TERMS, CONDITIONS & POLICIES
Our main focus and priority is, and always will be, the health and wellbeing of our staff and customers. Due to Covid-19, we have relaxed our cancellation policy, giving you the reassurance, guidance and flexibility we all need during these times. You can view our COVID-19 PROCEDURES by clicking the button below.
BOOKING POLICY
By booking a room with us, you agree to the following terms and conditions.
Due to the size of our establishment, we are unable to hold rooms without obtaining a 20% deposit. No further payments will be taken until 7 days prior to your arrival, which is when the remaining amount will be automatically processed. If we are unable to automatically process it, we will be in contact to settle up the payment.
We will confirm your reservation by e-mail upon receipt of 20% deposit. You will be provided with a final invoice for your stay on your departure.
GUEST ARRIVAL
We have moved our check-in time back to 4pm. By doing so, this provides the team with more time to carefully and thoroughly deep clean and sanitise each room in-between guests. If you are wishing to arrive earlier, please do let us know in advance and we will aim to do what we can to accommodate an earlier check-in.
GUEST DEPARTURE
We ask that on the day of departure you vacate your room by 10:30am. We are not currently able to accomodate any late check-outs, due to the thorough cleaning and sanitising procedure we need to follow. Your prompt departure is much appreciated. Any late check-outs beyond 10:30 may incur a charge to cover the cost of our housekeeping hourly rate.
CANCELLATIONS
Please check your cancellation policy applied to the room that you booked. As this may vary.
Guests can usually cancel for free until 14 days before arrival, but will be charged 50% of the total Reservation cost if they cancel within 14 days of arrival. If the guest doesn't show up, they will be charged 100% of the total Reservation cost.
If you need to cancel your booking part-way through your stay, then the full balance remains payable. We will always do our best to try and re-sell the room at short notice, but this is not always possible. If we are able to re-sell the room, we will be happy to refund the price per night (based on the number of nights we manage to re-sell from your original booking).
Due the size and independent nature of Cross Lane House, a large proportion of our room bookings tend to be made in advance by those planning holidays and excursions to the area. We will always do what we can, but reletting cancelled bookings may be difficult at a short notice, and for us as a small business, such losses of revenue can be damaging.
Guests are advised to have adequate travel insurance in place to cover any unforeseen eventualities.
NO-SHOWS
If you have booked but do not arrive without having previously cancelled your reservation, your pre-authorised card will be charged in full.
MINI BAR
Two of our rooms are fitted with a mini-bar (Fry and Pluck). Items are individually priced, and will be charged to your room upon check-out. During daily house-keeping we will replenished any items used. Tea and Coffee facilities are provided complimentary.
CONSUMPTION OF OWN ALCOHOL
Only alcohol purchased from the bar can be consumed on site. Guests that wish to consume their own alcohol will be charged a corkage fee of £12.00 per bottle of wine consumed.
We are a small independent business, with a good selection of drinks available to purchase on site.
AFTER HOURS
We are onsite 24/7 - should you require any assistance in the night, you will be given contact details.
ALLERGIES & INTOLERANCES
Should you suffer from any food allergies or intolerances please make our staff know in advance. Our kitchen can accommodate nearly all requirements and we will always do our best to ensure you have something delicious to eat, but it is your responsibility to alert us to any allergies and intolerances. If you have a feather allergy please let us know on booking your room (or at least a day before your stay), so that we can ensure our bedding and pillows are suitable.
VOUCHERS
Our gift vouchers are valid for 12 months from their date of issue and are non-refundable.
Cross Lane House reserve the right to change and/or amend their offering of services, in this case vouchers can still be redeemed for the equivalent value on alternative services. If you have any questions on this please contact the team to discuss.
Voucher holders are responsible for ensuring that they use their voucher by the expiry date. We are unable to extend vouchers beyond the date of expiry.
Vouchers that expired during one of the government ordered lock-downs have been extended by 3 months from the existing expiry date written on your voucher.
CREDIT & DEBIT CHARGES
You authorise us to charge your credit / Debit card for any charges incurred. This includes any damage or removal of property from the rooms, including toiletries.
