Hotel stay terms & conditions
YOU’RE BOOKING WITH US
We require credit or debit card details from all our guests to simply confirm your bookings. Where you have reserved a ‘Prepaid’ room the card provided will be charged with the non-refundable room rate once the booking has been made. Where you have made any other type of reservation, but don’t worry your card will not be charged unless one of the events specified below occurs, for example if you cancel your booking after the allotted time.
CHANGING OR CANCELLING YOUR BOOKING
We understand plans change so if you wish to make a change to your booking, please contact us and we will always try our very best to help. If your reservation has been made through a third party additional terms and conditions may come into effect or you may have to cancel with them directly but we will be able to assist you on what you need to do next. We will let you know if the change is possible and will send you a confirmation email if the change is accepted.
We will do our best to avoid having to cancel your booking however, where necessary, we reserve the right to cancel your booking at any time. In such circumstances, we will provide you with a full refund and we will have no further liability to you in relation to the cancellation. In the event of over-booking, we will assist you with relocation to an alternative hotel without any additional charges.
If unfortunately we cannot make the change you have requested or the consequences of making the change are unacceptable to you, you may want to cancel your booking. Your reservation confirmation email will stipulate the terms of your booking and the cancellation policy applicable to your reservation.
Unless otherwise stated, rooms must be cancelled or modified latest at 4pm UK time one day prior to arrival day to avoid a one night fee. All reservations must be guaranteed with a credit card. Certain offers and packages may have different cancellation policies; see dedicated offer pages for more detail. If you wish to cancel your booking, please contact us by telephoning 020 350 3000 or emailing firstname.lastname@example.org
CHECK-IN & CHECK-OUT
Unless otherwise agreed, check-in is permitted from 15:00 and we kindly ask that all guests depart by no later than 12:00pm. Although we will try our best late check outs are not guaranteed and early arrival requests are subject to available rooms. Early arrival can be pre-booked directly with the hotel through our reservations team. Residents of the United Kingdom are required to provide Photo ID upon check in along with guests travelling from outside the United Kingdom who will be required by law to provide a passport or point of entry documents along with the details of your next destination at the time of check-in.
Guests under the age of 18 must be accompanied by an adult. For young children we provide baby cots free of charge. For children over the age of 5 we have interconnecting rooms which make fabulous family pads. Let us know in advance so that our team can personally oversee arrangements and allocate rooms in accordingly. The hotel reserves the right to cancel a booking if the person cannot provide government issued ID confirming the age.
SOUTH PLACE HOTEL CREDIT/DEBIT CARD POLICY
A credit card pre-authorisation will be taken upon check-in. All charges incurred during your stay, for example, food and beverage charges and any room charges which you have not paid for in advance, must be settled upon check-out when you will have the option to provide a different method of payment should you wish. Please let us know before you check-out if you notice any abnormalities in any charges which have been assigned to your room.
Debit and credit cards will be authorised for £100 per night per room at check-in in addition to the amount of your stay. Funds will be held until check-out, at which time the funds will be released and payment processed to reflect the total cost of your stay. Authorised amounts may take up to 30 days after departure to be released depending on your bank or financial institution. The hotel will not be responsible for any resulting fees or charges. If a credit/debit card is not available, cash deposits are accepted for the amount of £200 per night to cover any additional charges. Cash deposits will be refunded upon departure after your room has been checked by the duty manager.
We don’t have too many rules, but just a few important ones we’d like you to know about
The images of our rooms and facilities on our website are for illustrative purposes only. Each part of the hotel is slightly different and your room or the facilities you use during your stay may vary slightly from those images. Your reservation is for a particular type of room and, whilst we will try to accommodate specific room requests, unfortunately we cannot guarantee that you will be able to stay in a specific room during your stay. If our team can help before you arrive please reach out to us and we can help where possible.
Food & Drink: South Place Hotel offers various options for food and drink, including room service, some of which are available 24 hours a day. We do kindly ask that you refrain from bringing in any outside food or beverages to be consumed in any of our public areas or restaurants, unless medically necessary.
Noise: We all love a party but we do ask all guests to respect our other guests and nearby residents when in their room, hallways, or any other areas of the hotel or while in the surrounding area. We reserve the right to eject you from the premises and cancel the remainder of your stay in the event that you fail to respect this policy.
No Smoking: No smoking or vaping is permitted inside the hotel at any time, whether in your room or elsewhere. We do have designated smoking areas and our staff will happily advise you of their location upon request. We reserve the right to charge the card you have used to secure your booking a fee of £250.00, in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay. We also reserve the right to terminate the remainder of your stay in the event that we find you have failed to comply with our smoking policy.
