Terms and Conditions

Home / Terms and Conditions

 

 

 

 

 

 

 

 

Terms & Conditions – Important – please read

Throughout the Terms & Conditions the terms “we”, “us” and “our” refer to Jonsel Management Black Ltd. trading as The Cliff Hotel & Spa.

 

Accommodation Reservations:

Unless otherwise stated, accommodation prices are in £GBP. All prices include Value Added Tax (VAT) at the prevailing rate.

The Cliff Hotel & Spa adopts dynamic pricing and the price of our rooms fluctuates based on demand. The price you pay is the price quoted to you at the time you confirm your reservation.

You must be at least 18 years old to make a reservation. Those under 18 years old are not permitted to stay at The Cliff Hotel & Spa unless a parent or guardian is also staying in the hotel.

Unless otherwise stated, accommodation rates are based on an overnight stay from 3pm on the day of arrival until 10:30am on the day of departure.

Unless otherwise arranged, rooms must be vacated by 10:30am 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.

Charges for additional guests over and above the standard occupancy of a room are based on per person, per night.

A non-refundable deposit to the value of the first night’s stay is due at the time of booking. Some bookings may require full prepayment at the time of booking or additional payment prior to your arrival. All deposits are non-refundable.

Any outstanding charges for accommodation is payable on check-in, other outstanding charges are settled on departure from the hotel. A valid credit card is required to process any incidental room charges. Any outstanding balance on the room account after departure will be automatically charged to the card held against your reservation.

Unless otherwise stated, all hotel accommodation rates include our Full Breakfast Buffet. Additional items and Room Service charges are charged as taken. Accommodation reservations in Holiday Houses do not include Breakfast.

Unless otherwise stated, Dinner Inclusive Rates include a £30 per person allowance to be used for food items in our restaurant for dinner only (please note this does not include beverages). This allowance applies to adults only, dinner for children will be charged as taken.

Please visit our Dining Terms & Conditions for further information.

Unless otherwise stated, hotel accommodation rates include one hour’s daily use of our spa facilities per person between 15:00 on the day of arrival and 10:30 on the day of departure. Accommodation reservations in Holiday Houses do not include use of our spa facilities.

Children under the age of 16 years are only permitted in the Spa from 8 – 10am and must be supervised by a minimum of 1 adult to every 2 children.

Please visit The Cliff Spa Terms & Conditions for further information.

Unless otherwise stated, dining and spa reservations are not automatically made with accommodation reservations and are strongly advisable. No refunds or discounts will be given should guests be unable to dine or use the spa due to failure to book in advance.

Please check that the details of your reservation are complete and accurate on your confirmation correspondence. We will not be liable for any delay or non-performance if incorrect information has been actioned. If you have not received your reservation confirmation, think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please immediately contact our Reservations Department directly on 01239 613241.

At certain times, facilities may become unavailable due to maintenance, adverse weather conditions or other reasons beyond our control. We will attempt to keep all hotel guests informed of these circumstances however this may not always be possible. If any facility is a significant reason for your visit, we would advise you to check directly with the hotel in advance of arrival.

Accommodation Cancellations:

Our Standard Rates operate a 72-hour cancellation policy, whereby cancellations made within 3 days prior to arrival will be fully charged.

Our Flexible Rates operate a cancellation policy of 9am on the day of arrival, whereby cancellations made after this time will be fully charged.

Failure to cancel your booking in accordance with the cancellation policy will result in full payment being charged to the debit/credit card used to guarantee the reservation.

Excluding accommodation reservations in Holiday Houses, for cancellations made in accordance with the cancellation policy, deposits will be kept for six months to use against a future booking at the company’s discretion.

Deposit payments made for Holiday House reservations are non-transferrable and non-refundable.

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 for any of the above reasons, we reserve our legal rights in respect of your breach of contract. The total payment made or to be made by you for such reservations whether or not your visit has commenced, shall be deemed a cancellation charge and is not for any service.

Should The Cliff Hotel & Spa be unable to fulfil the service booked for such reasons including but not exclusive to outbreak of disease, health and safety issues, fire, flooding, failure of power and/or water supplies or emergency evacuation, a hotel gift voucher to the value of payments made or alternative dates will be offered.

Gift Vouchers:

General Vouchers for The Cliff Spa are valid for 12 months from the date of issue. Promotional Gift Vouchers are valid for specific periods dependent on the individual promotion.

Vouchers are NOT valid after the expiry date.

A gift voucher can only be used towards the value that is stated on the voucher. The gift voucher is not redeemable for cash, is non-refundable and non-transferable, and resale is prohibited.

A replacement gift voucher will not be provided if the original is lost, stolen, destroyed or used without permission.

A voucher must be presented upon arrival to be redeemed; when a voucher is used as a deposit payment, the voucher code will be redeemed at the point of booking.

