Terms & Conditions

  • Hotel Terms & Conditions

    Belle Isle Hotels (Cornwall) Management Ltd Terms and Conditions

    BELLE ISLE HOTELS (CORNWALL) MANAGEMENT LTD TERMS AND CONDITIONS – HOTEL

    These Terms are applicable to all Contracts of any kind made by Belle Isle Hotels (Cornwall) Management Ltd. (“The Cornwall”) and its clients (“The Clients”) and apply to all reservations, bookings and agreements for accommodation and use of all facilities at The Cornwall, unless otherwise specifically agreed in writing. Clients are invited to read these provisions and note their responsibilities, arrangements for payments, cancellation terms and limitations on the liability of The Cornwall. The Contract is conditional on the payment of a deposit or booking guarantee via credit card.

    TERMS OF SUPPLY

    1. INTERPRETATION

    1.1 In these Conditions: “Arrival” means the date on which the Services are to be provided or shall start to be provided by The Cornwall; “Client” means the person for whom The Cornwall has agreed to provide the Services in accordance with these Terms; “Contract” means the contract for the provision of the Services including these Terms as appropriate; “Pre Authorisation” means the pre authorisation specified in clause 5 and Schedule; “External Contractor” means production companies, audio visual companies, television, video or film crews, musicians, bands, live acts and any other performers, toastmasters, florists, photographers and designers and any other person who is contracted by the Client in connection with any of the Services. “Services” means the provision of accommodation, function room hire and/or supply of food and beverages and other Services by The Cornwall for the Client described in writing by The Cornwall and on its website or in its brochure; “Schedule” The Schedule of deposits and payments and cancellation terms annexed to this agreement; “Standard Charges” means the charges shown on the website or published material relating to the Services in force from time to time; “Terms” means these terms and conditions. “Room Rate” means the total package price per night agreed at the point of booking. This could include room only, bed and breakfast; dinner, or any other prior agreed extras, including spa treatments or other goods/services.

    1.2 The headings in these Terms are for convenience only and shall not affect their interpretation.

    2. PROVISIONAL RESERVATION AND CONFIRMATION OF RESERVATIONS

    2.1 If The Cornwall confirms the reservation this Contract is conditional on the Client supplying credit card details to pre authorise the first night room rate and the authority for charges to be deducted. After 2pm three days (72 hours) prior to arrival: 100% of the booking is charged prior to arrival (A cancellation reference number will always be given if a cancellation is received prior to this). If credit card details and payment authority is not given to The Cornwall by the Client then subject to any outstanding obligation due to The Cornwall from the Client the Contract will cease to be of effect. The Services that are the subject of the provisional reservation will be released and be resold without any further notification to the Client.

    3. SUPPLY OF THE SERVICES

    3.1 The Cornwall shall provide the Services to the Client subject to the Contract.

    3.2 The Client shall at its own expense supply The Cornwall with all necessary data or other information relating to the Services within sufficient time to enable The Cornwall to provide the Services in accordance with the Contract. The Client shall ensure the accuracy of all such information. Specific information requirements are contained in the Schedule. The Cornwall may at any time without notifying the Client make any changes to the Services which are necessary to comply with any applicable safety or other statutory requirements, or which do not materially affect the nature or quality of the Services.

    4. CHARGES

    4.1 The charges payable by the Client shall be detailed in writing by The Cornwall. If no charges are specified or additional and varied Services are provided to the Client, the Client shall pay the Standard Charges at the prevailing rate on the day the Services are provided and any additional sums which are agreed between The Cornwall and the Client for the provision of the Services.

    4.2 The Cornwall may vary the Standard Charges from time to time.

    4.3 All charges quoted to the Client for the provision of the Services are inclusive of any Value Added Tax at the applicable rate at the tax point unless otherwise stated.

    5. PRE AUTHORISATION PAYMENT GUARANTEE

    5.1 The Client agrees to provide credit card details to pre authorise the first night accommodation cost and the authority for charges to be deducted if cancelled later than 3pm three days prior (72 hours) to arrival.

    6. PAYMENT

    6.1 The full payment for room rate is made to The Cornwall by the Client on the arrival date.

    6.2 If any services under the contract are varied prior to arrival then the payment made will reflect the latest details contained in the written details provided to The Cornwall.

    6.3 Any additional charges due to The Cornwall from the Client for the Services shall be paid by the Client on presentation of an invoice on departure.

    6.4 For room reservations made using the advance purchase rate full payment will be taken at the time of booking. This payment is not refundable in the event of any amendment or cancellation.

    7. CANCELLATION CHARGES (“NO SHOWS”)

    7.1 The Client agrees to pay charges to The Cornwall in the event of cancellation of the Services or if the Client and/or their guests fail to take up the Services at the time and on the day specified in the Contract. The cancellation charges are calculated by reference to the schedule attached.

    7.2 The Cornwall will provide a cancellation number to a Client in the event of the Client making a cancellation and that number must be used in any future dealings with The Cornwall.

    8. VARIATION IN SERVICES REQUIRED

    8.1 Any variation of numbers, accommodation and food and beverage requirements specified for the Services or other changes or additions must be agreed by the Client and The Cornwall in writing.

    9. LIABILITY OF THE CORNWALL

    9.1 When The Cornwall supplies the Services which include any services supplied by a third party, The Cornwall does not give any warranty, guarantee or other term as to their quality, fitness for purpose or otherwise, but shall, where possible, assign to the Client the benefit of any warranty, guarantee or indemnity given by the person supplying the Services to The Cornwall.

    9.2 The Cornwall shall have no liability to the Client for any loss, damage, costs, expenses or other claims for compensation arising from any instructions supplied by the Client which are incomplete, incorrect, inaccurate, illegible, out of sequence or in the wrong form, or arising from their late arrival or non-arrival, or any other fault of the Client.

