Terms & Conditions (2014)

This hotel trades as Arden Hotel Limited (Registered in England 3707886) and the below are the terms and conditions of use of facilities at the hotel. The hotel ultimately also adheres to the laws set out in the Hotel Proprietors Act.

Payment

1. Arden Hotel accepts payment by cash, credit/debit card (Visa, Mastercard, American Express, Maestro, Electron), we also accept payment by Arden Hotel Vouchers previously purchased at the hotel. Payment terms will differ dependent on the booking type, and bookings that require pre-payment at time of booking must be paid by a debit or credit card unless the customer is present at the hotel for payment at the time in question. Personal cheques can be used as a method of payment on check-out as long as fully covered by a cheque guarantee card.
2. Customers paying with cash are required to produce a form of ID on check in at the hotel. Acceptable forms of ID are current driving licence, ID Card, passport, tility bill/bank statement (with address) or police warrant card. Failure to produce ID for cash payments on check will likely result in check in being refused. Customers paying cash on check in will not be granted credit facilities within the hotel during their stay, meaning that certain facilities will be restricted. Food & Beverage facilities however can be used, and paid at the time of usage directly.
3. International customers to the UK – All guests staying from a non UK or Commonwealth residential address. staying at the hotel are required to leave details of their passport including nationality, place of issue and passport number.
4. Preauthorisation – Upon check in to the hotel, for all accounts that an element of it is being settled directly, you will be asked to produce a credit card for pre-authorisation. This card will be pre-authorised for the accommodation cost and £50 additional per night for the case of any extra costs. Debit cards may also be used, however in this case the money may be held from your account throughout the duration of your stay, and up to five days afterwards. We recommend those paying by debit card to prepay on check in and use the card in the various outlets around the hotel.

Reservations

5. Standard terms applies for bookings of less than 10 rooms, group terms apply to bookings of 10 rooms or more.
6. Flexible Booking Terms – bookings made on our flexible terms are subject to a cancellation term of 17.00hrs on the day prior to arrival. Rates are quoted room only, inclusive of VAT unless otherwise quoted at the time of booking. A credit/debit card or company/agent guarantee (contracted companies/IATA only) is required at the time of reserving. Any credit cards and debit cards used must have an expiry date after the date of stay.
7. Advance Purchase Terms – bookings made through our advance purchase rates, are subject to full pre-payment at the time of booking. These bookings are non refundable and non transferable. A full cancellation charge will be charged upon cancellation or Non Arrival or a reservation at the hotel. At the point of booking if your card fails to charge, you will be contacted and notified that your booking has been moved onto a flexible rate and the cancellation terms have changed to this. In this instance, the cost of your reservation will increase, however we will notify you of the new cost of your reservation through an email or phone call at the point we make the amendment.
8. Third Party Reservations – bookings made through third party companies for our hotel, must be cancelled or amended through the same agency or website they have been booked. The Arden Hotel will only accept cancellations or amendments for bookings made directly with us. Terms will often differ with third party booking companies to ours directly, any questions regarding their terms should be addressed with the agency or website you booked through.
9. Accessible Rooms – Guests are requested to detail any access requirements they may have at the time of booking, so that we can guarantee and accessible room for them. The hotel are unable to guarantee accessible rooms on check in at the hotel unless pre-reserved.
10. Supplementary Charges – All our reservations are based on a maximum of two occupants per room, additional guests can be added to your reservation, subject to availability and room capacity restrictions. The cost per guest for a room only accommodation is £15.00 per person, £25.00 per person for Bed & Breakfast rates and £40.00 per person for Dinner Bed & Breakfast rates. The supplementary charge must mirror the room package chosen. Extra Beds may be used to all Supplements where needed.
11.  Extra Beds & Cots – Extra Beds can be added to the majority of our double rooms. These are subject to availability, and must be reserved at reservation stage, this will be a supplementary charge as detailed above. Cots are again available upon request and will be issued free of charge on request.
12. Room Type Descriptions – King Room, one king bed, Twin Room, two single beds, Triple Room, a king room and extra bed, Quad Room, a double bed and two single beds and a Family Room, A king bed, three single beds (extra bed available on request, subject to supplementary charge). Different charges apply for additional rooms.
13. Our Base Strategy rooms are commissionable at 8%+VAT to IATA registered agents, unless an override agreement is in place. Commission is not payable to non IATA agents or on corporate rates or to companies or guests directly.

