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Our Terms

These terms and conditions apply to any person making a reservation with us whether online, in person or via telephone or other form of telecommunication. They should be read in conjunction with the terms and conditions set out on our Registration Form, which apply in addition to the terms and conditions set out below. In the event of any conflict between such terms and conditions and those set out in the Registration Form, these terms and conditions shall prevail.


We understand that plans change. Should you need to cancel or amend your reservation, please do so not later than 24 hours prior to the time of your expected arrival as set out in your reservation. For any cancellations or amendments made to your reservation after this time we reserve the right to make a charge of one night's rate for the room that you had reserved. Please note that some room rates have specific cancellation terms in respect of which we will have informed you at time of booking in which case the relevant cancellation terms will apply. For instance, some rates are non-cancellable and, if such a booking is cancelled or if the length of stay is reduced, a full non-refundable deposit of the total accommodation cost will be processed from the credit card you have provided at the time of booking.

Except where we've agreed in advance, specific suite or room numbers are not provided to you prior to your arrival. Where you have been given a specific suite or room number, we reserve the right to change it.

Very rarely, we may need to substitute your reserved accommodation with similar or comparable accommodation. You agree to accept any such substitution as satisfactory performance by us of our obligation to provide the reserved accommodation.

Rarely, errors may occur in respect of your reservation. Where we are unable to accommodate you, we do our best to secure alternative accommodation for you of the same quality.

All descriptions, images and indications of the price of our accommodation provided on the Website or otherwise communicated to you are for illustrative purposes only and intended merely to present a general idea of the accommodation and the room rate. Although we have made every effort to display the rooms and suites accurately, the accommodation may vary slightly from those images. Your room rate and other accommodation details and the total price payable by you will be specified in the booking summary of your reservation.


Check-in is available from 3pm. If you are arriving early, we're pleased to offer early check-in upon availability. However, to guarantee availability if arriving before 3pm, we recommend you book the previous night.

The checkout time is 12 noon. Should you wish to arrange a late checkout beyond this time, this can be arranged but we reserve the right to make a surcharge. If a late checkout has not been agreed, we reserve the right to levy a surcharge of 25% of the contracted room rate for every hour the room remains occupied beyond the official checkout time (which is a reasonable pre- estimate of the loss we will suffer as a result of your continued occupation) and to remove your belongings from the room and store them to enable us to prepare the room for the next guest.


On your arrival at the Hotel, we will ask you to complete a Registration Form for all the guests in your group over the age of 16 who will be resident at the Hotel. We will ask you to provide us with their full name(s), home address(es) and nationality together with particulars of your next destination, including the full address if known. We are required by law to do this. You will also be asked to produce their Identity Document(s). These records and the other information you provide to us will be processed in accordance with our privacy policy (which will be available to you at reception and can also be accessed here). In particular, the information will stored by us for at least 12 months and may be disclosed or made available for inspection by any police officer. We reserve the right to refuse entry to persons who cannot provide the information we are required by law to collect. Guests under the age of 18 may only be registered and checked in to the Hotel if accompanied by an adult.


We reserve the right to monitor record your telephone calls with us for training, quality control and administrative purposes.


Very occasionally, we may need to move you from one room to another. If it is not possible to move you to a different room whilst you are present, you agree that we may remove your belongings from your existing room and place them in a new room. You are responsible for the removal of all valuables from your existing room (including the valuables placed in the room safe). We strongly advise you to place any valuables in the secure deposit facilities available from the Hotel's Security. Please see the notices relating to your rights in respect of valuables at reception and on out Registration Form. Nothing in these terms and conditions affect your rights in respect of their loss and/or damage under law.


We reserve the right to refuse you and/or your guests admittance to the Hotel's rooms or to give you or your guests access to other areas of the Hotel at all times. We regard your protection and that of your property, the Hotel, the Hotel's property and the reputation of the Hotel as of paramount importance. Where, in our reasonable opinion, we have concerns regarding you or any of your guests or visitors, we may decline to provide you or them access to the Hotel.

We do not tolerate discrimination whether on grounds of sex, age, gender identification, colour, race, nationality, disability, marital status, maternity or pregnancy, religion or belief, sexual orientation, ethnic or national origin and such factors are never taken into account by us in declining admission, or for any other decision taken by us which may affect you or your guests.

