Win a One Night Stay at the Land’s End Hotel

TERMS AND CONDITIONS

1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we provide accommodation
services to you.
1.2 Why you should read them. Please read these terms carefully before you submit you make a booking
with us. These terms tell you who we are, how we will provide accommodation and services to you, how
you and we may change or end the contract, what to do if there is a problem and other important
information. If you think that there is a mistake in these terms, please contact us to discuss.
1.3 What these terms do not cover. Additional terms and conditions and policies may apply for other
offerings such as our:
(a) Group booking terms and conditions;
(b) Event bookings terms and conditions; and
(c) Wedding booking terms and conditions.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Heritage Attractions Limited (CRN: 03741747) registered in England and Wales,
whose registered office address is at 5th Floor, 88 Church Street, Liverpool, England, L1 3HD.
2.2 How to contact us. You can contact us by email to reserverations@landsendhotel.co.uk or by writing to
us at Reservations, The Land’s End Hotel, Land’s End, TR19 7AA.
2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at
the email address or postal address you provided to us in your booking.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes
emails.
3. INTERPRETATION
3.1 Definitions
In these terms and conditions (“Reservation Conditions”), the following definitions shall apply:
Accommodation: The Land’s End Hotel or any part of it, Penwith House, The Saddlerooms and
The Stablerooms or any part of them;
Groups Terms: Heritage’s accommodation Groups Policy.
‘Heritage’/’Us’/’We’/’Our’: Heritage Attractions Limited (CRN: 03741747) registered in England
and Wales, whose registered office address is at 5th Floor,88 Church Street, Liverpool, England,
L1 3HD;
Guests: People who have made reservations at the Accommodation.
Weddings & Events Terms & Conditions: Heritage’s Weddings Terms & Conditions.
3.2 Guests are admitted to this Accommodation subject to the Reservation Conditions. By making a
reservation, guests agree to comply with these Reservation Conditions.
3.3 Whilst staying at the Accommodation, all Guests must comply with any reasonable instructions given to
them by Heritage personnel or any third party instructed on our behalf. Heritage reserves the right to
vary these Reservation Conditions at any time without prior notice.
3.4 By making a reservation at the Accommodation, guests accept that they have a duty to take reasonable
steps to ensure their own safety, taking into account any personal medical conditions. All persons in and
around the Accommodation should behave in a safe manner at all times.
3.5 We reserve the right to accept or decline bookings entirely at our discretion.
3.6 If you think that there is a mistake in your reservation or if you require any changes to a confirmed
reservation, please contact us to discuss.
3.7 You, as the person making the booking, will be responsible for all members of your party. You must be
at least 18 years old at the time of booking and children under the age of 18 must be accompanied by
an adult.
3.8 We can only discuss your bookings (including any changes) with you – we can’t discuss your booking
with another member of your party, unless you give express consent in writing for us to do so.
3.9 Dinner reservations cannot be guaranteed at the point of booking. Reservations can be made via the
guest portal and are subject to availability and written confirmation. Reservations will only be confirmed
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once written confirmation is received. Please note that any price you have been offered currently cannot
be guaranteed should you not complete your booking at this stage.
3.10 For Event & Wedding packages, please refer to the separate Wedding and Event Terms which will be
provided to you by the co-ordinator during the booking process.
4. PRICING
4.1 We use dynamic pricing and our room and property prices vary according to demand and availability.
At the point you make a reservation request, we'll provide a price for the rooms and number of nights
you've requested. The price you pay will be the price quoted to you at the point you make a reservation.
4.2 We try to ensure that our website, third-party booking sites, and other marketing materials relating to
our prices and services are accurate, but any such information is indicative only and we cannot
guarantee that such content and rate is accurate, complete, or up-to-date.
4.3 Room prices are normally quoted per room, per night and are inclusive of VAT at the applicable rate at
the time of your reservation. If the VAT rate changes between the date of your reservation and the date
of your stay, we may adjust the rate of VAT but the price you pay will remain the same.
4.4 Meals and other extras are not included in the room price unless agreed but you may be able to add
them to your reservation during the booking process or they may be available to you during your stay.
4.5 Special requests must be requested at the time of booking and no later than 14 days prior to travel.
Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request.
4.6 Prices given in the booking confirmation include any charges for utilities and fuel that may be applicable
to the Accommodation selected.
4.7 A booking of five rooms or more is classified as a group and is subject to our Group Terms.
5. CANCELLATION
5.1 Bookings made on Heritage’s base rate are fully refundable unless otherwise stated up to 72 hours prior
to arrival.
