General Terms of Business

1. Interpretation

1.1 In these General Terms of Business, the following words shall mean:-
Client – the person, firm or company making a booking or staying at the Hotel;
Company – means Castlebridge Hotels Winchester Opco Ltd.;
“Holiday Inn Wincheter” and “ANA Spa – trading name of business and hotels operated by Castlebridge Hospitality – hotels owned by Castlebridge Hotels Winchester Opco Ltd. and its subsidiaries with which the Client makes a booking;

2. Application of Terms

2.1 These terms apply to all bookings to the exclusion of all other terms and conditions except to the extent that specific terms apply for a particular booking and have been signed in writing by an Authorised Representative of the Company.
2.2 Confirmation of a booking by the Client is deemed acceptance of these terms.
2.3 The term Client and Guest shall be used interchangeably in the Terms of Business and reference to any one of them shall be deemed to include reference to the other.

3. Prices

3.1 All published rates include VAT at the current rate.
3.2 The Hotel reserves the right to alter prices for any reason up to the date of booking or up to 12 weeks prior to arrival, whichever is the later.
3.3 After such dates, prices may only be altered to reflect a change in the rate of VAT or for any other reason outside of the control of the Hotel, in which case the changes will be notified to the Client. In the latter event, the Client may cancel the booking without cost.

4. Availability

4.1 All rooms and rates offered by the Hotel are subject to availability and the discretion of the Hotel Manager.
4.2 Limited numbers of suitable rooms may be allocated to individual rates, packages, or promotions and, when these allocations are taken up, remaining available rooms may be offered to the Client at a higher price where the Client requires such rooms.
4.3 Limited amount of slots in the spa will be allocated for certain promotions, offers, or packages each day and is up to the spa’s discretion if available.

5. Bookings

5.1 We currently do not require credit or debit card to secure a booking. A credit or debit card will be required when checking in at the hotel and full payment will be taken on check-out.
5.2 For spa bookings all payments need to pay 100% booking charge to confirm and reserve the booking which can be requested by the spa over the phone, internet booking system or via link payment gateway.
5.3 All spa bookings are advised to be pre booked to avoid disappointment.

6. Arrival and Departure- Hotel stay

6.1 Bedrooms are usually available from 3pm local time on the day of arrival. However, the Hotel is not in any way obliged to make bedrooms available to Clients at this time.
6.2 Departure is by 11am local time. Failure to check out by 11am local time will entitle the Hotel to charge an additional fee.
6.3 Where possible, at times of high demand when bedrooms are not available at the check in time, Clients may Check in to the hotel and use all the Hotel facilities, subject to any rules and restrictions in place at the Hotel in respect of the use of such facilities, including but not limited to opening times, supervision of children and infants etc. whilst the accommodation is being prepared.
6.4 Clients who are aware that they will be arriving at the Hotel before 3pm local time should inform Reception prior to arrival, however, the Hotel cannot guarantee that bedrooms will be available at the time of arrival before 3pm unless booked from the previous day.

7. Car Parking

7.1 Where car parking is available at a Hotel, the Client should check details with the Hotel prior to arrival. On-site parking is generally free to Guests and other users of the hotel, although some hotels do charge – check prior to arrival. In all cases, car parking is subject to availability and cannot be guaranteed.
7.2 Where Hotels have limited or no on-site parking, Clients should check details with the Hotel prior to arrival whether off-site parking is available and whether there is a charge for such off-site parking.
7.3 The Hotel does not guarantee that a car park space will be available to Clients either at the Hotel or off-site.
7.4 The Hotel does not accept responsibility for damage to, or theft from, or theft of vehicles parked on the Hotel premises.