Animals & Pets: Small pets are allowed (15kg is an approximate guideline) for a charge of £50 per stay if you have not booked directly with the hotel. Pets must comply with local health legislation requirements. All animals must be fully trained and kept on a leash at all times when in the hotel or on hotel property, unless in the guest’s room. Any disturbances, such as barking, must be avoided so that other guests are not inconvenienced. Pets must not be left unattended unless caged. If a pet-sitter or pet supplies are required, arrangements can be made via Concierge.
Guests are responsible for cleaning up after their pet on hotel property and in the neighbourhood. At check-in, an appropriate time for Housekeeping services is to be agreed on. We like to treat everyone when they stay with us, human or animal so the hotel will provide specialised bedding, place mats with food and water bowls for dogs. Guests are responsible for all property damages and/or personal injuries resulting from their pet. The hotel reserves the right to charge guest’s account commensurate to the cost of damages made by pets. Guests agree to indemnify and hold harmless the hotel, its owners and its operator, from all liability and damage suffered as a result of guest’s dog.
Accidents: Guests must report any accident or injury they or their guests may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.
Inappropriate Behaviour: We love our staff and we hope you do to so we kindly ask that you respect our team and other guests and refrain from any improper, violent or abusive behaviour and any illegal conduct at all times during your stay. We reserve the right to eject you from the premises and cancel the remainder of your stay in the event that you fail to respect this policy.
Damage: We kindly ask that all guests respect the rooms and facilities. In the event that there is any damage to the room(s) during your stay or if any items are missing from your room(s) upon your departure, we reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of such damage and/or missing items.
Parking / Transport: Should you wish to travel above ground, we have arrangements with a reputable chauffeur company and can arrange pick-up at a time and place to suit. We can also organise car hire for which you will need to provide a valid driving licence and separate proof of identity. If you prefer to bring your car, we use a public car park close to the hotel and would be delighted to park your car for you. We operate a valet parking service daily. This service is priced at £50 per 24 hours and bookings must be made prior to the day of arrival. The hotel is unable to park cars in value over £150,000.00.
GYM & WELLNESS AREAS: Uses of any of the gym or fitness equipment, areas or facilities available are entirely at your own risk. Induction sessions explaining how to safely and properly use the gym or fitness equipment can be made available upon request before using the facilities. You must not use any equipment or undertake any activity if you are not satisfied that you are competent to do so in a safe and proper manner.
When using any equipment and facilities available at, you must take care to safeguard your own health and safety and that of other people, and you will be solely responsible for any loss or injury that you cause to yourself, other persons or to the equipment or facilities to the extent that it is caused through your unsafe or improper use of the equipment or facilities (including your use of them whilst under the influence of alcohol or medication) or your failure to advise the hotel staff of a medical condition relevant to your use of the equipment or facilities.
A 100% cancellation charge will be incurred if you cancel any spa treatment, personal training session, studio class or hair, beauty or grooming appointment less than 24 hours London time prior to the time of the appointment. Please note we do not permit external spa companies on-site to perform treatments. If you have any questions please speak to a member of our team.
In addition to the responsibilities noted above, it is your responsibility to provide complete and accurate information at the time of booking any treatment Service. Failure to do so may result in a rejection of your booking request, cancellation of your booking or an inability of the hotel to provide the service as requested.
If you have a medical condition that may impact on your ability to receive a treatment, or you are less than 12 weeks’ pregnant, you should speak to your Doctor and receive a written Doctor’s note confirming that you are able to receive the relevant treatments. If you book a treatment in these circumstances but fail to provide a relevant Doctor’s note, we will cancel your booking and our cancellation policy set out above will apply.
Whilst we make every effort to ensure that the services are available, we do not represent, warrant or guarantee in any way the continued availability at all times or the uninterrupted use by you of the services. We reserve the right to suspend or cease the operation of all or part of the services from time to time at our sole discretion.
DAMAGE & LOSS
We provide a safe in each room for the storage of personal items and all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests’ personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to the hotel. Management reserves the right, in its sole discretion, to refuse to store any personal property of guests. We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation. Lost property is held for two months at the hotel, after the two month period all unclaimed items will be destroyed.
GOVERNING LAWS & DISPUTES
These terms are governed by English law and you can bring legal proceedings in relation to these terms or your stay in the English courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings to the country within Europe in which you reside.
All offers are subject to availability and additional terms and conditions. The hotel reserves the right to withdraw offers at any time.
Group bookings are considered as five rooms or more per night. Special group rates available, contact email@example.com to find out more – terms and conditions apply.