Last updated: Nov 2023
The Company enters into this Agreement as principal for Bookings made for the Hotels it owns and as agent where a Booking is made for a Hotel that it operates on behalf of the Hotel Owner. The booking confirmation will clearly state the identity of the Hotel Owner.
In these Terms and Conditions, the following definitions apply:
“Company” or “we” means Clermont Hotel Management Limited (company no SC046004) whose registered office is at c/o Womble Bond Dickinson (UK) LLP, 2 Semple Street, Edinburgh, Scotland, EH3 8BL or its applicable group company.
“Booking” means the booking for accommodation, functions and/or any other services or items made with us.
“Contract” means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking.
“Hotel” means the premises for which your Booking is made.
“Hotel Owner” means the hotel owner specified on the booking confirmation.
“Terms” means these terms and conditions.
“Websites” means https://www.thistle.com/ or any other website owned or operated by us relating to a Hotel from time to time.
“VAT” means value added tax.
All Bookings at the Hotel are subject to these Terms.
At the time of Booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of Booking in certain circumstances or if the Booking includes the supply of certain items or services. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.
The prices displayed on the Websites are an average per night per room until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Hotel and any currency conversion facility is provided as an approximation tool only, please refer to the Currency Disclaimer for more details.
The VAT breakdown shown is indicative based on the prevailing rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date.
Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request.
4. Currency Disclaimer
The currency converter is provided for illustration purposes only. It is meant only as an approximate conversion tool based and should not be relied upon for any other purposes. Currency exchange rates used rely on information published by third parties. We do not verify such information and cannot verify the accuracy of any conversion examples. All rates are charged and payable in pounds sterling (GBP).
5. Check-in/ Check-out Requirements
In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference, their passport/identity card/driving licence and a valid credit or debit card. If guests are travelling from outside the UK, Ireland or any country in the Commonwealth we are also obliged by law to require guests to provide the number and place of issue of your passport/identity card and details of their next destination. These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above.
Unless otherwise stated on the booking confirmation, guests may check-in at any time from 3 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel. Any non-secured reservation will be held until 4.00 p.m. on the day of arrival at which time we will be entitled to re-let the room, unless the guest has notified the hotel of a late arrival.
On the day of departure, we kindly ask all guests to vacate their rooms by 11 a.m. (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Hotel.
Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company or the Hotel.
We accept the following methods of payment:
(a) credit cards: American Express, MasterCard/Diners International, Diners Club, JCB International Credit Card, Visa;
(b) debit cards: Visa/Delta, Visa/Electron and Maestro.
For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID and authorised in the presence of the card holder.
At the time of check-in, we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment, including cash or cheque.
During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. If the cost of those incidentals exceed the authorisation taken on check-in, further authorisation will automatically be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room.
All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
7. Cancellation Policy and No Shows
The cancellation policy varies according to the rate that is booked. Please refer to the individual full rate descriptions given at booking.
For rates marked as “Flexible Rate” - These are cancellable without charge up to 2.00 p.m. local time on the day of arrival. Cancellation and non-arrival charges apply after the relevant time and will be charged to the credit/debit card supplied at the time of booking. We reserve the right to charge for one night’s accommodation per room booked if the above cancellation requirements are not met.
For rates marked “Advance Saver” and/or “Pre-pay and save” - We require full prepayment for the entire stay at the time of the Booking and this is non-refundable and the Booking non-changeable. Prepayment is charged to the credit/debit card supplied at the time of the Booking. Cancellation or non-arrival will result in the forfeiture of the prepayment.
8. Changes or Cancellation by the Company
Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.
Your booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.
Dependent on your individual needs a selection of specifically designed rooms is provided at each of our hotels.
Please contact our Call Centre on 0871 9772323 to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.
Guests staying in a Hotel with a leisure club may use that club during their stay. A condition of using the facilities is that you must comply with the club’s rules, a copy of which is available at the club reception. Charges may apply for use of some facilities, please enquire at the Hotel for further details.
Persons under 16 years of age must be accompanied by an adult at all times and may use the facilities from opening until 6.00 p.m.. For health and safety reasons persons under 16 are not permitted to use the gymnasium sauna, spa bath or steam room.
At certain times, facilities may become unavailable due to maintenance, adverse weather conditions or other reasons beyond our control. We will attempt to keep all Hotel guests informed of these circumstances however this may not always be possible. If any facility is a significant reason for your choice of Hotel, we would advise you to check directly with the Hotel in advance of arrival.
Where a Hotel has its own car park, there may be a charge and/or limited spaces available and space may not be available for the duration of your stay. Terms and conditions may also apply to car park use. Please contact the Hotel directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage however caused (save as may not be excluded or restricted by applicable law).
