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TERMS AND CONDITIONS FOR HOTEL ACCOMMODATION & SERVICES
Please read these terms & conditions carefully before using this site
These Conditions are the standard terms and conditions that apply to the booking of any Hotel suit or Lodge provided by the Company on behalf of the Treloyhan Manor, along with the provision by us of any Services (as defined in clause 1.1. below) offered to and used by Guests. These Conditions set out your legal rights and responsibilities, our legal rights and responsibilities and certain key information which we are required by law to provide to Consumers (as defined in clause 1.1 below).
By using our Site, you agree to comply with these Terms.
1 DEFINITIONS AND INTERPRETATION
1.1 Definitions
In these Conditions, the following expressions have the following meanings:
Business means any business, trade, craft or profession carried on by you or any other person/organisation.
Conditions means these terms and conditions as amended from time to time in accordance with clause 11.
Company/we/us/our means St Ives Assets Limited a company incorporated in England (with registered number 13341273) and St Ives Assets 1 Ltd a company incorporated in England (with registered number 13356436) whose registered office is at 130 Bury New Road, Prestwich, Manchester, England, M25 0AA and who are the owner of the Treloyhan Manor.
Consumer means an individual customer or Guest who receives Services for his/her personal use and for purposes wholly or mainly outside the purposes of any Business.
Hotel means Treloyhan Manor, along with its premises and other type(s) of accommodation (including but not limited to suites and lodges) of which they are comprised.
Late Cancellation Charge has the meaning given in clause 4.4.
Price List means the Hotel’s standard price list of Rates. The Price List is available on the Hotel’s website.
Rates means the prices payable by you for the provision by us of suit accommodation and Lodge (where applicable) other Services.
Regulations means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Services means the provision of accommodation in suits at the Hotel any and all other facilities, services and items offered by us;
Guest/you means a customer of the Company who agrees to pay as a paying guest of the Company and also for members of his/her party and any of his/her guests.
1.2 Interpretation
In these Conditions:
1.2.1 a reference to a clause is a reference to a clause of these Conditions;
1.2.2 a reference to a ‘party’ refers to the parties to the Agreement and includes that party’s personal representatives, successors and permitted assigns;
1.2.3 a reference to a ‘person’ includes a natural person, corporate or unincorporated body (in each case whether or not having separate legal personality) and that person’s personal representatives, successors and permitted assigns;
1.2.4 a reference to a ‘company’ includes any company, corporation or other body corporate, wherever and however incorporated or established;
1.2.5 words in the singular include the plural and vice versa;
1.2.6 any words that follow ‘include’, ‘includes’, ‘including’, ‘in particular’ or any similar words and expressions shall be construed as illustrative only and shall not limit the sense of any word, phrase, term, definition or description preceding those words;
1.2.7 a reference to ‘writing’ or ‘written’ includes any method of reproducing words in a legible and non-transitory form; and
1.2.8 a reference to legislation is a reference to that legislation as amended, extended, re-enacted or consolidated from time to time and includes all subordinate legislation made from time to time under that legislation.
2. RESERVATIONS/BOOKINGS
2.1 All reservations shall be governed by these Conditions. You may book to make a reservation for a suit or other Services in advance through the Hotel’s website: treloyhan-manor.com, by email: admin@treloyhan-manor.com, telephone: 01736279031 or in person.
2.2 When you request us to make a reservation, you must provide us with your identification information including, but not limited to, your name, postal address,
contact telephone number and email address and copy ID.
2.3 You must give us payment details for any reservation at the time of booking and you must pay at the time of reservation for your hotel suit / lodge booking as per clause 3 below. We will take your credit/debit card details (which must be valid beyond the date of your intended stay) and you authorise the use of this card for any sums that become due to us even after departure.
2.4 Your request to us to make a reservation for you will constitute an offer by you to purchase the Services but whether we accept any such offer will be for us to decide at our discretion. Only once we tell you that we accept your request for a particular reservation and confirm to you the booking reference, will there be a booking. At that point, a binding contract between us for the reservation of a suit or other Services will come into existence.
2.5 You may change your reservation at any time prior to your arrival (subject to the cancellation provisions set out in Clause 4 below). We will use all reasonable endeavours to accommodate your requested changes, although we cannot guarantee that we will be able to accommodate such changes.
2.6 Instead of making a reservation in advance, you may make a booking when you arrive. If we have availability of the type of suit or the particular suit or other Services that you request at that time, we will accept your request for the booking, although we cannot promise that any suit(s) or particular suit(s) requested, or such requested Services will be available.
