Booking Terms And Conditions



All Bookings

The terms and conditions detailed below apply to all bookings whether made online at The Hotel Collection or made by telephone or in person. When you make a booking, your contract (which includes these terms and conditions) will be with The Hotel Collection. All rates are subject to availability, all bookings are taken at the discretion of The Hotel Collection. The Hotel Collection has a minimum age requirement of 18 years old for booking a hotel room. If you arrive at the hotel and are under 18 years of age you will not be permitted to stay alone. We may require photo ID as proof of age.


You will be asked to guarantee your booking with a debit or credit card including your 3 digit security code. We accept American Express, MasterCard, Maestro, Visa & Visa Delta. A full non-refundable, non-transferable payment is required for promotional, seasonal and advance purchase rates at the time of booking. This includes Leisurebreaks Club members booking on non-Leisurebreaks Club promotions.

Please note: If pre-payment is not required, then payment is due on departure from the hotel and can also be made by The Hotel Collection gift vouchers or cheque with a valid cheque guarantee card. On arrival at the hotel, all reservations will require pre-authorisation with a credit card or cash deposit to cover incidentals during your stay.

What happens if you need to cancel?

Please cancel any bookings made online by clicking here >

Flexible bookings can be cancelled for a full refund before 12 noon the day of arrival. Later cancellations or no-show will be charged at full room rate. Promotional, all-inclusive and advance rates are non-refundable and non-transferable in the event of cancellation unless you have purchased The Hotel Collection cancellation protection. Cancellation protection is not available on selected packages, including Christmas & New Year (request relevant terms and conditions). For cancellation policies on corporate arrangements, please refer to individual contracted terms and conditions.

Cancellation by The Hotel Collection

Very occasionally, we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative accommodation of the same standard, or higher, or offer a full refund. We regret we cannot pay compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or change.

Force Majeure

The Hotel Collection cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your stay) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, epidemic and all similar situations beyond our control.


All rates quoted are per room per night, are subject to availability and include Value Added Tax (VAT) & Services. Special rates quoted cannot be used in conjunction with any other discount, offer or promotion except Leisurebreak vouchers. Supplements will be applied for single and family room occupancy and when Premium, Deluxe or Suites are selected.

Children’s Policy


– Accommodation for up to two children aged 16 or under is free when sharing with two adults in a standard guest bedroom; a single supplement applies when only one adult is in the room.
– Upgrade charges apply for larger rooms.
– Additional rooms for children aged 6 to 16 will benefit from a 50% discount on the adult rate, excluding sales and pre-payable rates.
– To accommodate a family in our guest bedrooms, in some cases a foldaway bed will be used. Should you require a cot, please ask at the time of booking.


– Breakfast is free for children aged 5 and under.
– Breakfast for children 6 to 12 is charged at £3.50.
– Children 5 years and under can choose a free two-course children’s meal with a full paying adult.
– Children’s menu available for children up to 12 years and charged as taken.
– Children between 6 and 12 may order from the restaurant menu and benefit from a 50% discount.
– Children over 13 are classed as young adults and pay full rate for meals as taken.- Family dining times may apply.

Food & Beverage

A tray charge will apply to all meals taken in your room. Breakfast times may vary at the weekends. Please contact the hotel with any special dietary requirements.

Car Parking

Car parking is available subject to availability at many of our hotels. Car parking charges may apply. Your room booking does not guarantee a parking space and if you find the car park is full, you will be given directions to the nearest alternative site. Parking your car is entirely at your own risk and we cannot accept any responsibility whatsoever for theft or damage to your vehicle or other property howsoever caused.

Mobility Impaired

Our hotels comply with the access requirements of local disability legislation. If you have special requirements please inform us at the time of booking.

Check In and Check Out

Check in is from 3pm and check out is 11am. If you plan to arrive after 7pm, please advise your specific hotel. Failure to notify of late arrival may result in your room being resold, and our cancellation terms will apply.

Health & Leisure Clubs

General health and leisure club facilities may be used without charge during your stay. Any beauty treatments or sunbed sessions will be charged as taken. You should book any treatments direct with the hotel before you arrive to avoid disappointment. For reasons of health and safety, you should accompany your children to the Health & Leisure Club. They are not allowed in the spa baths, saunas or steam rooms on site.

The Hotel Collection Gift Vouchers

Gift vouchers may be exchanged for goods or services at any of our hotels. Vouchers may be exchanged for goods or services of a higher value on payment of the difference. Vouchers cannot be exchanged for cash. No photocopies accepted. Vouchers are to be redeemed at the hotel. Vouchers cannot be replaced if lost or stolen. Vouchers are only valid in the UK for 12 months from the date of issue. Please allow up to five working days for purchased gift vouchers to arrive. All orders are subject to a £6.20 postage fee.

Golf Breaks

You can book golf breaks direct with the hotel, which will get a suitable tee time for you. If a course is unavailable for any reason, you will be offered an alternative course. You may need to show your golf handicap certificate.

Dog Policy

Many of our hotels are dog-friendly and our teams are on hand to ensure that everyone can enjoy their dogs without imposing on our other guests. You will be allocated a designated bedroom (room restrictions may apply). A maximum of two small dogs or one large dog is allowed in one bedroom. Your dog is not allowed in the hotel restaurant or any health & leisure facilities. Restrictions may apply to the bar and lounge areas in some hotels. Dogs must be kept on a lead at all times when in public areas of the hotels, including the grounds and gardens in some hotels. We ask you to consider our other guests and keep your dog under control at all times, should your dog be a nuisance to other guests or bark incessantly during the stay we will ask you to leave. Guide dogs are allowed in all hotels and throughout the hotel, including the restaurant. Our doors are open to your furry friends from just £10 per dog per night.

Smoking Policy

All properties are smoke free and penalty fees will be applied if you smoke in the hotel.


If you want to share anything about your The Hotel Collection experience with us, then we’d love to hear from you. Either complete a guest comment card and leave it with Reception or write to:

The Hotel Collection
Salisbury House
Wheatfield Way 
LE10 1YG

Please include full details of your stay with your booking reference. Any relevant changes to terms & conditions will be communicated at time of booking.

Promotions and Reader Offers

Your promotional or reader offer package will be based on two guests, sharing a standard double or twin bedroom for a minimum of two consecutive nights. Each hotel allocates a limited number of bedrooms to these promotional offers and once the allocation has gone, you will be offered the next best available price. These offers are valid on new bookings only and cannot be used in conjunction with any other discount, offer or promotion. The same children’s policy applies to all promotional bookings. The usual single occupancy and upgrade supplements apply. For details on additional parking charges at the hotels, see above.


The Hotel Collection makes every attempt to ensure that information supplied on and our booking sites is up to date, but cannot guarantee the accuracy of information or availability of bookings. These terms and your booking are subject to the laws of the jurisdiction in which the relevant hotel is situated.