    9.3 Except in respect of death or personal injury caused by The Cornwall’s negligence, or as expressly provided in these Terms, The Cornwall shall not be liable to the Client by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the Contract, for any loss of profit or any indirect, special or consequential loss, damage, costs or expenses (whether caused by the negligence of The Cornwall, its servants or agents or otherwise) which arise out of or in connection with the provision of the Services or their use by the Client, and the entire liability of The Cornwall under or in connection with the Contract shall not exceed twice the amount of The Cornwall’s charges for the provision of the Services for each booking, except as expressly provided in these Terms.

    10. TERMINATION

    The Cornwall may (without limiting any other remedy) at any time terminate the Contract by giving written notice to the Client if the Client commits any breach of these Terms, or if the Client goes into liquidation, becomes bankrupt, makes a voluntary arrangement with its creditors or has a receiver or administrator appointed.

    11. CLIENT RESPONSIBILITIES

    11.1 Dress code: Guests are required to comply with the dress code of The Cornwall in the Elephant Bar & Brasserie. Guests are required to wear smart casual wear in those Services after 6.00pm. The Client must ensure that any guests of the Client are aware of this requirement.

    11.2 Arrival and departure times for accommodation at The Cornwall are 3:00 p.m. and 11.00am respectively.

    11.3 The Client is responsible for the behaviour of his, her or its guests at The Cornwall and their compliance with the estate rules (appendix 1) and in particular for the orderly conduct of guests attending any function or staying in The Cornwall or otherwise making use of the Services. The Client must ensure that no noise or nuisance is caused either for The Cornwall or its other guests and Clients. The Client must comply with any reasonable request of The Cornwall and with any policies of The Cornwall as may apply to the Services from time to time. The Client will indemnify The Cornwall against any physical damage or loss caused by the behaviour of his, her or its guests.

    11.4 Should a resident of the hotel wish for any item to be received or held by The Cornwall prior to arrival or following departure, advance notice will be required. The Hotel retains the right to refuse to accept receipt of such items. Any costs incurred for return will be borne by the sender. All items are left at the owner’s risk and may be subject to search. Please note that should an item be locked or sealed, it is the responsibility of the owner of the item to facilitate access. The Cornwall is not liable for any flood, fire or any damage to the items.

    11.5 Smoking (including the use of E Cigarettes) in all areas of the hotel and its bedrooms, restaurants, bars and public areas is prohibited. Residents of the hotel are able to smoke in a designated smoking area in the hotel grounds.

    11.6 Dogs or pets are not permitted in the hotel.  For dog friendly accommodation, please refer to our dog policy under the heading ‘Self Catering Woodland Homes.’

    12. CCTV

    12.1 In the public areas of The Cornwall and some staff areas CCTV is in operation and video recordings may be made. This activity is carried out for security and service reasons for the better management of The Cornwall and security for all its Clients and staff.

    13. PHOTOGRAPHY AND FILMING

    13.1 Photography or filming are not permitted in public areas of the hotel without written consent. Commercial photography or images including trademarks or trade names requires the prior written consent of The Cornwall.

    14. GENERAL

    14.1 The Contract constitutes the entire agreement between the parties, supersedes any previous agreement or understanding and may not be varied except in writing between the parties. All other terms, express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.

    14.2 No failure or delay by either party in exercising any of its rights under the Contract shall be deemed to be a waiver of that right, and no waiver by either party of any breach of the Contract by the other shall be considered as a waiver of any subsequent breach of the same or any other provision. 14.3 English law shall apply to the Contract, and the parties agree to submit to the non-exclusive jurisdiction of the English courts.

    15. GENERAL TERMS TO EXTERNAL CONTRACTORS AND INDEMNITY

    15.1 The Cornwall must be notified by the Client of any External Contractor the Client proposes to use and must obtain the permission of The Cornwall for the use of the External Contractor at The Cornwall. The Cornwall reserves the right to refuse access to any External Contractor;

    15.2 The Client must on request supply to The Cornwall copies of public liability insurance policies with a minimum limit of liability of £5 million per claim or such other insurance as may be required from The Cornwall and the receipts for the last premium due for all External Contractors to cover as a minimum any damage or injury to The Cornwall or any of its property, staff, any plant and equipment of The Cornwall, any guest of the Client or The Cornwall or of any Client resulting from any activity of the External Contractor or arising out of the External Contractor being on the premises of The Cornwall or in respect of any equipment brought onto The Cornwall premises by the External Contractor.

    15.3 Any electrical, audio visual equipment the Client wishes to use that is not the property of The Cornwall can only be brought into The Cornwall and used with The Cornwall’s written permission. All such equipment must comply with the I.E.E. regulations and safety standards. The Cornwall may at its discretion arrange for its own contractors to inspect any such equipment. The cost of such inspection shall be borne by the Client. The Client will comply with any requirement or direction imposed by The Cornwall following such inspection.

    15.4 The Client will comply with the policies of The Cornwall in connection with the construction of any stand, exhibition stand, scaffolding, the use of any plant and equipment that it wishes to bring into The Cornwall and as may generally apply from time to time.

    15.5 The Client will indemnify The Cornwall in connection with any loss or damage caused to The Cornwall, its staff, contractors, clients and guests or to any property of The Cornwall or any such persons arising out of the engagement of any External Contractors or if the Client itself brings onto the premises any equipment, plant or machinery in respect of any loss, damage, costs including legal costs that The Cornwall shall incur.

    15.6 The Client is permitted to use its own signage subject to complying with the generality of the Contract or any policies of The Cornwall for the use of such signage from time to time within private salons or meeting rooms or suites designated for the Client’s use. No signage is permitted by The Cornwall in any other part of The Cornwall and in particular within the public areas.

    15.7 The Client will comply with the terms applying to photography as set out in clause

    16. COMPLAINTS

    16.1 Every effort has been made to ensure that you have an enjoyable holiday. If, however, you have any cause for complaint please let us know immediately so that we can inform hotel management and try to resolve it. Complaints should be made to the hotel reception. If after this, you feel that the problem has not been resolved to your satisfaction then the lead guest must within 14 days of returning from your holiday put your complaint in writing to us. Please send your letter to Guest Services, The Cornwall Hotel Spa & Estate · 16 Pentewan Road · Tregorrick · St Austell PL26 7AB.