Group Booking Reservations

14. All bookings of 10 rooms or more are regarded as group bookings. In order to make group reservations it is subject to a group or allocation booking agreement being fully completed and issued.
15. All signed agreements must be received at the hotel by 5.00pm on the ‘agreement expiry date’ stated on the group or allocation booking agreement. Should this not be completed by this date, the group or allocation will be released and subject to requotation and availability of accommodation space.
16. At the point of returning the signed agreement, the appropriate guarantee must be provided at this point. This may be in the form of credit card or a deposit of a minimum 25% of the overall total booking value. This excludes companies or agents with active credit accounts with the hotel, on the condition the total booking value of the group is within the credit limit awarded.
17. Dinner, Bed & Breakfast & All Inclusive packages are subject to the availability of dining space, a supplementary charge of £5 per person applies for private dining.
18. The client is liable to meet the payment agreement otherwise the group will be released and space will be subject to availability and re-quotation of rate.
19. In the event of non-arrival for the stay, the cost of 100% charge will apply. This will be applied to the account, charged to a credit card or credited or from any deposit held. All additional room nights applicable to any guests that have not arrived will be released for re-sale.
20. In the instance where the guests are settling their accounts direct with the hotel, the client is liable to all non arrival and late cancellation charges that have not been settled with the hotel.
21. A rooming list for all attendees will be required a minimum of 14 nights prior to the date of arrival of the group.
22. Any reservations for dining facilities must be made a minimum of 7 days prior to the arrival date at the hotel. These can be made as part of the initial booking and private facilities for dining are subject to availability of space.
23. The client accepts without exception the hotels absolute right to refuse accommodation and/or any other services to any person(s) who in the sole discretion of the hotel is or may act in a way act in a way as to interrupt the smooth running of the hotel.

Park & Fly Reservations

24. Advertised rates for a one night stay including parking for up to 15 nights are inclusive of VAT. Bookings can be mad through several channels however the below policy applies for all.
25. At the point of check in we will ask for the registration details of the car and the return date, and these will be tracked by our Night Security team. Please ensure you give us accurate information at this point to avoid any clamping issues.
26. Arden Hotel Limited accepts no liability for loss or damage to your vehicle and the property inside it during your stay with us or throughout the duration of your car being in our car park.
27. We provide CCTV in our car park, however we cannot guarantee that a camera will cover your car or imagery will be available should there be loss or damage to your vehicle. Any footage will be handed directly to the relevant authorities upon request.
28. Parking inclusive rates are for up to 15 nights, however additional nights parking can be purchased at Reception for a rate of £5.00 per night extra.
29. We require a mobile telephone number from guests who are parking when going away, as we may need to try and contact them in their absence, this will only be in extreme circumstances!

Check In

30. Check in Time at the Arden Hotel, Solihull is from 2.00pm. Check In time prior to this time can be requested but not guaranteed. Early check in requests will be prioritised by our front desk time, if you are planning to arrive early please let us know at the time of reserving, so we can aim to prepare your room in advance.
31. At the point of check in, you will be asked to reconfirm some of the key details of your reservation, this will include your room rate, room type, inclusive package (if applicable), access requirements, departure date and number of people in the room. All amendments need to be made at this stage to avoid any additional charges.
32. Those under 18 years old are not permitted to stay unless a parent or guardian is also staying in the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you and ensure all guests under your booking bring identification, otherwise where requested you and/or your guests will not be permitted to stay.
33. The maximum room occupancy is two adults. Family rooms (where available) can accommodate two adults (18 years and over) and two children (under the age of 16 years). Children aged 16 or 17 years will be permitted to stay in separate room(s) under the responsibility of the parent or guardian and the parent or guardian must also stay in the hotel at all times the children are within the hotel.  Triple rooms are  You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy and compliance with these terms. Occupancy is not transferable.
34. Arden Hotel accepts payment by cash, credit/debit card (Visa, Mastercard, American Express, Maestro, Electron), we also accept payment by Arden Hotel Vouchers previously purchased at the hotel. Payment terms will differ dependent on the booking type, and bookings that require pre-payment at time of booking must be paid by a debit or credit card unless the customer is present at the hotel for payment at the time in question. Personal cheques can be used as a method of payment on check-out as long as fully covered by a cheque guarantee card.
35. Customers paying with cash are required to produce a form of ID on check in at the hotel. Acceptable forms of ID are current driving licence, ID Card, passport, tility bill/bank statement (with address) or police warrant card. Failure to produce ID for cash payments on check will likely result in check in being refused.
36. International customers to the UK – All guests staying from a non UK or Commonwealth residential address. staying at the hotel are required to leave details of their passport including nationality, place of issue and passport number. Failure to produce ID on check in for international visitors will result in check in being refused.
37. Under extreme circumstances, the hotel reserves the right to refuse check in to any guest at any point if they believe the guest could potentially cause damage to the hotel or the environment that our guests are enjoying.
38.  Guests booking on Travel Industry Discount Rates will be required to produce ID at the time of check in to qualify for the discounted rate.

Cancellations

38. Flexible Reservations – cancellations must be received by 17.00 hours on the day prior to arrival otherwise the first nights accommodation charge will apply.
39. Advance Purchase Reservations – full cancellation charge applies for the duration of the stay will apply at the point of cancellation.
40. If cancelling a room, a cancellation reference will be issued by our team will be issued and forwarded to you for your reference. This must be kept for your records. Should you be unable to produce a cancellation reference for your booking, the applicable charges to your rate will still apply.
41. Third Party Bookings – bookings are to be made through the third party booking company or agent you booked through. Bookings and cancellation enquiries for bookings made through a third party operator will not be handled by the hotel directly.
42. If you decide to shorten your stay with us, you must let us know prior to arrival at the hotel, and at the latest by check in at the hotel. Should you decide to depart earlier from the hotel beyond the point of check in, an Early Departure Fee of £50.00 may apply to your booking.