Further terms and conditions may apply and will be stated on the voucher.

Accessibility:

We have a number of rooms which are specially adapted for customers with disabilities.

We operate a system of assisted escape for disabled guests and ask all guests to clearly advise us of any specific requirements they may have in the event of an emergency so that we may incorporate this into our evacuation procedures.

For more information view our Accessibility Statement

Parking and EV Chargers:

Car parking is complimentary at The Cliff Hotel & Spa, on a first come first served basis.

Disabled parking bays are available and can be reserved by contacting Reception prior to arrival (subject to availability).

A small number of payable charging points for electric vehicles are available.

When using the car park please be considerate of others:

  • If you do not require a disabled parking bay please do not park in one.
  • Do not block access points, thoroughfares, other vehicles or EV charging spaces.
  • Do not park in an EV charging space when you are not actively charging a vehicle and move on when you have finished charging.
  • Don’t unplug someone else’s vehicle, contact the hotel Reception should you need assistance.
  • Keep noise to a minimum especially during night time and the early hours of the morning.

We do not accept liability for the loss or damage to any vehicle or contents of vehicle parked or charging in our car park.

Owners park and charge vehicles at own risk.

Check-in and Check-out:

You may check in any time after 3:00pm on the day of your arrival and check out any time before 10:30am on the day of departure. Early check ins and late check outs may be available upon request, subject to availability.

Pets:

We allow dogs only in a limited number of our bedrooms. This is subject to availability and must be pre-booked. Guests who arrive at the hotel with their dog without prior arrangement may not be accommodated.

A charge of £10 for the first evening and £5 per night thereafter will be added to your room account  per dog. (Certified Service Dogs are exempt from this charge).

Dogs are not permitted in The Cliff Spa, The Carreg Bar & Restaurant nor on the golf course. We do permit dogs on the tiled floor area inside The Point Bar.

Any property damage caused by a dog will be the dog owner’s responsibility and the appropriate charges will be applied to your room account.

Any dog fouling will be the dog owner’s responsibility and the appropriate charges will be applied to your room account if it is not disposed of correctly.

For more information view our Pet Policy

Hot Tubs:

Luxury Sea View Suites feature a hot tub on the balcony: members of our maintenance team require daily access to your room between 11:00am and 3:00pm to monitor and maintain water quality.

For personal safety reasons always follow the Hot Tub Guidelines when using the hot tub. The Cliff Hotel & Spa will not be held responsible for your safety whilst you are using the hot tub, use at own risk.

No refunds or discounts will be given should guests be unable to use the hot tub due to high winds or extreme adverse weather conditions.

It takes more than 24 hours to empty, refill and reheat a hot tub. Please consider this for your own use and for future guests.

If misuse renders the hot tub out of commission, loss of revenue charges and any damage costs will be incurred.

Golf:

Our 9-hole golf course is available to residents and non-residents. Day charges apply for use of this and score cards are available at the Hotel Reception.

You must adhere to all signs, notices and information intended for your safety and the safety of others whilst on the course.

For your safety, you must ensure that you are not in the path of moving golf balls, clubs or buggies at any time.

Use of golf course is at own risk.

Hotel Events:

At certain times throughout the year we host weddings, events and parties which may include high guest numbers, live entertainment and firework displays. If you have concerns that hotel events would be an intrusion on your visit please contact the hotel directly on 01239 613241 in advance of your stay for further information.

Please visit our Weddings, Meetings & Events Terms & Conditions for further information.

Damage / Misdemeanours:

We reserve the right to invoice our guests for damage or negligent soiling caused to any parts of our premises; accidental or otherwise. Failure to inform staff about damage caused to our property may result in further charges to be incurred due to delayed intervention.

Any reckless tampering with equipment including fire alarms and emergency equipment will incur a penalty charge.

Smoking:

Smoking (including e-cigarettes) is not permitted in any guest bedrooms or indoor public areas, including out of the window.

Any guest found to be smoking in their bedroom or en-suite will incur a fine to the value of the next night’s rate of stay to cover cleaning charges and loss of revenue from smoke damaged rooms.

Environmental Policy:

We recognise and accept that the activities involved in running the business necessarily impinge upon the environment. Every effort will be made to minimise these effects, to continually drive the business forward for a more sustainable future. Please view our Environmental Policy for more information.

Privacy, Safety & Security:

All incoming and outgoing calls to/from the hotel telephones are recorded for training and monitoring purposes.

In compliance with relevant data protection legislation we reserve the right to review audio recordings as required.

Recorded audio will be stored securely and retained in compliance with relevant laws.

For the safety and security of all our guests and staff, The Cliff Hotel & Spa is monitored by CCTV 24 hours a day. By entering onto our property you consent to your image being recorded and reviewed.

