Terms & Conditions
Check-in / Check-out
Check in is from 3.00 pm on the day of arrival. Please advise us if you wish to check in after 7pm.
Check-out is by 11.00 am on the day of departure.
Requests for an early check-in cannot be guaranteed in advance under any circumstances and are subject to availability on the day.
Requests for a late check-out cannot be guaranteed in advance under any circumstances and are subject to availability on the day. Late check-out is charged at £15.00 per hour, subject to availability.
Please make our team aware of any disabilities prior to arrival, so we can cater for you in the most efficient and helpful way.
The Tontine Hotel has wheelchair access to the property and a lift serving our rooms in our annex, however, please note that none of our rooms are classified as disabled access bedrooms.
In the rare occasion of our lift being out of order, we will endeavour to provide alternative ways to access your room (e.g. stair lift), however this cannot be guaranteed.
Family Rooms & Twin Rooms
The Tontine Hotel offers a limited amount of Family Rooms which can also be booked as Twin Rooms direct with the hotel via phone 01721 720 892 or email firstname.lastname@example.org
Please note that the maximum occupancy for one room is based on 2 adults, subject to availability.
Our Family Rooms can accommodate up to 2 adults and 1 child, subject to availability. Additional children in Family Rooms can be arranged directly with the hotel, subject to availability and supplements apply.
Infants up to the age of 3 years stay free (Bed & Breakfast basis).
Children between the age of 4 and 15 in a Family Room on a Bed & Breakfast basis are charged as follows:
1st & 2nd child 4 – 15 years: £15.00 per child (Bed & Breakfast basis)
Dinner is charged based on consumption from the dinner menu.
The Tontine Hotel highly recommends booking your restaurant reservations prior to check-in as availability can be limited and cannot be guaranteed.
Breakfast is served 7.30am – 9.30am Daily
Lunch is served 12.00pm – 2.30pm Daily
Afternoon Tea is served from 3.00pm – 5.00pm Daily
Dinner is served 6.00pm – 8.00pm Daily
Other times may be accommodated by prior arrangement.
Please advise our team of any dietary requirements or allergies prior to check in, so our head chef can endeavour to accommodate your requirements where possible, subject to availability.
The Tontine Hotel offers a limited amount of pet friendly rooms, subject to availability. Please book these direct with our team via phone 01721 720 892 or email email@example.com
The pet charge is £10.00 per pet per night.
Pets are allowed in the following areas of the hotel: pet friendly hotel rooms, the bar and bistro, provided that they are kept on a leash or in a cage in public areas of the hotel. All other areas of the hotel are not pet friendly including the main restaurant and lounge area.
Please do not leave your pet alone in your room for the safety of our Housekeeping staff.
Minimum booking age
The minimum age for a guest checking into The Tontine Hotel is 16, subject to possession of a valid payment method in their name (credit or debit card).
Your credit card on file will be pre-authorised with £0.01 to verify your payment method which is refunded immediately.
The Tontine Hotel offers complimentary Wifi access for all guests.
The Tontine Hotel endeavours to keep their wifi connection in working order at all times. In the event of maintenance issues or general issues with the wifi connection, the hotel will endeavour to notify the guest where possible, however no refunds or reductions of rate will be given to the guest as this is a complimentary service provided.
Damages to the hotel and facilities will be charged to the guest at £200 or the value of the damages, whichever is higher.
The Tontine Hotel has a strict non-smoking policy. Please use the designated smoking areas of the hotel. A fine of £500 will be charged to guests smoking in their rooms and management reserves the right to evict guests who have been found smoking in the property.
Your right to cancel
Best Available Rate
Best Available Rate room bookings may be cancelled 72 hours or more before 3pm on the arrival date. If you cancel your reservation before 72 hours or more before 3pm on the arrival date and have paid for the room in advance by debit/credit card, a full refund will be processed to the same debit/credit card normally before 9am the next working day though it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation.
