Terms and conditions

The small print

Registered office:
10th Floor, The Mille, 1000 Great West Road, Brentford, London, TW8 9DW, United Kingdom (UK)

What are the types of bookings you offer?
The terms and conditions outlined below apply to all bookings with QHotels whether you make them online at www.QHotels.co.uk or by telephone or in person.

Booking direct at www.QHotels.co.uk
Booking online with QHotels is quick, easy and completely secure. You will always be offered our best available rates of the day and we won't be beaten on any other comparative or partner website. To support our promise, please see our best available rate guarantee.

Types of rates:
QHotels Properties
Best Available Rate (BAR):When you book a standard flex rate, QHotels will ask you for a credit/debit card number to secure your reservation only. No payment will be taken from your card and you will pay for your room on departure at the hotel. All guests must present a payment card on arrival in their name.

You can cancel your flex rate booking up to 4pm one day prior to the day of arrival without penalty. If you fail to arrive or you cancel your reservation after 4pm one day prior to the day of arrival, you will be charged for your first night's accommodation.

The Midland and The Queens are excluded from the DBB offer.

Advanced purchase saver rate:When you book a standard advanced purchase rate, QHotels will take full prepayment from your debit/credit card at the time of booking. The advanced purchase saver rate is non-refundable and cannot be transferred to an alternative date or name.

Promotional offers, packages and spa breaks:When you book a promotional package, including seasonal promotions, you will be asked for full pre-payment unless stated otherwise. When you book a spa or golf package, you will be asked for a 25% non-refundable deposit at the time of the booking. The balance is payable at the hotel on arrival or in the event of cancellation or non-arrival. All promotional packages are non-refundable and non-transferable. We reserve the right to withdraw any offer at any such time.

Charging Items to your room
Please carry your charge card with you if you wish to charge any items to your room during your stay with us. If you have lost or forgotten your card please contact Reception. When you arrive at the hotel, all reservations will require a pre-authorisation with a credit card or cash deposit to cover any extras during your stay. All incidentals should be settled prior to departure. QHotels accept payments by American Express, MasterCard, Visa, Maestro, Cash and from QHotels gift cards.

Drinks
Only alcoholic drinks purchased from the hotel may be consumed in the hotel. We reserve the right to charge the appropriate corkage charge where guests bring in their own alcohol.

First Aid
We aim to ensure that a First Aider is always available. If you require any medical attention please contact Reception on 0. For serious medical emergencies call 9 '999.

Spa Breaks
Offer based on two guests sharing a standard double or twin bedroom. Supplements apply for sole occupancy of a double or twin and any room upgrades. Leisure and spa facilities vary by site, please check before booking your stay. 60 minute Spa Ritual includes 50 minutes treatment time and 10 minutes client care and consultation. 30 minute spa treatments include 25 minutes treatment time and 5 minutes client care and consultation.Please note majority of our health clubs have children's splash times in the swimming pool. Please check before you arrive.

If you have booked a spa break with us, we ask that you arrive 15 - 20 minutes before your scheduled treatment time, so you can complete our consultation form and begin your relaxation experience. If you have any pre-existing physical or medical condition's including pregnancy, please let our spa teams or booking agents know at the time of booking.

Breakaway Club members: A non-refundable 25% deposit is required to secure Breakaway Club packages (except on the Sunday Escape deal or any other promotional package when full prepayment is required -details below); the balance is payable on check out. You are allowed to cancel your booking up to 12noon on the day, however you will lose the 25% deposit paid. If you fail to arrive or you cancel your reservation after 12 noon on the day of arrival, you will be charged for your first night's accommodation (minus your 25% deposit). Please note that Breakaway Club payment terms are only applicable on Breakaway Club offers and other promotional package offers i.e. attraction breaks. If you book on a fully pre-payable advanced purchase saver rate then these breaks will be non-refundable. On a flexible rate, you have until 12 noon on the day of arrival to cancel your stay.

You should leave by 11am on the day of departure. Late check-out may be available on request, simply ask at reception and we'll notify you of any additional charges.

If you have a gift card that you would like to use against your forthcoming stay, please call to make your booking on 0845 0345 777, see below for our opening times.