In compliance with relevant data protection legislation and the CCTV Code of Practice produced by the Information Commissioner we reserve the right to review footage as required.

Recorded CCTV footage will be stored securely and retained in compliance with relevant laws.

We are committed to protecting and respecting your privacy in accordance with General Data Protection Regulations and the Data Protection Act 2018. Please view our Privacy Policy to understand how we will ensure that your personal information is handled in a safe and responsible way.

The Cliff Hotel & Spa is situated on an exposed clifftop; as such everyone should take care, children and those with additional needs should take extra care and / or be supervised.

In cases of emergency all guests are expected to evacuate the building in a safe and orderly manner to the emergency assembly point located at the top of the car park. There are emergency evacuation signs in all guest bedrooms to advise of procedures and location of fire exits.

The fire alarm siren is tested every Tuesday morning at 9:55am. The alarm sounds in short bursts when tested and it is not necessary to evacuate the building on these occasions.

Personal information including room number information will not be shared with individuals not in the company’s employ. Identification will be required for reissue of keys and re-entry to occupied rooms.

For your safety and security we feature an auditable electronic door locking system. We recommend that you refrain from writing your room number on the key card. Out of hours your room key will also provide access via the main hotel doors.

We will not accept liability for any guest items not secured correctly. Any lost property is recorded and excluding perishable items, held for two months; if unclaimed after this time items are donated to a local charity shop.

Social Media:

The Cliff Hotel & Spa recognises that social interaction on the internet is an important and integral part of society. However inappropriate use of social media can pose serious business and personal risks.

We require all guests to respect privacy and confidentiality. Do not post any information, including photographs of The Cliff Hotel & Spa’s staff, guests, clients, business partners, suppliers, vendors or other stakeholders without their written permission or in breach of these terms and conditions.

You may not use The Cliff Hotel & Spa’s logos, brand names, slogans or other trademarks or post any confidential or proprietary information without prior written permission.

It is prohibited to use social media in any way that:

  • breaches obligations of confidentiality towards The Cliff Hotel & Spa or to any third party or which causes The Cliff Hotel & Spa to breach duties of confidence owed to any third party
  • breaches the right of any staff member or third party to privacy, data protection and confidentiality or which amounts to bullying or harassment
  • is offensive, insulting, discriminatory or obscene or is likely to either directly or indirectly damage the reputation of The Cliff Hotel & Spa, its associated companies and staff.
  • infringes the intellectual property rights of any other person or entity
  • breaches or causes The Cliff Hotel & Spa to breach any law or the rules or guidelines of any regulatory authority relevant to the business
  • breaches data protection rules

Individuals are personally responsible and may be legally liable for what they communicate on Social Media; personal accounts do not represent the views of The Cliff Hotel & Spa.

Code of Conduct:

Any inappropriate behaviour during your stay including but not exclusive to rude and aggressive behaviour towards staff and other guests; removing, destroying or causing damage to the hotel, it’s fixtures and fittings or other guests’ property; engaging in any unlawful activity; causing any health and safety hazard; causing unreasonable disturbance to staff or other guests or otherwise breaching any of these terms and conditions, we reserve the right to:

  • cancel your reservation with immediate effect and (as appropriate) remove you from the 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;
  • refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.

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

We reserve 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.

Travel Insurance:

We strongly recommend that you have appropriate travel cover in place should you need to cancel as no refunds are given in any circumstances.

Information:

All information in our hotel brochures, posters, social media posts and website are correct at the time of publishing and is subject to change without prior notice. All arrangements are subject to availability.

Our brochures, posters, social media posts and website are published by the hotel and their content is the copyright of the company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.

Trade-marks used in brochures, posters, social media posts and on the website are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites.

Separate Terms & Conditions apply to private events such as Weddings, Meetings & Events, to promotional events such as Christmas, for The Cliff Spa and for Dining at The Cliff Hotel & Spa.

Dining Terms & Conditions

Restaurant reservations are held for 15 minutes and may then be released to accommodate other guests.

A table is allocated to you for the duration of your dining experience which is based on your reservation time and number of guests. Requests for particular tables may be honoured but cannot be guaranteed. You may be asked to vacate your table if your allocated time has come to an end.

Please inform the hotel of all known food allergy and dietary requirements for your party at the time of booking – without prior notice, we may not be able to accommodate particular dietary requirements.

Some Afternoon Tea options require 24 hour pre-booking.

Due to the high demand for availability or the nature of the service booked eg. some Afternoon Tea options, we may require a debit or credit card number to secure your reservation even when a different payment method is intended. This is for cancellation and non-arrival purposes only. If requested, you must provide valid debit or credit card information to make a reservation.

