Frequently Asked Questions

Bookings

Making a Booking

How do I book?

There are various ways you can make a booking, including;

– Contacting us directly
– Submitting a call back request on the website
– Booking through our partners booking.com and expedia.co.uk

How far in advance can I book?

You can make bookings up to 12 months in advance

How do I know if my booking has been confirmed?

When you make a booking you’ll be given a booking reference; we’ll include this reference in your confirmation email too. 

I haven’t received my booking confirmation. What should I do?

Have you checked your junk box? If it is not there either, it looks like you’ve encountered a technical problem. Please call us on 01283 741155 for assistance. Lines are open from 10am to 10pm. Monday to Saturday and 10am to 4pm on Sundays.

Is there a limit to how many nights can be booked?

No, you can book for as many nights as you like. 

Is my booking guaranteed?

Your credit card or debit card details provided at the time of the booking guarantees your booking. 

Are the rates shown on the website per person or per room

Our rates are per person per room. They all include VAT. Meals, other than breakfast, are not included in the room price. When you book, we’ll give you a total price for the rooms, number of people staying and number of nights you have requested. 

How old do I have to be to stay at the hotel?

Children of any children can stay at the age as long as they are accompanied by an adult. An adult is considered to be those aged 18 years and above. 

Can I turn up at the hotel without a booking?

Is it possible to turn up to the hotel on the day and book a room for that night. However, it is less risky and you will get the best prices if you book in advance. 

Cancelling or amending a booking

What is Grail Court Hotel’s cancellation policy?

For Standard Rate

If you have booked a standard rate and need to amend or cancel your stay, you will have until 48 hours until day of arrival to do so. If you cancel after this point you will be charged up to 2 nights’ stay.

When you cancel your booking, we’ll give you a cancellation reference number. Please make a note of this number as proof of your cancellation. 

For Non-refundable Rate

If you have booked a non-refundable rate and need to amend or cancel your stay, you can do so at any point until the expected arrival date. However, you will be charged for the full value of your stay. 

When you cancel your booking, we’ll give you a cancellation reference number. Please make a note of this number as proof of your cancellation. 

How do I know that my cancellation was successful?

You will receive a confirmation email which will state your cancellation reference number on. 

How long will it take for my refund to be processed?

We will cancel your booking immediately and process the refund. Depending on your card issuer, it may take several days for the fund to reach your account. 

How do I amend my booking?

If you have any questions about an existing booking, or wish to amend anything, then give us a call on 01283 741155. Please have your reference number to hand and someone in the team will be happy to help. 

Room Rates

What is the difference between standard rate rooms and non-refundable rooms?

Standard Rate is ideal if you think your plans may change. With the Standard Rate, you can amend and cancel your stay up to 48 hours before arrival. 

Non-refundable Rate is ideal for those who have definite confirmation of there plans. This rate is cheaper than the Standard Rate. 

Are the rates shown on this website per person or per room?

Our rates are per person per room. They all include VAT. Meals, other than breakfast, are not included in the room price. When you book, we’ll give you a total price for the rooms, number of people staying and number of nights you have requested. 

Do you hold any rooms back for telephone bookings?

No, we do not hold rooms back for telephone bookings. You will be given information on all our availability and rates and can make a decision whether you wish to book or not. 

Making Payments

Are my card details safe?

Yes, this is a secure website, so all the details you enter as part of your booking are stored safely. 

Which payments methods do you accept?

We accept the following payment methods;

Cash*, Visa, American Express, Mastercard, Maestro** and Delta. 

For Standard Rate rooms payment will be taken anything from 48 hours prior to arrival, up to day of arrival. 

For Non-refundable Rate rooms payment will be taken on the date the reservation is made. 

  • If you are paying cash, you will be asked to provide identification when you check in. You will also be required to put down a security deposit on the room. This can be paid with cash or card.  
  • Maestro cards can be used when paying for your room upfront, but can not be used to guarantee or reserve a booking

Can I pay in advance or on arrival?

For Standard Rate rooms payment will be taken anything from 48 hours prior to arrival, up to day of arrival. 

For Non-refundable rate bookings payment will be taken on the date the reservation is made. 

Why can’t I pay on departure?

At Grail Court Hotel, your room must be paid for on booking or on arrival (depending on which rate you choose). This means that an early start is never delayed by having to check out before departure. 

How do I know that my payment was successful?

You will receive a confirmation email with a copy of your VAT receipt.

Will I receive a receipt?

In most cases, you will be given a receipt via email. However, should you wish to have a paper copy, this can be requested upon check in.

I’ve lost the receipt for my stay, how can I get another copy?

These can be requested by contacting us. Details can be found on the contact us page. 

Group Bookings

How do I make a group booking?

For bookings of 5 rooms or more please contact Hotel Management on 01283 741155. Managers will be available, Monday to Saturday 10am to 10pm and Sundays 10am – 4pm. 

How many people do family rooms accommodate?

Our family rooms can accommodate a family of up to two adults and one child (aged 15 or under). Our spacious, family sized rooms have one double bed and one single bed. 

Does Grail Court Hotel have interconnecting rooms?

Unfortunately, interconnecting rooms are not something we provide at our hotel. 

What is your group booking policy?

