TERMS AND CONDITIONS
These are the terms and conditions which apply to your booking at The Queens Hotel & Victoria Cloisters York whether you make a booking direct or via a website.
BOOKING & PAYMENT CONDITIONS
Guests may book in advance by either contacting the Hotel directly, via the website or by using an Internet Agent. Rooms are subject to availability and the Queens Hotel reserves the right to refuse any booking for good reason. Payment by debit or credit card is required upon arrival for all Hotel bookings. Pre-payment, 14 days in advance of arrival is required for all apartment bookings. This is also in accordance with Internet Agents Terms and Conditions.
The Queens Hotel & Victoria Cloisters does not accept social groups including stag and hen parties. Bookings of 3 or more rooms/apartments with 4+ guests constitute a group.
CHARGES
Prices will be confirmed to you by our representative at the time of making your reservation. Any meals, service or VAT (at the current rate) are included as specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates.
PAYMENT
Hotel booking
You will be asked to provide a credit/debit card at the time of the booking to secure your reservation. An authorisation of your card will be processed at the time of booking. Where a deposit or full payment is required in advance; by booking you are authorising the debiting or pre-authorising of the card details provided.
Apartment booking
Full payment will be due 14 days prior to arrival. If booking within 14 days full payment will be due immediately. We accept all major cards except Diners and American Express and have no hidden charges. Late payments may result in cancellation of the booking and the cancellation policy will then apply as if you had requested the cancellation.
CANCELLATION / NON-ARRIVAL
Hotel Booking
The cancellation policy varies according to the rate booked and date confirmed, however, the majority of reservations may be cancelled up to 12 noon 24 hours prior to arrival without charge. Please check with our representative upon confirming your booking. Cancellations and non-arrival charges of 100% apply after this time.
Apartment booking
In the event of you cancelling your stay within 14 days of the arrival date at one of our Victoria Cloisters apartments we will charge 100% cancellation fee of the total stay. We recommend that you take out Holiday Insurance to help cover you with any unforeseen cancellation charges you may be liable for. In the unlikely event that Queens Staith Leisure Ltd should need to cancel your stay we will of course refund the full cost paid for your stay.
CHANGE OF BOOKING DETAILS
Reservations may be amended in with the booking conditions accepted at the time of the original reservation/s. Changes may be made subject to those conditions and any deposit/pre-payment held is subject to those booking terms at the time of the original reservation. All changes to the arrival date and or room type is subject to availability at the time that the change is requested and may result in a possible rate change.
GROUP BOOKINGS
Family and mixed couples’ groups only are accepted. Reservations of single sex celebratory parties, sports groups, social groups, stag or hen parties are not permitted.
The Hotel will only accept small groups up to 6 people in total.
Number of people per apartment:
A maximum of 4 adults can be accommodated in most apartments except apartment numbers, 1,4,7,9 and 10 which can accommodate 2 people only. Advance notice must be given when utilising the sofa beds in our apartments so that bed linen can be prepared for your arrival. A maximum of 8 people booked in no more than 3 apartments can be accepted.
ARRIVAL AND DEPARTURE
Hotel booking
Guests may check into their hotel rooms and apartments on the day of arrival from 3.00pm. All rooms that have been secured by debit/credit card or pre-paid at the time of booking will be held until 11am on the following day. No cheque payments will be accepted for rooms or service at the Hotel.
On the day of departure we request that guests vacate their hotel bedrooms no later than 11.00am and their self- catering apartments by 10.00am. Late check out after this time may be requested but is never guaranteed.
We have limited left luggage available, please ask Reception for assistance.
Apartment booking
Collection of Keys and access:
Keys should be collected from the Reception desk at The Queens Hotel on Queens Staith Road, off Skeldergate, (YO1 6DH). Check in time is 3pm and check out time is 10am.
There is no on street parking either on Queens Staith Road or Fetter Lane between the hours of 8am and 6pm, you may offload luggage at either location for a short time only. Victoria Cloisters is a short 2-minute walk from The Queens Hotel. The Queens Hotel reception is manned 24 hours; late arrivals can be accommodated. An extra set of keys can be requested for a £50 deposit which is refundable upon return of the keys.