Where credit card details are used to secure your reservation, a non-arrival payment of £10 per person will be taken from this card for any guests who do not arrive for their reservation. Cancellations after 10.00am on the day of the reservation will also incur a cancellation fee of £10 per person.

Local licensing authority regulations apply.

These terms and conditions are deemed to incorporate The Cliff Hotel & Spa’s general terms of business.

Separate Terms & Conditions apply to private events such as weddings and meetings, and to promotional events such as Christmas.

Christmas Terms & Conditions

Pre-booking is essential for all Christmas events. We kindly ask that you keep to your booking time. All verbal bookings for festive meals or parties will be treated as provisional and will be held for no longer than 72 hours pending receipt of written confirmation and the appropriate deposit.

To confirm a booking a deposit is required of £150 per room for Residential Packages, £10.00 per person for Parties and Festive Meals and £5 per person for Santa Saturday. All deposits are non-refundable and non-transferrable unless otherwise stated within these Terms & Conditions.

For all Dining Packages, Parties and Events (including Santa Saturday): Full payment of the balance is required by Thursday 23rd November 2023. Bookings not paid in full by Thursday 23rd November 2023 will be deemed to have been cancelled and any monies paid will be retained by the hotel. Bookings made after this date will require full payment at the point of booking.

For Santa Saturday: A time slot of 1 hour 30 minutes has been assigned to your booking. Upon arrival, please wait where directed and an elf will check your booking. You will then be taken to have a photo with Santa unless you request otherwise. Children aged under 2 years can attend free of charge with a full paying adult. If you require a gift for a child aged under 2 years, or a gift for a child having an adults afternoon tea, these are available at £5.00 each. We kindly ask that along with submitting any dietary requirements upon booking you also specify the name and age of all children attending for gifting purposes. As your photo with Santa will be emailed to you, we kindly ask that you ensure your email is correct and confirmed with a member of our team on the day. Whilst we will strive to email the photos out to you as soon as possible we cannot guarantee delivery times. You are guaranteed a minimum of 1 digital photo.

For Residential Packages: Full payment for all bookings is required by 23rd November 2023. Bookings made after this date will require full payment at the point of booking.  Upon booking, credit/debit card details will be placed against your reservation and the balance will be debited from your account on 23rd November 2023. If you would like to pay the balance using an alternative method or are booking for multiple parties, please ensure that these details are updated prior to 23rd November 2023 as the card details held against the reservation will be automatically charged for the full balance of all reservations in your party. For cancellations made between 1st December and the 12th December, 50% of the package cost will be retained, and for cancellation on or after 12th December, the total cost of the package will be retained.

Upgrades: Room upgrades are available for all residential packages (subject to availability) at the following cost:

Executive Room (partial sea view):  £10 per room per night

Premium Sea View: £30 per room per night

Standard Sea View: £15 per room per night

Premium Sea View with Balcony: £40 per room per night

Sea View with Balcony: £20 per room per night

Junior Suite: £100 per room per night

Family Sea View with Balcony: £20 per room per night

Luxury Suite: £220 per room per night

No refunds of monies paid will be made for cancellation or decreases in the number of guest attending Dining Packages, Parties and Events. Monies paid for non-arrivals are forfeited and cannot be transferred to cover food, drinks or overnight accommodation for other members of the party.

Some of our dishes may contain ingredients which could cause an allergic reaction. Guests are advised to check beforehand so   that alternative ingredients or dishes can be provided and make themselves known to our team prior to dining. Any food allergy and dietary requirements must be stated upon booking otherwise we cannot guarantee that your dining requirements will be met.

Should The Cliff Hotel & Spa be unable to fulfil the service booked, your pre-payment will be available to use against another reservation within the following 6 months or a hotel gift voucher to the value of the payments made will be issued.

The hotel reserves the right to amend its packages and prices at any time before booking. Bookings are subject to availability and prices quoted at the time of booking, include Value Added Tax (VAT) at the prevailing rate.

The hotel reserves the right to alter, amend or cancel the contents of an event or package for any reason, for example if there is a shortfall in the minimum numbers required to operate a programme. In such circumstances you may choose at your sole discretion an alternative date and/or venue, subject to availability, or obtain a full refund.

These terms and conditions are deemed to incorporate The Cliff Hotel & Spa’s general terms of business.

Local licensing authority regulations apply.

We encourage all guests to take out the appropriate travel insurance in order to cover any losses that may arise in the case of cancellation or non-attendance.

Arrival:

To make the most of your visit we suggest that you arrive at least 20 minutes before your treatment time to give you time to relax and to complete the necessary consultation forms and review dining options.

Treatment times start when you are called by your therapist. Arriving late or not responding when you are called may potentially cause your treatment to be shortened and you will still be charged the same price.

