Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use which, together with our privacy policy, govern the Castle’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
The term ‘Castle’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Unit 1a, Park Farm Road, Folkestone, Kent CT19 5EY. Our company registration number is 12063429 registered in England. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
While we endeavour to keep the information up to date and correct, neither we nor any third parties provide any warranty or guarantee, express or implied as to the accuracy, timeliness, reliability, performance, completeness or suitability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
You may not create a link to this website from another website or document without the Castle Hotels’ prior written consent.
Every effort is made to keep the website up and running smoothly. However, the Castle Hotel takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.
Terms & Conditions
1. Introduction
These are the terms and conditions that apply when you reserve a room at Castle using one of our digital channels (such as our website, mobile site or app) or via the telephone.You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.
We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.
Additional terms apply to your use of our digital channels whether or not you make a reservation through them. These are published on the relevant digital channel.
You are responsible for ensuring that each person who stays at the hotel under your booking, even if you make a booking for someone else’s benefit and don’t stay yourself, complies with these terms.
2. Reservations
To reserve your room please follow the instructions on the website, mobile site or app (as applicable).
You must be at least 18 years old to make a reservation. See section 4 “Occupancy” below for details of permitted guests under your booking.
You will need to provide your credit or debit card details to secure your reservation. We accept Visa, MasterCard, American Express and Diners Club to secure a reservation.
Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.
We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.
If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see section 9 Cancellation, below.
3. Room prices
Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.
Breakfast, additional meals and other extras are not included in the room price but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for certain extras at the same time as paying for your room. If you have selected extras as part of your reservation and the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT, but the price you pay will remain the same. All other meals and extras must be paid for separately.
4. Occupancy
The maximum room occupancy is two adults. Family rooms (where available) can accommodate two adults (18 years and over) and two children (under the age of 16 years). Children aged 16 or 17 years will be permitted to stay in separate room(s) under the responsibility of the parent or guardian and the parent or guardian must also stay in the hotel at all times the children are within the hotel. You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy and compliance with these terms. Occupancy is not transferable.
Those under 18 years old are not permitted to stay in a room at the Castle unless a parent or guardian is also staying in the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you and ensure all guests under your booking bring identification, otherwise where requested you and/or your guests will not be permitted to stay.
You must not exceed the maximum specified occupancy for the room type which you have booked.The maximum occupancies are set out below.You will need to speak directly to the hotel to confirmroom size.
Family rooms | The maximum number of occupants is 5(including babies & children) in the following combinations: - 2 adults, 1 child (under 16)and 1 baby in a cot (supplied by you) - 2 adults, 2 children (under 16) and 1baby in a cot (supplied by you) - 2 adults and 2 babies in cots (supplied byyou); - 1 adult and 1 child (under 16) |
Double rooms | - 2 adults; - 1 adult and 1 child (under 16). |
Twin rooms | - 2 adults |
We do not permit people under the age of 18 to stay in our hotels alone.You must not leave under 18s unattended in any rooms or public areas at any times.
5. Accessibility
All of our rooms are on the first floor and accessed by a staircase made up of 14 stairs.Each room has an en-suite shower room where showers are raised on plinths to allow for normal drainage.
6. Special requests
Although the Castle will try to accommodate special requests, all rooms and ingredients are subject to availability.
7. Meals
Meals are not included in the room price.
Any meal deals offered are available for adults only .
8. Paying for your room
We will issue you with a confirmation number when a booking has been made.The confirmation number is proof that we have accepted your booking.No booking shall be binding until we issue you with a confirmation number.
Any bookings made through our telephone reservations centre will be subject to an additional booking fee. We will not refund the booking fee if you cancel your booking.
If your booking is not payable in full at the time of booking we require debit or credit card details to be provided at the time of booking and we will charge such payment card for the cost of the first night of the booking if you fail to arrive.You will need to pay on arrival and you must do so by using, in person only, the payment card which you used to make the booking or cash.We do not accept payment over the telephone, by fax or by cheque.
