TERMS AND CONDITIONS
1. Introduction
2. Bookings
3. Check-in and Check-out Times
4. Charges
5. Payment
6. Cancellation and Amendments
7. Relocation
8. Right of Refusal
9. Disturbances
10. Hotel and Self-Catering Rules
11. Valuables
12. Losses, Liabilities etc.
13. Insurance
14. Website Accuracy
15. Accommodation
16. Star Ratings
17. Claims and Complaints
18. Delivery of Documents
19. Additional Requests
20. Change of Personal Details
21. Gift Certificate Terms and Conditions
1. Introduction
These Conditions apply to all guests of Moness House Hotel or Moness Self-Catering Cottages. These are the terms on which we will make a booking for you to stay with us at Moness House Hotel & Country Club. By completing your booking via our website or after looking at our website and then completing your booking via the telephone, you are accepting these terms of business. Moness House Hotel & Country Club is part of Moness Group Ltd (MGL). Moness Group Ltd is a Worldwide Leisure Group (WWLG) company.
Our Terms of Business are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.
2. Bookings
When booking on the website full payment will be taken.
2.1 Guests may book in advance or on arrival. However to avoid disappointment guests are advised to book in advance. Hotel rooms and self-catering cottages at Moness are subject to availability and MGL reserves the right to refuse any booking for good reason.
2.2 Payment will generally be required in advance,except for walk in bookings, on the day who will pay on arrival.
For all cottage bookings a non -refundable deposit of £100 is payable at the time of booking,for all hotel bookings
a non refundable deposit of 20% of the total booking is payable, the balance of any cottage bookings is taken from the credit card supplied six weeks prior to arrival.The balance for any hotel booking is payable onsite on arrival prior to occupancy.If we don't receive written notification of cancellation within 7 days of receipt of your booking confirmation,you will be deemed to have fully and irrevocably accepted our terms of business.all prices quoted include VAT at 15%.
Special occassions and all special offers will be charged in full at the time of booking and are non refundable.
Christmas and New Year will require a 20% and full payment 4 weeks prior to arrival.
2.3 The booking information that you provide to us will be used only by MGL. All of your contact details will be kept confidential and only used to inform you about further offers at Moness and only passed to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your visit arrangements.
3. Check-in and Check-out Times
3.1 Self-Catering Guests may check-in at any time from 4.00 p.m. on day of arrival. If a guest has not checked-in by 9.00 p.m., we are entitled to re-let the cottage unless the guest has notified Moness that he/she will be arriving late. On departure, self-catering guests must vacate their cottage no later than 10.00 a.m. Failure to do so will entitle MGL to charge for an additional night.
3.2 Hotel Guests may check in at any time from 3.00pm on the day of arrival. If a guest has not checked in by 9.00 p.m., we are entitled to re-let the room or cottage unless the guest has notified Moness that he/she will be arriving late. On departure hotel guests must vacate their rooms by 11.00 a.m. Failure to do so will entitle MGL to charge for an additional night.
4. Charges
4.1 Charges will be at our current hotel room or self-catering cottage rates as displayed at Reception and available on request. Price lists for additional items, such as Restaurant meals and Room Service, are on display at relevant locations and available on request.
4.2 Guest’s are responsible for the payment of any telephone charges and any breakages.
4.3 It is a condition of your rental that you accept full responsibility for any accidental damage to, or loss from your accommodation during your stay. On arrival we will request a credit/debit card. We reserve the right to take authorisation from your card to the sum of £150.00. Authorisation is not payment itself. This will be voided upon departure, provided no charges have been incurred.
4.3 Guests must pay all outstanding charges on departure.
4.4 Guests staying in cottages will be charged a fee for electricity,this fee is calculated at the end of your stay and is obtained by an accurate remote metering system. The fee will appear on your bill for payment on check out.
