Wookey Hole Hotel Terms and Conditions

We hope you will enjoy your stay with us at the Wookey Hole Hotel. Please make sure you have read our booking terms and conditions to ensure a safe, comfortable and stress-free stay.

If you have any questions, please do not hesitate to contact our friendly team who will be happy to help with your query.

  1. Reservations

All standard reservations must be guaranteed at the time of booking with a credit/debit card to secure the room.

Please note that for package offers which include food, tickets or additional items, separate terms and conditions may apply, please contact the Wookey Hole Hotel if you would like further information.

Any discounts, offers or promotions MUST be stated at the time of booking, once a reservation has been made we will be unable to amend the booking to include these. Wookey Hole Ltd reserves the right to withdraw or change any of its promotions without prior notification.

For the purposes of booking the right room/package rates: Children aged under 3 years are classed as an infant, guests aged between 3-15 years are classed as a child. Guests aged 16 plus will be charged at the adult rate.

We reserve the right to cancel any reservation under the following conditions: a) the hotel or its booking system are closed or overbooked due to circumstances beyond our control b) the client becomes insolvent or enters into liquidation or receivership c) to avoid a breach of these conditions d) if it may prejudice the reputation, or cause damage to, the hotel.

In any of these circumstances, we will refund any advance payments, but accept no further liability. We reserve the right to cancel any booking for any reason provided the guest is notified within 24 hours of that reservation being made.

In the unlikely event that a service has been advertised at the incorrect rate, we will not be liable to supply that item to you at the stated price, provided that we notify you within 72 hours of the booking being made. If you choose not to continue the booking at the new price stated then you will be able to cancel the reservation free of charge. We will notify you by email or phone within the 72 hour period, if however we have no response within that time we will automatically cancel the reservation and send you a cancellation confirmation.

  1. Room Prices

Room prices are inclusive of VAT (at the current rate), prices listed are per room (unless otherwise stated). Wookey Hole Ltd reserves the right to review room prices.

  1. Payment

Wookey Hole Hotel accepts payment by credit or debit card (except Diners/AMEX). All reservations are subject to a card being held on file.

Payment for standard reservations (room only/bed and breakfast) will be taken in advance approximately 48 hours before arrival from the guarantee card given at the time of booking. If you would like to pay using an alternative card, please contact the hotel at least 3 days before arrival.

Package rates are charged at the time of booking. Terms and Conditions may vary.

Customers maybe asked to provide identification on check-in. Acceptable forms of ID include – Valid Driving License, ID Card or passport.

If you would like to set up a business account or alternative payment method (such as BACS), please contact the hotel team directly via hotel@wookey.co.uk

  1. Cancellations

For standard reservations (Room only/Room and Breakfast), there will be no cancellation charge as long as we are notified by 12pm, a full 48 hours prior to your booked arrival date. If the booking is cancelled later, or in the case of a no-show, the full stay will be charged.

For packages, you must cancel 14 days prior to your reservation date. A 25% charge will still be incurred of the final total cost. If you cancel within the 14 days prior to your arrival date, you will be charged of 100% of the booking.

When cancelling a reservation that has either been paid in advance or a deposit given, subject to the nature of the booking, the appropriate cancellation policy will apply. Any refunds due will be issued to the credit/debit card used for the booking. This is normally done by 9am on the next working day. A cancellation reference will be given and this should be kept as proof of cancellation.

Bookings made two day’s prior to the arrival date after 12pm are non-refundable.

  1. Arrivals and Departures

Rooms will be available from 4pm on the arrival date. If you would like to book an early check in we will do our best to accomodate you, but this may not be possible especially during busy periods.

We reserve the right to move / reallocate your reservation to a room of the same standard or upgraded room type (at no additional cost). Where possible we will give you notice of this. No refunds will be given unless we have had to move you to a standard room and you have paid for a larger room.

Rooms must be vacated by 10am on the day of departure. If you require a late check-out please speak to reception on arrival and we will do our best to accommodate this – this will be subject to an additional charge of £5. If you do not leave your room by 10am and have not arranged late check out you may be charged an extra nights accomodation.

