Booking Terms & Conditions

Booking Terms & Conditions

Arrival and departures times

Check in online - have your reservation number to hand, and no more than 3 days before arrival. 

We have had to make some adjustments to our arrival/departure times during Covid-19 operating procedures in order to give time for enhanced deep cleaning between guests. 

These are as follows:

Hotel rooms:  Ready from 4.30pm for arrivals and departure by 10.30am please. 

Self catering: Ready from 5.00pm for arrivals and departure by 9.30am please. 

If you would like to spend the day here before leaving, please contact Reception on 01326 250288 who may be able to offer a late check-out or alternative room for you to use. Charges may apply.

BOOKING DURATION

We reserve the right to refuse any booking.

Hotel Guests: During certain times of year, in particular during Spring and High Season, we may only be able to take bookings that fall on a weekend for a minimum 2 night stay. We also reserve the right to charge a 50% supplement for single occupancy of a double room at times of high occupancy. 

Self-Catering Guests: Stays of less than one week may be available during Low and Mid Season, and are charged daily at 1/5th of the weekly rate – the minimum stay is 3 days. During Mid and High Season, stays are available from Saturday to Saturday in our 4* cottages and Sunday to Sunday in our 5* holiday homes.

Cancellations

With all bookings we strongly recommend you take out travel insurance. In the case of a ‘no show’ for a reservation, we will charge the total price of the stay booked.

Hotel Guests: With the exception of Christmas, New Year and all our Special Breaks as listed on our website, e-newsletters and direct mail shots (which are subject to their own cancellation policies), if you need to cancel more than 72 hours before your arrival date, your deposit will cover the cancellation fee and you will have no further liability. If you wish to cancel within 72 hours of your arrival date, we will do our best to re-let your room. If we are not able to do so, we reserve the right to charge for the accommodation at the quoted rate or your stay.

Self-Catering Guests: If you wish to cancel more than 30 days before your arrival date, your deposit will cover the cancellation fee and you will have no further liability. If you wish to cancel within 30 days of your arrival date, we will do our best to re-let your accommodation. If we are not able to do so, we reserve the right to charge a cancellation fee up to the amount quoted for your stay.

Christmas and New Year: Your deposit of £100 per person will be refundable without question for any cancellation received by 30th September. We will require your confirmation by 30th September with a further non-refundable payment to increase your deposit to 25% of your total accommodation amount.

Special Breaks: For example, Gourmet Weekends, Easter, Valentine’s etc (as outlined in our website offers, e-newsletters and direct mail shots) – if you need to cancel more than 30 days before your arrival date, your deposit will cover the cancellation fee and you will have no further liability. If you wish to cancel within 30 days of your arrival date, we will do our best to re-let your space on our special break. If we are unable to do so, we reserve the right to charge for the accommodation at the quoted rate for your stay.

Charity

We are delighted to support the Cornwall Community Foundation, our charity of choice. An optional donation of £1.00 will be added to the bill of staying guests. If you would like to donate more, please talk to Reception.  We will then pass on your donation to the Cornwall Community Foundation.

The Foundation supports volunteer-led community projects addressing the effects of hardship and poverty across Cornwall and the Isles of Scilly, and has invested over £8 million in more than 4,800 projects since it was set up in 2003. All the money raised stays in Cornwall and goes a long way towards making a huge difference to local communities.

We know that Cornwall holds a special place in our guests’ hearts and that many would like to give something back to the local community. Many are surprised to learn that Cornwall is the poorest county in England and that child poverty rates are as high as 40% in some towns. We can recommend the Cornwall Community Foundation as the safest and most straightforward way to make sure a donation reaches those who need it most.

Cleaning

Hotel guest rooms will be serviced daily, as usual, but please do note that our housekeeping staff will only enter your room to carry out service whilst you are out of the room. 

For any guests who would prefer that we do not service their room daily, please do let the hotel reception know and we will agree a tailored service to suit your needs. In such a situation, we will put your luggage rack outside your room to act as your personal “drop” table for anything that you request; whether that is clean towels, toilet paper, more coffee and tea or food and drink.

In the case of self-catering accommodation, we normally offer the option of guests paying for us to carry-out a mid-week clean, but we are sorry to say that this is not available at the moment.

Please note that we reserve the right to amend our service standards and how often we service guest bedrooms at any time, depending on the prevailing COVID situation and the level of infection.