5.2 Bookings made under a special offer or discounted rate are non-refundable.
5.3 If you wish to cancel a confirmed booking you must let us know by telephone, email or in writing as soon
as possible quoting your booking reference and, in any event, within the period specified above. If you
cancel within this period, your booking will be cancelled with effect from the day we receive your
telephone call, email or written notification.
6. IF WE NEED TO CHANGE OR CANCEL YOUR BOOKING
6.1 We don’t expect to have to make changes to your booking, however sometimes circumstances arise
which mean bookings have to be changed or cancelled. We will only change or cancel your booking:
(a) if necessary to perform or complete essential remedial or refurbishment works;
(b) to comply with law; or
(c) for other reasons unforeseen at the time you made your booking which are beyond our
reasonable control. This may include occasions where the Accommodation becomes inaccessible
due to a Meteorological Office Severe Weather Warning or other severe weather event or for
public health reasons.
6.2 If we do need to change or cancel your booking for the reason set out in Section 6.1(a), we will do our
best to offer you a suitable alternative booking. If we’re not able to offer you a suitable alternative, or
if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund
you the total amount you have paid us for the booking.
6.3 If we do need to change or cancel your booking in line with Section 6.1(a), we’ll only be responsible for
foreseeable losses that you suffer as a result of that change or cancellation. This includes refunding the
price of your booked Accommodation. We will not, however, be responsible for any unforeseeable
losses you suffer as a result of that change or cancellation. A loss is foreseeable if it is an obvious
consequence of our change or cancellation of your booking or if it was contemplated by you and us at
the time we entered into this contract.
6.4 If we do need to change or cancel your booking in line with Section 6.1(b) or (c), we'll do our best to
offer you a suitable alternative booking for either the same date(s) or alternative date(s). If we cannot
offer you an alternative booking, or you do not accept the offer, a full refund will be issued.
7. MAXIMUM OCCUPANCY FOR YOUR ACCOMMODATION
7.1 You must ensure that the maximum number of persons occupying the Accommodation does not exceed
the maximum occupancy limits set out on our website and in your booking confirmation. You must not
bring additional camp beds to the Accommodation or allow tents, caravans or campervans at the
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Accommodation. For the purposes of occupancy limits a child over the age of 2 is considered an
occupant.
7.2 Maximum occupancy limits are determined with regard to the facilities, space and equipment available
at the Accommodation and applicable health and safety and regulatory requirements. For this reason,
compliance with maximum occupancy requirements is very important and so, if you exceed the
maximum occupancy limits as described in this Section, we reserve the right to require you to leave the
premises (without any compensation or refund).
8. GUESTS' OBLIGATIONS
8.1 We may develop and implement safety measures from time-to-time in response to the public health
regulations and which are there to safeguard the safety and wellbeing of our staff and all guests visiting
our Accommodation. Where we have put these measures are in place, we do so in the interest of
everyone at our Accommodation and so if any individual fails to comply with these safety measures, we
reserve the right to require that individual to leave the Accommodation in accordance with these terms
and conditions (without any compensation or refund).
8.2 You’ll be provided with a Welcome Folder and/or an Accommodation User Guide at your
Accommodation that contains important information about your stay with us. Please ensure that you
and your party read these folders carefully on arrival. You must also ensure that you and your party
familiarise yourselves with the layout of the Accommodation and the location of the fire exits.
8.3 Your check-in and departure times will be set out in your booking confirmation. Normally, check-in is
available from 3pm on the first day of your stay and departure is required before 11am on the last day
of your stay. If you do not leave the Accommodation by the required departure time, we reserve the
right to charge you for an additional night. Early check in and late departure can be requested in advance
subject to availability, and at Heritage’s absolute discretion.
8.4 If you think you’re likely to arrive after 10pm, please let the Accommodation know in advance.
8.5 If you want to change any detail of your confirmed booking you must let us know by telephone, by email
or in writing as soon as possible, quoting your booking reference.
8.6 We will do our best to accommodate any changes you do request but, unfortunately, we can’t guarantee
that we’ll be able to meet any request for changes. We recommend all Guests to take out holiday
insurance. Please note that it’s not possible for us to change bookings less than 72 hours prior to the
start of your booking.
8.7 You must:
(a) only use the Accommodation for the purposes of your holiday. You must not use the
Accommodation for any other purpose, including for any business purposes, without our prior
written consent.
(b) keep the Accommodation and its contents clean and tidy and leave them in the same condition
as when you arrived (safe for ordinary wear and tear caused by use in the ordinary course).
