Terms and Conditions
1
Terms and Conditions
Terms and Conditions
These terms and conditions apply to all bookings made to stay and/or dine at The Angel Inn, whether made through our online website booking system, by email, over the telephone or through any third-party booking platform, agency or app. These terms and conditions constitute the entire contract between you and us and contain important information about your stay and/or visit and we strongly advise that you read them carefully and in full.
1 The Angel Inn, Stoke-By-Nayland and Guests
The Angel Inn is a hotel and restaurant located in Suffolk and is operated by Suffolk Country Inns Limited whose registered office is at 7 Sail Lofts, Porthmeor Road, St Ives, Cornwall TR26 1GB, company number 07400013 (referred to in these terms and conditions as “the Company”, “us”, “we” or “our”). Our VAT number is 106946212. In these terms and conditions, the words “you”, “your”, ”guest”, “customer” or “resident” refers to you and, where the context admits, to your party.
2 Details
Our address is: The Angel Inn, Polstead Street, Stoke-By-Nayland, Suffolk, CO6 4SA. You can contact us by emailing us at info@angelinnsuffolk.co.uk or completing the form on the contact page of our website at www.angelinnsuffolk.co.uk.
3 Booking Request
No booking in either our restaurant, bar or hotel shall be binding or complete until you receive a confirmation email from us. Upon sending to you a confirmation email, a binding contract incorporating these terms and conditions shall come into existence between you and us. 2
4 Restaurant Reservations
Reservations can be made online or via the telephone, upon successful reservation you will be notified via email confirmation.
Your booking time, confirmed in a confirmation email states the time in which your booking is due to commence, should you wish to have pre-dinner drinks then it is advisable that you arrive at least 30 minutes before the stated time. We allow up to 15 minutes for late arrivals, should you arrive after the stated time then we will take reasonable endeavours to sit you at the next available allotted time period.
For tables of 8 or more persons, we take a non-refundable deposit of £10 per person to confirm and hold your reservation. This will be taken over the telephone at the time of booking. You must give us at least 48 hours’ advance notice by email or in writing if you wish to cancel or amend your reservation. If the booking is amended, the deposit will be transferred to the new booking.
You will be required to pre-order from our À la Carte menu and we will send this to you a week in advance of your booking. We reserve the right to change or substitute menu choices due to unavailability of ingredients or other matters beyond our control.
5 Accommodation Bookings
5.1 All rates are subject to availability. The following terms are applicable to reservations made direct through our website or via telephone. If your reservation has been made through a third-party platform or website, then their respective terms may apply where applicable. You still agree to comply with these terms and conditions and where there is any conflict between third-party terms and conditions and these terms and conditions, the latter shall prevail.
Once you have made a reservation, either for a bed and breakfast or a dining package, you will receive confirmation via email detailing a breakdown of your reservation.
For bookings including dinner reservations you will be contacted prior to your arrival to arrange your restaurant sitting times. If we are unable to contact you in advance then we place your reservation at a time in which it can be accommodated. For bed and breakfast reservations no restaurant or Terrace Bar reservation is included or made and it is your responsibility to 3 contact us should you wish to eat in the restaurant. We take no responsibility should we be unable to accommodate you in our restaurant or Terrace Bar.
For every reservation we take a credit or debit card number (held in a secure PCI-DSS compliant vault) to confirm and hold your reservation. Unless a credit or debit card is held against your reservation the reservation is deemed invalid. Payment for the reservation will be taken upon check-in on the date of your booking. Any meals not included will be charged on departure. If either of these are not able to be done at these times then you give us authorisation to charge the card on file for any remaining balance attributed to your reservation(s).
For any standard flexible rate any cancellations or amendments can be made to reservations up to 24 hours before arrival date (12pm). For any cancellations made after this time or absent parties without prior advisory, the full payment for the reservation will be retained. Any amendments to reservations within the 24 hours prior to arrival may be subject to additional charges.
Alterations or amendments to a reservation must be notified in writing via email by contacting info@angelinnsuffolk.co.uk.
Any transfers or amendments are subject to availability, and in some circumstances an additional fee may be required, no credit will be issued should there be a variance between transferred or amended dates.