Apartment Departure Procedure:
We politely request that you help us to maintain a safe environment for our cleaning team by following the departure procedures:
- Please wash all cutlery, crockery and utensils used during your stay
- Please take all rubbish and recycling to the communal waste bins in the car park and dispose appropriately
- Please leave your apartment tidy for our cleaning team
- Please depart by 10.00am and drop your keys at The Queens Hotel Reception
Damage & Breakages at Victoria Cloisters:
We will require a credit or debit card deposit of £100 per apartment upon collection of keys from The Queens Hotel. This deposit is *refundable on your day of departure once the occupied apartment has been vacated and checked. Lost keys, breakages, damage and unreasonable cleaning costs will be charged for. * Refunds may take the bank up to 7-10 working days to deposit into your account.
PARKING
Hotel booking
The hotel has limited private car parking. Spaces must be reserved in advance by contact the hotel only. Each space is charged at £19.00 per night and is guaranteed from 12noon on the arrival day until 12noon only on the departure day. The car park is subject to flood in extreme weather conditions. Should the hotel need to close the car park we will endeavour to contact guests with a pre-booked space prior to arrival.
Apartment booking
Parking is limited at Victoria Cloisters. Space must be reserved in advance. Space for 8 vehicles is therefore only one vehicle per apartment can be reserved. Parking is included in the apartment price and is guaranteed from 12 noon on arrival day until 12 noon on the day of departure. The height restriction of the car park is 2.25 metres
Alternative parking is available a short distance from the hotel/apartments and charges approximately £20.00 per car per 24 hour stay. The Hotel/Victoria Cloisters is not responsible for the extra cost incurred in utilising this facility.
ROOMS AND APARTMENTS
It is your responsibility to verify the details of a room/apartment when you request a booking to ensure that it meets your requirements.
The Queens Hotel has a limited number of smoking rooms. There is a no smoking policy at Victoria Cloisters. In the event that you or any member of your party smoke in a non-smoking room we reserve the right to charge you £100.00 for specialist cleaning to make the room fit once again as a non-smoking environment. Should we lose subsequent business as a direct result of smoke odours in the hotel bedrooms or apartments we reserve the right to recover our losses directly from the offender.
Both properties do not allow pets.
If you or any member of your party causes any damage to the hotel or apartment interiors, room’s interiors or soft furnishings, we reserve the right to charge you for the cost of repair of any such damage and for any loss of earnings incurred due to rooms/apartments being placed out of service whilst awaiting repair.
Should any antisocial behaviour or damage to hotel or apartment property result in the refunding of monies paid by other guests this cost will be taken from the debit/credit details provided to guarantee the reservation.
Victoria Cloisters is set over 4 floors and there are no lifts. Ground floor rooms are available and must be requested at the time of booking.
INCLUSIONS AT VICTORIA CLOISTERS
Victoria Cloisters property is classed as self-catering therefore you should prepare to provide your own food and drink; there are a number of local supermarkets within walking distance.
The cost of your apartment includes all bedding, linen and towels. Toilet rolls, shampoo, shower gel and soap, washing up liquid, cleaning product, hand-soap, jay cloth and tea towel are also provided. Electricity, WIFI, kitchen utensils and equipment are included.
Children's cots and high chairs are available on request at no extra charge. An iron and board will be available for apartment occupants to share during their stay.
RESTAURANT
Table booking is essential for breakfast and dinner service. Priority booking is given to those booked on a meal inclusive package.
BEHAVIOUR
You are expected to conduct yourself at all times in an orderly and acceptable manner and not to disrupt the quiet enjoyment of other guests. Likewise all staff members will treat all guests in a polite and courteous manner. The Hotel reserves the right to immediately terminate your booking if we (acting reasonable) deem your conduct to be offensive or in breach of this clause.
Victoria Cloisters is located on Fetter Lane, approx. 200 yards from the hotel, this is a residential area, other apartments at Victoria Cloisters may also be occupied so we ask for your consideration in keeping noise and disruption to a minimum. The Queens Staith Leisure management and staff reserve the right to evict guests who cause noise, damage or disruption. In such circumstances no refund will be given.
FORCE MAJEURE
The Queens Hotel and Victoria Cloisters Management shall not be in breach of this agreement if it does not provide the services under this agreement due to the following circumstances:
- Industrial action by the company’s employees or suppliers.
- Fire, lighting, explosion, riot, civil commotion, malicious damage, extreme weather conditions, storm, flood, burst pipes, earthquake, pandemic, terrorism and the Hotel/Apartments being damaged or destroyed.
- Postal or internet bookings that have not reached the Hotel.
- Breakdown of machinery, or and failure to supply the Hotel with gas, electricity, water etc, outside the control of the company.
JURISDICTION
Any dispute, which cannot be settled on an amicable basis relating to the validity, interpretation and performance of the present terms and conditions, shall go before the courts in whose jurisdiction the Hotel and Apartment is located.