    SCHEDULE 1 ROOM BOOKINGS TIMETABLE CLIENT REQUIREMENTS CANCELLATION CHARGES

    To confirm booking at any time A credit card guarantee to pre authorise first night’s accommodation. Photo identification is required on check-in if the reservation is made on the same day as the arrival date.

     

    Reservations for the hotel rooms must be cancelled more than 14 days prior to arrival to avoid a penalty of the whole stay plus tax being charged to the credit card used as a guarantee

    On Arrival: Payment in full for total hotel room rate to be taken on arrival. Pre authorisation to be carried out on card if Client wishes to charge extras and sundries to room.

    On Departure Payment in full for extras and sundries

    No Shows 100% of the booking is charged.

    APPENDIX 1 ESTATE RULES

    Guests will not cause or allow any child under the age of sixteen to use the Pool or Spa in the Leisure Facilities unless such child is accompanied by a responsible adult.

    The Cornwall operates adult only swim times between the hours of 7.00am-9.00am and 7.00pm – 9.00pm. Children under the age of sixteen are not permitted to use the pool during these hours.

    All motorised vehicles and road users must comply with the road signs and road markings on the Estate roads and will comply with the Estate maximum speed limit of 15 miles per hour.

    Guests will not keep or permit to be kept any bird or animal on or in a Woodland Home or elsewhere on the Estate (other than domestic pets which shall always be under control or with the prior written consent of the Management Company from time to time).

    Guests will not obstruct or permit to be obstructed any common areas or roads or access-ways or footpaths on the Estate or create any nuisance.

    Guests will not park or permit to be parked on the Estate or any car parking space on the Estate any vehicle other than a taxed private motor car or motor cycle and will not carry out any works of repair to such vehicle and will not cause or allow any trailer, caravan or motor-home or other similar vehicle to be brought onto the Estate or to be parked in any car parking space.

    Guests will not erect or permit to be erected any television wireless or other aerials or satellite dish on the exterior of the Woodland Homes or elsewhere on the Estate.

    Guests will not use or permit any car parking space designated as a visitors’ car parking space to be used otherwise than for occasional visitors’ parking. Guests will not light fires or barbecues or cause or allow anyone else to do so anywhere on the Estate otherwise than in such communal barbecue areas as the Management Company shall designate from time to time.

    Guests will not erect a tent or any other temporary or permanent structure on the Estate or cause or allow anyone else to do so.

    Guests will not play music, whether live or recorded, so as to be audible outside the Woodland Homes or cause or allow anyone else to do so and will not play music, whether live or recorded elsewhere on the Estate or allow anyone else to do so.

    Guests will not hang washing outside the Woodland Homes or on any balcony so as to be visible from outside of the Woodland Homes or cause or allow anyone else to do so.

    Guests will not harm, damage or otherwise interfere with any bats, badgers or other protected species on the Estate or cause or allow anyone else to do so.

    Guests will not cut, lop, damage or remove any trees and/or shrubs which may be planted on the Estate.

    Guests will not keep or leave any rubbish or refuse outside of the Woodland Homes or elsewhere on the Estate other than in a proper receptacle in the external enclosed bin areas attached to the Woodland Homes and may only place the rubbish receptacles in other designated places on the day stipulated for the collection of the same by the local authority or by the Management Company.

    Guests will observe all conditions contained in any Planning Permission and those that may be required by other statutory authorities or otherwise by law which affect a Woodland Home or the Estate. Guests will observe and respect all Estate signage and Estate Management instructions.

    • PLEASE NOTE: We no longer accept pets at the hotel, we apologise for any inconvenience. 10.04.15
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  • Hotel Pre Authorisation Policy

    PRE AUTHORISATION POLICY

    What is a Pre Authorisation?

    A pre authorisation is a temporary hold of a specific amount of the available balance on a credit/debit card. At this stage – even though it may show on a bank statement (as a pending transaction) – no charge has been made.

    Download our hotel pre authorisation policy below.

     

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  • Self Catering Cornwall Lodges - Terms & Conditions

    WOODLAND HOMES (SELF CATERING)

    TERMS OF SUPPLY

    1 Introduction and Definitions

    1.1 Belle Isle Hotels (Cornwall) Management Ltd. Trading as The Cornwall Hotel Spa & Estate (the “Company”).

    1.2 Woodland Homes within the estate are individually owned

    1.3 In these terms and conditions, the following definitions shall apply:

    –  “Contract” means the contract between the “Guest” and the “Owner” incorporating these terms and conditions

    – “Guest” means the “Lead Guest” and all other persons on whose behalf a booking is made

    –  “Estate Rules” means the rules and regulations governing use of the Facilities which are provided to the Guest at the time of booking

    – “Facilities” means The Cornwall Estate, the leisure facilities and spa and the surrounding woodland parkland

    – “Holiday” means your period of stay at the Woodland Home and use of the Facilities, as confirmed in the booking confirmation

    – “Holiday Confirmation” means Our confirmation of Your holiday supplied to You on receipt of payment

    – “Hotel” means the Cornwall Hotel & Spa, Tregorrick

    – “Lead Guest” means the person making the booking

    – “Woodland Home” means the property you will be occupying during your holiday

    – “Owner” means the proprietor of the Woodland Home, with whom the Guest contracts

    – “Terms” means these terms and conditions which form part of the Contract between the Guest and the Company as agent for the Owner of the Woodland Home

    – “Mid-Week Clean” means clean of bathrooms, change of towels, top up amenities, bins emptied, vacuum and general tidy (includes pulling up beds). Mid-Week cleans will be charged at the appropriate rate

    – “Full Clean” means Mid-Week Clean plus, full linen change, full clean of kitchen, all rooms dusted

    1.4 Clauses and schedule headings do not affect the interpretation of these Terms.

    1.5 Words in the singular include the plural and in the plural include the singular.

    1.6 References to Us/We/Our are references to the Company and shall be construed accordingly.

    1.7 References to You/Your are references to the Guest and shall be construed accordingly.

    2. General

    2.1 The Company has been appointed as agent of the Owner to arrange and manage bookings on their behalf. Whilst the Company is authorized to enter into this Contract on behalf of the Owner, the Contract is between You and the Owner.

