Room3 4

Booking Terms

The Marquis of Cornwallis Limited –

RESERVATIONS

2.1 All reservations shall be governed by these Conditions. You may book to make a reservation for a room or other Services in advance through the Estate’s website (www.marquissuffolk.com), by telephone (+44(0)1473 377977) or in person.

2.2 When you request us to make a reservation, you must provide us with your identification information including, but not limited to,your name, address, contact telephone number and email address.

2.3 You must give us payment details for any reservation at the time of booking. We will take your credit/debit card details (which must be valid beyond the date of your intended stay) and you authorise the use of this card for any sums that become due to us. Unless the booking for the reservation expressly states that you must pay at the time of reservation or at the time of check in, we will not take any payment from you for it until the time indicated in clause 3 below.

2.4 Your request to us to make a reservation for you will constitute an offer by you to purchase the Services but whether we accept any such offer will be for us to decide at our discretion. Only once we tell you that we accept your request for a particular reservation and confirm to you the booking reference, there will be a booking. At that point, a binding contract between us for the reservation of a room or other Services will come into existence.

2.5 You may change your reservation at any time prior to your arrival (subject to the cancellation provisions set out in Clause 4 below). We will use all reasonable endeavours to accommodate your requested changes,although we cannot guarantee that we will be able to accommodate such changes.

2.6 Instead of making a reservation in advance, you may make a booking when you arrive. If we have availability of the type of room or the particular room or other Services that you request at that time, we will accept your request for the booking, although we cannot guarantee that any room(s) or particular room(s) requested, or such requested Services will be available.

2.7 You may request additional nights at the Hotel at anytime during your stay. We will use all reasonable endeavours to meet such a request. If we are able to meet any request, we will accept the request as a booking and that booking will then form a binding contract between you and Marquis Suffolk.

2.8 A reservation of 4 rooms or more is usually considered a group booking. If you wish to make a group booking, please call our reservations team.

3. FEES AND PAYMENT

3.1 We make details of Rates including, where applicable,promotional Rates and other special offers available on the Hotel website, at the Hotel reception and/or by email or post. All Rates shown in our Price List include VAT.

3.2 When you request a reservation and we quote any Rate(s),the Rate(s) will apply only to the provision of hotel bedroom accommodation unless we specifically state otherwise. However, the Rate(s) will include all facilities which the Hotel has in all its standard and other bedrooms.

3.3 Additional charges may apply for other Services including, but not limited to, car parking, meals, drinks, room service, use of wireless internet access, leisure, fitness or entertainment facilities or activities, use of any function or other rooms, or any other equipment,services or facilities. We will inform you of Rates payable for such additional Services on request when you arrive at the Hotel.

3.4 Subject to clause 3.5 below, and unless we agree a different arrangement with you, we shall give you an invoice for all sums due and payable to us and you must pay that invoice in full when you check-out from the Hotel.

3.5 The following will apply to any promotional Rates that we may offer from time to time:

3.5.1 Unless we specifically state otherwise, you must pay in full at the time of booking for a reservation to which a promotional Rate applies and we will not have to give you any refund except where Clause 4 specifically states that we must do so.

3.5.2 If you incur charges during your stay in addition to the promotional Rate for the reservation of a room, we will invoice them, and you must pay for them as required by clause 3.3 above; and

3.5.3 If you request any additional nights and we accept the request as a booking under clause 2.7 above, you must pay for the additional nights at the standard Rate.

3.6 You may pay us for Services (and for any deposit or other advance payment on account of that payment) by credit/debit card, by cash or by bank transfer.

3.7 We may alter any of our Rates without prior notice but if the Rate of any Service increases between the time when you make a booking and the date when the booked room accommodation or other Service is to be provided, any increase in the Rate will not apply to your booking.

3.8 Whether these Conditions require payment upon booking or on check out or at any other time, you must pay in full for any reservation booked and will not be entitled to any refund, except as stated in clause 4.

3.9 Where Clause 4 specifically says that you will be entitled to a (full or partial) refund, or where you become entitled to any refund either as a result of our breach of these Terms & Conditions or as a“consumer” under the Consumer Rights Act 2015 or other consumer protection legislation, we will make a refund to you as set out in Clause 4 or as required by such legislation.

4. CANCELLATIONS

4.1 Unless you pay in advance for a booking at a promotional Rate, you may cancel a reservation without charge if you give us prior notice before the earliest check in time, we have given you for your reservation, the notice period is as follows:

 14 days prior notice, a full refund will be given.

  less than 14 days and up to 72 hours notice prior to arrival, move or amend booking to another available date subject to certain conditions below: Date, Room Type, Seasonal pricing, length of stay. A supplement charge may be applicable for a change of room type, room rate, days of stay.

• less than 72 hours notice, no refund of any amount will be given.

4.2 If you cancel but do not give us prior notice of the cancellation of a reservation in accordance with the time frames under clause 4.1, we will be entitled to charge you a Late Cancellation Charge which shall be calculated as set out in clause 4.4.

4.3 We may, at any time before you check in, cancel a reservation booked by you in the following circumstances:

4.3.1 The required accommodation and/or personnel and/ or other resources necessary for the provision of the room are not available due to any cause outside our reasonable control. If we cancel a reservation in such circumstances, we will offer you alternative accommodation of the same standard or better if it is available. If it is not available or we offer it to you and you decline it, we will refund to you in full any deposit or other advance payment that you have made to us for your reservation; or

4.3.2 If you have not paid for your stay in full in advance of check-in and you do not arrive by 22:00 on the first day when you are due to stay at the Hotel. In that case, we shall be entitled to re-let your room after that time unless you have notified us in advance of your late arrival, and we have agreed to a late check-in. If we cancel under this clause 4.3.2, we will be entitled to charge you a Late Cancellation Charge as if you had cancelled under clause 4.2 above. We shall attempt to contact you to inform you of that cancellation.

