GENERAL TERMS & CONDITIONS
THIRD-PARTY BEDROOM RESERVATIONS
If you have booked a stay via a third-party website such as Booking.com, Airbnb, and you would like to make a change then please contact them directly in the first instance.
For the latest UK Government advice, visit:
If you have an urgent query whilst the resort is closed, please email one of the following:
For general enquiries
For all hotel, restaurant, and event enquiries
For all weddings enquiries
For sales enquiries
For career information
For press and social media enquiries
For Spa bookings and treatment enquiries
For spa bookings and treatment information
Please note that only the above list of email inboxes are being monitored and we will aim to come back to your query within 3 working days.
For the safety of our guests and team and for a smoother guest experience, we are a cashless business.
GUEST CHECK-IN AND CHECK OUT
Check-in is from 3:00pm until 9:00pm and departure time is from 8:00am until 10:00am at the latest. The credit/debit card used for booking is required at check-in. Please note that check-in will not be permitted without a valid credit card or debit card. On arrival, all guests will be required to provide a valid credit card or debit card to guarantee room payment (if not prepaid) as well as extras/incidentals. This card will be utilised to administer a pre-authorisation charge of £50 per person per night, plus the value of any outstanding accommodation for the duration of your visit. Occasionally, we may be able to accommodate an earlier check-in, but this is subject to availability on the day and cannot be assured in advance. Late departures are by prior arrangement, subject to availability and may attract an additional premium. Guests wishing to drop off their luggage before their room is ready may do so. We cannot however always commit to storing guests’ luggage beyond their day of departure. Early check-in and late check-out: Both early check-in and late check-out can be purchased when booking through our website and via reception for an additional rate.
Bedroom & Lodge cancellation policy: Please ask Reservations for specific details at the time of booking. In the event of a late cancellation or a non-arrival, the full value of your booking will be charged including any pre-booked packages and extras.
On arrival, all guests will be required to fully prepay for any outstanding accommodation or packages by credit or debit card. If using a credit card, it will be utilised to administer a pre-authorisation charge of £1.00. Please note although the card is not fully charged at this stage the authorised monies will be held against the likely purchase. If extras exceed £350 then the card held will be charged prior to departure. If using a debit card, then payment will be taken in advance to cover extras and any unused amount refunded on departure. The final form of payment for extras/incidentals may be changed on departure if you wish however it should be noted that if you fail to complete your transaction at the point of departure with the same card utilised at check-in it may take up to 20 days for the monies to be released back to your account. Personal credit limits are the responsibility of the credit card holder and we do not take responsibility for any charges incurred as a result of any breach in these limits regardless of the length of time charges are held. Please be aware that the card in which payment was taken will be required at the resort on check-in, if this is not possible then a 3rd party form will be required before the guest’s arrival.
Wi-Fi: Wi-Fi is available throughout the resort including bedrooms, shepherd huts, the garden room, restaurant(s), bar, lounges, conference/meeting rooms and public areas. On arrival, the reception team will provide our guests with a complimentary Wi-Fi code.
Please arrive at least 15 minutes prior to your appointment to allow time for the consultation process. Late arrival will result in a loss of treatment time. All treatments to be paid for in full at the time of booking, cancellation policy of 48 hours. If cancelled outside this time, all monies will be refunded within 10 working days. Please call the Spa within 24 hours of booking to pay for your treatment. The Spa reserves the right to cancel treatments if payment is not received in advance. Spa Days booked via 3rd parties are to be paid in full at the time of booking and are non-refundable or non-transferable if cancelled. Please inform us of any allergies, injuries, or medical concerns that the spa should be aware of prior to your arrival. Robes and towels will be provided.
JUNIOR GUEST POLICY
The following policy applies to all areas of the resort, all employees, and guests either resident or non-resident. This policy is being implemented to ensure that Lemore Estate is demonstrating due diligence in achieving part 4 of the Licensing objectives; “the protection of children from harm” as stated in the Licensing Act 2003.
Children under the age of 16 are always to be accompanied by an adult in our licensed venues.
For the purpose of this policy, the definition of accompanied is to chaperone and continually supervise from a close distance. For example: sitting at a table with them.
After 9:00 pm, the Duty Manager reserves the right to ask children to vacate the public bars if this is deemed appropriate to the business. If there are children behaving in a particular manner and affecting the experience of our other guests, the Duty Manager may decide to exercise this right.
During peak family times, where a family games room is open, children must always still be accompanied in this venue.
Children under the age of 16 years old are not permitted in any of our licensed venues after midnight even when accompanied by an adult (save when attending a private function).
At no time are children allowed to sit or stand at the bar unless the accompanying adult is waiting to be served.
Home Alone – No child residents under the age of 16 should be left alone in your family bedroom. Your children remain the sole responsibility of you as guardian or parent.
We do not offer a babysitting service at this current time.