5.2 Changing or cancelling your accommodation booking
(a) If you wish to change your booking, please contact us as soon as possible and we will let you know if any change is possible. We are under no obligation to agree or make any change to your booking and any change is entirely at our discretion. If we agree to any change, we will send you a confirmation email with the new booking details.
(b) If we cannot accommodate your request to change your booking, you may either continue on the terms of your original booking without any charge or cancel your booking. If you cancel your booking, the relevant cancellation provisions in these terms and conditions will apply. We strongly recommend to all guests that they take out appropriate comprehensive travel insurance to cover cancellation, unforeseen events or changes in travel plans.
(c) We shall use our reasonable endeavours to avoid having to cancel or change your booking but we reserve the right to change or cancel your booking at any time. In these circumstances, we shall refund the cost of your booking but shall have no further liability to you in relation to any cancellation or for any related or consequential losses. 4
We have one dog-friendly room and you must contact our staff directly in advance to book this. If you arrive with a dog without our knowledge and our dog-friendly room is already booked, we shall not be able to accommodate your booking and no refund will be made in these circumstances.
5.3 If a customer books a dog-friendly room, the Customer agrees to:
a) comply in full with all the conditions and obligations set out in these terms and conditions;
b) pay the Pet Supplement Charge (currently £45 per stay);
c) not exceed the number of dogs stated on the Booking Confirmation (which shall never exceed 1 dog);
e) keep the dog off beds and armchairs and furniture at all times;
g) not permit or allow any dog in the restaurant or to be unattended in the garden courtyard or in any other part of the Property at anytime;
h) pick up after after any dog soiling and promptly dispose of the same.
i) properly supervise and control his or her dog at all times both in the room and anywhere else at the Property. We shall charge and the Customer agrees to pay an additional £280 plus VAT cleaning charge for any dog related soiling of any kind whatsoever. You irrevocably authorise us to charge your credit or debit card with these charges and any additional charges in the event failure to this clause 12.2i; and
j) pay in full for any dog-related damage to the room, furniture, fixtures, fittings, fabrics and garden or any other part of the Property
5.4 The customer further agrees:
a) not to bring to or keep at the Property any puppy, aggressive, dangerous, uncontrollable, noisy or untrained dog;
b) not to keep any other pet, animal or dog on the Property without first obtaining the Owner’s written consent (which will be confirmed in the Booking Confirmation and will be subject to an Pet Supplement Fee); and
c) fully to indemnify us against all and any claims by or liabilities to any person who may suffer any injury or damage caused by or relating to the Customer's dog howsoever arising. 5
5.5 Group bookings of 3 or more rooms
Group bookings of 3 or more rooms are amendable up to one week before arrival, when full payment is required. This payment is non-refundable unless we are able to resell the rooms at the same price. If one or more of the rooms are resold, but not all of the booked rooms, a partial refund will be made.
6 Accommodation Availability and Special Offers
(a) All offers are correct at time of publication but terms and conditions which may apply to them are subject to change. No offer can be combined with any other offer or special package and cannot be applied to gift vouchers or special or private events unless otherwise agreed by us in writing.
(b) All Special Offers and Packages are subject to availability and may change on a daily basis. Offers are based on double or twin occupancy unless otherwise stated. Bookings can be made only directly with the hotel unless otherwise stated.
7 Accommodation
(a) Unless otherwise agreed in writing, your room will normally be available from 15:00 and you should not check in prior to 15:00. Check out time is 11:00 and we ask that you vacate your room no later than 11:00. Additional charges will be applied to any check out time after 11:00.
(b) In the interests of security and the prevention of fraud, we may ask you to confirm your identity by providing your passport, driving licence or other form of acceptable photo ID upon check-in.
(c) If you are arriving from outside the UK, we are required by law to ask for your passport and the place of your next destination at the time of check-in. If you do not have your passport, we reserve the right to treat your booking as cancelled by you. We will retain this record for a period of 12 months and we may disclose it as required by law. We are required to collect this information in relation to each member of your party over the age of 16 and we reserve the right to refuse entry to The Angel Inn to anyone who is unable to provide this information.
(d) Please note that all guests under the age of 18 must be accompanied by adults during their stay. We reserve the right to refuse entry to The Angel Inn to anyone who is under the age of 18. We do not permit children under the 6
age of 5 years in the hotel at any time, or in the restaurant, terrace, Terrace Bar, garden courtyard or any other part of The Angel Inn after 7.30pm.
