Covid-19 Additional Terms and Conditions July 2021
Thank you for choosing to stay with us at The Captain's Lodge.
Please note that we have added some temporary additional Terms & Conditions to enable us to comply with Government guidelines. These override any terms in our general Terms & Conditions. If you need any further advice or have any questions, please contact us.
If you display any symptoms of Covid-19 prior to your arrival, please do not come. Inform us as soon as possible and we will be happy to change your dates or offer a refund.
If you display any symptoms of Covid-19 whilst staying with us, please obtain a test as soon as possible and inform us straightaway. Please follow government guidelines on testing. If you or anyone in your party tests positive, you must travel home as soon as possible. We are happy to refund the remainder of your stay if you test positive (proof will be required). We cannot accommodate for self-isolation at our premises, if you test positive, and will charge a fee for incurred costs of £5,000 if this occurs. Please make sure your travel insurance will cover you for this.
If you are travelling from a place that has restrictions on travel, then we reserve the right to cancel your booking.
We require a time of arrival from our guests, so that we can accommodate each guest individually.
When you arrive please use the hand sanitiser prior to entry. We may ask you to self-check-in. If this is the case, we will place an envelope with your name at the entrance. We will provide a welcome pack with all this information, a parking permit, and keys to your room.
Please use masks or social distance where necessary in public spaces and give consideration to other guests.
Please fill in the guest information form as soon as possible when you arrive and place in the box in the downstairs lobby. It is law for businesses to gather this information.
Breakfasts are pre-ordered. There will be a form in your welcome pack, and more are available for each day. There are set times for breakfast which will be agreed upon arrival. Please be aware that you may not get your preferred time if the slots are full. These times will stay the same each morning you are here. Tables will be allocated to rooms in the breakfast area. There is no self-service.
Depending on the length of your stay, we may do basic replenishment of rooms but if you need anything, we will be happy to assist. We will just be emptying bins if necessary and changing crockery. If you require more towels, we will provide a plastic bag for you to put them in and leave outside your door and we will leave fresh towels in place of your used ones. Please note whilst doing replenishments we will not touch bedding or towels.
Condiments will not be left in the rooms. They will be available in the entrance foyer for your convenience.
We are already cleaning rooms and communal areas to a high standard and pay extra attention to main touch points in communal areas and rooms. We have removed any items that may increase risk of cross contamination and are adhering to Government guidelines on enhanced cleaning and staying safe.
The Captain's Lodge – General Terms & Conditions
updated July 2021
Thank you for choosing to stay with us at The Captain’s Lodge. We look forward to welcoming you. When you make this booking, you enter an agreement with us. Please see our terms and conditions below.
Breakfast is served between 8.00am and 9.30am. These hours are in place to enable us to allocate time to clean rooms ready for arriving guests. If you have any concerns regarding these times please let us know and we may be able to adjust, depending on other commitments.
Prices and Rooms
The price given includes accommodation per night for two people in a double room and/or accommodation per night for one person in a single room.
We do not have any family rooms available. We do not accept children under the age of 16.
We prefer payment in cash but also accept debit and credit card payments.
We require a minimum of 2 weeks' notice for cancellation. Our policy includes 50% non-refundable deposit 2 weeks prior to your stay. Please see reservations/deposits section.
Minimum of 2-night bookings are applicable on all rooms, with exceptions of event/special weeks/weekends where the minimum night is stated at time of booking. We do not offer 1-night bookings (exceptions to this are at our discretion and subject to an additional surcharge for 1 night). We do not accept large group/party/hen/stag bookings (again exception to this are at our discretion).
All our parking, regardless of type, is charged at £2.00 per day. This payment is required upon arrival.
We offer 2 types of parking permits. We may have either or just one type available at time of arrival. If you require a particular type, please contact us in advance to ensure we will have that type available for you.
If you wish to take your car out for day trips it can be hard to find a parking space when you return. We can provide a permit for West Cliff 'pay and display' car park, which is a very short walk from the guest house and is located the other side of St. Hilda's church. For these permits we require a security deposit of £20 upfront and then we deduct £2.00 per day and return the balance to you when you leave. We ask for these permits to be returned to us by 10.30am on the day you leave, or an extra day will be added to the cost.
If you don't want to move your car and/or find a space on the road, we can provide scratch card permits which can be used on the surrounding roads within the 'W' zone. The cost of these permits are also charged at £2.00 per day. Please ensure when filling these out that the information is correct as The Captain's Lodge cannot be held responsible for any fines obtained through error. Any additional permits required will be charged at: £4 for 2-day permit and £8 for 4-day permit.
The West Cliff 'pay and display' car park is free during the Winter period, so we advise that you park there during this time so as not to incur costs for parking on the road.
We are unable to accommodate children under 16 or pets.
Payment in full will be taken when you book with us, to confirm and secure your booking. This is fully refundable if you cancel your booking up to 14 days prior to the arrival date. If you cancel your booking within the 14-day period leading up to arrival date, a 50% non-refundable deposit will be retained. If you cancel your booking the day before, on the day, or do not 'show up' then we reserve the right to retain 100% of your payment. Please refer to our cancellations section.
