Booking Terms & Conditions

1. Brochure/Advertised Prices
Please note that all prices shown are inclusive of VAT at the prevailing rate on 1st December 2020. In the event that this rate changes or VAT has to be applied to the travel element of your holiday, we reserve the right to vary our prices accordingly and re-invoice you at the new rate.

2. General
A: Please note that a contract is not made until acceptance of the booking by us or our booking agents in writing.
B: All bookings are subject to these Conditions of Booking and to availability.
C: It is the responsibility of all customers to notify us or our booking agent of any illness, physical incapacity or situation that may affect our ability to honour the contract at time of booking or at time of travel.
D: Please check your booking confirmation carefully and notify us of any errors within 10 days of receiving your confirmation. Any changes that are required beyond 10 days may be subject to charges.

3. Cancellation of your holiday
It may be necessary for you to cancel your holiday due to changes in circumstances, accident or illness. If you have holiday insurance, you may be able to claim back any cancellation fees although some pre-diagnosed medical conditions may not be covered. Please refer to the Insurance Certificate for full details. As soon as you know that you will need to cancel the holiday, immediately ring the Abbey Lawn Hotel on 01803 299199.

4. Cancellation & Amendment Charges
Cancellation Charges are calculated from the date that your instructions are received. All bookings cancelled within 48 hours of arrival will be charged 100% of the booking value.
Amendments to holiday dates will be treated as a cancellation and the normal cancellation charges will apply.

5. Cancellation Following Arrival
If you have not arrived at the hotel by 10pm the day your holiday is due to commence, we will assume the holiday is cancelled. Please note that the total holiday cost will be retained.

6. Our price promise
We guarantee that there will definitely be no surcharge except as a results of Government action, e.g. an increase in VAT. The price of your holiday will be as agreed and shown on your Booking Confirmation for your party size and for the accommodation you choose, plus any supplements and insurance chosen. From time to time, you may find that prices are reduced for “Last Minute” offers. We reserve the right to reduce prices when necessary to fill our hotels without offering a refund for earlier bookings.

7. If we change your holiday
It is unlikely that we will have to make any changes to your holiday arrangements but where this is necessary we will do our best to advise you before arrival. If a major change such as changing your hotel and/or destination, date of arrival or duration becomes necessary, we will inform you as soon as is reasonably possible. You will then have the choice of either:
A: accepting the alternative arrangements as notified.
B: choosing another available holiday from us at the advertised price.
C: cancelling your holiday.
If you choose (A) or (B) we will pay you compensation as shown below. If you choose C: we will refund all the money you have paid to us plus compensation as shown below. However in no case will we pay compensation if the change is due to an event listed in “Important Notice” shown below.
Period before arrival date when a major change is notified to you
More than 2 days’ notice – Nil
2 days or less notice - £25 Abbey Lawn Hotel voucher per booking.

IMPORTANT NOTICE
Compensation payments do not apply to changes caused by reason of industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government or similar events beyond our control.

8. If we have to cancel your holiday
In rare circumstances we may have to cancel your holiday. Very exceptionally, this may arise as a result of the minimum number of bookings required for the holiday to take place not being achieved. In such cases, we shall inform you of cancellation as soon as possible. In all cases, we would then return to you all money you have paid or will offer you an alternative holiday of comparable standards. Whichever you choose, we will pay compensation as shown in condition 7 above. However Daish's Abbey Lawn Hotel Ltd, its servant or agents can accept no liability for any other costs that may arise from such cancellations.

9. Limitation of Liability
Daish's Abbey Lawn Hotel Ltd, its servants and agents will not be liable for any personal injury, death loss or damage sustained to or by guests or their property unless such loss or damage arises from the negligence of Daish's Abbey Lawn Hotel Limited, its servants or agents. For all claims other than death or personal injury, which result from the non-performance or improper performance of the contract by us, liability to each claimant is limited to the total cost of the holiday (less insurance costs on a travel included holiday or less travel and insurance costs on any other holiday) per person.
The above maximum commensurate with all the relevant circumstances. We and our agents shall not be responsible to you for damages or compensation in circumstances set out in the Important Notice above. We will not be liable to you for damages or compensation unless you despatch a written complaint to Abbey Lawn Hotel, Scarborough Road, Torquay TQ2 5UQ within 14 days of the end of the holiday supplied by us and we will not be liable to you in respect of any breach of contract not mentioned in your written complaint. This limitation is imposed in order to allow us the opportunity to verify such complaints as may be made.

10. Special Requests
Although we do our best to accommodate any special requests such as preferred rooms, we are unable to guarantee any request. Therefore we regret we cannot accept bookings which depend on any specific requests being granted.

11. Complaints Procedure
We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur. If they do please tell the hotel reception or duty manager immediately while you’re staying with us and we will respond as soon as possible. If any reported matter is not resolved during your stay, please notify us in writing within 21 days of the end of your stay to Customer Services, Abbey Lawn Hotel, Scarborough Road, Torquay TQ2 5UQ. We are only able to take action on any complaints that have brought to the reception or duty managers attention during your stay so that we have the opportunity to solve any problems experienced fairly and effectively. Complaints can only be received by those on the booking.

12. Lost Property
Any items left behind at our hotels will be forwarded by post for a small handling fee to cover the postage & packing costs.

13. Smoking
The Abbey Lawn Hotel is non-smoking throughout. A minimum charge of £100 will be made to cover cleaning and other costs in all situations when a guest fails to comply with this requirement. We also reserve the right to ask any guest found in breach of this requirement to leave the hotel immediately. No refund or compensation will be payable in this event.

14. Damage to Hotel Property
We reserve the right to charge any guest the appropriate costs to cover the cleaning, repair or replacement of any item in the hotel following damage to said item by the guest, howsoever it may be caused.

15. Customer Conduct
Rude, abusive or inappropriate conduct towards other guests or Abbey Lawn staff will not be tolerated either in person or via telephone. Anyone acting in this way may have their holiday cancelled in advance, or be asked to leave the hotel.

16. Pets
Small, well behaved breeds of dog are permitted in selected hotel rooms (but not the restaurant). There is a £10 per night charge for a dog to stay. Dogs are not permitted in the restaurants or coffee shop.