2.7 You may request additional nights at the Hotel at any time during your stay. We will use all reasonable endeavours to meet such a request. If we are able to meet any request, we will accept the request as a booking and that booking will then form a binding contract between you and us.
2.8 A reservation of 4 suit(s) or more is usually considered a group booking. If you wish to make a group booking, please call our reservations team on +44(0)1736279031 or email to admin@treloyhan-manor.com
3. FEES AND PAYMENT
3.1 We make details of Rates including, where applicable, promotional Rates and other special offers available on the Hotel website. All Rates shown include VAT and the currency of any Reservations shall be in Pound Sterling (£).
3.2 When you request a reservation and we quote any Rate(s), the Rate(s) will apply only to the provision of hotel suit accommodation unless we specifically state otherwise. However, the Rate(s) will include all facilities which the Hotel has in all its standard and other suits.
3.3 Additional charges may apply for other Services including, but not limited to, meals, drinks, suit service, or activities, other suits, or any other equipment, services or facilities. We will inform you of Rates payable for such additional Services on request when you arrive at the Hotel.
3.4 All bookings require a deposit totalling 100% of the stay, at the time of booking to confirm the reservation.
3.5 On arrival, guests will be requested to present the credit card they intend using to settle their account. The credit card will be pre-authorised for the amount of the total anticipated cost for any additional cost that may occur under this Terms & Conditions. Subject to clause 3.6 below, and unless we agree a different arrangement with you, we shall give you an invoice for all sums due and payable to us and you must pay that invoice in full when you check-out from the Hotel.
3.6 The following will apply to any Promotional Rates that we may offer from time to time:
3.6.1 Unless we specifically state otherwise, you must pay in full at the time of booking for a reservation to which a promotional Rate applies and we will not have to give you any refund except where Clause 4.3 specifically states that we must do so;
3.6.2 If you incur charges during your stay in addition to the promotional Rate for the reservation of a suit, we will charge them and you must pay for them as required by clause 3.3, 3.4 and 3.5 above; and
3.6.3 If you request any additional nights and we accept the request as a booking under clause 2.7 above, you must pay for the additional nights at the standard Rate.
3.7 You may pay us for Services (and for any deposit or other advance payment on account of that payment) by credit/debit card, by cash (subject to our General Manager’s approval) or by bank transfer.
3.8 We may alter any of our Rates without prior notice but if the Rate of any Service increases between the time when you make a booking and the date when the booked suit accommodation or other Service is to be provided, any increase in the Rate will not apply to your booking.
3.9 Whether these Conditions require payment upon booking or on check out or at any other time, you must pay in full for any reservation booked and will not be entitled to any refund, except as stated in clause 4.
3.10 Where Clause 4 specifically says that you will be entitled to a (full or partial) refund, or where you become entitled to any refund either as a result of our breach of these Terms & Conditions or as a “consumer” under the Consumer Rights Act 2015 or other consumer protection legislation, we will make a refund to you as set out in Clause 4 or as required by such legislation.
3.11 We shall confirm the Booking by providing you with written confirmation by email.
4. CANCELLATIONS
4.1 As we require you to pay in advance for all bookings, you may cancel a reservation without charge if you give us prior notice before the earliest check in time we have given you for your reservation, the notice period for each Hotel is as follows:
• 4 weeks
If you cancel under this clause 4.1, we will refund to you in full any sum (including, but not limited to, any deposit) you paid in advance.
4.2 If you cancel but do not give us prior notice of the cancellation of a reservation in accordance with the timeframes under clause 4.1, we will be entitled to charge you a Late Cancellation Charge which shall be calculated as set out in clause 4.4.
4.3 We may, at any time before you check in, cancel a reservation booked by you in the following circumstances:
4.3.1 The required accommodation and/or personnel and/or other resources necessary for the provision of the suit are not available due to any cause outside our reasonable control. If we cancel a reservation in such circumstances, we will offer you alternative accommodation of the same standard or better if it is available. If it is not available or we offer it to you and you decline it, we will refund to you in full any deposit or other advance payment that you have made to us for your reservation; or
4.4 A “Late Cancellation Charge” means and will comprise the net financial loss that we suffer due to your cancellation. The calculation will take fully into account and give credit for any amount for any or all of the stay that you booked that we receive from another person for your suit. We shall use reasonable endeavours to let your suit to someone else for this purpose. The Late Cancellation Charge shall be limited to whichever of the following is the lesser amount: either 100% of the full price (at the Rate applicable) of your booking for the whole duration of the stay that you booked or one night’s stay at the Rate specified in your reservation. We will be
entitled to deduct some or all of the Late Cancellation Charge from any sum you paid us in advance and to keep the amount deducted and will refund to you any
balance.
