Accommodation Specific Terms & Conditions

Please find below specific Terms and Conditions relating to each individual property along with additional general Terms and conditions, relating to your reservation and stay with us.

Cranleigh Boutique Hotel

Check-in & Check-out

The check-in time for all rooms and suites is between 3.00pm and 10.00pm. Check-out time is 11.00am on the day of departure.

 

Late Check-out

Unfortunately, we are unable to offer late check out at the Cranleigh Boutique, failure to vacate your room or suite at the allocated time, will incur a charge of £25.00 per hour, late departure fee.

 

Parking

We have parking available for 14 cars at the front and rear of the hotel which runs on a first-come, first-serve basis. We offer additional parking at our off-site car park. Please ask at reception for information about our off-site parking if you require it.

 

Breakfast

The Cranleigh Boutique Hotel serves breakfast daily between 8am and 10 am, currently, guests who join us for breakfast will be required on check-in to provide us with a time at which they would like to eat. 

 

SPA Passes – What’s included

Offsite Spa passes are available to purchase at the reservation stage, at a rate of £15.00 per person per day (please note this fee excludes treatments. For those who do book a treatment with the Lakes Hotel & Spa, spa access is already included). Adding a Spa Pass to your stay will give you access to 5* spa & leisure facilities located just a 2-minute walk from our Boutique Hotel location. You can also add a SPA pass post-arrival through our reception team. Once a Spa pass has been purchased we will be able to reserve your time slot, alternatively, you can book this yourself directly by calling 015394 42211

 

Deposits

Best Available Rates (BAR): A deposit of 50% of the first night’s stay will be taken at the time of booking, this is non-refundable non-transferable. Bookings made less than 7 days prior to arrival will be charged in full at the time of booking, this is non-refundable and non-transferable. 

Advance Purchase Rates: Fully prepaid at time of booking. Advance Purchase Rates are non-refundable and non-transferable.

The credit/debit card used for the payment rate must be presented to reception on arrival at the hotel. Please note that failure to do so will result in an alternative payment method being required.

 

IMPORTANT

Please note the exact deposit rules may vary depending on the specific rate/promotion/offer you book with us. These will always be shown at the time of booking.

 

Smoking Policy

The Cranleigh Boutique Hotel is strictly NON SMOKING. The charge for smoking in any room/suite is £100

 

Pets

This property does not allow pets.

 

Children

This property does not allow any person under the age of 18 years old.

 

Guest Occupancy

All rooms, suites are for a maximum of 2 people. We ask that your room or suite is only occupied by the guests associated with the booking.

 

Damage, Breakage & Missing Items

Guests are fully responsible for any damages or missing items during their occupation of any of the rooms or suites. If either situation occurs, the full costs of replacement or repair will be charged to the guest. If the damages to the accommodation mean that we incur a loss of revenue for future stays for whatever reason, then we reserve the right to reclaim these funds from the appropriate guests.

 

Air Conditioning

Due to the nature and age of the Cranleigh Boutique Hotel please, be aware air-conditioning is not available at this particular location. We do provide additional fans in the rooms & suites for hot weather and the accommodation is adequately heated for the winter months. Guaranteeing the most comfortable stay possible with us.

 

 

Church Suites

Check-in & Check-out

The check-in time for the Church Suites is between 3.00pm and 10.00pm. Check-out time is 11.00am on the day of departure.

 

Late Check-out

Unfortunately, we are unable to offer late check out at the Church Suites, failure to vacate your suite at the allocated time, will incur a charge of £25.00 per hour, late departure fee.

Parking

Due the central location of the Church Suites, we can only offer OFF-SITE parking, situated at The Cranleigh Boutique. We recommend that after you have checked in that you drive to the Church Suites, to unload your luggage, and then park in the Cranleigh overflow car park. You can find directions to our off-site parking at the link below.

See how to find our overflow car park

 

Breakfast

Guests staying at the Church Suites are welcome to book breakfast during their stay, breakfast is served daily at The Cranleigh Boutique between 8am and 10am, currently guests who join us for breakfast will be required on check-in to provide us with a time at which they would like to eat. If breakfast has not been booked at the reservation stage and you wish to add to your stay, please inform reception on arrival. Breakfast is charged at £15.95 per person per day.