If you cancel a reservation less than 72 hours before 3pm on the day of arrival (including any “no show”) and have not already paid for the room in advance you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the first night of your stay (for example dinner and breakfast (the following morning). A cancellation reference will be given and should be retained as proof of cancellation. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
If you decide to shorten your stay you must inform reception at the hotel that you are staying in by 11am on the day you wish to check out. Otherwise you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked and for any meals and other extras booked for the following day. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
The first night of any booking made after 11am on the day of arrival and the cost of any meals and other extras booked for the following day is non-refundable in the event of a cancellation (including any “no show”).
Advance Purchase Rate
Advance Purchase Rate room bookings the whole reservation becomes fully non-refundable and non-transferable including any associated meals and/or additional extras. Such cancellation charge is to compensate the hotel for the late cancellation and is not for any service.
Special Rates including Weddings, Theme Nights etc.
Any specially agreed rates will be treated as an Advance Purchase Rate.
You may wish to take out room cancellation insurance in case you need to cancel your reservation.
You are not entitled to cancel or withdraw from your reservation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Our right to cancel
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
- you do not pay us when you are required to do so; or
- you breach the contract between us in any way; or
- you have previously breached the contract between us in any way.
If we cancel your reservation 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.
Events outside our control
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
- if you have already paid for your room, we will refund your payment to you; or
- if you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.
Tontine Operations Limited operates the website www.tontinehotel.com (hereinafter referred to as the “Website”), The Tontine Hotel’s hotel reservation website.
The Website and Mobile Services enable users to reserve rooms and beauty treatments in the systems operated by Tontine Operations Limited.
Other services can be reserved through the Website or Mobile Services with partners of Tontine Operations Limited. Reservations are made directly between the customer and the partners of Tontine Operations Limited.
The customer confirms having received from Tontine Operations Limited all the necessary information on the Website or Mobile Services.
All reservations made via the Website or Mobile Services imply consultation and full and unreserved acceptance of these terms and conditions and the conditions of sale for the rate reserved.
Customers agree to these terms and conditions and the conditions of sale for the rate reserved at the time of reservation; no reservation is possible without this agreement.
Customers have the option of saving and editing these terms and conditions by using the standard functions on their browser or computer.
The Website and Mobile Services include the following information:
The legal notice enabling precise identification of Tontine Operations Limited and stating its corporate name, the address at which it operates, its email address, telephone number, registered office, individual VAT identification number, references related to its entry in the Register of Travel Agents and Other Tour Operators and, if different, the address of the establishment responsible for the offer.
The main features of the accommodation offered
Additional services offered (valid only on the Website)
General terms and conditions of sale and conditions of sale for the rate reserved
Validity of the offer and its price
Minimum length of the proposed contract, if applicable
Methods of payment accepted.
The main features of the accommodation offered, prices and available dates of the accommodation are shown on each hotel page during the reservation process.
Before ordering services, customers state that the reservation of these services is for their own personal use.
As consumers, customers have specific rights, which would be called into question in the event of the services reserved being used for the purpose of their commercial, industrial, business or professional activities.
All information available on the Website and Mobile Services is given in English.
Customers confirm that they have full legal capacity to commit to these terms and conditions.
The terms used in this document are defined as follows:
« acknowledgement of receipt »:
Email sent by the Website or Mobile Services to the customer summarizing the customer’s reservation and confirming its receipt by the Website or Mobile Services.
“confirmation of booking”:
Virtual document summarizing the services reserved by the customer on the Internet, and possibly stating the customer’s bank card number in the context of a prepayment or guarantee. Acceptance of the reservation confirmation by the customer constitutes a contractual commitment.
« customer »:
Individual acting for personal or professional reasons but without relation to hotel activity.
« consumer »:
Any individual acting for purposes that do not fall within the remit of his/her commercial, industrial, business or professional activity.
« email »:
Any message, in text, voice, sound, or image format, sent by a public communication network and stored on a network server or in the recipient’s workstation equipment until it is retrieved by said recipient.
« reservation request »:
Request for a hotel room reservation submitted by the customer via Mobile Services or the Internet.
« partners »:
Providers of services available through the Website or Mobile Services, and in particular, tour operators, car rental companies, and train and plane ticket providers.
