Booking Terms and Conditions

1. Introduction

These Terms and Conditions apply to room bookings you make with us, whether online, via the telephone or in person at one of our inns.

We will make these Terms and Conditions available to you as follows, during the booking process:

• for online bookings, you will be asked to accept these Terms and Conditions, which will be displayed or linked to on our website before you submit your booking request; and
• for telephone and in person bookings, we will refer you to the online copy of these Terms and Conditions and ask for your verbal confirmation of acceptance (which will be recorded using our call recording system).

In each case, please read these Terms and Conditions and our Code of Conduct carefully before you make a booking request, as they form a legally binding contract between you and us.

If you book your stay via a third-party travel agent or a third-party booking platform not controlled by us, different terms and conditions might apply to your booking either instead of or in addition to these Terms and Conditions. You should consult the third party you have booked with in that instance. Our Code of Conduct will however still apply with respect to these bookings.

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.

2. Booking process

Our acceptance of your booking will take place when we email you (or otherwise write to you) to accept it, at which point a contract will come into existence between you and us.

A contract between you and us will come into force only when we accept your booking request. We will do so:

• for online bookings, when we send you an email accepting the booking; and
• for telephone and in person bookings, when we verbally accept the booking (in which case we will email you a booking confirmation following acceptance).

Please be aware that we record our telephone calls. Personal data collected during the call is treated as outlined in our Privacy Policy.

Our acceptance may be conditional upon you providing credit or debit card details and us making pre-authorisation of payment (also called an authorisation hold). This is temporary hold placed on a specific amount of the available balance on a credit or debit card to verify that the card is valid and has sufficient funds to cover a future transaction.

If we are unable to accept your booking, we will inform you of this, and we will not charge you.

There are range of circumstances in which we might be unable to accept a booking request – for example, because the room you have tried to book is not available or, because we have identified an error in the price or description of the room you have tried to book.

When we accept a booking, we will assign a booking number and provide this to you. It will help us if you can tell us the booking number whenever you contact us.

3. Booking 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).

You must provide us with credit or debit card details to secure your reservation. The card details you provide us must be valid until the intended date of your booking. If you fail to provide us with valid card details, or it later comes to our attention that the card has lapsed, we reserve the right to cancel your booking immediately without liability to you. We accept Visa, MasterCard or American Express card types.

Whilst we may, where appropriate, try to comply with any special request you submit during the booking process or later, we cannot guarantee that we will be able to fulfil any special request, and we will not breach this agreement if we do not fulfil your special request.

Your booking is personal to you, and you cannot transfer it or re-sell it to any other person. We reserve the right to cancel your booking without compensation to you if the named lead guest is not present at check in (or if you cannot produce identification to prove you are the lead guest named during the booking process).

Any booking which relates to 5 or more rooms will be considered a “group booking” for the purpose of these Terms and Conditions.

4. Our inns

Photographs of rooms on our website or in our advertising material are intended to give you a general idea of the style and layout of the room only. We do not guarantee that the room you are allocated will match any pictures you may have seen.

Not all our venues offer car parking, and where we do offer car parking, we do not guarantee space will be available, and we may charge additionally for use of the car park. Please consult our website for more details on car parking.

5. Price and payment

We operate a dynamic pricing model which means that the price of our rooms varies based on the time of year, day, and demand for rooms at our venues. The price for your booking will be the price we communicated to you during the booking process, which will be confirmed in our acceptance of your booking.

Room prices are per room, per night.

Room prices do not, unless stated otherwise, include breakfast. All meals, drinks and other extras must be purchased and paid for separately.

Prices are stated inclusive of applicable VAT at the current rate.

You must pay for your booking in accordance the following table:

If you have provided credit or debit card details, during a booking process (including a group booking), we may charge that card for the balance at any time on or after the date when the balance becomes due. If you have not provided credit or debit card details, it is your responsibility to contact us to arrange payment of the balance by no later than the date and time stated in the table above.

6. Your cancellation rights

Your cancellation rights will depend on the rate you have booked, and whether you have a group or a regular booking. Cancellation deadlines are set out in the table below:

If you:

• try to cancel a booking that is not cancellable;
• try to cancel a booking after the applicable deadline; or
• do not arrive for your booking,

you will still be charged the full price for your booking (including any meals or extras added to your booking during the booking process). This charge is to compensate us for the cancellation and is not a charge for any service.

We recommend that you take out insurance which will cover you in the event that you need to cancel your booking in circumstances where we do not offer a refund. We also recommend that you have insurance against the loss or damage of your baggage or possessions during your stay.

For the avoidance of doubt, you are not entitled to cancel or withdraw from your booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

7. How to cancel

You may request the cancellation of your booking by calling our reservation number during opening hours and informing our staff that you wish to cancel and providing all the relevant details they request about your booking.

Contact information is on our Company Details page.

We may from time to time offer other cancellation mechanisms.

8. Requesting alterations

Any request to add rooms or to add nights to an existing booking will constitute a new, separate booking request.

Any request to remove rooms or nights from an existing booking will be treated as a partial cancellation, and the rules and timescales above on whether cancellation is available will apply to any such request.

Invoice details cannot be amended after checkout. If you require a VAT invoice for your stay following the departure date, then please ensure that you amend prior to the arrival date or upon check-in.

9. Our cancellation rights

We may cancel your booking (even after it has started) with immediate effect, by giving you written notice if:

• you do not pay us when you are meant to;
• you break the terms of any contract between us (which includes these Terms and Conditions and our Code of Conduct) in some other way;
• we reasonably anticipate that you might break the contract between us if the booking proceeds (including where you have broken a contract between us in relation to another booking previously); and/or
• we reasonably conclude that you and other people you know have made multiple separate bookings which should fairly be regarded as a group booking under these Terms and Conditions.

