Terms & Conditions

Advance purchase 

Rooms booked on an advance purchase price plan are non-refundable and non-transferable and payable at the time of booking. This will be indicated during the booking process in rate plan terms & conditions.

*Due to current exceptional circumstances, all new and existing bookings up to and including 31st May 2020 can be changed free of charge. To make arrangements, please call 0844 950 6282, email reservations@crerarhotels.com, or contact the hotel directly.

Arrival and check-out
Rooms are available from 3.00pm on the arrival date. Please let your chosen hotel know if you are likely to arrive after 9.00pm. You are requested to vacate your room by 11.00am on the day of departure. 

Call charges

Crerar Hotel Group's call centre can be contacted on 0844 950 6282 Monday - Friday from 10am-1pm. This is a service number which will incur a charge. Charges will vary depending on your mobile or landline provider.

Card payment
Crerar Hotels are pleased to accept payment by debit card and all major credit cards including MasterCard, Visa and American Express. 

We strive for 100% customer satisfaction at all times, so if you feel there is an area that we can improve, or if you are unsatisfied with your visit, please write to:

Customer Services
Crerar Hotels
1 Queen Charlotte Lane

Day spa package cancellations
50% pre-payable at the time of booking. Standard cancellation is up to 48 hours prior to your spa day booking. If you cancel your spa day 48 hours prior to your booking your 50% deposit will be retained.

The management reserve the right to alter any treatment or price at any time without prior notice.

Fair Fund
By opting to pay a service charge you’re helping us build our “Fair Fund”. This is given back to our whole team, and is available for team members’ personal development opportunities.

Family rooms
Family rooms are available at a number of our hotels, please call your chosen hotel directly if you are unable to find a family room online, where we will be happy to check availability for you. 

We believe greatly in locally sourced ingredients, high quality and seasonal produce for our menus, which means occasionally dishes from our advertised menus may be unavailable. 

We are pleased to welcome dogs at a charge of £12.00 per dog, per night. All our guestrooms are dog friendly and dogs are allowed in the bar and restaurant at the manager's discretion. Please advise your chosen hotel at the time of your reservation that you wish to bring your dog and you will be allocated a dog friendly room. For other kinds of pets, please speak to your chosen hotel direct for details. 

Prices shown on the website vary and will often be displayed differently, dependent on the price plan; per room, per person or per break.  All prices are inclusive of VAT and subject to availability. Meals are included in some rate plans and this will be indicated at the time of booking.

Rooms for customers with disabilities
Some of our hotels have rooms that are specially adapted for customers with disabilities, please call the hotel of your choice to check availability. If you have difficulty walking but do not require a specially adapted room, you can request a room on the ground floor near to reception for easier access. We will make every possible effort to accommodate your personal requirements, however all rooms are subject to availability at the time of booking.

All Crerar Hotels are committed to providing guests with a smoke free environment. All bedrooms, public areas and event spaces are non-smoking.

All guests are required to complete a medical questionnaire prior to treatments and we ask all guests to advise us of any health conditions, allergies, medications or injuries that may affect your choice of spa treatment

Please contact us if you are unsure or would like some guidance. If you do have any medical conditions which may prevent you from having a treatment, please speak to your GP prior to arrival

Please refer to the policies of your chosen rate for cancellation terms as they will vary depending on the rate selected.

Your personal details
Your personal details will not be sold on or passed on to any third parties. Your credit card details are securely deleted after your booking is confirmed.