Hotel Sunnyside Booking 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 Hotel Sunnyside and ‘you’ refers to the individual making the booking (or ‘the Party Leader’).

YOUR CONTRACT

(1a) Our acceptance of your initial payment forms a contract between Hotel Sunnyside 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 details of yourself and confirm that you have accepted the booking conditions on behalf of all persons in the party. You will also be responsible for the full 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.

BOOKING, PRICES, AND PAYMENT

(2a) To reserve a room you are required to make a deposit payment of £25 per person.

(2b) A £5 booking fee is applicable on all telephone bookings and is payable with the initial deposit payment. No booking fee is applied to online bookings.

(2c) After the deposit payment has been taken to reserve your room(s), the balance will be debited 4 weeks prior to arrival from the credit/debit card registered at the time of booking. You will receive a payment reminder email 5 weeks prior to arrival. In agreeing to these terms and conditions, you are authorising us to debit the balance payment from the registered card. Should you wish to make payment with an alternative card, please advise before the 4 week balance payment date.

(2d) If the balance payment transaction is declined for any reason, we will contact you by telephone to arrange alternative means of payment. If no payment is received with 72 hours of this telephone call, it will be deemed that you wish to cancel the booking and the booking will be terminated with the loss of the booking deposit and booking fee.

(2e) All online bookings will require the full balance to be paid at the time of booking.

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

(2g) All deposits and booking fees paid are strictly non-refundable and non-transferable. We recommend that personal holiday insurance is taken out to cover any cancellations.

(2h) 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.

(2i) In order to qualify for a particular offer, you must send proof of status (i.e. copy of NUS card) and quote the applicable offer code.

(2i) We reserve the right to periodically review our room prices. Any increase in prices will be advertised accordingly. All prices quoted are inclusive of VAT.

(2j) 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 through the post as a means of payment. We can only accept one credit/debit card transaction.

(2j) Whilst we endeavour to accommodate all special requests, we cannot issue a guarantee.

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

(2l) All persons under the age of 18 who will be unaccompanied by a parent or legal guardian must obtain prior permission of the management before booking. All such bookings will be subject to our U18 Booking Conditions (available on request). Our U18 Booking Conditions form part of these booking conditions.

(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) Bookings of 2 or more rooms are deemed as being a group booking.

(3b) Whilst we are not a dedicated groups hotel, we do welcome bookings from well behaved and responsible groups. All group bookings are subject to our Group Code of Conduct (available on request). Our Group Code of Conduct forms part of these booking conditions.

(3c) For all group bookings, we ask for a completed rooming list at least 7 days prior to arrival. A rooming list form will be sent to you with your final booking confirmation. Please be aware that should we not receive your rooming list before your arrival, your check-in will be delayed until such time all details have been provided.

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

PRE-AUTHORISATION

(4a) We reserve the right to request a credit card pre-authorisation (‘pre-auth’) on arrival to act as a security deposit during your stay. The standard pre-auth amount is £30 per person. In the event of a stag or sports club group booking, we will ask for a pre-auth of £50 per person. The total amount required will be confirmed on your final booking confirmation.

(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 are the preferred form of pre-auth, we can accept MasterCard Debit, Visa Debit, and Delta. We cannot accept Visa Electron, Maestro/Switch, Solo, or cash as a form of deposit.

(4d) The pre-auth covers damage within your booked room(s) and to hotel property (including bed linen and 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. Naturally, we want you to have an enjoyable stay, however, this cannot be at the expense of other guests or staff.

(4e) The pre-auth is released on the day of departure (or the next working day) 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.

WHILST STAYING AT HOTEL SUNNYSIDE

(5a) Check-in time is 3pm. Unfortunately, we cannot guarantee that any rooms will be available before this time.

(5b) Check-out time is 10am. We kindly ask that you vacate your room by this time or an additional charge will be incurred:

10am-11am: 25% of the room rate

11am-12pm: 50% of the room rate

After 12pm: Full room rate

(5c) Only those named on the booking form may stay at Hotel Sunnyside. Visitors may use our bar and restaurant but are strictly prohibited from entering any of the bedrooms or using any other hotel facility. Should we find an unregistered guest has stayed in your room or any room booked as part of your group booking, a charge of £20 (per overnight guest) will be applied against the pre-auth.

(5d) Whilst we do have our own dedicated car park, spaces are limited and available strictly on a first come, first served basis. 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 complimentary to hotel guests.

(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) 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.

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

(5h) 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 vehicle.

(5i) All bunk beds are 80 inches (6½ foot) in length.

(5j) We do not carry out an automatic daily maid service. An optional service is provided for all guest rooms between 9 am and 12 midday. This service is free of charge, however, guests must book a room service with reception before 8 pm the previous day. No requests can be taken on the day. Rooms are checked daily to ensure waste bins are emptied and to re-stock room amenities as standard.

(5k) Towels are provided in our standard rooms and sea view rooms only. Towels are available to hire for £1 per towel for guest staying in our bunk rooms.

(5l) Television remote controls are available for our standard rooms and sea view rooms with a £5 deposit.

(5m) The bar, restaurant (to include breakfast), surf school, elevator, and games room are subject to restricted opening hours during our low and mid seasons. 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.

(5n) Breakfast must be booked in advance during our low and mid seasons.

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

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

(5q) 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 pre-auth.

(5r) We reserve the right to impose a cleaning charge against the pre-auth for excess cleaning duties required in a guest room.

(5s) 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 £50 charge against the pre-auth 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.

(5t) 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 pre-auth. In the event that the pre-auth is waived or should any problems be encountered when completing the pre-authorisation, we reserve the right to debit any registered credit/debit card as used during the booking process. 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.

(5u) Lost property will be kept by the Hotel for 14 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.

IF YOU CHANGE OR CANCEL YOUR BOOKING

(6a) Any major alteration or amendment to a booking (i.e. change of dates) after the initial booking acknowledgement has been issued will be subject to a £10 administration charge. All notification of changes to your booking must come from the individual who made the booking/Party Leader in writing from his/her registered email account.

(6b) We must be notified of any minor amendment (i.e. change of address or party members) at your very earliest convenience. There will be no charge for minor amendments.

(6c) 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 party who is not detailed on the submitted rooming list, he/she may not be able to stay.

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

(6e) If you have made a full balance payment and cancel with more than 4 weeks notice, the amount paid less the deposit and booking fee will be refunded immediately once we have received written notification of your cancellation. In the event you have taken advantage of a special offer and have made a full balance payment, the terms and conditions of that particular offer will determine whether any refunds are available.

(6f) 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.

(6g) 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 the above conditions.

(6h) 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).

(6i) Should you be forced to cancel a room within a group booking, the same booking conditions will apply and no refunds will be available for that particular room. All booking deposits paid are strictly non-transferable. In the event that a room is rebooked by us after a cancellation, the same conditions apply and 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 behavior 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 a full balance payment before the 4 week deadline, your booking will be terminated with the loss the deposit and booking fee paid.

(7c) Should you not be able to satisfy the pre-auth when requested, unfortunately, we cannot allow you to stay and the booking will be terminated.

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. We welcome your feedback in order to improve our service, but we kindly request that this is directed through the correct channels in an appropriate and constructive manner.

(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. In the event of road works which restrict vehicle access to the hotel, we will always endeavour to advise you in advance.

(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.