why we need this
Sadly, there are those out there who assume they can mess us around, make fake bookings, use someone elses credit card, send multiple e mails and /or phone calls and make a ton of extra work for us and that they can offer an unprofessional approach to business. Without these simple guidelines we would have been forced out of business a long time ago by those who seem to assume they can get away with a lot. Cancelling on the very day of a booking and expecting a full refund - with no consideration of banking charges, my time and the fact we now have an empty room. If you booked a flight with British Airways and cancelled on the day of the flight - do you think BA would reschedule your flight or offer a full refund - NO OF COURSE NOT - yet some assume we will, which is naive and somewhat annoying when we get shouted at and abused when we explain our cancellation policy, which they can read for themselves.
Please be thoughtful and appreciate why we have these guidelines / terms and conditions - it is for your protection as well as ours. Our service is ' Friendly but Firm' as we do not allow the few who wish to throw abuse our way.
special occasions & workshops
When attending a workshop - special event weekend, please be aware that it is a great deal of work and cancelling at short notice comes with penalties. It is not like booking a B&B;- this is a well organised and thought out training - special event weekend and we expect you to commit to what has been booked. It is not a game. It is a serious business and whether a spiritual weekend, a chill out weekend or an X Rated weekend, we ask your appreciation of our Terms and Conditions and treat the weekend with the level of respect one would expect.
CANCELLATION - WHERE FULL PAYMENT HAS BEEN MADE.
Less than 28 days notice - Nothing is returned.
More than 28 days notice - 50% is returned.
If we can re sell your space we will offer a 50% refund.
CHRISTMAS & NEW YEAR
This is a very special time and cancellation is a little different.
Less than 28 days notice - Nothing is returned and any monies not paid will be charged so we are paid in full.
More than 28 days notice - 50% is returned.
If you find someone to replace you for the Christmas period, all finances are to br sorted between you and an Admin Charge made to cover our costs ( between £25 - £100 depending on how much work you make for us. )
If a friend of yours replaces you for a workshop / special event or for the festive season which you have fully paid;- we require their name, address, e mail address and phone number and a confirmation e mail from you and from them covering this, and all monies paid are between you and them.
Workshop weekends - Tantra & Massage - where we work in pairs -if we cannot replace you and keep the numbers even, we will charge an extrs £50 FACILITATORS FEE as your facilitator then has to take part in the workshop as well as teaching, and this is a great deal of extra work.
ALL DAMAGES ARE TO BE PAID FOR.
If you make a mess of the bedding, towels or anything within Hamilton Hall, we charge a full new price plus 20% on top of that, as we are busy people and if we have to go shopping and buy a replacement, this takes our time and you pay for this. This applies to thoughtless acts of damage - and you would be gob-smacked at how utterly thoughtless some are of our property ( a glass of red wine put ON THE COUCH and then the customer got up and the wine went everywhere - red wine on a beige couch - and you would never - ever - do this at home and would put your wine on the table and NOT on the couch - it absolutely beggars belief, and the customer was charged £35 dry cleaning bill for the couch cover and £15 staff time, and he moaned - and I was astounded he didn't see fit even to apologise. )
Accidental damage, as we all have accidents and these are not thoughtless acts of stupidity ( like the wine glass ) then we do not charge you.
If you wet the bed, and you know there is the possibility of this happening and you say nothing, then you may be charged for a new mattress and bedding.
Harsh - maybe - but we keep Hamilton Hall in very good nick and spend a fortune keeping it so nice and if you damage or stain or break something, then you pay.
WE SUGGEST HOLIDAY INSURANCE
LATE ARRIVALS - If we have not been informed of an arrival after 8pm, there may be a surcharge for staff waiting up. If after 10pm before you arrive and still we have not been kept 'in the loop' there will be a £50 charge for every hour - or part of - where you are late. Please - just be thoughtful of our time and work schedule and phone and let us know what is going on. Late is no problem as long as we know and there may be a charge. We do not have 24 hour reception or all night staff.
WE should not have to have all these penalties in place and I have had to ' toughen up in business' as so many mess us around, think it funny - or something - to mess about and be grossly unprofessional while they would NEVER be so badly behaved to British Airways or any other business yet expect us to be all forgiving - all available - and if you offer us an unprofessional approach to business and this costs us money and time, this will be charged for. PERIOD.
So please get your act together, figure out IN ADVANCE Awhat you want - have pen and paper, your reading glasses AND YOUR DEBIT / CREDIT CARD TO HAND - BEFORE YOU PHONE - to save time and stress on both sides.
We mean no offense in protecting ourselves in business from this kind of thing and your acceptance of our reasons is appreciated.