Hotel Residents:

Unless otherwise stated, overnight hotel accommodation at The Cliff Hotel & Spa includes a complimentary hour’s use of our spa facilities during your stay (between 15:00 on your day of arrival and 10:30 on your day of departure). Accommodation reservations in Holiday Houses do not include use of our spa facilities.

Should you wish to use The Cliff Spa facilities during your stay we strongly recommend advance booking for both treatments and spa use prior to arrival.

We are committed to maintaining the tranquil ambience of the spa and, as we have a limited capacity, we are unable to guarantee availability, especially during busy times and reserve the right to turn away guests if the spa is full to capacity.

If you make a booking and are unable to attend, please cancel to allow others a chance to book.

No refunds, reductions or transfers will be made for failure to use the facilities during your stay.

Please be aware that opening hours are limited for children aged under 16 years to 8am – 10am daily.

Hotel Residents are required to sign in and out of the spa, agreeing to house rules and safety guidance.

Reservations

We advise you to book well in advance to avoid disappointment. In order to secure a reservation, whether use of the facilities, treatment or package, we do require a deposit at the time of booking.

All bookings are subject to availability and all appointments include time for changing before and after the treatment and a short consultation to ensure we can tailor the treatment specifically to your needs.

We aim to provide a peaceful setting for all spa guests and, as we have a limited capacity, are unable to welcome large groups.

Our treatments are only available for persons aged 16 years and above.

Any changes to treatments must be made a minimum of 24 hours prior to the treatment time.

Please make us aware of any health concerns or allergies to products and any dietary requirements and food allergies at the time of booking.

Upon booking, we will need the following information:

  • Names of all those attending the spa day
  • Non-refundable deposit or Voucher Number if applicable
  • Contact telephone number
  • Email address
  • Medical conditions or surgery in the last six months if applicable
  • Pregnancy if applicable

Medical Conditions

A consultation form must be completed; treatments will not be performed without receipt of a completed form.

If you have any medical conditions or have had surgery in the last six months, please notify the Spa when booking.

Please make us fully aware of your pregnancy and how may weeks along you are when booking.  Some of our treatments are unsuitable for guests that are under 12 weeks pregnant and we reserve the right to refuse or alter treatments, without compensation, accordingly.

All treatments booked are subject to medical status.

Users are advised not to undertake any physical activity for which they may be medically unfit and are advised to read the guidance notices outlining how to use each area safely.

If you fail to notify us of any health conditions prior to your visit, we reserve the right to refuse or alter treatments, without compensation, accordingly. We may also request to view a doctor’s letter prior to entering the spa or treatment.

What to bring and what to wear:

Swimwear is mandatory in all poolside facilities and spa area. If your swimwear is dry then you can wear swimwear during treatments. If not, dry disposable underwear is provided or you can change back into your own underwear.  During some of the treatments disposable underwear must be worn.

Suitable footwear such as flip flops for the spa area and changing rooms is optional. Hotel slippers are not suitable to wear in the spa area.  No outdoor footwear can be worn in the spa area.

We suggest that you leave all jewellery and valuables either at home, your hotel room or in a locker as you will be asked to remove these before treatments.

Complimentary usage of a towel and a robe is included in all treatments and packages.  For facility use only, a towel is complimentary, robes are available at a £2 charge.

A £1 coin is required to operate our lockers.  Missing or broken locker keys will incur a £10 fee.

Changing Facilities:

Our spa is gender neutral, there are no separate male and female areas. We do however have dedicated male and female changing rooms, toilets and showers.

There are lockers to store your clothes and personal belongings. The Cliff Hotel & Spa will not accept responsibility for the safety of belongings, whether placed in a locker or not.

Despite regular checks and ‘squeegeeing’ of the floors, due to constant use there may be some traces of water on the floors causing them to be slippery so please take extra care.

Etiquette:

Please respect fellow guests and the serenity of our spa by refraining from talking loudly or shouting while in the spa.

Please limit your time in any of the thermal suites (sauna, steam room, hot tub, loungers) to a maximum of 15 minutes.

Towels and robes are to be hung on hooks provided and will be removed if left on loungers, tables or chairs.

Bags and personal belongings are not recommended poolside and may be removed if left unattended.

Mobile phones and other electronic devices are to be kept on silent at all times and only used for reading purposes.

No photography or videography is permitted in any area of The Cliff Spa and guests doing so will be required to immediately leave the facilities (without compensation).

CCTV is in operation in certain public areas of the spa.

Smoking, Liquids & Alcohol:

The Cliff Hotel Spa is a non-smoking (including e-cigarettes) establishment.

We strongly recommend that you drink plenty of fluids during your visit to the spa. Water fountains can be found in the Spa area and outside the Gym.

We advise against the consumption of drugs or alcohol prior to and during your visit to the spa and any guest under the influence of drugs or alcohol will be refused entry with no reimbursement.