8 Charges
(a) The price of your stay (which includes VAT) is indicated on our website and stated in our confirmation email. Where there is any error or discrepancy between our charges and the price stated on our website or otherwise communicated to you, we reserve the right to amend the rates and to charge our current charges or to cancel your reservation.
(b) All charges incurred during your stay (including any food and beverage charges, supplementary charges and any room charges which you have not paid for in advance) must be settled in full upon check-out. You must tell us before you check-out if you have any questions or issues with any charges or any aspect of your bill. No refunds or changes can be made after your departure.
9 Your Stay
During your visit or stay, you must comply with the following rules and requirements which are intended for the safety, wellbeing and benefit of everyone in the building:
(a) Rooms: All images and descriptions of our rooms and facilities on our website and social media are for illustrative purposes only. Each part of The Angel Inn is different and your room or the facilities you use during your stay may vary from published images. Your reservation is for a room category and not a specific room. We try to accommodate any specific room requests but we cannot guarantee or agree any specific room or restaurant table during your stay. All rooms are for a maximum occupancy of two adults.
(b) Food and Drink: Guests are not permitted to order or consume their own or take-away food and drink in any part of our building or the bedrooms at any time.
(c) Noise: All guests are asked to respect other guests and nearby residents when in guest rooms, our restaurant, bar, hallways, stairs or any other part of the premises including the garden, terraces and car park. We do not permit the playing of video games, movies, music or other images on any mobile phones, tablets, or other devices in our restaurant at any time. 7
(d) No Smoking or vaping: Smoking and vaping are not permitted in any part of The Angel Inn, including our garden and terraces, at any time, whether in your room or elsewhere. The Angel Inn has a designated external smoking and vaping area and our staff can advise you of its location upon request. We reserve the right to charge your credit or debit card with all costs in respect of specialist cleaning in the event of any smoking or vaping in your room during your stay. We also reserve the right immediately to terminate your booking in the event that you fail to comply with our strict no smoking and vaping policy.
(e) Animals and Pets: No animals or pets are permitted in any part of the Property at any time unless authorised in writing by us. We have specific provisions for well- behaved and properly supervised dogs which are as set out in these terms and conditions. We reserve the right to refuse admission to any dog and its owner(s) to any part of the Property without giving any reason for such refusal.
We have one dog friendly room which can be found on our website in the room descriptions.
We may in our absolute discretion permit dogs in such parts of the courtyard garden area as we designate or specify as being dog friendly during morning, and afternoon service in the months during which we offer outdoor dining.
(f) Children Policy: Children aged under 5 years are not permitted at The Angel Inn. Children under 18 must be accompanied by an adult.
(g) Accidents: Guests must report any accident or injury whilst on our premises immediately to a member of staff. This information is required in order to comply with health and safety obligations and for insurance purposes.
(h) Inappropriate Behaviour: We do not tolerate any criminal, improper, violent, threatening, racist, sexist or abusive behaviour or any other illegal behaviour or conduct. We reserve the right to remove you from the premises and treat your booking as cancelled by you if you fail to comply with this requirement. We will always seek the maximum criminal penalties in respect of any physical or verbal abuse or threatening behaviour towards any of our guests or any member of our staff.
(i) Damage: All guests are required to respect The Angel Inn, its heritage buildings and fittings, rooms, property and facilities. In the event that there is any damage to your room during your stay or if any items are broken or missing from your room upon your departure, please tell us immediately. We reserve the right to charge the credit or debit card you have used to secure 8
your booking to cover in full the replacement costs of any such loss or damage.
(j) Parking: Parking in our car park is limited and we do not reserve or allocate parking spaces. We cannot guarantee the availability of parking in our car park. We do not accept any responsibility for your car or any belongings that are left in your car whilst you parked in our car park or elsewhere. Please ensure that all valuables are removed from your car. The use of electric charging points in our car park is entirely at our discretion and must be booked and paid for at reception. We cannot guarantee the availability of electric charging points located in our car park.
(k) Privacy and Publicity: The Angel Inn has a no publicity policy. Guests must not photograph or identify any other guests staying or dining at The Angel Inn in any press, publication or social media (including Facebook, Twitter, Instagram, TikTok or on personal blogs). Guests must not identify or describe any private event taking place at The Angel Inn.
