Terms & conditions

1. AVAILABILITY

The offer of any room is subject to the room being available on receipt of deposit.

2. DEPOSIT

The deposit required to secure a booking is one night of your stay.

3. PAYMENT

Account balances must be paid by credit, debit, switch cards or cash.

Please note on arrival a pre authorization will be taken for the full amount of your stay plus an additional £50.00 per night to cover any additional spenditure during your stay. A pre authorization secures funds for full payment to be taken on departure. Should you not wish to provide a preauthorization full payment will be requested on arrival. All outstanding balances not paid on departure will be automatically charged to your credit card. No personal or company cheques are accepted. In certain circumstances payment may be required in full at time of making the booking. You will be made aware of this before you book and any payment is taken.

4. ADULTS ONLY

Please note that the Fistral Beach Hotel and Spa is adults only. No children under the age of 18 are able to stay in the hotel or use the facilities.

5. CAR PARKING

At busiest times, our car parking is limited, however free on road parking is available directly in front of the hotel. A number of parking spaces can be reserved with Reception at a cost of £15 per day. To make sure our car park stays exclusively for the use of hotel residents and members we have a smart park system in place, on arrival at the hotel please register your vehicle registration otherwise automatic fines will be issued. Although every reasonable care is taken the Hotel cannot take any responsibility regarding guests’ cars. We have EV charging in the car park for our EV drivers. This is charged at 55p per KwH. There is a £5 per hour idle fee if your vehicle is left plugged in once fully charged.

6. PETS

Please note, we do not allow pets in the hotel.

The Equality Act 2010 requires that disabled people have the same rights to services such as accommodation, restaurants, and bars. Also we recognise that reasonable adjustments will be made in order to avoid discrimination against disabled people.

These reasonable adjustments will include and range from creating wheelchair access routes to modifying a “no dogs policy” so that a disabled person may be accompanied by their service or assistance dog.

We also understand that not all service or assistance dogs will carry charity registration papers by Assistance Dogs Uk (ADUK) as they may be self-trained.

In order to protect our guests and staff from dogs that are not trained to the required standards under the law, we will expect that the assistance dog will, as stated by The Equality and Human Rights Commission:

• Be highly trained.
• Will not wander freely around the premises.
• Will sit or lie quietly on the floor next to its owner.
• Are trained to go to the toilet on command and so are unlikely to foul in a public place.
• Be recognisable by the harness or identifying dog jacket, although not in all cases.

We recognise that all disabilities are not visible. While we recognise the positive impact an emotional support animal (ESA) has on its owner, however we also have a duty of care to our guests and staff.

As ESAs are not always trained to the required safety standards of an assistance/ service dog, we are afraid we do not allow them on the premises.

7. DELIVERIES

We will accept deliveries of parcels on behalf of our guests if given prior notice however we will not be held liable for the safety of the parcel.

8. V.A.T.

VAT is included in all prices.

9. TOWELS

Guests are requested to bring their own towels for the beach. Towels are provided for in-room use. They are also provided in Fistral Spa for use in our leisure facilities.

10. MEALS AND REFRESHMENTS

Sample menus are available on request. Meal times are subject to occasional variation and during out busiest times there may be a wait for a table.

11. SERVICE CHARGES

A discretionary 10% service charge is applied to bills in The Dune Restaurant and Bay Bar. No other service charges are applied as we believe this should always be at the guest’s discretion. Please note that the Hotel does not retain any service charges, all monies are paid directly to the staff.

12. ALLOWANCES

No allowances can be made for rooms not being occupied for the full period of the booking or for meals or any other supplements not taken.

13. VALUABLES

The proprietor cannot be held responsible for cash or valuables unless they are deposited in the Hotel Reception and a receipt obtained.

14. FIRE SAFETY

The Hotel is up to date with its fire precautions and has been granted a fire certificate.

15. ARRIVALS AND DEPARTURES

Bookings commence at 3:00pm on day of arrival and rooms need to be vacated by 11:00am on departure day. Guests are welcome to use the hotel facilities all day on both arrival and departure day. Priority check-in and late check-out may be arranged at an extra charge.

16. VARIATIONS

The Management reserves the right to vary the entertainment or amenities on offer if necessary.

17. DDA

Please advise us of any access needs that you have in order that we can provide the appropriate service.

18. SPECIAL OFFERS

Special offers cannot be used in conjunction with any other offer, and if conditions are not met the standard tariff will apply. Offers are only valid on new bookings made directly with the hotel. Selected dates may not be available for special offers.

19. BEHAVIOUR

Behaviour of guests and their visitors should not be excessive or rowdy, and must not cause embarrassment to fellow guests. We reserve the right to recover any compensation payment as a result of your actions, or a member of your party or visiting friends. This includes damage to hotel buildings, fixtures and fittings.

20. LOYALTY CLUB
Our new Loyalty Points Club is replacing the Loyalty Credit Scheme as of Saturday 20th April 2019. All existing bookings with loyalty credit will be fulfilled with that offer however points will not be earned on stay.