No glassware is to be brought into the spa.

Children:

Children under 16 years old may only use the spa from 8am—10am daily.

Children under the age of 16 years may not use the gym.

All children under the age of 18 years must be accompanied by an adult (1 adult to 2 children.)  Children aged 16 – 18 years can use the spa and gym facilities throughout the day with parental supervision (1 adult per 2 children).

Adults accompanying children are advised that they are responsible for their supervision, conduct and welfare at all times whilst at The Cliff Spa.

We are unable to perform treatments on children aged under 16 years old.

Weekends:

Please note, for pricing purposes, weekend days are Fridays, Saturdays, Sundays and Bank Holidays.

Vouchers:

General Vouchers for The Cliff Spa are valid for 12 months from the date of purchase. Promotional Gift Vouchers are valid for specific periods dependent on the individual promotion. We cannot accept vouchers beyond their expiry date.

You must have the voucher with you for redemption. Please notify us upon booking that you have a voucher giving the value and voucher number which will be checked on arrival.

To avoid unexpected additional charges please check whether your voucher is specifically valid for Weekday or Weekend use before booking. If in doubt please contact the spa reception.

Payments & Cancellations:

Upon booking, a non-refundable deposit amounting to the full cost of the treatments or packages booked will be taken. We are unable to make a booking or reserve days or times without this prepayment.

Should you be required to cancel for any reason at any point between the time of booking and 24 hours prior to the start time of your treatments, The Cliff Spa will transfer the value of your deposit to a future booking within the next 6 months.

In the case of cancellations made less than 24 hours prior to the start time of your treatment, the full deposit will be retained by the spa and will not be refunded or transferred under any circumstances.

Should you require any clarification, please contact our team at your earliest convenience.

Please note we reserve the right to raise prices or modify treatments without notice. All information correct at time of issue.

Should The Cliff Hotel & Spa be unable to fulfil the service booked, a hotel gift voucher to the value of payments made or an alternative date will be offered for the service.

These terms and conditions are deemed to incorporate The Cliff Hotel & Spa’s general terms of business.

Weddings, Meetings & Events Terms & Conditions

Making a Reservation:

You can make a reservation for a wedding, meeting or event (“the Event“) by returning to The Cliff Hotel & Spa (“we, us, our”) the Weddings, Meetings & Events Terms & Conditions (“the Terms & Conditions”) signed by an authorised signatory and paying the agreed non-refundable, non-transferable administration and booking fee (“the Deposit”).  Please note that by returning the signed Terms & Conditions to us along with paying your Deposit you are entering into a valid and binding contract with us (“the Contract”) based on the terms and conditions set out herein along with the specific details as determined on your Event Sheet.

Further payment instalments may be required at specific intervals before your Event as determined in your Event Sheet. Subject to Clause 4, all payments made under the Terms & Conditions (including the Deposit) are non-refundable and non-transferable in their entirety.

Bookings will be treated as provisional until the agreed Deposit has been paid, along with the return of the signed Terms & Conditions. If the signed Terms & Conditions are not received The Cliff Hotel & Spa reserves the right to cancel the Event even if payments have been made.

The Cliff Hotel & Spa reserves the right to set a minimum charge for Events.

Specifics of your booking will be set out in the Event Sheet for your ease of consideration.   Any special arrangements/requests must be referred to your Event Coordinator and included in the Event Sheet. The ownness is on you to highlight any inaccuracies or omissions within this Event Sheet.

You agree to begin and end your Event at the scheduled times as stated on the Event Sheet.  We reserve the right to charge and you agree to reimburse us for any additional expenses incurred by us due to you using the designated space outside the scheduled time.

If you are making a reservation on behalf of somebody else you will need to confirm to us that you have the authority of that person or organisation to make that booking on their behalf. We will have no obligation to check the validity of that authority to enter the Contract.

We will take all reasonable steps to fulfil the reservation to the best of our ability and in accordance with the details provided in the Event Sheet. However, we reserve the right to provide alternative services (which shall as far as reasonably possible be to a standard equivalent to those as set out on the Event Sheet) at no additional costs to you.

Payment:

All prices charged to you are inclusive of VAT and other taxes. A proforma invoice can be issued but a detailed VAT Receipt is not available until full payment is received.

All payments must be made in accordance with the Terms & Conditions including Deposits, any Payment Instalments and Full Payment as determined in your Event Sheet.

If for any reason you fail to pay any sums due, we reserve the right to deem such non-payment as a cancellation and you will incur a cancellation charge subject to Clause 4.