Credit cards and cheques

MasterCard and Visa are accepted at no extra charge. Cheques are accepted where they are covered by a valid bank card. The hotel reserves the right to ask for an alternative form of payment or for further identification.

Damage to hotel property

We reserve the right to charge guests for the cost of rectifying damage caused by the deliberate, negligent or reckless act of the guest to the hotel’s property, structure and fixtures, fittings and furniture. Should this damage 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. We will, however, make every effort to rectify any damage internally prior to contracting a specialist to make the repairs, and therefore will make every effort to keep any costs that a guest would incur to a minimum.

Deposits

Hotel Guests (including special breaks as listed on our website, e-newsletters and direct mail shots): We require a non-refundable deposit of £75 per person to confirm your reservation along with your credit card details as guarantee for your booking. The deposit will be credited to your final account upon arrival.

Self-Catering Guests: Reservations should be confirmed with a non-refundable deposit of £100 per property per stay which will be credited to your account upon arrival.

Christmas and New Year: You are requested to confirm your booking with a deposit of £100 per person (excluding children sharing their parents’ bedroom). This deposit will be refundable without question, for any cancellation by 30th September. We will require your confirmation by the 30th September, with a further non-refundable payment to increase your deposit to 25% of your total accommodation costs.

Dogs

Dogs are permitted in the 4* cottages, Standard and Superior bedrooms, entrance lobby, the terrace and in the hotel grounds, but not in the public lounges, bar, restaurant, Signature bedrooms or 5* holiday homes. Dogs are allowed in the conservatory from 9am - 5pm. 

For families with young children

Budock Vean has an atmosphere of peace and relaxation, both in the hotel and in the grounds. To ensure that this is enjoyed by all, we would kindly ask all guests coming to stay with young children to be aware that:

  • When you are using the public areas, please can you ensure that your children are supervised and don’t cause any disruption to other guests who may be relaxing.
  • Breakfast and dinner are provided for families with children under 6 years old in the restaurant annex.
  • Children aged 6 and over can join their parents in the main restaurant.
  • Alternatively, we provide a 'Little BV'ers' tea at 5.30pm in the restaurant annex or as room service.
  • Pre and post dinner, families with children under 6 are welcome to use our Spa or Trelissick lounges, which are equipped with board games. If you need a babysitter, we have CRB checked childminders available plus a baby listening service.
  • The swimming pool is reserved for adults only before 10am and after 5pm Monday to Thursday and from 12 noon Friday to Sunday. Swimming nappies must be worn by children who are not yet potty trained.

Holiday Homes

Bookings are subject to their own set of terms and conditions that can be downloaded here or obtained from hotel reception. 

Improvements and maintenance to the hotel

These take place throughout the year. We will always do our best to ensure that guests are not inconvenienced. No compensation will be paid if a facility is not available, but we will do our best to provide a suitable alternative.

Inappropriate behaviour

Behaviour of guests and their visitors should not be excessive or rowdy, and must not cause annoyance, distress or embarrassment to staff or fellow guests. Threatening, offensive or illegal behaviour will not be tolerated. We reserve the right to recover from the person making the booking any discretionary compensation payment, or a member of your party or visiting friends. This includes damage to the hotel building, fixtures, fittings and flood damage.

Should any actions by a guest be deemed inappropriate by the Duty Manager, or if any inappropriate behaviour is brought to the attention of the Duty Manager, the hotel reserves the right, after any allegations have been investigated, to take action against the guest. Depending on the severity of the guest actions, the Police may become involved at the hotel’s discretion or guests may be asked to leave the hotel. In the event any guest is asked to leave before the scheduled end of their booking the guest will be charged for the full stay.

Invoicing

As a result of the circumstances caused by COVID, we are now invoicing all our guests at the time of booking. The invoice will be sent to you with your booking confirmation letter and will detail the full amount of the cost of your accommodation and the deposit you have paid to confirm the booking. You will still pay any balance for the accommodation on departure at the end of your stay and you will be provided with a receipt as before. Once you have checked the invoice and ensured that all the details are correct, there is nothing else you will need to do. If you have any questions or if you need to let us know of anything that is not correct in your view, please do not hesitate to contact the hotel reservations team on 01326 252100 or email .