    2.2 The Company reserves the right to alter or vary these Terms at any time. The Terms applicable to your Contract will be those applying when We accept your booking.

    2.3 The Woodland Home is one of a number of Woodland Homes on The Cornwall Estate which includes a hotel and leisure facilities.

    3. Bookings

    3.1 The Lead Guest must, at the time of making the booking, be over the age of 18 and have the authority of the Guests to make the booking. We will only deal with the Lead Guest in any future correspondence.

    3.2 Any online booking is subject to availability. If we are unable to meet your request, we will contact you. If we can confirm your booking, the deposit will be taken. If there is an obvious error on the booking confirmation, we reserve the right to correct it as soon as we become aware of it.

    3.3 Holidays are for a maximum of 4 weeks. Holidays commence at 4 pm on the date of arrival and end at 10 am on the date of departure.

    4. Deposits

    4.1 If a booking is made 8 weeks or more before the Holiday is due to start a deposit of £500 will be payable.

    4.2 If a booking is made less than 8 weeks before the Holiday is due to start the full price is payable at the time of booking.

    5. Payment

    5.1 You will be required to pay the deposit or the full accommodation price as the case may be before we can issue you with a Holiday Confirmation. The Contract will be formed on receipt of payment.

    5.2 Payment of the balance of the accommodation price is payable 8 weeks before the Holiday is due to start. Failure to make the payment will result in the booking being cancelled and the deposit will be forfeited.

    5.3 Payments may be made by cheque, credit card, debit card or bank transfer. Cheques should be made payable to The Cornwall Hotel Spa & Estate and can only be accepted up to two weeks prior to the Holiday. Post-dated cheques are not acceptable.

    5.4 If payment for your booking is made by credit card We reserve the right to charge a handling fee, and will advise You at the time of booking.

    5.5 We do not send reminders of when payments are due as the dates are shown on the Holiday Confirmation.

    5.6 The Owner may be registered for VAT in which case the VAT payable is included in the accommodation price.

    6. Alterations and Cancellations

    6.1 If We make changes to Your booking 2 Sometimes, due to circumstances beyond Our control We may need to alter the terms of Your booking. If this happens, We will inform You immediately. If the alteration is material, You will be entitled to a full refund of any payment already made. Wherever possible we will provide a Woodland Home of similar standard if the one booked becomes unavailable.

    6.2 If You make changes to Your booking If You wish to change Your booking, You will need to inform us immediately in writing. Whilst We will endeavour to meet any request You may have, We cannot guarantee that We will be able to meet it. If We cannot meet Your request We will inform You immediately. If You decide to cancel Your Holiday as a result, cancellation charges will apply. These provisions are the extent of our liability to You.

    6.3 Cancellations You may cancel Your Holiday at any time before arrival, subject to payment of the cancellation charges set out in clause 7, below.

    6.4 Notification of cancellation must be submitted to Us in writing (“Cancellation Notice”) to the Reservations department. The day that we receive the Cancellation Notice will, for the purposes of the Cancellation Charges be known as the “Cancellation Date”.

    6.5 We aim to process any refund due to You within 14 days of You informing us of the cancellation.

    7. Cancellation Charges

    These charges are based on how many days before your booked arrival time we receive your cancellation notice. These charges are a percentage of the total cost of Your accommodation, as confirmed on the booking confirmation.

    If the Cancellation Date is:-

    90 days or more before the first day of your Holiday =  Your deposit

    89-60 days before the first day of your Holiday = 50% or Your deposit – whichever is the greater

    59-30 days before the first day of your Holiday = 75%

    29-14 days before the first day of your Holiday =  90%

    Less than 14 days before the first day of your Holiday =  Total cost

    8. Inventory

    You should check the inventory supplied within 8 hours of arrival. Any discrepancies should be notified to Us immediately to avoid incurring additional charges for items that are either broken or missing.

    9. Linen and towels

    3 Linen and towels are included. Towels and linen will be changed every seven days during your Holiday. Additional towel and linen changes can be requested and this will be charged at the appropriate rate.

    10. Cleaning

    Your Woodland Home will be cleaned prior to your stay and on departure. A Full Clean will be provided every 7th day of your Holiday. Additional Mid-Week and Full Cleans can be requested and will be charged at the appropriate rate.

    11. Use of the Facilities

    11.1 You are permitted use of the Facilities during Your Holiday subject to strict observance of the Estate Rules. We reserve the right to prohibit any Guest from further use of the Facilities for failing to adhere to the Estate Rules (see Appendix 1 for Estate Rules).

    11.2 Use of the Facilities are strictly limited to Guests. Guests are not permitted to allow third parties to enter upon or make use of the Facilities without Our prior consent and payment of an additional charge if applicable.

    12. Hot Tubs

    Some of our lodges include hot tubs which include regulations applying to all users. We ask that you do not attempt to handle any electrics; should any electrics be altered that result in the hot tubs being drained and refilled as a consequence, there will be a monetary charge. If you book a lodge with a hot tub, we cannot guarantee that it will be heated to temperature on the day of your arrival, due to drainage and refilling between lettings, with a period necessary to allow the hot tubs to heat to temperature. The hot tub will be guaranteed working on the first morning of your stay. We apologise for any inconvenience caused. Hot tubs cannot be used before 10am or after 10pm.

