The terms and conditions set out below apply to all bookings made through this website for any of our hotels. Red Carnations Hotels (UK) Limited is a company registered in England and Wales (No 3328595) whose registered office is at 35 Charles Street, London, W1J 5EB (“we” or “our”). Our VAT registration number is 689 9737 37.
All prices shown online are per room per night (unless otherwise stated). Prices are subject to Value Added Tax at the current prevailing rate and local tourism levies, if applicable. Service charge and gratuities are not included in our tariff, and may be made at your discretion.
Prices are subject to change without notice. However, your price is guaranteed once you receive a booking confirmation. For the avoidance of doubt, prices do not include any incidental charges, which you may incur during your stay (including, for example, in respect of your use of the hotel's bar and mini-bar facilities and the costs of external telephone calls from your room). Such charges will be payable by you on your departure and, in the event that you fail to pay any such incidental charges, it is a condition of your contract with us that you irrevocably authorise us to debit your credit or debit card (see 'Deposits and Pre-payments' below) for the amount of any shortfall.
The prices shown online are not valid in conjunction with any other offer and, until you have received your confirmation number.
Availability of rooms at the rates shown online may be limited and/or restricted to certain periods.
Children under the age of 5 can stay free of charge at any of our hotels, when sharing a room with two paying adults where a suitable room is available. Children from the ages of 5 to 16 will be charged a supplement per child per night for bed & breakfast. Availability of suitable rooms is limited and portable beds may need to be used where such accommodation is sought. The hotel concerned will determine whether a room is suitable for the purpose of this offer. We do offer child friendly menus and these are charged as taken. Please advise us prior to your arrival whether you will be accompanied by children.
Guests with impaired mobility
Red Carnation Hotels endeavor to offer the same high quality facilities to our less able bodied guests. Where possible, special facilities include wheelchair adapted bathrooms, ramps and lifts in public areas. Guides dogs are welcome in all our hotels. Please check with your chosen hotel if you have any special requirements. We will do our best to accommodate your wishes.
All of our hotels are able to accommodate pets, given prior notice. We do charge a deposit which is fully refunded on departure subject to there being no soiling or damage caused. Please contact the hotel directly for details. Please note: some rooms are not suitable for animals.
For information on parking availability and charges, please contact the hotel directly.
Arrival and departure
Hotel rooms are available from 3pm on the day of arrival. Rooms must be vacated by 11am on the day of departure, unless otherwise sanctioned at the discretion of the hotel manager.
Health, leisure and beauty
Many of our hotels have leisure facilities on or off-site (which are free for guests). The availability and range of facilities varies from hotel to hotel. Please check the availability and range of facilities at your chosen hotel when placing your booking. A charge will be made for the use of certain facilities such as beauty treatments. Your use of such facilities is subject to any particular terms and conditions applying at the hotel at which you have placed your booking. Age restrictions may apply to certain facilities and details of these are available from your chosen hotel.
Deposits and pre-payments
Deposits and pre-payments may be required for rates featured online. On arrival, your credit card will be pre-authorised with an amount equivalent to your total accommodation charge, minus any deposit already paid. Upon payment using this same credit card, this pre-authorisation is automatically released.
If you wish to pre-pay the reservation via a debit/credit card, payments can be accepted by the Acorn up until five working days prior to arrival. Within the five days prior to arrival, payment can only be accepted via bank transfer, on the basis the payment has cleared prior to your arrival at the Acorn.
Payment is taken in the event of cancellation otherwise than in accordance with our cancellation terms. See 'Cancellations and Amendments' below for details on cancellations.
Balance of monies outstanding
If you are settling your account in cash, you will be asked for a deposit. We accept all major credit cards, including MasterCard, Visa and American Express. Alternatively, payment can be made by cheque supported by a current cheque guarantee card. We do not accept cheques drawn from an overseas bank account.
Cancellations and amendments
All cancellations must be made in accordance with our cancellation terms.
Guests are liable for the full amount of the first night’s accommodation when less than seven days notice of cancellation is given, unless otherwise stated.
Whilst every effort is made to fulfill any particular requests which you may have in relation to your stay with us, we cannot unfortunately guarantee that we will be able to meet any particular requests which you may make and our failure in this regard will not constitute a breach of contract.
In the unlikely event that we have to change or cancel your reservation, we reserve the right to do so. However, you have the right to:
- accept the changed arrangements as notified; or
- make alternative arrangements with us; or
- cancel your reservation (please note that we shall not be liable for any sums which you have paid to any other persons in connection with your reservation).
For the avoidance of doubt, we shall have no further liability to you for any changes to or the cancellation of any online booking.
Complaints or comments
We take our guest satisfaction very seriously. Any complaint or comment regarding a stay at one of our hotels should be made in the first instance to the hotel's duty manager at the time of your stay so that we can attempt to resolve it immediately.
Problems which cannot be resolved there and then should be notified in writing to Managing Director, Red Carnation Hotels, 35 Charles Street, London, W1J 5EB
Although every effort has been made to ensure the accuracy of the information contained online, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured online at any time.
Subject to the paragraph immediately below, we shall not be liable to you for any loss or damage in circumstances where:
- there is no breach of a legal duty owed to you by us or by our employees or agents;
- such loss or damage is not a reasonably foreseeable result of any such breach;
- any increase in loss or damage resulting from breach by you of any term of our contract;
- iv. any loss is in excess of three times the fee payable in respect of your stay.
Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation.
These terms and conditions shall be governed by English law and the English courts shall have jurisdiction over any matter arising out of or in connection with them.