Booking terms & cancellation

Advance Bookings:

Please note that for advance booking a minimum of 2 nights is usually required, however we do occasionally have a one night slot to fill. Last minute bookings may be accommodated for single nights.

Reservations:

Normally a reservation will be deemed to have been made if at short notice we have taken your details over the telephone and entered them into the diary and we have informed you that the booking has been made. In most other cases we will write to you to confirm the booking once a deposit has been received by us. A receipt or written confirmation from us is your proof of reservation. An entry in our diary containing your full contact details will be considered proof that we have communicated with you and accepted your booking. Reservations can be made by telephone or online via our website. Discounts where applicable on our daily rate will be automatically applied during the booking process.

Wedding Guests:

(Due to consideration for our other guests we regret that West Acre House is not a wedding venue and we do not take bookings for weddings, Hen or Stag parties.)

Late Night Functions:

For the benefit of all of our guests we kindly request that guests return to the house before midnight.

Arrival and Departure times:

Arrival – 4 – 5 pm Please arrive whenever possible between 4 pm and 5 pm. If you wish to arrive outside of this time could you please discuss? Departure – 10.30 am We ask that rooms are vacated by 10.30 am on your last day (Sundays 11.00 am) so that we can have time to make the rooms ready for new guests arriving.

Minimum deposits:

Please note if we request a deposit the minimum deposit is the cost of the room for the 1st night for up to three night reservations, or, if booking for four or more nights, a suitable deposit will be agreed with you. In the event of more than one room being booked at one time the deposit required would refer to each room independently.

Payment of your account Balance – Cash, or Credit and Debit Cards

are acceptable, we no longer accept cheques for deposit or balance. We have a credit/debit card facility therefore all accounts can be settled by cash, debit or credit card, however, cash is still preferred so that we can avoid high banking charges.

Cancellation Policy: (This is a Contractual Obligation and applies per room)

We would strongly urge that you cover the cost of your booking with Holiday Insurance. In the event of a booking being cancelled by you we would require full payment for the remainder of the period of the booking: If the cancellation was less than one week’s notice full booking fee payable. If the cancellation is more than one week but less than 28 days’ notice two night’s accommodation to be paid for. If the cancellation is more than 28 days’ notice the first night will be payable and any other monies will be returned to you. If we have agreed not to take a deposit and you cancel, cancellation fees still apply within the above timescale.

Occupancy for B&B:

The bedrooms are spacious and arranged to accommodate two people very comfortably, we have not provided a third bed in any room, as we feel this compromises the quality of the room. We regret that we do not have family rooms and we do not accommodate children under the age of 15 yrs.

Children – B&B:

We do not accommodate babies or children under 15 yrs for B&B – sorry. The room rate applies at all times as it is based on adult double occupancy.

Single Occupancy:

All rooms are let as doubles. In the case of single occupancy the room rate will always apply.

Special Diets:

We can usually accommodate special diets with a little help from you. Please let us know so that we can make any preparations. Prescription foodstuffs should be brought with you if possible. If we are required to buy foodstuffs in addition to that already on offer any extra cost may need to be met by you. Coeliac -We will take every care to avoid contamination with gluten but we cannot guarantee 100% that there will be no cross contamination with gluten products. Nut allergy – We use nut products every day in our kitchen and dining room and whilst every care would be taken to avoid contamination with nuts or seeds we cannot guarantee this.

Evening Meals:

I’m sorry we do not provide evening meals as there are many places to eat in and around Alnwick. If you look at ‘Places to eat’ on our website we have recommended personal and guest favourites.

Maintenance Of Rooms:

Since Covid, we have taken a different approach to maintaining your room. After guests leave, they are given a thorough clean. During your stay we have a ‘light touch’ policy, which means spending less time in the room. Please note that the rooms will be maintained every day by us to ensure they are clean and fit for use. Cleaning your room may begin from the time you come down for breakfast and access is required in any case before 11.00am so that maintenance can be carried out to a satisfactory standard.

Wireless Broadband Connection available:

We have free wireless broadband connection available for our guests to connect to their own computers or smart phones.

No Smoking:

In consideration to all our guests the accommodation is totally none smoking. Any acceptance of a booking for accommodation is done so with this condition and forms part of a legal contract. Any smoking in a room or bathroom would incur an excess fee of £150 for additional cleaning and further compensation re loss of business if we must cancel the subsequent booking. For the comfort and wellbeing of our other guests if you do smoke outside of the house we ask that you do it away from the building – thank you.

Reckless Damage:

If our property is damaged by any reckless or deliberate means we will seek recompense for the full value of our property. Typical Examples of reckless damage: Smoking or vaping in the house. Dirty Foot ware – soiling of carpets or furnishings by deliberately walking into the house with mud encrusted foot ware or clothing. Red Wine** – Spillage of red wine – onto furnishings or décor. Indelible ink on soft furnishings! Vomiting – Damage caused by vomiting after overindulging in alcohol. Spilling liquid into a mattress or urinating into a mattress. (Please do not attempt to clean carpets or furnishings by rubbing a spill into the carpet or fabric, after a spill, if practicable please inform us immediately as we can sometimes negate the damage with cleaning products) Spills – advice, If possible – inform us immediately! Stand a full toilet roll on top of a spill and let it soak up the liquid on its own. If you need to use a second roll please do so. If this is insufficient use a dry towel and just lightly dab a spill – NEVER RUB a spill as it will spread it deeper into the fabric

Suitcases on Beds!

We ask you not to place suitcases onto the beds as they are often contaminated and can transfer soil or bugs to the bedding and can completely ruin soft furnishings.

Behaviour:

For the consideration of all of our guests we reserve the right to judge acceptable levels of noise or behaviour of guests who must take all steps for corrective action as requested by the proprietors. In the event of failure to comply with management requests, we may terminate the booking immediately regardless of time of day and without being liable for any refund or compensation. Any termination in the above circumstances will still require the cost of the booking to be paid.

Gift Vouchers:

Gift vouchers can be ordered for a friend or relative for B&B accommodation, for a date to be arranged by the voucher holder. All gift vouchers must be paid for in advance and must be returned to us at time of staying in the accommodation. Gift vouchers will be personalised so are only for named persons, (details must be supplied at the time of purchase) and are redeemable for a period of 12 months from date of issue. After that date they will cease to have any value. Gift vouchers are not refundable as they are accepted as a form of reservation, however we reserve the right in exceptional circumstances to cancel the voucher and return the purchase price to the purchaser.

General:

Proprietor on the premises 24 hours. Available until 11pm. During the night in case of emergency information for contacting proprietor on the premises is available in the guest information folder. The proprietors have had disability awareness training – please see our Access Statement on our website. No smoking throughout. In case of fire, full audible fire alarm system installed with emergency lighting. **We know from experience that Red Wine in particular can cause serious damage to fabrics and furnishings and we ask you not to bring red wine into our bedrooms. This is in order to negate any possible damage to the bedroom and cost to you for repair or replacement of carpets or other furnishings. “Thank you for taking the time to read our terms and information “