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FAQs

How can I give feedback on my stay?

We value your feedback. Please take a few minutes to complete our online feedback form.

How can I organise a late check-out?

If you need to extend your check-out time, please speak to Reception who will be happy to help. Please note that additional charges may apply.

What are the check-in/out times?

Check-in time at all Puma Hotels is from 3pm and check-out is 11am.  If you require a late check-out, please enquire with the hotel directly.

What happens if I need to cancel?

Online bookings
If you made your booking online, please cancel via www.pumahotels.co.uk/book/cancel. Simply choose the hotel you are cancelling and search for your booking using your booking reference and surname.

Telephone bookings
Please call Central Reservations on 0800 652 8413 or, if the booking was made through the hotel, contact the hotel directly.

What are the costs if I am staying on my own?

The cost may be higher for single occupancy, dependent upon the type of room you require. When checking availability online, the rate quoted will be the total cost including any single supplement.

Will I be charged for extra guests occupying my room?

A supplement may apply dependent upon the package you have booked. Please enquire directly with the hotel.

What is the cost for WiFi in the hotels?

WiFi internet access is free in all Puma Hotels. For business and other heavy internet users, you can get up to 2MB from just £4.00 for 4 hours.

What spa treatments are available in the hotels?

Please see the beauty section for each hotel for details of the treatments and packages available. You can also book your beauty treatment online.

Can I bring my dog?

All our hotels are dog-friendly and our teams are on hand to ensure that everyone can enjoy their dogs without imposing on our other guests. You will be allocated a room with easy access to the hotel grounds. A maximum of two small dogs or one large dog is allowed in your bedroom. Our doors are open to well-behaved and trained dogs at all times. We ask you to consider our other guests and keep a your dog under control at all times, should your dog be a nuisance to other guests or bark incessantly during the stay we will ask you to leave.  For any pet related queries, please contact the hotel directly.

Guide dogs are allowed in all hotels and throughout the hotel, including the restaurant.

To add your pet to your break is just £15 per stay.

What do I do if I have a special request?

Every effort will be made to accommodate any special requests.

How can I book an event?

Please complete the online event enquiry form.  Alternatively, you can call our Central Events Department on 0800 014 9871.

Is room service available?

Room service is available in all Puma Hotels. Please note that a room service delivery charge will apply, including if you decide to have breakfast in your room.

What are the disabled facilities in the hotels?

We endeavour to provide disabled facilities at all our hotels. Most are accessible and have bedrooms for disabled users. For more information on the specific facilities available, please contact the hotel directly.

How can I make a restaurant reservation?

You can either book in advance by contacting the hotel restaurant before your arrival, or make your reservation at Reception when you arrive.

What are the car parking costs?

Car parking is available when you arrive, subject to availability, at most hotels. Charges may apply, and if you find a car park is full you will be given directions to the nearest alternative site.

Can I book special, discounted corporate, or group rates online?

Up to five rooms may be booked online through our booking system. For larger groups, please contact the hotel directly.

What is the children’s policy?

Accommodation:
• Accommodation for up to 2 children aged 16 or under is free when sharing with two adults in a 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 – 16 will benefit from a 50% discount on the adult rate.
• 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.
• If you need a babysitter during your stay, babysitting and mobile crèche services are provided by Safehands, an external, fully registered child minding agency. You should make all your
arrangements for a child minder direct with Safehands by calling them on 0844 848 2810 which requires 48 hours notice.

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 2 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 aged 13 and over are classed as young adults and pay full rate for meals as taken.
• Family dining times may apply.

Does Puma Hotels’ Collection offer the same rates and availability on the website as through Central Reservations?

Best available rates are available online and via Central Reservations. Special web rates may be from time to time available online.

How can I contact Customer Services?

You can write to the Customer Relations Manager at:

Puma Hotels’ Collection
Central Support Office

PO Box 8510
Hinckley
Leicestershire
LE10 9AY

E: customerrelations@pumahotels.co.uk

Please include your booking reference, together with the name of the hotel and date(s) of your stay.

How can I be kept up to date with all the latest offers?

Simply subscribe to our regular newsletter, which highlights all the latest offers, competitions and news from the group. Sign up now!

What are the booking terms & conditions?

Puma Hotels’ Collection Booking Terms & 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, 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, Diners, 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 a 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.

Ordinary bookings can be cancelled for a full refund before 12pm on your 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 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.

Puma Hotels’ Collection 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 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).

Puma Hotels’ Collection Cancellation Protection must be purchased at the time of reservation and only applies to pre-paid rates. You may cancel up to 12pm on the day of your arrival for any reason. Please note:  Puma Hotels’ Collection 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 Value Added Tax & 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.

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. Charges may apply. 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.

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 & 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 & Leisure Clubs
General health and leisure 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 & Leisure 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 Puma Hotel. 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 6 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.

Smoking Policy
All our UK 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. Here’s how, either complete a guest comment card and leave it with Reception or write to the Customer Relations Manager at:

Puma Hotels’ Collection
Central Support Office

PO Box 8510
Hinckley
Leicestershire
LE10 9AY

E: customerrelations@pumahotels.co.uk

Please include full details of your stay with your booking reference. Any relevant changes to terms & conditions will be communicated at time of booking.

Promotions and Reader Offers
Your promotional or reader offer package will be based on two guests, sharing a standard double or twin bedroom for a minimum of two consecutive nights. Each hotel allocates a limited number of bedrooms to these promotional offers and once the allocation has gone, you will be offered the next best available price. These offers are valid on new bookings only and cannot be used in conjunction with any other discount, offer or promotion. The same children’s policy applies to all promotional bookings. The usual single occupancy and upgrade supplements apply. For details on additional parking charges at the hotels, see above.

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