Booking terms & conditions
1. Making a booking
By making a booking you are confirming that you are authorised to do so on behalf of all persons named in the booking and you are acknowledging that all members of your party agree to be bound by these Booking Terms & Conditions.
When your booking has been made a confirmation will be sent to you by email using the email address that you have supplied. Booking confirmations are subject to the availability of accommodation at the hotel. You should carefully check the details of your confirmation as soon as you receive it. You must contact us immediately in writing if any of the details are incorrect or incomplete.
We will always endeavour to rectify any inaccuracies or accommodate any alterations you wish to make to your booking. We cannot accept liability for any inaccuracies that are not brought to our attention within 24 hours from your confirmation, nor can we accept responsibility for inaccurate information that you have supplied.
2. Paying for your booking
Credit or debit card details will be required when you make your booking. The full value of the booking will be charged from the card provided on the day of your arrival, unless otherwise stated. See our cancellation policy for charges that may be taken. Unless stated as part of your booking, additional items such as meals, beverages and travel expenses, are not included in the price of your stay. If you incur any such additional costs you must settle the sum involved before your departure from the hotel.
3. Price changes
We reserve the right to increase or decrease the price of unsold breaks at any time. The price of your chosen break will be confirmed when your booking is made and – with the exception of any errors – we will not increase the price of your reservation once it has been confirmed. We reserve the right to correct any errors in advertised and confirmed prices and will do so as soon as we become aware of an error. We will notify you of any price discrepancies relating to your booking should they arise, but we strongly advise you to check that the final price of your booking is correct before making your final confirmation.
4. Price Guarantee
On receipt of written confirmation the prices quoted and confirmed in writing by the Hotel remain fixed except for any alterations in the Government rates of taxation and/or duty such as VAT, for which we reserve the right to alter pricing to take account of any variation.
5. Amendments to your booking
You should notify us of any amendments to your confirmed booking by telephone or in writing as soon as possible. Amendments are subject to availability and those made within the cancellation period (see below) may be subject to cancellation charges.
In order to avoid cancellation and/or non-arrival charges, guests should observe the hotels cancellation policy, which varies depending on the package you have chosen. Failure to cancel in advance will result in 100% of the stay being charged to the credit or debit card provided and your entire booking released immediately. Please check the cancellation and amendment terms at time of booking. Where a refund is due, this will be refunded within 7 days from your cancellation to the same card you have made payment with. Please check at the time of booking if you are unsure of any of our cancellation procedures.
7. Cancellations and changes made by Smartmove Hotel Group.
In the unlikely event that a hotel is unable to accommodate a confirmed reservation it may be necessary to offer an alternative of an equal or a superior standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will tell you as soon as possible, offering a suitable alternative. This does not apply to minor changes or events during your stay, resulting from unusual or unforeseeable circumstances beyond our control.
We cannot be held responsible for cancelling your booking as a result of your failure to comply with any requirement of our Booking Terms & Conditions, and we cannot be held liable for any expenses, costs or losses incurred by you as a result of any change or cancellation.
If a guest or a member of your party behaves in a way that causes or is likely to cause danger, upset or distress to a third party or to property or guest assets, we are entitled, without prior notice, to curtail the stay and request that the person(s) concerned leave the property. No refunds or return travel arrangements will be made and we will not pay any expenses or costs incurred as a result of such a curtailment.
8. Additional Requests
All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests made should be prior to your arrival at the hotel, giving reasonable advance notice.
9. Third party suppliers
Elements of your break may include services supplied by third parties (for example golf, tickets to local attractions etc). Such third party suppliers will usually have their own set of Terms and Conditions relating to the services they provide. You should consult any third party Terms and Conditions soon after making a booking if your break includes such items.
10. Medical conditions
If you or any member of your party has a medical problem or disability which may affect your stay, please call our Central Bookings Office to advise us so that we can make provision for the particular needs of the person(s) concerned, or advise you if we are unable to make such provision. If details are not provided to us at the time of booking, Smartmove Hotel Group reserves the right to cancel the booking should it be unable to make appropriate provision for a specific need or needs.
