Frequently Asked Questions
How do I make a booking?
Bookings can be made either online via our website or by calling 01454 260502.
How secure is your website booking?
Our website booking system is secured using an industry standard encryption method which means that your personal data is protected at all times.
What happens if I have to cancel my booking?
If you need to cancel a booking please call our reservations department on 01454 260502 as soon as possible when you will be given a cancellation reference number. You will also be asked to provide written confirmation of your cancellation by fax or email. A cancellation charge may apply – please check your terms and conditions for details.
What is the payment process?
A credit/debit card is required to guarantee your reservation. Authorisation of the card will be required on arrival and payment for your stay is taken on departure. You can save up to 30% on our rates if you pay in advance – please see our Special Offers page for details.
What is a pre-authorisation?
When you make a reservation, there may be instances when we will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported loss or stolen. At this time, we may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation. However, we will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.
What’s the difference between a pre-authorisation and an actual charge to my credit card?
Pre-authorisations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.
How will I know if my card has been pre-authorised?
Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorised, our reception team and your credit card company can verify this.
How long will the pre-authorisation hold affect my available balance?
Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorisation procedures. These terms vary across the board, so it’s best to contact them for specific details.
Will the hold always equal the exact amount of my reservation?
In most cases, we will pre-authorise your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on your confirmation. If this does happen, we can explain why this has occurred.
What time can I check into my room?
You can check into your room from 3pm onwards.
What time do I have to check out?
You need to check out at 11am on the day of departure. On Sundays, for an additional £20 you can keep your room until 6pm. Ask us about our “Lazy Sunday” offer.
Which TV channels are available in the guest rooms?
Along with channels 1 to 5, you can also watch Sky News, Sky Sports News, the Discovery channel and Sky One in your room. Popular sporting events are shown live via Sky Sports and Setanta Sports in the lounge bar.
Is there high speed Wi-Fi at the hotel?
We offer Wi-Fi internet access free of charge within the guest bedrooms, public areas and meeting rooms.
Are there any disabled facilities?
We have a room equipped with grab rails in the bathroom, a pull alarm and a wider door for wheelchair access. Please call us for details.
How easy is it to park?
There is a large free car park.
It’s a special occasion – how do I organise champagne in my room?
To organise flowers, chocolates or champagne in your room please call our reservations department on 01454 260502.
Do I need to make a reservation for dinner?
It is advisable to make your reservation well in advance of your stay as our brasserie is extremely popular, especially on Friday and Saturday evenings and Sunday lunchtimes.
I am a vegetarian, do I need to give advance notice when booking my stay?
It is not necessary as there is always a vegetarian option available on the menu. However, for gluten free or any other special dietary requirement it is advisable to tell us when you make your reservation.
What are the restaurant opening hours?
Monday to Friday: 7.00am - 9.30am
Saturday & Sunday: 8.00am - 10.00am
Monday to Saturday: Closed however guests are still able to eat in the bar.
Sunday: 12.00pm - 3.00pm
Monday to Thursday: 6.30pm - 9.45pm
Friday, Saturday, Sunday & Bank Holidays: 6.30pm - 9.30pm