Terms and Conditions
To book a 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.
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 6 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.
- Room rates
The Pinegrove Hotel operates a dynamic pricing model. This means that the price of our rooms will fluctuate based on demand. The price you pay is the price quoted to you at the time you make your reservation plus any extras that you may wish to add on.
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 range of rates for guests, including but not limited to a bed and breakfast rate, a room only, and non-refundable rates for each of our room types. We may also offer special discount rates at various times throughout the year.
Please note that breakfast can be added to your booking on arrival at a cost of £7 per person and pets are subject to a charge of £10 per stay.
The maximum room occupancy is relative to the number of beds available in the room. Single rooms have an occupancy of one, twins and doubles have an occupancy of two. 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. 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
We typically charge guests for their stay on the morning of their arrival date unless they have specified otherwise at the time of booking, ie if they are paying in cash or using a business card.
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.
- Large bookings
A reservation with a total price over £1000 is considered a large booking. If a guest wishes to make large booking, please call our reception team on 01228 524 828.
Please note that bookings of over £1000 that include multiple rooms will be charged a 50 per cent non-refundable deposit at the time of booking.
The Pinegrove Hotel operates a 48 hour cancellation policy. This means that a guest can cancel or change their booking free of charge up until two days before arrival. The guest will be charged the cost of the first two nights if they cancel within two days before arrival.
If a guest has booked a room for more multiple nights and wants to cancel a particular night, the same policy applies and they can cancel free of charge until two days before the night they wish to cancel.
- Changes or cancellation by the hotel
On rare occasions we may need to cancel a guests’ booking. In such circumstances, guests will be given a full refund, but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any cancelled booking by us to an alternative location of similar standard.
Your booking is for a class of room in the hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
- Arrival and departure
Rooms are available from 3pm on the arrival date, however early check in may be available upon request. Please let us know if you are likely to arrive after 9pm. Please be aware that the hotel closes at 10pm 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 10am 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 stay 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 and 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 during their stay. This includes any deep cleaning that may be required beyond normal housekeeping, such as stains to carpets and soft furnishings.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.
- Smoking and vaping
The Pinegrove is a smoke-free hotel, and we therfore operate a strict no smoking or vaping policy. Guests who wish to smoke or vape may do so in the designated smoking shelter at the front of the hotel.
Any guest found smoking or vaping inside the building will be fined £100 and may be asked to leave immediately without a refund. The hotel reserves the right to further charge for the cleaning of the room and for any loss of business due being unable to let the room to another guest.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the hotel during your stay.
- Guest 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 guests may be asked to leave the hotel or the police may become involved.
Guests are requested to conduct themselves appropriately at all times and to comply with hotel policies and requests. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
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 guests 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