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Booking Terms Explained
Please review our terms and conditions before making a reservation for your room booking.
Booking Terms & Conditions
The terms and conditions detailed below apply to all bookings made online through our website, by telephone or in person. All rates are subject to availability and all bookings are taken at the discretion of The Lenbrook. They may not apply to bookings made via third party websites. Booking terms and conditions for reservations made on third party websites may be found on the website at which the booking is made.
The Lenbrook has a minimum age requirement of 18 years old for booking a room. If you arrive at the property and are under 18 years of age, you will not be permitted to stay alone. We may require photo ID as proof of age.
Online Bookings
The Lenbrook accepts your booking in good faith that you have read and understood the booking conditions during the booking process.
Payment Terms for Bookings
A non-refundable deposit of £30 (per room) is required to secure your booking. The balance is due 14 days before the date of arrival and will be taken from the card details provided at the time of booking. You may wish to pay before this date and can do so by telephone or sending a BACS payment. Payment may be made by cash, Visa or MasterCard Credit or Debit Card. The expiry date of your Credit or Debit Card must be later than the end of your stay. We do not accept personal cheques. If a payment is declined, you will be informed and you will have 24 hours to rectify the issue before we release your room.
Confirmation of Payment
Your booking invoice will be sent to you once payment has been processed, at which time all terms and conditions come into immediate effect. If you have requested a copy by email, you should receive this within 24 hours. It is the customer’s responsibility to ensure they have received their booking confirmation and reviewed that all the information provided is correct (Guest Name(s), Room Allocation etc).
If you have not received your booking confirmation within the times stated above, please contact us so we can arrange for a duplicate copy to be sent to you.
Room Rates
Our pricing is per room, per night. Meals and other extras are not included in the room price unless otherwise stated. You may be able to add extras to your booking during the booking process or during your stay.
Prices and availability are correct at time of issue although we reserve the right to change any prices at any time without prior notification. If the price of your stay is to increase or decrease after you have booked, your holiday cost will be unaffected, and no refunds will be given if it is discounted later.
Room Allocation
We reserve the right to change your room allocation and / or hotel location at any point during your stay for any reason.
Occupancy
Our rooms are designed to hold a fixed number of occupants corresponding to the rental and must never be occupied by a larger number of people. You must not exceed the maximum occupancy for the room type you have booked. The maximum occupancies are set out below.
Room Type Maximum Occupancy
Double Room Two Persons
King Room Two Persons
We reserve the right to conduct checks on occupancy. Occupancy is not transferrable and are for guests named on the reservation. If you are expecting visitors, they are welcome to visit you in our Bar / Lounge area.
Room Keys
We kindly ask that all room keys be returned to us upon check out. If room keys are not returned, a charge of £100 will apply to cover the costs of replacement keys or a locksmith service. Should you forget to return your keys, please contact us to arrange for their return.
Cancellation by You
Please ensure that all members of your party have private holiday insurance to protect them from financial loss in the event of cancellation.
Any cancellation must be received in writing (either by email or by post) up to 14 days before your scheduled arrival date. Any applicable refund will be processed within 7 days from receipt of cancellation
If your booking is cancelled less than 14 days before your scheduled arrival date, no refund will be given.
Cancellation policy specifies a period before check-in when cancellations become subject to a penalty charge. Details are shown on your booking confirmation.
Our Right to Cancel
We reserve the to cancel your booking at any time with immediate effect by giving you written notice (including email) if 1) You do not pay us when you are required to do so or 2) You break the contract between us in any way.
If we cancel your booking where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had / has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service. If an event outside our reasonable control is likely to prevent us from performing your booking, we may cancel your booking on notice to you (including by email). We will refund in full any payment made by you in respect of such booking to the payment card that you used to make the booking, including any extras. All booking fees are non-refundable.
Cancellation Insurance
We strongly recommend that all guests have adequate insurance cover to protect their holiday payment in the event of illness.
Rescheduling a Booking
Subject to you informing us no later than 24 hours prior to your arrival date, on occasion we may hold the deposit for a future booking arriving within 6 months from the date of cancellation (subject to availability) with any additional cost due being payable by you. If the cost of your rescheduled stay is less no refund will be provided.
No Shows
If you do not arrive on your scheduled date of arrival, you will be deemed to be a ‘no show’ and your booking will be cancelled. You will be charged 100% of the cost of the entire booking including any extras.
Refund Policy
If you choose NOT to change your date and request a refund, then the following terms apply:
14 - 28 days or more prior to arrival – 100% refund – less £30 Deposit (per room)
0 – 13 days or less prior to arrival – 0% Refund
Any applicable refund will be processed within 7 days of cancellation.
Children
The Lenbrook is an Adults Only Accommodation and does NOT accept any persons under the age of 18 years old.
Pets
Guide dogs, assistance dogs and hearing dogs are permitted. Please notify us in advance if you are bringing such dogs with you. No other pets are allowed.
Special Requirements
Please note, due to the age of the building, The Lenbrook has no disabled facilities & some guests may find our facilities restricting. Whilst every effort will be made by The Lenbrook to assist any guest(s) with disabilities, we do request that we have all the relevant information from you prior to arrival to ensure we can accommodate your needs. We do NOT have any adapted bedrooms, and we are NOT a specially adapted hotel. You and all your party are expected to be fit and well enough to walk easily up and down steps unaided. If you have not previously advised us of a disability within your party, The Lenbrook will NOT accept any liability should an accident occur. The Lenbrook has various steps and landings throughout. Please DO NOT bring sick or infirm people to The Lenbrook as we have a duty of care towards all guests and under certain conditions, we may find it necessary to curtail the sick persons stay to ensure a healthy environment for all our other guests.
