PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BY MAKING A BOOKING YOU AGREE TO BE BOUND BY THEM.
All bookings for accommodation, functions and room hire at our premises (“Bookings”) are subject to these terms and conditions. This includes Bookings where no fee is paid, or Bookings through a third party website such as Booking.com, Expedia or GDS (“Third Party Booking Site”). By making a Booking, you agree to be bound by these terms.
Where you are making a Booking of nine or more rooms, for example for weddings, parties or conferences (“Group Booking”) the terms in Schedule 1 will apply to your Group Booking in addition to these terms and in these terms any reference to Booking shall include a reference to Group Booking. We may treat any Booking or series of Bookings of nine or more rooms by one person (or by connected persons) as a Group Booking.
Where you are making a Booking for, or on behalf of, school or college students (irrespective of the amount of rooms) (“Student Group Bookings”) the terms in Schedule 2 will apply to your Student Group Booking in addition to these terms and in these terms any reference to Booking shall include a reference to Student Group Booking.
Where you are making a Group Booking or Student Group Booking, in the event of a conflict between these terms and the relevant terms at Schedule 1 and 2, the terms in the relevant Schedule shall prevail.
We are Marston’s Inns, a trading division of Marston’s PLC a company registered in England and Wales. Our company registration number is 00031461 and our registered office is at St Johns House, St Johns Square, Wolverhampton WV2 4BH. Our registered VAT number is GB100019352.
You can contact us by telephoning us on 01902 711811 or by using the “contact us” option on the website. Alternatively, you can send a letter to the address in clause 2.1.
We will contact you by telephone or by writing to you at the email address or postal address you provided to us at the time of Booking. Your privacy is important to us, please see clause 11 for further information or refer to our Privacy Policy [www.marstonsinns.co.uk/info/privacy]. When we use the words “write”, "writing" or "written" in these terms, this includes emails unless we say otherwise.
If you have placed your Booking online, whether you are using our website, or a Third-Party Booking Site, we will issue you with a confirmation number in writing when a Booking has been made. The confirmation number is proof that we have accepted your Booking. No Booking shall be binding on us until we issue you with a confirmation number in writing.
If you have placed your Booking in person or over the phone, we will provisionally tell you if we are able to provide you with a room on the dates specified and we will issue you with a confirmation number in writing when a Booking has been made. The confirmation number is proof that we have accepted your Booking. No Booking shall be binding on us until we issue you with a confirmation number in writing.
Guests may be asked to provide proof of identity upon arrival and/or at any time during their stay. If you are unable to produce this to the satisfaction of the premises, we may terminate your Booking without a refund. You must be at least 18 years old to make a Booking. Children under 17 years of age are not permitted to stay at our premises, unless they are accompanied by a parent or guardian. If a guest arrives at the premises and is under 18 years of age, the guest will not be permitted to stay alone.
In order for us to confirm your Booking, we require details of a valid debit or credit payment card to be provided at the time of Booking. We will usually verify your card details before we provide you with a confirmation number for your Booking. Your card will not be charged at this stage and payment will not be due until the time specified in clause 5 below or Schedule 1 or 2 (if applicable). If your card is not verified, your Booking will not be accepted or treated as confirmed and will result in the Booking being cancelled.
In certain circumstances, such as function room hire or if your Booking includes breakfast and/or dinner, which will be supplied in accordance with clause 8.4 or if you make a Group Booking or Student Group Booking, we may ask you for a deposit to secure your Booking in accordance with Schedule 1 or Schedule 2. We will let you know at the time of your Booking how much deposit is required. Where a deposit is required, no Booking will be accepted or treated as confirmed until the deposit is paid.
Where you are booking a room for accommodation purposes, unless otherwise stated, the standard maximum occupancy for our accommodation rooms are set out as follows:
Single room - 1 adult
Double room - 2 adults or 1 adult and 1 child (17 and under)
Twin room - 2 adults or 1 adult and 1 child (17 and under)
Family room - 2 adults and 2 children (both 17 and under)
Where we agree in advance that more occupants can stay in a room than the maximum number outlined in clause 4.1, each additional occupant may be charged at a single occupancy rate, in addition to the rate for the room. If you require a cot or a child bed, please contact the premises directly, who will use reasonable endeavours to accommodate your request.
If you or any member of a Booking has any individual needs, such as reduced mobility, please advise us before making your Booking and we will be able to check if we have rooms available which meet with your individual needs.