21. GROUP BOOKINGS

Please inform us before arrival if you are travelling in a group of six of more. We reserve the right to refuse unauthorised groups. Large groups may be required to provide an additional deposit at check-in, returnable on departure if unaffected. Should there be any inappropriate behaviour by the group after check-in we reserve the right to discontinue the reservation without refund.

22. FISTRAL SPA

Please see separate terms and conditions for use of Fistral Spa here. Prices and content of Fistral Spa brochure/price lists are correct at the time of printing.

23. SMOKING

Please note The Fistral Beach Hotel and Spa is non-smoking throughout.

24. REFURBISHMENT

The hotel continually strives to improve levels of comfort and the quality of services in all areas. Should any refurbishment works be underway, we always try to minimize the impact of this during your stay. We endeavour to keep all hotel and spa facilities operating during our opening hours but such facilities may be closed for private events, cleaning, decoration, repairs or any other reason beyond our control. Whilst we endeavour to minimise disruption to guests we have no liability to guests in respect of this.

25. PHOTOGRAPHY, PRESS AND MEDIA

We reserve the right to maintain copyright of any photographs taken within our property. All photography or filming must be pre-authorised by a Manager of Fistral Beach Hotel and Spa. Fistral Beach Hotel and Spa does not permit press or blog reviews by members of the press, guests or members of the public without prior consent.

26. CCTV

In the public areas and some staff areas CCTV is in operation and video recordings may be made. This activity is carried out for security for all our guests and staff.

27. FORCE MAJEURE

Fistral Beach Hotel and Spa cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your stay) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, epidemic and all similar situations beyond our control.

28. GENERAL INFORMATION
Although every effort has been made to ensure the accuracy of the information set out on our websites and marketing campaigns, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites or email campaigns or otherwise at any time. By signing up to our newsletter you are agreeing for Fistral Beach Hotel and hotels within the Philema Group including our premium skincare brand GAIA to contact you. You can unsubscribe at any time.

All details are correct at time of going to print, however may be subject to change from time to time.

For the avoidance of doubt, nothing in these terms and conditions shall operate to attempt to exclude or limit Fistral Beach Hotels liability for the death or personal injury of any person caused by the negligence of Fistral Beach Hotel or its employees, servants or agents or to attempt to exclude or limit Fistral Beach Hotels liability in any manner which would be unlawful.

29. Large Table Reservations

For parties of 8 or more guest we require a £10 per per person deposit. If you cancel you table more than 48 hours in advance this deposit will be returned. If less than 48 hours notice is given or in the case of a no show the deposit is non refundable

COMMENTS & COMPLAINTS

As a valued guest we wish to ensure you enjoy your stay with us, to help us with this please complete a feedback form at the end of your stay, we monitor these forms daily and take appropriate action to reward any positive feedback and resolve any negative comments.

However, if there is anything that you are unhappy about please inform us so that we can deal with it as early as possible. This should in the first instance be made to the hotels duty manager at the time of your stay so that we can attempt to resolve it immediately in the interests of all parties

We ask for a reasonable time to resolve a complaint before a refund is issued. If you wish to contact a Director regarding your stay, please email laura@philema.co.uk 

These terms and conditions shall be subject to the laws of the jurisdiction in which the hotel for which you make your booking is situated.

Terms of Cancellation:

In the unfortunate instance that a booking needs to be cancelled, the following policy applies:

• For any cancellations, an admin fee of £25 is applicable for all room cancellations.
• If a booking is cancelled over 14 days before the arrival date the deposit will be returned, and a £25 admin fee will be charged.
• If a booking is cancelled less than 14 days before the arrival date the deposit amount and a £25 admin fee will be charged in addition.
• In the case of cancellation on the day or no-show, the full booking cost will be charged.
• All cancellations must be received in writing reservations@fistralbeachhotel.co.uk

Advanced Purchase:

• Our Advance Purchase Rate requires payment in full at the time of booking and is non-refundable and non-amendable.

Christmas & New Year Bookings have a separate cancellation policy:

• The deposit amount is the total of one night's stay and full payment is due 7 days before arrival.
• For any cancellations, an admin fee of £25 is applicable for all room cancellations.
• If a booking is cancelled over 4 weeks before the arrival date the total cost of stay is refundable however a £25 admin fee will be charged.
• If a booking is cancelled less than 4 weeks before the arrival date the deposit will be forfeited, and a £25 admin fee will be charged.
• If the booking is cancelled less than 7 days before arrival or in the case of a no-show 100% of the booking’s value will be charged and a £25 admin fee will be charged in addition.
• Please note all cancellations requests must be received in writing: email here.

Cancellation Insurance: We strongly recommend that you seek holiday cancellation insurance from a reputable provider in order to cover any loss of deposit or incurred cancellation fees.

REGISTRATION NAME
The Bay Hotel (Newquay) Ltd

PLACE OF REGISTRATION
United Kingdom

REGISTERED OFFICE ADDRESS
Lowin House, Tregolls Road, Truro, TR1 2NA

REGISTERED NUMBER
4457872