Terms & Conditions

BOOKING CONDITIONS

The following booking conditions together with the general information contained on this website form the basis of your contract with Roker Hotel trading as Best Western Hotels. Please read them carefully as they set out our respective rights and obligations. Please note: To make a booking, you may either book online (where available), telephone Best Western Reservations Centre on 0800 393130 or telephone the hotel concerned direct on the number given within the hotel description.

Please note: We Best Western act as agent only in respect of all bookings they take or make on your behalf. Best Western accept no liability in relation to any contract you enter into or for any hotel accommodation and/or other arrangements that you book (‘arrangements’) or for the acts or omissions of any hotel or other person(s) or party(ies) connected with the arrangements. For all bookings your contract will be with the Roker Hotel. That hotel’s booking conditions will apply to your contract.

 

RATES, PAYMENT, CHANGES AND CANCELLATION

BEST AVAILABLE RATES

These are rates based on room only and bed & breakfast and at some hotels, a dinner, bed & breakfast option is available. The following terms apply to bookings made at these rates:-

 Fully flexible rate

Credit card guarantee required at time of booking

Payment will be required on departure from the hotel.

Cancellations and amendments are available up to the time of the cancellation policy of each hotel which is confirmed at the time of booking, after this 1 night’s accommodation charge will be levied by the hotel

 

SAVER PREPAID RATE/ MULTI NIGHT OFFER

From Monday 18 May 2020 until 31 December 2020 all saver prepaid rates can be amended or cancelled up to 7 days prior to arrival.

These are reduced rates based on room only, bed & breakfast or dinner, bed and breakfast where bookings are made at least 3 days in advance. The following terms apply to bookings made at these rates:-

Full credit card prepayment is required for duration of stay

Prepayment charged to the credit card between time of booking and day of arrival.

The hotel will not refund the payment in the event of a cancellation or non-arrival.

No changes can be made to the booking without the hotel levying cancellation charges of the full cost of the booking.  

 

PAYMENT

In respect of all arrangements requiring payment prior to the start of the arrangements in question, if we do not receive all payments due in full and on time, we are entitled to assume (on behalf of the hotel (s) concerned) that you wish to cancel your booking. In this case, we will be entitled to keep all monies paid or due at that date and you must pay the cancellation charges shown above depending on the date we reasonably treat your booking as cancelled (on behalf of the hotel (s) concerned).

As we act only as agent for the hotel (s) concerned, we reserve the right to pass on to you in full all additional costs and charges of whatever nature imposed by the hotel (s) in accordance with its own terms and conditions.

Except where otherwise advised or stated in the booking conditions of the hotel concerned, all monies you pay to us for arrangements will be held on your behalf until the arrangements in question have been performed, after which, we will hold them on behalf of the hotel(s) concerned.

Payment for incidental extras (e.g. mini bars, telephone charges, etc.) must be made directly to the hotel before you check out.

 

YOUR CONTRACT

A binding contract between you and the hotel concerned comes into existence when we send your confirmation invoice to the party leader and the terms and conditions of the hotel, in addition to these conditions, will be applicable to the contract. English Law will apply to our agreement and to any dispute or claim which arises between us out of it. Any such dispute or claim must be dealt with by the Courts of England and Wales. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so. Changes to these Booking Conditions or the General Information shown in our website will only be valid if agreed by us in writing.

 

CHANGES BY YOU

Should you wish to make any changes to your confirmed booking, you must notify us in writing or contact us on 01915671786  as soon as possible. Whilst we will try to assist you we regret amendment requests cannot always be met. Where an amendment can be made, any costs incurred by ourselves and any costs or charges incurred or imposed by the hotel will be payable. See also, the specific terms detailed above.

 

CANCELLATION BY YOU

Should you or any member of your party need to cancel your chosen break once it has been confirmed, the party leader must immediately advise our Reservations Centre on 0191 5671786 or cancel online. Your notice of cancellation will only be effective when it is received by our Reservations Centre, at which time you will be given a cancellation number relating to the date and time of your call / online cancellation. You must keep this for reference. The cancellation charges of the hotel concerned will apply.

 

CHANGES AND CANCELLATION BY US

If there is a change to or cancellation of your booking we will pass on the new details to you together with any compensation that the hotel may offer. As agent only for the hotel we cannot accept any liability for any changes or cancellations made to your booking.

 

INSURANCE

You are strongly recommended to take out personal travel insurance for all members of your party. Please note that not all insurance policies intended for travel overseas are adequate to cover you for the hotel stays featured on our website. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. We do not check insurance policies.

 

FORCE MAJEURE

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, Pandemic,  adverse weather conditions, fire and all similar events outside our control.

 

COMPLAINTS AND PROBLEMS

In the event that you have any reason to complain or experience any problems with your break whilst away, you must immediately inform the hotel  in question. Any verbal notification must be put in writing. If you remain dissatisfied, however, you must write to the hotel’s general manager within 28 days of the end of your stay giving your booking reference and full details of your complaint.

 

BEHAVIOUR

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the hotel or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. The Roker Hotel reserve the right at any time to terminate your stay or that of any member of your party due to misconduct, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the hotel nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay being terminated.

