STANDARD TERMS & CONDITIONS


Check in and check out
Smoking Policy
Bookings
Post & Email
Environmental Policy
Mobile Phone top-ups
Credit/Cards
Pay Pal
Card Security & Chip and Pin
Parking permits
Free pickups from Stations
Breakfasts
Pets & Deposits
Groups
Special Arrangements
E&OE
Insurance & Public Liability
Copyright ©
Complaints
Damages
Privacy & Newsletter


Check in and check out

You can check in from 12am until 9pm and you must check out by 11am. However we can accept early or late check in, even in the early hours or a late check out as long as we know in advance or on arrival.

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Bookings


Full prepayment is normally required with All bookings. Where a deposit is accepted full payment is required 7 days prior to arrival. Full payment is required for all bookings made for a date within the next 14 days after the booking date.
If a deposit has been made via credit/debit card and suitable notice to cancel is not received or the booking is not taken or a no show occurs then full payment will be taken via the same credit/debit card.
Cancellations require at least 7 days notice. Less than this and full payment is required. Where full payment has not been received then it becomes due. When a booking is cancelled more than 7 days before the arrival date then an admin charge of £25 or 50% whichever is the greater is due for the booking
if cancelled within the month prior to planned arrival and £15 or 20% whichever is the greater if more than 28 days are to go to the original planned arrival date. Once a payment is made by card or cheque any cancellations will be charged a cancellation fee of £5 as a minimum for payments of less than £100. This will cover the card processing costs and postage etc. An additional fee of £3.00 will be made for any refund up to £100. An additional charge of 3% of the amount charged and/or refunded will be made to the portion of the payment/refund above £100. This will be reduced by 50% for debit card payments. This fee WILL NOT be charged where a cancellation fee is charged as above. These revised terms came in to effect from 19-04-2010

Post & Email


When we receive a booking via email we will confirm by email and again once a payment/deposit is received. If you require a written confirmation please ask and we can post it. If you require a receipt please ask and we can again do this. We do not use the written form unless asked for environmental reasons.

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Smoking Policy


We do not allow smoking inside the hotel in the common areas or the common lounge. We have smoking and non-smoking rooms. Please ask in advance as we cannot guarantee to offer the correct room on arrival although we will try to do our best. Whilst we do our best to prevent second had smoke and smoke drift and we have special measures to neutralize smoke however we again cannot guarantee this so if you are totally adverse to smoke for moral or medical conditions then please find a totally non smoking place. We suggest smaller Bed and breakfasts for this as they are easier to ensure compliance than larger places.

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Environmental Policy


We try to use sustainable materials at all times. We use as far as possible low energy light bulbs and efficient appliances. Where existing items need replacement we always try to replace as environmentally as possible.
All our waste is sorted and recycled as appropriate. We hold the appropriate and relevant license from our Trade waste supplier and a copy can be obtained upon request for a fee of £25.
We try to use electronic methods such as email rather than postage where possible. We have placed our fax number on the TPS list to minimise unwanted paper fax as much as possible.

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Credit/Debit Cards


Paypal accepted at the Trevross Hotel Visa Cards accepted at the Trevross Hotel Visa Electron Cards accepted at the Trevross Hotel Mastercard Cards accepted at the Trevross Hotel Maestro Cards accepted at the Trevross Hotel Delta Cards accepted at the Trevross Hotel Solo Cards accepted at the Trevross Hotel

We accept all major Credit & Debit cards. Credit cards are subject to a surcharge of 2.5% of the total, Paypal a surcharge of 3.5%, there is no surcharge for debit cards payments above £15, a fee of £0.50 applies below £15.00.
Our fees in relation to cards are based on the current charging structure as applied by our card company and subject to change. Where there is a change we will notify via our website 14 days before they come into effect. Where it will change the amount due on a future payment from a customer (where e.g., we have taken a deposit and are due to take the residue) then we will provide notice and allow for a alternative method of payment.
Where a card payment is returned or otherwise recalled the cost we are charged via LloydsTSB Cardnet Merchant services will be passed to the customer in full and a admin fee of £10 may be applied to the total cost.

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Paypal


Paypal Now Accepted at the Trevross Hotel
We now accept pay pal.
There is a surcharge of 3.5% for pay pal. We will issue a invoice via the pay pal system which you will be able to pay. Do not worry if you are not a member of Pay pal you don't need to be and you can also sign up for Paypal when you receive the invoice from us.

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Mobile Phone top-ups


We are happy to top up the following mobile phone networks at no extra cost. We also carry new swipe cards if you forgot or lose yours. We now also can provide top-up vouchers so you don't need to bring a swipe card with you. We also have some Phone chargers in the hotel so if you forget yours let us know.
Top up your Vodafone Mobile Phone at the Trevross Hotel Top up your Orange Mobile Phone at the Trevross Hotel Top up your T-Mobile Mobile Phone at the Trevross Hotel Top up your Virgin Mobile Phone at the Trevross Hotel Top up your O2 Mobile Phone at the Trevross Hotel Top up your 3 Mobile Phone at the Trevross Hotel

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Card Security & Chip and Pin


We operate a chip and pin electronic card system and will always try to use it for our customers protection. We have a manual backup using the card swipe method with telephone authorisation. We will carefully check all cards offered following standard industry security protocols for the mutual protection of our self's and our customers. Chip & Pin is the Only method acceptable for Card payments.

