Terms & Conditions
What are the types of bookings you offer?
The terms and conditions outlined below apply to all bookings
with QHotels whether you make them online at www.QHotels.co.uk or by
telephone or in person.
Booking online with QHotels is quick, easy and completely
secure. You will always be offered our best available rates of the
day and we won't be beaten on any other comparative or partner
website. To support our promise, please see our best available rate guarantee.
Types of rates :
Best Available Rate (BAR):When you book a standard flex rate,
QHotels will ask you for a credit/debit card number to secure your
reservation only. No payment will be taken from your card and you
will pay for your room on departure at the hotel. You can cancel
your flex rate booking up to 12 noon on the day of arrival without
penalty. If you fail to arrive or you cancel your reservation after
12 noon on the day of arrival, you will be charged for your first
The Midland and The Queens are excluded from the DBB
Advanced purchase saver rate:When you book a standard advanced
purchase rate, QHotels will take full prepayment from your
debit/credit card at the time of booking. The advanced purchase
saver rate is non-refundable and cannot be transferred to an
alternative date or name.
Promotional offers, packages and spa breaks:When you book a
promotional package, including seasonal promotions, you will be
asked for full pre-payment unless stated otherwise. When you book a
spa or golf package, you will be asked for a 25% non-refundable
deposit at the time of the booking. The balance is payable at the
hotel on departure or in the event of cancellation or non-arrival.
All promotional packages are non-refundable and non-transferable.
We reserve the right to withdraw any offer at any such
Charging Items to your room
Please carry your charge card with you if you wish to charge any
items to your room during your stay with us. If you have lost or
forgotten your card please contact Reception.
Only alcoholic drinks purchased from the hotel may be
consumed in the hotel. We reserve the right to charge the
appropriate corkage charge where guests bring in their own
We aim to ensure that a First Aider is always available.
If you require any medical attention please contact Reception on 0.
For serious medical emergencies call 9 '999.
Offer based on two guests sharing a standard double or twin
bedroom. Supplements apply for sole occupancy of a double or
twin and any room upgrades. Leisure and spa facilities vary
by site, please check before booking your stay. 60 minute Spa
Ritual includes 50 minutes treatment time and 10 minutes client
care and consultation. 30 minute spa treatments include 25 minutes
treatment time and 5 minutes client care and consultation.Please
note majority of our health clubs have children's splash times in
the swimming pool. Please check before you arrive.
If you have booked a spa break with us, we ask that you arrive 15
- 20 minutes before your scheduled treatment time, so you can
complete our consultation form and begin your relaxation
experience. If you have any pre-existing physical or medical
condition's including pregnancy, please let our spa teams or
booking agents know at the time of booking.
Breakaway Club members: A non-refundable 25% deposit is required
to secure Breakaway Club packages (except on the Sunday Escape deal
or any other promotional package when full prepayment is required
-details below); the balance is payable on check out. You are
allowed to cancel your booking up to 12noon on the day, however you
will lose the 25% deposit paid. If you fail to arrive or you cancel
your reservation after 12 noon on the day of arrival, you will be
charged for your first night's accommodation (minus your 25%
deposit). Please note that Breakaway Club payment terms are only
applicable on Breakaway Club offers and other promotional package
offers i.e. attraction breaks. If you book on a fully pre-payable
advanced purchase saver rate then these breaks will be
non-refundable. On a flexible rate, you have until 12 noon on the
day of arrival to cancel your stay.
When you arrive at the hotel, all reservations will require a
pre-authorisation with a credit card or cash deposit to cover any
extras during your stay. All incidentals should be settled prior to
departure. QHotels accept payments by American Express, MasterCard,
Visa, Maestro, Cash and from QHotels gift cards.
You should leave by 11am on the day of departure. Late check-out
may be available on request, simply ask at reception and we'll
notify you of any additional charges.
If you have a gift card that you would like to use against your
forthcoming stay, please call to make your booking on 0845 0345
777, see below for our opening times.
What if I need to change my booking;
Bookings should be cancelled by calling 0845 0345 777 - see
below for office hours. Please note calls to our 0845 numbers
will cost 2p per minute plus your telephone company's access
charge. Bookings made through any
other third party site should be cancelled directly with them but
please remember you can always find QHotels best available rate
when booking directly at www.QHotels.co.uk. Flex rate
bookings can be cancelled up to 12noon on the day of arrival to
receive a full refund. Later cancellations or no-shows will be
charged at full room rate or the first night's accommodation.
Please note that for advanced purchase
or any promotional offers, the full amount is taken at the time of
booking. This rate is non refundable and non transferrable.
