RESERVATIONS, DEPOSIT & PAYMENT
A 10% non-refundable deposit is required to secure a reservation and will be charged to the credit card provided upon making a booking.
The balance of payment for the cost of your stay is required 30 days before your arrival date.
For UK residents we ask that full payment is made by bank transfer and we will email an invoice with our bank details.
For non-UK residents an invoice and secure online payment link will be emailed to you for credit card payment.
If the payment of any outstanding balance is not completed within 7 days of receiving the final invoice, your booking may be cancelled and the deposit paid will be forfeited.
Bookings made within 30 days of your arrival date are payable in full and 100% of the payment will be taken using the credit card provided on booking.
Check in is between 4pm and 7pm. Please contact us for earlier or later arrivals and we will do our best to accommodate.
Departing guests are kindly asked to vacate their rooms by 10am. We are happy to store luggage for later collection.
Sorry, we cannot accommodate children. All guests must be aged 18 or over.
PAYMENT FOR INCIDENTALS
For incidentals, we accept payment on departure by cash, credit and debit cards. We are also happy to accept payment by bank transfer.
If you need to cancel a booking then please do contact us as soon as possible.
In the event of a cancellation 30 days or more prior to your arrival date you will refunded any payment made other than the 10% non-refundable deposit (administration fee).
In the event of a cancellation less than 30 days before your arrival date all payments made are non-refundable. However, we reserve the right to waive this cancellation fee if we are able to re-let the room(s).
Non-arrivals will be considered as cancellation within 30 days and all payments made are non-refundable.
We strongly advise taking out travel insurance to cover any unforeseen circumstances.
CANCELLATION BY US
In the unlikely event that we need to cancel your booking, please be aware that we cannot be held liable for circumstances beyond our control and that our liability to you is limited to the refund of any balance payment made.
Where possible, please provide a mobile contact number in case of emergency.
Under the Immigration (Hotel Records) Order 1972, all hotels, guest houses, bed & breakfasts, etc. must keep a record of the full name and nationality of their guests over 16 years of age. Non UK citizens must also record the number and place of issue of their passport, their nationality and their next destination. To that end, a Guest Registration form must be completed upon arrival.
DAMAGE / BEHAVIOUR
An awkward topic but... any damage in the room caused by misuse (such as smoking or preparation of foods) or carelessness, will be charged to the credit card provided along with any lost rental night/s associated with this. Damage to a room can have costs ranging from inconveniencing pre booked guests through to not being able to relet the room for an undetermined time. For the comfort of others, boisterous and rowdy behaviour will not be tolerated and if necessary, disruptive guests will be asked to leave.
We operate a zero tolerance policy on the use of, or presence of, illegal drugs or substances.
We reserve the right to terminate the visit of any guest whose conduct is detrimental to the comfort of others.
We do not accept any liability for any damage, loss or injury to you or any member of your party or any vehicles or possessions.
The house is strictly a no smoking establishment. Should any guest be found to be smoking within the building we will reserve the right to charge a fee the equivalent of one night's stay both for additional cleaning & for the potential impact on the next guests' stay. If a stay is cancelled, or we are forced to offer a cost reduction, due to a guest having smoked in a room, we reserve the right to charge the card provided with the equivalent sum that has been forfeited.
If you become ill whilst staying at Hillstone Lodge and are unable to travel then you will be liable for any costs associated with extending your stay. This will include the cost of additional nights and any meals provided. Exceptionally it may also result in a charge for any other cost associated with your extended stay e.g. any cost we would incur for relocating/refunding guests due to stay in the room you are occupying.
Unfortunately we are unable to accommodate pets.
We have a 'no outdoor shoes policy' and ask that guests remove outdoor shoes in the entrance hall. This is to keep the floors free from mud and stones for the comfort of all guests. We have wooden floors throughout the house that are easily damaged by stones and other debris, we reserve the right to charge for repairs if guests choose not to adhere to this policy. Slippers are provided for your comfort and baskets for storing shoes and other items are provided at the entrance.
Hillstone 2 & 3 are both on the ground floor with no stairs. The ensuite for Hillstone 3 is accessible although mobility is required to enter the actual shower cubicle. The guest lounge has 3 access steps. Please contact us to discuss any specific accessibility requirements.
Vouchers are non-refundable, non-transferable and have no cash value.
A minimum 2 night stay applies to gift voucher redemption.
All vouchers have a use by date and reservations are subject to availability.
Please note that our cancellation policy also applies to gift voucher bookings and the voucher will be considered used if a cancellation is made within 30 days of your arrival date. However, we reserve the right to waive this cancellation fee if we are able to re-let the room(s).