Booking Terms & Conditions

BOOKING TERMS & CONDITIONS

Please read these Terms & Conditions carefully.

By using this website and the Frensham Pond Country House Hotel & Spa online booking service you are agreeing to be bound by the Terms and Conditions detailed below which form the basis of your contract with Frensham Pond Country House Hotel & Spa. In the Terms & Conditions set out below, “you” and “your” refers to all persons named on the booking, which includes any individual(s) subsequently added or substituted at a later date. “We”, “us” and “our” all refer to Frensham Pond Country House Hotel & Spa. Please print and retain a copy of this Agreement for your records as it may occasionally be updated.

1. Making a booking

By making a booking you are confirming that you are authorised to do so on behalf of all persons named in the booking and you are acknowledging thatall members of your party agree to be bound by these Booking Terms & Conditions.
When your booking has been made a confirmation will be sent to you by email using the email address that you have supplied. You should retain a copy of this confirmation for your reference. Booking confirmations are subject to the availability of accommodation at the hotel. You should carefully check the details of your confirmation as soon as you receive it. You must contact Frensham Pond Country House Hotel & Spa immediately if any of the details are incorrect or incomplete.
We will always endeavour to rectify any inaccuracies or accommodate any alterations you wish to make to your booking. We cannot accept liability for any inaccuracies that are not brought to our attention within three days of issuing your confirmation, nor can we accept responsibility for inaccurate information that you have supplied.

2. Paying for your booking

Depending on the rate being booked, most bookings made via the Frensham Pond Country House Hotel & Spa website must either be guaranteed with a credit or debit or paid in full at the time of booking. Where payment is due at the time of booking it will be deducted from your credit or debit card when the booking is made. For bookings where payment is not taken in advance, the balance of the payment will be deducted 48 hours prior to the arrival date also any extra costs incurred during your stay, must be made when you checkout(Subject to successful preauthorization) . Credit or debit cards are welcome in settlement of your hotel account. (Please note that certain supplementary items may require a non-refundable deposit.)
As a measure of fraud prevention you will be required to enter the 3-digit Card Verification Value (CVV) printed on the back of your credit or debit card when making a booking online. American Express cards have a 4-digit code, shown on the front of the card. Payments by debit or credit cards do not incur card surcharges.
Unless stated as part of your booking, additional items such as (but not limited to) the cost of external telephone calls, meals, drinks, items from the mini-bar and travel expenses, are not included in the price of your stay. If you incur any such additional costs you must settle the sum involved prior to your departure from the hotel.
All prices are quoted in GBP (£) and include Value Added Tax (VAT) at the prevailing rate at the time a payment is made.

3. VAT Invoice

A VAT invoice for your stay will be provided at the hotel on departure.

4. Price changes

Frensham Pond Country House Hotel & Spa reserve the right to increase or decrease the price of unsold rooms at any time. The price of your room or chosen break will be confirmed when your booking is made and, with the exception of any errors, we will not increase this price once it has been confirmed. We reserve the right to correct any errors in advertised and confirmed prices and will do so as soon as we become aware of an error. We will notify you of any price discrepancies relating to your booking should they arise. We strongly advise you to check that the final price of your booking is correct before making your final confirmation. Should you take advantage of a pricing error on the Frensham Pond Country House Hotel & Spa website, or through the Reservations team, we will notify you as soon as it is brought to our attention. In the event of an unlikely situation of this kind, it would be necessary to cancel your booking and refund your money.

5. Amendments to your booking

You should notify us of any amendments to your confirmed booking by telephone or in writing (by post or by email to info@frenshampondhotel.co.uk) as soon as possible. Amendments are subject to availability and those made outside the cancellation period (see below) may be subject to cancellation charges.

6. Cancellations within the Cancellation Period

You will not be charged to cancel your booking should you wish to make your cancellation within the allowed cancellation period. This does not apply to Advance Purchase Rates and select packages or special offers which may be either fully non-refundable or partially non-refundable. Where this is the case, this will be detailed in the offer terms and conditions. You can cancel your booking by using the link and password provided in your booking confirmation email. A cancellation confirmation will be sent back to you at the same email address, unless you are making a cancellation outside the cancellation period.

