BOOKING TERMS & CONDITIONS

And some other information you might find useful!

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

 

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 3pm. 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 11:00am. Breakfast hours will be extended to allow for a safer service. Should you wish to check out later, please do speak with a member of the team and although we cannot guarantee this is available, we will do our best to accommodate your request.

 

CANCELLATIONS

Please note that during the pandemic, we have relaxed our cancelation policy.

 

Bookings can be cancelled and refunded up to 72 hours prior to arrival, or rearranged for a later date. Should you need to cancel your booking after 72 hour cancellation period due to COVID-19, we can move your booking to an alternative date, however rates may differ between dates. This applies to bookings that are due to take place prior to 1st December 2020. 

We will continue to monitor the current situation and adhere to advice provided by the Government on this as the months unfold. Should we need to extend the suspension on our usual cancellation to after 1st December 2020, we will be sure to notify all bookings that may be affected.

 

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. 

Our standard cancellation charges our outlined below. (not currently in force until after 1st December).

 

11+ days before your arrival date 

the 20% deposit will be retained 

 

8-10 days before your arrival date 

the cost of the first night’s stay will be retained and the remaining amount will be refunded back to your card within 3-4 workings days

 

7 days or less before your arrival date

the full balance of your stay will be retained and is non-refundable

 

**As a reminder and to put you more at ease - we have suspended our usual above cancellation policy to allow for greater flexibility during this pandemic. We would always strongly advise you to ensure that you 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.

OTHER THINGS YOU MIGHT WANT TO KNOW

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. 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.

 

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 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.

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.

 

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.

 

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.

 

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 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.

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Cross Lane House 

Allerford, Exmoor National Park

Somerset

TA24 8HW

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