Terms & Conditions
These Terms and Conditions shall apply to the booking of accommodation, use of the facilities and services at the Townhouse Hotel, 49-51 Lower Bridge Street Chester, known as Know Hotels Chester Ltd Limited trading as The Townhouse Chester (Company/we/us). As a customer (whether private or as a business), these Terms & Conditions shall take priority and precedence over any other terms and conditions purported to apply to your booking accommodation at the Townhouse Hotel. We do not accept any alternative terms and conditions unless we provide prior written consent signed by a director of the Company.
1.1 Booking accommodation or the use of any of our services at the Townhouse Hotel indicates full acceptance, without reservation, of these Terms and Conditions which are fully incorporated into the agreement you have with us when we accept your booking.
1.2 You declare that you are of legal age (minimum 18 years of age – identification of age maybe required) and have sufficient legal capacity to be bound by these Terms and Conditions, failure to meet this may result in cancellation of booking.
2. Use of Townhouse Hotel’s online Reservation services
2.1. Online Reservation Services 2.1.1. Online Reservation Services: the online reservation services are for reserving a room at the Townhouse Hotel online including by way of our website www.chestertownhouse.com. The use of these services indicates the full acceptance, without reservation, and the validity of each and every one of these Terms and Conditions. Our Terms & Conditions may be updated without further notice and you are strongly advised to check for any updates that may affect your booking.
2.1.2. Procedure for entering into a contract: when using the service: the customer will receive a confirmation e-mail which will include his or her reservation booking number. That e-mail serves as proof of your reservation. Please check the confirmation in order to avoid any possible misunderstanding. Should there be any incorrect detail or unacceptable term or condition, please contact us within 24 hours of receiving the confirmation. We cannot be responsible for incorrect contact details that you provide including incorrect email addresses. Acceptance of your booking will be made following receipt of your deposit or where we have received correct and acceptable credit or debit card details, we reserve the right to cancel your booking if invalid credit card details are provided.
2.1.3. Guarantee and cancellation policy: reservations made through the website will be guaranteed by the credit/debit card provided by the customer when completing the booking form. Failure to check-in or cancel before the cancellation deadline for Classic, Executive or Suite Bedrooms 11am two days prior to arrival for Apartment bookings 11am four days prior to arrival, means an automatic charge to the credit/debit card of the amount corresponding to one night’s stay at the rate provided at the time of the booking. If guests have booked an Apartment the 20% deposit will be lost is cancelled at any point after the deposit has been taken.
22.214.171.124 The Townhouse Hotel’s high demand, Grand National, Golf and Liverpool FC home game dates guarantee and cancellation policy: during major sporting or cultural events including Liverpool FC home games, certain rates may not be available. Certain dates may be subject to booking a minimum length of stay. All rates are subject to availability.
126.96.36.199 Extended Stay Reservations: for more than 7 nights are guaranteed by paying via pre agreed company credit or via a pre-paid week by week process, in addition to a £250 pre-payment via cash or debit/credit card, refundable on departure. When this payment has been received, your reservation will be confirmed by e-mail. If you cancel your reservation between 28 days and 7 days before your scheduled arrival date, 10% of the total amount for your stay will be charged. 7days to 3 days will result in 25% of the total amount for your stay will be charged. For long stays, confirmation deposits are not returned. If you cancel your reservation 48 hours or less before your scheduled arrival date, 100% of the total amount for your stay will be charged.
188.8.131.52 Events: events take place on a regular basis at the Townhouse Hotel. If there are events taking place on the dates of your stay you may wish to cancel your booking (subject to these Terms and Conditions). Please contact us in advance to ask whether there are any events at the time of your stay. We cannot guarantee that we will have details at the time of your request. Cancellation charges may still apply in accordance with these Terms and Conditions
2.1.4 Our Reservations team will personally handle any cancellation request you may have, Monday to Fridays from 08.00am to 20.00pm on 0151 2361220 or 24 hours a day at reception.