    13. Your Obligations

    You agree:

    12.1 at the commencement of the Holiday to report to the Hotel reception in order to collect the key to your Woodland Home and to permit a pre-authorisation of your debit or credit card to be taken to authorise a value of £250 for a damage deposit and £50 per day of your holiday and at the end of your Holiday to return the key to reception.

    12.2 to pay for all solid fuel and telephone charges used or incurred during the Holiday unless included in the accommodation price

    12.3 to check the condition of the property upon arrival and notify Us immediately of any damage.

    12.4 to pay for any losses, breakages or damage to the Woodland Home or its equipment caused by You or a member of Your party (reasonable wear and tear excluded).You will be charged directly to your debit or credit card to replace the damaged item with new.

    12.5 to take good care of the property and leave it in a clean and tidy condition at the end of the Holiday. A cleaning service is not provided during the Holiday unless otherwise specified.

    12.6 not to part with possession of the Woodland Home or share it, except with members of the party named on the Holiday Confirmation.

    12.7 not to allow more than the total number of adults and children stipulated in the Holiday Confirmation to stay in the Woodland Home – a cot may only be occupied by a child aged 24 months or less. Adults shall be persons over 16.

    12.8 not to cause an annoyance or become a nuisance to occupants of other Woodland Homes on the estate.

    12.9 not to smoke in the Woodland Home.

    12.10 to ensure that all children under 16 are accompanied by a responsible adult when visiting the pool in the Spa. Certain periods of the day will be reserved for adults being guests over 16. You should check the times with the Hotel reception.

    12.11 only to use car parking spaces designated by Us for use with Your Woodland Home and not to bring trailers, caravans or motorhomes onto the Facilities.

    13. Liability

    13.1 We will not be liable for any act, negligence or default on the part of the Owners or any other person whether or not within their employment or otherwise under their control, nor for any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which You or any other person may suffer arising out of, or in any way connected with the Holiday or Facilities unless We are responsible.

    13.2 Nothing in these conditions excludes or limits Our liability or the Owners liability for death or personal injury caused by Our or the Owner’s negligence or any matter for which liability cannot be excluded by operation of law.

    14. Special Arrangements for Pets

    14.1 If You wish to bring domestic pets on your Holiday, you must inform us and include them in your booking and pay the additional fee shown on the accommodation price. Pets are only permitted with Our prior consent and shall at all times be kept under control. Dogs must be kept on a lead at all times outside the Woodland Home. Guests that choose to bring dogs on to the estate must comply with the terms and conditions and will not be permitted in the hotel.

    14.2 Any additional cleaning or any damaged caused as a result of You bringing Your pets will be charged to your credit card.

    15. Force Majeure Events

    Neither we nor the Owner shall have any liability to You under the Contract if We are prevented from, or delayed in performing, Our obligations under the Contract or from carrying on Our business by acts, events, omissions or accidents beyond Our reasonable control, including (without limitation) strikes, lock-outs or other industrial disputes (whether involving Our workforce or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors.

    16 Brochure/website descriptions

    16.1 Whilst every effort is made to ensure information and prices contained in brochures, on Our website and in other promotional literature is accurate, We cannot guarantee that they will be free from error or that prices and descriptions will not have changed since the date of publication. You must ensure that You check all details of Your Holiday, the Woodland Home and the Facilities at the time of booking.

    16.2 There may be small differences between the literature supplied and the Woodland Home as We are continually updating and improving Our services. We are confident that where applicable, these will not adversely affect the quality of Your Holiday

    16.3 Neither We nor the Owner shall be responsible for information provided by or about third parties that is outside of Our or the Owner’s control.

    17.  Complaints

    Every effort has been made to ensure that you have an enjoyable Holiday. If, However, you have any cause for complaint please let us know immediately so that we can inform the Owner and/or the Hotel management as appropriate and try to resolve it. Complaints should be made to the Hotel reception. If after this, you feel that the problem has not been resolved to your satisfaction then the Lead Guest must within 14 days of returning from your Holiday put your complaint in writing to Us. Any assistance provided in resolving a complaint in relation to your booking is provided on a goodwill basis and in our capacity as agent only.

    Please send your letter to the Company’s office at The Cornwall Hotel Spa & Estate, Pentewan Road, St Austell, Cornwall, PL26 7AB.

    18. Miscellaneous

    18.1 A waiver of any right under the Contract is only effective if it is in writing and it applies only to the circumstances for which it is given. No failure or delay by either of us in exercising any right or remedy under the Contract or by law shall constitute a waiver of that (or any other) right or remedy, nor preclude or restrict its further exercise. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that (or any other) right or remedy.

    18.2 If any provision of the Contract (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the Contract, and the validity and enforceability of the other provisions of the Contract shall not be affected.

    18.3 The Contract constitutes the whole agreement between Us and You and supersedes all previous agreements between the parties relating to its subject matter.

    18.4 You will not, without Our prior written consent assign, transfer, charge, mortgage or subcontract any of Your rights or obligations under the Contract.

    18.5 We may at any time assign, transfer, charge, mortgage, subcontract or deal in any other manner any or all of Our obligations under the Contract to any third party or agent.

    18.6 A person who is not a party to the Contract shall not have any rights under or in connection with it.

    18.7 Any notices or communications served under the Contract shall be to, in the case of You , the address of the Lead Guest as detailed on the Holiday Confirmation, or to the Owner or the Company, at The Cornwall Hotel Spa & Estate, Pentewan Road, St Austell, Cornwall, PL26 7AB .

    18.8 The Contract, and any dispute or claim arising out of or in connection with it or its subject matter or formation shall be governed by, and construed in accordance with, the law of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction.

    APPENDIX 1

    ESTATE RULES

    Guests will not cause or allow any child under the age of sixteen to use the Pool or Spa in the Leisure Facilities unless such child is accompanied by a responsible adult. We have adult only swim times. Please refer to our website or at the Spa for current times.

    All motorised vehicles and road users must comply with the road signs and road markings on the Estate roads and will comply with the Estate maximum speed limit of 15 miles per hour.

