Terms and Conditions and Other Useful Information
First and foremost, we are most interested in looking after every single one of our guests and customers as best we can. The following is the boring but necessary ‘small print’ as a condition of booking or staying with us:
Checking in and out: Our rooms are available to check in from 2pm and we ask that on your day of departure you vacate your room by 11am. Should you wish to check out later please ask us. We cannot guarantee this, but will always try our best to accommodate your request.
Pre-payment and Pre-Authorisation:
We do not hold rooms open without pre-payment or pre-authorisation against a valid credit/debit card. We’ll confirm your booking by email once payment or pre-authorisation is successful.
Cancellations and alterations:
Cancelations up to 7 days before your arrival - are charged at 25% of your stay.
Cancelations within 7 days of your arrival - are chargeable at the full stay
We are a small business and unfortunately have to stick rigidly to this cancelation policy, without exception. We require a Debit or Credit card to reserve your room and this would be charged in the event of cancellation. If the card given cannot be charged then you acknowledge that the outstanding amount becomes a debt.
We will always try and re-sell the rooms for last minute bookings,
We aim to be as flexible as possible for changes and amends to your booking during this uncertain time. We have therefore developed a few options.
1) Re-book your stay for a later date within 12 months of your original check-in date (or later dependant on how long the Pandemic goes on for)
2) Transfer the funds you have already paid into vouchers that you can spend on re-booking at a later date, or spend on food / drink behind our bar.
3) As per our standard Cancellation terms, receive a 75% refund of the total stay.
Should you wish to change something about your booking please email or call us and we will try our best to fulfil your wishes.
No-shows: If you have booked but do not arrive and stay with us without having previously cancelled, you will be charged in full as if you had stayed.
After hours: We have a duty manager on-call 24/7 - should you require any assistance in the night, you will be given the details of the duty manager.
Allergies and 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. 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.
Phone signal: The mobile phone signal at Cross Lane House is quite weak, though, it is still possible to make a call on most networks, but not necessarily from everywhere in the building.
Vouchers: Our gift vouchers are valid for 12 months from their date of issue and are non-refundable.
Credit / Debit card 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 although we are in a remote location 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.
Data and 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. Ashtrays can be provided if needed.
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.
Walking around 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.
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.
Toiletry Products: 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.
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.
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: Please be aware we are in an old listed building. So there is some inevitable noise that travels through the walls and ceilings. 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.
Notices to us: 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.