Bookings of five or more rooms are subject to our group booking terms and conditions. Full Terms and Conditions can be found below;

  • All group bookings need to be held on a valid credit or debit card.
  • If booking with the Standard Rate you will be required to pay 50% of the booking. The remaining balance will then need to be paid two weeks prior to arrival. 
  • If booking with Non-refundable Rate you will be required to pay the full balance at time of booking.  

Your Stay

Grail Court Hotel Breakfast

Breakfast is included in all our room rates. It is served Monday to Friday from 7:30am to 9am and Saturdays & Sundays from 8am to 9:30am. 

Food Allergies?

You can see full allergy information on the restaurant menus which are available when booking at the hotel. There is also a comprehensive nutritional guide at our hotel.

Feedback and Queries

What if I have a complaint? 

If you are unhappy with any aspect of your stay, please contact us and we’ll do our best to try and resolve the issue. 

Arriving and Departing

What is the earliest I can check in? 

You room will be ready for you from 2pm on the day you’re due to arrive

Is there a latest check in time?

Reception shuts at 10pm and therefore you will be required to check in before this time. 

What is the latest check out time?

Check out is by 11am on your agreed departure date. 

Extending your stay?

If you wish ti extend your stay with us, please contact the reception before 11am and they will inform you if there is availability to extend your stay. 

Lone Travellers

What measures are in place to make sure that I am safe when travelling alone?

We’ve implemented a number of simple, security measures to ensure all out guests have a comfortable, enjoyable and safe stay with us. 

  • When you check in, we will hand you your room details discreetly and we won’t say them out loud, so they are not overheard
  • Only guests staying at the hotel will gain entry into the hotel after 10pm. 
  • There is someone on site 24 hours a day, so there is always someone on hand to help. 
  • Every bedroom door is fitted with deadlocks

Any tips to help me stay safe?

  • If you can, book accommodation and plan your journey in advance to give you confidence to travel safely
  • Let someone know where you will be staying and contact them on arrival 
  • If you do have any concerns with your room location, ask if a replacement is possible
  • Do not pack unnecessary valuable 
  • If your room door is ajar or looks like its been tampered with, return to reception and ask for the room to be checked 
  • Arrange to meet colleagues in a public place when holding meetings at our hotel.  

Hotel Information

Disabled Access

What facilities are provided for customers with disabilities?

At the moment, there are no specially-adapted rooms available at our hotel. We are currently looking into changing this. 

Should you wish to specially request a first floor room please let us know upon booking. 

Smoking and Pet Policies

Can I bring my pet to the hotel?

Unfortunately, with the exception of assistance dogs, we do not allow pets to stay at the hotel. 

Do you have any smoking rooms?

We operate a no-smoking policy throughout 

Can I smoke electric cigarettes in the hotel?

Use of electronic cigarettes is not permitted within our hotel. Please use designated smoking areas. 

Car Parking and directions

How do I get local directions to the hotel?

For directions, please see the hotels details page. Here you will find directions and postcode. 

How can I find the hotel using a sat-nav?

You will find the relevant postcode to tap into your sat-nav on our hotel details page. 

Do I need to pre-book a parking space?

You do not need to pre-book a parking space. However, we do operate a first-come-first-serve policy. Should there not be any spaces by the time you arrive there are other parking options available near-by. 

Our rooms

What will I find in my room?

Every rooms features a remote control TV, tea and coffee making facilities, and desk area. We also offer irons, ironing board and hairdryers – all available on request. 

Do we offer free WIFI?

Yes, we are pleased to offer all our guests free WIFI – great for browsing the web for as long as you want, anywhere in our hotel. 

Do rooms have air conditioning?

Unfortunately, this is a service we do not offer at the moment.  

Are travel adaptors for electrical devices provided?

No, if you are coming from abroad to stay with us, you may need to bring along a UK travel adapter. Plugs in the UK are 3-pronged and run at 220-240V. 

What TV Channels can I get at the hotel?

All our rooms have Freeview TVs installed, with the full range of Freeview channels.

Are there phones in my room?

Our rooms only have internal phones, where you will be able to contact the reception desk directly from your room. 

Do you have any smoking rooms?

We operate a no-smoking policy throughout 

Are bed linen and towels included in the room?

Yes, these are all included in the room

Can I invite guests to my room?

Unfortunately, we do not allow visitors in the rooms

Do the bedrooms have en-suite bathrooms?

No – we have some rooms with shared bathroom facilities. Please check this upon booking. 

Can I request a room next to another room or on a specific floor?

Unfortunately, rooms are allocated on a first-come-first-served basis and whilst it can be requested it can not be guaranteed

Hotel facilities

Do you offer free WIFI?

Yes, we are pleased to offer all our guests free WIFI – great for browsing the web for as long as you want, anywhere in our hotel. 

Do you provide luggage room facilities?

Yes, we offer luggage room facilities. However, space is subject to availability

Planning a function?

We have function rooms available to privately hire. Please contact us directly for details. 

Do we provide leisure facilities such as gym and swimming pool?

We do not offer leisure facilities at our hotel. However, please ask at the hotel and our friendly reception staff will be able to tell you if there are any nearby. 

Need some help?

Arrange a quick call back.