GENERAL TERMS & CONDITIONS
The following Terms and Conditions apply to all bookings made on our websites and via any Online Travel Agency. We kindly ask that you take a moment to read them prior to making a Booking.
Guests and customers have the opportunity to read our terms and conditions via our Websites, at each Hotel and by requesting a copy be sent via email or post before entering into agreement with them, therefore by making a purchase, using our facilities or services you are giving us your acceptance and agreement to our Terms and Conditions.
The Company enters into this Agreement as principal for Bookings made for the Hotel's it owns.
In these Terms and Conditions, the following definitions apply:
1. Definitions
“Company” or “we” means Clee Hotel Limited (company no 65490060) whose registered office is at 31-33 Clee Road, Cleethorpes, North East Lincolnshire, DN35 8AD, United Kingdom or its applicable group company.
“Booking” means the booking for accommodation, functions and/or any other services or items made with us.
“Contract” means the Booking and these Terms, any other terms and conditions stated to apply to the Booking and any additional extras.
“Hotel” means the premises for which your Booking is made.
“Terms” means these terms and conditions.
“Websites” means www.cleehotel.com or any other website owned or operated by us relating to a Hotel from time to time.
“VAT” means value added tax.
2. Bookings
All Bookings at the Hotel are subject to these Terms & Conditions.
At the time of booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of booking in certain circumstances or if the Booking includes the supply of certain items or services. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.
3. Charges
The prices displayed on the Websites are an average per night per person until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Hotel and any currency conversion facility is provided as an approximation tool only, please refer to the Currency Disclaimer for more details.
The VAT breakdown shown is indicative based on the current rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date. Some of out hotels may not charge VAT as they may not be registered at the time of making your Booking. If you have any questions relating to VAT, please contact the Company before making your Booking.
Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request.
4. Check-in/ Check-out Requirements
In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference; their passport/identity card/driving licence and a valid credit or debit card which will be swiped in the presence of the card holder. If guests are travelling from outside the UK, Ireland or any country in the Commonwealth we are also obliged by law to require guests to provide the number and place of issue of your passport/identity card and details of their next destination. These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above.
Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 3.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will he held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel. Any non-secured reservation will be held until 4.00 p.m. on the day of arrival at which time we will be entitled to re-let the room, unless the guest has notified the hotel of a late arrival and obtained agreement.
On the day of departure, we kindly ask all guests to vacate their rooms by 10.30 (unless a later departure/check-out has been arranged as part of your Booking). Late check-out after this time can be requested subject to availability. Unauthorised late check-outs will be charged at an hourly rate at the discretion of the Hotel.
Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details, please contact the Company or the Hotel.
5. Payment
We accept the following methods of payment: credit cards: American Express, MasterCard/Diners International, Diners Club, JCB International Credit Card, Visa; debit cards - Visa/Delta and Visa/Electron.
The Company reserves the right to enforce a minimum spend amount when accepting card payments due to high card processing fees charged by some card issuers on some lower transaction values.
For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID.
At the time of check-in we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment, including cash or cheque.
During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. If the cost of those incidentals exceeds the authorisation taken on check-in, further authorisation will automatically be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room.
All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to process such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
By booking with us you agree not to make chargeback claims with your card provider when you are in breach of our Terms and Conditions. In the event you feel that you are entitled to make a chargeback claim as you believe your claim is outside the scope of our Terms and Conditions you hereby agree to inform your card issuer when making a chargeback claim that you may still be subject to have breached the Company’s Terms and Conditions pending further investigation and ask the card issuer to contact us in writing to establish the facts regarding such claims before making any decision to initiate a chargeback. Furthermore, you hereby agree that if the card issuer initiates a chargeback without contacting the Company in writing to establish the facts before making a decision, that you authorise the Company to charge your credit/debit card for the disputed amount plus a £10.00 administration fee. If you and the card issuer follow the Company’s Terms and Conditions and the card issuer finds in favour of the Guest or Customer, then we will respect that decision.
