Kimberley House, 7 Havelock Place, Whitby, North Yorkshire, YO21 3ER

Our Terms

RESERVATIONS

A non-refundable deposit equivalent to the cost of the first nights stay per room is required when making a reservation. At our discretion (and usually for direct telephone bookings only), the ‘deposit’ will not be collected prior to arrival. The balance (including or excluding the deposit) is payable upon arrival. Deposits paid by debit or credit card are subject to a £2 surcharge.

CHECKING IN

As we have a young family, we generally like to spend the afternoons with our children wherever possible. The following check-in procedure seems to work to a tee!

* Preferred check-in before 1.00pm where we will meet and greet.

* Check-in after 1.00pm may be ‘self check-in’ via a 4 digit key pad entry system. Simply phone or email before 1.00pm on the day of arrival (or before if you prefer) and we can provide you with the current access code. Once inside the property there will be a Welcome Pack awaiting you in reception This will include all the information you will require including (where applicable)a suitable parking permit.

Our reception is not manned 24 hours a day. Unless we have gone on a rare shopping trip to Leeds or Scarborough, we are generally not far away and can return to the property within minutes if required subject to mobile phone reception as our landline (01947 604125) is always diverted to a mobile when we are away from the property.

DAMAGES, BREAKAGES & ANTISOCIAL BEHAVIOUR

Although extremely unusual, we ask that you report any incidents as they occur. While we do not normally charge for minor accidental breakages we will charge for the full cost of all other breakages, missing items and for the replacement and/or making good of any damage. Additionally, there will be a charge of £100 for soiled bedding, towels, carpets, furnishings and décor where additional cleaning is necessary.

Excessive noise, unruly and threatening behaviour and the like which causes inconvenience and discomfort to our other guests and/or staff is not acceptable. Such behaviour will result in the offending person(s) being asked to vacate their room and leave the premises but will be charged for their booked stay.

LIABILITY

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.

Whilst we have taken reasonable steps to ensure that information contained within its brochures, tariffs, leaflets, guest information, website and other advertisement materials is accurate, it is not guaranteed and we reserve the right to alter, substitute or withdraw any service, facility or amenity without notice if necessary.

PAYMENT OF BALANCE

For advance on-line bookings we only take a deposit equal to the cost of the first nights stay and therefore a balance will always be due. Some on-line booking sites are unclear on this point. Direct telephone bookings are usually subject to full payment on arrival.

All balances are subject to a surcharge of £2 for card payments (debit or credit). There is no charge for cash or cheques although cheques need to be in cleared funds prior to departure so are generally only accepted for longer stays or payment prior to arrival.

CHECKING OUT

Departing guests are asked to vacate their rooms by 10.00am. We are happy to ‘hold’ luggage for later collection.

CANCELLATION/NO SHOW POLICY

All deposits paid or payable are non-refundable. Therefore, should you cancel your booking or fail to arrive, no refund will be given. Where a deposit has not already been paid, this will be immediately debited from the card details supplied by you when making the reservation. Deposits are not transferable between guests, but should you wish to amend your booking, the deposit may be transferred subject to circumstances and availability.

SMOKING

Smoking in bedrooms and within the property boundaries is against the law and strictly prohibited. A charge of £100 will be made to cover additional cleaning costs and all occupants of the offending room will be asked to vacate their room and leave the premises immediately. Monies paid will not be refunded.

LOST KEYS

Non return of room/door keys will incur a charge of £100 to cover replacement locks.

SAME SEX GROUPS

Will not be permitted without prior agreement.