HOTEL POLICIES AND HOUSE RULES
Best Western The Rose and Crown Hotel strives to provide our guests with an exceptionally comfortable, clean and convenient hotel experience.
These Hotel Policies / House Rules are considered part of our reservation agreement with you. As our hotel guest, and upon check-in, you are agreeing to abide by ALL our Hotel Policies / House Rules, terms and conditions, and procedures.
We reserve the right to refuse service and/or to charge a guest’s card if the guest damages hotel property or fails to comply with the Hotel Policies / House Rules.
The Management of Best Western The Rose and Crown Hotel appreciates your co-operation in abiding by the following house rules and policies which have been established with your enjoyment and safety in mind.
Our Hotel Policies / House Rules may change from time to time.
Damage Policies
DAMAGE AND / OR THEFT OF HOTEL PROPERTY
You are liable for any damage caused (whether by deliberate, negligent, or reckless act) to the room(s), hotel’s premises or property caused by you or any person in your party whether or not they are staying at the hotel or visiting you during your stay.
Best Western The Rose and Crown Hotel reserves the right to retain your credit card and/or debit card details, or to use your security deposit (£150) taken at check in to charge the amount deemed necessary to compensate or make good the costs incurred by the hotel as a result of the above.
Should this damage come to light after you’ve left, we reserve the right, and you hereby authorise us, to charge your credit or debit card for any damage incurred to your room including property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc.
We will make every effort to rectify any damage internally prior to contracting a specialist to make the repairs, and therefore will make every effort to keep any costs that the guest incurs to a minimum.
DAMAGE DISCOVERED AFTER CHECK-OUT
Guest Rooms found with waste scattered around, in complete disorder, and/or “trashed” will be subject to a £150 maintenance, deep cleaning fee, administration fee and/or third-party fees.
DAMAGE TO ROOM
Damage to rooms, fixtures, furnishing, and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged at 150% of full and new replacement value plus any shipping and handling charges.
Any damage to hotel property, whether accidental or wilful, is the responsibility of the registered guest for each particular room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.
DAMAGE TO MATTRESSES AND BEDDING
Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, urination ,defecation, make-up, shoe-polish, etc. will result in a charge of a minimum fine of £150 plus, 150% of full and new replacement value plus any shipping and handling charges, for the special cleaning, repair or replacement of the damaged article.
DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS / FIRE-FIGHTING EQUIPMENT
Best Western The Rose and Crown Hotel reserves the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the hotel, including detector heads in public areas, guest rooms, break glass points and fire extinguishers.
Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and will be evicted from the hotel.
Depending on the severity of the guests’ actions, the police may become involved at the hotel’s discretion.
Should the fact that fire-fighting or detection equipment had been tampered with come to light after you have departed, we reserve the right and you hereby authorise us to charge your credit or debit card for the above. The minimum standard fine of £200 is applied but this can increase upon evaluating the seriousness of the incident/situation.
Guest Policies
ALCOHOL
Those who choose to bring their own alcoholic beverages must consume them in their room. Any alcohol consumed in public areas such as the reception area, banqueting rooms and lounge area must be purchased from the hotel’s bar.
CHECK-IN REQUIREMENTS
Guests must be at least 18 years of age to check in to the hotel. In the interests of security and to prevent fraud, guests are required at check in to confirm their identity by providing valid photo identification, for example a passport or driver’s licence.
Guests must be able to prove their age and identity and staff are required to decline a booking if the validity of the documents provided is in doubt. Staff will decline the booking if the above criteria are not met.
CHECK-IN TIME
3pm.
CHECK-OUT PROCEDURE
Check-out time is 11am. Please check-out at reception so that we can have housekeeping check your room as soon as possible to release your security deposit.
CHECK-OUT TIME
11am. Check-outs past 1pm will be subject to a full-day’s rate.
CHILDREN
As the parents, guardians, or chaperones of children aged 12 and under, you are personally and legally responsible for, and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised.
DEPOSIT
At check-in, a debit/credit card pre-authorisation of £150 will be taken as a security deposit. Funds will be held until check-out, at which time they will be released, provided there are no missing or damaged items from the room occupied during your stay. Authorised amounts will usually be released within 3-5 days, but may take up to 15 days depending on your bank.
The pre-auth amount is held back by your own bank so if you have any questions about the length of time then you’ll need to speak to them directly. We are not responsible for any resulting fees or charges.
GUEST REGISTRATION
We require valid contact information from the guest making the reservations including first and last name, address, phone number, email and, on check in signature. The names of all guests occupying the room must be registered as well.