6. Cancellation Policy and No Shows
The cancellation policy varies according to the rate that is booked and who you booked with. Please refer to the individual full rate descriptions given at booking by either the Hotel for direct bookings and with the OTA (Online Travel Agency) for travel agent bookings. Please note that bookings made via an OTA may have special terms and give different refund terms, which are different to the Hotel's direct booking terms, which means that these terms are between you and the OTA and not between you and the Hotel. We are not liable for any special or differing terms and conditions offered by any OTA which vary from the Hotel's direct booking terms & conditions.
For rates NOT marked as "Non Refundable" or “Advance Saver - These are cancellable without charge 14 days before the agreed check-in date of arrival. Cancellation and non-arrival charges apply after with less than the 14 days notice, and will then be marked as "Non Refundable" and we reserve the right to charge for the full amount per room booked if the above cancellation requirements are not met.
For rates marked "Non Refundable" or “Advance Saver” - These bookings are non-refundable under any circumstances. We require full prepayment for the entire stay at the time of the Booking and this is non-refundable and the Booking non-changeable. Prepayment is charged to the credit/debit card supplied at the time of the Booking. Cancellation or non-arrival will result in the forfeiture of the prepayment.
7. Changes or Cancellation by the Company
In the event we need to cancel your Booking for any reason, in such circumstances you will be given a full refund, but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.
Your booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If you have indicated a preference for a particular room, we will use our reasonable efforts to honour this preference. However, we may need to allocate an alternative room to you for operational or safety reasons. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
8. Damage
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing, damaged or broken when you leave.
When checking into a room, it is the guest’s responsibility to examine the condition of the room and its contents. Concerns must be reported to the reception desk within 1 hour, otherwise the guest’s will be deemed to have accepted the room in good condition with all necessary facilities present. Any problems with a room or facilities must be reported to reception during your stay so it can be rectified where practically possible.
Access keys handed to guests at check-in remain the guest’s responsibility until they have handed them back at check-out. In the event of keys been lost, stolen or not returned at check-out, you hereby authorise the Company to charge your credit or debit card a lost key surcharge of £50 per room key to cover the replacement costs of each lock. In the event that the booking was paid for using cash, cheque, bank transfer or we are unable to charge your registered credit/debit card, the Company will politely communicate your obligation to pay the lost key surcharge, however should the Company be unable to recover the lost key surcharge after 21 days, then the policy is to make an application to the UK Small Claims Court for payment. The Company will notify the guest by whatever means is possible based on the given information by the guest at the time of booking. However, the Company is not responsible for verifying the safe receipt of such notifications. If guests can safely return keys within 48 hours from check-out to the Hotel either in person or by signed courier delivery, then the Company will refund the respective lost key surcharge.
9. Accessibility
Dependent on your individual needs a selection of specifically designed rooms is provided at each of our hotels.
Please contact us by telephone to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.
10. Parking
We do not charge for onsite parking. Our hotels may have limited spaces available which operate on a first come/first serve basis, therefore space may not always be available during your stay. Terms and conditions also apply to car park use. Please contact the Hotel directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage however caused (save as may not be excluded or restricted by applicable law).
11. Hotel Events
Please be aware that at certain times throughout the year some of our hotels may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay for further information.
12. Guest Behaviour
Guests are always requested to conduct themselves appropriately and to comply with Company procedures and/or requests with regards to conduct and respect for the property of the Hotel, its employees and guests and their health and safety.
Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff.
We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
13. No Smoking
Guests are NOT permitted to smoke inside their rooms or inside the public areas of the Hotel. Sensitive smoke and heat detectors are used throughout our Hotels for everyone’s safety and wellbeing.
Dedicated smoking shelters or smoking points with specific cigarette bins are provided onsite. We have a duty of care to all our guests and staff, so smoking onsite is confined to these dedicated areas only. Ask the Hotel reception for directions to these dedicated areas.
