Butlers Policies

Cancellation

There is no charge if you change your booking by midday on the day before your arrival date. Thereafter, a 75% charge will be made for any cancellation if we are unable to re-let your room. For multiple room and multiple day bookings, the cancellation period is 48 hours. For self catering rooms and Cheltenham festivals, the cancellation period is 1 week

Communications

At all times we strive to communicate openly, honestly and respectfully. We reserve the right not to respond to discourteous and/or untrackable individuals and companies. We will respond courteously and timely to every one else.

Complaints

In the event of a complaint, we will investigate and respond in a timely and courteous manner. Where appropriate, we will make immediate amends.

Discrimination

We do not discriminate against anyone for being themselves.

Disability

Assistance to disabled guests is always offered notwithstanding our own availability and ability to help. We offer a range of services to help so please ask if we can be of any assistance.

Please detail any special needs or dietary requests at the time of booking - this will help us to provide the best accommodation and service.

Green

Reduce, Re-use and Recycle: Guests are asked to separate paper and wet refuse and re-use towels by agreement. Wherever practical, all electrical equipment must be turned off when not in use. Wherever possible, energy efficient equipment will be supplied and used.

Health and Safety

At all times we will adhere to the strict guidelines and follow statutory codes of conduct for hygiene, health and safety.

As a rule of thumb, please bring luggage that you are comfortable to carry yourselves. Assuming our availability and ability, we are happy to help with guest luggage not exceeding 20 kilos.

Housekeeping

Damage to Hotel Goods will be charged at replacement or cleaning cost. A standard cleaning charge of £50.00 per night is levied on guests who smoke in their rooms. Replacement keys are charged at £25.00 each..

Payment

All reservations must be confirmed with a credit or debit card. We are unable to accept AMEX or Diners. All accounts are payable in 10 days from invoice.

Pets and assistance dogs

Assistance dogs are welcome at all times. Pets are welcome by arrangement except in Studio (self catering) accommodation.

Guests must provide all bedding, bowls and food and are responsible for pet conduct and cleanliness at all times. Pets are not allowed in public areas nor allowed to be left unaccompanied..

Security

A strict closed door policy is in place and all guests are required to enforce this safety measure. We reserve the right to refuse admission and exclude visitors.

Visitors to guest rooms are welcome until 9.00 pm.

Smoking

We are a strictly no smoking venue. All naked flames including candles are not allowed.

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