5. Payment
When you use www.moness.com or you book via our call centre we will ask you to provide us with credit / debit card details in order to cover the cost of your booking. If there are problems with the credit / debit card that means we cannot collect the payment we will not allow you to complete the booking and will not collect any money. In the event that we have problems processing your card after the booking is made we will notify you to provide alternative payment details.
Please note that payments of balances due must be received no later than 6 weeks prior to travel. Unless you contact our administration department prior to your balance due date, the card(s) you used at the time of booking will automatically be debited for the amount due on that date. If you have used more than one card the balance will be split equally amongst the cards you originally used. If for whatever reason your payment is received after this time we reserve the right to charge an administration fee of £20.00 per person.
We levy a charge of 2% of the transaction value where payments are made by credit card and 1% by a debit card. If for any reason we do not receive payment on the due date, we shall be entitled to cancel the booking with loss of all monies you had previously paid and any cancellation fees as well as any charges laid out below.
6. Cancellation and Amendments
6.1 Cancellations may be advised by telephone but must be confirmed in writing and will not take effect until received by us and acknowledged. If you cancel or amend your booking we reserve the right to charge the relevant cancellation or amendment charge.
6.2 The following cancellation charges will be payable.
a.cottages
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more than 6 weeks-(42 days)-Loss of deposit.
within 6 weeks(42 days)-100% of balance.
we therefore advise all guests to arrange the relevant holiday insurance for cancellation or curtailment of holiday.
b.hotel rooms
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The non refundable deposit paid to secure your reservation will not be refunded to you.Cancellations made 0-7 days prior to arrival and non arriving cancellations will incur 100% of the total rate which will be debited from the card used to guarantee the reservation.
6.3 Where the booking permits, any change or amendment to the arrival date, departure date, room or cottage type made in the original reservation is subject to the availability at the time the change is requested and may result in a possible rate change.
6.4 If you have taken out holiday insurance and the reason you are cancelling is covered by that insurance, you should be able to obtain payment of these cancellation charges (after deducting any part of the claim which the insurance company insists you pay) from your insurance company. You must pay the cancellation charges first. Please make sure you get written confirmation of your cancellation from us - this proves we have received your cancellation and you will need it to make a claim on your insurance.
7. Relocation
7.1 In the unlikely event that Moness does not, for any reason have the required number and types of rooms available as per the Booking, Moness reserves the right to relocate the Client to an alternative hotel or self-catering cottage of a similar standard in the same locality. The extra and reasonable accommodation expenses incurred for equivalent accommodation (for the first night only) shall at Moness's discretion, which will normally be exercised in favour of the Client, be borne by Moness. The acceptance of this obligation (which will not release the Client of the obligation to pay Moness the relevant Charges) shall be in lieu of all other liabilities or obligations, which are hereby expressly excluded.
7.2 Occasionally Moness may need to make a change and we will try to let you know of any important changes before you book. If you have already completed your booking we will let you know as soon as we can if there is time prior to your departure. In the unlikely event that we have to make a major change or alteration to your booking we will offer you the option of accepting the change or cancelling the accommodation booking and receiving a full refund of all monies paid for the accommodation to us. We do not accept any responsibility for any expenses or costs incurred by you as a result of the change or cancellations that are due to unusual or unforeseen circumstances beyond our control. These can include but are not limited to, war or threat of war, riot, civil strife, terrorist activity, natural or manmade disaster, fire, adverse weather conditions, government action or accommodation no longer being available.
7.3 Moness reserves the right to cancel any booking made and refund all monies due at its own discretion.
8. Right of Refusal
8.1 Moness reserves the right to refuse a guest entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.
9. Disturbance
9.1 Moness reserves the right to require a guest to leave if he/she is causing a disturbance, annoying other guests or Moness staff or is behaving in an unacceptable manner.
10. Hotel & Self-Catering Rules
10.1 Guests shall comply with all reasonable rules and procedures in effect at Moness, including but not limited to health and safety and security procedures and statutory requirements as to registration.