 

Key/Code Collection for the Church Suites

All guests staying at The Church Suites are required to check-in and collect their code/keys from The Cranleigh Boutique Hotel to can gain access to the accommodation. Upon collection, guests will be asked to fill out a registration form, and provide a form of photo ID. We will also ask those staying at The Church Suites to pay any remaining balance, including any extras that have been ordered in advance.

 

SPA Passes – What’s included

Offsite Spa passes are available to purchase at the reservation stage, at a rate of £15.00 per person per day (please note this fee excludes treatments. For those who do book a treatment with the Lakes Hotel & Spa, spa access is already included). Adding a Spa Pass to your stay will give you access to 5* spa & leisure facilities located just a 2-minute walk from our Boutique Hotel location. You can also add a SPA pass post-arrival through our reception team. Once a Spa pass has been purchased we will be able to reserve your time slot, alternatively, you can book this yourself directly by calling 015394 42211

 

Deposits

Best Available Rates (BAR):

A deposit of 50% of the first night’s stay will be taken at the time of booking, this is non-refundable non-transferable. The remaining balance will be pre-authorised 1 day prior to arrival, if you wish for an alternative card to be used for pre-authorisation, please contact reception. Bookings made less than 7 days prior to arrival will be charged in full at the time of booking, this is non-refundable and non-transferable.

Advance Purchase Rates:

Fully prepaid at time of booking. Advance Purchase Rates are non-refundable and non-transferable.

The credit/debit card used for the payment rate must be presented to reception on arrival at the hotel. Please note that failure to do so will result in an alternative payment method being required.

IMPORTANT

Please note the exact deposit rules may vary depending on the specific rate/promotion/offer you book with us. These will always be shown at the time of booking.

 

Smoking Policy

Church Suites is a strictly NON SMOKING property.  The charge for smoking in the suites is £500

 

Pets

This property does not allow pets.

 

Children

This property does not allow any person under the age of 18 years old.

 

Guest Occupancy

Each church suite is for a maximum of 2 people and we ask that it is only occupied by the guests associated with the booking.

 

Damage, Breakage & Missing Items

Guests are fully responsible for any damages or missing items during their occupation of the Church Suites. If either situation occurs, the full costs of replacement or repair will be charged to the guest. If damages to the accommodation mean that we incur a loss of revenue for future stays for whatever reason, we reserve the right to reclaim these funds from the responsible guests.

 

Air Conditioning

Due to the nature and age of the Boutique Church Suites property, please be aware air-conditioning is not available at this particular location. We do provide additional fans in these suites for hot weather and the accommodation is adequately heated for the winter months. Guaranteeing the most comfortable stay possible with us.

Hideout House

Check-in & Check-out

The check-in time for the Hideout House is between 3.00pm and 10.00pm. Check-out time is 11.00am on the day of departure.

Late Check-out

Unfortunately, we are unable to offer late check out at the Hideout House, failure to vacate the property at the allocated time, will incur a charge of £25.00 per hour, late departure fee.

Keys

Your keys to access the Hideout House will be provided when you check in at The Cranleigh reception. If the keys are not returned to The Cranleigh Hotel reception after you have departed and locked up the property, we reserve the right to charge your card for any replacements. 

Parking

There is private parking available for 1 car at the property.

Breakfast

The Hideout House is a self-catering property; therefore, we are unable to offer breakfast at the Cranleigh Boutique.

Smoking Policy

The Hideout House is strictly a NON SMOKING property. The charge for smoking in the house is £450.

Deposits

Best Available Room Only Rate:
A non-refundable deposit equal to the first night’s accommodation will be taken at time of booking. Remaining balance will be taken 14 days prior to arrival, any cancellations after 14 days will not be refunded, unless we resell the space.

Advance Purchase Rates:

Full pre-payment at time of booking, non-refundable & non-transferable. Please note that promotions and seasonal rates may have additional deposit T&Cs, these will be shown at time of booking. 