 

SPECIAL REQUESTS AND MEDICAL PROBLEMS

If you have any special request, you must advise us at the time of booking. Although we will endeavour to action any reasonable requests, we regret neither we nor the hotel concerned can guarantee any request will be met unless we have written to you with specific confirmation that it will. Confirmation that a special request has been noted or passed on to the hotel or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

If you or any member of your party has any medical problem or disability which may affect your booking, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give full details in writing at the time of booking. If the hotel reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right on behalf of the hotel(s) concerned to decline their reservation or, if full details are not given at the time of booking, cancel on behalf of the hotel(s) concerned when we become aware of these details.

Hotels that show the Disabled Facilities symbol in their entry have had their facilities inspected by an approved independent inspector e.g. Tourism for All, or regional tourist boards. A number of other hotels within the group do have facilities for disabled guests however they may not have an official accreditation. We do therefore strongly recommend you check with either our reservations centre or the hotel directly before booking to ensure your chosen hotel can meet all your requirements.

Alternatively, if you have difficulty walking but do not require a specially adapted room, you may request a room near to reception on the ground floor for easier access. However ground floor or adapted rooms may have limited availability, and cannot be guaranteed to be allocated on arrival. Again it is advisable to ensure that we are fully aware of all circumstances on making the booking to ensure that your chosen hotel has the availability to meet your requirements in full.

Guide dogs are welcome at all Best Western hotels, but please make us aware of your requirements at the time of booking.

 

TRAVEL DOCUMENTS

You are responsible for having all proper travel documents and vouchers. If you are unable to travel or complete a stay by reason of not having proper documents you will not be entitled to any refund and we will not be liable for any cost or expense that you may incur as a result.

 

GENERAL INFORMATION

CHILD POLICY

Our free children’s accommodation offer is subject to the availability of a family room accommodating up to 2 adults & 2 children (minimum two paying adults). Extra beds and interconnecting rooms may incur a supplement charge.

Children who are aged 12 or under at the time of their stay eat breakfast for free in conjunction with the purchase of an adult breakfast (as part of a breakfast inclusive rate).

A breakfast inclusive rate must be booked in order to benefit from the offer.

Please note this offer only applies to children who are aged 12 and under at the time of their stay.

Children’s meals (except breakfast) are not included in this offer and will be charged as taken at the hotel.

In many cases, children’s meals are available from special children’s menus or as children’s portions. A maximum of 2 children under the age of 12 stay and eat breakfast for free with 2 paying adults. 

The child policy does not apply to Best Western Rewards free night stays.

 

INCLUDED IN THE PRICE 

Accommodation with private en suite bathroom (some rooms may have a shower facility instead of a bath), colour TV, telephone and tea/coffee making facilities.

Where breakfast is included in the price a traditional breakfast will be provided each morning.

All VAT and service charges, where applicable.

Dinner, bed & breakfast prices includes a 2 or 3-course table d’hôte evening meal with coffee. Selected hotels offer a à la Carte allowance as an alternative to the set evening meal.  

Free wifi for guests staying overnight.

 

NOT INCLUDED IN THE PRICE

Hotel supplements e.g. for single occupancy or additional room facilities (e.g. superior rooms/suites). If booking by phone, the amount will be advised at the time of booking.

Expenses incurred at your hotel, including (but not only) use of minibar, safety deposit box, external phone calls, room service, meals (other than breakfast and those stated at the time of booking). Etc.

Items of personal expenditure.

Personal travel insurance.

Any items not mentioned in ‘Included in the price’.

 

HOTEL INFORMATION

Hotels may withdraw or change facilities and services. If possible, we will inform you of any changes before you travel if we believe this will have a significant effect on your stay. Our photographs are intended to give you a general impression of the hotel. Variations can occur from room to room.

Classification: The star ratings shown are based on the latest official inspection. The AA or the Tourist Boards annually inspect all Best Western hotels.

Meals: The Roker hotel provides a full traditional breakfast that offer a continental breakfast. Bed and Breakfast means breakfast is the only meal included in the price. This may be a full traditional or continental breakfast. You will be advised at the time of booking. Dinner, Bed & Breakfast means breakfast and evening meal (or a la carte allowance) are included in the price. If you have any special dietary requirements please let us know so that we can tell the hotel before you travel, but note we cannot guarantee that the hotel can satisfy your request.

 

Rooms & facilities:

Public facilities, e.g. bars and restaurants, may only open if there is sufficient demand, particularly in low season. Hotels may have to redecorate or refurbish when you are visiting, which may mean the temporary closure of public rooms or facilities. Rooms may be twin or double. A double bed may consist of twins pushed or joined together. Hotel rooms may be allocated in any part of the property (including annexes, new extensions). Please note that rooms sleeping three/four persons may offer any combination of single, double and foldaway beds. A single room supplement may be payable, and this will be advised to you before booking. Non-smoking bedrooms are available at all hotels.

Check-in: On arrival, your room is normally available after 3pm. If you plan to arrive after 8pm please advise the hotel directly by calling the number given in the hotel description. Failure to confirm late arrival with the hotel or Central Reservations may result in your room being resold, and our cancellation terms will apply.

Car parking: You will find free parking at the Roker hotels. Parking is free of charge

 

WEBSITE AND PRICING DETAILS

Please note, the information and prices shown on this website may have changed by the time you come to book your arrangements. Whilst every effort is made to ensure the accuracy of the website and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check all details of your chosen arrangements (including the price) with us at the time of booking.

A valid credit card is required to check in. If you do not have a valid credit card or do not wish to use a credit card, please contact the hotel to find out what the check-in policies are before booking.