10.2 Guests shall not bring their own food or drink into the Hotel for consumption at the Hotel.
10.3 Please note that pets of guests/customers/visitors are not permitted within the accommodation, public areas or grounds. Guide dogs, trainee guide dogs, hearing dogs for the deaf and other aid dogs will be permitted but Moness must be informed of this at the time of booking.
10.4 Children under the age of 14 must be supervised by an adult guest at all times.
10.5 Smoking is strictly not permitted in the Hotel, Leisure Club or any other public area on the resort. Guests found smoking in the Hotel rooms will have an automatic £250 deep cleaning charge added to their account.
11. Valuables
Self-catering cottages are not equipped with safes and there are no secure facilities with the hotel. All property is the responsibility of the owner / guest.
12. Losses, Liabilities etc.
12.1 Guests must report any loss of or damage to their property immediately on discovery to the Leisure Club Reception, where this will be logged in the duty manager’s book.
12.2 “Don’t forget your property”. Whilst every effort is made to return lost property to its rightful owner Moness Group Ltd cannot be held liable for items damaged in storage or lost in transit after being left behind. Please double-check your hotel room or cottage before departure.
12.3 Guests shall not enter areas of the Hotel or resort grounds, which are indicated as being closed to the public. Moness Group Ltd shall not be responsible for death, personal injury or loss or damage to property suffered by a guest in such areas.
12.4 Moness Group Ltd shall not be liable to a guest for any loss or damage to property caused by the misconduct or negligence of a guest or an Act of God, or where the guest remains in exclusive charge of the property concerned.
12.5 Moness Group Ltd's liability for any other loss of or damage to a guest's property is limited to £50 for any one article or £100 in aggregate, except where, stolen, lost or damaged through the default, neglect or wilful act of MGL.
12.6 Moness Group Ltd shall not be liable for any failure or delay in performing any of its obligations under this Agreement if the failure or delay was due to any cause beyond its reasonable control, including (without limitation) war or threat of war, civil or political action or disturbance, riot, natural disaster, fire, epidemic, bad weather, terrorist activity (threatened or actual), military activity, governmental or regulatory action, industrial dispute, act of God, failure of power or machinery, failure of or interruption in externally provided services and utilities, and all similar events outside MGL’s control.
12.7 Whilst all reasonable efforts have been taken by MGL to ensure that Bookings made under this Agreement are able to proceed, MGL reserves the right to relocate any Booking to another hotel or self-catering cottage of similar size and standard in the locality. The Client acknowledges that MGL accepts no liability for any loss or damage suffered by or caused to the Client in consequence of the relocation of the Client.
12.8 For the avoidance of doubt, MGL does not exclude its liability for death or personal injury caused by the MGL’s negligence.
12.9 Guests should also refer to the Notice relating to Loss or Damage to Guest's Property displayed in Reception.
12.10 MGL is not liable for any loss or damage caused to a guest's vehicle, unless caused by MGL's wilful misconduct.
12.11 Guests will be liable for any loss, damage or personal injury they may cause at Moness.
12.12 These Conditions shall be governed by English law and you agree to submit to the jurisdiction of the English courts.
13. Insurance
We strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.
14. Website Accuracy
14.1 Information on our website is posted in good faith and is updated regularly .We take all reasonable care to ensure that the information published about Moness House Hotel and Country Club is accurate. However, we cannot guarantee the completeness and accuracy of the information on it. Certain facilities or amenities may be temporarily unavailable for operational reasons. When this happens we will do our best to inform you as soon as possible. We accept no responsibility for errors or omissions within the descriptions.
14.2 Prices shown on the website are believed accurate but, in the event of any inaccuracy or discrepancy we will contact you at the earliest opportunity. We recommend you contact us if you are in any doubt or have any queries before acting on any information on our website.
15. Accommodation
Hotel rooms and self-catering cottages may vary slightly from those describes and not all the apartments or hotel rooms are identical, therefore the décor or furnishings may differ from those shown in the brochure or on the website.