We must comply with certain licensing and statutory regulations and reserve the right to restrict access to the Hotel's facilities in accordance with the Hotel's alcohol licence.


Visitors may only stay overnight in your room or suite (or that of your guests) if the number of sleepers corresponds with the number and size of beds. This is required so that we do not breach the accommodation maximum specified in the Hotel's fire and insurance policies. If you'd like an extra bed in your room or suite, we'll be happy to arrange this for you for a reasonable additional cost. Additional cots for babies and small children are complimentary. Please note that you are responsible for the conduct of your guests and visitors whilst they are at the Hotel. Please be considerate of our other guests and do not be noisy or cause a nuisance. Please cooperate and comply with any reasonable requirements of, and with any policies of the Hotel and the Hotel facilities as may apply from time to time. Please note that Individuals suspected of soliciting or importuning irrespective of whether they are a guest, resident or visitor will be denied access to the Hotel.


Your behaviour, appearance and sobriety must be of a standard appropriate to that expected of the Hotel's standing. The Hotel and our restaurants do not have a formal dress code but we hope our guests will dress smartly and appropriately. We kindly request no sportswear, beachwear, shorts, ripped jeans or flip flops be worn at lunch or dinner in The Colony Grill Room.

You agree, for yourselves and your guests or visitors, not to use the Hotel or its services for any unlawful purpose or in breach of applicable law. Examples of prohibited uses include but are not limited to the following:

  1. commission of any criminal offence including the possession and use of controlled drugs and possession and storage of firearms;
  2. use of the Hotel's services in any manner which is an infringement of the rights of any individual, firm, organisation or company according to applicable law;
  3. discriminatory behaviour or other behaviour which affects the dignity of an individual directed by you or your guests or visitors to another individual or individuals within the Hotel, including other residents, guests, visitors or staff of the Hotel, whether verbal or not, which is of a sexual or racial nature or which is based upon disability, age, sexual orientation, gender identification, nationality, marital status, maternity or pregnancy; or religion or belief;
  4. any form of verbal or non-verbal conduct which could be regarded as violent, bullying or intimidatory behaviour such as unsolicited touching of residents, guests, visitors or staff of the Hotel;
  5. conduct exhibited by residents, guests or visitors which invades the privacy of another individual or individuals including any other residents, guests, visitors and staff of the Hotel;
  6. entertaining at the Hotel of courtesans or any person employed for sexual gratification;
  7. holding oneself out as an employee, agent or other representative of the Hotel;
  8. taking any step or committing any action which may damage the moral standing or reputation of the Hotel and/or bring its name into disrepute;
  9. holding oneself out to be operating a business from the Hotel's premises without prior written consent from the Hotel;
  10. soliciting goods and services from residents, guests or visitors and staff of the Hotel without their express consent; installation of recording and surveillance equipment anywhere within the Hotel's premises;
  11. (for the protection of the privacy of our guests, residents and/or visitors) filming and/or photographing in any areas of the Hotel for any purpose without our prior written consent;
  12. commercial photography or filming without our prior written consent; and
  13. the use of our intellectual property including trademarks or trade names without our prior written consent.


You confirm to us that you are over 18 years of age and are authorised by or on behalf of the person who is paying for some or all of the services and goods which we provide to you and your guests (the "indicated person") to agree to these terms and conditions and to incur the charges for use of the services and goods provided to you or your guests by us.

You agree to be responsible for all charges which you or your guests incur with the Hotel or its contractors. The Hotel will seek a pre-authorisation on your credit card and/or that of the indicated person for an amount not exceeding the charges for the total room nights of your reservation plus estimated Incidental charges of £150 per day per room. This pre-authorisation is not a charge, but the issuing bank will reserve that amount from the balance which is available for use on that card. By making a reservation with us, you agree to be liable for all the charges that the indicated person has agreed to be responsible for if the indicated person fails to pay such charges. If you choose to pay the charges by another means, your credit card company will usually release the amount pre-authorised back to your card after a period of about 7 working days (note that longer periods can apply for non UK-issued cards).

If you are a business customer, you confirm that you have authority to bind any business on whose behalf you are making reservations with us.