Lemore Estate may provide a separate private dining area for groups. We ask that noise in the restaurants be kept to a minimum for the comfort of all our guests. Leisure packages that include dinner may be subject to change dependent on availability, should this be the case an alternative will be offered on arrival.
We would respectfully ask that you are ready to be seated at the time of your reservation. Should you arrive after your booking time, we may need to hold you back to a later time to ensure the best possible level of service to all our guests. It is essential that we are notified of any specific dietary requirements prior to your visit to ensure that we can cater for you appropriately. If you have not informed us at the point of booking, please contact the restaurant to discuss your requirements with a member of our team. Please be advised that during busy periods the tables may be required more than once during service, however, we do allow tables at least two hours.
The clients shall be responsible for the orderly conduct of its delegates and shall ensure that its delegates have regard to any regulations imposed by any competent authority and that nothing shall be done which will constitute a breach of the law. The client shall fully indemnify the resort against any claims, or loss or damage arising as a result of a breach of this clause. Prior written approval must be obtained if you wish to fix items on the walls, floors, or ceilings. The resort will hold the client responsible for any damage caused through negligence by the client, the client’s guests, or the client’s contractors. An inspection of the premises before and after the event may be requested by contacting the Duty Manager. Where any facilities or services are booked, the resort will not be liable to make any refunds should the delegates fail or refuse to use them for whatever reason and full payment must be made. Where the resort is requested to book facilities and/or services on behalf of its clients or their delegates with third parties, it will do so in good faith but cannot be held liable should the standard of those services prove deficient, nor for the acts or omissions of such third parties. Only food and beverage purchased from the resort may be consumed on the premises. If food or beverages are brought into the resort for consumption, a charge will be made equal to the resort selling price for that or an equivalent product, which shall be in the absolute determination of the resort. Bedrooms and meeting room space is offered to the client for their exclusive use and for their affiliates and is not for resale to non-affiliated parties unless by prior arrangement with the resort. The event must start and finish at the times specified on the contract. Changes to the times must be agreed upon with the resort. It is strongly recommended that you take out event insurance. Please contact your preferred broker. Unnamed bedroom allocations for weddings are released 4 weeks prior to the event start date.
LEISURE AND CELEBRATION GROUPS
Our contract and agreement with you. This information is provided so that you have an accurate idea of the services that we offer and the terms under which we operate. Please feel free to contact the Duty Manager if you require further information or clarification.
Group Leader: The person named in all correspondence will become known as "The Group Leader". He/she will remain as group leader until the stay is completed. The group leader will be our point of contact at all times and will be granted authority to deal with us on behalf of every member of the relevant group. The group leader accepts full responsibility for his/her group, and he/she should ensure all members of his/her party adhere to the terms and conditions at all times.
Dress Code/Noise: Lemore Estate will not permit any strip-o-grams or any other forms of live entertainment, whatsoever. The resort will also not permit the group to bring, wear or use props, inflatable items, printed t-shirts, fancy dress, etc. Dining tables etc. will not be permitted to be dressed with any items such as balloons, table decorations or anything that will cause offence to other diners. We reserve the right to remove such items and will return them on departure.
Code of conduct: Lemore Estate places great emphasis on providing a pleasant and safe environment for its guests and staff. As such, we reserve the right to ask any guest who is abusive, threatening, or offensive to our guests or staff to leave the resort immediately and will incur any relevant early departure charges. Reasons for summary eviction include drunken behaviour, unreasonable demands, foul language, racist comments, suspected theft from the company or other guests, trespass in staff-only areas, wilful avoidance of agreed charges, and suspected use of illegal substances - although this list is not exhaustive. All our public areas are covered by CCTV and a 24-hour Management Team.
Damages/Misdemeanours: We reserve the right to invoice our guests for damage or negligent soiling caused to any parts of our premises; accidental or otherwise. Failing to tell us about damage to our property may result in higher-than-expected maintenance or cleaning charges due to delayed intervention.
Food and drink: Only food and drink purchased from the resort may be consumed on the premises. If food or beverages are brought into the resort for consumption, a charge will be made equal to the resort's selling price for that or an equivalent product, which shall be in the absolute determination of the resort. The Duty Manager may also confiscate food or beverage and return it to you on your day of departure.
Alcohol: Lemore Estate operates a responsible drinking policy. In order to ensure the safety and well-being of our guests and staff, we cannot allow guests to bring their own alcohol for consumption on the premises. We reserve the right to confiscate any alcohol brought onto the premises.
Smoking: All areas of the resort are strictly non-smoking. Outside areas are provided for your comfort. Please do not smoke in the resort or your bedroom. It is usual for us to charge guests an extra night’s accommodation if we feel we cannot re-let a room which smells of smoke after their departure. Please note that we do not allow electronic cigarettes to be used inside or on the property, including bedrooms.
