Booking Terms

The hotel has 27 complimentary car parking spaces which are subject to availability on a first come first-served basis. Unfortunately, we are unable to guarantee the availability of parking.

When travelling to us using a SatNav please use one of the following postcodes: EX32 8NA or EX32 8HR. The hotel's car parking is located behind the hotel on Wells Street and is clearly signposted. Our car parks are locked 24hrs per day and you will require a code to gain access, please contact us on: 01271 342289 on the day of your arrival and we will give you the necessary codes to gain access and provide you with any assistance or porterage should your require it.  

In the unfortunate event that our car parks are full, public car parking is situated close by. The nearest public car park to the hotel is Belle Meadow Car Park and its postcode is EX32 8HX. This car park is free between the hours of 18:00-08:00. Outside of these hours parking is charged at approximately £1.10 per hour upto a full day charge of £11.60. This car park is pay and display and both cash and card payments are accepted. It also accepts payment via the RingGo app the RingGo reference is: 3601.    

• From time to time, a room move may be required to accommodate you during your entire stay. On making your reservation, should this be the case, we will notify you immediately. At this point, no charges will apply should you wish to cancel your reservation.  
• We regret that requests for particular room numbers cannot be catered for on our internet reservation system.
• We will always endeavour to ensure requests made via telephone or email for specific rooms are met, however, these are requests and we cannot guarantee their fulfilment.

Any cancellation, postponement or significant changes in arrangements must be confirmed in writing / by email. 

1-3 rooms:

• Free cancellation or postponement for bookings made by 3pm, 48 hours prior to arrival.
• If cancellation occurs after this time full payment will be taken for the whole stay from card securing the booking.
• If booking is taken within 48 hours of arrival full payment will be taken upon booking.
• Full payment will be taken prior or at the point of check in.

4-6 rooms:

• Cancellations and postponements 15 days or more prior to arrival | Non Refundable Deposit is retained, no further charges will be incurred.
• Cancellations 14 days or less prior to arrival | Full payment will be taken from the card held against the booking.
• Non refundable Deposit due is £100 per room or 1st night accommodation cost (whichever is lowest amount), our reservations team will contact you to arrange this.
• Remaining balance and rooming list is due 14 days prior to arrival. Payment will be taken from the card held against the booking unless otherwise stated.

7-9 rooms:

• Cancellations and postponements 29 days or more prior to arrival | Non refundable Deposit is retained, no further charges will be incurred.
• Cancellations and postponements 28 days or less prior to arrival | Full payment will be taken from the card against the booking.
• Non refundable Deposit due is £100 per room or 1st night accommodation cost (whichever is lowest amount), our reservations team will contact you to arrange this.
• Remaining balance and rooming list is due 28 days prior to arrival. Payment will be taken from the card held against the booking unless otherwise stated.

10 rooms or more:

• Please contact our groups department for terms and conditions on groups@brendhotels.com or call 01271 340000.

Brend Collection has the right in some instances e.g. peak times, special occasions and special offers to have different terms and conditions. You will be informed upon booking and these will be written on the website.

• Guest with any disability/specific needs or dietary requirements must inform us at the time of booking; this will enable us to make their stay with us more comfortable and enjoyable. 
• Every effort has and continues to be made in providing improved access and facilities for guests with disabilities. 
• In order that we can be best prepared to cater for guests with specific needs it would be most appreciated if you could call us in advance on 01271 342289 to discuss your requirements. 
• Guests with disabilities that would need to be considered in the event of a fire evacuation should inform us at the time of booking. 

• Bedrooms are guaranteed to be available by 15:00hrs on the day of arrival.
• Guests are most welcome to arrive at the hotel before 15:00hrs. You will be able to complete check in and use the hotel facilities, luggage storage is also available.
• Rooms must be vacated by 11:00hrs on the day of departure, however, as above, guests are most welcome to use the hotel's facilities after departure.

• Late check-outs are charged at £10.00 for each additional hour that you reside in the room after the 11:0Ohrs check out time. You will incur an hourly charge up until 2pm where an additional full one night charge will apply. 

• All major credit and debit cards are accepted. We do not accept cheques. A valid guarantee card must be taken in order to allow you to stay. 

• The hotel cannot be held responsible for articles of value, other than those deposited with reception for safe custody in the hotel safe, for which a receipt is given. 

• The hotel has a courtyard where bicycles can be stored. Golf equipment can be stored in a locked area, this can be arranged with reception. 

• We reserve the right to charge the card details provided during your stay, either upon or after departure any amount which is owed to us, we will attempt to contact you before charges are made, however if we are unable to contact you then charge will be taken.

• The hotel cannot be held responsible for articles of value, other than those deposited with reception for safe custody in the hotel safe, for which a receipt is given.
• The lead guest on your reservation accepts liability for damage/loss to the hotels property. We reserve the right to charge you for any missing articles and/or loss or damage to hotel property. Articles will be charged per item, damage to property will be assessed on a case by case basis
• Soiling or damages to beds, carpets, curtains or soft furnishing will be charged at the full cost of the replacement, you may also be charged an additional amount for the revenue lost if the room has to be taken out of service for a period of time.
• If items are soiled and require professional cleaning then you will be charged for the cost of the external contractor and an additional amount for the revenue lost if the room has to be taken out of service for a period of time.
• Property taken in error such as room keys, remote controllers and hair dryers can be returned to us. Please notify us so that you are not charged for their replacement. You will be liable for the cost of its return.
• Un returned remote controllers are charged at £20.00.
• We reserve the right to charge the card details provided during your stay, either upon or after departure any amount which is owed to us, we will attempt to contact you before charges are made, however if we are unable to contact you then charge will be taken.

• The hotel is fitted with a fully addressable fire alarm system. Please make yourself aware of the fire exits and full fire emergency procedures, which are displayed in your room. 

• Smoking, vaping, or use of e-cigarettes is not permitted within our buildings. Your room is fitted and monitored with a highly sensitive detection system and smoking, vaping, or use of e-cigarettes could activate the fire alarm and may lead to the evacuation of the hotel. 

• The company operates a policy of not knowingly using genetically modified foods. 

• Guests, who may suffer from any form of food allergy, must notify the reception team upon check-in and the Restaurant Manager, who will advise our chefs and make arrangements for a special diet. 

• Please advise reception of any disabilities or medical conditions you may be used by P R Brend and Sons (Hoteliers) Ltd for marketing purposes. 

• If you have previously requested to be on our mailing list and do not wish to receive any further information, please contact us on 01271 342289.