Smoke and heat detectors are fitted throughout every Hotel. They are installed to protect all guests and staffs lives, therefore under no circumstances should anyone block, tamper, remove, circumvent or misuse any fire related safety equipment.
In the event of the Company discovering a guest or customer who is breaching or has breached our No Smoking policy we will inform the appropriate authorities and regarded as Damages to the Hotel.
14. Children
All children (a person under 16 years of age) staying at the Hotel must be accompanied by an adult and must always be supervised by an adult at al times.
Cots and extra beds are available in most of our Hotels. However, these are limited and subject to availability. Additional charges may apply. Please check at the time of booking.
15. Babysitting
A babysitting service is available at some Hotels. We recommend that arrangements are made in advance to avoid disappointment. Your contract will be direct with the babysitting agency and not with the Company. The reception desk at the Hotel will be able to assist in arranging the babysitting service with our chosen babysitting agency.
16. Pets
Guide dogs are accepted with prior arrangement at the Company’s discretion, but otherwise no pets can stay on the Hotel premises or go into guest rooms without prior arrangements.
We have a specific Pet Policy with terms & conditions. Please call our Hotel reception for further information as we only have a few rooms allocated as Pet friendly.
The Company reviews the admission of Pets at its Hotels on a case by case basis.
Guests who attempt to check-in with a pet without prior approval or are found later to have a Pet onsite without the necessary signed paperwork may be asked to leave. In such circumstances Guests may still be charged for the remainder of their stay and regarded as Damages to the Hotel.
17. Personal Information
Telephone calls may be recorded from time to time to help us improve the service we offer you.
All personal information stored and used by us is done so in accordance with our Privacy Policy and Cookie Policy, which are available on request or on our website.
18. Force Majeure
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
19. Limitation of Liability
The Company will not be responsible for the loss or damage of any property left in the Hotel other than as required under the Hotel Proprietor’s Act 1956 (a copy of the notice under such Acts is displayed in the reception of the Hotel) or any other applicable law.
The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.
20. Governing Law and Jurisdiction
The Contract and any non-contractual obligations arising in connection with it are governed by English law.
The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations.
Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts (on the grounds that the English courts are not a convenient forum or otherwise).
21. Web Site Information
The Company offers its Hotel accommodation and services through its own Websites and also numerous Online Travel Agents and their affiliates.
While all reasonable efforts have been taken to ensure the accuracy of information provided on all Websites, the Company does not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on any of the Websites without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or hotel.
The content of our Websites and our listings held on Online Travel Agents websites are copyright of the Company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.
Trademarks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience only. We cannot accept responsibility for the content or use of third-party sites.
The Websites are operated by the Company and third-party partners.
PET POLICY
This policy overlays with the Company’s General Terms & Conditions.
Guide dogs are accepted with prior arrangement subject to appropriate room availability, but otherwise no pets can stay on the Hotel premises or enter into guest rooms without prior arrangement.
The Company reviews the admission of Pets at its Hotels on a case by case basis. We do not accept pets that are listed on the UK government’s dangerous dogs list (found at: https://www.gov.uk/control-dog-public/banned-dogs)
Guests who attempt to check-in with a pet without prior approval or are found later to have a Pet onsite without the necessary signed paperwork may be asked to leave. In such circumstances Guests may still be charged for the remainder of their stay and regarded as Damages to the Hotel.
The guest & pet owner agree to the following:
1. Pet(s) are charged at £10 per night per pet with a maximum of two pets.
2. The pet(s) are not on the UK Governments Banned Dogs List, are NOT aggressive or noisy and are NOT unneutered male cat(s).
3. I will pay a £150.00 pet security deposit to cover damages, which is refundable provided no damage has occurred when checking-out. However, if damages exceed the pet security deposit, then I authorise you to charge me any additional costs incurred. (The security deposit can be taken via credit or debit card only)
4. I will not keep more than two (2) pets onsite and only in the designated room(s), (unregistered pets will be subject to a £300.00 penalty and immediate eviction).