8. Cancellations, Amendments and Non-arrivals- Hotel stays, spa days

8.1 Where bookings have been made under the terms of our Best Flexible Rate, there is no charge, and any deposit paid will be returned, if a guaranteed reservation is cancelled at any time up to 4pm local time one day prior that the Client is due to arrive at the Hotel.
8.2 In the event of non-arrival or cancellation after 4pm local time one day prior that the Client is due to arrive at the Hotel and where the booking has been guaranteed, a charge equivalent to one night’s accommodation at the package rate at which the reservation was made will be levied. Normal terms of payment apply to these charges.
8.3 Where bookings have been made through our special promotions prepaid bookings including but not limited Advanced Purchase and Advanced Saver Rates. A deposit is required for the entire stay at the time of booking. Cancelling your reservation or failing to arrive will result in forfeiture of your deposit and Taxes may apply.
8.4 If the Hotel cancels before 4pm local time one day prior to the scheduled day of arrival, the Hotel’s liability to the Client will be no greater than the amount paid by the Client in respect of the booking.
8.5 If the Hotel cancels the booking after 4pm local time one day prior to the scheduled day of arrival, the Hotel’s liability will be limited to the charge for one night’s accommodation at the Hotel’s rate which applies at the time that the booking was made.
8.6 In the unlikely event that the Hotel does not, for any reason, have the required number and types of rooms available as per the booking, the Company reserves the right to relocate the Client to an alternative hotel of a similar standard in the same locality. The extra and reasonable accommodation expenses incurred for equivalent accommodation (for the first night only) shall at the Company’s discretion be paid by the Company. The acceptance of this alternative accommodation by the Client (which does not release the Client from its obligation to make payment to the Hotel in respect of the booking) shall be in lieu of all other liabilities or obligations which are hereby expressly excluded. The Client acknowledges that neither the Company nor the Hotel accept any liability for any loss or damage suffered by or caused to the Client in consequence of the relocation of the Client.
8.7 A cancellation number will be provided at the time of cancellation, and this should be retained for future reference.
8.8 For bookings eligible for cancellation and amendment made originally online at the Castlebridge Hospitality website can be made via the site at www.castlebridgehospitality.co.uk. When the booking is confirmed, a reservation number and access code will be supplied. This must be retained for access to the booking in the event of the need for cancellation and/or amendment.
8.9 It is strongly recommend that you take out travel insurance in the event of unforeseen emergencies or adverse weather conditions which may cause you to cancel your booking. Regrettably we cannot refund any payments made for cancellations (including “no shows”) which fall outside our normal booking terms and conditions.

9. Payment

9.1 Settlement of the bill in full, less any advance payments, must be made prior to departure from the Hotel.
9.2 Upon arrival the Hotel reserves the right to request pre-authorisation of the Client’s credit or debit card or, where payment is to be by cash, request the client to place cash up to an amount of 1.5 times the room rate multiplied by the number of nights booked.
9.3 All major credit and debit cards are accepted. Personal cheques are not accepted. Company cheques are not accepted without prior clearance. Accounts may only be forwarded for payment on completion by the Client and formal acceptance by the Hotel of an application for credit facilities, which may be withdrawn at any time. Credit facilities are not offered to private individuals.
9.4 All sums are due for payment on presentation of the invoice. In the event of any query relating to the invoice, the Client must notify the Hotel within 7 days of the invoice date and the Client’s obligation to pay all outstanding balances immediately will not be affected.
9.5 The Hotel may charge interest at a rate of 4 percentage points per year above the Lloyds Bank Limited base rate on any outstanding balance before and after judgement.
9.6 By agreeing to the terms of this Agreement you hereby expressly authorise the relevant Castlebridge Hotels Winchester Opco Ltd. to debit such sums, as are owing to it under this Agreement from your Credit/Debit card account(s). This express authorisation extends to the terms of Clauses 8, 12, 13, 16 and 19

10. Children

10.1 In the hotel children aged 15 years and under must be accompanied by a responsible adult Client at all times to ensure that the children’s behaviour is appropriate for other guests within the Hotel.
10.2 At the discretion of the Hotel, children may be excluded from certain events or promotions were deemed unsuitable or inappropriate.
10.3 18 and over to use the health and leisure facilities, anyone under the age of 18 are not permitted to use gymnasium and sun bed/tanning equipment. Clients must read and follow the conditions of use displayed at such facilities.
10.4 In the interests and safety of children, some health and leisure clubs may be subject to specific time allocations for use of the facilities by children. Clients are advised to check with the Hotel beforehand.
10.5 All spa bookings including spa days and passes are 72 hour notice if cancelled within the 72 hours is 100 % full charge.
10.6Group bookings cancelled within 2 weeks or non-attendance will incur a 100% cancellation charge.
10.8 Bookings made within 72 hours of arrival will require full prepayment and will be fully chargeable in the event of cancellation or non-attendance

