Accommodation Terms and Conditions

These are the terms and conditions that apply when you reserve a room at a Highfield using any one of our digital and physical channels (such as our website, agent websites, in person).

You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.

 We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.

When booking through external agents this policy overrides all other terms and conditions

 

BOOKING TIPS & FAQ

  • Your booking confirmation number confirms your booking with HIGHFIELD.

  • To make a reservation we require card details. Your card will be charged on arrival unless you are making an advance reservation in which case your card will be charged when booking.

  • All our Standard room rates and Packages are based on two people sharing.

  • Our Corporate Single Rates are based on single occupancy only.

  • If you are looking for a family room or a dog-friendly room please ring us on 01377 256231 or send an email to enquiries@thehighfieldhouse.com so that we can book the most appropriate room for you.

  • We charge an additional £20 per dog (maximum 2) per night. 

  • We allow children to share your room, however this is more comfortable in particular rooms so please call or email for more information. Please also see Occupancy terms.

  • We charge an additional £12.50 per travel cot, inclusive of linen and towels.

  • We charge an additional £30 per camp bed, inclusive of linen and towels.

  • Children sharing a room will incur breakfast charges additionally at the restaurant rates.

  • All bookings include an A la Carte Breakfast per person which is served from 8.15am – 11am in our lounge or restaurant.

  • If you would like breakfast in bed this can be arrange at an additional charge of £10 per person.

  • Check-in is from 15:00hrs and Check-out from 11:00hrs.

  • Late check out until 13.00hrs can be arranged for an addition charge of £60 per room, this must be confirmed and agreed with the Host upon arrival.  

  • If you think you’re likely to arrive after 11pm, please let us know in advance.

  • Rooms must be vacated by 11am on the day of departure. Failure to leave your room by this time may result in a late check-out charge of up to one night's additional accommodation charge.

  • Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport, driving licence, ID card or police warrant card.

    Bike storage is available free of charge within our external bike rack. Or Bikes can be stowed in our lockable shed for an additional charge of £5 per bike.

  • You must be 18 or over to make a booking.

 

PAYMENTS AND BALANCES

At the time of booking, a 20% non-refundable deposit is required to secure your reservation. This deposit will be charged to the card provided during the booking process and is non-refundable under any circumstances.

The remaining balance is payable in full upon check-in. You agree to settle all outstanding balances for bookings, products, or services confirmed via our site or arranged directly with The Highfield.

By confirming your booking, you authorise us to charge the credit or debit card provided for any outstanding payments, including additional charges incurred during your stay. If you wish to pay the balance with a different card or by alternative means, please inform The Highfield at the time of check-in.

Failure to pay any outstanding balances as required may result in cancellation of your reservation and/or additional charges in accordance with our cancellation and cancellation-related policies.

CANCELLATION POLICY

Deposit and Payment Terms

All bookings require a 20% non-refundable deposit payable at the time of booking to secure your reservation. The remaining balance is due in full upon check-in. If payment is not received as outlined, we reserve the right to cancel the reservation in accordance with our right to cancel policy (see below).

Your Right to Cancel

Standard Room Bookings

Standard room bookings may be cancelled before midnight UK time three days prior to the arrival date (e.g. for a stay arriving on Saturday, you can cancel until 11:59pm UK time on the Tuesday prior).
If you cancel within the cancellation period:

  • The 20% deposit remains non-refundable.

  • Any additional amount paid beyond the deposit will usually be refunded to the original payment method on the next working day, though it may take several days to appear in your account.

  • A cancellation reference will be provided, which you should retain as proof of cancellation.

After this cancellation period, the entire reservation becomes fully non-refundable, including room cost, any associated meals and/or additional extras. This cancellation charge is to compensate the hotel for the late cancellation and is not for any service.

Bookings amended within 3 days of arrival are considered outside of the cancellation period and remain fully non-refundable, regardless of any changes made to the dates or details of the booking.

Amendments to bookings outside of the cancellation period may be permitted up until 1pm UK time the day before arrival, subject to the following conditions:

  • (i) The amended booking is on a like-for-like basis (same rate type, same hotel, same number and type of rooms, and same stay duration);

  • (ii) The first night of the amended stay occurs within one week of the original arrival date (subject to availability);

  • (iii) Any further amendments also fall within one week of the original arrival date;

  • (iv) If the total value of the new stay is less than the original booking, the difference is forfeited;

  • (v) If the new total is higher, the additional balance is payable and must be paid in full at the time of amendment.

Advance Group Rate Room Bookings

Group bookings may be cancelled before midnight UK time 28 days prior to the arrival date (e.g. for a stay arriving on Saturday, you can cancel until 11:59pm UK time on the Friday four weeks before).

If cancelled within this period:

  • The 20% deposit remains non-refundable.

  • Any additional payment will be refunded as described above.

After this period, the entire booking becomes fully non-refundable, including any extras. Amendments within 28 days of arrival are treated as cancellations and are not refundable, even if the amended stay date is outside of the 28-day window.

Bookings may be amended outside of the 28-day cancellation period up until 1pm UK time on the day of arrival under the same five conditions listed for standard bookings above.

Non-Refundable Room Bookings

Bookings made under a non-refundable rate may not be cancelled or amended for any reason. This includes the room, meals, or any other extras (including no-shows). The total charge is to compensate the hotel and is not for any service.

We strongly recommend purchasing travel insurance to cover any unforeseen need to cancel.

Please note: You are not entitled to cancel or withdraw from your reservation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Our Right to Cancel

Your Breach

We reserve the right to cancel your reservation at any time with immediate effect, by written notice (including email), if:

  • you fail to pay when required;

  • you breach any term of the contract between us;

  • or you have previously breached our terms.

If we cancel your reservation for a reason attributable to you, any payment already made will be deemed a cancellation charge and will not be refunded.

Events Outside Our Control

In circumstances beyond our control (e.g. industrial action, fire, flooding, outbreak of disease, safety issues, utility failure or emergency evacuation), we may be unable to honour your booking. In such cases:

  • If you have already paid, we will refund the full amount paid.

  • If you have not paid, no payment will be due.

We will not be liable for any other losses or delays arising from such circumstances. This does not affect your statutory rights.