Bedroom Terms & Conditions
Terms & Conditions (amended August 2022)
All the information was correct at the time of printing, and is subject to change without notice.
These terms and conditions are between you and Hillbrooke Hotels (Master Builders) Ltd, 40a Chalk House, Upper Woodford, Salisbury, Wiltshire, SP4 6NU(‘The Hotel’), and apply to all bookings of hotel rooms at The Master Builders.
Company number: 06681935
You agree that you make reservations in good faith for legitimate use by you and your invited guests only and not for any other purpose, including but not limited to reselling, impermissibly assigning or posting on third party websites, or making speculative, false or fraudulent reservations or any reservation in anticipation of demand.
- Special offers & late availability bookings
All special offers and late availability bookings will require full pre-payment at the time of the booking. The deposit is non-refundable, and non-transferable.
We require the bedroom accommodation rate to be paid upon check-in. All additional charges credited to your bill during your stay are required to be settled in full on the day of your departure.
The Hotel reserves the right to place a pre-authorised amount on a credit or debit card at our discretion during the course of your stay.
- Cancellations, amendments & no-shows
Amendments to an existing booking are subject to availability.
Cancellations made 0 – 48 hours prior to 3pm on the day of arrival will result in the full cost of the accommodation being charged per room booked.
If you or any of your guests fail to arrive, you will be subject to the full accommodation cost being charged to the credit or debit card that the initial booking was guaranteed with.
- Group bookings cancellations & amendments
We define a group booking as 5 or more total bed nights booked in two or more rooms. This includes reservations arranged, managed and paid by an individual or where a group of individuals have booked separate rooms with the intention of attending an organised holiday or private event.
Group bookings will be subject to our group bookings cancellations and amendments policy.
Group bookings must be booked onto our Advanced Purchase package. Payment is required at the time of booking and this is non-refundable.
All amendments are subject to availability.
Any minor amendments made to individual rooms 0 – 28 days prior to the date of arrival may be subject to charges at the The Hotel Management’s discretion. It is at The Hotel’s discretion whether any larger amendments made will be subject to the cancellation policy.
- Room Allocations
The Hotel undertakes to supply you a room within a specific category, should this not be available a similar or superior standard of room will be supplied.
- 3rd Party Bookings
The Hotel accepts limited liability for all reservations made through any website or agent not directly managed by The Hotel. Guests are reminded that their contract of stay is with the 3rd party provider, and any issues resulting from a reservation error must be addressed directly with the booking agent. The Hotel always advises its guests to book directly to enjoy the best rates and customer service.
Children under the age of 18 may stay in their parent’s room, subject to a suitable room having been booked at the time of the reservation. A charge of £25 per child, per day, aged 3-13 years will be made, this is inclusive of an extra bed and breakfast. Under 3’s may enjoy a complimentary breakfast, but a linen charge of £25 per bed or cot will be applied. A charge of £25 per child, per day, ages 14 – 18 will be made. This includes the additional bed (please note that our z-beds may not be suitable for older children and as such, are booked at your discretion), however, does not include breakfast. There are no circumstances where children under the age of 12 may occupy a room without an adult occupying a room with them. We do not include children within our dinner inclusive rates and packages, all meal costs for children excluding breakfast are charged as taken.
Dogs are allowed to stay strictly at the discretion of The Hotel’s Management, and an additional charge per dog per day will be payable. The charge is £25.00 per dog for the stay/duration. We allow a maximum of 2 dogs per room. The Hotel has designated a limited number of rooms as being dog friendly. We welcome well behaved dogs, but do ask that consideration is given to all of our other guests. We are mindful of animal welfare, and encourage guests not to leave dogs alone in guest bedrooms at any time. We do not allow pets in the Restaurant. Dogs are required to be on a lead at all times in the public areas of The Hotel including the corridors and grounds. There will be an additional £25.00 charge for any damage or soil caused by the dog.
- Threatening behaviour and abuse of staff
The Hotel has a zero-tolerance policy of any member of staff being verbally or physically threatened by any persons visiting The Hotel. The Hotel’s Management retain the right to consider each incident on an individual basis and to request any visitor to leave the premises at any time, and to call for assistance from the appropriate authorities.
- Vacating Bedrooms
You are required to vacate your room by 11am on the day of departure. A late checkout can be requested prior to the morning of your departure, and is subject to availability. Late checkouts will be charged at £25 for check-out no later than 1pm.
- Arrival Time
All rooms are normally available for occupation from 3pm. It is entirely at The Hotel Management’s discretion whether rooms can be occupied prior to the advertised arrival time. Whilst every effort is made to make rooms available for function and wedding guests before 3pm, operational requirements regularly do not allow the early occupation of rooms during busy periods. If you are anticipating a very early arrival, to guarantee your room will be available for immediate occupation we strongly advise booking the night prior to your date of arrival. A limited number of guaranteed early check-in rooms can be booked to allow guests access to their room from midday. The cost is £25 per room.
- Damage and Mistreatment of Property
You shall be responsible for any and all damages caused to the allocated rooms or the furnishings, utensils, equipment and to any other property of The Hotel and/or its grounds – by an act, default or neglect. You accept that you shall pay the hotel on demand the amount required to make good or remedy the damage.
The Hotel strictly enforces the Government no smoking legislation. It is an offence to smoke anywhere within The Hotel building. Guests will also be charged directly for any subsequent fines to the business due to failure to comply with legislation. A further charge, of up to and including a full night’s stay will also be charged to you.
- Method of Payment
We accept all major credit cards and in accordance with current government legislation and we do not levy any additional fees. We do not accept cheques.
- Refurbishment Work
The Hotel is continually looking to upgrade and improve all of its facilities. This may result in certain facilities and amenities not being available. The Hotel reserves the right to carry out maintenance work without prior notice.
- Force Majeure
If The Hotel is prevented or hindered from carrying out its obligations here under by circumstances beyond its reasonable control including (without prejudice to the generality or foregoing) government intervention, strikes, labour disputes, accidents, Acts of God, national or local disasters or war, then the Hotel’s liability to the Client shall be no greater than the amount paid to the Hotel by you in respect of the accommodation. If for any reasons beyond the Hotel’s reasonable control the accommodation reserved cannot be made available to you, The Hotel reserves the right to substitute similar or comparable accommodation and such a substitution shall be accepted by you as satisfactory performance by The Hotel of its obligations hereunder to provide the accommodation reserved. Note – at peak times it may not be possible to book suitable alternative accommodation, under these circumstances The Hotel’s liability will be strictly limited to the return of the deposit or pre-payment made.