4.4 A “Late Cancellation Charge” means and will comprise the net financial loss that we suffer due to your cancellation. The calculation will take fully into account and give credit for any amount for any or all of the stay that you booked that we receive from another person for your room. We shall use reasonable endeavours to let your room to someone else for this purpose. The Late Cancellation Charge shall be limited to whichever of the following is the lesser amount: either 100% of the full price (at the Rate applicable)of your booking for the whole duration of the stay that you booked or one night’s stay at the Rate specified in your reservation. We may take the Late Cancellation Charge when or after you cancel using the payment details you provided when you made the reservation. We will be entitled to deduct some or all of the Late Cancellation Charge from any sum you paid us in advance and to keep the amount deducted and will refund to you any balance.

5. CHECK-IN AND CHECK-OUT

5.1 The earliest check-in time at our Hotel is: 16:00 hrs on the arrival date.

5.2 Guests may be asked to provide proof of identify upon check-in. Acceptable forms of identification are a passport or driving licence.

5.3 The latest time by which you must vacate your room and check-out from our Hotel is:

• 11:00 hrs on the departure date for Marquis Suffolk

• 11:00 hrs on the departure date for Cornwallis House

We may beforehand agree at our discretion to an arrangement for a later check-out time but if we have not agreed to a later time and you do not vacate your room and check out by the above latest time, we will be entitled to charge you for an additional night’s accommodation at the standard applicable Rate.

5.4 If we have agreed and arranged a late check-out under clause 5.3 above, we shall be entitled to charge you at an hourly rate for the additional time from our standard latest check-out time until the time you check-out,and we shall give you details of the hourly rate of that charge when you request a late checkout time.

6. HOTEL RULES

6.1 You must conduct yourself in a reasonable and responsible manner at all times when on Hotel property and must not act in anyway which may disturb other guests. If you do not, we may ask you to leave the Hotel and, in that case, you must immediately pay us all sums due.

6.2 Smoking is not permitted anywhere on the Estate or in any Hotel rooms. This includes the smoking of e-cigarettes.

6.3 If you do not comply with clause 6.2, we will charge you£250 per room for cleaning the room (including, but not limited to, fixtures,fittings and soft furnishings) and restoring it to a smoke-free environment.

6.4 You must not:

6.4.1 bring any animals or pets into the Restaurant, Lounge Bar, Orangery, Hotel Rooms, Spa or Cornwallis House, with the exception of assistance or guide dogs.

6.4.2 bring any potentially dangerous or hazardous materials or equipment onto the Estate or into Hotel rooms;

6.4.3 use any electrical appliances that may set off fire alarm system, such as toasters, mini cookers or portable grills.

6.4.4 tamper with any fire alarms or emergency equipment.

6.4.5 utilise any Hotel rooms to store items (personal or otherwise) which could in our sole opinion cause damage to any Hotel room or be a risk to the health and safety of our staff or property.

6.4.6 prevent our management, housekeeping and/ or maintenance staff from having access to your room as and when required, with housekeeping being permitted full access at least once every two days.

6.4.7 remove, damage or destroy any Hotel property.

6.4.8 use any technology provided by us to download or access any unlawful or obscene material; or

6.4.9 or cause unreasonable disturbance to any other guests or staff.

6.5 Any child under the age of 18 may only stay at the Hotel if accompanied by an adult aged at least 18.

6.6 We will charge you for any and all damage caused by you to any Hotel property during your stay.

6.7 All of the above rules will also apply to members of your party and your guests, and you shall be liable for any breach of the above rules by any of them.

6.8 If you or your group cause damage or loss of any kind to the Hotel, other guests or their property, you as the Guest who is making the booking will be responsible for that damage or loss and you shall be liable to pay to us on demand the amount required to make good or remedy such damage or loss.

6.9 If you or your group caused damage to the Hotel, other guests or their property, or otherwise breach any of these terms or conditions,we reserve the right to:

6.9.1 cancel your reservation with immediate effect and (if appropriate) require you to leave the Hotel.

6.9.2 restrict access to the Hotel.

6.9.3 remove your items from the room and the Hotel,disposing of such items in the event that you do not collect them within 7 days of removal.

6.9.4 retain all sums paid by you and/or charge you the full amount of your reservation; or

6.9.5 refuse future reservations from you and/or refuse you entry or accommodation at any of our Hotel.

6.10 We will not be liable to refund or compensate you in the event of the any of the circumstances arising in clause 6.9.

6.11 We reserve the right to decline or cancel reservations made and stays in progress by those who have previously breached these Conditions (as may be updated from time to time) whether the reservation is in that name or not.

7. OCCUPANCY

7.1 The maximum room occupancy is 2 adults. Family rooms,where available, can accommodate 2 adults and 2 children (under the age of 12).You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.

7.2 Any child under the age of 18 may only stay at the Hotel if accompanied by a parent or guardian who is also staying at the Hotel.

7.3 We reserve the right to change your room allocation at any point during your stay for any reason.

7.4 Children under the age of 2 years are charged an additional rate of £20.00 per child.

7.5 Children aged between 2 and 12 years are charged at a rate of £50.00 per child.

7.6 Children aged between 12 and 18 years are charged at a rate of £80.00 per child.

7.7 Children can be added on to a room only rate or a bed and breakfast only subject to availability.