What if I need to change my booking;
Bookings should be cancelled by calling 0845 0345 777 - see below for office hours. Please note calls to our 0845 numbers will cost 2p per minute plus your telephone company's access charge. Bookings made through any other third party site should be cancelled directly with them but please remember you can always find QHotels best available rate when booking directly at www.QHotels.co.uk. Flex rate bookings can be cancelled up to 12noon on the day of arrival to receive a full refund. Later cancellations or no-shows will be charged at full room rate or the first night's accommodation.

Please note that for advanced purchase or any promotional offers, the full amount is taken at the time of booking. This rate is non refundable and non transferrable. We are unable to accept Maestro cards as form of guarantee. Upon failure to settle the account on departure, charges will be applied to the guests credit card. VAT is included in the displayed rate unless otherwise stated. Advanced purchase saver rates and promotional packages can be cancelled but you will still be charged the full amount for the entire cost of your stay. Where necessary, we advise you take out suitable travel insurance.

Bookings for groups in excess of 9 rooms will be given their own specific terms and conditions which will be detailed on your booking.

Call Charges:
Please note that calls will be charged at local rate from BT landlines. Other networks may be higher and from mobiles considerably more. Please note calls to our 0845 numbers will cost 2p per minute plus your telephone company's access charge.

Data:
By providing your postal and/or email address you are granting QHotels permission to contact you with newsletters, offers and information that we think is of interest to you.

What are your check-in and check-out times:
Check-in times at all our hotels are from 3pm. You should leave by 11am on the day of departure. Late check-out may be available on request, simply ask at reception and we'll notify you of any additional charges.

Do you allow children at the hotels?
QHotels welcome families and smaller guests.

Upgrade charges will apply if you need a larger bedroom to accommodate your family. When sharing a bedroom with your children, your room could include a foldaway bed, and not all hotels have cots available, so please ensure that you ask at the time of booking.

Children aged 0 - 4 can stay and eat for free at QHotels. Children aged 5 - 12 years will be charged £5 per child for breakfast and children aged 13 - 16 years will be charged £7.50 per child for breakfast. All other meals are chargeable as taken; children's dinner menus include small and large portion sizes to cater for children of all ages.

Christmas and New Year residential packages are subject to different terms and conditions, which are available on request.

Children aged 16 and under are welcome to use the swimming pool at the hotel during their stay as long as they are accompanied by an adult. Please note, some hotels will have designated family swimming times, please ask when you book or arrive at the hotel. For health and safety reasons, children are unable to use the gym, sauna, steam room or whirlpool, where available.

QHotels has a minimum age requirement of 16 years old for booking a hotel room. Normal credit facilities apply.

Do you allow dogs in the hotels?
We love dogs and we understand that they can make great travel companions. Our friendly hotel teams love dogs too, so much so, that we invite your furry friends to stay with us at 25 of our QHotels. Both owner and dog can enjoy all the comforts of a home away from home.

Dogs can stay at any of the following hotels:
Slaley Hall, Northumberland
Aldwark Manor, Nr York
The Queens, Leeds
Oulton Hall, Leeds
Crewe Hall, Cheshire
The Park Royal, Cheshire
Tankersley Manor, Nr Sheffield
Forest Pines Hotel & Golf Resort, Yorkshire & Humberside
The Nottingham Belfry, Nottingham
Belton Woods, Grantham
Telford Hotel & Golf Resort, Shropshire
Dunston Hall, Norwich
Chesford Grange, Warwickshire
Stratford Manor, Stratford-upon-Avon
The Cheltenham Chase Hotel, Gloucestershire
The Hampshire Court Hotel, Hampshire
Norton Park,Winchester
Ashford International Hotel,Kent
Bridgewood Manor, Chatham, Kent
The Oxford Belfry,Oxford

Guide dogs only are allowed in the following hotels:
Belton Woods, Lincolnshire

We do have a couple of small conditions for bringing your dog to one of our hotels as follows:

A fee of £20 per dog per night is charged for your pet to stay (£20 per dog per stay at Crewe Hall). However the pet owner/guardian may be responsible for any additional cost to the sum of £50 for deep-cleaning, repair and replacement of damaged facilities should these be required.

