Terms & Conditions
What Do These Terms & Conditions Do?
These terms and conditions set out:
a) your legal rights and responsibilities;
b) our legal rights and responsibilities; and
c) certain key information required by law.
‘we’, ‘us’ or ‘our’
is a reference to The Tawny Hotel Limited (13271160) having our registered office at Consall, Stoke-On-Trent ST9 0AG, or any of its subsidiaries that may own and/or operate the Hotel;
‘you’ or ‘your’
is a reference to the person to whom we are providing our Services and who is required to pay for the Services we provide;
means the booking of any accommodation or other services provided to you by us;
means the hotel in respect of which your Booking is made;
is a reference to both us and you;
means our website: Https://tawny.co.uk
1.1 A contract between you and us will come into being once we have accepted your Booking and sent you an email or any other form of communication confirming such acceptance (“Booking Confirmation”). If you book the services with us, you agree to be legally bound by the contract which includes the following:
1.1.1 these terms and conditions;
1.1.3 extra terms which may add to, or replace some of, this contract. This may happen for regulatory or legal reasons. We will contact you to let you know if we intend to do this by giving you two weeks’ notice.
1.2 All of the above documents form part of this contract as though set out in full here.
2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see clause 2.2 below). This information is noted on our website and booking engine. Some of this information is also set out in these terms and conditions.
2.2 We will give you information on:
2.2.1 the main characteristics of your booking and the services that you are paying for;
2.2.2 who we are, where we are based and how you can contact us;
2.2.3 the total price of the booking and services including any taxes (or where this cannot reasonably be worked out in advance, the manner in which we will work out the price);
2.2.4 where applicable, all additional charges or, where those charges cannot reasonably be calculated in advance, the fact that such additional charges may be payable;
2.2.5 the arrangements for payment, carrying out the services and the time by which we will carry out the services;
2.2.6 how to exercise your right to cancel the contract and the costs of doing so;
2.2.7 our complaint handling procedure (see clause 22); and
2.2.8 how long the contract is for and how to end it.
Below, we set out how a legally binding contract between you and us is made.
3.1 Any quotation given by us before you make a booking is not a binding offer by us to supply such services nor is your provisional reservation.
3.2 When you make a reservation, this is when you offer to buy the services from us. We may contact you to say that we do not accept your offer. This is typically for the following reasons:
3.2.1 we cannot carry out the services (this may be because, for example, an unforeseen event has arisen since you made your reservation);
3.2.2 we cannot authorise your payment;
3.2.3 you are not allowed to buy the services from us;
3.2.4 we are not allowed to sell the services to you;
3.2.5 there has been a mistake on the pricing or description of the services.
3.2.6 If we contact you to say that we do not accept your offer, we will try to tell you promptly why we do not accept your offer.
3.3 We will only accept your booking when one of our representatives sends a booking confirmation to you by email. At this point:
3.3.1 a legally binding contract will be in place between you and us; and
3.3.2 we will start to carry out the services in the way you and we have agreed, subject to these terms and conditions.
4.1 The amount shown on our Website at the time you make your Booking and that is set out in our Booking Confirmation is the amount you will be charged.
4.2 When making your Booking you must give details of a current, valid credit or debit card. If you are using an American Express card, a PIN number will be required.
4.3 Where pre-payment has been made for your booking, a refund will be given in respect of any incidentals paid for but not used or taken up at the time you check out of the Hotel.
4.4 We will take details of a current, valid credit or debit card (or PIN number if you are using an American Express card) when you check into the Hotel which we reserve the right to charge on any failure to pay on your part. At check-in a pre authorisation amount will be held on your card to cover the room rate per night (if not paid in advance) and a set amount per night to cover possible food and beverage charges. Any pre-authorisation amount not used will be released back to your credit or debit card, when you check out and it may take up to 10 business days to show on your account.This card may be the same or a different one to that used when making your Booking and mentioned above.
4.5 All amounts stated are inclusive of VAT or local taxes, which will be added at the rate currently in force.
5.1 If you wish to cancel or amend your Booking you must do so by sending us an email or by telephoning the Hotel direct and obtain a cancellation reference number
5.2 Cancellations or amendments to your Booking must be made by 3:00pm (GMT) 7 days ahead of arrival to avoid a first-night accommodation charge inclusive of VAT at the rate currently in force.
5.3 If you cancel or amend your Booking after 3:00pm (GMT) 7 days ahead of the arrival date as set out in your Booking or do not check in to the Hotel in accordance with your Booking, a first-night accommodation charge inclusive of VAT at the rate currently in force will be made to the credit or debit card, details of which were given at the time of your Booking.
5.4 If you have booked the Advanced Bed and Breakfast Rate, the full payment for this reservation will be taken from your card upon making the booking. Advance purchase payments are non-refundable, non-transferable and in the event of cancellation or no-show, the payments will be retained by the hotel.
