St Austell Brewery Hotels and Inns - Accommodation Terms and Conditions
You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.
You will need to provide your credit or debit card details to secure your reservation. We accept Visa, MasterCard, American Express, Maestro and Electron to secure a reservation.
If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss.
By placing a booking with us you and your booking party agree to the following terms and conditions as set-out. During your stay you agree to abide by the subsequent conditions as set-out. If you have any questions about booking with us, please contact us before making a booking. To place a booking with us the lead guest must be at least 18 years of age. The maximum number of staying guests per room is illustrated in the room occupancy details on the website. Where the person making the booking is different to the lead guest taking up the occupation, the person making the booking may be held responsible for cancellation, non-arrival and damages as set-out within. Only the lead guest and the named booking party are allowed to stay in your room.
All guests agree to respect the privacy and peace of all other staying guests, neighbours and the owners at all times. We reserve the right to cancel a booking with immediate effect if guests are not honouring this agreement or causing a disturbance / nuisance to other guests, neighbours or the owners.
Whilst the web site is intended to give a fair representation of the facilities available, there may be occasions when certain facilities are out of use. Although every effort will be made to try and ensure that this does not happen, where it is unavoidable, then no liability shall attach to the inn by reason thereof. If you require further information about any particular facilities or their availability please write well in advance of your holiday so that your queries can be dealt with. The inn cannot accept responsibility for anything said to you by our staff outside the information given in web site unless it is confirmed in writing.
Unfortunately pets are not allowed in the bedrooms, with the exception of assistance dogs and reservations at the Waterfront Apartment.
St Austell Brewery Hotels and Inns adopt a dynamic pricing model and the price of our rooms fluctuates based on demand. When you make a reservation request, we'll give you a total price for the rooms and number of nights you've requested.
Paying for your room
If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to pay on arrival. Payment may be made by credit/debit card (Visa, MasterCard, American Express, Maestro and Electron).
Although we will try to accommodate special requests, all rooms are subject to availability.
Cancellation, Returned Deposit & Non-Arrival Conditions
Guest who need to cancel a booking should contact us as soon as possible.
If cancelled up to 48 hours before the date of arrival no charges will be incurred, if you cancel later than this the first night will be charged. In case of a no show the total price of your reservation will be charged. A deposit, cancellation charge and other conditions may apply to certain rates, as specified.
It is suggested that booking guests take out appropriate holiday / cancellation insurance where required.
Any refunds will only be made to the card details the original charge was made to.
Group reservations will have different terms and conditions which will be agreed at time of booking.
Booking terms may vary during Bank holidays and when there are special events.
If you have booked through a third party travel agent please refer to the agents specific cancellations terms.
Arrival and Departure
You can check into your room from 3pm and we ask guests to leave their room by 11am on the day of departure.
Guests will be asked to provide proof of identity and nationality upon check-in. Guests will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport or driving licence (for overseas guests it must be a passport). We required the names of all guests staying with us. These details will be kept securely for a period of 12 months as required by law.
Reservations of the Waterfront Apartment
30% of the total rent is taken as a non-refundable deposit and the full balance of the stay is payable 1 month prior to the date of arrival. In the event of a cancellation you may be liable for the full cost of the stay unless we are able to re-let the property at full rental value. Pets are welcome in the apartment but will incur a surcharge of £25 per week.
Smoking of any tobacco products including, but not limited to cigarettes, pipes, cigars, e-cigerettes, snuff or chewing tobacco, is only allowed in designated areas as sign posted throughout the accommodation and is in accordance with the Health Act 2006.
You can stop to drop off luggage on the quayside outside the Havener's, however this does get very busy in the summer season, there is chargeable public parking is about a 10 minute walk from the property which is £6 per day.
Guests must accept that they park their vehicles at their own risk.
The inn operates the Challenge 25 initiative.
The “Challenge 25” initiative highlights the fact that “if you are lucky enough to look under 25 you will be asked to prove that you are over 18 when you buy alcohol”. Acceptable forms of proof are: photocard driving licence or passport accredited proof of age card. This applies to all residents and their children.
WiFi Fair & Appropriate Usage Policy
Where WiFi Internet access is provided, guests accept to use this access to the Internet fairly and appropriately. We may monitor network performance and user usage in order to maintain a fair and high level of service to all our guests. The Internet access provided is intended for general use such as access to the world wide web, email, messaging, social media, light video / music / media streaming. It is not intended or ideally suited for heavy media streaming, online gaming, extensive downloads / uploads. Access to illegal activity or use of our network for illegal activity is not prohibited and will be reported to local authorities.
Maintenance and Improvements
You may find that there is necessary maintenance, development or refurbishment work taking place during your visit. We will do our best to keep any noise and inconvenience to a minimum. Please help us to make your stay a happy one: if something goes wrong on your holiday please let us know before you leave so that we can try to put it right. We cannot be held responsible for the failure of public services eg gas, water, electricity etc, or for any disturbance which is beyond our control.
Damages & Lost Property
We reserve the right to charge the lead guest for any damages caused through the course of a booking by any member of the booking party. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Any accidental damages should be reported as soon as possible in order to minimise damage and associated costs. Lost keys / fobs / access cards will incur a replacement charge.
Any lost property, if discovered and found, left behind by guests during a stay will be held for a period of 1 month. While we will make our best efforts to reunite lost property with their owners we accept no responsibility in replacing lost items and encourage guests to ensure they have all their belonging before checking-out. We may offer to post lost items via recorded delivery at the cost of the property owner, otherwise collection can be arranged.
Your Personal Details & Privacy
We are required to keep a register of guests over the age of 16 who stay with us, this includes full names and nationality, and/or passport numbers, place of issue, details of next destination if they are non-British, Irish or Commonwealth guests. This is in accordance with the (Immigration (Hotel records) Order 1972). These records are kept for a minimum of 12 months and in accordance with the DPA (Data Protection Act 1998) and the GDPR (General Data Protection Regulation) [which comes into force in May 2018].
This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
Our Right To Cancel
We reserve the right to cancel any booking without compensation, refund or reimbursement if the terms of these conditions are breached. We may also cancel your reservation if an event outside of our control (including industrial action, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
if you have already paid for your room, we will refund your payment to you; or
if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.