Terms & Conditions

Please read through the following booking conditions carefully.

The booking conditions as below apply to all bookings at Hotel Sunnyside. In the booking conditions, 'the Company', 'we', and 'us' refers to Sunnyside Hotel Ltd. (t/a Hotel Sunnyside) and 'you' refers to the individual making the booking ('Party Leader').

Your Contract

(1a) Our acceptance of your initial payment forms a contract between Sunnyside Hotel Ltd. and the person making the booking. You are deemed to accept these booking conditions. No other conditions will apply to this contract unless confirmed by us to you in writing.

(1b) When booking on behalf of other people or on behalf of a group, it is the responsibility of the person making the booking (‘the Party Leader’) to ensure that every member of the party has read and fully understood all the booking conditions.

(1c) At the time of booking, you will be required to provide your personal details and confirm that you have accepted the booking conditions on behalf of all persons in the party. You will also be responsible for any balance payment of the booking. We will send all correspondence to you and will consider you responsible for keeping all party members informed. We cannot discuss the booking or enter into communication with any other member of the booking or 3rd party. In the event that the booking is being made on behalf of someone else, and the person making the booking is not actually staying at Hotel Sunnyside, that person is still deemed the Party Leader and the same booking conditions apply.

(1d) All booking confirmation and payment-related correspondence from us is sent via email. It is your responsibility to ensure all such emails are read and adhered to in accordance with these booking conditions. Unless informed otherwise, it will be deemed by us that all emails have been received and understood. We cannot accept failure to adhere to our booking conditions due to incorrect contact details or inactive/superseded email accounts as per condition 2g.

Booking

(2a) To reserve a room(s) you are required to make a non-refundable deposit payment of 25% of the total booking value.

(2b) A £3 booking fee is applied to all telephone bookings. No booking fee is applied to online bookings.

(2c) After the deposit payment has been paid to reserve your room(s), the 75% balance is payable 4 weeks prior to arrival. You will be sent a balance reminder email 5 weeks prior to arrival.

(2d) Once you have made the required deposit payment, your credit/debit card details will be stored securely in accordance with PCI-DSS compliance regulations. In our 5 week reminder email we will request the security code of the registered card to allow us to process the balance payment. In agreeing to these terms and conditions, you are authorising us to debit the balance payment from the registered card at this time. Should you wish to make payment with an alternative card, please advise us on receipt of the 5 week balance reminder email. We must receive confirmation of your security code (or alternative card details) at least 4 weeks prior to arrival.

(2e) If we are unable to process the balance payment for any reason on the due date, we will contact you via email to arrange alternative means of payment. If no payment is received within 72 hours of our email, it will be deemed that you wish to cancel the booking and the booking will be terminated with the loss of the deposit paid.

(2f) All bookings made within 4 weeks of the start of your stay will require the full 100% balance to be paid at the time of booking.

(2g) On receipt of your initial payment we will send you a booking confirmation via email within 24 hours of booking. This will note the details of your booking and also act as an invoice for any outstanding balance. If any details are incorrect you must advise us immediately. If you do not receive a booking confirmation within 24 hours of booking, please notify us immediately. We cannot accept responsibility for any errors concerning your booking after a period of 48 hours after booking. Room rates/booking details cannot be adjusted after the 48 hours cut-off time. The rate as detailed in your booking confirmation will prevail.

(2h) We reserve the right to periodically review our room prices. Our pricing model may determine a fluctuation in advertised rates in accordance with demand/availability. All prices quoted are inclusive of VAT.

(2i) We accept payment through credit/debit card only. We accept Visa Credit, Visa Debit, Visa Electron, MasterCard, Switch/Maestro, and Solo. Please do not send cash or a cheque through the post as a means of payment. We can only accept one credit/debit card transaction per booking.

(2j) Whilst we endeavor to accommodate all special requests, we cannot issue any such guarantees.

(2k) Should you need a room for persons with special requirements, please contact us at your earliest opportunity.

(2l) We are unable to accept bookings from unaccompanied persons (by a parent or guardian) under the age of 18. Booking under false pretenses will be deemed a breach of our booking conditions and the booking will be terminated with immediate effect. All monies paid are non-returnable in this instance.