6.1 We shall not be liable beyond any refund of payment made for unused days if we cancel your Booking or prematurely end your occupancy, due to an event outside our reasonable control affecting the Hotel. If you cancel your Booking or prematurely vacate due to such an uncontrollable event affecting you rather than the Hotel you will not be entitled to any refund.
6.2 We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
6.2.1 you do not pay us when you are required to do so; or
6.2.2 you break the contract between us in any other material way.
6.3 If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract.
6.4 We may also cancel your reservation if an event outside of our control means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
6.4.1 if you have already paid for your room, we will refund your payment to you; or
6.4.2 if you have not yet paid for your room, you will not have to make any payment to us.
6.5 Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.
6.6 Examples of events which might be beyond our reasonable control include:
6.6.1 an act of God, fire, flood, drought, earthquake, windstorm, snowstorm, significantly heavy snow or other natural disaster;
6.6.2 an act of any sovereign including war (or threat of, or preparation for war), armed conflict (or threat of, or preparation for, armed conflict), invasion, act of foreign enemies, hostilities (whether war be declared or not), rebellion, revolution, insurrection, military or usurped power or confiscation;
6.6.3 acts of terrorism, civil war, civil commotion or riot (or the threat of, or preparation for, acts of terrorism, civil war, civil commotion or riot);
6.6.4 civil emergency (whether an emergency be declared or not);
6.6.5 fire or explosion;
6.6.6 nationalisation, requisition, destruction or damage to property by or under the order of any government or public or local authority;
6.6.7 embargo, blockade, imposition of sanctions or breaking off of diplomatic relations or similar actions;
6.6.8 radioactive, nuclear, chemical or biological contamination or sonic boom, pressure waves caused by aircraft travelling at sonic or supersonic speeds;
6.6.9 law, or governmental order, rule, regulation or direction, judgment, order or decree;
6.6.10 epidemic or pandemic;
6.6.11 interruption or failure of utility service including to electric power, gas or water;
6.6.12 any action taken by a government or public authority, including, but not limited to, a failure to grant a necessary licence or consent; or
6.6.13 loss of any regulatory or other licence (including premises licence).
7.1 We do not exclude or limit liability for our negligence or negligent omission which causes you personal injury or death.
7.2 We shall only be liable for any loss or damage suffered by you which is reasonably foreseeable and a direct consequence of a breach by us of this contract. In the event that any loss or damage suffered by you relates to your business activities then we exclude all liability for any business loss and in particular we exclude all liability for loss of profits or other economic loss arising out of a breach of this contract.
7.3 We also exclude liability for the loss by you of any items or personal articles in the Hotel.
7.4 Our liability to you shall not exceed the price paid by you in respect of the Booking in any event.
7.5 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 as per clause 6.6.
If you wish to send us any notice or letter then it needs to be sent to The Tawny Hotel, Consall, Stoke-On-Trent ST9 0AG. If we wish to send you a letter or notice we will use the address you have given in your Booking.
Every effort has been made to ensure that you have an enjoyable and memorable stay. If however, you have any problem or cause for complaint, it is essential that you contact us immediately so we can work to resolve it, failure to notify us during your stay does not allow us to rectify any issues.
10.1 You are responsible for any breakage or damage at the hotel and its surroundings, whether to property situate at the venue or any chattels, equipment, fittings, furniture and fixtures therein, and any theft of any items from the venue by you or your party and you agree to fully reimburse us for all losses, costs, charges and expenses incurred by us as a result of the breakage, damage or theft (including replacement costs).
11.1 To meet fire & safety regulations we cannot allow guests to exceed the occupancy limit for the accommodation type booked. If occupancy levels are exceeded your booking will be terminated and you and other guests in that accommodation unit will be asked to leave for the safety of all other guests.
11.2 All children over the age of 12 will be counted as adults when referring to maximum occupancy levels.
11.3 Babies and infants under the age of 2 will not be counted towards the occupancy limit, however we reserve the right to impose a reasonable limit to the number of children in this age group in any one room.
11.4 All under 16s staying at our properties must be accompanied by an adult and must be supervised by an adult at all times.
11.5 Due to the configuration of our properties, travel cots will fit in all rooms except for the Wildwood Huts, we have a limited number of ‘travel’ cots available at No Charge, so please request in advance to avoid disappointment. Please note cot linen/bedding is not provided.
11.6 Our accommodation and associated areas are not suitable for parties and we respectfully request that any guests not staying overnight are not invited back to bedrooms or other overnight guest areas.
12.1 Reasonable behaviour is expected at all times; unreasonable behaviour will not be tolerated (including disrespectful treatment of any of our Hotel staff). Management reserves the right to cancel your Booking at any time if any person or group, who in the opinion of management behaves in an objectionable manner or contravenes the terms and conditions of this contract and any other document agreed by you, or any regulation posted in the Hotel. No refund is due for payments already received in this instance.