Refund process
Where a refund is payable in accordance with these terms, we will only make refunds in full and to the payment card that you used to make the booking.If you cancel your booking before you check in in accordance with these terms we will normally credit refunds within 10 days of cancellation. If you shorten your booking during your stay in accordance with these terms we will normally credit refunds within 10 days of the last day of the original booking. If you are an individual consumer, your statutory rights are unaffected.You can find out more about your statutory rights by contacting the Citizens Advice Bureau or going to https://www.gov.uk/consumer-protection-rights.If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to pay on arrival.
Payment may be made by cash (with proof of identification), credit/debit card (Visa, MasterCard, American Express, Diners Club, Maestro and Electron).The expiry date of your debit/credit card must be later than the end of your stay. We do not accept personal cheques or family discount cards.
9. Cancellation
Your right to cancel:
If you cancel a reservation after 1pm UK time on the day of arrival (including any "no show") and have not already paid for the room in advance you will be charged a cancellation charge equivalent to one night's total accommodation per room booked and for any meals and other extras booked for the first night of your stay such as dinner. A cancellation reference will be given and should be retained as proof of cancellation. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
If you decide to shorten your stay you must inform reception by 12 noon UK time on the day you wish to check out. Otherwise you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the following day. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
The first night of any booking made after 1pm UK time on the day of arrival and the cost of any meals and other extras booked for the following day is non-refundable in the event of a cancellation (including any "no show").
Cancellations fees for reservations made on third party sites, such as Booking.com or Expedia, are subject to cancellation fees set out to you at the time of booking.
Our right to cancel:
Your breach
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
you do not pay us when you are required to do so; or
you breach the contract between us in any way; or
you have previously breached the contract between us in any way.
If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.
Events outside our control
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
if you have already paid for your room, we will refund your payment to you; or
if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.
10. Arrival and departure
From 1st October 2021, check-in time will be from 3pm to 8pm. If you think you’re likely to arrive after 8pm, please let us know in advance.We cannot guarantee that access to the building can be assured after the allotted check-in time.
Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport, driving licence, ID card or police warrant card.
Rooms must be vacated by 10:30am on the day of departure. Failure to leave your room by this time may result in a late check-out charge of up to one night's additional accommodation charge.
11. Check-in
If any additions have been made to a booking, (e.g. Meal Deal) they must be paid for in full on arrival. If the booking has been pre-paid, any extras must be paid for with the same credit/debit card used to pre-pay the booking.
Bookings made on behalf of a guest can be checked in by either the original booker or the named lead guest, providing payment has been made in full.
Details of the lead guest for each room in the booking must be entered during check-in together with their nationality and passport details (if required).
12. Castle Hotel expectations of you (and your group)
You must not:
lbe threatening or abusive to any of our team before, during or after your stay;
lsmoke anywhere inside our premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking on premises outside of the designated smoking area will always result in a £100 fine;
lcause any health and safety hazard to any of our team members or any of our guests;
lbring any potentially dangerous or hazardous materials or equipment onto our premises;
luse any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills;
ltamper with any fire alarms or emergency equipment;
lutilise our rooms to store items (personal or otherwise) which could, in the sole opinion of the Castle Hotel, cause damage to the room, or be a risk to the health and safety of staff or property;
lprevent management, housekeeping and/or maintenance staff from access to your room(s) as and when required by us with housekeeping permitted full access at least once every two days;
lremove, damage or destroy any of our property;
luse any of the technology provided by us to download or access any unlawful or obscene material; or cause unreasonable disturbance to our other guests or any of our staff.
If you or your group cause damage or loss of any kind to us, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to us on demand the amount required to make good or remedy such damage or loss.
You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any of our rooms for sale either on its own or as part of a combined offer. We will not honour any reservations made in this way and will not accept any liability for doing so.
If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, we reserve the right to:
cancel your reservation with immediate effect and (if appropriate) eject you from our premises;
restrict access to the hotel;
remove your items from the room and hotel, disposing of such items (at no cost and no liability) to a local charity to the extent such items are not collected from us within 7 days of removal;
retain all sums paid by you and/or charge you the full amount of your reservation; and/or
refuse future reservations from you
We will not be liable for any refund or compensation in such circumstances.
We reserve the right to decline or cancel reservations made and stays in progress by those who have previously breached these terms and conditions (as may be updated from time to time), whether the reservation is in that name or not.