PAYMENTS
We accept most cards . We do not accept cheques (including travellers cheques) under any circumstances.
PARKING
We have a car park with plenty of space. Please be careful about pulling into or out of the car park, as cars can speed through. We have never had an instance of car theft in our car park but please be aware you are solely responsible for your car and its contents. Please also park with respect to other guests.
Users of our car-park do so at their own risk, the management will not accept any liability for damage, injury or theft caused by your vehicle.
WIFI
There is free wifi in the communal areas of the property (though internet can be slow here). Please use data responsibly so that all guests can benefit from this. We are not responsible for your use of the internet, so please use responsibly! There is usually a member of staff who can help you with IT issues but in this event we are not responsible for any consequential damage to your equipment.
SMOKING
Smoking and vaping is not permitted anywhere inside Cross Lane House. There is a cleaning charge for any guests found to be smoking in their rooms, which may be taken from the credit/ debit card details given during booking. If you would like to smoke, please do so away from the building. A smoking ash-tray is mounted on the wall near the walk-way leading to the toilets and delivery entrance. Or please ask a member of the team for an ashtray. Please respect other guests and diners when smoking - out outside seating / eating areas are no smoking areas, so please avoid smoking here.
KEYS
Keys are to be returned upon check out. Should you mistakenly take a key home, please let us know and send it back to us as soon as possible. Should a key be taken home and not returned within a week we shall replace this key and there could be a charge.
THE GROUNDS
You are very welcome to explore our gardens and grounds - Please take special care when walking near the ancient cobbles – these are listed cobbles and are therefore quite uneven and can become slippery especially when wet or frosty.
CHILDREN
Children must be supervised at all times. This is an old building with many trip hazards especially for small feet.
ROOM SECURITY
We recommend that you keep your bedroom locked when vacant. You are responsible for your possessions during your stay. Many household policies will cover your possessions in the event of an incident, or theft, which we have never had to date.
TOILETRIES
The lovely natural Bramley Products are available in your room in generous full size bottles. This is much nicer and more environmentally friendly then disposable small bottles. These products are available for your use during your stay, but please do not remove from your room or we may charge you for them. They are available to buy and take home with you at the bar, ask a member of the team.
HOUSEKEEPING
Housekeeping is available during your stay (due to Covid-19 this is only upon request). You will find a wooden sign within your room that states 'YES PLEASE' - if you place this on your room door when you go out for the day, our team will get your room freshened up for you.
TOWELS
If you would like to help us to save water please refer to our towel policy below.
A towel hanging up means “I’ll use it again”
A towel left on the floor means “Please replace me”
*Please note that towels will only be replaced on stays longer than 3 nights and when requested.
DOGS
Some of our rooms are dog friendly – however there is a small charge. Whilst we love dogs, some guests do not so we therefore ask you to keep your dog on a lead whilst in the house. Some guests choose to leave dogs in cars - in this circumstance you are solely responsible. Dogs are allowed downstairs in the Bar / Lounge area but not in the dining room. We will provide a dog bed, bowl and poop bags for you. We ask that dogs keep all four paws on the ground - and don't climb on the furniture or beds. By booking with us you agree to pick up any costs for any any damage caused by your dog. It is highly advised that you take out additional travel insurance to cover your pets.
UNRULY GUESTS
Thankfully everyone who stays at Cross Lane House is lovely! But we do ask that you respect your fellow guests (particularly noise wise) and our staff. We have never had cause to do this yet, but in extreme circumstances management does have the sole right to remove unruly guests, with no refund.
NOISE LEVELS
Please be aware we are in an old listed building. So there is some inevitable noise that travels through the walls and ceilings and windows. We have tried to make alterations to mitigate this and we do our best to make sure that this is reasonable (where within our control), particularly early morning and late at night, but there may be some more noise than in, say, a purpose built modern hotel.
DETAILS
Please do not rely on simply sending in an email or leaving message for any requests. We pick up pretty much everything but occasionally will miss something, so please make sure your request is acknowledged by us.