Bookings made through other online booking agents are subject to the terms, conditions, and policies of each respective agent. Payment methods and deposit amounts may vary.
For direct phone bookings, depending on the demand for the room, we will either take the deposit upfront or take full payment upon arrival.
Payment of Balance
Some online booking agents only take a 50% deposit and some bookings may be subject to full payment on arrival, depending on whether a deposit was taken. In these instances, the balance of your stay is payable upon arrival. We accept cash, debit, or credit card payments. Cheques & American Express are not accepted.
'Check-in' is between 3.00pm and 6.00pm on the day of arrival. Later check-in may be available but will require prior notice.
We aim to be as flexible as possible with check in times but will ensure that rooms are available from 3pm on the day of your arrival.
Should you arrive earlier, we are happy to accept your luggage and ensure you have access to a parking permit.
The latest time to check in is 6pm. We will require prior notice if anticipated arrival is outside this time. After this time (if no contact can be made with guest) it will be considered that a guest has not attended, and attempts will be made to rebook the room. In any such case, your payment is non-refundable. We will not be able to accommodate any guest wanting to arrive after 9pm.
We do have a self-check-in system available where we can leave a key in our secure deposit box. However, we will require prior notice to do this and this is not available after 9pm.
Our reception is not manned 24 hours a day, so we appreciate it if guests try and adhere to our check-in/out times. However, we are contactable if need be on 07762 983907.
'Check-out' is by 10.00am on your final day.
Please be ready to leave your room at 10am on the day of your departure, again we can often be flexible with prior notice.
A minimum of 14 days' notice prior to arrival date is required on all cancellations. In the event of a cancellation, we ask that guests inform us as soon as possible. This enables us to rebook the room to other visitors. Cancellations made after 14 days prior to arrival are subject to a cancellation fee equivalent to 50% of the cost of your stay. Guests who cancel on the day before or actual day of arrival or fail to show will be subject to a cancellation fee for the full amount of their reservation. Exceptions to this policy are at our discretion.
Bookings made through other online booking agents are subject to the terms, conditions and policies of each respective agent.
We strongly recommend that you take out travel insurance to cover the cost of your holiday.
Deposits are not transferable between guests. Should you wish to amend your booking please contact us as the deposit may be transferred subject to circumstances and availability.
We would only cancel your booking if your accommodation was unavailable for reasons beyond our control. We would attempt to offer you alternative accommodation, however, if this was not possible, or unacceptable to you, then we would refund all monies paid by you. Our liability would not extend beyond this refund.
Damage to Property
Please take care when staying in our home. Although extremely unusual, we ask that you report any incidents as they occur. While we do not normally charge for minor accidents, we will charge for the full cost of other breakages; missing items; and any damage caused. Additionally, there will be a minimum charge of £100 for soiled bedding, towels, carpets, furnishings, and décor where additional cleaning/repair is necessary.
Guests are politely requested not to eat takeaway meals in the rooms to avoid smells and staining to the bedding.
Excessive noise, unruly and threatening behaviour etc, which causes inconvenience and discomfort to our other guests and/or staff is not acceptable. Such behaviour will result in the offending person(s) being asked to vacate their room and leave the premises but will be charged for their full booked stay.
Smoking is not permitted within any areas of the guest house. This includes the use of e-cigarettes and vaping.
Any person suspected of smoking on the premises will be asked to leave immediately. Full payment for the duration of their stay will be required and no refunds or offers of alternative accommodation will be made. Additionally, a charge of £100 will be made to any person who abuses this policy. This charge is for the additional cleaning or replacing of fabrics etc. to remove the smell of tobacco.
Non return of room/door keys will incur a charge of £100 to cover replacement locks.
Single Sex Parties/Group Bookings
We do not accept large group/party/hen/stag bookings. Normally, single sex parties of more than three people are not accepted and we reserve the right to refuse such bookings made online.
This exclusion of same sex groups is purely in respect of stag/hen groups and the like, as excessive noise will not be tolerated.
We welcome same sex couples and embrace diversity at every level.
Due to the age and design of the property there are 6 steps up to the front door and no level access or ramp available for guests with mobility limitations. There are no accommodation rooms available on the ground floor. The property is spread over four floors and there is no lift. Wheelchairs cannot be accommodated. If you require any more information regarding access, please call us on 01947 601178.
Special Dietary Requirements
Should you have any special dietary requirements, please let us know prior to your arrival and we will aim to cater for this.
We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles/possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.
Valuables left in your room are at your own risk. We cannot provide secure storage for these items.
Whilst we have taken reasonable steps to ensure that information contained within our brochures, tariffs, leaflets, guest information, website and other advertisement materials is accurate, it is not guaranteed and we reserve the right to alter, substitute or withdraw any service, facility or amenity without notice if necessary.
Any personal identifiable data gathered during the course of your booking will be held securely as prescribed by the Data Protection Act. This information is only used for the purpose for which it was intended and will only be disclosed to others in the event of a legal requirement.