13. Hotel Events
Please be aware that at certain times throughout the year some of our Hotels may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay for further information.
14. Guest Behaviour
Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
15. No Smoking
Guests are not permitted to smoke in rooms or public areas.
Children under the age of 12 years of age can stay free of charge at any of our Hotels when sharing a room with a full-paying adult. All persons under 18 years of age staying at the Hotel must be accompanied and supervised by a responsible adult at all times. If the rate booked includes breakfast:
- children 5 years of age or younger may dine for free; and
- one child aged between 6 years and 12 years of age may dine for free with each full-paying adult. A charge of £8 will apply for each additional child.
- Children 13 years and over shall pay the full charge for breakfast.
If the rate booked includes other meals, children may choose from the children’s menu where provided.
Cots and extra beds are available in most of our properties. However, these are limited and subject to availability. Additional charges may apply. Please check at the time of booking.
A babysitting service is available at some Hotels. We recommend that arrangements are made in advance to avoid disappointment. Your contract will be direct with the babysitting agency and not with the Company. The concierge desk at the Hotel will be able to assist in arranging the babysitting service with our chosen babysitting agency.
Guide dogs are accepted with prior arrangement, and other dogs may be accepted at the Company’s discretion, but otherwise no pets are allowed at the Hotel.
19. Personal Information
Telephone calls may be recorded from time to time to help us improve the service we offer you.
When you provide us with personal data about you and your Booking, including any special requests, you consent (on your behalf and on behalf of each member of your group) to us processing such data for the purposes of performing the Booking and providing the requested services to you (and your group).
20. Force Majeure
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, fire, flood, earthquake, extreme adverse weather conditions, natural disasters, pandemics, epidemics, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
21. Limitation of Liability
The Company will not be responsible for the loss or damage of any property left in or sent to the Hotel unless this has been expressly presented for custody in the Hotel’s safe (with a receipt provided) and only to the extent required under the Hotel Proprietors Act 1956 and the London Local Authorities Act 2004 (a copy of the notice under such acts is displayed in the reception of the Hotel) or any other applicable law.
The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.
22. Governing Law and Jurisdiction
The Contract and any non-contractual obligations arising in connection with it are governed by English law.
The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations.
Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts (on the grounds that the English courts are not a convenient forum or otherwise).
23. Web Site Information
While all reasonable efforts have been taken to ensure the accuracy of information on the Websites, the Company does not accept responsibility for errors or omissions and reserves the right to amend, cancel or vary any of the arrangements featured on the Websites without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or hotel.
The Websites are operated by the Company. The content of the Websites is the copyright of the Company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.
Trade-marks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites.
Best Rate Guarantee Terms & Conditions
Clermont Hotel Management Limited guarantees that a Clermont Hotel Management Limited website will have the best room rate for any Clermont Hotel Management Limited hotel. For a claim to be valid under this Best Rate Guarantee it must satisfy all of the terms & conditions contained herein and be submitted in compliance with the claim processing procedures set forth below.
If you find, and advise us of, a lower, publicly-available room rate carrying the same rate conditions (see below) for the same Thistle branded hotel, for the same room type and bed type, and for the same dates and number of guests, prior to, or within 24 hours after making a reservation on a Thistle branded website, we will make your reservation for you honouring the competing rate. The Best Rate Guarantee is not applicable to reservations made within 24 hours of the scheduled arrival.The Best Rate Guarantee does not apply to taxes, gratuities or any additional guest charges or other additional fees that may apply at Thistle hotels.
1. Room Types
The Best Rate Guarantee will apply to any Clermont Hotel Management Limited hotel room type that is the same as the brand, hotel and room type that can be booked on a competing website. If the Clermont Hotel Management Limited website does not have the same room type available, we will honour the rate for the room type that is displayed on the competing website, provided the claim meets all other Terms and Conditions.
2. Length of Stay
In the event of a multiple night stay, we will compare the total cost of the stay at the rate published on a Clermont Hotel Management Limited website with the total cost of the stay on the competitor website. Only one Best Rate Guarantee reward will apply per stay.
Multiple claims for a stay consisting of two or more consecutive nights at the same hotel will be treated as one claim for one stay and the Best Rate Guarantee will be applied to that one stay.
3. Rate Conditions
The Best Rate Guarantee applies to a lower rate displayed on a competing website with conditions that are the same as the rate conditions of the rate displayed on a Clermont Hotel Management Limited website. Rate conditions include, but are not limited to, advance purchase requirements, prepayments, deposit requirements and cancellation and change policies.