If we cancel your booking on one of the circumstances set out above, we will be entitled to charge you the full price for your booking (or to keep any payment you have already made) as compensation to us for the cancellation, and such charges will not deemed to be charges for services. We also reserve our other legal rights in respect of your breach of contract.

We may also cancel your booking if events outside our control mean that we cannot safely and properly make your room available to you. In that instance, we will try to give you notice in writing as soon as we practically can. The circumstances where we might rely on this right include (but are not limited to) change in law or government guidance in relation to hotel bookings, industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation. If we need to cancel due to events outside our control, we will refund you any money you have paid for your booking and will not make any further charges. Except for refunds, we will not be liable or responsible for any failure to perform, or any delay in the performance of any of our obligations to you that is caused by an event outside of our control.

We may end the contract if the hotel is closed. If the venue you have booked closes or becomes unusable:

• in circumstances we did not plan or foresee (for example if there is extensive damage to the venue or the area around it), we can either end the contract immediately by giving you notice and give you a full refund within a reasonable period, or we can move you to a nearby hotel of the same or higher standard for the same price. We will be entitled to decide which of these options is used; or
• because of our business or operational decisions (such as carrying out a refurbishment), we can either end the contract by giving you notice in writing a reasonable period before your booking commences and give you a full refund within a reasonable period or move you to a nearby hotel of the same or higher standard for the same price. We will be entitled to decide which of these options is used.

10. Room occupancy

You must state how many guests will stay. You are required to state the number of guests who will be staying in each room when submitting a booking request. You may not later increase the number of guests allocated to a booking unless we agree.

In addition, you must not exceed the maximum occupancy of the room allocated to you. We reserve the right to check room occupancy during your stay.

12. Room changes

We reserve the right to change the room allocated to you at check-in for a room of an equivalent standard or a higher standard.

We may require you to move to another room of equivalent or higher standard at any point during your stay for any reason, and we will not provide compensation for such moves.

13. Arrival and departure

You may check in from 3pm on the first day of your booking. If you intend to arrive for check in after 10pm, you should tell us about this. If you fail to do so, we will be entitled to treat your booking as having been cancelled by you at 10pm on the first day of your booking.

Unless we specify otherwise in relation to a particular inn (whether on our website or at the inn itself):

• all rooms must be vacated (and room keys returned to us) by no later than 10:30am on the day your booking ends.
• If you fail to vacate the room on time, we may charge you a late check-out fee (as specified on our website); and
• if you have still not vacated the room by 11:30am on the day your booking ends, we will be entitled to charge you for an additional night’s accommodation at our flexible rates for the room in question.

14. Identification

We are entitled to ask all guests to produce identification documents to prove their identity, nationality and age, and may refuse to allow check in if suitable identification is not presented for verification at the check-in. Acceptable forms of identification include a passport, driving licence, or any other document that our staff might decide is acceptable in the circumstances (acting reasonably).

Guests who are not UK citizens may be required to complete a registration form and provide their passport to us.

In compliance with the Immigration (Hotel Records) Order 1972, guests who are not British, Irish, or Commonwealth nationals are required to provide passport details (number and place of issue) for our guest register. We may need to examine your passport to verify and record these details.

15. Damage to premises

If you or any member of your group damages our premises or property or takes any of our property from an inn when leaving, you – as the lead guest on the booking – will be responsible for compensating us for the damage or loss.

16. Limitations and exclusions of liability

Nothing in these Terms and Conditions will:

• limit or exclude any liability for death or personal injury resulting from negligence;
• limit or exclude any liability for fraud or fraudulent misrepresentation;
• limit any liabilities in any way that is not permitted under applicable law; or
• exclude any liabilities that may not be excluded under applicable law.

Subject to the foregoing, the limitations and exclusions of liability set out in these Terms and Conditions govern all liabilities arising under these Terms and Conditions or relating to the use of our website, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.

We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control, including events affecting our hospitality services.

We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

We will not be liable to you in respect of any loss or corruption of any data, database or software.

We will not be liable to you in respect of any special, indirect or consequential loss or damage.

We will not be liable to you in respect of any unavailability of our booking systems.

We are not responsible for or liable in respect of any online travel agent or third party booking system or platform (including in respect of any negligence of any online travel agent and any unavailability of or defects in any third party booking system or platform).

Our liability to you with respect to any booking or contract for a booking is limited to the cost of the booking.

Any liability we owe to you, in circumstances where the Hotel Proprietors Act 1956 applies, shall be limited to the maximum prescribed under that Act. In all other cases, our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price for your booking.

17. Personal data

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

Like many websites, our website uses technology called cookies and web server logs to collect information about how the website is used and how to improve them. Further details are set out in our Cookie Policy.

18. General

Your statutory consumer rights are not affected by these Terms and Conditions.

We process your personal data we collect in relation to bookings in accordance with our Privacy Policy and applicable data protection laws.

We may revise these Terms and Conditions as published on our website from time to time. The revised Terms and Conditions shall apply to gift vouchers purchased after the date of publication of the revised Terms and Conditions on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of these Terms and Conditions.

We may transfer any contract made under these Terms and Conditions to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Each of the sections of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.

This contract is between you and us. No other person shall have any rights to enforce any of its terms, and the exercise of our or your rights under this contract is not subject to the consent of any third party.

These Terms and Conditions, along with our Code of Conduct, constitute the entire agreement between you and us in relation to the subject matter hereof, and supersede all previous agreements between you and us in relation to your use of our website.

These Terms and Conditions are governed by and should be construed in accordance with English law. Any disputes relating to these Terms and Conditions are subject to the exclusive jurisdiction of the courts of England, providing that, if you are a consumer, you may also bring proceedings in the courts of the country where you live.

Last updated: 17 July 2025