Where you are booking a function or meeting room, any maximum or minimum occupancy numbers will be communicated to you at the time you make your Booking, together with any restrictions applicable to any of our function or meeting rooms, such as in relation to access.
The price of the room (which includes VAT) will be the price indicated on our website, our marketing materials or as otherwise advised to you at the time that you place your reservation with us or with a Third-Party Booking Site. If your payment is not due in full at the time of Booking and the rate of VAT changes between the date of your Booking and the date of payment, we will be entitled to charge you (i) an additional amount to reflect any increased rate of VAT at the date of payment, or (ii) the same amount regardless of any reduced rate of VAT. We take all reasonable care to ensure that the price of the room advised to you is correct. However, please see clause 5.7 for what happens if we discover an error in the price of the room you book.
If your Booking is not paid in full at the time of booking for any reason, we require details of a payment card (debit or credit) to be provided at the time of Booking. We will charge such payment card if your Booking becomes a “no show” (see clause 7.3). Once our cancellation window has passed, we will take full payment in full. This is the case even where you have booked through a Third-Party Booking Site. We accept most major credit and debit cards.
You must pay the balance of the charges by the date(s) specified in your Booking or where no date is specified, by no later than 72 hours before the date of the Booking.
Any promotional rates or benefits available to Marston’s PLC employees can only be used in accordance with the terms of such promotional rates or benefits and must not be used by anyone who is not a Marston’s PLC employee unless we explicitly state that this is allowed. Any person staying at a Marston’s Inn using such a promotional rate or benefit will be required to show employee and/or photo identification (maximum two rooms can be booked at any one time). We reserve the right to terminate any Booking made using a promotional rate or benefit not in accordance with these terms and to retain any money paid to us for such Booking. Employee discount is only available on full flex rate and not available on any other rate and must be booked directly via the website, call centre and not via any third party agent.
All special offers offered by us in relation to any or all of our premises (“Offers”) are subject to these booking terms together with any terms and conditions specific to that Offer (“Offer Terms”). In the event of a conflict between the Offer Terms and these booking terms, the Offer Terms shall take precedence.
Please refer to the Group Booking terms (Schedule 1) or Student Group Booking terms (Schedule 2) for payment terms. If we do not receive payment in accordance with those payment terms, we reserve the right to cancel your Booking without making any refund to you.
We will normally check prices before accepting your Booking. In the unlikely event that the room price is incorrect, where the correct room price is less than our advertised price, we will charge you the lower amount. However, if the correct room price is higher than the price advertised, we will contact you for your approval before we accept your Booking. If we accept and process your Booking where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we reserve the right to cancel your Booking and refund any sums you have paid.
If you have booked via a Third-Party Booking Site you will need to contact them directly. We cannot cancel or amend any Booking made through a Third-Party Booking Site.
If you have made a Booking directly with a premises, our central reservation team are available Monday to Friday, 8am-5pm to help with any amendments and cancellations. You can contact them direct by phoning 01902 916907 or pressing Option 2 when calling the hotel number or email them on centralreservations@marstons.co.uk quoting your Booking confirmation number.
Rates and Cancellation rights:
Full Flex – Pay on Arrival. You may amend or cancel your Booking up to 1pm on the date prior to the first date of your Booking
Full Flex – Pay No. You may amend or cancel your Booking up to 1pm on the date prior to the first date of your Booking
Semi-Flex. Full payment is required at the time of making the Booking. This rate is non-refundable at any time but can be amended up to 72 hours prior to the first date of your Booking.
Where your Booking has been made under an Offer and you wish to cancel the Booking you will not receive a refund. Bookings made under an Offer cannot be amended or transferred.
You may cancel your Booking at any time up to 7 days before the date of your Booking and you will receive a refund of any deposit paid. If you cancel after this time, your deposit will not be refunded.
Please see the relevant cancellation terms within the applicable Schedule within these terms.
