1. Introduction

 

These are the terms and conditions that apply when you reserve a room at West Acre Lodge, Provenance Collection

 

We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.

 

2. Reservations

 

To reserve your room please follow the instructions on the website (as applicable).

 

You must be at least 18 years old to make a reservation. Those under 18 years old are not permitted to stay in at Provenance Collection Properties unless a parent or guardian is also staying in the hotel. See section 5 “Occupancy” below for details of permitted guests under your booking.

 

You will need to provide your credit or debit card details to secure your reservation. West Acre accepts all major credit cards to secure a reservation.

 

Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.

 

We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.

 

If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please call us to discuss. For more information on cancellation, please see section 7 Cancellation, below.

 

In the occurrence that your booking is part of a voucher or prize award, any booking is subject to availability and bookings of this nature cannot be used on public or bank holidays 

 

3. Room prices

 

Provenance Collection adopts dynamic pricing, and the price of our rooms fluctuates based on demand. When you make a reservation request, we’ll give you a total price for the rooms and number of nights you’ve requested. The price you pay is the price quoted to you at the time you make your reservation.

Flexible Bookings: If you book a Flexible rate your card will be used to guarantee the booking and payment will be taken upon check in

Non-Refundable Booking: If you book a Non-Refundable rate the payment will be processed shortly after your booking has been made

 
4. Accessibility

 

Our properties have some specially adapted rooms for customers with disabilities. 

 

5. Special requests

 

Although Provenance Collection will try to accommodate special requests, all rooms are subject to availability.

6. Paying for your room

 

If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to pay on arrival.

Payment may be made by credit/debit card (Visa, MasterCard, American Express, Maestro and Electron), 

 

7. Cancellation

 

Your right to cancel

Flexible rate room bookings may be cancelled up to 48hours prior to arrival free of charge although terms do differ for group bookings

If you cancel a reservation after this period the first full night will be charged.

After the cancellation period, the whole reservation becomes fully non-refundable including any associated meals and/or additional extras. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.


Non Refundable – Non-Refundable bookings will be charged shortly after point of booking. The client has the right to cancel these bookings, but the hotel will retain the monies. If the card on file doesn’t charge the booking will automatically be cancelled

 

 If you’ve made a group booking or are on a Hospitality Package, our cancellation terms are as follows:
 

• For 4 rooms and above cancellation is free up until 28 days before arrival. Thereafter all rooms are fully chargeable

Our right to cancel

 

Your breach

We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:

• you do not pay us when you are required to do so; or
• you breach the contract between us in any way; or
• you have previously breached the contract between us in any way.

 

If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.

 

Events outside our control

We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:

• if you have already paid for your room, we will refund your payment to you; or
• if you have not yet paid for your room, you will not have to make any payment to us.

Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.

 

13. Arrival and departure

 

Our check-in time will be from 3pm across all Provenance Collection Sites. Check-out is by 11am. Please note that during some of our busiest periods, there may be a wait at check-in. 

If you think you’re likely to arrive after 22:00pm, please let your hotel know in advance.

Guests from outside of the United Kingdom will be asked to provide a passport or travel card for viewing.

Rooms must be vacated by 11am on the day of departure. Failure to leave your room by this time may result in a late check-out charge of up to one night’s additional accommodation charge.

15. Provenance Collection expectations of you (and your group)

You must not:

• be threatening or abusive to any of our team before, during or after your stay;
• smoke anywhere inside the premises. This includes the smoking of e-cigarettes. 
• engage in any unlawful activity during your stay at a Provenance premises (e.g. taking an illegal substance);
• cause any health and safety hazard to any of our team members or any of our guests;
• bring any potentially dangerous or hazardous materials or equipment onto Provenance Collection premises;
• use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills;
• tamper with any fire alarms or emergency equipment;
• prevent Provenance Collection management, housekeeping and/or maintenance staff from access to your  room(s) as and when required by, with housekeeping permitted full access at least once every three days;
• remove, damage or destroy any Provenance Collection property;
• use any of the technology provided by Provenance Collection to download or access any unlawful or obscene material; or cause unreasonable disturbance to our other guests or any Provenance Collection staff.

If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, Provenance Collection reserves the right to:

 

• cancel your reservation with immediate effect and (if appropriate) eject you from Provenance Collection premises;
• cancel key cards;
• restrict access to the hotel;
• remove your items from the room and hotel, disposing of such items (at no cost and no liability) to a local charity to the extent such items are not collected from us within 7 days of removal;
• retain all sums paid by you and/or charge you the full amount of your reservation; and/or
• refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.

Provenance Collection will not be liable for any refund or compensation in such circumstances.

 

Provenance Collection reserves the right to decline or cancel reservations made and stays in progress by those who have previously breached these terms and conditions (as may be updated from time to time), whether the reservation is in that name or not.

16. General

We reserve the right to:

• change your room allocation and/or hotel location at any point during your stay for any reason; or
• cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we have to cancel your booking(s) we will attempt to notify you and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.

 

Your information

We keep your personal data safe and secure. 

 

The contract

This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms.

 

Your rights

If you are a non-business customer you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.

 

Our liability

 

We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.

 

If we breach these terms and conditions for reasons within our control we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.

 

Save as prohibited by applicable law, we shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, for any indirect or consequential losses including:

• loss of income, sales or revenue;
• loss of business;
• business interruption;
• loss of profits or contracts;
• loss of anticipated savings;
• loss of data;
• loss of reputation and/or goodwill; or
• wasted management or office time.

 

Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the Hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.

 

Applicable law

 

These terms and conditions, their subject matter and formation (and any non-contractual disputes or claims) are governed by and construed in accordance with English law.

If you are a consumer you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your reservation and/or stay at any Provenance Collection Property. We retain the right to bring proceedings against you for breach of these terms and conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

 

If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to your reservation and/or stay at any Provenance Collection Property.

 

Severability

If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.

 

All rights not expressly granted in these terms and conditions are reserved.