Terms & Conditions
COVID-19 Bookings, Confirmations and Refunds
Acceptance of this confirmation confirms that at the time of booking:
- You were not displaying COVID-19 symptoms.
- You have not been recommended to quarantine by the UK Track and Trace service.
- You are not sharing/living in accommodation with someone who has been asked to quarantine.
Residents staying at the hotel will be asked to sign a repeat disclaimer on arrival, at reception, reconfirming the 3 safety questions above. If on arrival you cannot confirm the 3 safety questions above you will be asked to leave the hotel. Any prepayments or deposits at this point will be non-refundable.
All published rates include VAT or local service charges at the current rate. The Hotel reserves the right to alter prices for any reason up to the date of booking or up to 12 weeks prior to arrival, whichever is the later. After such dates, prices may only be altered to reflect a change in the rate of VAT or local service charge and taxes or for any other reason outside of the control of the Hotel, in which case the changes will be notified to the Client. In the latter event, the Client may cancel the booking without cost.
The £10 online credit includes VAT and is non-refundable, non-transferable and must be spent in full during your stay. It will be credited on Bed & Breakfast rates only and is not available in conjunction with any special packages such as Banquet, Bed & Breakfast or North-East Heritage Break. This offer is excluded from certain time-limited promotions, please see individual offer pages for details. £10 credit per room per stay which will be automatically added to your account and credited on your bill on check-out. It cannot be used against the cost of your accommodation or breakfast.
All rooms and rates offered by the Hotel are subject to availability and the discretion of the Hotel manager. Limited numbers of suitable rooms may be allocated to individual rates, packages or promotions and, when these allocations are taken up, remaining available rooms may be offered to the Client at a higher price
Bookings must be guaranteed for the first night’s accommodation by a major credit or debit card, by payment of a deposit or by agreement in writing with a company, travel agent or hotel booking agency. At the discretion of the Hotel, or for some packages, full pre-payment may be required. At least 3 working days are required to process credit and debit card payments and 5 working days to process cheque payments.
4. Arrival and departure
Bedrooms are usually available from 3 pm local time on the day of arrival. Check out is by 11 am local time. For late check-outs, there is a £25 charge, subject to availability. There may be occasions, at times of high demand, when our Clients can check-in and use all the hotel facilities, but the bedroom is still being prepared.
5. Cancellations, amendments and non-arrivals
Lumley Castle Hotel will not make any refunds if packages/events are advertised at a discounted rate after your booking has been confirmed & regardless of weather conditions all the events will go ahead unless instructed otherwise
Cancellations and amendments for bookings made online can be made via the website at www.lumleycastle.com or with the reservations office on 0191 389 1111. When the booking is confirmed, a reservation number will be supplied. This must be retained for access to the booking in the event of the need for cancellation and/or amendment. Reservations can be cancelled 24 hours prior to arrival. In the event of non-arrival or cancellation within 24 hours of the time of arrival, any deposit paid is non-refundable and the agreed rate of the first night’s stay will be charged. Normal terms of payment apply to these charges. For this purpose, the Hotel reserves the right to set-off the amount payable for such cancellation against the Client’s credit card without prior notice or approval of the Client, where applicable.
If the Hotel cancels before 48 hours prior to the scheduled day of arrival, the Hotel’s liability to the Client will be no greater than the amount paid by the client in respect of any booking. If the Hotel cancels within 48 hours of the time of arrival, the Hotel’s liability will be limited to the charge for one night’s accommodation. Where possible the Hotel may but is not obliged nor will it be liable to find alternative accommodation for the Client in the event that the Hotel is unable to accommodate the Client.
A cancellation number will be provided at the time of cancellation and this should be retained for future reference.
Settlement of the bill in full, less any advance payments must be made prior to departure from the Hotel. Upon arrival, the Hotel reserves the right to request pre-authorisation of the Client’s credit or debit card or where payment is to be by cash, request the Client to place cash up to an amount of 1.5 times the room rate multiplied by the number of nights booked.
All major credit and debit cards are accepted. Please contact the Hotel prior to arrival. Accounts may only be forwarded for payment on completion by the Client and formal acceptance by the Hotel of an application for credit facilities, which may be withdrawn at any time. Credit facilities are not offered to private individuals.
All sums are due for payment on presentation of the invoice.
In line with the change in UK legislation, Lumley Castle Hotel operates a NO SMOKING policy within all interior areas of the hotel including guest bedrooms, public areas and corridors.
For resident guests who do not comply with our NO SMOKING policy, a charge will be added to their bill to include the cost of cleaning all soft furnishing to remove the odour of tobacco.
Designated smoking areas have been allocated within the hotel grounds – please enquire upon check-in.
We appreciate your co-operation with this No Smoking Policy.
8. Single Bedrooms
Single bedrooms are only suitable for 1 person.
9. Disabled guest rooms
The Hotel offers modified facilities for use by disabled guests. As needs do vary, guests are requested to check with the reservations office on 0191 389 1111 before booking
10. Car parking
The Hotel has its own car park, which is free for residents use.