Cancellation made within 24 hours
If you book and cancel within a very short period of time, say within 24 hours, the cancellation policy above applies. We are put to expense. Banking charges making payment IN , and banking charges making payment OUT - as a refund. Banking is not free & we are charged accordingly. Plus you pay for our time. So before you make a booking, please confirm your dates and availability from work or family and have flights - train sorted.
cancellation of b&b
Must be in writing through e mail and NOT by leaving a message on Voice Mail, or please speak directly to me or my staff on the phone. If you do not receive an e mail in response from us concerning your cancellation, please verify we have received it, as some e mails do get lost - misdirected - and clarrification of a cancellation is important.
All e mails and phone calls received after 6pm on any day will not be considered until the next working day and will be considered from that days date and not the night before. No use cancelling a reservation at midnight and claiming you gave enough notice when we are not at the computer at midnight and your cancellation will not be accepted until the next morning when we are working. If this means your correct notification period ( 7 days ) is incorrect and not enough time has been given, this is your concern. We do not work 24 hours a day and your acceptance and appreciation of this fact is important. Plan wisely and allow the correct cancellation period.
BED & BREAKFAST RESERVATIONS
Less than 7 days notice, no refund
More than 7 days notice. A £50 per person is ratained and the remainder returned to your credit / debit card.
Transfering to another date - £25 per person Admin Charge.
If you have a genune emergency, we will offer a partial refund ( allowing for banking charges etc. ) and ask for verification / proof of your emergency.
One guy claimed his secretary was suppose to cancel for him and as she had not, he was charged and he shouted and screamed at me down the phone and as I said, shout and scream at your secretary do not do so to me.
WE SUGGEST HOLIDAY INSURANCE
SPECIAL OFFERS are available through signing up on the HOME PAGE and being sent an e mail promoting any relevant offer available. Special Offers are only available through e mail and not over the phone.
SPECIAL OFFERS PAGE
PLEASE BE RESPONSIBLE AND MATURE IN YOUR BUSINESS DEALINGS WITH HAMILTON HALL AS WE DO NOT TOLLERATE ABUSE THROWN AT US WHEN THE MISTAKE IS NOT OURS.
If WE make a mistake we will apologise, repay 100% of what is owed and depending on circumstances, offer a free weekend in return as a gesture of good will.
NO REFUND IS AVAILABLE IF CANCELLING A SPECIAL OFFER. PLEASE BARE THIS IN MIND.
still have questions
or doubts ?
It really is that simple.
ADMINISTRATION FEE CHARGED.
IIf a reservation is cancelled by the customer within a few moments of the reservation being made, for whatever reason, we charge a £25 - £50 Admin Fee. Some like to mess us about - others to waste our time - some change their minds and others bottle out - and as a business our time is precious and unpaid and unappreciated when it is wasted - hence we charge. Please be professional and as a NOT FOR PROFIT VENUE we cannot have our times messed with. No one hates this more than us .
KEY CHARGE: If you take your Room Key with you, please just pop it in an envelope and return to us. £25 per key is charged if we loose keys and they are not returned. These security keys cost a lot to have re made.
APOLOGIES FOR THIS - BUT WE HAVE THIS IN ORDER TO PROHIBIT THE TIME WASTERS, THOSE WHO CHOOSE TO MESS US ABOUT, IRRESPONSIBLE AND UNPROFESSIONAL ATTITUDES AND BLATANT FRAUD AND CORRUPTION.
EXTRA ADMINISTRATION CHARGE
( between £10 - £100 )
If a card number is rejected by the bank and we have to phone / e mail and get another card number:
Or you have given incorrect details:-
Or if you do not have enough clearance on your card for the amount to be charged:-
Or if you use several different e mail addresses in making a single booking and cause confusion:-
Or you ignore what we have requested from you and decide to do it ' your way' which is counterproductive and makes more work for us:-
Or if you send us unsolicited abusive emails.
Or if you constantly e mail with bits and pieces and still we have not received all the correct information requested
Or if we have multiple e mails for a simple booking:-
Or if you make a reservation and then because of no funds in your credit / debit card account we have to wait to take payment and we try multiple times to get card clearance :-
If you take our Room Key with you on departure - and you do not pop it in the post to be returned to us, a £25 per key will be charged. Being part of a Security System makes these keys expensive and difficult to replace.
PLEASE be thoughtful of our work schedule and the amount of hours we work each day. Offering a proficient and professional approah - both ways - as far as we all can, really does help and if we make mistakes, we offer compensation ( free night - free weekend and or a free meal ) and an apology. We all make mistakes and expect a mature response in reply.