12.2 You Must Not:
12.2.1 smoke anywhere inside any of The Tawny premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking inside your bedroom will result in a charge equivalent to the price of one night’s stay in the room set out in your Booking.
12.2.2 bring any pets onto The Tawny premises without permission of The Tawny, with the exception of assistance dogs and dogs in approved dog-friendly rooms.
12.2.3 bring any potentially dangerous or hazardous materials or equipment onto The Tawny premises;
12.2.4 use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills;
12.2.5 use any of the technology or WIFI provided by The Tawny to download or access any unlawful or obscene material; or
12.2.6 cause unreasonable disturbance to our other guests, neighbours, or any The Tawny staff.
12.2.7 exceed occupancy levels.
12.2.8 remove, damage or destroy any The Tawny property. – We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests credit / debit card, or send an invoice for the amount to the registered address.
12.2.9 We reserve the right to take action against any guest found to have tampered / interfered with any fire detection equipment throughout The Tawny premises, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or fire fighting equipment will be charged with any costs incurred by The Tawny due to their actions and additionally may be asked to leave the premises. Depending on the severity of the guest actions, the Police may become involved at our discretion. Should the fact that fire fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit / debit card, or send an invoice for the amount to the registered address.
12.2.10 We reserve the right to charge guests the cost of rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit / debit card or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs and therefore will make every effort to keep any costs that the guest would incur to a minimum.
12.2.11 If you or your group cause damage or loss of any kind to the hotel, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to The Tawny on demand, the amount required to make good or remedy such damage or loss.
12.3 It is our policy that all our guests have the right to be treated with dignity and respect and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behaviour. Should any actions by a guest be deemed inappropriate by The Tawny Staff, or if any inappropriate behaviour is brought to the attention of our staff, we reserve the right, after any allegations have been investigated, to take action against the guest. Depending on the severity of the guest actions, the Police may become involved at our discretion, or guests may be asked to leave.
12.4 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 estate, 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 estate, 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 estate if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case, we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
12.5 If you or any of your party become over-intoxicated and/or present a danger to us, our staff, your guests or yourself, we reserve the right to refuse service of alcohol.
12.6 You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any The Tawny accommodation for sale either on its own or as part of a combined offer. The Tawny will not honour any bookings made in this way and does not accept any liability for doing so. If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, The Tawny reserves the right to:
12.6.1 cancel your reservation with immediate effect and (if appropriate) ask you to leave The Tawny premises;
12.6.2 retain all sums paid by you and/or charge you the full amount and/or refuse future bookings from you and/or refuse you entry or accommodation at any of our properties.
12.7 You must not carry out any acts or activities which are dangerous, offensive, noxious, illegal or immoral or which are or may become a nuisance to us or the owner or occupier of any neighbouring property; or
12.7.1 carry out any act or activity which in our reasonable opinion could risk harm or personal injury to any person at the venue or cause damage to the venue (or any part of it) or any neighbouring property, and, in this circumstance, we will not be liable to you for any refund of any of the services price or any other fees paid to us whatsoever under this contract or otherwise.
12.8 There are water features at The Tawny into which it is strictly forbidden to enter at any time. It is also forbidden to launch any inflatables or watercraft. Swimming is not permitted in any of the lakes on property, for health and safety reasons.
12.9 You should be aware that there are numerous hazards at the venue associated with uneven and slippery surfaces, amongst other things. You must ensure that care is taken by you and your party. The grounds and swimming pool are not child safe; children and infants must be supervised at all times. You are responsible for ensuring your party are aware of the hazards in and around the venue.
12.10 Fireworks, Chinese lanterns, sky lanterns, balloon releases or similar are not permitted at the hotel.
12.11 Ball games are not permitted anywhere on-site.
12.12 No glitter or glitter bars are permitted anywhere on-site.
12.13 Drones may only be operated and used by appropriately licensed persons and our prior written consent must be obtained to the use of a drone. We cannot allow the use of a drone outside the geographical limit of our venue. Please contact us as soon as possible if you are hoping to use a drone at The Tawny.
12.14 Amplified music is not permitted in any outside area of the venue.
13.1 We support Drinkaware, a charity which promotes responsible drinking and which is committed to helping to reduce alcohol misuse and minimise alcohol-related harm. We reserve the right not to stock certain alcoholic drinks behind the bar which are commonly associated with excessive consumption and misuse and reserve the right to refuse to serve you or your party. We also reserve the right to ask you or your guests to leave the Plumicorn building if we consider that they are over-intoxicated.
13.2 We operate a zero-tolerance drugs policy. If you or any of your guests is in possession or caught using any substance what is thought to be an illegal drug, regardless of the amount involved, the police will be called using 999 and the person in question will be asked to immediately leave the hotel.