« online reservation »:
Reservation of hotel rooms through the virtual reservation form on the Website or Mobile Services.
« service »:
Reservation of hotel rooms whose main features are given on the Website or Mobile Services.
All services and protocols making it possible to connect mobile terminals to the Internet, and in particular, enabling consultation and reservation of hotel services supplied by Tontine Operations Limited.
« website »:
Electronic service operated by Tontine Operations Limited on the Internet, available at www.tontinehotel.com
These terms and conditions define the rights and obligations of the parties within the scope of the remote reservation of services offered by Tontine Operations Limited through its Website and Mobile Services.
They cover all stages required for reservation and post-reservation between the contracting parties.
Customers acknowledge having read and accepted these terms and conditions of sale and the conditions of sale of the rate reserved, available on the Website and Mobile Services. These terms and conditions also include the Customer Personal Data Protection Charter. By accepting these terms and conditions, customers expressly accept the provisions of this Charter.
Scope of application
These terms and conditions of sale apply to all reservations made on the Internet, via the Website or Mobile Services.
These terms and conditions of sale apply for the entire duration that Tontine Operations Limited services are available on the Website and Mobile Services.
Tontine Operations Limited reserves the right to temporarily or permanently shut down access to its Website and/or Mobile Services or online booking space without prior notice.
Customers select the services displayed on the Website or Mobile Services.
Customers confirm that they are aware of the nature, purpose and reservation methods of the services available on the Website or Mobile Services and have requested and obtained the necessary and/or supplementary information needed to make the reservation in full knowledge of the facts.
On the Website, customers can reserve, as individuals and for their own personal requirements, a maximum of three (3) rooms per reservation and on Mobile Services a maximum of one (1) room. For reservations relating to business groups, meetings, seminars etc. customers should call The Tontine Hotel directly.
Customers are solely responsible for their choice of services and the suitability of those services for their needs. The Tontine Hotel cannot be held responsible in this respect.
The reservation is deemed to have been accepted by the customer at the end of the reservation process.
Reservations by customers are made using the virtual reservation form available online on the Website or through the Mobile Services.
A reservation is deemed to have been made on receipt by Tontine Operations Limited of the reservation form or reservation request, or when an online prepayment is made by bank card.
Prior to any reservation, customers must complete the information required on the reservation form or request.
Customers attest to the truth and accuracy of the information submitted.
The reservation process includes the following main steps:
Step 1: Finding a hotel and selecting a room and rate.
Step 2: Selecting, where applicable, one or more supplementary services (applies to the Website only).
Step 3: Checking the reservation details, total price and applicable terms and conditions of sale, and making any necessary changes to the selection (room, rate, supplementary services), in the case of online reservations only.
Step 4: Completing the customer’s details.
Step 5: Entering credit card details in the case of guarantee request or prepayment.
Step 6: Consulting and accepting the terms and conditions of sale and the conditions of sale for the rate reserved before confirming the reservation.
Step 7: Reservation confirmation by the customer.
Reservation acknowledgement of receipt
The Website and Mobile Services acknowledge receipt of the customer’s reservation by email immediately.
For online reservations, the emailed acknowledgment of receipt of the reservation summarizes the contract offer, services reserved, prices, conditions of sale accepted by the customer relating to the rate selected, date of reservation, information relating to the after-sales service, and the address of the hotel vendor’s premises to which the customer should send any complaints.
For complaints relating to hotel reservations, Customer Service is at your disposal.
Please use our Contact section
The postal address is:
The Tontine Hotel
Code of conduct
The Tontine Hotel places great emphasis on providing a pleasant and safe environment for all its guests, visitors and staff.
As such, we reserve the right to ask any guest who is abusive, threatening or offensive to our guests or staff to leave the Hotel immediately and incur any relevant early departure charges.
Reasons for summary eviction include drunkenness, unreasonable behaviour, foul or abusive language, racist comments, making excessive noise both inside and outside the buildings, wilful or negligent damage of Hotel property, suspected theft from the company or other guests, trespass in staff only areas, wilful avoidance of agreed charges, consumption of food or drink other than that supplied by or through the Hotel, and suspected use of illegal drugs – although this list is not exhaustive.