16. Star Ratings
These are used to indicate the overall quality and standard of Moness. The ratings are supplied by The Scottish Tourist Board and are based on certain criteria including the overall standard of Moness, the accommodation (both hotel and self-catering), the quality of the furnishings, the quality of the available food and the range of facilities within the hotel / resort. Moness currently has a 4 star Scottish Tourist Board Rating for the self-catering cottages and has recently fully renovated the hotel with the aim of achieving 4 star standard upon completion of its forthcoming grading by the Board Inspector.
17. Claims and Complaints
Any complaint or claim should be referred immediately to the Duty Manager or a senior member of staff immediately and they should be able to resolve your problem to your satisfaction there and then. Failure to report the problem whilst in resort could affect any claim you have.
If you are still not satisfied you should write directly to Customer Services Department (Moness), 2nd Floor, Woodland Point, Wootton Mount, Bournemouth, Dorset, BH1 1PJ, within 14 days of your return. We do not accept any post travel correspondence in any other format or outside of this time period and we will not respond unless the letter is sent with all supporting paperwork (copies only) to the address shown above.
18. Delivery of Documents
All documents, where possible will be delivered to you via the email address provided at the time of booking. Where we are required to deliver a paper document, it will be sent to the address of the cardholder / lead client via 1st Class post. MGL accepts no responsibility for any item that is lost in transit, nor do we accept any costs resulting in the loss or delay of any item sent to you. If you wish to receive any documents via a more secure postal service i.e. Recorded Delivery, there will be a minimum £5 charge. Please advise our Customer Services Department as soon as you have confirmed your booking.
19. Additional Requests
If you have a special request for adjoining rooms, special diets, champagne or flowers etc., please indicate at the time of booking and we will endeavour to meet these requirements. However, these requests cannot be guaranteed as they do not form part of the contract and any extra costs are payable locally. We cannot accept requests for rooms with a particular view unless the supplement for that view (e.g. garden view or south facing) has been paid and the room type confirmed on your invoice.
20. Change of Personal Details
It is the client’s responsibility to inform us (in writing) of any change in their personal details including but not limited to Postal Address, Email Address, Telephone Number, Mobile Telephone Number. Moness.com does not accept any responsibility for any event, circumstance or cost that arises from this information not being communicated in a timely fashion.
21. Gift Certificate Terms and Conditions
Moness Resort Gift Vouchers are not transferable. Gift Vouchers are valid until the date stamped, 12 months after the date of issue. Gift Vouchers can be redeemed in exchange for accommodation or food and beverage purchases at Moness Resort. When redeeming Gift Vouchers for hotel accommodations, accommodations must be booked direct with Moness Reservations: 0845 330 2838. Gift Vouchers are not valid for reservations made via Travel Agents or any other 3rd parties. Gift Vouchers cannot be exchanged for cash. No change will be given. Any balance on the Gift Vouchers is forfeited. Vouchers are only valid for the person named as the voucher recipient.
Moness Resort will not be liable to any person for Gift Vouchers which have been lost or stolen and shall not reissue lost or stolen Gift Vouchers. When redeeming Gift Vouchers for accommodation, please inform the reservations agent that you wish to use Moness Resort Gift Vouchers as payment. Please note, for all bookings requiring a credit card deposit, a credit card guarantee will be required to secure your booking for late arrival.
The validity of the voucher cannot be extended. If a voucher is partially redeemed the remaining balance is non-refundable. If you would like to add to your voucher e.g. book extra nights or meals then call us on 0845 330 2838. If it is a monetary voucher you can add on extras at the time of booking and we will deduct the value of the voucher from your full payment.
Vouchers are only valid for the payment of bookings to Moness House Hotel and Country Club and any associated taxes, fees and charges. They can be redeemed against hotel or self-catering accommodation and meals such as breakfast and dinner taken at Moness.