Particular Requirements

43. Should you require a quad room or family room, or additional sleeping facilities in your room, these must be booked at the point of reserving otherwise cannot be guaranteed. The hotel will endeavour to meet all guest requests at the time of reserving.
44. Smoking Rooms – we have a limited number of smoking rooms available on request, these are however subject to availability. The hotel has three designated smoking areas onsite for guests who are unable to gain a smoking room. Smoking in a Non Smoking room will be subject to a smoking fee of £100.00 for the deep cleaning of the room.
45. If cancelling a room, a cancellation reference will be issued by our team will be issued and forwarded to you for your reference. This must be kept for your records. Should you be unable to produce a cancellation reference for your booking, the applicable charges to your rate will still apply.
46. Third Party Bookings – bookings are to be made through the third party booking company or agent you booked through. Bookings and cancellation enquiries for bookings made through a third party operator will not be handled by the hotel directly.
47. If you decide to shorten your stay with us, you must let us know prior to arrival at the hotel, and at the latest by check in at the hotel. Should you decide to depart earlier from the hotel beyond the point of check in, an Early Departure Fee of £50.00 may apply to your booking.
48. Accessible rooms must be requested at reservation stage and cannot be guaranteed at check in unless pre reserved in advance.
49. Although the Arden Hotel will make every possible effort to meet your accommodation requirements, all rooms are subject to availability. We apologise in advance if your particular requests cannot be met.
50. Electrical appliances such as toasters, mini cookers and portable grills, may not be used in the rooms as they set off the sensitive alarm system.
51. Pets – The hotel has limitations on pets allowed within the property. Cats & Dogs are permitted with a supplementary charge of £25.00 per pet, per night. This will be added to your room account. As specific rooms are allocated for pet use, this information needs to be given to the hotel at the point of booking so that we can accommodate all needs. All other pets are strictly forbidden from the hotel.
52. Car Parking – Car Parking is free to overnight guests however the hotel cannot guarantee availability of space for parking. Should the car park be full, our team will direct you to the nearest available car park, which may be chargeable to the guest directly.
53. The hotel accepts no liability for damage or theft of goods whilst onsite at the hotel, on the grounds of the hotel at any time.

Breakfast

54. The Great Arden Breakfast is available in the Meeting Place Brasserie from 6.30am – 9.30am, Monday – Friday & 7.00am-10.30am on a Saturday-Sunday. The Great Arden Breakfast consists of a continental and full English buffet and a selection of hot and cold beverages. Items may vary dependent on seasonality and availability of stock.
55. During peak periods the Meeting Place Brasserie may get busy, the hotel will make every effort to ensure guests are seated within 15 minutes of arriving.
56. In Room Dining is available for the breakfast offering at a supplement on the Buffet Breakfast price, please refer to the in room dining breakfast card for more information.
57. Breakfast is also open to non residential guests to join in house guests at a supplementary charge that can be paid at the Meeting Place Brasserie entrance.
58. Children’s pricing for breakfast applies to children aged 12 or less. Over this age the full adult price applies.
59. Although the Arden Hotel will make every possible effort to meet your accommodation requirements, all rooms are subject to availability. We apologise in advance if your particular requests cannot be met.

Burgundy Suite Restaurant

60. Our Burgundy Suite restaurant is open to all guests of the hotel and members of the public offering a range of A La Carte and Table D’Hote Meals. During peak periods our restaurant often extends into our main conservatory, which sometimes can be used for private use.
61. Deposits are required for bookings of 15 or more people, these are to be taken at the time of booking and are non refundable should people not arrive. Unfortunately deposits are not transferable to be used as credit on the bill should people fail to arrive. The deposit amount per person is £10.00, with the exception of Sunday Lunch service where it is £5 per head.
62. The restaurant opening hours are between 6.00pm and closing at 10.00pm, last entrance to the restaurant will be strictly at 10.00pm, Lounge service is available beyond that finishing at 11.00pm.
63. The Burgundy suite restaurant may be closed during peak periods or periods where the hotel is very quiet. On these dates Dinner will be served in our Meeting Place Brasserie.
64. Payment is only authorised to go to a guest room subject to credit facilities at the hotel, you will be required to pay on departure from your meal in the restaurant if you do not have an account organised with reception.
65. Children’s pricing for breakfast applies to children aged 12 or less. Over this age the full adult price applies.
66. Although the Arden Hotel will make every possible effort to meet your dietary requirements and menu availability, all items are subject to availability. We apologise in advance if your particular requests cannot be met.
67. Private use of the Burgundy Suite Restaurant or Conservatory (or both areas) will be subject to a Room Hire charge, please speak to our Arden Events Team for a quotation for this.