13.4 You must ensure that you and all of your party follow our instructions regarding health and safety in the event of fire or other circumstance leading to the evacuation of the venue.
14.1 Should any guest lose any belongings during their stay or incur damage to the property, the Hotel’s total liability shall not exceed the value of the charges received by it under the Contract.
14.2 If we find any lost property, we will make every reasonable effort to locate the owner and return it, but if we cannot locate the owner and an item is not reclaimed with 3 months of the guest’s departure it will be disposed of.
14.3 The Hotel has free parking available. Cars and their contents are left at the owner’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).
Check in time is 3:00pm and Check out is by 11:00am. A pre-approved late departure with our reception desk until 1:00pm will incur a charge of 25% of the nightly rate.
We comply with the access requirements of local disability legislation, if you have special requirements please inform us at the time of booking. We have two accessible rooms at the hotel.
The use of the Website is restricted to people over the age of 18. Persons under the age of 18 may not check into The Tawny Hotel unaccompanied by an adult.
All rates quoted on our Website or otherwise and confirmed in non-UK Sterling will be converted to the UK Sterling by the Hotel at the time of payment, based on the then current exchange rate. The current exchange rate will be used if a refund in respect of incidentals is required when you check out of the Hotel.
Reservations of 5 rooms or more will require prior approval from the Hotel; please contact the Reservations team via email on [email protected]
You have certain rights under consumer protection legislation. Nothing in these terms or conditions shall limit or restrict the guests’ legal rights as a consumer. Advice concerning such rights may be obtained from a Citizens Advice Bureau.
22.1 throughout your booking we will be maintaining, repairing and, in some cases, upgrading the Hotel and grounds. We engage contractors to carry out the maintenance, any repair work, and any renovations such as (but not limited to) groundsmen, tradesmen and housekeeping staff. We also have generators on each site as back up electricity supply and invest in other equipment such as (but not limited to) snow ploughs;
22.2 We reserve the right to make changes to the Hotel and its fixtures, fittings, furniture, and facilities after the date of this contract up to your booked date without reference to you provided such changes do not restrict the area in which we have agreed to provide you with services.
22.3 should your room be unavailable at check-in we will make every effort to supply an alternative room of equal or greater value.
If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies. All rights not expressly granted in these terms and conditions are reserved.
24.1 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).
24.2 If you and we cannot resolve a dispute, we will let you know that we cannot settle the dispute with you and provide you with any information that we are required by law to provide.
25.1 No variation or amendment to the contract shall be effective unless it has been agreed specifically in writing by one of our authorised representatives.
25.2 You cannot transfer any of your rights or obligations under this contract to another person without our prior written consent.
25.3 We can transfer all or any of our rights and obligations under the contract to another organisation but this will not affect your rights under the contract.
25.4 If any provision of this contract (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of this contract shall not be affected.
25.5 If any provision of this contract (or part of any provision) is or becomes illegal, invalid or unenforceable but would be legal, valid and enforceable if some part of it was deleted or modified, the provision or part-provision in question shall apply with such deletions or modifications as may be necessary to make the provision legal, valid and enforceable.
25.6 You must not carry out any act which brings or may bring us into disrepute or which prejudices or may prejudice our business or affairs or which disparages us in any way.
25.7 No one other than a party to this contract has any right to enforce any term of this contract.
25.8 All written communications by you to us must be sent by first class post to The Tawny Hotel, Consall, Stoke-On-Trent ST9 0AG or by e-mail to [email protected] (or to such other address that we may notify to you).
25.9 If this contract is cancelled it will not affect our right to receive any money which you owe to us under this contract.
25.11 The laws of England and Wales will apply to this contract.
25.12 If you are not happy with the way in which we handle a disagreement and you wish to take court action, you must do so in England and Wales as the courts of England and Wales shall have exclusive jurisdiction in respect of this contract.
‘We cannot wait to welcome you to The Tawny Hotel, we have implemented a number of procedures stated below to ensure you and our team are kept safe, we ask that you adhere to all of the below during your stay:
• We politely ask you to wear Face Masks or keep your distance from the team when walking around internal buildings including Reception, The Plumicorn or inside our vehicles
• There are hand sanitise stations around the site, please use them onto the entrance of any buildings
• If you have any symptoms, have been asked to self-isolate or have had a positive test in the last 10 days please do not visit The Tawny
• Please also ensure you have the Track and Trace App available for use to check into our venue, should you wish
• We have increased our cleaning on-site to ensure all of our venue is sanitized and safe during your time here at The Tawny
• We will contact you in advance to get as much information as possible, to ensure a quick and seamless check-in and reduction in contact time
• Whilst the majority of our spaces are outside, we would still recommend you keeping a distance of at least 1 metre with other guests at all time
• We are a cashless hotel