Cancellation Policy

Hedley House Hotel York

Standard Cancellation

48 Hours Notice Required Full refund for rooms cancelled 48 hours before arrival or change dates (price may vary).

Group Bookings (4+ Rooms)

Provisional Hold Groups can hold rooms provisionally for up to 4 months prior to arrival.

20% Deposit Required A 20% deposit is required on confirmed booking.

Full Payment Full payment is required 28 days before arrival.

28 Days' Notice Required Group bookings need 28 days' notice for cancellation to receive full refund.

Group Numbers Can Change Group numbers can change up to 20% of the group size up to 7 days before arrival with no charge. Perfect for when a few people can't make it or decide to join last minute.

Advance Purchase Rates

Non-Refundable & Non-Transferable Advance purchase rooms cannot be cancelled or moved to different dates. They're cheaper for this reason - you're getting a better price in exchange for commitment to your dates.

Special Offers

Some promotional rates have their own cancellation terms. Check your booking confirmation for specific conditions.

When Things Go Wrong (Force Majeure)

Sometimes life throws curveballs nobody can control - war, government restrictions, natural disasters, terrorist incidents.

If these events stop you getting here or us looking after you properly, we will refund 50% of the total cost. Your travel insurance should cover any other costs.

VAT Bits

If you need to cancel, your deposit doesn't include the service charge so we can't refund it.

If you've paid in full, we'll refund the VAT element since no service was provided.

Payment & Our Recommendation

We'll process charges using the card details from your booking.

By agreeing to our terms and conditions you agree to us charging the credit/debit card we hold on file for your booking in line with this policy.

We strongly advise to get travel insurance. It covers all the unexpected stuff that booking policies can't - including force majeure events like these.

Contact Us

Questions about your booking? Call us on 07428 917515 - we're here to help sort things out.

Terms and Conditions

Bookings and Payments

Booking Confirmation Your booking is confirmed once we receive your deposit or full payment. We'll send confirmation by email within 24 hours.

Deposit and Payment

Individual bookings: Full payment required at time of booking
Group bookings (4+ rooms): 20% deposit required, full payment 28 days before arrival
We accept bank transfers and all major credit and debit cards

Card Authorization By making a booking, you authorize us to charge the card details provided for all costs related to your stay, including any additional charges incurred during your visit.

Check-in and Check-out

Check-in: 2:00 PM - 10:00 PM Please let us know if you'll be arriving after 10:00 PM so we can arrange key collection.

Check-out: 11:00 AM Late check-out may be available on request (charges may apply).

Early Arrival Early room check-in is available from 12:00 PM (charges apply). Cars can be parked and bags can be left at reception from 8:00 AM before check-in at no charge.

Guest Responsibilities

Age Requirements Guests must be 18 or older to make bookings and consume alcohol. Valid ID required.

Maximum Occupancy Rooms must not exceed the maximum occupancy stated on the confirmation. Additional guests are not permitted without prior arrangement.

Behaviour We expect all guests to behave respectfully towards staff and other guests. We reserve the right to ask disruptive guests to leave without refund.

Identification All guests must provide valid photo ID upon check-in.

Room and Property Policies

Smoking Hedley House is a non-smoking property. Smoking is not permitted anywhere indoors. A £200 cleaning charge applies if evidence of smoking is found in rooms.

Pets Pets are permitted with prior notice. Pets must not be left in rooms alone at any time. Pets must not go on beds or furniture. We reserve the right to charge for any extra cleaning required after your stay. Pets can join owners in the bar any time.

Noise Quiet hours are 10:00 PM to 8:00 AM. Please be considerate of other guests. Guests causing noise disturbance may be charged compensation towards affected rooms.

Damage Guests are responsible for any damage to rooms or property during their stay. Repair costs will be charged to the card on file.

Facilities and Services

WiFi Free high-speed WiFi is provided throughout the property. We reserve the right to limit access for inappropriate use.

Parking Secure off-street parking is available on a first-come basis. Spaces cannot be guaranteed. We are not liable for damage to or theft from vehicles. Parking is chagable.

Wellness Facilities

Hot tub, gym, and yoga studio are for paying guest use only
Children must be supervised at all times
Use of facilities is at your own risk
Maximum 8 people in hot tub at any time

Food and Beverage

Breakfast service times will be confirmed at check-in
Special dietary requirements should be notified in advance
Outside food and drink may not be consumed in public areas

Health and Safety

Fire Safety Fire exits are clearly marked. Assembly point is at the end of the car park.

Accident and Illness Please report any accidents or incidents to reception immediately. Basic first aid is available.

Personal Belongings We are not responsible for loss or damage to personal belongings. We have a safe for valuables at reception if required.

Liability and Insurance

Our Liability Our liability is limited to the value of your stay. We are not liable for indirect losses, missed connections, or consequential damages.

Travel Insurance We strongly recommend comprehensive travel insurance to cover unforeseen circumstances.

Force Majeure We cannot be held liable for circumstances beyond our control including but not limited to war, terrorism, natural disasters, government restrictions, or power failures exceeding 24 hours.

Privacy and Data Protection

Personal Information We collect and process your personal data in accordance with UK GDPR regulations. Your information is used solely for booking purposes and improving our services.

CCTV CCTV operates in public areas for security purposes. Recordings are kept for 30 days.

Marketing We may contact you with special offers unless you opt out. You can unsubscribe at any time.

Complaints and Disputes

Problems During Your Stay Please report any issues to reception immediately so we can resolve them during your visit.

Formal Complaints Written complaints should be sent within 28 days of your stay to allow proper investigation.

Governing Law These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of English courts.

Additional Terms

Children

Children under 14: £POA per night (includes breakfast)
Babies: £POA per night (includes travel cot)
Maximum 3 children per room
Children must be supervised in all areas

Group Bookings Additional terms apply to group bookings. Please see our separate group booking agreement.

Special Offers Promotional rates may have additional terms. Check your booking confirmation for specific conditions.

Changes to Terms We may update these terms occasionally. Current terms apply to all new bookings.

Cancellation Policy

Please refer to our separate Cancellation Policy document for full details on cancellations, refunds, and force majeure events.

Contact Information

Hedley House Hotel 3-6 Bootham Terrace, York, YO30 7DH Phone: 07428 917515 Email: greg@hedleyhouse.com Website: www.hedleyhouse.com

Questions? Call us on 07428 917515 - we're here to help make your stay as comfortable as possible.

BOOKING TERMS & CANCELLATION POLICY