7. Cancellations outside the Cancellation Period

On all confirmed bookings cancelled outside the specified cancellation period, there is a Cancellation Charge equivalent to the total cost of the first night’s booking value, with the exception of Advance Purchase Rates where the total cost of the booking value is taken, or unless otherwise stated. This includes non-arrivals or instances where you cannot provide proof of cancellation (cancellation confirmation or reference number) if requested to do so. Your credit or debit card will be charged a Cancellation Charge, equivalent to the total cost of the first night’s booking value on Best Flexible Rate bookings and most packages and special offers, less the deposit charged at the time of booking. Full charges apply for Advance Purchase bookings and select packages and special offers, including Christmas and New Year packages. Our cancellation policy applies to bookings of up to 3 rooms. With the exception of Advance Purchase Rates and specific packages and offers that have their own cancellation terms, you will not be charged for cancelling your booking should you cancel your reservation by 4.00pm (local time) at least 24 hours prior to your scheduled day of arrival at the hotel.

Cancellations and changes made by Frensham Pond Country House Hotel & Spa: 

In the unlikely event that a hotel is unable to accommodate a confirmed reservation it may be necessary to offer an alternative of an equal standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will tell you as soon as possible, offering a suitable alternative or a refund. This does not apply to minor changes or events during your stay, resulting from unusual or unforeseeable circumstances beyond our control.

We cannot be held responsible for cancelling your booking as a result of your failure to comply with any requirement of our Booking Terms & Conditions, and we cannot be held liable for any expenses, costs or losses incurred by you as a result of any change or cancellation. Should you decide not to honour your booking on arriving at the hotel, and choose to leave or stay at another hotel, you will be charged in full for the first night’s stay and we cannot be held liable for any expenses, costs or losses that you incur.
If a guest or a member of your party behaves in a way that causes or is likely to cause danger, upset or distress to a third party or to hotel or guest property, we are entitled, without prior notice, to curtail the stay and request that the person(s) concerned leave the hotel. No refunds or return travel arrangements will be made and we will not pay any expenses or costs incurred as a result of such a curtailment.

8. Additional Requests

All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests made should be prior to your arrival at the hotel, giving reasonable advance notice.

9. Third party suppliers

Elements of your break may include services supplied by third parties (for example golf, clay pigeon shooting, mountain bike hire, etc). Such third party suppliers will usually have their own set of Terms and Conditions relating to the services they provide. You should consult the Terms and Conditions of any third party either before or soon after making a booking if your break includes such items.

10.Medical conditions

If you or any member of your party has a medical problem or disability which may affect your stay, please either call our Reservations team on 01252 795161 or email (info@frenshampondhotel.co.uk) to advise us so that we can make provision for the particular needs of the person(s) concerned, or advise you if we are unable to make such provision. If details are not provided to us at the time of booking, the hotel reserves the right to cancel the booking should it be unable to make appropriate provision for a specific need or needs.

11. Circumstances beyond our control

We cannot accept responsibility for unforeseen circumstances beyond our control. These include (but are not limited to) adverse weather conditions, flooding, power cuts in the area, fire, riot, war, terrorist activity (or threat of such activity), industrial dispute, natural disaster, or injuries and death of an individual(s) through accidental circumstances unconnected with the hotel. By making a booking you are accepting responsibility for any damage or loss caused by yourself or a member of your party. Full payment for any such damage or loss must be paid to the hotel owner or manager on demand. If you fail to do so, you will be responsible for meeting any claims subsequently made (together with our own and the other party’s full legal costs) as a result of your actions.

