At the Jubilee Hotel West, we are connected on our lower 2 ground floors and share facilities and our team with The Jubilee Hotel East. At times your booking may be moved into The Jubilee Hotel East- this is mostly done as we feel that a room in that wing may suit your requests better, but it may also be done for maintenance purposes. If you are ever moved wings, we will keep you in the same room type you have booked or upgrade you.

Cancellation and Payment Policies:

• We clearly display cancellation policies on your rate plans, and we do adhere to them. If you book on a Non-Refundable rate, you get a discount and we take payment as we process your booking shortly after you book, no free cancellation will be given no matter what the reason. We do not accept cash on arrival on this rate plan if you wish to pay cash please select the Fully Flexible Rate.

• We also display a Fully Flexible Rate plan where you can cancel free of charge until 12.01am the day before arrival and we then process your payment once this free cancellation runs out. If you wish to pay cash on arrival on this rate plan, then please speak to reception.

• You will not be refunded if you leave early or no show.

Hotel Guest Policy:

• On Arrival you will need to provide ID or take a photo of yourself.

• On Arrival you will need to update your booking with a Valid Bank Card as security against damages and house rule breaks.

• Between 10pm-8am we operate a Quiet Hours Policy where only the registered guests on the booking (submitted on arrival) are allowed in the room and you face fines if you are inconsiderately disturbing other customers.

• An adult must be in each room unless you arrange with the property extra security measures. Anyone below 18 needs parental consent or supervision to check in.

• We have an outside smoking area. Any smoking in our non-smoking areas which includes the entire insides of the property, and half our Restaurant Garden will face up to a £250 fine. This includes Vapes.

• We are a dog friendly hotel, and we provide a pet friendly section in our restaurant. You face fines if you leave your dog unattended in your room for more than 10 minutes, your dog is not on a lead in public areas, and if you intentionally take your dog to urinate in our Restaurant Garden (as this is astroturf). We will only accept 2 pets per room, and we advise not booking Bronze Rooms for pets.

• Extra Occupancy- we advise you on what we think the best occupancy of a room is- if you choose to bring an extra small child or put an adult in a bed, we advise for a child then we will not stop you but we will also not offer compensation it did not meet your needs. We will only charge extra if we have provided an extra bed or an extra breakfast.

• We will charge late check out fees if you do not vacate by 11.15am.

• We will apply fees for not returning car parking permits or room keys.

• We have onsite extra facilities such as lifts, a Spa, Hot Tub Garden, Escape Rooms, Car Parks, Function Rooms and Restaurant and Bar. The price of your booking covers the accommodation of your room, any meal plans attached and any extra services you booked. It does not include our Facilities some of which are free and some of which cost you extra to book. As such when you arrive if a Facility is fully booked, undergoing maintenance or unavailable no compensation will be offered

Useful Information:

• Soon after you book you will receive a Brochure directly from us of useful information and our services.

• When we process your booking, we will send you a confirmation directly from the hotel. We advise looking at this as this provides you with a link to our self-service portal where you can request spa treatments, and extra services, and buy meals and drinks bundles at discount if purchased before arrival.

• Breakfast- is served as a Buffet and consists of Toast, Cereals, Juice, Hot Drinks, Pastries, Fruit and Yoghurts, Bacon, Sausages, Fried Eggs or Scrambled Egg, Tomatoes, and Beans. Hashed Browns, Mushrooms, and Fried Bread. We also have Gluten Free and Vegan options. (Occasionally Breakfast may be cooked to order instead of the Buffet, but you will still be able to choose to have whatever you want). Children under the age of 2 are free with a paying adult.

• Dinner- Consists of 2 courses from our Half board menu. You can pay additional supplements to upgrade to the more expensive dishes and platters.

• Parking- We do not guarantee parking ahead of arrival, on arrival our Reception Team will offer you all available parking options which include:

o a pay and display area at the front of the hotel.

o permits for 2 long stay car parks.

o on street parking within 5 minutes.

o Free Blue Badge parking areas in front or behind the hote

o 2 onsite car parks that are charged at £10 per vehicle per night and require your keys to be stored at reception,

• Mobility Requests- Please check with us in advance if we can accommodate your mobility requests. We have 3 lifts, and only 1 fits wheelchairs, mobility scooters (and prams). The lift that takes wheelchairs goes from our Lower Ground Floor, (Reception, Spa and Restaurant) to our Upper Ground Floor only. On our Upper Ground Floor, we have 13 rooms, and another 3 rooms up 8 narrow stairs. We do not offer disabled room types, but we have tried to make the Upper Ground Floor Rooms as accessible as possible. But please check with us before booking that these rooms are available and that they suit your needs. Not all our Room Types have Rooms on the Upper Ground Floor so it’s also very important that you book the correct room type. Also, whilst the majority of our rooms have lift access, not all do, so again please check with us if lift access is required so we can allocate accordingly.

• Annex Extension- Please note that we have 6 rooms our extension at the back of the hotel. Please let the property know in advance if you would prefer a room in the main hotel.

• Housekeeping- In recent years we have stopped automatically doing room services as more of our customers preferred privacy to a Housekeeper knocking on their door at 9am. However, we of course do not want this to get in the way of good customer service and so:

o At our Reception, we have a glass cabinet full of lots of extra free supplies, help yourself at any time these are free and it is unlocked.

o If you bring us your wet towels, we will exchange them for fresh ones.

o If you would like your room cleaned, please request it the night before and we will schedule you for the next day’s list. This will of course be free.

o Also, all of our toiletries are in dispensers in our Bronze and Silver Tiered Rooms as we have gone eco-friendly and limit our plastics.

o Cots- If you require a cot please check with the hotel that your room will fit a cot, otherwise you may need to upgrade to a room that does. Also please check we have one available and they are not all booked out. Cots are £10 per night, and we provide a sheet but after that ask that you bring your own bedding so that it suits your child’s needs. Alternatively, you are welcome to bring your own cot and then we do not charge for the extra child in the room.

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