5. I confirm that my pet(s) are healthy and free of fleas and ticks and will upon demand, provide a current animal medical certificate.
6. I will provide my own bedding/cage, food, water and bowls as I understand that the hotel does NOT provide these.
7. I will only feed my Pet(s) from the en-suite bathroom floor to protect the carpets using my own food/water bowls and sanitise afterwards.
8. I will not allow my Pet(s) to climb/sit/lay on the beds or furniture at any time.
9. I accept full responsibility for any damages, soiling, flea and tick infestation caused by my Pet(s) and will pay for any extensive cleaning, chemical treatment or damage repairs.
10. Any fouling or vomiting in bedrooms, public areas and grounds will be cleaned up immediately and the area properly sanitised. Failure to do so will result in a penalty of £100 per incident.
10. Additional cleaning beyond normal housekeeping, I will be charged accordingly for additional time and materials.
11. If carpets must be shampooed and/or treated, I will be charged accordingly for additional time and materials.
12. Staff will not give any assistance with the care and cleaning up after Pet(s).
13. The Company does not accept responsibility or liability for any loss, damage or illness whatsoever to Pet(s) as they are brought onsite at the owner’s sole risk.
14. My pet(s) will be leashed and controlled when outside the Room.
15. Dogs must always wear identification collars.
16. I will not to allow my pet(s) to disturb other guests/residents. Upon receipt of two (2) noise or disruptive complaints I agree that I will be required to make alternative arrangements for my pet(s). Unattended pets disturbing guests/residents may be removed by the hotel or their agents.
17. I will not permit my pet(s) to be left unattended in any vehicle or hotel property for a period longer than ten (10) minutes. Otherwise I will remove my pet(s) from the premises and house them in an external kennel/cattery.
18. I will not take my Pet(s) into the bar or food areas of the Hotel unless the Pet(s) are registered guide dogs.
19. Room(s) will not be serviced whilst Pet(s) are in situ.
20. I agree that the Company at its sole discretion may ask me to remove my Pet(s) at any time from the hotel.
21. I authorise you to charge any related costs above to my credit/debit card during and/or after check-out as appropriate.
I have read and agree to comply with this pet policy agreement as outlined above. I further agree to assume full and complete responsibility for any property damage or personal injury caused by my pet(s) suffered to any person while on hotel property and in the event that such indemnify, defend and hold harmless the hotel and its officers, directors, agents and employees from and against any and all demands, claims and damages to persons or property, losses and liabilities, including reasonable legal fees, arising out of any property damage or personal injury caused by my pet(s) or caused by the guests in relation to control of the pet, wilful misconduct or failure to comply with these rules.
LOST & DAMAGED PROPERTY
This policy overlays with the Company’s General Terms & Conditions.
1. The Company is not liable whatsoever for guests or customers property including lost or damaged, while on the premises known as: 31-33 Clee Road, Cleethorpes, DN35 8AD.
2. It is the responsibility of all guests and customers to secure their belongings and ensure all items of value are appropriately insured.
3. If any member of our staff discovered lost property then it will be stored as securely as possible for up-to a maximum of 28 days, where after all unclaimed lost property will be donated to a registered charity at random and of our choosing at the time of disposal.
4. In the event of a guest or customer discovering that they have lost an item of property (either while still onsite or having vacated), they should report it to reception immediately and then also confirm this in writing via email including a full description of item to: reception@cleehotel.com
5. If an item of lost property is requested to be returned by post, then The Company will charge an administration fee of £20 + postage costs, to be paid upfront before it is sent.
6. If an item of lost property is requested to be held longer than 28 days, then an storage administration fee of £10 per week will be charged, to be paid upfront up-to a maximum of 90 days storage duration, where either the item is collected, otherwise it will follow the unclaimed lost property policy (point 3).
7. Any postage costs, administration fees and storage administration fees which remain unpaid for a period exceeding 21 days, will be passed to an accredited debt management company for collection.