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Terms & Conditions

All guests agree to abide by the following terms and conditions.

The following Terms and Conditions apply to all bookings made with Wheeldale Whitby Ltd. We kindly ask that you take a moment to read them following your booking.

In these Terms and Conditions the following definitions apply:

1. Definitions

"Company" or "we" means Wheeldale Whitby Ltd whose registered office address is: 5 Bobbies Bank, Whitby, North Yorkshire, YO21 1EF. "Booking" means the booking for accommodation, functions and/or any other services or items made with us. "Contract" means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking. "Terms" means these terms and conditions. "Website" means "VAT" means value added tax.

2. Bookings

All Bookings at The Wheeldale are subject to these Terms.

At the time of booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of booking in certain circumstances or if the Booking includes the supply of certain items or services. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.

3. Charges

Prices shall be charged in the local currency of The Wheeldale. The VAT breakdown shown is indicative based on the current rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued, and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date. Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request. While we are happy for guests to share photographs of The Wheeldale with their friends privately, posting photos onto public websites may incur a charge of £20/month per photo charged to the individual who posted the photograph.

4. Check-in/ Check-out Requirements

In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference; their passport/identity card/driving licence and a valid credit or debit card which will be swiped in the presence of the card holder. If guests are travelling from outside the UK, Ireland or any country in the Commonwealth we are also obliged by law to require guests to provide the number and place of issue of your passport/identity card and details of their next destination. These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above.

Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 3.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will be held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel.

On the day of departure we kindly ask all guests to vacate their rooms by 10.00 am weekdays and 10.00 am weekends (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of The Wheeldale.

Rooms are subject to maximum occupancy rules set by The Wheeldale. If you would like further details please contact the Company or the Hotel.

5. Payment

We accept the following methods of payment: credit cards: American Express, MasterCard/Visa; debit cards - Visa/Delta and Visa/Electron.

For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID.

At the time of check-in we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment, including cash or cheque.

All outstanding charges must be paid for in full on check-out from The Wheeldale. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.

6. Cancellation Policy and No Shows

We reserve the right to charge the full value of the booking if you choose to cancel.

7. Changes or Cancellation by the Company

Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to The Wheeldale.

8. Damage

We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.

9. Accessibility

Dependent on your individual needs selections of specifically designed rooms are available. Please contact our Reservations team on 01947 603265 to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.

11. Parking

Our onsite car park offers ample free parking and runs on a first come first served basis, we cannot guarantee that this will be available for the duration of your stay, however. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).

12. Hotel Events

Please be aware that at certain times throughout the year we may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay for further information.

13. Guest Behaviour

Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of The Wheeldale, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of The Wheeldale, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from The Wheeldale if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. If for any reason guest are requested to leave The Wheeldale due to inappropriate behaviour we reserve the right to add an additional fee of £500 per room to the cost of your stay, which will not be refunded.

14. No Smoking

Guests are not permitted to smoke in bedrooms, on balconies or in public areas, this also includes the use of e-cigarettes. Smoking areas are clearly visible and located around our premises. We will make an additional charge of £s;100 to cover cleaning costs when guests smoke in their rooms.

15. Children

We do not accommodate guests under 18 years of age.

16. Pets

Pets can be accommodated by prior arrangement. 3 cats live on the premises and we accept no liability for allergic reactions, damage to property or injury persons caused by the cats.

17. Personal Information

Telephone calls may be recorded from time to time to help us improve the service we offer you.

All personal information stored and used by us is done so in accordance with our Privacy Policy and Cookie Policy, which are available on request.

18. Force Majeure

The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.

19. Limitation of Liability

The Company will not be responsible for the loss or damage of any property left in The Wheeldale other than as required under the Hotel Proprietor’s Act 1956 and the Local London Authorities Act 2004 (a copy of the notice under such Acts is displayed in the reception of the Hotel) or any other applicable law. The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract. Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.

20. Governing Law and Jurisdiction

The Contract and any non-contractual obligations arising in connection with it are governed by English law. The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations. Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts (on the grounds that the English courts are not a convenient forum or otherwise).

21. Website Information

While all reasonable efforts have been taken to ensure the accuracy of information on our Website, the Company does not accept responsibility for errors or omissions and we reserve the right to amend, cancel or vary any of the arrangements featured on the Website without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of our hotel. The content of the Website is the copyright of the Company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent. Trade marks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites.

22. Customer Complaints

If you have a reason to make a complaint whilst staying at The Wheeldale please speak to a member of staff during your stay and we will endeavour to rectify the problem. If you wish to make a formal complaint about The Wheeldale for any reason please put your complaint in writing and send it to: 5 Bobbies Bank, Whitby, North Yorkshire, YO21 1EF. Your complaint will be dealt with promptly and a member of our management team will respond appropriately.

23. Deferred Booking Payments

Where customers take advantage our our 'book-now-pay-later' offers, should full-payment not be received by the specified due-date, the Wheeldale Hotel will cancel the booking shortly after this date (usually 1 day after). Attempts will be made to inform the customer when their payment date is imminent, has arrived and has gone passed the due date (and thus been cancelled) via email and text however the Wheeldale Hotel accepts no responsibility for these messages not being received due to such things as customer supplying incorrect contact details, emails going into spam and not being seen, technical malfunctions etc and it is the customers' ultimate responsibility to be aware when they must pay their balance, using either electronic systems or via the telephone on 01947 602365. The Wheeldale Hotel asserts its right to cancel deferred-bookings at its discretion as no contract to supply goods or services has been formed due to the customer failing to pay on or before the designated due-date.