Children aged 15 years and under must be accompanied by a responsible adult to ensure that the children’s behaviour is appropriate for other guests within the Hotel.
At the discretion of the Hotel, children may be excluded from certain events or promotions where deemed unsuitable or inappropriate.
12. Restaurant Bookings
Due to the popularity of our Restaurant, booking a table prior to your arrival is essential. Please call 0191 389 1111.
13. Dress Code
Breakfast and dinner will be served in our main restaurant, dress code for this and other public areas within the Hotel is smart casual.
14. Dogs and Other Pets
Dogs are allowed and welcomed in accordance to the guidelines put forward on our Dog Friendly Hotel page.
The Hotel reserves the right to judge acceptable levels of noise or behaviour of Clients, Guests or representatives, who must take all steps for corrective action as requested by the Hotel. In the event of failure to comply with management requests, the Hotel may terminate the booking or stop any event immediately without being liable for any refund or compensation.
It is the policy of the hotel not to discriminate on the grounds of race, colour, nationality, creed, sex, marital status, age, ethnic origin or disability. Clients, their employees, guests and all sub-contractors engaged by or on behalf of the Client are expected to adhere to this policy and the Hotel may, without incurring any liability to the Client, remove from the Hotel any person or persons offending against this policy.
17. External purchases
No wines, spirits, beers or food may be brought into the Hotel or Hotel grounds by Clients, their guests or representatives for consumption or sale on the premises without the express written consent of the Hotel and for which a charge may be made by the Hotel.
18. Comments and complaints
Any comment or complaint regarding the stay should be made to the Hotel Duty Manager at the time of visit so that the matter can be resolved immediately
19. Statutory requirements
The Hotel is subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. These must be strictly observed by Clients, their guests and representatives.
Other than for death or personal injury caused by the negligence of the Hotel, the Hotel’s liability to the Client is limited to the price of the booking.
Unless the Hotel is liable under the above clause, the Client indemnifies the Hotel from and against any and all liability and any claims, proceedings or damages resulting from or arising from the booking, event or function, the Client, guests or any outside contractors of the Client. The Hotel will not be liable for failure to perform to the extent that the failure is caused by any factor beyond its reasonable control.
The Hotel does not accept responsibility whatsoever for damage to, or theft from, or theft of, vehicles parked on the hotel premises.
We reserve the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent or reckless act, omission, default or neglect of the Clients, their guests or sub-contractors 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 guest’s credit/debit card or send an invoice for the amount required to make good or remedy any such damage, to the registered address. We will, however, make every effort to keep any costs that the guest would incur to a minimum.
The Hotel does not accept any liability for services rendered by third parties to Clients not withstanding that such services may be arranged by The Hotel. Any claim, demand, charge, suit or damages which may be incurred by the Clients or their guest (or any person claiming thereunder) shall be made directly with such third parties and The Hotel shall render all reasonable assistance in this regard.
The client is recommended to have and is responsible for insurance to cover cancellation, curtailment, and loss of baggage, personal effects and money.
22. Data protection
The information provided by the Client may be processed by The Hotel for the purposes it has notified to the Information Commissioner. By confirming a booking or enquiry, the Client consents to this processing of the information. The Hotel respects the privacy of every individual who visits our website. The data collected about you will be used to firstly fulfil any service you might request e.g. to request a brochure, make a booking etc and secondly to improve how, as a company, we serve you.
We will under no circumstances give your personal data to third parties. However, unless you specifically ask us not to (and this option is always given) we will use your data to send you further information from The Hotel. Any e-mail sent to you will always provide you with the option to unsubscribe. This is in accordance with UK Data Protection Legislation.
When making a booking, your credit card or billing account details are only retained for the purpose of handling that individual transaction, unless you ask us to keep these details for future purchases which you may make through us.
In order to process a booking or enquiry, your Personal Information and payment details may be passed to third-party service providers and, where we are lawfully requested to do so, regulatory authorities. Such third-party service providers will have access to the Personal Information needed to perform the relevant service. They may not, however, use your Personal Information for any other purposes and are required to process your Personal Information in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, the 2018 GDPR and all other applicable legislation.
For your protection, we are registered under the Data Protection Act 1998 and have given all appropriate notifications to the Information Commissioner.
These terms will be construed in accordance with English law and the Hotel and Client submit to the non-exclusive jurisdiction of the English courts.
24. Website information
The Hotel cannot accept responsibility for any errors or omissions and reserves the right to cancel, amend or vary the details featured in this website without notice. The information contained in this website is provided in good faith. The use of any information from this website is entirely at the risk of the user. The Hotel will not be liable for any costs, losses, expenses or damages (whether direct or indirect, special, economic or financial) that may be incurred through the use of any information contained in this website or in any other website linked to this website.
The content of each page of this website is the property of Lumley Castle Hotel. No part of our website may be reproduced, displayed or republished in any form without prior consent, except that permission is granted to a user to print or photocopy individual pages from our website, provided that this is for personal use only.