  1. Group Bookings / School Visits / Wedding Parties

If you wish to make reservations for ten rooms or more please contact us directly for more information.

If you are staying with us as part of a wedding party, our bookings team will need the name of the wedding couple to book you in.

Our bookings department can be contacted on 01749 672243 – or via email at: hotel@wookey.co.uk

  1. Room specifics

Details of the configuration of different room types are available on the website.

We will only accept two adults per room, per booking.

Please speak to our bookings team when making your reservation if you are looking for a specific room configuration.

Accessible rooms have en-suite bathrooms with safety adaptations, we also have a lift in the Hotel.

We will make every possible effort to accomodate your particular requirements and make your stay as comfortable and enjoyable as possible, however, all rooms are subject to availability. We apologise in advance if we cannot fulfil your particular requests.

  1. Hotel Bar

The bar will be open from 10am daily and is open to everyone. Snacks are on sale from the bar and reception during normal bar opening hours. Under 18’s are not permitted to sit at the bar and must be accompanied by an adult when in the bar/restaurant area.

We reserve the right to refuse service or ask anyone to leave the bar/restaurant area.

Drinks may not be taken out of the Hotel at any time. Guests are welcome to take drinks back to their rooms or to the Games Room in a plastic glass.

  1. Breakfast and Restaurant

Breakfast is served in the restaurant between 7.30am – 10.00am daily.

Breakfast can be booked and paid for at the time of reservation or check-in. You will still need to reserve a table for breakfast even if you have booked a package which includes breakfast. This can be done online or at check in.

All other meals must be paid for separately at the time.

It may be possible to pre-arrange an earlier breakfast with the Hotel, please speak to reception on check-in to see if this is possible.

Package deals including breakfast may have different stipulations, please check the terms and conditions of your package.

Package deals include a continental breakfast, you are able to upgrade to a cooked breakfast for a small charge of £2.00 per adult and £1.00 per child, this can be done upon reservation or at check-in.

Anyone aged 16 or over will be charged the adult rate for continental/cooked breakfast. Guests aged 3 -15 years will be charged the child rate for continental/cooked breakfast.

Evening meals are available in the restaurant between 6.00pm – 9.00pm.

  1. Additional information regarding Wookey Hole Hotel

Please note that the Hotel has a number of dog friendly rooms. These are very popular and subject to availability and must be requested at reservation. Unfortunately dogs are not allowed in the Bar/Restaurant during food service hours.

There is a strict a no smoking policy within the Hotel. Smoking in the Hotel/rooms and or balcony’s will result in an automatic fine of £150. You may also be asked to leave the Hotel (and not be eligible for a refund).

The Hotel has a selection of DVD’s that guests are welcome to borrow. DVD’s can be borrowed for a refundable deposit of £10 per DVD. Any DVD’s that are lost, not returned or damaged will lose the refundable deposit. We can only accept a cash deposit for this service.

The Hotel Games Room is also available for guest only use. Please ask at reception for opening times during your stay.

Protecting our team
Wookey Hole Hotel has a zero tolerance policy on violence and abuse of our staff and guests. Anyone acting in a violent or abusive manner will be asked to leave and we will not hesitate to call the police to protect our staff and other guests.

Use of portable electronic equipment
Electrical appliances such as portable grills, cookers and toasters are not to be used in any of the rooms on site as they may trigger the sensitive fire alarm system. Anyone doing this will be charged the call out fee by the Fire Service.

Reselling Rooms
Re-marketing, advertising or offering for sale any Wookey Hole room / package is forbidden without prior agreement with Wookey Hole Ltd as part of a commercial agreement.

All damages within the hotel must be paid for. Rooms are checked and an inventory of room items is taken before each new guest visits. Damages/breakages or missing items will be charged at cost of replacement.

Wookey Hole Hotel is part of Wookey Hole Ltd.

Wookey Hole, Wells, Somerset, BA5 1BB

Tel: 01749 672243
Fax: 01749 677749
E-mail: hotel@wookey.co.uk
Website: wookey.co.uk