Payment can be made via electronic payment links or in person at the Hotel Reception.  We do not provide our bank details in writing.  Should you wish to pay via Bank Transfer contact your Event Coordinator directly on 01239 613241 for the necessary details.  We accept most credit cards, but if you wish to make use of our credit facilities, then please contact us at least 14 days before any payments are due.  Overdue amounts shall accrue interest from the due date until the date of actual payment at 1.5% per month.

Please be aware that subject to Clause 3, no refunds will be given and monies paid cannot be transferred to cover additional food, drinks, accommodation or any other goods or services provided by the hotel.

Changes to Numbers and Timings:

You are required to provide us with an estimate of the number of people attending the Event at the time of booking. We will then set out on the Event Sheet and will inform you of the Minimum Number (i.e. the minimum number for any price per head booking which will be 10% less than the estimated number). You can make changes to the numbers attending provided that you give us adequate notice as determined by your Event Coordinator.  However, please note that if the numbers attending fall below the Minimum Number you will be liable to us for the cost of the Event at the cost per head based on that Minimum Number regardless of the actual numbers attending. If you fall under the minimum spend requirement due to a drop in numbers we are not obliged to allow additional items or upgrades to your agreed package.

In the event that you have additional guests, we will do our best to seamlessly accommodate. Please note however that necessary alterations might incur. The price for the Event will also be increased accordingly.

Approximate timings for your Event are to be provided at the time of booking. Changes and extensions to these timings may not always be possible and may incur further charges.

Cancellations or Postponements by You:

A cancellation or postponement by you of the Event could result in a considerable loss for the hotel. That is why we have set up the following cancellation policy (“the Cancellation Policy):

If you cancel or postpone :                                                                          Your cancellation charge will be:

At any time before 52 weeks                                                                         The Deposit paid

Between 52 and 26 weeks (inclusive) before the Event date                       25% of the full cost of the Event and the Deposit

Between 25 and 8 weeks (inclusive) before the Event date                        50% of the full cost of the Event and the Deposit

Between 7 and 5 weeks (inclusive) before the Event date                         75% of the full cost of the Event and the Deposit

Less than 4 weeks before the scheduled Event date                                 100% of the full cost of the Event Including the Deposit                    

(“Late Cancellation”)                                                                                           

There will be a deemed cancellation if for any reason you do not arrive at the hotel for the Event even if this is a reason outside of your control, for example, adverse weather conditions, traffic delays, illness (this list is not exhaustive). In such a situation this will be treated as a Late Cancellation and 100% of the full cost of the Event including the Deposit will be due and payable to us. We strongly advise that you consider Event Insurance Cover.

Please note that your cancellation or postponement must be in writing and sent to your Event Coordinator and shall be effective from the date received.

Cancellations or Postponements by Us:

Sometimes we are forced to cancel or postpone events, through no fault of Our own. Should The Cliff Hotel & Spa be unable to fulfil the service booked, we will immediately offer you a selection of dates to transfer your booking or you can receive a hotel gift voucher to the value of payments made. Should neither of these options be suitable to yourselves at the time of the cancellation a full refund of the value paid will be issued instead.

Accommodation:

Subject to guest numbers and/or if loud music will be a part of your evening Event, a discount of 10% will be available on 10 rooms for your Event Guests. These 10 rooms are located directly above the Ballroom and will be offered to your guests when they call to book directly with the reservations team.

At the time of confirming your Event, 20 bedrooms will automatically be held for that night unless you request otherwise. Please bear in mind, that we do not automatically reserve rooms for the nights before or after your Event nor do we guarantee availability. Additional rooms can be requested directly with the reservations team and will be held, subject to availability.

Please contact our Reservations Department directly on 01239 613241 to make accommodation reservations. A deposit to the value of the first night’s stay for each bedroom reservation is required upon booking. Other than the 10 rooms located directly above the Ballroom, any un-confirmed bedroom reservations will be released no later than 8 weeks prior to the Event or earlier if there is high demand for accommodation on that particular date. Your Event Coordinator will contact you beforehand to make you aware if any rooms need to be released earlier.

Please refer to the Hotel’s General Terms & Conditions for further information.

Equipment and Effects:

Some equipment required for your Event may be provided by the Hotel as determined in the Event Sheet. With prior approval from us you may also bring your own equipment into the hotel provided that it is not dangerous, hazardous or illegal, and that you accept all liability for such equipment.

Any such equipment left following your Event may be moved by us and stored for collection before 11am the following day but we take no responsibility for their safety or security.  Please be advised that any items left in the hotel after this time will only be kept for 7 days.

It is not permitted to bring food or beverages into the hotel, unless you have our prior consent. Where permission is given, a corkage fee or service charge may apply.

In the event that you wish to set up an exhibition at the hotel, advanced details of your plans and materials are required to ensure that we have sufficient space.

We are unable to guarantee that all of the many facilities at the Hotel will be available for use during your Event.

Who’s liable in case something goes wrong?