8.8 You must not:
(a) use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or
immoral activities;
(b) cause any nuisance or annoyance to any neighbours or anyone else during your stay;
(c) smoke in any part of your Accommodation. Please note smoking includes use of vape devices
and/or e-cigarettes;
(d) use candles, tea-lights, fireworks or Chinese lanterns at the Accommodation;
(e) use a barbecue or fire pit at your Accommodation unless we have provided one.
8.9 If your Accommodation has an open fire, stove or wood burner, you must comply with the instructions
found in the Welcome Folder and/or Accommodation User Guide, particularly regarding the appropriate
fuel to use for your safety and the use of the fire guards provided. If there is no open fire, stove or wood
burner you must not create your own anywhere at the Accommodation.
8.10 The use and storage of firearms or weapons is not permitted in any part of the Accommodation or in
cars parked at the Accommodation.
8.11 If you believe you have left any of your possessions behind at your Accommodation, please contact us
as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur
in relation to your lost property.
8.12 Please note that if you do not comply with the standards and behaviours set out in this Section 8 we
may need to exercise our rights under Sections 9 or 14.
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9. SAFETY AND SECURITY
9.1 Heritage reserves the right, in its absolute discretion, to refuse entry, ban from entry to the
Accommodation or remove from the Accommodation, without any explanation or refund, this includes
but is not limited to any person who: -
(a) is found to be in possession of an article deemed to be offensive or dangerous;
(b) has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves
in a manner which may provoke a breach of the peace;
(c) is found possessing, using or who appear to be under the influence of illegal substances.
9.2 All items, belongings and other property brought into the Accommodation by guests are at their own
risk and we accept no liability for any loss or damage to such property. As such, we recommend that
guests do not bring valuables to the Accommodation.
9.3 In the public areas and in some staff areas, CCTV is in operation and video recordings may be made. This
activity is carried out for the security of all of our guests & our staff.
10. ANIMALS
10.1 Pets or animals of any nature are expressly prohibited in the Accommodation with the exception of dogs
as some of our rooms are dog-friendly.
10.2 House-trained dogs, with responsible owners, are welcome to stay overnight in the Hotel, charged at
£20 per dog, per night & limited to two per room. To add a dog to any booking, a request must be made
in writing prior to arrival and will be subject to availability and at the sole discretion of Heritage. If guests
arrive on the day of their booking & have not made us aware they intended to bring dog(s) with them,
the Hotel reserves the right to refuse the stay, no refund will be issued.
10.3 Any damage caused by dogs in the rooms such as (but not limited to) bitten/scratched furnishings or
dogs toileting on the floor will be charged for based on the nature and extent of damage caused.
10.4 Pets or animals should not be left in any vehicle parked at the Accommodation. We reserve the right to
contact any relevant authority to make and be responsible for any decision in relation to any animals
that are left unsupervised or that are found to be in distress.
11. PHOTOGRAPHY
11.1 When you book Accommodation with us you acknowledge and agree that:
(a) unless it is expressly prohibited, you are permitted to take photographs and recordings within
the Accommodation provided that these are solely for private use, but you may not take any
photographs and recordings for any commercial or public purpose;
(b) Heritage may on demand have access to photographs taken and video footage captured by you
and request that certain photographs and/or footage are deleted if they are deemed to be
offensive to or infringe the privacy of other guests and/or staff;
(c) you will not intentionally photograph and/or capture video footage of any individual without
that person’s permission and you must adhere to all photography/filming restrictions in place
from time to time whilst within the Accommodation.
12. PARKING
12.1 Vehicles are parked at the owners’ risk. Heritage take no responsibility for damage caused to any vehicle
using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any
contents.
13. OUR RIGHTS OF ACCESS
13.1 Our staff or contractors may need to access your Accommodation if there is an unforeseen problem, to
investigate an incident you have raised, or to perform certain routine property checks. If this happens,
we'll do our best to let you know in advance.
13.2 If we do need to access your Accommodation for any reason, we'll always try to access the property at
reasonably convenient times (other than in the event of an emergency).
14. OUR RIGHT TO REMOVE YOU FROM THE ACCOMMODATION
14.1 We may terminate our contract with you and ask you to leave the Accommodation immediately
(without any compensation or refund being payable) if:
(a) we consider that you or your party have committed a serious breach of these terms and
conditions;
(b) we consider that your or your party’s behaviour endangers the safety of our guests or staff;
(c) any complaints are made of anti-social or unacceptable behaviour against you or your party;
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(d) you or your party cause an unreasonable amount of damage to the property or its contents; or
(e) you exceed the maximum occupancy limit for your Accommodation.