Rooms for Disabled Guests

11.1 The Hotel has limited modified facilities for Guest with disabilities. As needs do vary, Guests are requested to check with the Hotel before booking.
11.2 The Holiday Inn Hotel advises disabled guests to use the hotel’s rear entrance where a wheelchair lift is located. This can be accessed via the Parchment Street car park where a disable parking space is situated.
11.3 The hotel has accessible rooms and areas and offers several accessible parking spaces.
The spa is also fully accessible via the lift adjacent to the hotel reception and features a fully accessible changing facility with direct access to the spa and spa treatment room.
For more information regarding accessibility please speak with a member of the spa team.
Please note the hydro spa does not have a hoist system.

12. Dogs and other Pets

12.1 The Holiday Inn does not accept pets with the exception of guide and hearing dogs. Clients and Guests are asked to check in advance with the Hotel for further details.
12.2 The Client is responsible for controlling their pet (including guide dogs and hearing dogs) and will be liable for any damage, soilage or injury however caused by the pet.

13. Behaviour

13.1 The Hotel reserves the right to judge acceptable levels of noise or behaviour of Clients, Guests or representatives, who must take all steps for corrective action as requested by the Hotel.
13.2 In the event of failure to comply with management requests, the Hotel may terminate the booking, stop any event immediately and / or ask the Client to vacate the Hotel premises immediately without being liable for any refund or compensation.
13.3 Smoking and the use of E-cigarettes are strictly prohibited within the Hotel bedrooms and public areas. Designated smoking areas are available in the grounds of the property. Should you smoke or use E-Cigarettes in your room the Hotel reserves the right charge you £110.00 to cover the cost of cleaning the room and for the disruption caused.
13.4 The spa is made to be a tranquil experience and reserve the right that any rowdy, drunken or miss use of the spa will be not tolerated and the management team have the right to revoke your day or experience without reimbursement,
13.5 The Spa is for over 18s only including gym, treatments, and spa.
13.6 There are no use of scrap objects, razors, glass, or items that can cause harm in the spa and spa area if found with these items in a non-appropriate way will be banned from the spa with no reimbursement,
13.7 No anti-social behaviour, rowdy or mis use of the spa your party will be removed from the spa with no reimbursement.

14. Right of Refusal

14.1 The Hotel reserves the right to refuse a Client, Guest or representative entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.

15. Discrimination

15.1 It is the policy of the Hotel not to discriminate on the grounds of race, colour, nationality, religion, sex, marital status, age, ethnic origin or disability.
15.2 Clients, their employees, guests and all sub-contractors engaged by or on behalf of the Client are expected to adhere to this policy and the Hotel may, without incurring any liability to the Client, remove from the Hotel any person or persons offending against this policy.

16. External Purchases

16.1 No wines, spirits, beers or food may be brought into the Hotel or Hotel grounds by Clients, their guests or representatives for consumption or sale on the premises without the express written consent of the Hotel and for which a charge may be made by the Hotel.

17. Comments and Complaints

17.1 Any comment or complaint regarding the Hotel should be made to the General Manager at the time of visit so that the matter can be resolved immediately. Alternatively, write within 7 days to the Hotel’s General Manager.

18. Statutory Requirements

18.1 The Hotel is subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. These must be strictly observed by Clients, their guests and representatives.