Failure to leave the Hotel and premises when required to do so by the Duty Manager is a criminal offence under Licensing Law and may be reported to the police.
It also constitutes trespass and renders the trespassers liable for the costs of security enforcement.
The Tontine Hotel has Internal Regulations for customers. Customers accept and undertake to respect these regulations. In the event that a customer fails to respect one of the provisions of the Internal Regulations, the hotelier will be obliged to ask the customer to leave the hotel with no compensation and/or refund if a payment has already been made.
The Tontine Hotel offers free WIFI access that allows customers to connect to the Internet. Customers undertake to ensure that computing resources made available to them by the hotel are not used in any way for reproduction, representation, provision or communication to the public of works or objects protected by copyright or a related right, such as texts, images, photographs, musical works, audio visual works, software or video games, without the authorization of the copyright holder provided for in Books I and II of the Scots Intellectual Property Code when this authorization is required. Customers who do not comply with the above obligations risk being found guilty of infringement of copyright (Scots Intellectual Property Law), punishable by a fine and imprisonment. Customers are also required to comply with the security policy of the hotel’s Internet service provider, and with the rules for the use of security resources whose purpose is to prevent the illicit use of computing resources, and to refrain from any act that might undermine the effectiveness of these resources.
Customers will receive a contractual guarantee applicable to the service.
Photographs displayed on the Website and Mobile Services are not contractual. Although every effort is made to ensure that photographs, graphic images and text used to illustrate hotels provide as accurate an impression as possible of the accommodation offered, variations may occur, in particular as a result of changes to furniture or possible renovations.
Tontine Operations Limited cannot be held responsible for the non-fulfilment or inadequate fulfilment of the reservation in cases of force majeure, actions of third parties, and actions of customers, in particular the non-availability of the Internet network, inability of accessing the Website, external intrusion, computer viruses, or non-authorized prepayment by the card holder’s bank.
Hyperlinks may link to sites other than the Tontine Operations Limited Website or Mobile Services. Tontine Operations Limited accepts no responsibility for the content of these websites or the services offered on them.
Any reservation or payment that is irregular, ineffective, incomplete, or fraudulent for any reason attributable to the customer will result in the cancellation of the order at the customer’s expense, without prejudice to any civil or criminal action brought against the customer.
Complaints relating to the failure to execute or poor execution of hotel services must, under penalty of foreclosure, be made known to Tontine Operations Limited in writing within eight days of the date of departure from the hotel, either directly to the hotel or to the Customer Service address indicated above.
Prices relating to the reservation of services are indicated before and during reservation.
Prices shown are per room for the number of person(s) and date selected.
Prices are confirmed to the customer inclusive of all taxes in the commercial currency of the hotel (which in some cases may differ from the hotel’s local currency) and are valid only for the period stated on the Website or Mobile Services.
If payment to the hotel is made in a currency other than the currency confirmed on the reservation, the customer is liable for the exchange fees.
All reservations, regardless of their origin, are payable in the hotel’s local currency unless specifically indicated otherwise at the hotel.
Unless stated otherwise on the Website, additional services (breakfast, half-board, full-board etc.) are not included in the price. Unless stated otherwise on the Mobile Services, breakfast is not included in the price.
Tourist tax, specified on the rates page, must be paid directly to the hotel, with the exception of online prepayments where this amount may be included.
Prices are inclusive of VAT applicable on the day of reservation and any change to the applicable VAT rate will be automatically reflected in the prices shown on the date of billing.
Any change or introduction of new legal or regulatory taxes imposed by the competent authorities will be automatically reflected in the prices shown on the date of billing.
Conversion into foreign currency is given as an indication and is non-contractual. Only the currency confirmed on reservation is guaranteed (if this currency is different from the one used in the hotel, possible exchange fees will remain the customer’s responsibility).