(2m) All bookings are made in good faith. In the unlikely event that your booked room is made unavailable, we will endeavor to find alternative accommodation nearby at a price and a standard similar to Hotel Sunnyside. In this instance, all monies will be refunded with immediate effect. You will be responsible for paying for all charges for the alternative accommodation provided.

Group Bookings

(3a) A booking containing 2 or more rooms is deemed by us as being a group booking.

(3b) For all group bookings, we ask for the names of all group members at least 7 days prior to arrival.

(3c) When making a group booking pleased be advised that you will be required to complete an advance settlement of the security deposit (as below). In this instance, you will be contacted 48 hours prior to arrival and asked to provide credit card details in order to satisfy the full amount of the security deposit.

(3d) In the event of a larger group booking, we may request an estimated time of arrival and arrange a dedicated group check-in accordingly.

(3e) We accept stag, hen, and sports groups, however, we reserve the right to limit such bookings at certain times of the year. Booking under false pretenses will be deemed a breach of our booking conditions and the booking will be terminated with immediate effect. All monies paid are non-returnable in this instance.

(3f) All stag group bookings are subject to our group booking House Rules. Our House Rules form part of these booking conditions. Should we deem it necessary, the same conditions will be applied to other single-sex group bookings (of a different nature). This will be confirmed by us on acceptance of your booking.

Security Deposit/Pre-Authorisation

(4a) We reserve the right to request a credit card pre-authorisation ('pre-auth') to act as a security deposit during your stay. The standard security deposit amount is £30 per person. Generally this will be requested on arrival, although a condition of our acceptance of a group booking requires you to settle the security deposit in full at least 48 hours prior to arrival.

(4b) The pre-authorisation process will not debit your account but the funds will be held for us by your card issuer until such time as we instruct a cancellation. The pre-authorised amount will therefore be made unavailable to you during your stay. We can only accept one pre-auth per booking.

(4c) Whilst Visa Credit and MasterCard Credit are the preferred form of security deposit, we can also accept Visa Debit and Delta. We cannot accept Visa Electron, Maestro/Switch, Solo, cash, or cheque as a form of deposit.

(4d) Any group member may act as the cardholder for the security deposit. We cannot accept a security deposit from a person not staying as part of the respective booking. This includes a booking where the Party Leader (person who made the booking) is not actually staying at the hotel.

(4e) The security deposit covers damage within your booked room(s) and to hotel property (including bed linen and hired towels), smoking (within your booked room(s) and elsewhere in the hotel), and disruptive behaviour. Whilst staying at Hotel Sunnyside we kindly ask that you respect your fellow guests, hotel staff, hotel property, and all 3rd parties. We pay particular attention to noise and do expect noise to be kept to a reasonable level after 10pm.

(4f) The pre-auth is released on the day of departure (or the next working day) providing there has been no cause for complaint, and after all rooms have been checked and once every member of the party has vacated the hotel. We recommend that the Party Leader accompanies the member of staff during the room inspections to avoid any possible dispute after departure. Please be aware that your card issuer may take several days to make the funds available to you after we instruct the release. We cannot be held responsible for the pre-authorised funds once released back to your card issuer.

Whilst Staying at Hotel Sunnyside

(5a) Check-in time is 3pm. Unfortunately, we cannot guarantee that any rooms will be available before this time. When possible, we can offer an early check-in fee of £5 per person between 12pm – 3pm.

(5b) Check-out time is 10am. We kindly ask that you vacate your room by this time. Failure to vacate your room by 10am, as an unauthorised late departure, will incur a charge of £20 per person against the security deposit. When possible, we can offer a pre-arranged late check-out to depart by 12pm midday for £5 per person.

(5c) Only those named in the booking may stay at Hotel Sunnyside. In view of security, visitors are strictly prohibited from entering any of the hotel guest rooms. Should we find an unregistered guest has stayed overnight in your room or any room booked as part of your group booking, a charge of £50 (per visitor) will automatically be applied against the security deposit.