10 Damage & Loss
(a) We strongly advise you against bringing valuable items such as jewellery or large amounts of cash to The Angel Inn. If you do so, we can place any such items in our safe at your own risk. We cannot accept any liability for the theft, loss or damage of any such items.
(b) We are not liable to any guest for any loss, damage or injury suffered or for loss or damage to his or her property. However, this clause does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.
11 Your Personal Information
We will use the personal information you provide to us in accordance with our Privacy Policy and in accordance with GDPR regulations. 9
12 The Angel Inn Trademarks
No guests shall use the name, logo, colour, trademark, service mark, photograph, trade dress, or any other identifying feature of The Angel Inn, Stoke-by-Nayland without obtaining our specific prior written approval as to any specific use.
Guests expressly recognise that the The Angel Inn and The Angel Inn, Stoke-by-Nayland brand, trade mark and logo are the exclusive intellectual property of the company. Guests may not produce or reproduce, or authorise others to produce or reproduce, our brand, trade mark, logo or intellectual property for any purpose whatsoever, including, but not limited to, any communications, marketing, advertising, social media or other promotional materials without our prior written agreement.
13 Private Events
A Private Event is any restaurant booking for 10 or more persons (whether such event is in a private area or room or in the main restaurant). You will be required to pre-order from our À la Carte menu and we will send this to you a week in advance of your booking. We reserve the right to change or substitute menu choices due to unavailability of ingredients or other matters beyond our control.
We take a non-refundable deposit of £10 per person to confirm and hold your reservation. You must give us at least 7 days advance notice by email or in writing if you wish to cancel, change or amend your reservation.
If you have any special dietary requirements or food allergies, we will do our best to accommodate these provided we are told in advance. You must inform your waiter or waitress before placing any order for food or drinks of any special dietary requirement or allergy. If you have a severe allergy, please speak to the restaurant manager about this in advance of making any booking, so that we can assess whether we are able to accommodate your requirements
14 The Well Room – Private Hire
The Well Room private room hire charge (for lunch or dinner) is £250 plus VAT. The private room hire charge must be paid at least 14 days prior to the reservation and is non-refundable on less than 14 days’ notice in writing. This 10
means that if you book The Well Room and then cancel on less than 14 days’ notice we shall charge the full £250 plus VAT to your credit or debit card and you irrevocably authorise us to charge your card with these charges.
15 Other Important Terms
COVID-19
(a) We comply with the rules, guidelines and regulations set out by the Government or any relevant public authority in relation to coronavirus. We also reserve the right to impose any additional measures we deem necessary to protect the health and wellbeing of our guests and our staff to the best of our ability. However, we are not responsible or liable should any customer or guest be exposed to or contract coronavirus during your visit or stay with us. All guests must comply with all our Covid-19 measures.
(b) In the event any rules, regulations or guidance issued by the government or a public authority result in the full or partial closure of our restaurant or hotel, the value of any booking and deposits shall become fully transferrable and may be used towards the cost of a new booking on a future date within one year subject to availability.
(c) Weddings, private parties and special events comprising a booking for more than 10 guests are subject to separate terms and conditions which are available on request and will be sent as part of the event booking process.
d) If you cancel any booking with us for reasons related to Covid-19 which relate to your own circumstances or restrictions which apply in your area, but where we are open and able, then the full cancellation charges as set out in these terms and conditions will apply. We strongly advise you seek suitable travel and holiday insurance.
(e) All new bookings arising as a result of any cancellation which is subject to clauses (a) and (b) above must be booked and taken within one year of the original booking date. We strongly advise you to re-book immediately as bookings are subject to availability.
16 Force Majeure
The Angel Inn is not be responsible and will not give any refund or pay any compensation where we are prevented or delayed from performing our 11
obligations due to an event beyond our reasonable control, including but not limited to flood, riots, civil commotion, road closures, earthquake, pandemic, mechanical breakdown, IT failure or cyber attack, fire, adverse weather conditions, acts of terrorism, gas, electric, water or other utility failure or outage.
17 Other Terms
We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and we will ensure that the transfer does not affect your rights under the contract.
If a court finds part of this contract illegal or unenforceable, such finding shall not affect the remainder of this contract which shall 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 may 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, this does not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
18 Governing Law & Disputes
These terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.