Terms and 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 (‘Lead Guest’).

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 Lead Guest’) to ensure that every member of the group 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 Lead Guest and the same booking conditions apply.

(1d) All booking notification 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 We cannot accept failure to adhere to our booking conditions due to incorrect contact details or inactive/superseded email accounts as per condition 2g.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) No booking fee is applied to telephone bookings using a debit or credit card.

(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 voucher link via email within 24 hours of booking. Your booking voucher will document 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 voucher within 24 hours of booking, please notify us immediately. We cannot accept responsibility for any errors concerning your booking after a period of 24 hours after booking. Room rates/booking details cannot be adjusted after the 24 hours cut-off time. The rate as detailed in your booking voucher 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) All rates are based on full room occupancy. We do not offer single supplements or child rates. Online travel agent or voucher promotions offering per person rates are subject to full occupancy being achieved in the booked room.

(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 or a cheque as a means of payment. We can only accept one credit/debit card transaction per booking.

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

(2l) Should you need a room for persons with special requirements, please contact us at your earliest opportunity. The hotel does not offer a passenger lift. All guest rooms are accessible via stairs only.

(2m) We are unable to accept a booking from any person under the age of 18. We are also unable to allow any person under 18 (at the time of the stay) stay without a parent or responsible adult. Booking under false pretences 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.

(2n) 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.

(2o) We are unable to accept an online booking for a car parking space alone (without accommodation). In this instance, the booking will be cancelled and all monies paid refunded.

(2p) The Group Leader Stays Free offer is based on on a confirmed package booking of 12+ people staying in 3 or more quad budget rooms. The GLSF offer does not apply to sea view rooms or a non-package booking. The GLSF offer is not applied when we cannot offer the required 3 x quad budget rooms from the current availability. Should the confirmed group size be less than 12 (at the balance payment stage) or if you are forced to change your booking not to include 3+ quad budget rooms, the free place will be removed from the booking.

(2q) Bookings made through 3rd party websites, or Online Travel Agents (OTAs), such as Booking.com and Laterooms.com are subject to their own terms and conditions and payment policy. Bookings made through OTAs, unless detailed otherwise, are accepted by the Hotel on a non-refundable and non-amendable basis with payment in full at the time of booking. Once a booking is received by us via an OTA, the applicable payment will be taken in full and the booking becomes strictly non-cancellable and non-amendable. This payment policy voids our own payment policy for bookings made through www.sunnyside.co.uk or via the hotel direct. No cool-off period is offered. The Hotel cannot accept responsibility for any incorrect information as displayed on 3rd party websites.

(2r) We cannot take any responsibility for claims with respect of 3rd party activity providers. Certain activity providers may insist you sign an insurance indemnity and waiver form; therefore you participate at your own risk.

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 please be advised that you will be required to complete an advance settlement of the security bond (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 bond.

(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 pretences 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 Policies. These additional terms 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 BOND/PRE-AUTHORISATION

(4a) All bookings at Hotel Sunnyside are subject to a card pre-authorisation (‘pre-auth’) to act as a security bond during your stay. The standard security bond amount is £30 per room, although £30 per person (capped at £500) will be requested for all single-sex multi-occupancy and group bookings (as one amount).  We request the security bond 48 hours prior to your arrival.

(4b) If you have made a booking for 1 x room (i.e. the security bond amount is £30 only) we can process the transaction before your arrival from the details provided on booking.  All card details are securely retained in accordance with PCI DSS requirements.  If you would prefer to settle the security bond on an alternative card and/or settle the bond over the telephone, please advise us before the 48 hour date.

(4c) If you have made a group booking (for 2+ rooms), we will contact you 48 hours prior to your arrival to request the security bond over the phone.  A reminder email will be issued 5 days prior to your arrival.

(4d) 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.

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

(4f) We can only accept one security bond per booking. We cannot allow separate card transactions as settlement of the security bond. Any group member may act as the cardholder for the security bond. We cannot accept a security bond from a person not staying as part of the respective booking. This includes a booking where the Lead Guest (person who made the booking) is not actually staying at the hotel.

(4g) The security bond is in place primarily as a form of key deposit. However, the security bond also covers smoking within the hotel, damage to hotel property (including bed linen and hired towels), and guest 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 as a courtesy to others.

(4h) The pre-auth is cancelled by us on the day of departure providing all room keys have been returned and that there has been no cause for complaint. The pre-auth can ONLY be cancelled after all rooms have been checked and once every member of the party has vacated the hotel. For group bookings, we recommend that the Lead Guest accompanies the member of staff during the room inspections to avoid any possible dispute after departure. Please be aware that it will generally take 3-5 working days for the funds to be made available for use after we instruct a cancellation.

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 at £10 per room for arrival 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 £50 (applied against the security bond). When possible, we can offer a pre-arranged late check-out to depart by 12pm midday for £20 per room. This must be booked by the day before your day of departure.

(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 bond.

(5d) We reserve the right to request photo ID (passport or photo driving licence only) at check-in to confirm guest names. We also request photo ID for all guests who appear under the age of 21 in support of our over 18s policy (as per 2m).

(5e) 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 £5 per space per day. All vehicles are left at the owner’s risk. We cannot accept any responsibility for any damage caused to a vehicle parked in our car park.

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

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

(5h) 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.

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

(5j) 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.

(5k) 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.

(5l) 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.

(5m) The bar, No.5 Coffeehouse, surf school,and games room are subject to restricted opening hours outside our high season. We do not accept the provision of the aforementioned facilities as a contractual part of any booking.

(5n) Newquay Surfing School operates as an independent company from Sunnyside Hotel Ltd. We cannot take any responsibility for complaints arising from this service.

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

(5p) 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 bond.

(5q) We reserve the right to impose a cleaning charge against the security bond 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.

(5r) Hotel Sunnyside is a non-smoking establishment. We reserve the right to impose a £75 charge against the security bond 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.

(5s) 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 bond. In the event that the security bond 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 Lead Guest 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.

(5t) Lost property is kept by the Hotel for 90 days before it is discarded. For the return of left items, please go to http://www.parcel2go.com/to organise collection from the hotel and delivery. You must use CityLink as the courier. We will cover the packaging of smaller items, however, larger items will incur a charge at cost.

(5u) At check-in all guests are issued with one key each. All guest room keys must be returned at check-out. Any key not returned at check-out 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 (having not made us aware on check-out), an email will be sent to the Lead Guest 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 bond. If a missing key is found after departure and after payment has been taken on check-out, we can refund the charge less £1 to cover credit card charges. A refund of £19 will be actioned on the condition that the key is returned with 48 hours as above. If a cash payment was taken to cover the lost key, we ask that you also enclose a stamped addressed envelope.

(5v) 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.

(5w) 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 the 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, we ask that you contact us at your very earliest convenience to discuss. We reserve the right to apply an administration fee for a change to your booking.

(6b) In the event that a person within your group 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 cancellation fee 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 Lead Guest 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 Lead Guest 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 Lead Guest 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 amend or cancel your booking. We will refund all monies paid less a £10 administration fee. All amendments and 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 do not offer a cool off period when bookings are made within 72 hours of arrival.

(6i) Should you cancel your booking once the balance payment has been made, we regret that no refund is available. This includes the cancellation of booked parking, breakfast, and room amenities.

(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. This includes any persons added to the booking after the balance payment has been made. We strongly recommend that the Lead Guest obtains the full applicable balance amount from all group members prior to making the balance payment to us to cover such a cancellation.

(6k) 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).

(6l) 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.

(6m) We recommend taking out travel insurance to cover you in the event of a full booking cancellations.

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 bond, 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.