(5d) Whilst we do have our own dedicated car park, spaces are limited. Alternative parking is available nearby in both residential areas and public car parks. The Company cannot guarantee parking spaces and does not accept the provision of parking facilities as a contractual part of any booking. Parking in our car park is charged at a rate of £3 per space per day.

(5e) All persons leaving a vehicle in the hotel car park will need to register it at check-in and obtain a car park permit. All unregistered vehicles found will be issued with a parking ticket or clamped. This service is carried out by a 3rd party and Hotel Sunnyside will have no control over its operation.

(5f) We cannot allow any guest or visitor to sleep overnight in a vehicle parked in our car park.

(5g) The Company shall not be held liable in the event that accommodation, services, or any advertised activity is not available due to circumstances beyond its control.

(5h) Management reserve the right to enter any room at any time, whether the room is occupied or not.

(5i) You use the hotel and its facilities at your own risk. The Company cannot accept liability for the loss or damage in respect of your personal possessions or a vehicle. Please do consider this point before taking any valuable items with you. All items left in our care (including in our luggage store) are done so exclusively at the risk of the owner.

(5j) We operate a 'pay for what you need' tariff concept, with a base accommodation rate and the option to add extra room amenities (as below) to your booking as required. We cannot guarantee availability of room amenities unless booked in advance.

(5k) As part of our tariff concept, we do not carry out an automatic daily maid service. An optional chargeable service is provided for all guest rooms between 9 am and 12 midday. Rooms are checked daily to ensure waste bins are emptied and to re-stock room amenities as standard. Guest towels, hot drink making facilities, and toiletries are also not provided in our guest rooms as standard.

(5l) The bar, Breakfast Room, surf school, elevator, and games room are subject to restricted opening hours outside our high season. The elevator service does not operate at night. We do not accept the provision of the aforementioned facilities as a contractual part of any booking.

(5m) The surf school (Newquay Surfing School) is leased from Sunnyside Hotel Ltd. and operates as an independent company. We cannot take any responsibility for complaints arising from this service.

(5n) We do not accept pets other than guide dogs.

(5o) We ask that any breakages are reported and paid for at reception within 24 hours. Failure to do so will result in all charges being made against the security deposit.

(5p) We reserve the right to impose a cleaning charge against the security deposit for excess cleaning duties required in a guest room. A similar charge will apply against a guest whose actions have resulted in excess cleaning to a corridor/public area.

(5q) Hotel Sunnyside is a non-smoking establishment. A smoking area is provided for guests on the hotel terrace. We reserve the right to impose a £75 charge against the security deposit where there is evidence of smoking within a booked guest room (including out of room windows) or against an individual found to have been smoking within the hotel.

(5r) In the event of any damaged sustained/smoking within your booked room(s) or to hotel property as detailed above, we will charge the applicable amount of loss sustained by Hotel Sunnyside, including business interruption losses, against the security deposit. In the event that the security deposit is waived or should any problems be encountered when completing the pre-auth, we will contact you to request immediate settlement of the costs incurred. Should further problems be encountered, we will pursue the matter through the civil courts. The Party Leader remains responsible for all rooms booked under his/her name. All damage/smoking charges are checked and authorised by the Duty Manager. A price list of replacement guest room items is available on request.

(5s) Lost property will be kept by the Hotel for 90 days before it is discarded. The return of smaller lost property items (mobile phones/clothing/shoes etc) is charged at a rate of £5 per item. Larger items will be subject to an additional postage charge.

(5t) At check-in all guests are issued with one key each. All guest room keys must be returned at check-out. Lost room keys will incur a charge of £20 (per key) whether left in our care or not during your stay. In the event that a room key is not returned on departure, an email will be sent to the Party Leader on the day of departure requesting the key be returned by recorded delivery within 48 hours. Should the key not be returned within that time, a £20 charge as above will be applied against the security deposit.

(5u) At check-in all guests are issued with a guest card. You will be asked to keep this card on your person at all times to confirm residency at the hotel. Replacement guest cards will be charged at £1.

(5v) We do not allow surfboards, body boards, or bicycles to be taken to or stored in our guest rooms. All items can be stored in our surf school free of charge. Please be aware that the Company cannot accept liability for the loss or damage in respect of your personal possessions. We urge you to consider this point before taking any valuable items with you.

