terms and conditions

General

All reservations at Eagle House are subject to the following Terms and Conditions.  Guests who do not comply with our Terms and Conditions may have their booking cancelled, be refused access to Eagle House, be removed from Eagle House and/or have future bookings declined. Such guests will have no right to a refund.  This is without prejudice to any claim that we may have against you or arising out of your actions. 

Making a booking 

We will send you a confirmation email when a booking has been made.  The confirmation email is proof that we have accepted your booking.  No booking shall be binding until we send your confirmation email.

You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone.  If a guest arrives at Eagle House and is under 18 years of age the guest will not be permitted to stay alone.  You must not leave under 18s unattended in any rooms or public areas at any time.

Any special requests with regard to rooms need to be made at the time of booking.  We shall try to accommodate such requests, although these cannot be guaranteed.  Some requests may incur extra charges which will be notified to you.

Cancellation, refunds and no shows

Cancellation by the Guest

Cancelations must be made via email to info@eaglehouse-eccleshall.com and must include the original booking reference.

As a very small family business, we cannot recover the cost of cancelled bookings which is why we have a strict 14 day cancelation policy. In the event of a cancellation up to 14 days prior to the scheduled date of arrival, no charge will be made and any payment shall be refunded in full. Refunds for cancelations out of this timeframe will not be given in any circumstances. 

As an example, a booking with a check-in date of 16 January 2024 can be canceled up until 23:59 (GMT) on 1 January 2024 and a full refund would be given. If this same booking was canceled on or after 2 January 2024, no refund would be given.

Bookings can be rescheduled (subject to availability), on an equivalent rate, provided this is requested more than 14 days before the original check in date.  Rescheduling outside of this timeframe will not be permitted.

You cannot transfer or resell your booking to any third party.  Any bookings resold or transferred will not be honoured and we accept no liability in respect of this.  We may also refuse to take any future bookings from you.

We advise all of our guests to purchase travel insurance.  We are happy to provide any details needed to process an insurance claim resulting from a guest needing to cancel or curtail their booking. Travel insurance, credit card carriers and personal/home insurance may cover you for unexpected cancelations, emergencies or changes to your travel plans.  We do not offer this service.

Cancellation by us

Should it become necessary for us to cancel a booking we will contact you immediately. Any payments made will be refunded in full.

Check in and Check out

Check-in is between 15:00 and 22:00 on the day of arrival. There is no facility to check-in outside of these hours. Guests arriving after 22:00 will be classed as no shows and will not be eligible for a refund.

At least one guest from each room must Check-in. Guests cannot arrange for someone to check-in and collect keys on their behalf. This also applies to group bookings.

Check-out is by 11:00 on the day of departure.

Maximum Occupancy

A booking is only valid for the number of guests listed in the confirmation email. No guest visitors are permitted in the building. The maximum occupancies are set out below.

Bed and Breakfast room 1 (the Tunnicliff Room)

The maximum number of occupants is two adults and one Child under 12, in either a fold-out bed or cot.

Bed and Breakfast rooms 3 (The Greatrex Room) and 2 (The Emery Room)

The maximum number of occupants is two adults or one adult and a child. Both occupants share a king size bed.

The Eagle’s Nest Apartment

The maximum number of occupants is two adults and one Child under 12, in either a fold-out bed or cot.

When you require a pull-out bed for a child, a supplement may apply. The supplement will be included in the rate quoted for the room.  There will be no charge for children in cots.

Damage, Breakages, loss and theft 

You are responsible and liable for any breakages, damages or losses which you cause to the accommodation or its contents. Please bring any damages or losses to our immediate attention. We reserve the right to charge individual guests or lead guests for repair, making good or replacement of the damage or loss. This includes loss or damage to room keys or fobs.

Guests are not permitted to share access codes or room keys with others.

If such damage is discovered during the stay it will be drawn to the guest’s attention but if discovered after guests have departed then we reserve the right to make a charge to the guest’s credit/debit card, or send an invoice for the costs for payment.

We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that guests would incur to a minimum.

We reserve the right to charge guests or lead guests for any lost revenue in the event a room or shared area is unsaleable due to theft, damage or any other reason.  This includes any refunds or part refunds issues to future customers and is in addition to any repair or replacement costs.  We will always endeavour to undertake repairs as soon as reasonably practicable.

Guest Behaviour

Guests will be refused entry or removed from Eagle House if their presence or behaviour may affect the enjoyment and/or safety of other guests or staff.  This includes, but is not limited to;

  • Violent, aggressive, harassing, threatening, abusive, discriminatory, offensive or insulting words or behaviour.
  • Damaging or defacing any part of the building or grounds.
  • Causing excessive noise or disruption.
  • Illegal activity.
  • Smoking or vaping on the premises.
  • Guests acting in an inappropriate and/or undesirable manner.
  • Failure to comply with reasonable instructions given to you by members of Eagle House staff.

We do not accept Stag or Hen do’s.

Animals

We cannot accommodate guests’ pets or animals of any nature at Eagle House (except for guide dogs, hearing dogs and registered assistance dogs). You should notify us at the time of booking if you are intending to bring such a dog with you.  

Entry to rooms

We reserve the right to enter and/or search any room should we, acting reasonably, have grounds to suspect that guests are using our rooms otherwise than in accordance with these Terms and Conditions. 

We reserves the right to enter a room for the purposes of fault identification or emergency maintenance.

In the event that you are removed from Eagle House, we reserve the right to enter your room for the purpose of removing any personal belongings left behind.

Liability 

The liability for guests for their account is not waived and guests agree to be held personally liable for any charges incurred during their stay. In the event of a booking for more than one room (a group booking) the lead or registered guest (the lead guest) providing credit/debit card details is personally liable for any person, group, company or association that fails to pay all or part of such charges.

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees whilst acting in the course of their employment.

We accept no liability and will not pay any compensation where the performance of our obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control.  You will be entitled to a refund relating to the portion of your stay that is impacted and the services unavailable.  This is including, but not limited to;

  • Flood, fire, earthquake, extreme adverse weather conditions, natural disasters or other acts of God.
  • Acts of Terrorism.
  • Failure of electric power, gas, water, internet or other utility service.
  • Failure of plant or machinery.
  • Illness or injury to key staff members.


Fire safety 

The use of candles or flames by guests is not permitted in any area of the building or garden.

Guests are not permitted to light any fires on the property or in the garden, including the wood burners.

All areas of Eagle House and its garden are strictly non-smoking. Vaping is also not allowed.

Guests are not permitted to bring in any additional cooking equipment such as hot plates or coffee machines etc.

In the Eagle’s Nest Apartment, a kettle, toaster, microwave, oven with hob and a fridge freezer are provided for guests to use. User guides are provided and the equipment should only be operated in line with the manufacturer instructions.

When in use, kitchen equipment should not be left unattended.

Kitchen equipment should not be used by anyone under the age of 18.

All forms of Flambé  cooking are not allowed in the Eagle’s Nest Apartment.

Changes to these Terms and Conditions

We reserve the right, without prior notice, to change or add to these Terms and Conditions.

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