The right to cancel under the Consumer Contracts Regulations 2013, does not apply to your contract for room hire governed by these terms as this contract is a contract for room hire (whether for accommodation purposes or as a function or meeting room) to be provided on a specific date. For more information on your statutory rights see https://www.gov.uk/consumer-protection-rights
We may be required to change the terms of your Booking:
We may cancel your Booking with immediate effect if:
7.2.1 - You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the room, for example, information required for Group Bookings or Student Group Bookings;
7.2.2 If you fail to pay us when you are required to do so or you are in breach these terms
7.2.3 You wilfully or negligently interrupt our business or the business of our other guests.
7.3 No shows: In the event that you fail to cancel your Booking in accordance with these terms and do not arrive at the relevant premises to check-in your reserved room by 11pm on the first date of your Booking, this will be classed as a ‘no show’. We will not provide a refund where there is a ‘no show.’ If your Booking is a pay now or pay later, we will have charged you for the full value of the booking and will keep the first night charge and refund the remaining nights if you have booked a multi night stay from the payment card provided at the time of Booking.
7.4 Events Outside of Our Control: In the event we are unable to honour your Booking for any reason, such as an act or event outside our reasonable control, such as riot, terrorist attack or war (or threat of either), fire, explosion, storm, flood or other natural disaster, or any law or action taken by a government or public authority (“Event Outside Our Control”) or for operational or business reasons, for instance where premises needs urgent repair or refurbishment or are closed)
7.4.1 - We will use our reasonable endeavours to provide you with an alternative room or venue that meets your requirements and which is of equal or greater value; or
7.4.2 - If we are unable to provide you with an alternative room or venue for whatever reason, or if you do not accept the alternative room or venue, the Booking will be cancelled and you will receive a full refund of any payment you have made in advance in relation to your Booking
7.4.3 - Where we are not able to honour your Booking for operational or business reasons we will endeavour to give you at least two weeks’ notice that we cannot honour your Booking.
Where you have booked a room for accommodation purposes, your room will be available for you to check-in from 2pm on the first day of your Booking. You must check-out by 11am on the last day of your Booking. If you would like to request an early check-in or later check-out time, please contact us at least 24 hours before you are due to check-in and we will confirm if this is possible.
Where you have booked a function room, your room will be available from and to the time specified on your Booking or if no end time is stated, 11pm. If you wish to extend your Booking, please speak to us and, if we agree to extend your Booking, we will confirm the time, together with any additional charges payable in writing.
If you have any questions or complaints about the room or our premises, please speak to a member of the management team on site. Alternatively, please contact us using the contact details in clause 2.2.
If you would like us to provide any additional services in connection with your Booking (such as catering services for functions) we will agree a price and any other applicable terms with you in advance of providing such services.
9.1 Where a refund is due to you in accordance with this contract, we will refund you the price you paid for the room, to the payment card you used to make the Booking.
9.2 We will normally credit applicable refunds within 14 days of cancellation of your Booking
If we fail to comply with these terms, we are only responsible for loss or damage you suffer that is a foreseeable and a direct result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. You have a duty to mitigate your losses in respect of any damage suffered. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the Booking was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process. Unless prohibited by applicable law, we shall not be liable for any indirect or consequential loss.
Where we are liable to you, save as prohibited by law, our maximum liability to you shall not exceed the price of your Booking or (where it applies) the maximum prescribed by the Hotel Proprietors Act 1956.
We only supply our rooms for domestic and private use. If you use our rooms for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, loss of business opportunity, or loss of reputation and/or goodwill, or similar. We reserve the right to cancel any rooms without notice.
We will have no liability to you or to any third party in respect of any equipment, food or drink that you bring onto our premises. Where you bring any food or drink onto our premises (for instance, as part of a public meeting), or where third parties bring food, equipment or drink onto our premises, you shall ensure that you have, or such third party has, any relevant insurances in place, including public liability insurance, to cover any potential liability in respect of such food, equipment or drink. Cooking food in the room is strictly prohibited.
Your privacy is important to us and we will endeavour to keep your personal information safe and secure. We will use the personal information you provide to us:
11.1.1 To supply the room to you and administer your Booking;
11.1.2 To process your payment for the room; and
11.1.3 If you agreed to this during the booking process, to inform you about similar products and services that we provide, but you may stop receiving these at any time by contacting us.
For further information on how we use your personal information, please refer to our PRIVACY POLICY. If you have any questions or concerns regarding your privacy, please contact our Data Security Analysist at the address or number detailed in clause 2.2.
You cannot smoke or vape in any of our rooms. Smoking is permitted in designated smoking areas outside the premises. If you do smoke or vape in our rooms and/or are found to have interfered in any way with any of our fire detection equipment or any other emergency equipment, you will be required to pay damages to us. These damages (at our sole discretion) may be demanded from you immediately, may be charged to the payment card details provided at the time of the Booking or we may instruct a third party to contact you after your stay to recover our damages. The amount of such damages shall be determined by us but shall not be less than £200 (and you acknowledge that £200 is a genuine pre-estimate of our loss in respect of breach of this clause).
