BOOKING TERMS & CONDITIONS

Thank you for choosing to book your holiday with us at Maple Bank Guest House.  Our plan is to make you feel like you are ‘home from home’.

The following terms and conditions apply to your booking. They form the terms of a legally binding contract between you and Maple Bank Guest House.

Price

The price payable includes accommodation and breakfast for the number of nights stated on your booking.

Rates are charge per room, per night.  With a minimum of one person and maximum of two people per room.  We do not charge single person supplements as our price is charged per room.

The room tariff includes one breakfast per person per day and does not cover the cost of any additional items.  The toiletries in your room are complimentary, as well as the mint cream chocolate.  Towels, linen and bath mat are automatically provided.

The only exception is for Room 6.  This room has a double bed and single bed.  If the room is occupied by two adults in the double bed and the single bed is occupied by a child, aged between 5 and 16, then an additional £45 is charged to cover this third person occupancy.

We charge £10 per stay for one or two dogs.  £15 per stay for three dogs.

Parking

Parking is free at Maple Bank Guest House for our guests.  Guests park their cars at their own risk and Maple Bank Guest House does not accept any responsibility for any damage, accident or loss to cars or their contents.

Deposit

We do not ask for a deposit at time of booking.

Confirmation of Booking

Your booking will be completed when we acknowledge receipt of your booking request if the booking is made direct.  Prior to that the booking will only be regarded as provisional.

If you are booking via an OTA, you will receive a booking confirmation directly from the OTA you are booking with, eg Booking.com or Expedia

Booking length of stay

We have a minimum booking of two nights unless otherwise stated online.   This is extended to a minimum of three nights per booking over Easter, the two English May bank holidays and the English August bank holiday.  If you have any queries, then please call us on 017687 78229 or email us on enquiries@maplebank.co.uk and we can talk through your requirements.

Payment

We accept payment by credit or debit card or cash.  We do not accept American Express or Diners Club or cheques.

Payment for any outstanding balance for the cost of your stay will be taken on checking out. Any extras incurred will be payable on departure.

We will keep your card details for a short period until we are satisfied that there have been not been any:

  • Chargeable breakages/damage
  • Breach of no-smoking or pet policy
  • Any extras incurred.

Your card details are held online within the encrypted area of our channel manager Eviivo and is password protected.  The same applies for Booking.com.  Our laptop and mobile devices are all password protected.

Cancellation by a guest

The guest can cancel free of charge until 14 days before arrival. The guest will be charged the total price if they cancel in the 14 days before arrival. If the guest doesn’t show up they will be charged the total price.

Cancellations must be made or confirmed in writing.

It is recommended that you take out travel insurance which provides for cancellation cover, even if you are a UK resident and this is a domestic holiday for you.

Departure earlier than planned

If you choose to depart earlier than your planned check out day - for whatever reason – then we reserve the right to charge the full amount stated in the confirmation

Cancellation by Maple Bank Guest House

In the unlikely event that we are forced to cancel your booking we will attempt to offer you alternative accommodation.  If suitable accommodation is not available then we will refund all monies already paid by you and confirm that you will not be liable for any further payments to us.

Amendment by us

If you have booked a specific room, we will try to ensure that this room is available to you. We do however reserve the right to accommodate you in a different room. If this room is not acceptable, you have the right to treat the booking as being cancelled and we will refund all monies already paid by you and confirm that you will not be liable for any further payments to us.  As part of our post-COVID-19 pandemic cleaning procedures now in place, we are rotating the rooms, to enable a three day block when the room is empty.  This might result in an alternative room being prepared for you.

Arrival and Departure

We do ask that you try to check-in between 5pm and 7pm so we can ensure that someone is here to greet you and take you to your room.  If you wish to check in earlier, please call us on 017687 78229 or email us on enquiries@maplebank.co.uk and we can make arrangements to ensure your wishes are accommodated.  As part of our post-COVID-19 pandemic  protocols now in place, please advice your anticipated arrival time at least 24 hours beforehand, so that we can ensure that no two parties are arriving at the same time, in order to maintain social distancing in the hallway.

Checkout is by 10am.  As part of our post-COVID-19 pandemic cleaning procedures now in place, we do require check-out to be by 10am, in order to ensure that we are able to leave 72 hrs between one guest leaving and the room being cleaned.

Please call us on 017687 78229 or email us on enquiries@maplebank.co.uk and we can plan to ensure your wishes are accommodated.

Breakfast

We have always asked our guests to choose a time for their breakfast - between 8am and 9.30am - so that we can cook each breakfast on arrival into the dining room and concentrate on each table.  As part of our post-COVID-19 pandemic protocols, we will be asking guests to choose their breakfast time for the duration of their stay, as well as being seated at the same table during their stay.

We have always asked our guests to pre-order their breakfast via an order form, and leave in reception by 9pm the night before, in order to help us prep the correct food and manage waste effectively.  We will continue to ask our guests to pre-order their breakfast, including for fresh fruit salad now.  Individual portions of cereal and yoghurts will continue to be used.  Fresh fruit salad will be placed on each table as pre-ordered.

Guests will be asked to use the hand-sanitiser on arrival into the dining room, and again before using the toaster.

