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Terms and Conditions

1. Payment Timing

"Advance Purchase" rates will require full payment online at the time of booking. "Flexible" or "Pay on Stay" rates only require card details to secure the booking, with payment due upon arrival or departure.

 

2. Pre-authorisation Holds

We may "pre-authorise" your credit or debit card upon check-in. This will be the room rate plus £50 per night for incidentals. The hotel will not charge these funds unless they are utilized.

 

 

3. Cancellation Penalties

If you do not cancel before the hotel’s stated deadline of 48 hours before check in, you authorize the hotel to charge your card for cancellation or no-show fees.

 

 

4. Cardholder Presence

For fraud prevention, we require the physical credit or debit card used for the online payment—along with valid ID—to be presented upon check-in.

 

 

5. Data Security

Your payment details are encrypted. We process your personal data and online payment footprints in strict accordance with the UK GDPR and their own publicly available privacy policies.

 

 

6. Booking & Payment Options

  • Flexible Rates: Card details secure your room. Full payment is due at check-in.

  • Advance Purchase: Total booking cost is charged online at confirmation. This rate is strictly non-refundable.

  • Currency: All transactions are processed in British Pounds (GBP).

 

7. Cancellation & No-Show Policy

  • Standard Cancellation: Free cancellation up to 48 hours before 15:00 on arrival day.

  • Late Cancellations: Cancellations within 48 hours incur a charge of the first night's stay.

  • No-Show Charge: Failure to arrive results in a charge for the full booking amount.

 

8. Security & Check-In Validation

  • Card Verification: Guests must present the physical payment card used online at check-in.

  • Photo ID: A valid passport or UK driving licence may be requested on check in and must match the cardholder's name.

  • Pre-Authorisation: We hold £50 per night for incidentals upon arrival.

 

9. Refunds & Chargeback Management

  • Refund Method: Approved refunds are credited only to the original payment card.

  • Processing Time: Refunds can take 3 to 5 working days to clear.

 

10. Data Privacy & Financial Protection

  • PCI Compliance: Online payments are encrypted via a secure, PCI-DSS compliant gateway.

  • Data Processing: Personal data is handled strictly under the UK Data (Use and Access) Act 2026

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Online Booking & Payment Terms and Conditions

 

1. Contract and Booking Processing

  • Contract Parties: Your contract is directly with Sarah and Anna Rowden Ltd trading under the name of The Manor Hotel

  • System Automation: All online reservations and payments are securely processed in real-time through our Zonal Property Management System (PMS).

  • Currency: All transactions, deposits, and balances are processed strictly in British Pounds (GBP)

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2. Payment Terms & Advanced Purchases

  • Flexible Bookings: A valid credit or debit card is required to secure your room at the time of booking. No charges will be applied online; full payment is due upon arrival.

  • Advance Purchase Rates: If you select an Advance Purchase or Promotional Rate, the full amount of the stay is charged immediately to your card online. These rates are strictly non-refundable and non-transferable.

 

3. Cancellations, Modifications, and No-Shows

  • Cancellation Window: Flexible bookings can be cancelled free of charge up to 15:00 (GMT) exactly 48 hours prior to your scheduled arrival date.

  • Late Cancellation Fee: Cancellations made within the 48-hour window will automatically trigger a charge equivalent to the first night's stay to the card provided.

  • No-Show Policy: If you fail to arrive without notifying the hotel, the reservation will be marked as a no-show, and the full cost of the entire booking will be charged.

 

4. Cardholder Verification & Check-In

  • Physical Card Mandatory: For fraud prevention, guests must present the physical payment card used during the online booking process upon arrival at reception.

  • Matching ID: The name on the physical payment card must exactly match a valid photo ID (Passport or UK Driving Licence) presented at check-in.

  • Pre-Authorisation: Upon check-in, a mandatory pre-authorisation hold of £50 per night will be placed on your card to cover potential incidental charges (such as food, drink, or room damage). This hold is automatically released by your bank post-departure.

 

5. Integrated Room Charges & Tabs

  • EPoS Integration: Our hotel operates on an integrated system where bar, restaurant, or room service charges can be posted directly to your room bill via our Zonal EPoS platform.

  • Final Settlement: Any outstanding balances accumulated during your stay will be settled via the primary payment card on file at check-out.

 

6. Refunds and Chargeback Disputes

  • Original Payment Method: In the event of an approved refund, funds will only be returned to the exact payment card used for the online transaction. We do not issue cash or cheque refunds for online bookings.

  • Timeline: Refund processing takes 3 to 5 business working days to appear in your account, depending on your banking provider.

  • Dispute Resolution: Guests agree to contact hotel management directly to resolve any billing discrepancies before contacting their bank to initiate a chargeback claim.

 

7. Data Security and PCI Compliance

  • Payment Encryption: We do not store full credit card details on our website. Online transactions are handled through a fully tokenised, PCI-DSS compliant payment gateway integrated with Zonal.

  • Privacy: Your personal booking details are securely stored within our PMS and processed in strict compliance with the UK Data (Use and Access) Act 2026 and UK GDPR.

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