With the exception of assistance dogs, we do not allow pets or animals to stay in any of our rooms or premises.
Most of our premises have a car park, but there may be a charge for use and/or limited spaces available. Please ask for further details when you place a Booking or contact us using the contact details in clause 2.2. All vehicles and their contents are left at the owner’s/guest’s risk and we do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).
We politely request that you conduct yourself, and that you ensure that all guests staying under your Booking conduct themselves, appropriately at all times and comply with any requests and notices regarding conduct, health and safety and respecting the premises, our neighbours, our employees and the other guests. You and all members of your Booking must not cause an unreasonable disturbance to other guests or our staff. Violent or threatening behaviour is not accepted on any of our premises. You are responsible for ensuring that all members of your Booking are aware of and comply with the terms of your Booking.
You will remain responsible for any damage caused to our property through your own acts or omissions or the acts or omissions of any of the members of your Booking. Where damages and/or losses are suffered, whether directly, indirectly or consequentially, you must pay damages to us in respect of any such damage or loss. In the event of such damage and/or loss we will provide you with a breakdown of the damages due. You must pay any damages payment due under this clause within 15 days’ of receipt of such breakdown from us. We will charge interest on any late payments at a rate of 4% above the Bank of England base rate from time to time. If we do not receive payment from you in accordance with this clause within 60 days of sending you a breakdown of the damages, we may (at our sole discretion) charge the payment card details provided at the time of Booking.
The damages claimed may, at our discretion, include any loss of sales from the room(s) not being able to be resold, along with any additional cost incurred due to the damage or missing equipment (for example a missing television remote control).
Most of our premises offer wifi, subject to availability. The use of wifi is subject to the terms of use. In particular, you must not use the wifi to download or upload any unlawful, harmful or obscene materials, or to place an unreasonable burden on our network.
In the event of a breach of clauses 12.1, 12.2, 12.4, 12,5 and 17.6 we reserve the right to terminate your Booking with immediate effect and require you to leave the premises immediately and may retain any money paid to us for such Booking.
Book at www.marstonsinns.co.uk and you will receive 20% off food on the main menu and takeaway menu during your stay. The offer does not apply to breakfast or any click and collect orders. To receive 20% off your takeaway, please phone the pub directly to place your order. Any orders made via the online click and collect system will not receive this offer. Please bring your booking confirmation email with you and present this when ordering or collecting your food to receive your discount. This discount does not apply to; promotional offers, privilege card holders, or special celebration menus such as Festive Menu, Christmas Day, Mother’s Day, Father’s Day, Easter Sunday etc. This offer will not be valid after the duration of the stay. It is only available at sites that are Marston’s Inns, and can only be used as part of on an online booking made directly with Marston’s Inns and does not apply where you have made your Booking via a Third-Party Booking Site. This offer has no cash value and cannot be exchanged for any other goods or services. This offer does not include any travel or other associated costs and cannot be used in conjunction with any other offer.
Our rooms may vary from their pictures. The images of our rooms on our website, Third Party Booking Sites or otherwise displayed in our marketing documentation, are for illustrative purposes only. Although we have made every effort to display the rooms accurately and whilst the facilities will be broadly the same, the room you book may vary from those images.
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will endeavour tell you in writing if this happens and we will use reasonable endeavours to that the transfer will not affect your rights under the contract.
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that does not mean that you do not have to do those things or that we are prevented from taking steps against you at a later date.
We reserve the right to change these terms from time to time and the terms applicable to your Booking are those in force on the date of your Booking
These terms are governed by English law and you can bring legal proceedings in respect of the Booking in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Booking in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Booking in either the Northern Irish or the English courts.
Although we endeavour to ensure that our website, Third Party Booking Sites and other marketing materials relating to our services are accurate, the content and information are provided for general information only and it is not intended to amount to advice which you should rely upon. We make no representations, warranties or guarantees, whether express or implied, that such content is accurate, complete or up-to-date. Please refer to our Terms of Use for further information.
Where a Booking is made on a Third Party Booking Site, or where our website contains links to other sites and resources provided by third parties, we have no control over the contents of those sites or resources and any links are provided for information only.