19. Liability

19.1 Other than for death or personal injury caused by the negligence of the Hotel, the Hotel’s liability to the Client is limited to the price of the booking.
19.2 Unless the Hotel is liable under the above condition 19.1, the Client indemnifies the Hotel from and against any and all liability and any claims, proceedings or damages resulting or arising from the booking, event or function, the Client, guests or any outside contractors of the Client.
19.3 The Hotel will not be liable for failure to perform to the extent that the failure is caused by any factor beyond its reasonable control.
19.4 The Hotel does not accept any responsibility for the Client’s personal property nor those of its guests, employees, representatives, invitees or contractors including gifts, presents, seminar, conference, exhibition, or other corporate presentation material or such other items brought by the Client, its employees, Guests, representatives, invitees or contractors to the Hotel (cumulatively referred to as the “Client’s Property”). The Hotel may, at the request of the Client, provide personnel to assist in carrying, directing, placing, installing or setting up (as the case may be) the Client’s Property. The Hotel will not assume custody or control of such articles, which remain on Hotel premises at the owners risk. In such an instance, the Client acknowledges and accepts that the Client shall remain responsible for the Client’s Property and shall not hold the Hotel liable in any manner whatsoever.
19.5 The Client is responsible for any damage caused to the allocated rooms, its furnishings, utensils, fixtures and fittings and equipment in such rooms by any act, omission, default or neglect of the Client, its guests, employees, representatives, invitees or contractors and shall pay to the Hotel on demand the amount required to make good or remedy any such damage.
19.6 Clients should ensure that valuables are covered by the Client’s own insurance policy. The Hotel’s liability is limited to the terms of the Hotel Proprietors Act 1956, a copy of which is available at Reception in the Hotel.
19.7 Clients must report any loss of or damage to their property immediately on discovery to the Hotel’s Management or Security, and shall make themselves available to assist with any reports made by the Hotel to the police.
19.8 Clients shall not enter areas of the Hotel that are indicated as being closed to the public. The Hotel shall not be responsible for death, personal injury or loss or damage to property suffered by a Client and their Guests in such areas.
19.9 Liability is limited to those Hotels operated and managed by Castlebridge Hotels Winchester Opco Ltd..

20. Third Party Liability

20.1 Neither the Hotel, the Company accept any liability for services rendered by third parties to Clients notwithstanding that such services may be arranged by the Hotel or the Company.
20.2 Any claim, demand, charge, suit or damages which maybe incurred by the Client or their Guests (or any person claiming thereunder) shall be made directly with such third parties and the Hotel shall render all reasonable assistance in this regard.

21. Insurance

21.1 The Client is recommended to have and is responsible for insurance to cover cancellation, curtailment, and loss of baggage, personal effects and money.

22. Data Protection

22.1 The information provided by the Client may be processed by the Company and or Castlebridge Hotels Winchester Opco Ltd., and/or the Hotel for the purposes it has notified to the Data Protection Registrar. By confirming the booking, the Client consents to this processing of the information.
22.2 View full details of our Privacy Policy.

23. Dispute

23.1 These terms will be construed in accordance with English law and the Hotel and the Client submit to the non-exclusive jurisdiction of the English courts unless the Hotel is in Scotland, where Scottish law applies and the Scottish courts will have non-exclusive jurisdiction.

24. Internet Facilities

24.1 Internet facilities are provided by third party providers. Where these facilities are available in Hotels, the Client acknowledges that there may be disruption to the connection without prior notice particularly at times of high demand. We ask guests to use this service responsibly. The Hotel shall not be liable whatsoever for any such disruption or speed to the service. The Client further undertakes not to use the facility for any fraudulent purpose or in connection with any criminal offence and in contravention of any license and will indemnify the Hotel and the Company against any claim, demand, suit, proceeding or prosecution arising therefrom.

25. Website Information

25.1 Castlebridge Hotels Winchester Opco Ltd. cannot accept responsibility for any errors or omissions and reserve the right to cancel, amend or vary the arrangements featured in the site without notice.

26. Accessibility

26.1 Castlebridge Hotels Winchester Opco Ltd. is committed to improving accessibility for all customers within our hotels and users of our Internet site. The company undertakes where possible to make all properties “reasonably compliant” with the requirements of the Disability Discrimination Act 1995.
If you require more information on disabled rooms at our hotels, please contact the hotel of your interest directly. To aid users of our website, all images on this website now carry an alternative text tag, also known as an ALT tag. To aid navigation of the website there is also a site map.