If a rate states that payment is to be made on arrival at or departure from the hotel, and the customer’s currency is not the same as that of the hotel, the rate debited by the hotel may differ from that indicated when the reservation was made, on account of a possible difference between the exchange rate on the date of reservation and the dates of the hotel stay.
When confirming the customer’s reservation, Tontine Operations Limited will state the total amount of the order.
Rates may be increased by different taxes according to cities/countries. Customers undertake to pay the various taxes, without complaint to Tontine Operations Limited.
Customers provide credit card details as a guarantee of the reservation except where special conditions or rates apply, using a credit card or charge card (Visa, MasterCard, American Express, Diners Club etc.) according to the hotel selected, indicating directly in the area provided for this purpose (secure entry by SSL encryption) the card number without spaces, the expiration date (the card used must be valid at the time of the stay) and the card security code in the relevant fields (secure entry by SSL encryption) as prepayment via Global Payments. The hotel can also ask for a piece of identification in order to prevent bank card fraud.
Payment is debited at the hotel during the stay, except in the case of special conditions or rates when payment is made at the time of reservation (online prepayment on certain rates). This prepayment serves as a deposit. In the case of a rate not prepaid online, the hotel may ask the customer on arrival for a deposit or an authorization to debit the credit card, in order to guarantee payment of the amounts corresponding to the services provided by the hotel.
In the event of a no-show (reservation not cancelled – customer fails to arrive) when a reservation has been guaranteed by credit card, the hotel will debit a compensatory flat rate, equivalent to the amount of the first night, from the customer’s credit card that was given to guarantee the reservation. Any additional nights reserved will be cancelled without charge unless indicated otherwise in the conditions of sale for the rate reserved.
Payment cards may be refused for several reasons: stolen or blocked card, credit limit reached, entry error etc. In the event of a problem, customers will need to contact both their bank and the hotel in order to confirm the reservation and payment method.
At the time of prepayment, the amount debited for the reservation includes the price of accommodation, taxes related to the accommodation, the price of meals if breakfast is selected, taxes related to meals and any other supplementary services selected by the customer (as mentioned in point 15.6).
In the case of a rate subject to prepayment online, the amount paid in advance, namely the deposit, is debited at the time of reservation.
The Tontine Hotel can generate invoices/bills by electronic means. The original file is certified and available online from the email address communicated by the hotel.
Customers are informed, on every personal data form, of the mandatory or optional nature of responses by the use of an asterisk.
If information identified as mandatory is not provided, Tontine Operations Limited may be unable to register the reservation, manage the customer’s participation in the loyalty program or manage complaints made by the customer.
Information processed is intended for Tontine Operations Limited, its group entities, partners, service providers (in particular providers of online payment) and hotels.
Service provider entities and Hotels may be established outside the European Union.
In the framework of pre-contractual measures for the purposes of reservation or execution of the hotel reservation contract, each may in so far as it is concerned, be the recipient of identification data, personal and professional data, and economic and financial information, in particular for purposes such as hotel reservation, management of the loyalty program, and complaints management.
Tontine Operations Limited has obtained authorization from the CNIL (Commission nationale de l’informatique et des libertés – Scots data protection authority) (Decision DF-2014-345 of June 4, 2014) allowing Tontine Operations Limited to transfer the categories of data mentioned above to all countries in which subsidiaries, service providers and franchise hotels of Tontine Operations Limitedare established, for the purposes of customer relations management, reservations, customer preferences and the management of marketing and promotions.
Customers authorize Tontine Operations Limited to communicate their personal data to third parties on the condition that such communication is deemed necessary for Tontine Operations Limited to carry out its operations as stated in these terms and conditions and in line with the Customer Personal Data Protection Charter.
During online payment in particular, customer bank details must be transmitted by the payment service provider (Global Payments) to the hotel’s bank in order to execute the hotel reservation contract. Customers are informed that this transfer of data may therefore take place in foreign countries that do not have adequate personal data protection as understood by the Scots Data Protection Act. However, customers consent to this transfer that is necessary to make their reservation. In their professional capacity Global Payments have made a commitment to Tontine Operations Limited to take every possible security measure to ensure that the confidentiality of data in the aforementioned transfers is respected.
