Terms and Conditions
To reserve your room please follow the instructions on our booking page or contact our reception team on 01228 524 828.
You must be at least 16 years old to make a reservation.
You will need to provide your credit or debit card details to secure your reservation. The Pinegrove Hotel accepts Visa, MasterCard, Maestro, JCB, American Express and Union Pay to secure a reservation.
Please check that the details of your reservation are complete and accurate before you confirm your booking. To amend your reservation after booking, please contact our reception team on 01228 524 828. For more information on cancellations, please see section 5 below.
We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process.
A reservation of five rooms or more is considered a group booking. If you wish to make a booking of 10 rooms or more, please call our reception team on 01228 524 828.
- Room prices
The Pinegrove Hotel operates using a dynamic pricing model, and the price of our rooms can fluctuate based on demand. The price you pay is the price quoted to you at the time you make your reservation.
Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we will adjust the rate of VAT that you pay, unless you have already paid for the reservation in full before the change in the rate of VAT takes effect.
We offer a bed and breakfast rate and a room only rate for each of our room types. Breakfast can be added to your booking on arrival at a cost of £7 per person.
The maximum room occupancy is two adults. Family rooms can accommodate up to two adults and two children (under the age of 16). You must not exceed the maximum occupancy for the room allocated to you.
Children under 16 are not permitted to stay at the Pinegrove unless a parent or guardian is also staying in the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you otherwise you may not be permitted to stay.
- Paying for your room
If you have not paid for your room in full at the time of making your reservation, you will need to pay on arrival.
Payment may be made by cash (with proof of identification) and credit/debit card (Visa, MasterCard, Maestro, JCB, American Express and Union Pay). The expiry date of your debit/credit card must be later than the end of your stay. We do not accept personal cheques or family discount cards.
Your booking can be cancelled free of charge at any point up until one day before arrival. For example: a booking on the 3rd of January can be cancelled up until midnight on the 1st of January. Cancellations made after this time will be subject to a charge equal to the first night’s stay for each room you have booked.
- Arrival and departure
Rooms are available from 2pm on the arrival date. Please let us know if you are likely to arrive after 9pm. Please be aware that the hotel closes at 11.30pm and check-ins cannot take place after this time.
Guests may be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card/passport details. Acceptable forms of identification are: a passport, driving licence, ID card, or police warrant card.
Rooms must be vacated by 11am on the day of departure. The check out time may be extended on request at the discretion of the manager.
Pet owners are welcome at the Pinegrove Hotel and are allowed to bring a maximum of two well-behaved pets during their stay. A charge of £10.00 per pet per night will be payable upon arrival.
Any soiling of flooring or damage to furniture will be chargeable if excessive cleaning is required upon your departure. If a pet is unwell or has an accident, please let us know as soon as possible, so that we can provide you with the cleaning products required to remove the waste & odour.
Dogs are welcome in public areas of the hotel as long as they are quiet and well-behaved. For guest safety and wellbeing, we reserve the right to request that you leave public areas if your pet misbehaves.
We reserve the right to charge guests for the cost of rectifying any damage caused to the hotel’s property or structure.
- 8. Damage
The Pinegrove Hotel operates a strict no smoking policy throughout the hotel, with the exception of two smoking rooms. If you would like to stay in one of our smoking rooms, please let us know upon making your reservation. Guests in non-smoking rooms wishing to smoke may do so by the cigarette bins at the front of the hotel.
Any guest found smoking inside the building, with the exception of our two smoking rooms, will be asked to leave immediately without a refund. The hotel reserves the right to further charge for the cleaning of the room and loss of business for 24 hours after the guest has departed, in order to clear the room of smoke before re-letting it to another guest.
- Inappropriate behaviour
We believe that all our guests have the right to be treated with dignity and respect, and as such we have a duty to protect them from inappropriate behaviour. Should any actions by a guest be deemed inappropriate by the manager, or if any inappropriate behaviour is brought to the attention of the manager, we reserve the right to take action against the guest. Depending on the severity of the guests’ actions, the police may become involved at the hotels discretion, or the guests may be asked to leave the hotel.
We ask that all guests respect each other with regards to noise during evenings and throughout the night. If a noise complaint is made against a guest, we will firstly politely request that they keep the noise down. If further noise complaints are made, we reserve the right to remove you from the hotel without a refund.
Functions are sometimes held in the hotel on weekends, and music may be played until midnight. We ask that any guests staying at the hotel as part of a function party quietly return to their rooms at the end of the night.
All vehicles are parked at the owners’ risk. Should any damage, loss, or incident occur in relation to a vehicle in the hotel car park, the hotel cannot accept any liability.
Nothing in these terms and conditions shall limit or restrict your legal rights as a consumer. Advice concerning such rights may be obtained from the Citizens Advice Bureau.