We are unable to accept Maestro cards as form of guarantee. Upon
failure to settle the account on departure, charges will be applied
to the guests credit card. VAT is included in the displayed
rate unless otherwise stated. Advanced purchase saver rates and
promotional packages can be cancelled but you will still be charged
the full amount for the entire cost of your stay. Where necessary,
we advise you take out suitable travel insurance.
Bookings for groups in excess of 9
rooms will be given their own specific terms and conditions which
will be detailed on your booking.
Office opening hours are:
Monday - Thursday 8.00am-9.00pm
Friday - 8.00am-8.00pm
Saturday - 9.00am-5.00pm
Sunday - 10.00am-5.00pm
Please note that calls will
be charged at local rate from BT
landlines. Other networks may be higher and from mobiles
considerably more. Please note calls to our
0845 numbers will cost 2p per minute plus your telephone company's
By providing your
postal and/or email address you are granting QHotels permission to
contact you with newsletters, offers and information that we think
is of interest to you. If you would like to unsubscribe from
our mailing list please contact customer-relations@QHotels.co.uk
What are your check-in and check-out
Check-in times at all our hotels are
from 3pm. You should leave by 11am on the day of departure.
Late check-out may be available on request, simply ask at reception
and we'll notify you of any additional charges.
Do you allow children at the
QHotels welcome families and smaller guests will all receive a
free children's activity pack when they arrive at their hotel.
Up to two children aged 16 and under can stay for free when
sharing a standard bedroom with at least one full paying adult. At
our extra family friendly hotels (Tankersley Manor, The Park Royal,
Chesford Grange, Forest Pines Hotel & Golf Resort, Stratford
Manor, Hellidon Lakes Golf & Spa Hotel, Telford Hotel &
Golf Resort, The Hampshire Court Hotel, Ashford International Hotel
& Belton Woods). If you children, aged 16 and under, stay in
their own room, they will be charged at 50% of the full adult
non-promotional best available rate at the time of booking. At all
other hotels: If your children, aged 16 and under, stay in their
own room, they will be charged at the full adult non-promotional
best available rate at the time of booking.
Upgrade charges will apply if you need a larger bedroom to
accommodate your family. When sharing a bedroom with your children,
your room could include a foldaway bed, and not all hotels have
cots available, so please ensure that you ask at the time of
Children aged 0 - 4 can stay and eat for free at QHotels.
Children aged 5 - 12 years will be charged £5 per child for
breakfast and children aged 13 - 16 years will be charged £7.50 per
child for breakfast. All other meals are chargeable as taken;
children's dinner menus include small and large portion sizes to
cater for children of all ages.
Christmas and New Year residential packages are subject to
different terms and conditions, which are available on request.
Children aged 16 and under are welcome to use the swimming pool
at the hotel during their stay as long as they are accompanied by
an adult. Please note, some hotels will have designated family
swimming times, please ask when you book or arrive at the hotel.
For health and safety reasons, children are unable to use the gym,
sauna, steam room or whirlpool, where available.
If you need a babysitter during your stay, QHotels has partnered
with Safehands UK, a national provider of babysitting and mobile
crèche services with fully vetted and checked babysitters. You
should make all your arrangements for a child minder direct with
Safehands by calling them on 0844 844 6688. They will require 48
hours notice. QHotels are not the provider of this service and
cannot take any responsibility for the act of any babysitter
employed by you. All contracts must be worked out between yourself
and Safe hands.
QHotels has a minimum age requirement of 16 years old for
booking a hotel room. Normal credit facilities apply.
Do you allow dogs in the hotels
22 QHotels welcome dogs; we have a couple
of exceptions where only guide dogs are welcome. These hotels
- The Midland
- The Stratford
- Belton Woods
- Mottram Hall
- The Oxford Belfry
We do have a couple of small conditions
for bringing your dog to one of our hotels as follows:
- A fee of £20 per dog per night is charged for your pet to stay.
However the pet owner/guardian may be responsible for any
additional cost to the sum of £50 for deep-cleaning, repair and
replacement of damaged facilities should these be required.
- A maximum of two small dogs or one large dog is allowed in your
- Guide dogs are allowed in all hotels and throughout the hotel
free of charge, including the restaurant and lounge.
- Other dogs are only allowed in public areas for access and not
allowed in any restaurants.
- We welcome well-behaved and trained dogs and if we feel that
your pet is causing a nuisance to other guests or barking
incessantly during the stay, we will ask you to leave.
- Please note at Crewe Hall in Cheshire, dogs are not allowed in
bedrooms within the Old Hall. Dogs are only permitted in the
contemporary standard bedrooms in the West Wing of the hotel.
- With the exception of guide dogs and assistant dogs, no dogs
are allowed in Mottram Hall. Please note, Mottram Hall may charge a
small fee to allow dogs onto the property.