If You Change or Cancel Your Booking

(6a) Should you be forced to change the dates of your booking for any reason after the initial booking confirmation has been issued, a £20 administration charge will be applied to your booking. We reserve the right to change the new accommodation rate to the applicable full tariff rate. The special offer or discounted rate that you may have booked at initially cannot be carried over with respect of the new date.

(6b) In the event that a person within your booking is unable to stay for any reason, we will try to reconfigure accordingly. The balance will be adjusted as per the revised room allocation, however, a £20 per person administration charge will apply when a booking reduces in member size. In the event that we are unable to reconfigure the booked room allocation (i.e. we are fully booked in a particular room type), we will be unable to amend the booking and the prevailing balance will stand. We strongly recommend that the Party Leader obtains payment from all party members prior to booking to cover such a cancellation.

(6c) If you add a person to a confirmed group booking, we reserve the right to charge the additional person at the applicable full tariff rate. The special offer or discounted rate that you may have booked at initially cannot be carried over with respect of the additional person.

(6d) We must be notified of any change to contact details or change to group member names at your very earliest convenience.

(6e) All notification of changes to your booking must come from the Party Leader in writing from his/her registered email account.

(6f) Should you arrive at Hotel Sunnyside without informing us of a change to your booking, your booking may be terminated with loss of all monies paid. Should anyone arrive with your group who is not listed on the submitted information, he/she may not be able to stay.

(6g) If, for any reason, you wish to cancel your booking, the Party Leader must inform us in writing from his/her registered email account. We cannot accept a cancellation by any other means.

(6h) We allow a 24 hour grace or ‘cool-off’ period (from the time of booking) should you wish to change or cancel your booking. We will refund all monies paid less a £10 administration fee. All cancellations after 24 hours of booking will be subject to these booking conditions. All deposits paid are strictly non-refundable when a booking is cancelled after the cool off period. We can not offer a cool off period when bookings are made within 72 hours of booking.

(6i) Should you cancel your booking with less than 4 weeks notice, once the balance payment has been made, we regret that no refund is available.

(6j) Should you inform us that a person within your group booking is unable to stay for any reason with less than 4 weeks notice, once the balance payment has been made, we regret that no refund is available. We strongly recommend that the Party Leader obtains the full applicable balance amount from all group members prior to making the balance payment to us to cover such a cancellation.

(6k) All breakfast payments and surfing deposits paid to Hotel Sunnyside are non-returnable and non-transferable in the event of a cancellation after the balance has been paid.

(6l) Should you decide to leave Hotel Sunnyside before the booked departure date for any reason, no refund will be available for the remaining night(s).

(6m) In the event of a cancellation of a special pre-paid rate, when the full balance has been paid in full at the time of booking, no refunds will be made available.

Is There Any Way My Booking Can Be Terminated?

(7a) The Company reserves the right to terminate without notice the booking of any customer whose behaviour is such that it is likely, in our reasonable opinion, to cause distress, damage, or annoyance to any other customer, employee, 3rd party, or to hotel property.

(7b) If you fail to make the balance payment in full by the 4 week prior to arrival deadline, your booking will be terminated with the loss the deposit paid.

(7c) Should you not be able to satisfy the security deposit, unfortunately, we cannot allow you to stay and the booking will be terminated. No refund will be made available in this instance.

Complaint Procedure

(8a) We always aim to provide you with the best stay possible. However, in the unlikely event that a problem should arise we kindly ask that you inform us immediately. By following this procedure you will enable us to deal with the situation effectively and promptly.

(8b) We cannot accept responsibility for events outside the hotel which may affect your stay with us. No monies can be returned in this instance.

(8c) We regret that we cannot accept liability for any complaints after you have left Hotel Sunnyside.

Data Protection

(9a) We will retain your personal information which you provide at the time of booking. This information will not be passed on to any 3rd parties, other than when required by law.

Please note all bookings are subject to our booking conditions. Should an inaccuracy be displayed on our website, the terms as stated in the booking conditions will prevail.