During the online reservation process, you will be required to confirm a valid method of payment and you hereby authorise the settling of all outstanding charges by the Hotel by the use of the provided payment method and/or using any of your credit or debit card details held on file authorised for such use. We will accept payment by cash in the local currency and by American Express, MasterCard and VISA. The Hotel does not accept Diners Club. Please note that we cannot accept payments by cheque. Charges for the use of any or all of the services and goods provided by the Hotel will be added to your room account with us and will be due for payment in accordance with the payment terms agreed under these terms and conditions.

Long stays of seven days or more are required to be settled weekly at the Hotel reception within 24 hours of the date on which the Hotel's invoice is provided to you.

Charges for the use of any or all of the services and goods provided to you or your guests by the Hotel are to be settled prior to you leaving the Hotel.

We may agree in our absolute discretion to allow payments for the Hotel's services and goods to be made by a third party such as a company, association or individual. We are entitled to decline payment by any such third parties. You remain personally liable for all charges for the Hotel's Services until receipt of cleared funds from such third party if we agree to accept payment from them.


A discretionary 5% service charge will be applied to the room rate on your final bill. Please note none of our staff expect tips or gratuities.


  1. You must advise the Hotel in advance of arrival if you or any of your guests or visitors wish to bring a dog or other pet into the Hotel.
  2. You must inform us of the species, breed and weight of the dog or other pet in advance.
  3. Only guide or assistance dogs are permitted into guest bedrooms. Other pets and dogs are only permitted with the prior consent of the Hotel. If such consent is not given and a dog or other pet is brought into the Hotel we reserve the right to require you to remove the animal and if you refuse to require you to leave the Hotel immediately.
  4. Any stains or damages must be paid for according to the cost of replacement or repair to us. You are required to control any noise made by any permitted dog or pets to ensure it does not disturb other guests.
  5. The Hotel reserves the right to right to require you to remove any dogs or pets and if you refuse to require you to leave the Hotel immediately if the behaviour of the animal causes us or any of our guests concern.
  6. Dogs or other animals must not be left unattended in any area of the Hotel.
  7. Dogs and other pets must be kept under control at all times and we require dogs to be kept on a lead.
  8. Dogs and other pets are not allowed on the furniture.
  9. Dogs and other pets are only permitted in the lobby of the Hotel until 6pm.
  10. A pet service charge of £85.00 plus VAT will be added to your account.
  11. Dogs and other pets are not allowed in the Hotel's spa and fitness facilities.
  12. Dogs and other pets are not allowed in any food and beverage area, with the exception of guide or assistance dogs.


Children under the age of 18 years old are welcome throughout the Hotel until 6pm. After 6pm children are not permitted in the Magritte Bar without express permission from the Hotel Manager and then only when accompanied by a parent or guardian.


Extra rollaway beds are available at £80 inclusive of VAT per night. We are delighted to provide an extra bed for one child up to and including 12 years of age on a complimentary basis in all our Suites. Baby cots are also provided on a complimentary basis for babies up to and including 2 years of age in all our room categories.


Guests between the ages of 16 and 18 years will have access to the spa and gym facilities but must be accompanied by an adult. By making a reservation with us, you acknowledge the hazards of exercise programmes and equipment, and accept the risks involved. You acknowledge that you are in good health and understand the operation, use and purpose of such equipment and facilities. You acknowledge that the gym is not always supervised by the Hotel's team.


The Hotel is a non-smoking hotel. Guests are encouraged to smoke in the designated areas provided outside. If you or any of your guests have smoked in your room, we will apply a daily surcharge to your bill for the duration of your stay. This daily surcharge will be an amount between £500 and the prevailing Best Available Rate for your room type depending on the extent of the cleaning we have to undertake and is a genuine pre-estimate of the loss we will suffer as a result of your breach of this policy.


Where we procure services for you through a third party (such as restaurant bookings), all contractual arrangements relating to such services are between you and the third party. We do not give any warranty, guarantee or other term as to the quality, fitness for purpose or otherwise of services supplied by third parties.


We will deal with any complaints made about your invasive, violent, bullying or intimidatory conduct or discriminatory behaviour as discreetly and as confidentially as possible subject to the Hotel's obligations under applicable law.

We will explain the particulars of any formal complaint being made against you or your guests and provide you with an opportunity to make representations concerning any such allegations.