A maximum of two small dogs or one large dog is allowed in your bedroom.

Guide dogs are allowed in all hotels and throughout the hotel free of charge, including the restaurant and lounge.

Other dogs are only allowed in public areas for access and not allowed in any restaurants.

We welcome well-behaved and trained dogs and if we feel that your pet is causing a nuisance to other guests or barking incessantly during the stay, we will ask you to leave.

Please note at The Park Royal dogs are not permitted in any upgraded accommodation and are only allowed in first floor rooms.
Please note that Slaley Hall only permits dogs in standard bedroom accommodation.

Dogs are not permitted in any upgraded accommodation in The Oxford Belfry, they are only allowed in ground floor standard rooms. A £50 refundable deposit will be payable on arrival at the hotel against damage / exceptional cleaning required.

Please note that dogs are not permitted in lodges at our four QLodges resorts.

Is car parking available at the hotels?
Car parking is available, subject to availability at our hotels and it is free to park your car at all hotels, with the exception of The Midland and The Queens.

The Queens has a chargeable on-site car park, with valet parking is available for £15.95 for 24 hours.

The Midland has no on-site car park. Parking facilities are available at the NCP Manchester Central car park which is situated a couple of minutes' walk from the hotel. A valet parking service is also available for this car park. Current prices are £18.40 for 24 hours and £25 for valet parking and 24 hours. Charges are subject to change in this car park.

For more information on parking, please contact the appropriate hotel.

What are the dining facilities at the hotels?
At QHotels, we are passionate about our food quality and service and we trust you'll have an enjoyable experience with us. If you choose to add dinner to your break at the time of booking, you will receive a £28 per guest allowance to spend to spend on food in the restaurant, lounge or via room service*. If you choose to dine from the room service menu an additional tray charge will apply.

Breakfast is the most important meal of the day and you'll find our breakfast buffets packed full of fruit, wholesome cereals, a vast array of breads and spreads, a continental section and a full English or Scottish breakfast buffet. If you do have any special dietary requirements, please do let us know before you arrive.

Do your hotels cater for disabled guests? Our hotels comply with the access requirements of local disability legislation. If you have special requirements please inform us at the time of booking

Do you have smoking rooms?
All of our hotels are smoke free and penalty fees will be applied if you smoke in the hotel. The penalty charge is £250 per day for smoking in the hotel.

Do the hotels have leisure facilities?
General health club facilities may be used without charge during your stay and you'll find most hotels have a gym and swimming pool. Additional services, including beauty treatments for guests aged 16 and over (certain exceptions apply) are provided by the spa and will be charged as taken. Our spas are popular and we strongly recommend you pre-book any treatments before you arrive at your hotel to avoid any disappointment. Unfortunately, we cannot guarantee a spa time unless you have pre-booked any treatments. Please note a 50% cancellation will be incurred for any spa treatment or spa day cancelled within 48 hours prior to appointment. Cancellation of spa treatments or spa days within 24 hours will incur a 100% charge.

Fitness.TV:
Please note, we are currently trying to contact Fitness.TV to remove QHotels Health Clubs from this site. We have not agreed to be on this site and are seeking to contact their management to remove QHotels ASAP.

Can I purchase a gift card and how do we redeem it?
Gift cards can be purchased either from our web page or over the phone on 0845 074 0060
Gift cards are valid for 12 months from the time of activation. After 12 months, any remaining balance will be cancelled. Balance enquiries can be obtained at a QHotels' reception or by calling 0845 074 0060.
Vouchers cannot be redeemed within 72 hours of purchase
The QHotels Gift Card is not a cheque guarantee, credit or charge card.
Gift cards can be activated with a minimum value of £10 and have a maximum value of £500.
When you use the QHotels Gift Card, the amount of your purchase will be deducted from the balance on the card. Change will not be given.

The QHotels gift card is like cash. Lost, stolen or damaged gift cards cannot be replaced.

The QHotels gift card cannot be redeemed or exchanged for cash.

Gift cards are only posted out to customers within the UK

QHotels reserve the rights to amend the terms and conditions when they see necessary
If you have a gift card that you would like to use against your forthcoming stay, please call to make your booking on 0845 0345 777.