The credit/debit card used for the payment rate must be presented to reception on arrival at the hotel. Please note that failure to do so will result in an alternative payment method being required.

SPA Passes – What’s included

Offsite Spa passes are available to purchase at reservation stage, at a rate of £15.00 per person per day (please note this fee excludes treatments. For those who do book a treatment with the Lakes Hotel & Spa, spa access is already included). Adding a Spa Pass to your stay will give you access to 5* spa & leisure facilities located just a 2-minute walk from our Boutique Hotel location. You can also add a SPA pass post-arrival through our reception team. Once a Spa pass has been purchased we will be able to reserve your time slot, alternatively you can book this yourself directly by calling 015394 42211

 

Pets

This property does not allow pets.

 

Children

This property does not allow any person under the age of 18 years old.

 

Guest Occupancy

This property is for a maximum of 2 people and we ask that it is only occupied by the guests associated with the booking.

 

Damage, Breakage & Missing Items

Guests are fully responsible for any damages or missing items during their occupation of the Hideout House. If either situation occurs, the full costs of replacement or repair will be charged to the guest. If damages to the accommodation means that we incur a loss of revenue for future stays for whatever reason, we reserve the right to reclaim these funds from the responsible guests.

 

Air Conditioning

Please be aware that the Hideout Boutique House does not feature air-conditioning in the property.

Bon Vivant

Guest ID’s

Due to the remote and high end nature of this property we will require ether a driving license or passport photo for each guest staying at Bon Vivant. We recommend that for a smoother check in experience, guests upload these details prior to arrival into the MEWS Navigator. Which can be accessed here:

MEWS Navigator

 

Check-in & Check-out

The check-in time for the Hideout House is between 3.00pm and 10.00pm. Check-out time is 11.00am on the day of departure.

 

Late Check-out

Unfortunately, we are unable to offer late check out at Bon Vivant, failure to vacate the property at the allocated time, will incur a charge of £25.00 per hour, late departure fee.

 

Access

Access details to Bon Vivant will be provided when you check in at reception.

 

Parking

There is ample private parking at the property.

 

Breakfast

Bon Vivant is a self-catering property; therefore, we are unable to offer breakfast at the Cranleigh Boutique.

 

Deposit

Best Available Room Only Rate:
A non-refundable deposit equal to the first night’s accommodation will be taken at time of booking. Remaining balance will be taken 14 days prior to arrival, any cancellations after 14 days will not be refunded, unless we resell the space. Please note that promotions and seasonal rates may have additional deposit T&Cs, these will be shown at time of booking. 

The credit/debit card used for the payment rate must be presented to reception on arrival at the hotel. Please note that failure to do so will result in an alternative payment method being required.

 

Security Deposit

A security deposit of £300.00 is taken 24 Hours prior to your arrival. This payment will be refunded back to your card 7 days after you have departed from us. Providing no damages has accrued and the property is returned in the same condition and when you checked in.

 

SPA Passes – What’s included

Offsite Spa passes are available to purchase at the reservation stage, at a rate of £15.00 per person per day (please note this fee excludes treatments. For those who do book a treatment with the Lakes Hotel & Spa, spa access is already included). Adding a Spa Pass to your stay will give you access to 5* spa & leisure facilities located just a 2-minute walk from our Boutique Hotel location. You can also add a SPA pass post-arrival through our reception team. Once a Spa pass has been purchased we will be able to reserve your time slot, alternatively, you can book this yourself directly by calling 015394 42211

 

Smoking Policy

Bon Vivant is strictly a NON SMOKING property. The charge for smoking in the House is £800.00.

 

Pets

This property does not allow pets.

 

Children

This property does not allow any person under the age of 18 years old.

 

Guest Occupancy

This property is for a maximum of 6 people and we ask that it is only occupied by the guests associated with the booking.