5. CHECK-IN AND CHECK-OUT
5.1 The earliest check-in time at Trelyhan Manor is 15:00 hrs on the arrival date. We do not accept check in beyond 22.00 hrs (unless it was agreed prior to arrival).
5.2 Guests will be asked to provide proof of identity upon check-in. Acceptable forms of identification are a passport or driving licence. The latest time by which you must vacate your suit and check-out is 11:00 hrs on the departure date.
5.3 We may beforehand agree at our discretion to an arrangement for a later check-out time but if we have not agreed to a later time and you do not vacate your suit and check out by the above latest time, we will be entitled to charge you for an additional night’s accommodation at the standard applicable Rate.
5.4 If we have agreed and arranged a late check-out under clause 5.3 above, we shall be entitled to charge you at an hourly rate for the additional time from our standard latest check-out time until the time you check-out, and we shall give you details of the hourly rate of that charge when you request a late check- out time. Please be advised that late check-out may be subject to additional fees.
5.5 Upon departure, your suit keys must be returned to reception. A replacement fee of £150 will be charged for any lost or unreturned keys.
6. HOTEL RULES
6.1 You must conduct yourself in a reasonable and responsible manner at all times when on Hotel property and must not act in any way which may disturb other
guests. If you do not, we may ask you to leave the Hotel and, in that case, you must immediately pay us all sums due.
6.2 Smoking is not permitted anywhere on the Treloyhan Manor or in any Hotel suits and lodge. This includes the smoking of e- cigarettes. Contrary to our rules, you choose to smoke in the suit, we reserve the right to charge a cleaning surcharge upon or after your departure and additional charges of £500 will be incurred.
6.3 If you do not comply with clause 6.2, we may charge you for any and all costs we incur in cleaning the suit (including, but not limited to, fixtures, fittings and soft furnishings) and restoring it to a smoke-free environment this includes property damage, fire alarm, etc.
6.4 The possession, use, sale, or distribution of illegal substances is strictly prohibited within our hotel premises. Any guest found violating this policy will be reported to the relevant authorities and will be subject to immediate eviction without refund.
6.5 We offer dedicated dog friendly accommodation on the premises for well-behaved dogs. The dogs must be kept on a lead when walking around the estate and the owners are expected to respect other guests and clean up after their pets. Dogs are not permitted in the bar and the main Manor house. Owners are fully responsible for their dogs at all times, and dogs must not be left unattended, including inside the accommodation. We reserve the right to refuse entry or request the removal of any problematic dog. In such cases, the full accommodation fee for the booked duration remains payable.
6.5.1 bring any potentially dangerous or hazardous materials or equipment onto the Treloyhan Manor or into Hotel suits;
6.5.2 use any electrical appliances that may set off fire alarm system;
6.5.3 tamper with any fire alarms or emergency equipment;
6.5.4 utilise any Hotel suits to store items (personal or otherwise) which could in our sole opinion cause damage to any Hotel suit, or be a risk to the health and safety
of our staff or property;
6.5.5 prevent our management, housekeeping and/or maintenance staff from having access to your suit as and when required, with housekeeping being permitted full access at least once every two days;
6.5.6 remove, damage or destroy any Hotel property;
6.5.7 use any technology provided by us to download or access any unlawful or obscene material; or
6.5.8 or cause unreasonable disturbance to any other guests or staff.
6.6 Any child under the age of 18 may only stay at the Hotel if accompanied by an adult.
6.7 We will charge you for any and all damage caused by you to any Hotel property during your stay. We reserve the right to charge guests the cost of rectifying damage caused by the deliberate, negligent or reckless act of the guest to the hotel’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit / debit card, or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.
6.8 We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent. The charge will be the full
replacement amount of the missing item, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests credit/debit card, or send an invoice for the amount to the registered address.
6.9 All of the above rules will also apply to members of your party and your guests and you shall be liable for any breach of the above rules by any of them.
6.10 If you or your group cause damage or loss of any kind to the Hotel, other guests or their property, you as the Guest who is making the booking will be responsible
for that damage or loss and you shall be liable to pay to us on demand the amount required to make good or remedy such damage or loss.