Children's breakfast of £2.50 is only available when purchased with a full-paying adult's cooked breakfast item. One adult cooked breakfast must be purchased per child to receive this offer.
Children's breakfast is for children 12 years and under. Any child 13 years and over must pay the full breakfast price.
Any dinner package communicated at the time of booking will be added to the reservation and consumed at the full price. No refunds can be issued for dinner packages or any itemised bill provided for dinner packages or food allowances.
Travel Agent Commission Payments: Any reservations not made via the Global Distribution System (GDS) will not be eligible for commission payments. Only bookings made via the GDS will be paid commission via Onyx on a 60-day payment term.
Travel Agent Food Allowance: Any food allowance which is communicated at the time of booking will be added to the reservation and will be fully consumed at the full price. No refund on food allowance can be issued or any itemised bill provided on Food and Drink packages or Food allowance.
1.1 Payment of a deposit. Subject to clause 3.4 of the terms to which this schedule is attached, you must pay a deposit in line with the following:
1.1.1 For Group Booking of 5-9 rooms: no deposit is required however you must pay in full at least 14 days before arrival.
1.1.2 For a Group Booking of 10 or more rooms: you must pay a deposit of at least 50% of the total charges due under the Group Booking at least 28 days prior to the date on which your Group Booking isnbooked to begin and the remaining balance at least 14 days before arrival. Any deposit payable is non-refundable.
1.2 Rates and commission. For the avoidance of doubt, the rates quoted in respect of your Group Booking are applicable for your specific Group Booking only and are personal to you. Your Group Booking cannot be assigned to a third party.
2.1 You must provide us with the names of all guests staying at our premises under your Group Booking at least 7 days prior to the date that you Group Booking is booked to begin.
3.1 Subject to paragraph 1.1 of this Schedule, no additional charges shall be payable by you if you cancel your Group Booking more than 28 days prior to the date on which your Group Booking is due to begin. If you cancel your Group Booking in whole or in part any time within 28 days of the date on your Group Booking is due to begin, your deposit is non-refundable and will be withheld. All charges for any part of the Group Booking that is not cancelled shall remain payable. For the avoidance of doubt, this shall not apply to function room hire.
You will remain responsible for the acts and omissions of all guests staying under a Group Booking, in accordance with clause 12 of the terms to which this schedule is attached.
Neither you nor any member of your group may re-sell, transfer all or part of your Booking (or agree to do so) as part of a commercial enterprise or other. We reserve the right to cancel any bookings made if we suspect there has been a breach of this Schedule and these booking terms.
1.1 Payment of a deposit. Subject to clause 3.4 of the terms to which this schedule is attached, you must pay a deposit in line with the following:
1.1.1 For Student Group Bookings of 5-9 rooms: you must pay in full at least 14 days before arrival;
1.1.2 For a Student Group Bookings of 10 or more rooms: you must a deposit of at least 50% of the total charges due under the Group Booking at least 28 days prior to the date on which your Student Group Booking is booked to begin and the remaining balance at least 14 days before arrival. That deposit is non-refundable.
1.2 Student to adult ratios. All groups of school or college students staying in rooms organised by their school or college must always be accompanied by sufficient numbers of competent adults at all times, and as follows (as a minimum):
1.2.1 1 adult for every 6 students for school years 1-3 (ages 4-8);
1.2.2 1 adult for every 10-15 students for school years 4-6 (ages 8-11); and
1.2.3 1 adult for every 15-20 students for school years 7-13 (ages 11+).
2.1 At least one adult per each Booking must have adequate first aid qualifications for the age group of students staying in the accommodation.
3.1 You must provide us with the names of all guests staying at our premises under your Student Group Booking at least 7 days prior to the date that you Student Group Booking is booked to begin.
4.1 Subject to paragraph 1.1 of this Schedule 2, no additional charges shall be payable by you if you cancel your Student Group Booking more than 28 days prior to the date on which your Group Booking is due to begin. If you cancel your Student Group Booking in whole or in part any time within 28 days of the date on your Student Group Booking is due to begin, your deposit is non-refundable. All charges for any part of the Student Group Booking that is not cancelled shall remain payable. For the avoidance of doubt, this shall not apply to function room hire.
5.1 You will remain responsible for the acts and omissions of all guests staying under a Student Group Booking, in accordance with clause 12 of the terms to which this schedule is attached.