QUIET HOURS
11pm to 8am. If you become aware of a disruptive guest, please contact the reception staff immediately by phone or in person. Televisions, voices, or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. Do not congregate or run in halls.
PETS
Pets are not allowed.
PAYMENT
We accept Visa, Mastercard and Amex. Credit cards are not valid unless signed by the cardholder. The hotel reserves the right to verify your signature from a valid photo identification document. The reception team can send a secure payment link if that is preferred. Cheques and foreign currency are not accepted.
RIGHT TO REFUSE SERVICE
The Rose and Crown Hotel is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) including the refusal or failure to pay for their accommodation; to anyone who appears to be under the influence of alcohol, drugs, or any other intoxicating substance, to anyone acting in a disorderly fashion likely to disturb the peace of other guests, to anyone seeking to use the hotel for an unlawful purpose; to anyone seeking to bring into the hotel a hazardous or toxic substance which may be dangerous to other persons; to anyone who destroys, damages, defaces hotel property or threatens harm other guests or staff; to anyone who exceeds their room occupancy, or anyone who refuses to abide by the reasonable standards or policies established by Rose and Crown.
SPECIAL REQUESTS
We will make every effort to honour special requests such as a specific floor or room number, adjacent rooms, roll-away beds, etc.
Lost & Found
LOST & FOUND POLICY
The Rose and Crown Hotel assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please call us immediately 01206 866677 or email us on [email protected] and we will try to assist you in locating your lost item.
FOUND ITEMS
The Rose and Crown Hotel is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to thirty (30) days.
Reasonable efforts will be made to notify the guest that an item has been found. Perishable items, underwear, and miscellaneous toiletries will be discarded.
RETURN
We would be happy to return your lost item(s) to you. Your credit card will be charged packaging and postage, plus a 25% handling fee. A separate receipt will be emailed to you. The Rose and Crown Hotel is not responsible for any item lost or misdirected during shipment.
UNCLAIMED ITEMS / NO CONTACT
Lost & Found items are held for thirty (30) days while we attempt to contact the guest. If we are unable to contact the during the thirty (30) day holding period, the unclaimed item(s) are thrown away, given to local organizations, or disposed of accordingly by The Rose and Crown Hotel.
On-Site
ENFORCEMENT
All staff are required to respond to potential violations of the hotel’s policies / house rules and when necessary are required to call the police. Guests who refuse to abide by the hotel’s reasonable standards and policies will be evicted with no refund.
FREE Wi-Fi ACCESS
Access to our Wi-Fi is free for our registered guests. The hotel Wi-Fi access code is subject to change without notice. Wi-Fi signals are subject to change without notice depending on the room’s location, the status of our Wi-Fi-equipment, and interference from other local wireless signals. The Rose and Crown Hotel assumes no liability for guest use.
PARKING AT OWN RISK
All vehicles are parked at owner’s own risk. The Rose and Crown Hotel assumes no liability nor responsibility for any vehicle, occupants, or contents while operated or parked near the hotel property.
TERMS & CONDITIONS
The Rose and Crown Hotel makes its best efforts to ensure that all the information that appears on its website is accurate. However, no warranty, expressed or implied, is given that the information provided on the website is error free. The Rose and Crown Hotel does not accept liability for any errors and/or omissions and reserves the right to change the information published at any time and without notice.
Room Policies
ADDITIONAL BEDDING
A limited number of rollaway beds are available upon request subject to availability. The charge is £20 each per day. Maximum capacity of rollaway beds is one (1) per room. Please note that not all rooms can accommodate an extra bed.
DO-NOT DISTURB & ACCESS TO ROOMS
To provide all of our guests with an exceptionally clean and safe hotel experience, we provide daily housekeeping. The Housekeeping Staff is required to enter rooms to clean, check for safety, and verify the condition of the room.
Management reserves the right to enter a room with a known status of “Do Not Disturb” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our hotel policies / house rules. In the event of suspected illegal activity, management reserves the right to call the police to aid in eviction.
CANDLE, INCENSE, ESSENTIAL OILS
Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine assessed, and the guest may be evicted with no refund. The fine is currently at £150 per offence.
COOKING, COOKING APPLIANCES, COMBUSTIBLES, OR FIREWORKS
The safety of our guests, staff, and this facility is extremely important to us. Preparation of food in guest rooms by any type of cooking appliances is prohibited.
