Code of Conduct

Guidelines to help ensure all our guests have a pleasant and safe stay

  1. Welcome

We’re delighted to host you and are committed to ensuring every guest enjoys an exceptional experience. This Code of Conduct helps us maintain the high standards that make our inns special for everyone – guests, staff, and our local communities.

This Code of Conduct forms part of our Booking Terms and Conditions. Please read this Code of Conduct carefully.

  • If you make a booking, you must agree to and comply with the standards set out in this Code of Conduct; and you must ensure that all guests under your booking agree to and comply with these standards.
  • If you are a guest under a booking made by another person, you must comply with the standards set out in this Code of Conduct.

Our company’s legal name is Inn Collection Trading Limited. You can find more details of our company, along with contact information and information about how to make a complaint, on our Company Details page.

We will only use your personal information as set out in our Privacy Policy.

  1. Our shared values

At The Inn Collection Group, we believe in:

  • Respect – for all guests, staff, and our venues.
  • Safety – creating secure environments for everyone.
  • Excellence – delivering outstanding hospitality experiences.
  • Community – being positive contributors to our surroundings.
  1. Age-related conditions

You must be at least 18 years old to make a booking with us (or to stay with us, unless accompanied by someone over the age of 18).

Persons under 16 years old staying in our inns must be accompanied by a parent or a legal guardian.

  1. Respectful interactions

We strive to create a welcoming atmosphere, where everyone feels comfortable and valued.

We ask all guests to communicate respectfully with staff and fellow guests and to show consideration for other guests and staff at the venue;

Guests must not use abusive or foul language or behave in any way that is or may reasonably be perceived as violent or threatening or sexually harassing to any other customer or guest, or to any of our staff. This also applies to telephone conversations and written communications, including emails.

Please be aware that we may record our telephone conversations. If you are concerned about how the personal data collected during the telephone conversation may be used – please refer to our Privacy Policy.

  1. Safety, privacy and wellbeing

For everyone’s safety and privacy, please access only your allocated room and designated public areas (including entrances, bar areas and beer gardens, parking areas, and toilets).

Guests must allow our housekeeping team access to your room upon request and cooperate with staff when access is required for maintenance or safety purposes.

To ensure everyone’s safety and comfort, please:

  • maintain awareness of fire safety equipment and emergency procedures and in case of emergency follow the displayed instructions and advice of our staff;
  • use only approved electrical equipment that won’t trigger fire alarms or cause damage;
  • report any safety concerns immediately to our staff;
  • do not smoke or vape on our premises; and
  • be aware of our CCTV always being in operation.
  1. Photography and technology

You must not photograph or film other guests or staff in the hotel without their consent.

Use our Wi-Fi responsibly, respecting bandwidth for all guests, and in accordance with any applicable Wi-Fi terms and conditions we make available to you.

When using your personal devices:

  • keep your device volumes at considerate levels;
  • ensure your personal devices don’t interfere with venue operations.
  1. Prohibited items and substances

For everyone’s safety and legal compliance:

  • illegal drugs are strictly prohibited throughout our premises;
  • excessive intoxication that affects other guests or staff is not permitted;
  • dangerous items or substances that could damage property or create hazards for people and environment are not allowed.
  1. Noise and disturbance

We maintain peaceful environments by asking our guests to keep noise levels considerate of other guests, especially during evening hours.

Please avoid activities that create excessive odours or disturbances.

  1. Property care

Please help us maintain our high standards by:

  • treating all our property with care;
  • reporting any accidental damage immediately; and
  • not removing venue property from premises.
  1. Pets

You are permitted to bring official assistance dogs and other well-behaved dogs to our venues.

Where you want to bring a dog into your room, you will need to tell us in advance and there will be an additional charge per dog.

  1. Breaches of this Code of Conduct

We believe in fair, graduated responses to ensure everyone’s safe and enjoyable experience with us.

For minor violations of this Code of Conduct, we will in the first instance issue a friendly reminder and guidance from our team. If we continue to have concerns, we will issue a written notice with specific expectations.

For significant breaches affecting general, our staff safety or other guests’ safety and wellbeing, we may implement the following:

  • in case of smoking violations: £100 cleaning and restoration fee;
  • property damage: full cost recovery plus £50 administrative fee;
  • immediate booking termination with no refund for serious safety or behavioural violations;
  • venue access restriction including cancellation of key cards;
  • premises removal requirement, including parking areas; and/or
  • future booking prohibition across all our inns.

Items left after the penalty ejection will be held for 7 days before disposal, with collection fees applying.

If you have concerns about any of our regulations or enforcement action – please contact us. Contact information is on our Company Details page.

Last updated: 17 July 2025