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Parking Permits


We have a number of parking permits and these can be reserved on a first reserved basis. The permits remain the property of the Trevross Hotel at all times. Users accept responsibility for the safety and the return of the permits. A Signature will be required on our permit form to use a permit. This will require the immediate return of the permit upon departure. In the event that a guest returns home with a permit we require the return of the permit within 7 days intact at the expense of the guest. Where we do not receive the permit back we will charge the guest's card the full sum of a replacement (£25 currently) together with a admin fee of £10. When a permit is lost and not returned we will obtain a replacement for the benefit of our other guest and cancel the lost permit. Any further use of the lost permit will result in a fine for invalid use by the local authorities. Additionally we have a number of daily permits. There is no deposit required and these are only valid for 24 hours from the date and time issued. We may use these instead of the permits detailed above at our discretion. Where we issue a permit and a fine results from its misuse the the Trevross hotel is not liable.

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Free pickups from bus and train Stations


We offer a free pickup service from the local Rail and bus stations. This must be pre-booked. We cannot guarantee collection when you arrive if you do not pre-book. To pre-book just call or email with the time you expect to arrive. It is best to take our telephone number and notify us of any delays whilst you are on route. We reserve the right to send alternative transport or a taxi at our cost when we agree to collect you and for some reason we cannot make it. Please note we will collect between 9am and 9pm Mon to Friday and on 9am to 5 pm at weekends. We do not offer a guarantee to collect outside theses times and dates although we will try to accommodate. If we cannot do so we will let you know within 24 hours of your request. Our car is a 4 seater estate so please let us know if you think it will not be sufficient and we will try to accommodate. Any party/group/luggage requirements over than which could reasonable be expected to fit in our car may result in a charge.

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Breakfasts


Breakfast is available by redemption of voucher at the Wellesley Tea rooms on the junction of Wellesley Road and Regent road, approx 50 metres away. Sufficient vouchers will be provided on arrival to cover your stay. Each voucher will provide a full English breakfast together with a drink. The cafe' is very flexible and will endeavour to accommodate your needs. If you only require cereals, or scrambled eggs etc then please ask. A voucher will be provided for each adult booked for each night of the stay. A special kiddies voucher will be provided for all children over 3 years old. Additional vouchers can be purchased at a cost of £4.00 for the adult voucher and £2.00 for the kiddies voucher. The vouchers have no transfer abilities and have a cash equivalent of 0.0001p Breakfast is subject to availability and is not always available all year round. We reserve the right to withdraw the above breakfast system and replace it with our own in house breakfast system at times to be notified or to change the venue for out house breakfast. Generally the breakfast times the cafe' is open are at least 9.00am till 4 pm in the season and 9.30 till 3pm in the winter. In the summer season they often open earlier and we will keep these times updated. Please check for the latest information for your stay.

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Pets & Deposits


We will charge a deposit of £25 per room for any pets staying. This deposit will be fully refunded on departure upon confirmation that no damage or mess was made. In the event that any damage or mess is discovered then our damage policy below will apply. The deposit will be funded via card for card bookings or via cash or Cheque. We can supply suitable bowls etc if you do not wish to bring you own, please ask when booking and they will be made ready.

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Groups


We now accept groups by prior arrangement. We will levy a damage deposit of £5 per person with a minimum of £50 depending on the size of the group to be held against breakages and refunded at the end of the visit. Our standard damages policy below applies to group bookings.

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Special Arrangements


Some services and events are seasonal only in this area All items are subject to normal booking terms, prepayment and availability. Where an item is no longer available an suitable alternative will be offered or a refund. Where we offer vouchers to Night Clubs these will be subject to the terms of the Night club.

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E&OE


E&OE - Errors and Omissions Excepted applies to all the content of this website, correspondence and emails sent from The Trevross Hotel

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Insurance & Public Liability


The hotel is fully insured for buildings, contents, etc. Public liability cover of £5,000.000 & Employer liability of £10,000,000 is also in place. A copy of our current certificate is posted in the hotel reception and is available by post of email upon receipt of and admin fee of £20.00

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Copyright ©


This website and its contents are the copyright of Tony Fellas, The Trevross Hotel and Chicsystems the website designers

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Complaints


In the unlikely event of a problem please let us know as soon as you have a problem. We will try to sort it out as soon as possible. We check the hotel regularly, but things can happen.
We cannot guarantee compensation after you have left as it can be difficult to verify problems at a later date. Some people have made complaints too late to confirm them and often because they know we cannot verify them and are just looking for compensation.
When we receive a complaint we will investigate it immediately and take whatever steps we can to sort it. If it affects your visit then we will offer suitable recompense. Where a complaint is received in writing we will respond in full within 7 days, via email within 24 hours.

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Damages


It is the customers responsibility to maintain the standard of the room (s) they occupy and the common areas of the hotel whilst resident. We accept that accidents happen and appreciate the co-operation of residents in notifying problems so we can rectify them as soon as possible. Normal breakages and accidents occurring in this manner will not normally be charged.
Where we find damage to our property after a visit where we have not been notified or the damage is expensive and/or recklessly or carelessly caused then a suitable charge will be incurred and liable to payment from the resident/occupier.
In the event that we are unable to obtain suitable payment or unable to obtain a answer from the contact details we have on file we will endeavor to find details from any suitable methods or agencies in order to recover these charges. We reserve the right to attempt to charge any card we hold to recover these charges. Any charges incurred in recovering any damage costs will also be recoverable.

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Privacy


For website date we adhere to the privacy policy available at the link below. This covers your data submitted via this site and our newsletter system. Our newsletter is occasional and will usually contain details of special offers. Each newsletter will have a unsubscribe option, you also have control of how you receive the newsletters etc. A link to your data is on each newsletter.

We adhere to the Group Privacy policy of Chicsystems

For data we hold electronically or on paper at the Hotel premises we ensure they are held securely, access is only by trained staff with access needs to them and in accordance with the relevant UK and or EU laws and regulations.

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