Customers have the right to oppose, at no cost, the use of their data for market research and commercial purposes. They also have the right to object for legitimate reasons, to question, access and correct their data by writing to firstname.lastname@example.org. Tontine Operations Limited may in particular email customers its Newsletter, promotional offers and satisfaction questionnaire following a hotel stay. A link allowing customers to unsubscribe can be found at the bottom of all commercial marketing emails.
Tontine Operations Limited may process personal data for the purposes of prevention and safety of property and persons, and to respond to outstanding debts. For these reasons, the hotel may decide to include in the category of “blacklisted” customers, any customer whose behaviour has been inappropriate in the following ways: aggression and rudeness, non-compliance with the hotel contract, failure to observe safety rules, theft, damage and vandalism, or payment issues. These data are mandatory. The status of blacklisted may cause the hotel where this listing originated to refuse a customer’s reservation when he/she returns to the same hotel, during a period, depending on the reasons, of 122 or 450 days (in cases of aggression toward staff and/or customers, fighting within the hotel grounds, insults, threats or threatening behaviour to staff and/or customers, noisy behaviour disturbing other customers, damaging security and/or safety equipment, unnecessarily triggering safety equipment, or other actions causing safety risks to staff and/or customers). Data relating to the identity and blacklisted status of the customer are intended for authorized personnel in the hotel where the listing originated, as well as for Tontine Operations Limited and its hotel reservation service providers who may be outside the European Union, in Morocco, a country without equivalent protection, or in the United States. Dataflow to Morocco are contractually regulated by standard contractual manager-to-subcontractor clauses defined by the European Commission. Dataflow to the United States are made to an entity belonging to Safe Harbour.
The personal data protection policy can be consulted in the “Personal Data Protection Charter”.
Agreement on evidence
Entry of the necessary credit card / bank details and acceptance of these terms and conditions and the reservation form or request constitute an electronic signature equivalent in stature to a physical signature between the parties.
The computerised records retained in the IT systems of Tontine Operations Limited will be kept under reasonable levels of security and will be considered as proof of communication, orders and payments between the parties.
Customers are hereby informed that their IP address are recorded at the time of reservation.
In the event that the chosen hotel is not available, or in cases of force majeure, the hotel reserves the possibility of accommodating the customer totally or partially in a hotel of equivalent category for the same type of services. Any additional cost of the room, transport between the two hotels or telephone calls remain the responsibility of the chosen hotel.
Tontine Operations Limited cannot be held responsible to the customer if it fails to carry out its obligations as a result of force majeure. Cases of force majeure or acts of God are those events usually recognized as such by the jurisprudence of Scots Courts and Tribunals.
Settlement of disputes
In the event of a dispute relating to these terms and conditions, customers are informed by Tontine Operations Limited of the possibility of recourse to a conventional mediation procedure or to any alternative method of dispute settlement.
Guests should first contact customer services or the hotel to attempt to resolve the dispute amicably.
These terms and conditions of sale are governed by Scots law without obstructing the mandatory protective provisions that may be applicable in the consumer’s country of residence.
Entirety of agreement
These terms and conditions of sale, conditions of sale for the rate reserved by the customer, and the reservation form or request express the parties’ obligations in their entirety.
No general or specific condition communicated by the customer can be incorporated into these terms and conditions.
The documents constituting the contractual obligations between the parties are, in descending order of priority, the reservation form or request (covering the specific conditions of the rate reserved) and these terms and conditions.
In the event of a discrepancy between the reservation form and the terms and conditions, only the provisions in the reservation form will apply for the obligation in question.
Development/modification of the terms and conditions of online sale
These terms and conditions of online sale may be modified and/or supplemented at any time by Tontine Operations Limited. In this case, the new version of the terms and conditions of online sale will be put online by Tontine Operations Limited and will automatically apply for all customers with immediate effect.
Customers should also consult the supplementary terms and conditions of sale related to each rate, room type or service type shown on the price list.