27. Membership at the Ana Spa

27.1 For the Flexible membership: Direct Debit Membership the contract term will be one month. Thereafter Membership will continue indefinitely on a monthly basis at the prevailing rate in accordance with the terms and conditions of this contract. Membership may be terminated by you giving a minimum of 30 days’ notice in writing direct to the leisure Club Manager or by emailing. Your cancellation will be acknowledged by an email or letter from the club advising of your final payment and date your membership expires. If handed into the Leisure Club Manager a receipt of cancelation, must he have requested. If no receipt is obtained the cancellation will be deemed ‘not received’, Verbal/telephone cancelation is not accepted. Your notice period begins from the first of the month after we have received your written cancellation notice. We are not obliged to refund any Membership Fees where you have not canceled Your direct debit instruction with your bank, and You have not given valid notice.
27.2 Our staff, other representatives and contractors are not medically trained and so they are not qualified to assess whether you are in good physical condition and/or that you can engage in exercise without detriment to your health, safety, comfort, or Physical condition. If we see feasible, we may ask you to provide a doctor’s note this would be at your own expense.
27.3 It is your own responsibility to warrant and represent that both on the date of your application and throughout the continuance of your Membership, that you are in good health and know of no medical or other reason that you are not capable of engaging in any exercise of your choice and that such exercise will not be detrimental to your health, safety, comfort, or physical condition.
27.4 We reserve the right to close certain areas or individual facilities in The Leisure Club for Your health & safety, repair, refurbishment, development, or other reason from time to time at our discretion without compensation to you. We will provide you with notice of any planned closures and alternative use of hotel whenever possible. If the Leisure Club and spa is entirety closed for more than 30 days, the membership will be frozen with no charge for that month.
27.5 Annual Payment membership this is an annual Membership where Membership fees are paid in full at the beginning of the contract term. A joining fee and an administration fee may be payable. Once paid you have 30 days and then the payment is non-refundable.
27.5 Termination by the Leisure Club
We may terminate Your Membership without notice if:
In Our reasonable opinion, if we see signs of injurious/ detrimental Characteristics or situations that occur in the spa we have the right to revote the membership without reimbursement.
If you have breached any terms and Conditions of this Contract our contracts or terms and conditions.
Membership fees or other charges payable under the Contract remain unpaid after the due date for payment.

You will forfeit all the privileges of Membership with immediate effect. At the date of termination any payments already made in respect of the initial contract period may be refunded at our discretion in proportion to the remaining term of your membership, after considering a 30-day notice period which will begin from the first of the month after which the termination occurred.
Appeals against any decision resulting termination Of Membership must be submitted in writing to the Hotel General Manager whose decision will be final and binding.
For full terms and conditions on membership please see our membership site.

28. Copyright

28.1 The content of each page of this Internet site is the property of Castlebridge Hotels Winchester Opco Ltd..
No part of our internet site may be reproduced, displayed or republished in any form without prior consent, except that permission is granted to a user to print or photocopy individual articles or entire pages from our Internet site, provided that this is for personal use only.
Should you require any further information or permission to use anything contained in this site, please contact the Marketing Department at Castlebridge Hotels Winchester Opco Ltd. by e-mail [email protected]
The information contained in this Internet site is provided in good faith. The use of any information from this site is entirely at the risk of the user. Castlebridge Hotels Winchester Opco Ltd. will not be liable for any costs, losses, expenses or damages (whether direct or indirect, special, economic or financial) that may be incurred through the use of any information contained in this Internet site or in any other Internet site linked from it.

29. Internet Site Security

29.1 Booking online through our Internet site is safe. Security of our site is paramount and we have invested a great deal of time and money to ensure you can have the peace of mind that your details are secure. Our online reservation system is secure and your credit card information will be encrypted.
After you have checked availability for a hotel and have clicked on “Book Online” to access the “Booking Details” page, the reservation process is secure.
If your browser is set up properly, when you first enter a secure booking page you will see the security padlock icon appear in your browser.
As there are numerous browsers and browser versions, we are unable to address each possible way to view the security of our reservation pages. However, the following is how to check security on the “Booking Details” page if you are using Internet Explorer 6.0 and above:
Right click on “Booking Details” page.
Select Properties.
Click on “Certificates” button – the secure icon will appear, and an explanation of the Certificate Properties will be displayed.

© Castlebridge Hotels Winchester Opco Ltd.