12. Complaints

If you are dissatisfied with any aspect of your stay you should bring the problem or issue to the attention of the duty manager at the hotel as soon as possible so that all reasonable efforts can be made to rectify the situation. If for any reason the issue cannot be resolved to your satisfaction and your booking was made through Frensham Pond Country House Hotel & Spa, and you wish to make a complaint, you should put it in writing and send it to the Operations Manager.
Any complaints made retrospectively that arise out of your stay at a hotel, which have not been brought to the attention of the hotel during your stay are less likely to receive the same high level of attention.
Should you be dissatisfied with any aspect of the service provided by Frensham Pond Country House Hotel & Spa, please bring it to our attention by writing to: Operations Manager, Frensham Pond Country House Hotel & Spa, Farnham, Surrey GU10 2QD. Complaints brought to the attention of Frensham Pond Country House Hotel & Spa will normally receive a response within 7 working days.

13. General Information

Prices & Availability:
 For real-time hotel prices and room availability for all Frensham Pond Country House Hotel & Spa, please go to www.frenshampondhotel.co.uk or call the hotel on 01252 795161 . Book instantly online. All prices are quoted in GBP£ and include Value Added Tax (VAT) at the prevailing rate at the time a payment is made.

Price tips: 
Our room pricing will fluctuate in line with market demand. Prices are generally lower the further in advance that you book. You will get exceptional value when staying in January and also on one night dinner, bed & breakfast breaks on most Sundays throughout the year.

Breakfast & Dinner: 
Bed & breakfast prices include a full, traditional breakfast, unless otherwise stated. Dinner, bed & breakfast prices include breakfast as outlined above and either a 3-course meal plus coffee taken from the standard table d’hote (set dinner price) menu or an allowance towards the cost of a meal taken from the a la carte (individually priced dishes) menu, unless otherwise stated. Room only rates do not include any meals. Dress code and child restrictions at certain times, or for certain events, may apply.

The Spa: 
Day access to The Spa is charged at £20.00 per person, per day for residential guests. Day access includes use of the thermal suite and wet spa, towels, spa robes and slippers. Day access to The Spa is on a first-come, first-served basis and is subject to availability. The Spa has a strict over 16s policy.

Checking-in: 
Your room(s) will normally be available after 14.00. If you plan to arrive later than 6pm, please advise us directly by calling the number given on your booking confirmation. Check-out is by 10.00.

Children welcome: 
Up to two children, aged 16 or under, can enjoy free accommodation when sharing with two adults in any designated Family Room that can be booked online on the hotel website. Breakfast and dinner can be purchased in advance for each child, as required, during the online booking process.

Parking: 

Car park facilities are available for complimentary use by our residents. As a resident of our establishment, you are welcome to utilize the parking area during your stay at no additional cost.
For non-resident guests, our car park is chargeable. Details of the parking charges are prominently displayed within the car park for your convenience. We kindly ask that non-resident guests adhere to the displayed charges when utilizing the parking facilities.

In-House Residents and Restaurant Guests:

Complimentary car parking is available for guests staying at our hotel and patrons dining at our restaurant. Please speak to our team members to register you car with us at the Hotel Reception on arrival. Please present your proof of stay or dining receipt to the parking attendant to avail of this service.

Pets: 
With the exception of assistance dogs, small dogs may be accepted at some hotels at the discretion of the hotel but are not permitted in public areas. Guests are liable for any damage caused by their pet.

Taxes:
 All prices include service and Value Added Tax (VAT) at the prevailing rate at the time a payment is made. Tourist attractions: To avoid disappointment you should check the seasonal and/or daily opening times of any tourist attractions prior to travelling to the hotel or the attraction concerned. Frensham Pond Country House Hotel & Spa cannot be held responsible under any circumstances for any operational issues or alterations at any tourist attraction listed on the Frensham Pond Country House Hotel & Spa website.

Accuracy of information on this website:
Whereas we endeavour to ensure the information contained within this website is as accurate as possible, there will inevitably be instances where information may be incorrect or out of date. It is always advisable to check specific details that may be relevant to your booking prior to making that booking. For example, information relating to regional or local attractions is intended for your general information and any changes to such attractions or facilities are beyond our control. We reserve the right to amend or remove information at any time and do not accept responsibility for keeping copies of any amended or deleted information.

14. Insurance

It is your responsibility to ensure that any insurance cover you have provides adequate cover for your needs and for the duration of your stay.

