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Booking Terms and Conditions

All Bookings

The terms and conditions detailed below apply to all bookings whether made online at www.pumahotels.co.uk or made by telephone or in person.

When you make a booking, your contract (which includes these terms and conditions) will be with Puma Hotels’ Collection.  All rates are subject to availability and all bookings are taken at the discretion of Puma Hotels’ Collection.  The opening times for Puma Hotels’ Collection Central Reservations (0800 652 8413 ) are Monday – Friday 8am – 9pm, Saturdays & Sundays (inc Bank Holidays) 10am – 6pm.  Calls may be recorded for training purposes.

Payment

You will be asked to guarantee your booking with a debit or credit card, including your 3-digit security code.  We accept American Express, MasterCard, Maestro, Visa & Visa Delta.

A full non-refundable, non-transferable payment is required for promotional, seasonal and advance purchase rates at the time of booking.  This includes Leisurebreaks Club members booking on non-Leisurebreaks Club promotions.

Please note: If you are booking a rate which requires payment at the time of booking and are using a credit card, you will be charged a £2.50 booking fee.

If pre-payment is not required, then payment is due on departure from the hotel and can also be made by Puma Hotels’ Collection gift vouchers or cheque with a valid cheque guarantee card.  On arrival at the hotel, all reservations will require pre-authorisation with a credit card or cash deposit to cover incidentals during your stay.

What happens if you need to cancel?

Please cancel any bookings made online by clicking here >

Bookings made via Puma Hotels’ Collection reservation offices must be cancelled by calling 0800 652 8413.

Flexible bookings can be cancelled for a full refund before 12pm the day of arrival.  Later cancellations or no-show will be charged at full room rate.

Promotional, all-inclusive and advance rates are non-refundable and non-transferable in the event of cancellation unless you have purchased Puma Hotels’ Collection cancellation protection.  Cancellation protection is not available on selected packages, including Christmas & New Year (request relevant terms and conditions).

For cancellation policies on corporate arrangements, please refer to individual contracted terms and conditions.

Cancellation Protection

By purchasing cancellation protection you are entitled to a full refund on the total cost of your booking for any cancellation made before 12pm on the day of your arrival.  The charge for cancellation protection is 10% of the total room rate.  This charge itself is non-refundable.  Your refund will be paid within 30 days of your contacting Puma Hotels’ Collection Central Reservations to cancel your booking (0800 652 8413).

Cancellation protection must be purchased at the time of reservation and only applies to pre-paid rates.

Please note:, Puma Hotels’ Collection’s cancellation protection is not travel insurance and does not cover any other elements of your travel arrangements.

Cancellation by  Puma Hotels’ Collection

Very occasionally, we may have to cancel your booking.  We will tell you as soon as possible and offer you an alternative accommodation of the same standard, or higher, or offer a full refund.  We regret we cannot pay compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or change.

Force Majeure

Puma Hotels’ Collection cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”.  Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid.  Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your stay) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, epidemic and all similar situations beyond our control.

Rates

All rates quoted are per room per night, are subject to availability and include VAT and services.  Special rates quoted cannot be used in conjunction with any other discount, offer or promotion except Leisurebreak vouchers.  Supplements will be applied for single and family room occupancy and when Premium, Deluxe or Suites are selected.

Children’s Policy

Accommodation:

  • Accommodation for up to two children aged 16 or under is free when sharing with two adults in a standard guest bedroom; a single supplement applies when only one adult is in the room.
  • Upgrade charges apply for larger rooms.
  • Additional rooms for children aged 6 to 16 will benefit from a 50% discount on the adult rate, excluding sales and pre-payable rates.
  • To accommodate a family in our guest bedrooms, in some cases a foldaway bed will be used.
  • Should you require a cot, please ask at the time of booking.

Meals:

  • Breakfast is free for children aged 5 and under.
  • Breakfast for children 6 to 12 is charged at £3.50.
  • Children 5 years and under can choose a free two-course children’s meal with a full paying adult.
  • Children’s menu available for children up to 12 years and charged as taken.
  • Children between 6 and 12 may order from the restaurant menu and benefit from a 50% discount.
  • Children over 13 are classed as young adults and pay full rate for meals as taken.

