Our refund policies differ based on whether you chose a refundable or non-refundable rate for your booking. For NON-REFUNDABLE type bookings, the booking total will be charged upon receiving the reservation and is strictly non-refundable, and the credit/debit card used to book the room must be shown upon arrival. In the case of a cancellation or no show, no refund can be issued. For REFUNDABLE type bookings, the full amount of your booking will charged by the hotel 48 hours prior to your arrival in British Pound Sterling (GBP). In the case of a cancellation the guests shall be required to give a notice of at least 2 days prior to date of arrival in order to receive a refund. Failure to do so or in the event of a no show, guests will be charged the cost of the entire stay on the credit/debit card provided. Cancellations and amendment requests must be submitted to us in writing, and a written email response will be sent to acknowledge that we have received your request; automatic replies or system generated responses do not apply. As cancellations must be in writing, it is your responsibility to ensure that you receive written confirmation from us (prior to any applicable deadline); all liability for penalties lies with the customer until this confirmation is issued.

Your credit/debit card will be used to guarantee your booking. The full amount of your booking will be paid directly to the hotel on the arrival in British Pound Sterling (GBP). The hotel reserves the right to pre-authorise your card prior to arrival. For Non Refundable room type(s), the booking total may be charged in advance and is strictly non-refundable, and the credit/debit card used to book the room must be shown upon arrival. Room rate(s) inclusive of local VAT taxes.

We reserve the right to contact our customers to verify any part of their reservation details for any reason we deem necessary to complete the booking process. Therefore, it is the customers responsibility to ensure that the contact details they provide are correct and up to date, so that they can be contacted in this event, or if an issue were to arise with their reservation before the scheduled arrival. Should it become necessary for us to contact you, and your contact details are found to be incorrect or unreachable, we cannot be held responsible for any changes or cancellation(s) that occur to your reservation as a result. We also cannot be held responsible for any related expenses or liabilities that occur as a result.

We provide safes as a free service to protect your valuables. Please ask at the reception if you wish to store items in a safe, and we will provide you with a Safe Form to fill out. Each safe has only one key, which the guest must look after, and if the key is lost the guest will be liable to pay £100. The hotel accepts liability for all valuables in the reception safes, excluding losses caused by negligence by the guest or by an Act of God. The hotel reserves the right to refuse the safekeeping of items of exceptional character.

If a guest chooses not to use our safes provided, the hotel accepts limited liability for valuables that are brought into the hotel, with compensation capped as per the Hotel Proprietors’ Act 1956. The hotel is only liable to guests in cases of wilful or grossly negligent causation of damage to guest’s property breaching contractual obligations. In the event of a loss or damage to a guest’s belongings, the hotel must be notified before the guest checks out or no liability is assumed by the hotel. It is the guest’s responsibility to provide proof of fault, and if the loss occurred through the negligence of the guest, the hotel will not take liability. If a guest chooses to use our car-parking service, we will not be liable for any loss of or damage to vehicles or any property left in them regardless of whether they are parked in a car park connected to the hotel or not.

You must not damage or interfere with the hotel or its property. If you do so we may terminate your booking. Guests must bring any damage to our hotel or property to our immediate attention. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover the reasonable costs for any repair, replacement or specialist cleaning we incur if you damage our hotel or property. If you request it, we will send a breakdown of these costs to the address used for the booking.

We have limited rooms for those with restricted mobility, so we ask that you contact the hotel in advance of making a booking to ensure that we can meet your requirements. We will try to assist with any special requests, but all room bookings are subject to availability.

Guests must be aged 18 years or over to make a booking with the hotel and to stay at the hotel alone. We may require photo identification such as a driver’s licence or passport as proof of age. Failure to present this to the satisfaction of the hotel may result in termination of the guest’s booking. Guests under 18 years of age may only stay at the hotel if a parent or guardian is also staying at the hotel. Minors over 16 years of age may stay at the hotel with written authorisation from a parent or guardian, subject to the approval of the hotel’s management.

In making a booking you agree not to use the London Lodge Hotel or its facilities to conduct any activity that seeks to gain profit without prior written consent from the hotel. We may terminate your booking and retain any money paid to us for such booking if we believe that you are in breach of this provision. We reserve the right to refuse a guest entry if the guest is suffering from an infectious disease, is under the influence of alcohol or drugs, is likely to engage in unlawful activity, is acting in a threatening, abusive or otherwise inappropriate manner and/or is a threat to the health and safety of our team members or guests before, during or after their stay.