PAYMENT POLICY
Our payment policy varies according to the booking channel you use to book our rooms. The following mostly applies to our own processes, with some notes at the end where particular channels differ. Not all booking channels are open and up-front about this, but hide the information behind other links or in small print, so it is repeated here for your benefit.
We no longer take any deposit payment at the time of booking. If the arrival date is more than a day or so away, we normally allow a "cooling-off" period of about 24 hours within which you can freely cancel your reservation. Where the booking date is more than a month away you can cancel the reservation without penalty up to 30 days before the arrival date.
We then take the full payment for your stay with us at or soon after 30 days before arrival. If your reservation is for less than 30 days away this means we will take the payment shortly after we receive your booking. We will use the credit or debit card details you have supplied during the booking process. We recognise that some people's financial situation may mean that a different payment plan is helpful: if this is the case for you please contact us by phone or email as soon as possible so that we can agree a suitable payment plan
We accept Visa and Mastercard, credit and debit cards but not American Express cards. We can also provide a "payment link" sent to you by email so that you can use PayPal or similar online payment methods instead of a credit or debit card. Please don't give us card details for a debit card which you keep at zero balance as this just causes extra work and bank charges for everybody.
Soon after booking we will send you our own confirmation email which indicates the room you have chosen, the breakfast/room only choice you have made, and a few other details related to your booking. We are aware that some other booking channels send their own confirmation but this does not have the same level of detail as our own one. Please check the confirmation email carefully to ensure that the room chosen and its features and amenities matches your expectation. If you have any questions please contact us as soon as possible - the earlier we know, the easier it is to fix.
Most of our rooms have sofa beds but we do not normally make these up in advance unless requested to - for example if two friends are travelling together. Please let us know as soon as possible if you need the housekeeping team to make any particular preparations such as making up a sofa bed.
We recognise that from time to time you need to change card details - for example, a card may go out of date, or need to be cancelled because it has been compromised. We will contact you if we find that the card details we have on record are no longer valid at the time that payment falls due.
Under normal circumstances this means that you are fully paid up for your stay with us by the time you arrive, at either our room-only or breakfast-included rate depending on choices you made during the booking process.
If you need to change any details of your stay - for example adding prepaid breakfast to a room-only rate, or changing the length of your stay - please contact us by phone or email as soon as you know what it is you want to change. The sooner we know, the easier it is to change something.
Specific changes for AirBnB bookings. AirBnB do not provide us with your payment details and do not tell us when they are taking your money. This will happen according to their own processes and schedule and is not under our control. We get reimbursed by AirBnB after your departure.
Specific changes for booking.com bookings. We cannot directly access your card details if you book through booking.com. They will charge your card at or soon after 30 days before arrival and will contact you directly if there is a problem with the card details you have supplied. They will do this according to their own processes and we take no part in this. They then reimburse us for your booking using a "virtual card" which has no connection with your own payment method. The payment schedule remains the same. If you need a differnet payment plan please contact us directly rather than use a bnooking channel.
If you have any additional questions, please get in touch.
Go back to the complete Policies page.