General Information for Guests and Visitors


Reception

Apart from a short break over Christmas, Reception Desks at both hotels are manned 24 hours per day / 7 days per week.  Our Reception staff work from 8:00am until 11:00pm whilst our Night Porters work from 11:00pm until 8:00am.
You can contact our Receptionists or Night Porters by telephone, telefax, or email using the numbers/email address at the top of this page.
Guests may also contact our Receptionists, or our Night Porters, by dialling 100 on their in-room telephone.
Please do not hesitate to contact either when in need.

Alarm Calls

If you require an alarm call please contact our reception staff to book one.  Our alarm call system will automatically call you on your room telephone at the time you request.  If you do not answer the alarm call, it will transfer to the Reception Desk and alert the Night Porter who will then knock on your door.

Arrivals and Departures

Check-In time is normally from 2pm and onwards.
Check-Out is 11am at the latest.
If you require entry to you room before 2pm we can check you in early provided your room was unused the night prior to your arrival.  If not, we can try and arrange for our housekeeping staff to process your room as early as possible.  If we cannot do this, we can store your luggage until your room becomes available.

Cancellation Policy

You may cancel your reservation without charge up until 12 noon the day prior to your expected arrival.  If you cancel after this time there will be a charge for the full amount due for your room for the evening.
If you are cancelling due to unforseen circumstances, we will review the situation and, this may not incur a charge.

Damages, Breakages and Anti-Social Behaviour

We do not normally charge for any minor accidental breakages but, we will charge for the full cost of all other breakages, missing items or damage.We ask that you report any incident as soon as it occurs so that the broken item may be replaced as soon as possible.
There will be additional charges for soiled bedding, towels, carpets or furniture caused by, but not limited to, vomit, food and drink, blood and bed-wetting.
Excessive noise, unruly and threatening behaviour which causes inconvenience to other guests and staff will result in you being asked to vacate the premises.  There will still be a charge for the room for the evening.

Dietary Requirements

Guests and Visitors should note that we do not have a specific Vegetarian Menu at either hotel. However, all our menu's contain items that are suitable for Vegetarians.
If you did not inform us of any specialised dietary requirements at the time of booking, please inform our Reception Staff as soon as possible after your arrival.  This will allow us to ensure that we can provide you with a suitable diet for the duration of your stay.

Packed Lunches

Packed Lunches are available at both the Queens and Grand Hotels and there are forms in each bedroom which guests can use to select their preferred ingredients. Additional forms, if required, can be obtained from the Reception Desks.

Room Service Breakfast Menu

If required, you may take your Breakfast in your room instead of our Breakfast Room/Restaurant.
Hours of Service are Monday - Saturday : 7:30am - 9:30am
Sunday : 8:30am - 10:00am
Please arrange your preferred time / choice of items with our Reception Staff.

Room Service Menu

If required, Sandwiches and Meals may be served in your room.
Hours of Service : 12noon - 2pm & 5:30pm - 9:30pm
Please arrange your preferred time / choice of items with our Reception Staff.