Behaviour
If you or any member of your party is considered likely to cause offence, danger, damage or distress to others we always reserve the right to cancel or terminate your stay completely. If this situation arises our responsibility under the contract will cease and we will be under no obligation to cover expenses incurred nor shall we consider any claims for compensation or refunds.
Damage
You must not damage or interfere with any items belonging to us or other guests. If you do so we reserve the right to terminate your booking. You must bring any damage to our immediate attention. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover the reasonable costs for any repair, replacement, or specialist cleaning we incur if you damage our property. If you request it, we will send a breakdown of these costs to the address used for the booking.
Dangerous Items
You must not bring any potentially hazardous or dangerous items onto our premises.
Housekeeping
We reserve the right to enter rooms to carry out housekeeping work, to check their general condition and to ensure that safety and security rules are being complied with.
Lost Property
Any left items at our premises will be kept for a maximum of two weeks. Please call us to check if your item(s) has been found. If we do have the item, you are required to make your own arrangements for collection/delivery and associated costs. Whilst we will use our reasonable endeavours to assist in the return of lost property, we do not accept any liability for items collected and/or their delivery to you.
CCTV
In some public areas CCTV is in operation and recordings are made and kept for a period. The use of CCTV and the recordings are for the purpose of management of the business operation and for security purposes.
Smoking Policy
Smoking (or vaping) is not permitted anywhere inside The Lenbrook. Anyone wishing to smoke may do so at the front of the building outside the property boundary. If you, or a member of your party are found to have smoked (or vaped) inside the property, a £100 deep clean fee will be charged, and you may be asked to leave. In such cases, no refund will be issued. Anyone found to have tampered with our Fire Detection System or Emergency Equipment will have their booking terminated and will be asked to leave.
Drug Use
The possession and / or use of (i) drugs (excluding alcohol and cigarettes) which have not been prescribed by a registered medical practitioner or are available as over the counter medicines (i.e. pharmaceutical drugs) or (ii) drug paraphernalia is not permitted within our premises and if such are found by us then they will be confiscated and reported to the Police. In such circumstances, we reserve the right to terminate your accommodation at any time. In the event of such termination then our liability to you and guests will discontinue, and such persons will be required to leave the hotel immediately and we shall have no further obligations to such persons, including a refund of any payments made. We shall be entitled to impose a minimum charge of £250 to cover administration and cleaning costs and this charge shall be taken from your Credit / Debit Card.
Alcohol
There is a fully licensed bar on the premises. Please note that alcoholic drinks purchased from the bar are not allowed to be taken outside and must be consumed within the bar area or your room. There is a strict Challenge-25 policy in place.
Force Majeure
We accept no liability where the performance of our obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
Car Parking
A small number of parking spaces are available from £7.50 per day. We do not permit the parking of any vans, trucks or minibuses. All guests using our car park must register their vehicle(s) on their Guest Registration Form upon arrival. Parking may be subject to you leaving your vehicle keys with reception so we can move vehicles about with ease. You must reserve and pay for your space in advance. All vehicles & contents are parked entirely at the owner’s risk. Please note that we do not have any dedicated disabled spaces.
Arrival Day
Guests can Check In from 14:00 until 20:00 on the day of arrival, unless previously agreed. Upon arrival, you may be asked to provide proof of identity, and you must complete a Guest Registration Form. Acceptable forms of identification include a Passport, Driver's License, ID Card, or Police Warrant Card. If you wish to check in early, an early check in fee of £20 will apply and is subject to availability.
Departure Day
You must check out no later than 11:00 on the scheduled date of departure unless you have purchased a late check out. Please note if you do not check out by 11:00 you will be charged the late check-out fee. Late check out allows you to check out up to a maximum of 3 hours (14:00) at a cost of £7.50 per hour, per room and is subject to availability.
Breakfast
Breakfast is served Saturday and Sunday between the hours of 09:00 and 10:00.
Some foods may contain traces of NUTS and GLUTEN. Please make sure you inform us of any special dietary requirements prior to arrival or note these on your Guest Registration Form. It is the customer’s responsibility to check with us as to the ingredients of any products we provide.
Luggage
We are happy to store luggage on your departure day (subject to availability), but we will not be held responsible for any lost or stolen luggage or contents. A charge will be made for this service.
Guest Belongings
The hotel will not be held responsible for any theft, loss or damage to guest’s personal belongings unless they have been handed into reception for safekeeping. We regret we will not be held responsible for any guest items left in or on our property so please make sure all your items you bring with you are insured against theft, loss & damage.
Privacy Policy
The Lenbrook will not pass your personal details to any third-party companies. Visit our Privacy Policy for more details.
Cookies
A cookie is a small amount of data that is placed in the browser of your computer or on your mobile device. These cookies are used only to help you make a smooth booking and contain information like the date searched and language of booking. There is a difference between session cookies and persistent cookies. Session cookies will only exist until you close your browser. Persistent cookies have a longer lifespan and are not automatically deleted once you close your browser. We use persistent cookies in Google Analytics to analyse visitor traffic and behaviour.
By using The Lenbrook website (www.thelenbrook.com) or proceeding with a booking, you are consenting to the above use of cookies.
Complaints Procedure
We trust you will have a trouble free and enjoyable stay with us, but we realise that occasionally things can go wrong. Should you feel you have any cause for complaint in any way please see Management immediately to give them a fair chance to correct the problem at the time it arises. It is considered extremely unreasonable for any guest to make any kind of criticism to us upon returning home therefore we will not enter into any such correspondence.
© The Lenbrook 2025. All Rights Are Reserved.