A minimum fee of £150 will be charged for cooking in a room, including, but not limited to coffee makers, hot plates, toaster ovens, water heaters, rice cookers, combustible, open flame, barbecue grills, burners, heating appliances, or any other item intended for cooking. Open fires, flames or cooking grills, either charcoal or gas, and fireworks are not allowed anywhere on hotel property.
HOUSEKEEPING / ROOM INSPECTION
Housekeeping is provided daily between the hours of 9 AM to 2 PM. This is a 100 % NON-SMOKING hotel (see above for what is included as “smoking”). Rooms are cleaned and inspected daily, and a detailed log is maintained on each room and including the linen.
Housekeeping and the reception team are skilled in identifying the odours from prohibited items. If our investigation concludes that you have smoked in your room, cooked, or brought a prohibited item into our hotel, fees will be assessed and charge, and you may be evicted without refund.
LINEN CHANGING
Your comfort is very important to us. For guests staying multiple nights, bed linen is changed every third day but only if the bed is clear of all personal items and our housekeepers can access the walkways around the bed.
Housekeeping will be happy to change your bed linen more often, please ask Reception for this service. We hope our guests will assist us in decreasing our environmental impact and water use by reusing towels as much as possible, however, if new towels are needed, please leave your used towels on the floor of your room and we will replace them.
Please contact our Reception team if you have any additional questions or concerns.
MAXIMUM OCCUPANCY
Room occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to rent another guestroom to accommodate the additional guest/s or to vacate the hotel. Room rates are listed for single / double occupancy.
NON-SMOKING
The Rose and Crown Hotel is a 100% smoke-free hotel as all public places are in the UK. Guests are encouraged to notify the reception team immediately if they smell cigarette, marijuana, or other objectionable odours.
NO PARTIES
The Rose and Crown Hotel enforces a No In-Room Party Policy. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise.
If our request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) are responsible for all persons visiting. Non-Registered visitors are only permitted until 11 PM with the exception of those attending a private function at the hotel.
ROOM KEYCARDS
Room keycards are issued to the registered guest(s). No room keycards will be issued to anyone under 18. A valid photo ID (passport or driver’s licence) is required if you have lost your keycard and need a duplicate. Please return all room keycards to reception on check-out. Failure to do so will result in a penalty of £10 for each unreturned keycard.
VISITORS
No visitors after 11 PM unless attending a private function at the hotel. Visitors must notify reception when they arrive. Visitors must be accompanied by the registered guest at all times. As a registered guest, you are responsible for your visitor at all times.
Reservations
CANCELLATION
The Rose and Crown Hotel is not responsible for weather conditions, personal emergencies, or schedule changes. Prepaid, non-flexible bookings are non-refundable and after check in all bookings are non-refundable. Please check the terms and conditions of your booking with us if you have booked directly or with the agency you’ve used.
Flexible bookings must be cancelled twenty-four (24) hours prior to your arrival date in order to avoid a one (1) night full room cancellation fee. If you cancel any reservation, you should keep the cancellation reference for your records.
GROUP RESERVATIONS
Large group / Block reservations must be cancelled four (4) weeks prior to arrival date. Reservations cancelled after that date may be charged one (1) full room charge for each room reserved and the balance of their reservations cancelled.
GUARANTEED RESERVATIONS
All reservations must be guaranteed with a valid credit/debit card. The person booking the room must be at least 18 years old. We accept Visa, Mastercard, and Amex. We do not charge your credit card at the time you make your reservations with us unless you have chosen a pre-paid rate.
NO-SHOW CHARGES
Failure to check in on the scheduled arrival date will result in a No-Show fee being charged to your credit/debit card. You will only be charged the first night, one (1) night’s full room rate and the balance of the reservation will be cancelled.
RATES
All rates are quoted in Sterling (GBP). Rates may increase without notice. Rates as advertised on The Rose and Crown Hotel website, or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion.
Safety
FIRE SAFETY POLICY
The hotel is fully equipped with smoke detectors and emergency evacuation plans on the door of each guest room. Please review this important information.
IN CASE OF EMERGENCY OR FIRE
Please notify reception in the event of a fire or other emergency. A map that shows emergency exits can be found on the back of your room door.
CHANGES & MODIFICATION TO THE HOTEL POLICY / HOUSE RULES
The Rose and Crown Hotel reserves the right to amend, modify, change, cancel, vary or add to the information on our hotel website or in these Hotel Policies / House Rules.
Any modification to these Hotel Policies / House Rules that occurs before your departure is considered a part of your agreement with us. A copy of these Hotel Policies / House Rules is located on our website, and available from reception upon request.