2.1.5 Nothing in these Terms and Conditions shall affect your rights as provided by the Consumer Protection (Distance Selling) Regulations 2000 (including any amended and similar regulations).
2.2. Use of the services
You must not use our services or any part of the Townhouse Hotel for purposes that are unlawful, immoral, offensive, unsociable, elicit and/or which are contrary to these Terms and Conditions, are injurious to the rights and/or interests of third parties or which may, in any way, damage the reputation the Townhouse Hotel or our services. In the event this occurs, you will be asked to leave the premises with immediate effect and will be charged for any damages/outstanding balances relating to your actions
2.3. Right to modify
Although every effort is made to ensure the accuracy of the information set out in the website and any promotional materials, we do not accept responsibility for any errors or omissions and we reserve the right to vary, amend, supplement or cancel any of the information or offers featured at any time. We also reserve the right to modify services provided at any time and our terms and conditions including these Terms and Conditions.
2.4 Rooms with two single beds (twin room) / double rooms As our hotels normally have many more rooms with double beds than two single beds, sometimes a room with a double bed will be assigned even though the reservation was for two single bed room. If it is essential that your room has two single beds, we advise you to let us know and we will ensure that the hotel reservation team receives this information. We cannot guarantee that a twin bedded room may be available.
2.5 Reservations of 10 or more people count as group reservations Group reservations should not be divided into several smaller reservations. Groups Terms and Conditions will still apply. Payment and cancellation terms for group reservations will be confirmed along with each group reservation request. 2.7 Check-in and check-out times Your accommodation is available from 3pm on the day of arrival. There may be circumstances where availability is delayed and we shall not be liable for such delays. Rooms must be vacated by no later than 11am on your departure date unless otherwise agreed in writing by the management of the Townhouse Hotel. We shall be entitled to charge for an additional day if you have not vacated your room by 11am on the day of departure.
2.8 Advance Purchase / Pre-Payment All reservations made on an Pre-paid rate, the payment for these reservations is processed when the reservation is made or any time thereafter. These specific bookings are non-refundable, even in the event of cancellation or transference. All other reservation payments are made as part of the check in process, where you have the option to pay on arrival via cash or debit/credit card with all other facilities on property being the same. An alternate option is to give a preauthorisation for the full amount of your stay and any pre-agreed extras plus an extra daily amount of £50.00. This allows charge back facilities onto your room account for any property facilities, with full payment being made on departure. The preauthorisation amount creates a credit limit equal to this amount. If this credit limit is exceeded, the charge back facility will be removed and a further preauthorisation for an increased amount will need to be completed.
2.9 Pricing 2.9.1 Our packages and pricing will fluctuate depending on availability and demand. All prices are subject to change without notification and are inclusive of VAT at the current prevailing rate (unless otherwise stated). Your price rate is guaranteed once you have received email confirmation in accordance with clause 2.1.2 of these Terms and Conditions.
2.9.2 Promo codes cannot be applied to previously placed orders. They are not transferable or redeemable for cash or credit. To apply a promo code, you must enter it prior to completing the booking. Offers using the promo codes are subject to availability.
2.10 Cancellations Cancellations made outside of office hours must be sent directly to reception at the Townhouse Hotel. All cancellations are required in written format and can be sent to email@example.com For groups of 10 or more people, different cancellation terms will apply – these will be notified when the reservation is made. We reserve the right to cancel reservations which, in our reasonable opinion, we consider to be fraudulent or inappropriate. The management of the Townhouse Hotel shall have the exclusive right to waiver or reduce any cancellation charges.
2.11 Children 2.11.1 Children up to the age of 2 years stay free. However, if a cot is required an additional charge will be required. Please advise prior to arrival, if this facility is required. 2.11.2 We must be informed of minors less than 18 years travelling alone (or with friends of similar age) before making the reservation and our prior approval is required before confirmation. Where we are not advised of this in advance, we may be entitled to deny accommodation to minors less than 18 years of age who arrive without an accompanying adult.