If there is no Clermont Hotel Management Limited website rate available that has the same rate rules to that of the competitor rate, and the competitor rate is lower than any available Clermont Hotel Management Limited website rate, we may, at our discretion, offer the rate displayed on the competing website with the applicable Thistle rate conditions, room type, room features and amenities, provided the claim meets all other Terms and Conditions.
We reserve the right to deny a claim where the rate displayed on the competing website is equal to the rate displayed on a Clermont Hotel Management Limited website, and the rate conditions are the same, or where the rate displayed on the competing website has more restrictive rate conditions than on the Clermont Hotel Management Limited website pre-paid rates
In the case of a fully pre-paid rate booked through a Clermont Hotel Management Limited website, the difference will be refunded to your credit card, if applicable, 7-10 days of submitting your claim. If a pre-paid reservation is booked through a competing provider, we accept no responsibility for any fees associated with the cancellation of that reservation.
In the event that the competing website displays the rate in a different currency from a Clermont Hotel Management Limited website rate, which are always charged in pounds sterling (GBP), we will convert the competitor’s rate into pounds sterling (GBP). The currency exchange rate applied will be based on the exchange rate used by us at the time of handling your claim. After converting the competitor’s rate, we reserve the right to deny a claim where the competitor’s rate appears lower than the Clermont Hotel Management Limited website due to the difference between the exchange rates used.
5. Unpublished Rates
The Best Rate Guarantee does not apply to unpublished rates (rates that are not publicly available). Rates not available to the general public include, but are not limited to:
- Corporate discount rates
- Group rates
- Meeting delegate rates
- Any rates requiring membership in a club or programme or other organisation where the rates are targeted toward a specific group of individuals and not intended for the general public
- Direct mail solicitations
- Electronic mail solicitations
6. Any rates requiring a promotional campaign code Opaque Providers
The Best Rate Guarantee does not apply to any rates from opaque providers including, but not limited to, Lastminute.com, Priceline.com and Hotwire.com. An opaque provider is any provider that prevents the buyer from identifying the hotel until after the buyer has made a reservation and guaranteed payment. A site is opaque if it does not divulge any of the following information before booking: (a) the name of the hotel, (b) the precise location of the hotel, (c) the identity or brand of the hotel and (d) other specific information that may make it possible for the buyer to identify the hotel (e.g. hotel photographs, specific names of hotel food and beverage outlets).
7. Packaged Rates
The Best Rate Guarantee does not apply to packaged rates. Packaged rates include: (a) hotel rooms sold as part of a travel package, where the hotel does not provide the extra service. Extra services include but are not limited to hotel rooms plus airfares, car rental or cruises; and (b) hotel rooms sold with value added amenities, including, but not limited to, free breakfast and hotel parking.
8. Making a Claim
A claim must be submitted prior to, or within 24 hours after, making a reservation for a Clermont Hotel Management Limited hotel through a Clermont Hotel Management Limited website, and a minimum of 24-hours before the arrival date. If the original reservation was made within 24 hours of arrival, the Best Rate Guarantee is not applicable. An original reservation refers to the initial reservation made through a Clermont Hotel Management Limited website and does not include modified or cancelled reservations.
The Best Rate Guarantee does not apply to existing reservations booked through a competing room provider. If a reservation is booked through a competing room provider, we are not responsible for any fees associated with the cancellation of that reservation.
The Best Rate Guarantee does not apply if the rate displayed on the competing website is found on a Clermont Hotel Management Limited website.
We reserve the right to deny a claim if it cannot independently verify the availability of the competitor rate at the time we process the claim.
To claim please email firstname.lastname@example.org, with the following details:
- Full name and email address
- Hotel name
- Arrival date and departure date
- Number of guests
- Room category
- Where you found the cheaper rate and price
Upon validation of your claim, we will send an email or other communication to you that will include the reservation confirmation number and the new rate you will be charged. You must respond to the as indicated in such communication, within 24 hours and prior to local check-in time, to complete the booking process.
If you have not received a confirmation from us within 72 hours of submitting a claim, you may contact us by email or phone to check the status of your claim.
We reserve the sole right and discretion to determine the validity of any claim.
9. Denied Claims
If, for any reason, following receipt of confirmation of a valid claim and creation of a Best Rate Guarantee reservation, the hotel does not honour the Best Rate Guarantee rate, you can contact the Customer Service Department at email@example.com, within 15 days of the conclusion of your stay.
The Customer Service Department will investigate the denied Best Rate Guarantee rate and will arrange reimbursement of the difference between the room rate charged and the confirmed Best Rate Guarantee rate, provided the room rate charged is higher than the confirmed Best Rate Guarantee rate.
10. Additional Terms
We reserve the right to amend, revise, supplement, suspend or discontinue the Best Rate Guarantee at any time in our sole discretion and without prior notice.