(Last updated: November 2024)
The following Terms apply to all Bookings made on this website. We kindly ask that you take a moment to read them prior to making a Booking. If you are making a Booking on behalf of any other persons, it is your responsibility that they comply with these Terms.
The Company enters into this Contract as principal for Hotels owned within the Clermont Hotel Group and as agent for Hotels owned by independent third parties. In these Terms the following definitions apply:
“Company”, “us” or “we” means Clermont Hotel Management Limited (company no SC046004) whose registered office is at c/o Womble Bond Dickinson (UK) LLP, 2 Semple Street, Edinburgh, Scotland, EH3 8BL.
“Booking” means the booking for accommodation, functions and/or any other services or items made with us.
“Contract” means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking.
“Hotel” means the premises for which your Booking is made.
“Terms” means these terms and conditions.
“Websites” means www.guoman.com, www.clermonthotel.group, www.theclermont.co.uk, www.thistle.com, www.royalhorseguardshotel.com or any other website owned or operated by us relating to a Hotel from time to time.
“VAT” means value added tax.
You must be at least 18 years old to make a Booking. All Bookings are subject to these Terms. This Contract shall be the only agreement between you and us in relation to the Booking, and other verbal or written terms shall not be recognised.
Please check that the details of your Booking are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.
At the time of Booking or at check-in, we will take your credit/debit card details, and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of Booking in certain circumstances, which will be specified. No Booking shall be treated as confirmed until the details and any payment or deposit described in this paragraph have been provided.
The prices displayed on the Websites are an average per night per room until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Hotel.
The currency converter is provided for illustration purposes only. It is meant only as an approximate conversion tool and should not be relied upon for any other purposes. Currency exchange rates used rely on information published by third parties. We do not verify such information and cannot verify the accuracy of any conversion examples. The VAT breakdown shown is indicative based on the prevailing rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date.
Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request.
In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference, passport/identity card/driving licence and a valid credit or debit card. If guests are travelling from outside the UK, Ireland or any country in the Commonwealth we are also obliged by law to require guests to provide the number and place of issue of your passport/identity card and details of your next destination. These records will be kept for at least 12 months and may be disclosed as required by applicable law in connection with the prevention or investigation of crime. The information may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide it.
Unless otherwise stated on the booking confirmation, guests may check-in at any time from 3 p.m. on the scheduled day of arrival. Please note that during some of our busiest periods, there may be a wait at check-in. All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel. Any non-secured reservation will be held until 4.00 p.m. on the day of arrival at which time we will be entitled to re-let the room, unless the guest has notified the Hotel of a late arrival.
On the day of departure, we kindly ask all guests to vacate their rooms by 11 a.m. (unless a later departure is stated as part of your Booking). Failure to leave your room by this time may result in a late check-out charge of up to one night's additional accommodation. Late check-out after 11am can be requested subject to availability and, if agreed, will be charged at an hourly rate at the discretion of the Hotel.
Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company or the Hotel.
We accept the following methods of payment:
(a) credit cards: American Express, MasterCard/Diners International, Diners Club, JCB International Credit Card, Visa;
(b) debit cards: Visa/Delta, Visa/Electron and Maestro.
For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID and authorised in the presence of the card holder.
At the time of check-in, we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card.
During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. If the cost of those incidentals exceeds the authorisation taken on check-in, further authorisation will automatically be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect this.
The cancellation policy varies according to the rate that is booked. Please refer to the full rate description given at booking.
For rates marked as “Flexible Rate” - These are cancellable without charge up to 2.00 p.m. local time one day prior to arrival. Cancellation and non-arrival charges apply after the relevant time and will be charged to the credit/debit card supplied at the time of booking. We reserve the right to charge for one night’s accommodation per room booked if the above cancellation requirements are not met.
For rates marked “Advance Saver” and/or “Pre-pay and save” - We require full prepayment for the entire stay at the time of the Booking and this is non-refundable and the Booking non-changeable. Prepayment is charged to the credit/debit card supplied at the time of the Booking. Cancellation or non-arrival will result in the forfeiture of the prepayment.
Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund, but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.
Your booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave. Any such damage to the Hotel is deemed to be damage suffered by the Company.
Dependent on your individual needs a selection of specifically designed rooms is provided at our hotels. Please contact our Call Centre on 0871 9772323 to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.
Adult guests staying in a Hotel with a leisure club or gym may use these facilities during their stay provided that they comply with the applicable rules, a copy of which will be displayed or available at reception. Charges may apply for some facilities, please enquire at the Hotel for further details. For health and safety reasons persons under 16 are not permitted to use these facilities.
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 choice of Hotel, we would advise you to check directly with the Hotel in advance of arrival.
Where a Hotel has its own car park, there may be a charge and/or limited spaces available and space may not be available for the duration of your stay. Terms and conditions may also apply to car park use. Please contact the Hotel directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage however caused (save as may not be excluded or restricted by applicable law).
Please be aware that some of our Hotels may host weddings, events and parties. Please contact the Hotel directly in advance of your stay for further information.
Guests must not:
Notwithstanding the above, guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case, we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred and may remove your items from the room and Hotel, disposing of such items or donating them to a local charity (at no cost and no liability) to the extent such items are not collected within 7 days of removal.
Guests are not permitted to smoke in rooms or public areas. This includes the smoking of e-cigarettes.