6.11 If you or your group caused damage to the Hotel, other guests or their property, or otherwise breach any of these terms or conditions, we reserve the right to:
6.11.1 cancel your reservation with immediate effect and (if appropriate) require you to leave the Hotel;
6.11.2 restrict access to the Hotel;
6.11.3 remove your items from the suit and the Hotel, disposing of such items in the event that you do not collect them within 7 days of removal;
6.11.4 retain all sums paid by you and/or charge you the full amount of your reservation; or
6.11.5 refuse future reservations from you and/or refuse you entry or accommodation at any of our Hotels.
6.12 We will not be liable to refund or compensate you in the event of any of the circumstances arising in clause 6.
6.13 We reserve the right to decline or cancel reservations made and stays in progress by those who have previously breached these Conditions (as may be updated from time to time) whether the reservation is in that name or not.
6.14 Guests are strictly prohibited from using the Hotel, its premises, or any of its addresses for business activities, including but not limited to:
6.14.1 Conducting commercial operations, meeting with excessive number of attendees, or any form of business-related activities within the Hotel premises.
6.14.2 Registering the Hotel's address as a business, trading, or registered office address for any entity.
6.14.3 Using the Hotel’s facilities for the promotion, sale, or distribution of goods or services.
6.14.4 Engaging in activities that could misrepresent the Hotel as a business or corporate location.
Any breach of this clause may result in immediate termination of the guest’s stay without refund, along with potential legal action where necessary. The Hotel reserves the right to take appropriate measures, including reporting unauthorised use to relevant authorities.
7. OCCUPANCY
7.1 The maximum suit occupancy is clearly stated at the time of booking and must not be exceeded.
7.2 For the comfort and security of all guests, the Hotel limits the number of visitors allowed per suit. Each guest may receive up to 4 visitors at a time, and all visitors must register at the reception. Visitors are only permitted between 8am till 10pm, and overnight stays by non-registered guests are strictly prohibited. The Hotel reserves the right to refuse entry to visitors and to take necessary action in case of non-compliance.
7.3 Guests under the age of 18 may only stay at the hotel if accompanied by a parent or legal guardian who is also staying at the hotel.
7.4 We offer suits suitable for families with children under 8 years old. To ensure the best experience, please contact hotel reception before booking to discuss available facilities and make an informed decision.
7.5 We reserve the right to change your suit allocation at any time during your stay for operational or other necessary reasons.
8. FOOD AND DRINK
8.1 As referred to in clause 3 above, unless we specifically state otherwise, food and drinks are not included in any Rate(s) for suit accommodation and unless we have specifically stated or do state otherwise, we will make additional charges to you for them in accordance clause 3.3 above.
8.2 If you or any of your party or guests have any special dietary requirements or allergies, you should inform us of them in advance of your arrival. We will use all reasonable endeavours to accommodate those requirements and, where this is not possible, tell you that we are unable to do so. We are not a nut free establishment
8.3 Breakfast is not included in the suit price.
9. CAR PARKING
9.1 Each suit or lodge is allocated one designated parking space. While we cannot guarantee the availability of additional parking, subject to clause 9.2, you may use any vacant space in our guest car park on a first-come, first-served basis, provided you have registered your vehicle’s registration number upon arrival. Parking in these additional spaces is free of charge. Vehicles must not be left in the Treloyhan car park beyond your departure date and check-out time (11:00 AM). Any vehicle remaining beyond this time will incur a charge of £150 per day and we reserve the right to remove the vehicle from our premises and charge you for the all fees associated with the removal of the vehicle.
9.2 You may use a disabled parking space that is available if you have a valid disabled parking badge. We will be entitled to remove any vehicle if it is parked in a disabled parking space without a valid disabled parking badge on display and you (or if you are not the owner, then the owner of the vehicle) shall reimburse to us all costs associated with its removal and subsequent recovery.
9.3 Whilst we will operate and maintain our guest car park with reasonable skill and care, we do not guarantee that other Hotel guests or members of the public will not enter our guest car park and steal or damage your vehicle or property in it. When you park or arrange for parking of your vehicle in our car park, you accept the risk of theft or damage of or to your vehicle and property in it if it is caused by any person other than our staff or contractors.
9.4 With everyone’s safety in mind, please make sure that you observe our 10mph speed limit when driving through our grounds.
10. PHOTOGRAPHY AND FILMING
All photography or filming for (including social media purposes) MUST be pre-authorised by General Manager of the Treloyhan Manor. No photography or filming may take place in any area of Treloyhan under any circumstances without the assigned Hotel General Manager.
11. LIMITATION OF LIABILITY
11.1 We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these Conditions or as a result of our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when our contract with you is created. We will not be responsible for any loss or damage that is not foreseeable.