    Guests will not keep or permit to be kept any bird or animal on or in a Woodland Home or elsewhere on the Estate (other than domestic pets which shall always be under control or with the prior written consent of the Management Company from time to time).

    Guests will not obstruct or permit to be obstructed any common areas or roads or access-ways or footpaths on the Estate or create any nuisance.

    Guests will not park or permit to be parked on the Estate or any car parking space on the Estate any vehicle other than a taxed private motor car or motor cycle and will not carry out any works of repair to such vehicle and will not cause or allow any trailer, caravan or motor-home or other similar vehicle to be brought onto the Estate or to be parked in any car parking space.

    Guests will not erect or permit to be erected any television wireless or other aerials or satellite dish on the exterior of the Woodland Homes or elsewhere on the Estate.

    Guests will not use or permit any car parking space designated as a visitors’ car parking space to be used otherwise than for occasional visitors’ parking.

    Guests will not light fires or barbeques or cause or allow anyone else to do so anywhere on the Estate otherwise than in such communal barbeque areas as the Management Company shall designate from time to time.

    Guests will not erect a tent or any other temporary or permanent structure on the Estate or cause or allow anyone else to do so.

    Guests will not play music, whether live or recorded, so as to be audible outside the Woodland Homes or cause or allow anyone else to do so and will not play music, whether live or recorded elsewhere on the Estate or allow anyone else to do so.

    Guests will not hang washing outside the Woodland Homes or on any balcony so as to be visible from outside of the Woodland Homes or cause or allow anyone else to do so.

    Guests will not harm, damage or otherwise interfere with any bats, badgers or other protected species on the Estate or cause or allow anyone else to do so.

    Guests will not cut, lop, damage or remove any trees and/or shrubs which may be planted on the Estate.

    Guests will not keep or leave any rubbish or refuse outside of the Woodland Homes or elsewhere on the Estate other than in a proper receptacle in the external enclosed bin areas attached to the Woodland Homes and may only place the rubbish receptacles in other designated places on the day stipulated for the collection of the same by the local authority or by the Management Company.

    Guests will observe all conditions contained in any Planning Permission and those that may be required by other statutory authorities or otherwise by law which affect a Woodland Home or the Estate.

    Guests will observe and respect all Estate signage and Estate Management instructions.

     

     

     

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  • Self Catering Cornwall Lodges - Dog Policy

    Simple ‘Petiquette’ to be followed during your stay at The Cornwall Hotel Spa & Estate

    1. Dogs are very welcome and we have designated Woodland Lodges available for dog use, subject to availability.

    2. Supplements of £15 per dog, per night.

    3. A maximum of 2 dogs per Woodland Lodge.

    4. Dogs are not permitted in the Hotel or Clearing Spa.

    5. Dogs must not be left unattended during their stay.

    6. If you have a dog crate and can bring this with you, please do so.

    7. Dogs must be kept on a lead in any outside public areas of the Hotel & Estate.

    8. If your dog requires a muzzle, please ensure they wear it whilst in any public areas of the Estate.

    9. Please do not allow your dog to swim in the pond or to chase the wildlife.

    10. Please do not allow your dog to jump or lie on the furniture.

    11. Please pick up after your dog and use the dog bins provided failure to do so will result in a £80.00 fine.

    12. Dog owners will be responsible for the cost of cleaning, repair or replacement of any items stained or damaged by their dog.

    13. Housekeeping, if included in your rate, will be provided when the dog has been removed from the Woodland Home.

    14. Should the hotel have to compensate other guests for any disturbance caused by your dog this will be charged to your account.

    Useful information and advice when on holiday with your pet

    Carry a current photo of your pet, in case it escapes despite your best efforts and make sure it is wearing an up to date ID tags with your mobile phone number on.

    Local Veterinary details: Pelyn Veterinary Group, 8 Kings Avenue, St Austell, PL25 4TT

    Tel: 01726 68177

    Website: www.pelynvet.co.uk

    Emergency Cover: The emergency cover starts as soon as normal surgery hours end. At the weekends the emergency cover starts from 12 noon on the Saturday and goes right through the weekend. They run an emergency surgery on a Sunday morning at the Lostwithiel surgery so if you are worried about your pet, if you ring them after 9.30am they can arrange to see you saving you a call out fee. They do charge a fee for seeing you out of hours extra to your normal consultation and this does increase between 10pm and 8am.

    Nearest Pet Shop: Pets at Home, Pentewan Road, St Austell

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  • Self Catering Cornwall Lodges - Pre Authorisation Policy

    PRE AUTHORISATION POLICY

    What is a Pre Authorisation?

    A pre authorisation is a temporary hold of a specific amount of the available balance on a credit/debit card. At this stage – even though it may show on a bank statement (as a pending transaction) – no charge has been made.

    Download our Woodland Homes pre authorisation policy below.

     

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  • The Hot Tubs - Terms & Conditions

    HOT TUB USER GUIDE & SIMPLE RULES TO FOLLOW  (to be read in conjunction with the Lodge Terms & Conditions)