Food & Beverage

A tray charge will apply to all meals taken in your room.  Breakfast times may vary at the weekends.  Please contact the hotel with any special dietary requirements.

Car Parking

Car parking is available subject to availability at our hotels.  Your room booking does not guarantee a parking space and if you find the car park is full, you will be given directions to the nearest alternative site.  Parking your car is entirely at your own risk and we cannot accept any responsibility whatsoever for theft or damage to your vehicle or other property howsoever caused.

Car parking charges are as follows:

The Imperial Hotel, Blackpool and The Majestic Hotel, Harrogate – £3.50
The Palace Hotel, Buxton – £4.50
The Old Ship Hotel, Brighton – £23
The Angel Hotel, Cardiff – £10
The Imperial Hotel, Torquay – £7 for outdoor parkeing or £15 for garage parking

Mobility Impaired

Our hotels comply with the access requirements of local disability legislation. If you have special requirements please inform us at the time of booking.

Check In and Check Out

Check in is from 3pm and check out is 11am.

If you plan to arrive after 7pm, please advise the hotel or Central Reservations (0800 652 8413).  Failure to notify of late arrival may result in your room being resold, and our cancellation terms will apply.

Health Clubs

General health club facilities may be used without charge during your stay.  Any beauty treatments or sunbed sessions will be charged as taken.  You should book any treatments direct with the hotel before you arrive to avoid disappointment.  For reasons of health and safety, you should accompany your children to the Health Club.  They are not allowed in the spa baths, saunas or steam rooms on site.

Puma Hotels’ Collection Gift Vouchers

Gift vouchers may be exchanged for goods or services at any of the hotels in the Puma Hotels’ Collection.  Vouchers may be exchanged for goods or services of a higher value on payment of the difference.  Vouchers cannot be exchanged for cash.  No photocopies accepted.  Vouchers are to be redeemed at the hotel.  Vouchers cannot be replaced if lost or stolen.  Vouchers are only valid in the UK for 12 months from the date of issue.  Please allow up to five working days for purchased gift vouchers to arrive.  All orders are subject to a £6 postage fee.

Golf Breaks

You can book golf breaks direct with the hotel, which will get a suitable tee time for you.  If a course is unavailable for any reason, you will be offered an alternative course.  You may need to show your golf handicap certificate.

Dog Policy

All hotels accept dogs at an additional charge.  Prices start from £15 per dog per stay.  If the dog(s) causes any damage or soiling, an additional housekeeping charge will be incurred.  During a stay, dog owners accept full responsibility for the behaviour of their dog(s).  Dog(s) must be kept on a lead at all times when in public areas of the hotels, including the grounds/gardens.

Smoking Policy

All properties are smoke free and penalty fees will be applied if you smoke in the hotel.

Feedback

If you want to share anything about your Puma Hotels’ Collection experience with us, then we’d love to hear from you.  Either complete a guest comment card and leave it with Reception or write to:

Puma Hotels’ Collection Customer Relations
Central Support Office
PO Box 8510, Hinckley
Leicestershire
LE10 9AY

Email: stay@pumahotels.co.uk

General

Puma Hotels’ Collection makes every attempt to ensure that information supplied on www.pumahotels.co.uk and our booking sites is up to date, but cannot guarantee the accuracy of information or availability of bookings.

These terms and your booking are subject to the laws of the jurisdiction in which the relevant hotel is situated.

Dog Policy

Our hotels welcome well behaved dogs.

One dog allowed per bedroom. We provide a bed, bowl and goody bag for your dog. Your dog is permitted in a selected number of Courtyard room type bedrooms only. Dogs are not permitted in any other room type and we reserve the right to change your booking to a courtyard bedroom on arrival. There is an easy access to and from the selected bedrooms to designated areas to walk your dog. There are dog bins on location which must be used. We welcome responsible dog owners. Dogs are not permitted in any food serving areas of the hotel or the leisure club and spa. The charge for your dog is £25 per night