2.12 Outbookings 2.12.1 In the highly unlikely event that we are unable to provide the accommodation reserved, you accept that our responsibility shall be limited to finding alternative accommodation of a similar level and offering suitable transport to that alternative accommodation. The Townhouse Hotel takes all necessary precautions to ensure that this does not happen and it is very rare. The customer also accepts that advance warning of such a change of hotel cannot be guaranteed. We shall not be responsible for costs, losses or damage arising from or related to relocation. We shall not be liable to a customer for losses suffered as a consequence of the customer’s rejection of our offer of alternative accommodation.
2.12.2 If the customer is not satisfied with any aspect of the alternative accommodation you must make this known immediately to the management of the alternative establishment, giving them the opportunity to rectify the situation.
2.13 Special requirements If you have special requirements please inform us at the time of booking.
3. Protection of your personal data. We take our customer’s privacy as a matter of extreme importance. Please see points 13 & 14 on how we manage your personal information.
4. Spa facilities. We do not have any spa or gym facilities on site, please contact the hotel and we will be more than happy to recommend a local spa.
5. Liability and Indemnity
5.1 Our liability for any loss or damage suffered by customers shall be limited to that which arises out of the negligence of our employees, subcontractors or agents.
5.2 Notwithstanding sub-Clause 5.1 above, we shall not be liable for any indirect loss or damage which may be suffered by a customer including, but not limited to, loss of income, loss of business, loss of profits, loss of opportunity, loss of anticipated savings, loss of data or loss of enjoyment.
5.3 Nothing in these Terms and Conditions purports to limit or exclude our liability for death or personal injury caused by the negligence of the Hotel, its employees, subcontractors or agents; fraud or fraudulent misrepresentation; or any other matter for which it would be illegal for us to limit or exclude its liability.
6. Force Majeure We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond our control.
7. No Waiver No failure or delay by us in exercising any of our rights under these Terms and Conditions shall be deemed to be a waiver of that right, and no waiver by us of a breach of any provision of these Terms and Conditions shall be deemed to be a waiver of any subsequent breach of the same or any other provision.
8. Set-Off You shall not be entitled to set-off any sums in any manner from payments due or sums received in respect of any claim under the booking or any other agreement at any time.
9. Third Party Rights No part of the booking agreement or these Terms and Conditions is intended to confer rights on any third parties and accordingly the Contracts (Rights of Third Parties) Act 1999 shall not apply to such agreement and/or these Terms and Conditions.
10. Entire Agreement
10.1 The booking agreement and these Terms and Conditions contain the entire agreement between you and us with respect to its subject matter and may not be modified except by an instrument in writing signed by a director of the Company.
10.2 You acknowledge that, in entering into the booking of your accommodation, you do not rely on any representation, warranty or other provision except as expressly provided in these Terms and Conditions, and all conditions, warranties or other terms implied by statute or common law are excluded to the fullest extent permitted by law.
11. Severance In the event that one or more of the provisions of these Terms and Conditions is found to be unlawful, invalid or otherwise unenforceable, that/those provision(s) shall be deemed severed from these Terms and Conditions and the remainder of these Terms and Conditions shall be valid and enforceable.
12. Law and Jurisdiction These Terms and Conditions and booking agreement (including any non-contractual matters and obligations arising there from or associated therewith) shall be governed by, and construed in accordance with, the laws of England and Wales whose courts shall have exclusive jurisdiction.
13. Credit Card Details
13.1 Payments (if taken at the time of booking) are taken via Secure Trading’s payment network which has an unrivalled uptime record and sophisticated security inbuilt as standard. Secure Trading’s payment gateway sits between our website and bank and encrypts all credit and debit card data and ensures that the information cannot be read by anyone else.
14. Privacy Statement & use of customer data
14.1 All handling & collecting of customer data is processed in accordance with local law & are not sold to 3rd parties.