Given the potential sensitivity of a complaint to the individual involved, you and the Hotel agree to keep such matters confidential except where we are required to disclose them by applicable law.


Where you are engaged in conduct which in the Hotel's view is unacceptable, we, in our absolute discretion, may issue you with a verbal or written caution requiring you to refrain from and to provide assurances not to engage in such unacceptable conduct on the Hotel's premises as an alternative to requiring you to leave the Hotel. Failure to comply with such requests will result in you being required to leave the Hotel. We reserve the right to contact the police should, in the Hotel's opinion, your conduct warrant this action.

If your unacceptable conduct is deemed by us to be sufficiently serious or we reasonably believe that you are unable or have no intention to pay for the Hotel's services, we may ask you to leave the Hotel with immediate effect. In such circumstances, you will be responsible for the payment of all charges incurred up to the time of departure at the time of departure.

You agree on behalf of yourself and/or your guest(s) and/or your visitor(s) to reimburse the Hotel for all damages (including damage to property, losses, liabilities, including any fines or penalties imposed by any regulatory or trading authority), expenses, costs or other liabilities of any nature suffered or incurred by the Hotel or any of its employees, agents or sub-contractors including any damages or other sums awarded against us under any judgment by any court of competent jurisdiction, and all settlement sums paid by us as a result of any settlement agreed, arising out or in connection with any breach by you, your guests and visitors of any of these terms and conditions.

We reserve the right to seek compensation in respect of loss or damage caused to the Hotel or to its reputation caused by a breach of these terms and conditions.


Any complaints and/or claims made by you or your gusts or visitors will be treated by us with the utmost seriousness. Please report any claims for loss of or damage to your or your guest's or visitor's property or any claims for personal injury to us as soon as reasonably practical after becoming aware of the claim and if this is after you have left the Hotel, no later than 3 working days after the date on which you leave the Hotel.

You are requested to make any complaints concerning the level of our service or the conduct of our staff or other residents, guests or visitors to the Duty Manager prior to your departure from the Hotel. A senior manager of the Hotel will aim to contact you within 48 hours of any such complaint.

In the event of a claim alleging theft or the misappropriation of property, or violence or intimidatory conduct perpetrated against any resident, guest, visitor or individual in the Hotel, immediate notice of any such claim must be provided to the Duty Manager. We will conduct our own investigation and will involve the police either at the request of a victim to any such claim or where we have a reasonable belief that a criminal offence has or may have been committed.


By making a reservation with us, you agree to release and hold harmless the Hotel from any liability, costs or expenses that you or your guests cause to the Hotel, to any other guests of the Hotel or their property, or to yourself, including without limitation any arising from your or your guests' use of the gym and/or treatment services provided by the Hotel or its contractors. This does not exclude or limit our liability for personal injury or death resulting from the negligence of the Hotel, its employees or agents or any other liability which cannot be excluded by law.


There is a safe in your room. You agree to use it for your valuable personal property otherwise our liability for its loss or damage will be limited by the Hotel Proprietors Act 1956 (the "Act").

Under the Act, an hotel proprietor may in certain circumstances be liable to make good any loss of or damage to a guest's property even though it was not due to any fault of the proprietor or staff of the hotel. This liability however:

(a) extends only to the property of guests who have engaged sleeping accommodation at the hotel;

(b) is limited to £50 for any one article and a total of £100 in the case of any one guest, except in the case of property which has been deposited, or offered for deposit, for safe custody;

(c) does not cover motor cars or other vehicles of any kind or any property left in them, or horses or other live animals.

This notice does not constitute an admission either that the Act applies to this hotel or that liability thereunder attaches to the proprietor of this hotel in any particular case.


Nothing in these terms and conditions affect your rights or those of your guests or visitors under applicable consumer laws which cannot be excluded by law (including without limitation under the Act or liability for personal injury or death caused by the Hotel's negligence or that of its employees or agents). Save for such liability, the Hotel's liability is limited as follows:

  1. We will not be responsible for the loss or damage of any property left in the Hotel, save where directly caused by the Hotel's default, neglect or wilful act, other than as required under any applicable law.
  2. Our liability extends only to residents with sleeping accommodation at the Hotel and is limited to £750 for any one article and a total of £1500 in the case of any one guest. We extend the Hotel's maximum liability (a) to £50,000 in respect of property deposited with our security team (please ask for this service at reception) and/or (b) to £2,500 for property stored in locked bedroom safes.