 

Damage, Breakage & Missing Items

Guests are fully responsible for any damages or missing items during their occupation of the Hideout House. If either situation occurs, the full costs of replacement or repair will be charged to the guest. If damages to the accommodation mean that we incur a loss of revenue for future stays for whatever reason, we reserve the right to reclaim these funds from the responsible guests.

 

Air Conditioning

Due to the nature and age of Bon Vivant please be aware air-conditioning is not available at this particular location. We do provide additional fans in the rooms for hot weather and the accommodation is adequately heated for the winter months. Guaranteeing the most comfortable stay possible with us.

General Terms & Conditions (For all accommodation)

Pre arrival & Checkout Checklist

See our Pre-Arrival Checklist

SPA Passes – What’s included?

Offsite Spa passes are available to purchase at the reservation stage, at a rate of £15.00 per person per day (please note this fee excludes treatments. For those who do book a treatment with the Lakes Hotel & Spa, spa access is already included). Adding a Spa Pass to your stay will give you access to 5* spa & leisure facilities located just a 2-minute walk from our Boutique Hotel location. You can also add a SPA pass post-arrival through our reception team. Once a Spa pass has been purchased we will be able to reserve your time slot, alternatively, you can book this yourself directly by calling 015394 42211

 

For full details please go here:

https://thecranleigh.com/luxury-accommodation-3/food-drink-more/spa-hotels-lake-district/

 

Complaints Policy

Here at the Cranleigh Boutique, we have a positive approach to solving any complaints and ask that if you feel something is not right with your stay that you bring it up with us straight away. A member of our fully trained reception team will be happy to deal with any issues you may have and we will always strive to resolve them as quickly as possible to ensure that we cause minimal disruption to your stay. Please be aware that certain issues may not be resolvable between the hours of 9pm to 8am.

  1. If you have an issue or concerns regarding your stay this MUST be reported during your stay. This gives us the opportunity to resolve any issues DURING your stay.
  2. If you do not give us the opportunity to resolve any issues whilst you are with us, we may not be able to deal with your complaint once you have checked out.
  3. We hold a strict no refunds policy.
  4. Please note all telephone calls are recorded for training and monitoring purposes and can/will be used as evidence if required.
  5. Complaints will not be responded to if sent through social media platforms. This includes messenger, Facebook and Trip Advisor.
  6. If you wish to raise a complaint this must be done by email only within 7 days of your stay. After this, a complaint will not be responded to.
  7. Please email [email protected]https://thecranleigh.com/

 

CCTV

We have CCTV in operation for your security and crime prevention purposes at all our properties.

Special Requirements/Request

Please inform us of any dietary or mobility requirements you may have prior to you stay. Unfortunately, The Hideout House, The Church Suites and certain hotel rooms cannot be accessed with a wheelchair. However, we are more than happy to help in any way to achieve accessibility if we are told in advance. We will make every effort to fulfil any special request. However, please note that failure to do so does not constitute a breach of contract.

 

Unforeseen Circumstances

In the situation that your reserved accommodation is unable to be occupied due to unforeseen circumstances, we shall make every effort to provide alternative accommodation. However, if we are unable to achieve this you will receive a full refund. Please note that this does not constitute a breach of contract.

 

Force Majeure

The company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of Force Majeure or any other circumstances beyond its reasonable control. This includes (but is not limited to): flooding, earthquake, extreme weather conditions, natural disasters, acts of terrorism, fire, collapse of building structures, and the failure of electric power, gas, water (or any other utility service), plant machinery or computers.

 

You are responsible and liable for any breakages or damage that is caused while you occupy the room including any accidents that may occur. If any damage is caused you are responsible up to the full cost of replacement or repair. The costs will be taken from the credit card used to secure the booking or card used to pay for your stay. This also applies to anything that goes missing from your room during your stay.

 

Legally Binding Contract

Please note that a reservation is a legally binding contract and we urge you to take out travel insurance when you book. Also so further cancellation terms may apply with the individual rate booked. If this is the case the above information with be superseded by the rate T&Cs.  All cancellations must be sent in writing, either via email or letter (recorded delivery). We shall confirm with you once we have received the cancellation. We do not accept cancellations by telephone.

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