Nothing in these Terms & Conditions shall limit or restrict our liability for death or personal injury caused as a result of our negligence nor do we restrict our liability for fraudulent misrepresentation.

Under no circumstances whatsoever shall we be liable for losses special to your particular circumstances, indirect or consequential loss or loss of profit or wasted expenditure.

You shall be liable to us for any damage caused by you or any persons attending your Event to any of the hotel property whatsoever. Where applicable, any sub-contractors hired by the organiser e.g. band, dj to provide a copy in advance of the event of their Public & Employers’ Liability Insurance.

You shall indemnify us against all losses, actions, costs, claims, damages, demands, expenses and liabilities whatsoever which we may incur either in respect of personal injury to or the death of any person or in respect of any loss or destruction or damage to property (other than as a result of any negligence or default by us or of any person for whom we are responsible) which shall have occurred as a result of your use of any of the services or facilities provided by us under this Contract or which shall otherwise be attributable to the acts or omissions of you or as a result of any breach of these Conditions by you.

Acknowledgement and Agreement to Our Terms & Conditions:

Whilst we still expect our Terms & Conditions to be signed and returned to us within two weeks of receiving our booking confirmation email, the receipt of your deposit constitutes acceptance of our full terms and conditions.

Information:

All information in our hotel brochures and on our website are correct at the time of publishing and is subject to change without prior notice. All arrangements are subject to availability.

Parking:

Car parking is complimentary at The Cliff Hotel & Spa, on a first come first served basis. We do not accept liability for the loss or damage to any vehicle or contents of vehicle parked in our car park. Owners park vehicles at own risk.

Any wedding cars or speciality vehicles must pre-arranged with your Event Coordinator otherwise access and parking cannot be guaranteed.

Children:

Children 11 years old or under can be served half portions or select food from the children’s menu provided by your Event Coordinator. Children will be catered for at a 50% reduction of the adult price or to a value agreed upon by your Event Coordinator.

Social Media:

The Cliff Hotel & Spa recognises that social interaction on the internet is an important and integral part of society.  However inappropriate use of social media can pose serious business and personal risks.

We require all guests to respect privacy and confidentiality. Do not post any information, including photographs of The Cliff Hotel & Spa’s staff, guests, clients, business partners, suppliers, vendors or other stakeholders without their written permission or in breach of these terms and conditions.

You may not use The Cliff Hotel & Spa’s logos, brand names, slogans or other trademarks or post any confidential or proprietary information without prior written permission.

It is prohibited to use social media in any way that:

  • breaches obligations of confidentiality towards The Cliff Hotel & Spa or to any third party or which causes The Cliff Hotel & Spa to breach duties of confidence owed to any third party
  • breaches the right of any staff member or third party to privacy, data protection and confidentiality or which amounts to bullying or harassment
  • is offensive, insulting, discriminatory or obscene or is likely to either directly or indirectly damage the reputation of The Cliff Hotel & Spa, its associated companies and staff.
  • infringes the intellectual property rights of any other person or entity
  • breaches or causes The Cliff Hotel & Spa to breach any law or the rules or guidelines of any regulatory authority relevant to the business
  • breaches data protection rules

Individuals are personally responsible and may be legally liable for what they communicate on social media; personal accounts do not represent the views of The Cliff Hotel & Spa.

The Cliff Hotel & Spa cannot publish any content given to us by you without written consent from the photographer or videographer.

Miscellaneous:

No variation of these Terms & Conditions shall be effective unless in writing and signed on behalf of both parties.

All quotations, bookings, orders and Contracts are accepted by us subject to these Terms & Conditions which shall override any terms, conditions or warranties stipulated, incorporated or referred to by you in any negotiations or correspondence elsewhere.

These Terms & Conditions shall be interpreted in accordance with English law. You shall not be entitled to withhold payment of any invoice by reason of any right of set off or counterclaim which you may have or allege to have for any reason whatsoever.

You may not assign or in any way dispose of your rights or obligations under these Terms & Conditions without our prior written consent. We shall be free to assign or otherwise dispose of our rights under these Terms & Conditions and shall be free to sub-contract any of our obligations. Any term of these Terms & Conditions, which may be void or unenforceable shall to the extent of such invalidity be severable and shall not affect the other provisions. Failure by either party to enforce any of these Terms & Conditions shall not be construed as a waiver of such Terms & Conditions.

Except as otherwise provided in these Terms & Conditions, any person who is not a party to the Contract shall have no rights pursuant to the Contract (Rights of Third Parties) Act 1999 to enforce any terms of these Terms & Conditions or the Contract. Any right or remedy of a third party that exists or is available apart from the Act is not affected.

These Terms & Conditions are deemed to incorporate The Cliff Hotel & Spa’s general terms of business.