    • Hot tubs are permitted for use between the hours of 10am and 10pm. Please be considerate to guests in the neighbouring lodges
    • Glassware must not be used in or around the hot tub
    • Please ensure feet are clean before entering the hot tub
    • Water temperatures between 34°C – 35°C are recommended
    • Bathers must not exceed the maximum number permitted in the spa pool (5)
    • Children under sixteen must not use the spa pool
    • Bathers must not wear lotions, oils, makeup or skin creams in the spa pool
    • Bathers must use the toilet and shower before entering the spa pool
    • In the event a daily test results in a negative result the hot tub may need to be closed until such time the hot tub is safe for use
    • Bathers must not use the spa pool if they have had diarrhoea within the last 14 days
    • Bathers are discouraged from swallowing the spa pool water
    • It is recommended that bathers do not exceed 15 minutes immersion at a time
    • No incontinent person may use the spa pool, either with or without a waterproof nappy
    • It is recommended that the spa pool is not used after a heavy meal or while under the influence of alcohol or sedatives
    • Intended users suffering from diseases of the heart and circulation, skin conditions, are immuno-suppressed, subject to fits, or taking drugs affecting the cardiovascular or nervous systems, should not use spa pools without first seeking medical advice
    • Pregnant women are advised to consult with their doctor before using a spa pool
    • Never use the hot tub while using or after using narcotics or other drugs that may cause sleepiness, drowsiness or raise/lower blood pressure
    • At 39-40°C limit your time in the hot tub to a maximum of 20 minutes as extending this time can affect your inner organs and cause fever like conditions. At 36-37°C this time can be extended as this is body temperature and there is no risk and can heighten the dangers of drowning due to suction below the water line
    • Never use the hot tub alone
    • Take care when entering and leaving the hot tub. When leaving the hot tub leg, muscles may be relaxed enough to make you unsteady
    • If any allergic reaction occurs leave the hot tub and rinse off in the shower. If the reaction persists, contact reception or go to a local doctor or A&E
    • Avoid using the hot tub immediately after a heavy meal
    • Avoid entering the hot tub water immediately after exercising as the water temperature can affect the heart rate
    • Take care on the decking/hot tub steps as water from the tub can cause it to be slippery
    • Parents are advised that the hot tubs are not suitable for children under the age of sixteen
    • Shower with soap and water before and after using the hot tub. Showering before use washes away many of the common skin bacteria and removes lotions, deodorants, creams etc. which reduce the effectiveness of the spa sanitizer which disinfects the water

    OPERATING THE HOT TUB

    • DO NOT lift the Lid using the skirt, central insulating tabs or locking straps; use only the lifting mechanism provided and place the lid carefully in the space behind the Tub
    • DO NOT close the lid after use by pulling the skirt down around the edge.
    • NEVER close the lid with bathers in the tub.
    • NEVER allow children to use the spa or hot tub. When not in use, make sure the cover is on and secured
    • DO use the mechanism provided and fix the clips on the 4 locking straps. This is what keeps the water hot when not in use.
    • DO Brush any mud/grit from your feet before entering the water
    • DO NOT use oils, soaps or any detergent in the water
    • DO NOT use glassware in the Tub.
    • DO NOT eat food or Smoke in the Tub
    • DO NOT press more than one button at once (or it will be cold next time you want to use it). Use only brief pressure on buttons
    • DO NOT immerse your head in the hot tub water. This increases the risk of infection
    • DO NOT continuously press ‘Lights’
    • DO NOT introduce mud, stones, sticks, grit etc. into the water
    • DO NOT jump into the water or play ball games
    • DO NOT sit, stand or lie on the lid or external edge of the Hot Tub at any time; or allow children on the lid.
    • DO NOT turn hot tub isolation switch off inside the lodge as the hot tub’s power needs to be turned on to carry out the cleaning cycles

     

    VERY IMPORTANT – PLEASE NOTE

    • You use the Hot Tub at your own risk
    • The Cornwall Hotel Spa & Estate cannot be held responsible for your safety whilst you are using the Hot Tub.

     

     

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  • The Clearing Spa Membership - Terms and Conditions

    1. Introductions and Definitions ‘The owner’ Belle Isle Hotels (Cornwall) Management Ltd, a company incorporated in England and Wales. ‘’The club’’ means The Clearing Spa. ‘Member’ means the person for whom the club has agreed to provide the Services in accordance with these Terms. A member must be aged 18 or over. ‘Contract’’ means the contract for the provision of the services including these Terms as appropriate. ‘Rules’’ means these terms and conditions and all other rules and regulations made by the owner; which are applicable to the membership of the club. ‘Annual’’ means the period of membership ending 12 months from the start of the membership.

    2. Contract Acceptance of this application by the club constitutes a contract relating to membership of the club between the owners and the applicant for membership subject to these terms and conditions. Membership of the club is conditional upon the observance of these rules. The rules are designed to ensure that members have a safe and enjoyable experience on every visit to the club. These terms and conditions, together with the Pre-Exercise Questionnaire and Disclaimer if applicable make up the whole contract between us. It is important that you read and understand all of these documents and are happy with the information in them before you use the Leisure Club. If you do not have any of these documents, please ask us and we will give them to you. All leisure contracts are for an initial period of 12 months. Memberships may not be cancelled during the initial 12 month period of the contract, with the exception of long –term illness or injury, or redundancy. One month’s notice is required in writing, together with supporting evidence.

    3. Membership The club reserves the right to reject an application for membership or refuse admission without ascribing any reason. Membership of the club entitles the member to use all the leisure facilities during operating hours, which are Monday- Friday 7:00am- 9:00pm, Saturdays 7:00am- 8:00pm, Sundays 7:00am-7:00 pm. Only guests over the age of sixteen may use the Pool or Spa in the Leisure Facilities between the hours of Monday – Friday 7am – 9am & 6pm – 9pm, Saturday – 7am – 9am & 6pm – 8pm and Sunday – 7am – 9am & 6pm – 7pm or such other hours as may be displayed at the Leisure Facilities.

    4. Membership Card On acceptance of an application, all members will be provided with a membership card, which will remain the property of the owner and upon termination of membership, will be returnable to the owner on demand. This card must be produced on entry to the club. Membership cards are not transferable. If a member loses their card they must notify the club immediately, and a replacement card purchased. The card also entitles the member to a 10% discount on food and beverage purchases in The Arboretum Restaurant and Acorns, Meetings or Events and Accommodation so long as the card holder is present. All bookings are subject to availability and are not available against any special events, offers or packages

    5. Membership Fees the membership subscription shall be fixed by the owner and shall be payable annually in advance or in instalments by direct debit. The owner may vary the subscription from time to time, and members shall be notified of any variations in the subscriptions prior to the date of their annual renewal. The joining fee is payable in full on commencement of the membership. Membership shall be renewed by payment to the owner of the annual subscription in force on the expiry of the current membership term, which falls on the anniversary of the joining date. The owner has the absolute right to terminate, without prior written notice, the membership of any member if membership fees go into arrears in excess of 30 days. Joining fees and subscription fees are inclusive of value added tax and are not refundable. Direct debit membership fees are collected on 1st working day of each month.