Damage and Breakages

We are sure that you will take care whilst you stay with us, and we acknowledge that accidents sometimes happen. We do however reserve the right to charge for any damage or breakages which we consider was deliberately or recklessly caused. You will be notified in writing as soon as is reasonably practicable if the damage is discovered after you depart. We also reserve the right to charge further sums if we are unable to re-let the room as a consequence of the damage.

Complaints Procedure

We aim to ensure that your stay exceeds your expectations and is great in every way.  However should you find any faults or have any complaints, please don't wait until you leave but let us know as soon as possible, to allow us the chance to try to resolve any issues immediately.  We will always do our best to put things right as quickly as possible.  We welcome your feedback and take every step to improve our service and get better every day.

Smoking Policy

We are a No Smoking Establishment. If we find that guests have been smoking in the room, then we reserve the right to ask you to leave immediately. You will remain liable for the whole of the cost of your stay. Whether or not you are asked to leave, we also reserve the right to charge a sum equivalent to one night’s stay if we are unable to re-let the room for 24 hours whilst it is fully aired. You will be notified in writing as soon as is reasonably practicable if evidence of smoking is discovered after you depart.

Pets

We are a dog-friendly bed-and-breakfast but we do expect the owner to be responsible for their dog(s) and respectful of other guests in the Guest House, as well as managing their dogs interactions with other guests’ dog(s) and the owners dog(s) who live at Maple Bank Guest House.

We do not allow dogs into the dining-room during breakfast and ask that you either put your dog in your car during breakfast or securely in your room.  You can do this by bringing your own crates or we have two available that you may use.

We do have some spare dog beds, towels and bowls but ask that you bring with you whatever your dog(s) needs to have an enjoyable and stress-free stay.  Each room has a tray for dog bowls to protect the carpets, and spare fleeces.

We have an enclosed garden at the rear of the house that you are very welcome to use to exercise your dog(s), but you do so at your own risk.  Maple Bank Guest House does not accept any responsibility for any injury to dog(s) or loss of dog should the dog escape the boundaries of the garden.

Please be considerate of other users of the garden and clean up after your pet.  Pooh bags and torches are available in the inner porch by the front door.  Please leave all pooh bags in the green metal dustbin by the fence in the garden.

Please note that you cannot leave your dog unattended in your room – or in your car – for extended periods of time, apart from during breakfast.

We charge £10 per stay for your dog (or two dogs) to cover the extra time in cleaning the rooms.  Any damage incurred by your dog(s) during your stay will be charged for.   We also reserve the right to charge a sum equivalent to one night’s stay for each day we are unable to re-let the room.  It is £15 per stay for three dogs.

Gift Voucher

You’re very welcome to pre-pay for accommodation as a gift.

  1. All vouchers must be requested and paid for by telephone only. Please call 017687 78229 or 07494 219 592.
  2. Each voucher will be numbered and personalised and will be sent as a pdf to the payee. A laminated, printed gift voucher can be sent as well, to the payee, on request.
  3. Each numbered voucher will be logged - with valid to and from dates recorded - at Maple Bank Guest House for accountancy and tax purposes.
  4. Each voucher will be valid for twelve months. All accommodation booked with a voucher must be taken between the start date and end date as stated on the voucher. We will try to accommodate preferred dates where possible, but all bookings are subject to availability.
  5. Each voucher will show how many nights have been pre-paid. For ‘Bed and Breakfast’ only at Maple Bank Guest House, Braithwaite CA12 5RY. Maximum two persons, per room.
  6. Each voucher may include the cost of a dog to stay, and will be shown on each voucher. One or two dogs cost £10 per stay. Three dogs cost £15 to stay. No more than three dogs in room. If a guest arrives with a dog, whose stay has not been pre-paid, then the guest must pay for the dog’s stay on arrival.
  7. All vouchers are non-refundable.
  8. Vouchers can be transferred with written approval from the payee to enquiries@maplebankguesthouse.co.uk and confirmed in writing by return.
  9. Full Terms and Conditions for accommodation apply and are available on https://www.maplebank.co.uk/booking_terms_conditions/
  10. Accommodation must be booked by calling 017687 78229 or 07494 219 592 and quoting relevant voucher number.

COVID-19

Any guest with symptoms on arrival will not be permitted to stay.  Any guest who develops symptoms during their stay will be asked to head home safely to seek professional advice and treatment.

Hand sanitiser is available for guests to use in each bedroom, in the dining room, on each landing and at reception.

If we are required to close the House due to self-isolation requirements, we will attempt to call every guest to cancel their booking, and reschedule it for later in the year.

Drink and our license

We are not licensed.  Guests may bring their own alcohol into the guest house and keep it either in their room or can store in the guest fridge in the dining room at their own risk.  Maple Bank Guest House is not responsible for any loss of guest property in the guest fridge.

Our Liability

We do not accept any liability for damage to your property or injury to you (or other members of your party) whilst on our premises – including in the gardens and car park areas - unless caused by the negligence of us, or our employees.

Data

Any data collected as a result of your booking will be stored in accordance with the provisions of the GDPR legislation. Please see our Privacy and Cookies Policy.

Law

Any dispute between us will be governed by the non-exclusive law of the English Courts.