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Online Booking Terms & Conditions

Terms & Conditions for Online Booking

To make your online booking, simply follow the directions, entering the details as prompted. Please allow 2 hours notice prior to your expected arrival for our systems to process the booking. Confirmation of a booking by the Client is deemed acceptance of these terms. In these Terms of Business, the following words shall mean:- "Hotel(s)" - BEST WESTERN PREMIER Moor Hall Hotel & Spa."Client(s)" - the person, firm or company making a booking or staying at the Hotel These terms apply to all bookings except to the extent that specific terms apply for a particular booking.

Prices

All published rates include VAT (or local taxes) at the current rate. Accommodation rates are per room per night (unless otherwise stated) with meal plans as indicated. Prices may only be altered to reflect a change in the rate of VAT (or local taxes) or for any other reason outside of the control of the Hotel, in which case the changes will be notified to the Client. In the latter event, the Client may cancel the booking without cost.

Availability

All rooms and rates offered by the Hotel are subject to availability and the discretion of the Hotel manager. Limited numbers of suitable rooms may be allocated to individual rates, packages or promotions and, when these allocations are taken up, remaining available rooms may be offered to the Client at a higher price.

Bookings

Bookings must be either guaranteed or fully pre-paid by a major credit or debit card.

Arrival and departure

Bedrooms are usually available from 3pm local time on the day of arrival. Check out is by 11am local time and guests are not permitted to use the leisure facilities after this time.

Cancellations, amendments and non-arrivals

Cancellations and amendments for all bookings, can only be made in writing or via email. Online bookings can also be amended on line. When the booking is confirmed, a reservation number will be supplied. This must be retained for access to the booking in the event of the need for cancellation and/or amendment.

In the event of a cancellation of a pre-paid reservation (Advance Purchase Rate Bookings or Special Deals) the amount equivalent to 100% of the total booking value will be charged. Normal terms of payment apply to these charges. If you need to cancel your reservation for any reason please let us know as soon as possible. As our Advance Purchase rates are discounted please note that all pre-payments are non-refundable and non-transferable under any circumstances, so if you choose to cancel no refund will be made. If the Hotel cancels before 2pm local time on the scheduled day of arrival, the Hotel's liability to the Client will be no greater than the amount paid by the client in respect of any booking. If the Hotel cancels after 2pm local time on the day of arrival, the Hotel's liability will be limited to the charge for one night's accommodation.

Any changes to, or the cancellation of a credit card guaranteed booking (Best Flexible Rate Bookings) must be made by telephone to the Hotel before 4pm the day prior to arrival if you wish to avoid any charges. If you cancel after this time you will be charged for one night's accommodation for each room you have booked.

Payment

Settlement of the bill in full, less any advance payments must be made prior to departure from the Hotel. All major credit and debit cards are accepted. Personal cheques and company cheques cannot be accepted as a form of payment. Accounts may only be forwarded for payment on completion by the Client and formal acceptance by the Hotel of an application for credit facilities, which may be withdrawn at any time. Credit facilities are not offered to private individuals. All sums are due for payment on presentation of the invoice. In the event of any query relating to the invoice, the Client must notify the Hotel within 7 days of the invoice date and the Client's obligation to pay all outstanding balances immediately will not be affected. The Hotel may charge interest at a rate of two percentage points per year above Bank of England base rate on any outstanding balance before and after judgement. Your credit card or billing account details are only retained for the purpose of handling that individual transaction, unless you ask us to keep these details for future purchases which you may make through us. Personal Information and payment details may be used by the system to determine automatically the appropriate way to fulfil your order. In order to process a booking, your Personal Information and payment details may be passed to third party service providers and, where we are lawfully requested to do so, regulatory authorities. Such third party service providers will have access to the Personal Information needed to perform the relevant service. They may not, however, use your Personal Information for any other purposes and are required to process your Personal Information in accordance with the Data Protection Act 1998.

Insurance

Clients are recommended to have insurance to cover cancellation, curtailment, and loss of baggage, personal effects and money.

Children

Children aged 15 years and under must be accompanied by a responsible adult to ensure that the children's behaviour is appropriate for other guests within the Hotel. At the discretion of the Hotel, children may be excluded from certain events or promotions where deemed unsuitable or inappropriate. In the Leisure Club children under 5 and not allowed to use the spa, sauna or steam room, 5 – 14 year olds must be accompanied by adults in these areas. Children under 18 are not permitted within the gym or to attend classes. Children under the age of 14 may only use the Club at the following times: Monday to Thursday from 9am – 6pm, Friday to Sunday from 9am – 8pm.

Disabled guest rooms

A number of rooms offer modified facilities for use by guests with disabilities. As needs do vary, guests are requested to check the Hotel before booking.

Dogs and other pets

With the exception of guide dogs, we do not allow pets in the Hotel.

Behaviour

The Hotel reserves the right to judge acceptable levels of noise or behaviour of Clients, guests or representatives, who must take all steps for corrective action as requested by the Hotel. In the event of failure to comply with management requests, the Hotel may terminate the booking or stop any event immediately without being liable for any refund or compensation.

Discrimination

It is the policy of the Hotel not to discriminate on the grounds of race, colour, nationality, creed, sex, marital status, age, ethnic origin or disability. Clients, their employees, guests and all sub-contractors engaged by or on behalf of the Client are expected to adhere to this policy and the Hotel may, without incurring any liability to the Client, remove from the Hotel any person or persons offending against this policy.

External purchases

No wines, spirits, beers or food may be brought into the Hotel or Hotel grounds by Clients, their guests or representatives for consumption or sale on the premises without the express written consent of the Hotel, in which circumstance a charge may be made by the Hotel.

Comments and complaints

At Moor Hall we pride ourselves on offering great customer service and we welcome all feedback. 
If you are not satisfied with any aspect of your experience it is very important that you let us know at the time, as once you have left the hotel we may not be able to deal with your complaint. A member of our reception team or the manager on duty will be happy to deal with any issues that you have and will attempt to resolve them as quickly as possible for you.
Please note that we will not reply to complaints made via social media.  If you wish to bring something to our attention and would like a reply, please email us directly at the address below.
If you wish to make a complaint it must be emailed within 7 days of your visit to [email protected]
On receipt of a complaint we will review all the circumstances and endeavour to reply in full within 7 days.

Statutory requirements

The Hotel is subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. These must be strictly observed by Clients, their guests and representatives.

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