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 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.)
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.
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. 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. 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. All guests have free use of the leisure and can use the facilities prior to the 3pm check in and after the 11am check out. The lunch can be taken either day between 12.30 and 2pm reception will store your bags if needed, we advise packing a separate bag for the spa area.
A 25% deposit is required at the time of booking the full cost of the stay would be lost in case of cancellation, no bookings can be amended.
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 4pm before the day of arrival, 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 (4pm day before 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. (this should be 4pm day before arrival or taken off)
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.
Opening hours to call
Monday to Thursday – 8am to 9pm (except bank Holidays 9am to 6pm)
Friday – 8am to 8pm
Saturday – 9am to 5pm
Sunday – 10am to 5pm
Golf breaks can be booked through our Central Booking Service (for 4 rooms or less). Over 4 rooms, Tee times must be booked directly with the hotel or online, before you arrive.
Before you play: We encourage all our guests to arrive at least 45 minutes before their tee time so they can get hit some warm up balls at our Golf Academy. If your game isn't up to scratch, then please give us a call at the hotel and book in a lesson with one of our expert PGA Pros.
Buggies: Buggies are permitted on the course from £25.00 per buggy. If you have not already booked your buggies please contact the Golf Shop at the hotel and we will be more than happy to add these on to your reservation. Please note that the availability of buggies is always weather dependant and a decision will be made by the head greenkeeper at the beginning of each day, this is to ensure no undue damage is caused to the golf course.
Busy Periods: During busy periods, please be aware, it is our policy that all tee times are played as four-balls. Therefore, where required you will be expected to pair up with other guests.
Dress Code: Proper golfing attire is required at all times on the Golf Course, (i.e. no jeans, trainers, T-shirts or tracksuits). Players may wear tailored shorts with long socks, proper golf shoes must be worn on the course.
What happens if the weather means we cannot play golf?
The golf course will be deemed as playable unless the Course Manager (or deputy) determines that the golf course is unplayable and closes the golf course. In the event that the golf course is closed, the Hotel will find an alternative date or issue bad weather vouchers. Once play has commenced rights are waived to bad weather vouchers and / or refund.
If the course is closed due to weather 24 hrs prior to your event and the hotel expects you will not be able to play the course, the hotel will contact you to notify you. You can choose to either cancel your stay and provided this is rescheduled in the next 12 months no cancellation fee will apply or attend your event and be provided with a credit note of £15 per player that can be used in the Resort. Any deposits paid will be retained and offset against your next visit.
Should the weather be poor on the day of the event and the course is closed, all catering, accommodation and additional arrangements will continue as planned and we will provide each golfer with a voucher for a complimentary round of golf.
Price: Promotional rates are non-refundable and non-transferable. For non-promotional rates, customers can cancel up to 12 noon on the day of arrival (4pm day before arrival). Customers that don't arrive or stay will be charged 100%. In circumstances of poor weather, we reserve the right to cancel any booking made on a promotional rate and rebook on an alternative date. We will give a minimum of 24 hours’ notice.
Do you allow children at the hotels?
QHotels welcome families and smaller guests will all receive a free children's activity pack when they arrive at their hotel.
Up to two children aged 16 and under can stay for free when sharing a standard bedroom with at least one full paying adult. At our eight family friendly hotels (The Park Royal, Stratford Manor, Forest Pines Hotel & Golf Resort, Telford Hotel & Golf Resort, The Nottingham Belfry, The Hampshire Court Hotel & Dunston Hall). If you children, aged 16 and under, stay in their own room, they will be charged at 50% of the full adult non-promotional best available rate at the time of booking. At all other hotels: If your children, aged 16 and under, stay in their own room, they will be charged at the full adult non-promotional best available rate at the time of booking.
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. QHotels has a minimum age requirement of 16 years old for booking a hotel room. Normal credit facilities apply.
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.
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 the below hotels. 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
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 are only allowed in the following hotel: 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 Crewe Hall in Cheshire, dogs are not allowed in bedrooms within the Old Hall. Dogs are only permitted in the contemporary standard bedrooms in the West Wing of the hotel.
- 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.