15. DAMAGE TO THE ACCOMMODATION OR ITS CONTENTS
15.1 If you discover that anything is missing or damaged on arrival at your Accommodation you must notify
us immediately. If you don’t notify us, we’ll assume that you caused the relevant damage or loss.
15.2 You will be responsible for the cost of any damage to the Accommodation or its contents caused by you
or by any member of your party or animal brought with you.
16. EVENTS BEYOND OUR CONTROL
16.1 We will not be responsible for any failure to perform our obligations under these terms and conditions
that is caused by an event outside our control.
16.2 An event outside our control means any act or event that is beyond our reasonable control, including,
without limitation, severe weather event, drought, fire, explosion, storm, flood, earthquake,
subsidence, epidemic or pandemic (and any restrictions or guidance associated therewith), public health
actions or emergencies or other natural disaster, strikes or industrial action by third parties, terrorist
attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of
public or private telecommunications networks.
17. LIABILITY
17.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with
these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking
this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or
damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen
or if, at the time the contract was made, both we and you knew it might happen, for example, if you
discussed it with us during the sales process.
17.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This
includes liability for death or personal injury caused by our negligence or the negligence of our
employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal
rights in relation to the services including the right to receive services which are as described and
supplied with reasonable skill and care.
17.3 We are not liable for business losses. We only provide accommodation and services for private use. If
you use the Accommodation for any commercial, business or re-sale purpose we will have no liability to
you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
17.4 Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether
in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price
of your reservation unless the Hotel Proprietor's Act 1956 applies, in which case our liability will be
limited to the maximum prescribed under that Act.
18. DATA PROTECTION
18.1 The parties shall comply with their data protection obligations as set out in Heritage’s Privacy Policy.
18.2 We will use the personal information you provide to us to:
(a) provide the services;
(b) process your payment for such services; and
(c) if you agreed to this during the order process, to inform you about similar products that we
provide, but you may stop receiving these communications at any time by contacting us.
18.3 We may pass your personal information to credit reference agencies. Where we extend credit to you
for the services, we may pass your personal information to credit reference agencies and they may keep
a record of any search that they do.
18.4 We will only give your personal information to third parties where the law either requires or allows us
to do so.
19. COMPLAINTS
19.1 Any complaints must be brought to the attention of the Duty Manager, who can be contacted via the
reception, on the day of your visit. If the Duty Manager is unable to resolve the situation it must be
brought to the attention of the reservations team by email at reservations@landsendhotel.co.uk or in
writing to Reservations, The Land’s End Hotel, Land’s End, TR19 7AA no longer than seven (7) days after
your visit. We shall then be granted twenty-eight (28) days to investigate and resolve the complaint
without involving third parties or outside solicitors, litigation or counsel. Any correspondence must be
addressed to reservations@landsendhotel.co.uk or in writing to Reservations, The Land’s End Hotel,
Land’s End, TR19 7AA.
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20. ADDITIONAL TERMS
20.1 Smoking/vaping is completely prohibited in any part of the Hotel, including all the bedrooms. If this ban
is ignored, a deep cleaning charge of £250 will be made. If the guests that are staying in said room after
you, refuse to accept the room because of the ban being ignored, you will be liable for the cost of their
alternative accommodation as well.
20.2 A credit or debit card must be presented on arrival for pre-authorisation on the account. Your bank
account can take up to 7 days to release this pre-authorised amount & unfortunately, this is something
we have no control over. All outstanding charges from your stay will be debited on your departure.
21. GENERAL
21.1 These terms and conditions constitute the entire agreement between the parties and supersedes and
extinguishes all previous agreements, promises, assurances, warranties, representations and
understandings between them, whether written or oral, relating to its subject matter.
21.2 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately
that you do anything you are required to do under these terms, or if we delay in taking steps against
you in respect of your breaking this contract, that will not mean that you do not have to do those things
or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not
chase you, but we continue to provide the services, we can still require you to make the payment at a
later date.
21.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these
terms operates separately. If any court or relevant authority decides that any of them are unlawful, the
remaining paragraphs will remain in full force and effect.
21.4 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This
contract is between you and us. No other person shall have any rights to enforce any of its terms.
21.5 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed
by English law and you can bring legal proceedings in respect of the services in the English courts. If you
live in Scotland, you can bring legal proceedings in respect of the services in either the Scottish or the
English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services
in either the Northern Irish or the English courts.