15. Usernames and Passwords

This site may provide you with the ability to use usernames, passwords, or other codes or devices to gain access to restricted areas. The content contained in such areas is confidential to Frensham Pond Country House Hotel & Spa, and is provided to you for your own specified personal or corporate use. We reserve the right to withdraw the use of such access codes at any time should we feel that their use is being abused or is likely to be detrimental to our business in any way.

16. Our liability to you 

We accept liability for, and totally restricted to, services booked via the Frensham Pond Country House Hotel & Spa website in accordance with the Booking Terms & Conditions current at the time of booking. We cannot accept any other form of liability. All Frensham Pond Country House Hotel & Spa is independently owned and managed.

17. Website Privacy

In order to receive details about special offers and promotions from us by email you must have opted-in to our mailing list. If at a later date you wish to opt out of our mailing list you can use the link or email address provided at the bottom of any of our emails to do so. Alternatively, you can unsubscribe by sending an email to: info@frenshampondhotel.co.uk. We do not send unsolicited email communications and we do not under any circumstances sell, exchange or trade email addresses to or with any third parties.

Reservations:
In order to guarantee your reservation you will need to provide us with specific personal details relating to that reservation. Your details will be used only for the purpose of handling that reservation and will be provided to the hotel in which you are staying for that specific purpose.
FrenshamPondHotel.co.uk is hosted on a secure (SSL). Any information you provide while you are within this secure environment is encrypted and cannot be read by a third party.

When you make a reservation we will use your email address for the purpose of fulfilling that reservation. This will include sending you an email to confirm your reservation and may include additional communication should we need to contact you regarding specific requirements or a cancellation. If you choose to opt-in to our mailing list during the booking process, then we will store the contact details that you have provided so that we may fulfil your request for future communication. It is in your interest to opt-in to our mailing list and to be included in the special offer mailings that are restricted to those who have previously booked.

Enquiry forms:
Information you provide to us using an enquiry form on the Frensham Pond Country House Hotel & Spa website is used only for the purpose of fulfilling that enquiry.

18. Third party websites and viruses

Frensham Pond Country House Hotel & Spa cannot be held responsible for the accuracy, content, or availability of information about our hotel that may be found on third party websites. Neither are we responsible for the content or privacy policies of any third party websites that have links to or from the Frensham Pond Country House Hotel & Spa website.

Attempts to interfere with the operation of our website, by whatever means, or any attempt to place an unreasonable or disproportionate load on our website or server infrastructure is prohibited.

In the event of our website failing to operate, either in whole or in part, due to infections by computer viruses, bugs, tampering, unauthorized intervention, fraud, technical failures or any other causes beyond reasonable control, we reserve the right in our sole and absolute discretion to prohibit usage of our site and to cancel, terminate, modify or suspend the site.

All rights reserved All copyright and other intellectual property rights in all text, images, sounds and other materials on this site is the property of Frensham Pond Country House Hotel & Spa and its affiliated companies. No reproduction of any part of this site may be sold or distributed for commercial gain or modified or incorporated into any other work, publication or site.

All names, logos, trademarks, service marks, trade dress and trade names are proprietary to Frensham Pond Country House Hotel & Spa and may not be used by anyone for any purpose without our prior express written consent. Framing or utilized framing techniques of the above or other proprietary information is also prohibited without written consent. We consider our trademarks to be valuable assets, and take infringement of them seriously. It is illegal to use any spy wares, robot, spider or other automatic device, or manual process to track or copy the site or the contents or information without our prior express written consent, apart from the recognized major search engines such as Google, Bing & Yahoo MSN. The use of any such material from the Frensham Pond Country House Hotel & Spa website on any other Web, Internet, intranet, extranet or other site or computer environment is strictly prohibited.

Information on our site is intended for your reference only. If you have any specific queries you should contact Frensham Pond Country House Hotel & Spa direct. Frensham Pond Country House Hotel & Spa nor any party involved in creating, producing or delivering this site shall be liable for any damages arising out of any access to, use of, or inability to use this site.