • Guest Safety: Carlton Hotel takes guest safety seriously. We are not liable for injuries, damages, or losses sustained during your stay unless caused by the negligence of the hotel or its staff.
  • Personal Belongings: The hotel is not responsible for the loss, theft, or damage of personal belongings. We recommend using the in-room safe for valuables.
  • Third-Party Services: The hotel may provide information about or access to third-party services. Carlton Hotel is not liable for the quality or performance of these services.


11. Force Majeure

  • Definition: Carlton Hotel is not liable for failure to perform any of its obligations under these terms due to events beyond its control, including but not limited to natural disasters, pandemics, strikes, or governmental actions.
  • Response: In the event of force majeure, we will make reasonable efforts to offer alternative arrangements or refunds where applicable, but this is not guaranteed.


12. Third Party Rights

  • Non-Beneficiaries: These terms and conditions do not confer any rights to any person or party who is not a party to the booking agreement. The Contracts (Rights of Third Parties) Act 1999 shall not apply.


13. Waiver

  • Non-Waiver: Failure by Carlton Hotel to enforce any part of these terms and conditions does not constitute a waiver of our right to enforce any remaining terms.


14. Severance

  • Severability: If any part of these terms and conditions is found to be invalid or unenforceable by a court, the remaining parts will continue in full force and effect.


15. Contact Information

  • Inquiries: For any questions regarding these terms and conditions, please contact our reservations team at [hotel phone number] or via email at hello@carlton-suites.com.


By making a reservation with Carlton Hotel, you agree to these terms and conditions. Please keep a copy for your records.