    6. Suspending a Membership Once a member has completed three full calendar months of membership, they may suspend their membership on the following grounds: Proven medical grounds (for serious illness, injury or pregnancy) – an application to suspend must be made in writing giving one calendar months’ notice, together with proof from a medical professional. Working away ( out of county) – an application to suspend must be made in writing giving one calendar months’ notice, together with supporting evidence from the employer. For direct debit members, the direct debit mandate should not be cancelled during the period of suspension. Membership may be suspended for a minimum of two months and a maximum of six months. For annual membership, no refund will be issued, however the expiry date will be extended accordingly. Requests to suspend cannot be backdated under any circumstances. Periods of suspension cannot start or finish part way through a month. During a period of suspension, members will not be allowed to use the leisure facilities; however they may continue to use their membership card to purchase food & beverages.

    7. Cancellation Policy Once a member has completed their initial 12 month contract they may cancel their membership at any time by giving one full calendar months’ notice in writing, or by email. For cancellation letters, it is recommended that they are send via recorded delivery to The Membership Administrator, The Cornwall Hotel and Spa Limited, Pentewan Road, Tregorrick, St Austell, Cornwall PL26 7AB. Emails should be sent to leisure.manager@thecornwall.com. Should a member not receive an acknowledgement of their cancellation within 7 workings days, they should contact the club immediately. Upon leaving, members who have been paying by direct debit are responsible for contacting their bank and cancelling their direct debit mandate. The owner may terminate the membership immediately, at any time, in the event of a member breaching the club rules. The owner also reserves the right to refuse admission and/or cancel membership forthwith if any member shall, in the opinion of the club, causes a nuisance or annoyance to other users of the club. No joining or membership fee paid shall be refundable.

    8. Leisure Club Facilities Prior to the first time of using any of the facilities, at The Clearing Spa all members are required to complete a Pre-Exercise Questionnaire. The club may request further assurances from the member’s GP for certain medical conditions, to confirm that it is safe for the member to use the facilities. Members should notify a fitness instructor if they have any changes to their health or become pregnant, in order to receive guidance on possible changes to their exercise regime.

    9. Gymnasium All members are required to have a gym induction prior to using the equipment, followed by a gym programme. These need to be booked in advance. Members should not use any equipment they are unfamiliar with, but should seek advice from a fitness instructor. Use of the gymnasium is restricted to members over the age of 16. Appropriate clothing and footwear must be worn at all times. Failure to comply will result in the member being asked to leave the gymnasium.

    10. Wet Area Facilities Members, their guests, and residents use the wet facilities at their own risk. No running, jumping or diving in the pool is allowed. The use of inflatable’s and snorkelling equipment are prohibited. Members should adhere to all safety signs on display in the wet areas. An adult must accompany children under 16 in the wet area, one adult to two children ratio. Children under 16 are not permitted in the steam room or spa for health and safety reasons. It is requested that all wet area users shower before entering the pool or spa.

    11. Tennis Courts The tennis courts are currently under construction, but will incorporated into the facilities available to members as part of their membership entitlement once they have been completed. Once open, members will be required to comply with dress codes and to wear suitable foot wear.

    12. Hotel & Woodland Home Guests and Members’ Guests Guests and Members may introduce guests to the club subject to availability. They must be signed in at the club reception, complete a Pre-Exercise Questionnaire and Disclaimer if applicable, and pay the appropriate guest fee. If the guest wishes to use the gymnasium equipment they must receive a gym induction or if not, sign the disclaimer form to this effect. Only adult members may sign in guests. Members must ensure that their guests abide by the rules of the club, and accept responsibility for their guest’s behaviour.

    13. General Members, guests and visitors are asked to wear a form of dress appropriate to the time of day and place on all occasions. The wearing of swim wear outside of the wet area is not acceptable. Crockery and glass must not be taken in the gymnasium, wet areas or changing rooms. Pets are not permitted in the club. Smoking is not permitted in the club or the grounds, apart from in designated smoking areas. The use of cameras, videos or audio equipment is not permitted in the club without the prior approval of the owner. All lost property found on the premises should be handed in to the club reception. Lost property will be disposed of after one month. The use of mobile phones is prohibited in the gymnasium, wet areas, and treatment areas. Please respect other users of the club.

    14. Liability The owner’s liability for damage or loss to members’ or guests’ property is strictly limited to any damage or loss suffered as a result of the wilful negligence of the owner, its staff or its authorised agents. With this exception the owner will not accept liability for the safety of members’ or guests’ personal property brought onto the club site. Property stored in lockers provided at the club is stored at members’ risk and the owner will accept no liability whatsoever. Cars parked in the club car parks or elsewhere on the premises of the club and all contents in them, are left on the site of the club at the members’ risk and the owner will accept no liability whatsoever in respect of them. The owner is not liable for any accident or injury to any member or guest that may occur on the premises or within the grounds of the club other than liability which may arise from the wilful negligence of the owner, staff or authorised agents. Any member or guest who suffers an accident or injury on the club premises or in the club grounds must report the accident or injury, and the circumstances under which it occurred, to the duty manager immediately following the accident.

    15. Complaints If you have a complaint, please contact the Duty Manager via reception, or alternatively contact the General Manager of The Cornwall Hotel Spa and Estate, Pentewan Road, Tregorrick, St Austell, Cornwall PL26 7AB.

    16. Rules By their membership, members accept and agree to be bound by the rules of the club. The owner reserves the right to amend the rules at any time and without notice to individual members. Notification of any such change will be posted on the club notice board.

     

     

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