11.2 Nothing in these Conditions will exclude or limit our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.
Clauses 10.3 and 10.4 are only applicable if you are a Consumer
11.3 We provide all Services only for your personal and private use/purposes. We make no warranty or representation that products, or other goods or materials that we provide, or sell are fit for commercial, business, industrial, trade, craft or professional purposes of any kind (including resale). We will not be liable to you for any
loss of profit, loss of contract, loss of commercial opportunity or any indirect or consequential loss or damage.
11.4 Nothing in these Conditions is intended to or will exclude, limit, prejudice or otherwise affect any of our duties or obligations to you, or your rights or remedies, or our liability to you, under the Regulations or any other consumer protection legislation as amended from time to time.
Clauses 10.5 and 10.6 are only applicable if you are a Business
11.5 Subject to clause 11.2, we shall not be liable, whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way for any of the following: loss of profits, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damage to goodwill, or indirect or consequential loss.
11.6 Subject to clause 11.2, our liability to you arising out of the provision of Services to you under these Conditions shall not exceed the value of the booking in respect of any one claim or series of related claims.
Personal Property
11.7 We accept no liability for any damage to or any loss of guests’ personal property.
12. CHANGES TO THESE CONDITIONS
12.1 We may from time to time change these Conditions without giving you notice.
13. HOW WE USE YOUR PERSONAL INFORMATION
All personal information provided by you will be collected, processed and used in line with the our Privacy Policy, which explains what personal information we may collect from you, how and why we collect, store and use and share such information, your rights in relation to such personal information and how you can contact us and any supervisory authority if you have a query or complaint about the way in which we use any personal information. A copy of the privacy policy can be found at www.treloyhan-manor.com/privacy
14. INSURANCE
From the time of booking, it is advisable to have adequate travel insurance to cover your (and your group’s) arrangements for the United Kingdom and the activities which you will be undertaking. Your travel insurance should also include cover against COVID-19 and other health related incidents which may affect or curtail your Booking. It is a condition of your booking that you have such suitable insurance in place. Any liability which we may have to you shall not be increased as a result of your choice to travel without adequate insurance cover.
15. REGULATIONS
If you are a Consumer, we are required by the Regulations to ensure that certain information is given or made available to you as a Consumer before we make our contract with you (i.e. before we accept your request to make a booking). We have included the information itself either in these Conditions for you to see now or we will make it available to you before we accept your request to make a booking. All of that information will, as required by the Regulations, be part of the terms of our contract with you as a Consumer.
16. INFORMATION
As required by the Regulations, all of the information described in clause 14, and any other information which we give to you about any Services or the Hotel which you take into account when deciding to make a booking or when making any other decision about the Services, will be part of the terms of our contract with you as a Consumer.
17. COMPLAINTS
We always welcome feedback from Guests and, whilst we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one.
Resolving Disputes
If anything is not to your satisfaction during your stay please immediately inform us via the details set out below:
General Manager
Treloyhan Manor,
Carbis Bay
Saint Ives
Cornwall
TR26 2AL
Phone +44(0) 01736279031
Email at admin@treloyhan-manor.com
within 28 days of the end of your stay, giving your Booking reference and all other relevant information.
Please also inform the relevant hotel manager, who will also endeavour to resolve your problem.
We believe it is better for everyone to resolve problems that arise during your stay promptly so that you can enjoy your stay.
18. FORCE MAJEURE
We shall not be in breach of these Conditions, nor shall we be liable for any delay in performing, or failure to perform, any of our obligations under these Conditions if such failure or delay results from event, circumstances or causes beyond our reasonable control. Such causes include, but are not limited to power failure, internet service provider failure, fire, flood, storms, earthquakes, acts of terror or any other event that is beyond our control.
19. NO WAIVER
If we do not insist that you perform any of your obligations under these Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you or that you do not have to comply with those obligations. If we do waive any rights, we will only do so in writing, and that will not mean that we will automatically waive any right related to any later default by you.
20. SEVERANCE
Each clause of these Conditions operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining clauses will remain in full force and effect.
21. GOVERNING LAW AND JURISDICTION.
These Terms and Conditions and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to resolve any such dispute or claim. (including non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or their subject matter or formation.
By completing your reservation, you confirm that you have read, understood, and agreed to these Terms and Conditions.
Treloyhan Manor | Treloyhan Close | Carbis Bay | Saint Ives | Cornwall | TR26 2RX
Telephone: +44 (0) 01736279031 | Email: admin@treloyhan-manor.com | Website treloyhan-manor.com
Company names St Ives Assets Limited and St Ives Assets 1 Ltd| Company numbers &13356436| Vat number 381714981
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