Non-Residents/Late Bar: Resort guests may bring one non-resident into the resort at the discretion of the Duty Manager/Night Team. We reserve the right to refuse service on the grounds of intoxication or behaviour at any time.
The safety of our guests and team members is incredibly important to us, and in the current climate we are carrying out even more rigorous cleaning regimes across the resort to make sure that your stay with us is safe and enjoyable. We aim to make your stay as comfortable as possible but understand that some of these measures will make things slightly different from what you would usually expect.
Here is some of what we are doing to keep you and our teams safe:
We are minimising contact when you check in by having everything you need in one envelope ready for you to collect on arrival. As you enter the Manor House to check in you will see sanitising stations at the entrance and around the resort.
Unlike some of the larger hotel chains, we directly employ all our housekeeping teams, helping us to ensure that they are delivering the necessary levels of hygiene and cleanliness. All cleaning and disinfecting in your room is done using industrially recognised chemicals, we are paying special attention to door handles, desks and other key contact points throughout your bedroom.
All our linen is laundered off-site using an industrial laundry service that washes at over 60’c using disinfectant detergent so that you can enjoy both a comfortable and safe night’s sleep. We have removed any extra pillows from your room but if you need anything extra please let us know.
Our Public Areas
We have laid out our lounges, restaurants, bars, and garden seating areas to enable social distancing, with sanitising stations throughout the resort. All our team complete a health questionnaire before starting work, as well as the recording of the temperature and will wash their hands every 20 minutes. We have also set up the ability to order your food and drink online, as well as being able to order it for delivery to your bedroom.
Protective Equipment for our Teams
We have provided our team with protective equipment including face masks, visors, disposable gloves, disposable aprons, and hand sanitiser. Whilst there is no government guidance on the need to wear these in a hotel setting, all our teams have been provided with these empowering them with choice in what to use.
When it is time to say goodbye, simply pop your key over to a member of the team and they will complete your credit card transaction and email you your receipt.
Hot-Tub Spa Safety
For your own personal safety please follow these guidelines:
1. When lighting, opening the door and replenishing logs to the wood-burning stove, please ensure you use the PPE (heatproof gloves) provided.
2. The hot tub stove is designed for heating with wood. Use of any other materials such as coal can damage the stove and present a danger of fire.
3. Avoid lighting the fire with paper. The ashes can come out through the flue and then fall into the hot tub.
4. When heating, the hot tub must always be filled with water, at a minimum level of 10 centimetres above the upper stove circulation opening, see line marking fill point. If the water level is any lower, there is a risk of causing the stove to overheat which presents a danger of fire.
5. Never leave the hot tub unattended when it is filled with water. If you must leave the hot tub, ensure that the fire has been extinguished and the hot tub
is secured with the hot tub cover. If you do not have a hot tub cover, ensure the hot tub is completely empty of water.
6. When heating the hot tub does not touch or get too close to the stove and the flu can become extremely hot.
7. Always keep the certified fire extinguisher next to the hot tub.
8. Children should not go near the hot tub without adult supervision and should never be left it unattended in or near the hot tub.
9. Please shower before use. Sunscreen, skin lotion and similar products should not find their way into the hot tub.
10. Always enter and exit the hot tub slowly as the plastic surface of the VAT may be slippy.
11. Never jump in the hot tub or subject it to other unintended loads, this may cause personal injury as well as damage to the hot tub.
12. To prevent dehydration and or heat-related illness when using the hot tub, keep the bathing water below 39 Degrees Celsius and drink water regularly. Always check the bathing water temperature with your hand before entering.
13. Pregnant women, infants and anyone with health conditions requiring medical care should consult a doctor before using the hot tub.
14. The hot tub should not be used under the influence of alcohol, narcotics, drugs and or medication.
15. The hot tub is designed for an intended maximum of four persons. A group exceeding this limit may cause personal injury and or damage to the hot tub.
16. When heating, the stove door and flow can reach very high temperatures. Please be careful when children are close by.
17. The hot tub should not be used in adverse weather conditions.
18. The businesses of Lemore Estate reserve the right to charge for any damages caused by misuse or neglect rendering damage to any of the company assets.
Adjusting the temperature
1. The recommended water temperature for the hot tub is 39 degrees Celsius. When the bathing water is two or three degrees from the desired temperature, reducing the airflow using the draught damper and add a small amount of wood. The temperature will rise just a few degrees before stabilising.
2. The hot tub does not have any thermostatic control. If the water is already too hot, the only way of reducing temperature is to add cold water via the hose provided.
Heating whilst bathing
1. Close the draft damper. This slows the burning and reduces its intensity. The temperature of the bathing water will slowly rise by only a few degrees or remain constant, depending on the amount of wood in the stove. If the water is already too hot, the only way of reducing temperature is to add cold water via the hose provided.
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