Liability

Guests’ liability for their account is not waived and guests agree to be held personally liable in the event that any indicated person, group, company or association fails to pay all, or part, of any charges incurred.

Lost property

Should any guest lose any belonging during their stay or incur damage to their property, the provision of the Hotel Proprietors Act 1956 will apply, a copy of which is displayed in Reception. If we find any lost property we will make every reasonable effort to locate its owner and return it, but if we cannot locate the owner and an item is not reclaimed within 3 months of the guest’s departure, it will be disposed of by the hotel.

Marketing

By giving us your contact details when making a booking, or by logging into our wifi network we will add you to our database and send you regular offers and updates by email and/or post. If you prefer not to receive emails or direct mail from us, please email or hit the Unsubscribe button on our emails to be removed from our database. In compliance with the European General Data Protection Regulations (GDPR) we will keep your details secure and private, and not sell, rent or pass on your details to any third party.

No smoking

All our bedrooms, holiday homes, cottages and public areas are non-smoking. If this ban is ignored, a deep cleaning charge of £75 per room will be made. If the next occupant refuses to accept the room, you will be liable for the cost of alternative accommodation as well.

You are welcome to smoke outside on the Terrace or at the front of the hotel. Please ask at the bar for an ashtray as cigarette butts are the number one most littered item globally and as part of our Green Policy we seek to minimise our environmental impact.

Removal of hotel property

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.

Tampering with fire detection equipment systems and fire fighting equipment 

We reserve the right to take action against any guest found to have tampered/interfered with any fire detection equipment throughout the hotel, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and additionally may be asked to leave the hotel. Depending on the severity of the guest actions, the Police may become involved at the hotel’s discretion. Should the fact that fire-fighting or detection equipment have been tampered with 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.

Tariffs

Prices are correct at the time of publication but may change without notice with the exception of confirmed bookings. Confirmed bookings will not alter other than to reflect any changes in tax. E and OE. Online published terms and conditions supersede any printed collateral.

Vehicles

All vehicles are parked at the owners’ risk. Should a problem occur with a vehicle in the hotel car park, the hotel cannot accept any liability. If a vehicle is left in the hotel car park for more than 8 hours after the guest has departed, and without the written consent of the hotel, the hotel reserves the right to have the vehicle removed at the owner’s expense.

Additional terms and conditions for special breaks and hotel offers

All our special breaks and offers are subject to availability and cannot be used in conjunction with any other promotion or discount. W reserve the right to make changes to special break schedules if required. We reserve the right to cancel special breaks if required. If a special break is cancelled, we will do our utmost to offer a suitable alternative, but a refund will be offered in full if none is available.

Nothing in these terms and conditions shall limit or restrict the guests’ legal rights as a consumer. Advice concerning such rights may be obtained from the Citizens Advice Bureau.

Main Provisions of the Hotel Proprietors Act 1956

Definition of a hotel

The Act defines a hotel as “an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation, without special contract, to any traveller presenting himself and who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received”.

Hoteliers' responsibility for guests property

The proprietor of any hotel has a duty to take reasonable care of the property of his guests brought to the hotel whether resident or not. If it is lost or damaged through the negligence of the hotel, the proprietor may be liable. In addition to this duty, which an innkeeper has in common with others who are not innkeepers (private hoteliers), an innkeeper has, in certain circumstances, strict liability for the property of his resident guests.

The proprietor can avoid his liability only if he can prove that the loss or damage was caused by the guest’s own negligence, or by an Act of God, or by an Act of the Queen’s enemies.

Loss of/or damage to guests' property

Under the Hotel Proprietors Act 1956, a hotel proprietor may, in certain circumstances, be liable to make good any loss or damage to a guest’s property even though it was not due to any fault of the proprietor or staff of the hotel.

This liability, however:

  1. Extends only to the property of guests who have engaged sleeping accommodation at the hotel
  2. Is limited to £50 for any one article and a total of £100 in the case of any one guest, except in the case of property which has been deposited or offered for deposit, for safe custody.
  3. Does not cover motor cars or other vehicles of any kind of property lost in them, or horses or other live animals.

A hotel, as defined by the Hotel Provisions Act 1956, is an establishment which provides or holds itself out as providing sleeping accommodation, food or drink for reward for all comers without special contract.

This notice does not constitute an admission either that the Act applies to this hotel or that liability thereunder attaches to the proprietor of this hotel in any particular case.