13. General
We reserve the right to:
-change your room allocation at any point during your stay for any reason; or
-cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we have to cancel your booking(s) we will attempt to notify you and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.
Your information
We keep your personal data safe and secure. Full details about how we use your data are set out in our Privacy Notice (click link for further details). Similar to other commercial websites, this website and the System utilises a standard technology called cookies and web server logs to collect information about how the website and/or the System is used and how to improve them. Further details can be found in our Cookie Notice. By providing information about you and your booking group (as outlined in the Privacy Notice) when making a reservation, you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.
The contract
This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
Your rights
If you are a non-business customer you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.
Our liability
We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.
We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.
If we breach these terms and conditions for reasons within our control we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.
Save as prohibited by applicable law, we shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, for any indirect or consequential losses including:
loss of income, sales or revenue;
loss of business;
business interruption;
loss of profits or contracts;
loss of anticipated savings;
loss of data;
loss of reputation and/or goodwill; or
wasted management or office time.
Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the Hotel Proprietor's Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
Applicable law
These terms and conditions, their subject matter and formation (and any non-contractual disputes or claims) are governed by and construed in accordance with English law.
If you are a consumer you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your reservation and/or stay with us. We retain the right to bring proceedings against you for breach of these terms and conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to your reservation and/or stay with us.
Severability
If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.
All rights not expressly granted in these terms and conditions are reserved.
For any questions or further information, please contact our Reception Team on 01303 266311..
14. Behaviour
Castle Hotel has a zero-tolerance policy in which it will refuse to admit or refuse service or accommodation in the hotel or may remove a person who: while on the premises of the hotel acts in an obviously intoxicated or disorderly manner, destroys or threatens to destroy hotel property, or causes or threatens to cause a public disturbance; or refuses or is unable to pay for the accommodations or services.
A person who negligently or intentionally causes damage to the hotel or any furniture or furnishings within the hotel, shall be liable for damages sustained by the hotel staff, including the hotel’s loss of revenue resulting from the inability to rent or lease rooms while the damage is being repaired. Should this damage come to light after the guest has departed, the Hotel reserves the right to charge the guest’s credit card.
Smoking is not permitted in anywhere within Castle Hotel other than in designated smoking areas outside the hotel.You must not smoke in the hotel rooms or public areas, or interfere with our fire detection system or with any emergency equipment.If you do so we may terminate your booking and reserve our rights to take any further action.We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover our reasonable costs.The reasonable costs we incur if you smoke in our hotel are likely to include costs for specialist cleaning, repair or replacement of damage by you to our property, the cost of the room for any period it is unusable and our administration expenses.If you request it we will send a breakdown of these costs to the address used for the booking.
You must not bring any potentially hazardous or otherwise dangerous items on to our premises.
You must not damage or interfere with any items belonging to us. If you do so we may terminate your booking.You must bring any damage to our hotel or property to our immediate attention. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover the reasonable costs for any repair, replacement or specialist cleaning we incur if you damage our hotel or property.If you request it we will send a breakdown of these costs to the address used for the booking.
Cooking equipment including but not limited to microwave ovens, fridges, deep fat fryers and toasters must not be operated by you in the hotel.
You must not cause any disturbance to any other guests or our staff including but not limited to noise disturbance.
All room keys must be returned to us on check-out.If you don’t do this we may charge you for a replacement key or lock as required.In the event that a key is not returned after check-out we request you to contact the hotel to make arrangement for keys to be returned.
If you do not comply with any of our house rules when staying at our hotel we may terminate your booking and require you to leave the hotel immediately and may retain any money paid to us for such booking.If we consider your non-compliance to be sufficiently serious we may not accept any future reservations from you and/or not allow you entry to or accommodation at any of our hotels.
Your responsibility: If you or any member of your booking causes damage or loss of any kind to us or any other guests, including but not limited to as described (Smoking) above, you will be responsible for that damage or loss and you as the person who made the booking will be required to pay the costs, including but not limited to those described in this section.
If we are entitled to recover costs or other sums of money from you under this section we may (at our sole discretion) charge the payment card details provided at the time of booking.
No exceptions will be made and we appreciate your cooperation on this matter.