Children under the age of 12 years of age can stay free of charge at any of our Hotels when sharing the existing bed(s) with a full-paying adult. All persons under 18 years of age staying at the Hotel must be accompanied and supervised by a responsible adult at all times. Restrictions apply to the number of children able to stay per adult, based on the room type booked. If the rate booked includes breakfast:
If the rate booked includes other meals, children may choose from the children’s menu where provided.
Cots and extra beds are available in most of our properties. However, these are limited and subject to availability. Additional charges shall apply and it may not be possible to accommodate extra beds in all room types. Please check at the time of booking.
Guide dogs are accepted with prior arrangement, and other dogs may be accepted at the Company’s discretion, but otherwise no pets are allowed at the Hotel.
Telephone calls may be recorded from time to time to help us improve the service we offer you.
All personal information stored and used by us is done so in accordance with our Privacy Policy and Cookie Policy, which are available on request or on https://www.thistle.com/cookie-policy and https://www.thistle.com/privacy-policy.
When you provide us with personal data about you and your Booking, including any special requests, you consent (on your behalf and on behalf of each member of your group) to us processing such data for the purposes of performing the Booking and providing the requested services to you (and your group).
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, fire, flood, earthquake, extreme adverse weather conditions, natural disasters, pandemics, epidemics, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
The Company will not be responsible for the loss or damage of any property left in or sent to the Hotel unless this has been expressly presented for custody in the Hotel’s safe (with a receipt provided) and only to the extent required under the Hotel Proprietors Act 1956 and the London Local Authorities Act 2004 (a copy of the notice under such acts is displayed in the reception of the Hotel) or any other applicable law.
The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.
These Terms will not confer any right on any third party pursuant to the Contracts (Rights of Third Parties) Act 1999 or otherwise other than in relation to the Hotel owner for the relevant Booking. By making a Booking you and your guests agree that these Terms are not enforceable against any party other than us, you and your guests.
The Contract and any non-contractual obligations arising in connection with it are governed by English law.
The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations.
Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts (on the grounds that the English courts are not a convenient forum or otherwise).
While all reasonable efforts have been taken to ensure the accuracy of information on the Websites, the Company does not accept responsibility for errors or omissions and reserves the right to amend, cancel or vary any of the arrangements featured on the Websites without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or hotel.
The Websites are operated by the Company. The content of the Websites 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 on the Websites 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.
Save where paragraph 13 (Guest Behaviour) applies, any items that have been left at the Hotel shall be kept for three (3) months. Any items that are not claimed within such period will be disposed of or donated to a local charity (at no cost and no liability).
In the unlikely event that you have a problem during your stay it must be brought to the attention of the Hotel’s management at the time to ensure that the Hotel has an opportunity to rectify the problem before departure. If you are not satisfied that the issue has been resolved fully all details should be submitted in writing within 7 days of departure to contact.us@thistle.com.
If any part of these Terms is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these Terms or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.
The currency converter is provided for illustration purposes only. It is meant only as an approximate conversion tool and should not be relied upon for any other purposes. Currency exchange rates used rely on information published by third parties. We do not verify such information and cannot verify the accuracy of any conversion examples. All rates are charged and payable in pounds sterling (GBP).
Whenever you make an advanced* room reservation directly with us, either through one of our websites, our UK Reservations team or with our hotels, we guarantee that you will receive the lowest rate possible.
If you find a lower publicly available rate for the equivalent stay on a competing website, prior to, or within 24 hours of booking, simply submit a Best Rate Guarantee Claim to us and we will honour that lower rate, with an extra 10% off!
Reserving on our sites is quick and easy and there are no hidden fees. If you have any questions, our customer service staff will be more than happy to provide assistance at contact.us@thistle.com.
For a claim to be valid it must satisfy the terms & conditions and be submitted in compliance with the claim processing procedures set out below.
If you find, and advise us of, a lower, publicly-available room rate for the same hotel, room and bed type, dates and number of guests and with the same rate conditions (see below), prior to, or within 24 hours after making an advanced* reservation directly with us, we will honour the competing rate.
*The Best Rate Guarantee is not applicable to reservations made within 24 hours of the scheduled arrival.
Only one Best Rate Guarantee reward will apply per stay.
In the event that the competing website displays the rate in a different currency from our direct channels, we will convert the competitor’s rate into pounds sterling (GBP). The currency exchange rate will be that used by us at the time of handling your claim. We reserve the right to deny a claim where the competitor’s rate appears lower due to the difference between the exchange rates used.
The Best Rate Guarantee does not apply to any rates from opaque providers including, but not limited to, Lastminute.com, Priceline.com and Hotwire.com. An opaque provider is any provider that prevents the buyer from identifying the hotel until after the buyer has made a reservation and guaranteed payment. A site is opaque if it does not divulge any of the following information before booking: (a) the name of the hotel, (b) the precise location of the hotel or (c) the identity or brand of the hotel.
The Best Rate Guarantee does not apply to packaged rates. Packaged rates include: (a) hotel rooms sold as part of a travel package, where the hotel does not provide the extra service. Extra services include but are not limited to airfares, car rental or cruises; and (b) hotel rooms sold with value added amenities, including, but not limited to, free breakfast and hotel parking.
In the case of a successful claim for a fully prepaid rate booked direct, the difference will be refunded to your card within 7-10 days of submitting your claim.
Rate conditions include, but are not limited to, advance purchase requirements, prepayments, deposit requirements and cancellation and change policies.
The Best Rate Guarantee does not apply to unpublished rates (rates that are not publicly available). Rates not available to the general public include, but are not limited to:
We reserve the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at any time in our sole discretion and without prior notice.