11. Force Majure
We cannot accept responsibility for unforeseen circumstances beyond our control. These include (but are not limited to) adverse weather conditions, fire, riot, war, terrorist activity (or threat of such activity), industrial dispute, natural disaster, pandemic, national health crisis, injuries and death of an individual(s) through accidental circumstances unconnected with any property.
By making a booking you are accepting responsibility for any damage or loss caused by yourself or a member of your party. Full payment for any such damage or loss must be paid to the hotel owner or manager on demand. If you fail to do so, you will be responsible for meeting any claims subsequently made (together with our own and the other party’s full legal costs) as a result of your actions.
If you are dissatisfied with any aspect of your stay you should bring the problem or issue to the attention of the duty manager or senior member of staff at the hotel as soon as possible so that all reasonable efforts can be made to rectify the situation. If, for any reason, the issue cannot be resolved to your satisfaction and you wish to make a complaint, you should put it in writing and send it to the General Manager at the hotel or contact our head office: Smartmove Hotel Group, County Hall Business Centre, Market Place, Boston, PE21 6DY. Telephone 01205 500501. Alternatively you can e-mail our guest care team on firstname.lastname@example.org
13. General Information
Accommodation: The majority of our bedrooms feature a private ensuite bathroom with either a bath & shower or a shower, colour television and tea/coffee making facilities. A number of bedrooms feature facilities in addition to those stated above.
Payment methods: We accept most major credit and debit cards with the exception of American Express. We do not accept cash payments.
Check-in: Each property has set check-in times. If you wish to arrive earlier please telephone reception to see if it is possible. But we can not guarantee that we can accommodate you.
Check-out: We ask that you vacate your room by 10.30am on the day of your departure.
Pets: We do not accept pets in any of our hotels or apartments. Small, well-behaved pets are permitted by prior agreement in some of our Holiday Homes. This should be confirmed with our Central Bookings Office prior to your arrival to ensure a suitable property is available for you and your pet(s).
Smoking policy: All properties are non-smoking. A selection of rooms at Boston West and The Stanley Hotel feature balcony rooms which smoking is permitted, as long as the bedroom doors remain closed.
Room damage: Should you cause damage to decor, spoil a room or any of our public areas in any way that is deemed not accidental or steal items belonging to the property, Smartmove Hotel Group reserves the right to charge you a minimum of £250 in order to cover the cost of cleaning, repairs, replacement and disruption in reselling the room.
Taxes: All prices include VAT tax at the prevailing rate at the time a payment is made.
Tourist attractions: To avoid disappointment you should check the seasonal and/or daily opening times of any tourist attractions prior to travelling to any property or the attraction concerned.
Accuracy of information on this website: Whereas we endeavour to ensure the information contained within this website is as accurate as possible, there will inevitably be instances where information may be incorrect or out of date. It is always advisable to check specific details that may be relevant to your booking prior to making that booking. For example, information relating to regional or local attractions is intended for your general information and any changes to such attractions or facilities are beyond our control. We reserve the right to amend or remove information at any time and do not accept responsibility for keeping copies of any amended or deleted information.
It is your responsibility to ensure that any insurance cover you have provides adequate cover for your needs and for the duration of your stay.
15. Our liability to you
We accept liability for, and totally restricted to, services booked via Smartmove Hotel Group’s website in accordance with the Booking Terms & Conditions current at the time of booking. We cannot accept any other form of liability.
16. Third party websites and viruses
Smartmove Hotel Group cannot be held responsible for the accuracy, content, or availability of information about our hotels or our organisation that may be found on third party websites. Neither are we responsible for the content or privacy policies of any third party websites that have links to or from our website. Attempts to interfere with the operation of our website, by whatever means, or any attempt to place an unreasonable or disproportionate load on our website or server infrastructure is prohibited. In the event of our website failing to operate, either in whole or in part, due to infections by computer viruses, bugs, tampering, unauthorized intervention, fraud, technical failures or any other causes beyond reasonable control, we reserve the right in our sole and absolute discretion to prohibit usage of our site and to cancel, terminate, modify or suspend the site.