The Hotel does not accept liability for claims if you fail: (a) to bring such incidents to the attention of the Hotel within the time period of 7 days and/or (b) to co-operate with the police if involved.

Except in respect of death or personal injury caused by the Hotel's negligence or that of its employees or agents, or save as expressly provided in these Terms, we shall not be liable to you:

  1. by reason of any representation (unless fraudulent); under any implied warranty, condition or other term, or any duty at common law;
  2. for any financial loss or any liability you may have to a third party;
  3. for any loss of profit, business, contracts, revenues, anticipated savings, reputation, goodwill or opportunity whether direct or indirect; or
  4. for any indirect, special or consequential or pure economic loss, damage, costs, expenses or other claims (whether caused by the negligence of the Hotel, its employees or agents or otherwise) which arise out of or in connection with the provision of our services or goods (including without limitation any delay in providing or failure to provide the services or goods) or their use by you or your guests or visitors.

The entire liability of the Hotel under on in connection with the Contract shall not exceed the amount of the Hotel's charges for the provision of the services and goods, except as expressly provided in these terms and conditions.

We shall have no liability to you for any loss, damage, costs, expenses or other claims for compensation arising from any instructions supplied by you which are incomplete, incorrect, inaccurate, illegible, out of sequence or in the wrong form, or arising from your late arrival or non-arrival or any other action or omission of yours or your guests or visitors.

You acknowledge that in entering into the contract with us on your reservation, you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms or conditions or any document expressly referred to in them.

You agree that neither of us have relied upon, or shall have any claim for, any innocent or negligent misrepresentation or negligent misstatement based on, any statement in these terms and conditions or on the Website.


Where the Hotel's 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 floods, earthquakes, extreme adverse weather conditions, natural disasters, acts of God, acts of terrorism, fire or failure of electric power, gas, water or other utility service, plant machinery, computers, vehicles, collapsing of building structures, government or public authority interventions, pandemics, strikes, labour disputes, accidents and emergency repair works, then the Hotel's liability to you shall be limited to refunding to you any sum that you have already paid to us in respect of those obligations that we are unable to fulfil.


The privacy of our guests is of utmost importance to us. The Hotel uses the personal data you provide to us (including that given above) with your consent, in accordance with our legitimate interests and/or in order for the Hotel to provide you with the services you have selected and which we are contractually obliged to deliver to you. You acknowledge that the Hotel's Privacy Notice can be viewed at any time at This notice explains in more detail the types of personal data the Hotel collects, the purposes for which we process it, the third parties to whom we pass your data and the reasons for doing so (including to enable the Hotel to provide our services to you), and an overview of your data privacy rights, including your right to withdraw your consent at any time. The Hotel does not provide your personal data to any businesses outside the Hotel for marketing but may use your data to send you emails and other communications to provide you with news about the Hotel, its services and products that might be of interest to you. If you do not wish us to contact you in this way, please let us know when you register with us at reception of send an email to this effect to [email protected].


You must advise us of any allergies or health issues (including without limitation any disabilities) which you or any of your guests or visitors have when you make your reservation and/or prior to your arrival at the Hotel. You agree that if you do not do this, the Hotel cannot be held liable for any loss or damage which you or your guests or visitors may suffer as a result of our being unaware of any such allergies or health conditions, except for any such loss or damage which cannot be excluded by law.


We will continue to rely on and use the details with which you provide us when you make your reservation and/or register at the Hotel as well as the agreement which you enter with the Hotel in respect of any return visits by you. If you do not wish us to do so or wish to make any changes to the details above please advise us at the next time of booking or registration and we will make the relevant changes and/or ask you to sign another registration card.


If you wish to contact us in respect of any matter arising under these terms and conditions you must do so by writing to:

[email protected]

If we wish to contact you in respect of any matter arising under these terms and conditions we will do so by writing to you at the address (including the email address) which you gave to us on making your reservation.


These terms and conditions shall be governed by the laws of England and any dispute relating to them (whether in contract, tort or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Last Updated: 7 November 2022