Please note that dogs are not permitted in lodges at our four
Is car parking available at the
Car parking is available, subject to
availability at our hotels and it is free to park your car at all
hotels, with the exception of The Midland, The Stratford and The
The Stratford has a car park which is subject to availability
and a charge of £5 per day applies to vehicles parked in there.
Please note this charge is waivered for blue badge holders.
The Queens has a chargeable on-site car park, with a valet
parking service available.
The Midland has no on-site car park. Parking facilities are
available at the NCP Manchester Central car park which is situated
a couple of minutes' walk from the hotel. A valet parking service
is also available for this car park. Current prices are £18.40 for
24 hours and £25 for valet parking and 24 hours. Charges are
subject to change in this car park.
For more information on parking, please contact the appropriate
What are the dining facilities at the
At QHotels, we are passionate about our
food quality and service and we trust you'll have an enjoyable
experience with us. If you choose to add dinner to your break at
the time of booking, you will receive a £26 per guest allowance to
spend in the restaurant, lounge or via room service*. If you choose
to dine from the room service menu an additional tray charge will
Breakfast is the most important meal of
the day and you'll find our breakfast buffets packed full of fruit,
wholesome cereals, a vast array of breads and spreads, a
continental section and a full English orScottish breakfast buffet.
If you do have any special dietary requirements, please do let us
know before you arrive. The Midland hotel serves a continental
*Dunston Hall, Oulton Hall, Mottram
Hall, Slaley Hall and Belton Woods: if you choose to add dinner to
your break at the time of booking, you will receive £26 per guest
allowance to spend in the restaurant, lounge or via room
Do your hotels cater for disabled
Our hotels comply with the access
requirements of local disability legislation. If you have special
requirements please inform us at the time of booking
Do you have smoking rooms:
All of our hotels are smoke free and
penalty fees will be applied if you smoke in the hotel. The penalty
charge is £250 per day for smoking in the hotel.
Do the hotels have leisure
General health club facilities may be
used without charge during your stay and you'll find most hotels
have a gym and swimming pool. Additional services, including beauty
treatments for guests aged 16 and over (certain exceptions apply)
are provided by the spa and will be charged as taken. Our spas are
popular and we strongly recommend you pre-book any treatments
before you arrive at your hotel to avoid any disappointment.
Unfortunately, we cannot guarantee a spa time unless you have
pre-booked any treatments. Please note a 50% cancellation will be
incurred for any spa treatment or spa day cancelled within 48 hours
prior to appointment. Cancellation of spa treatments or spa days
within 24 hours will incur a 100% charge.
Fitness.TV: Please note, we are currently trying to contact
Fitness.TV to remove QHotels Health Clubs from this site. We have
not agreed to be on this site and are seeking to contact their
management to remove QHotels ASAP.
Six QHotels have their own 18-hole golf
courses which guests may use for an additional fee. Golf breaks can
be booked through our Central Booking Service. Tee times must be
booked directly with the hotel or online, before you arrive.
Dunston Hall, Mottram Hall, Oulton
Hall, Slaley Hall & Belton Woods: full prepayment required if
booking a promotional rate. Transaction fees are £2.50, where
credit exists this is payable on departure. Interest charged
is a base rate of +8.0% per calendar month. Promotional rates
are non refundable and non transferrable. For non promotional
rates, customers can cancel up to 12 noon on the day of arrival.
Customers that don't arrive or stay will be charged 100%. In
circumstances of poor weather, we reserve the right to cancel any
booking made on a promotional rate and rebook on an alternative
date. We will give a minimum of 24 hours notice.
Can I purchase a gift card and how do
we redeem it:
- Gift cards can be purchased either from our web page or over
the phone on 0845 074 0060
- Gift cards can currently only be used against selected hotels,
and cannot yet be redeemed at the following
hotels: Mottram Hall, Oulton Hall and Slaley Hall.
- Gift cards are valid for 12 months from the time of activation.
After 12 months, any remaining balance will be cancelled. Balance
enquiries can be obtained at a QHotels' reception or by calling
0845 074 0060.
- QHotels gift cards can be redeemed on any QHotels product or
service for the original 21 QHotels. Gift cards cannot be redeemed
against products and services at Mottram Hall, Oulton Hall or
- The QHotels Gift Card is not a cheque guarantee, credit or
- Gift cards can be activated with a minimum value of £10 and
have a maximum value of £500.
- When you use the QHotels Gift Card, the amount of your purchase
will be deducted from the balance on the card. Change will not be
- The QHotels gift card is like cash. Lost, stolen or damaged
gift cards cannot be replaced.
The QHotels gift card cannot be redeemed or exchanged for
- Gift cards are only posted out to customers within the UK
- QHotels reserve the rights to amend the terms and conditions
when they see necessary
If you have a gift card that you would
like to use against your forthcoming stay, please call to make your
booking on 0845 0345 777.