GUESTS BILL OF RIGHTS
Cotter House undertakes to respect and implement all aspects of this GUEST BILL OF RIGHTS.
- Guests have the right to guaranteed reservations. Reservations will include room type and will be available at the rates quoted. All approved discounts and other offers will be honored. Rooms will be ready at the stated time of check-in.
- Guests have the right to clearly stated prices and policies. There will be no hidden fees or charges. Basic amenities will be offered at no extra charge. Prices for food and all additional products and services will be reasonable.
- Guests have the right to clean hotel rooms. Rooms will be regularly cleaned and kept to the highest standards.
- Guests have the right to well-maintained hotel rooms.
All features, amenities and utilities will be in good working order. This includes all televisions,
lighting, electrical, plumbing, heating and air-conditioning (where appropriate), among others. - Guests have the right to clean and well-maintained facilities.
All advertised features and amenities will be in good working order and available for guest use. Restaurants, grounds, and other common areas will be well-maintained and clean. - Guests have the right to a satisfying dining experience. Food will be fresh and well-prepared. Restaurant and room service will be prompt and courteous.
- Guests have the right to be safe and secure. Reasonable measures will be taken to provide a safe and secure environment for guests and their belongings.
- Guests have the right to be treated with the utmost respect. Staff members will be well-trained and will make every effort to respond to guest inquiries accurately and in a timely and courteous manner.
- Guests have the right to have all reasonable requests honored. If a room is unacceptable to a guest for any reason, a good faith effort will be made to move the guest to a room that meets their satisfaction. Efforts will be made to satisfy every guest in all other areas as well.
- Guests have the right to have all complaints properly addressed. A good faith effort will be made to promptly resolve all complaints and customer service issues in accordance with generally accepted good hospitality practices and to the satisfaction of the guest, whenever possible.
- "Force Majeure Events" will be taken into account by the hotel: this means any of the following events affecting
multiple Guests and multiple hotel accommodations: act-of-God, volcanic
eruptions, (natural) disaster, fire, (acts of) war, hostilities or any
local or national emergency, invasion, compliance with any order or
request of any national, provincial, port or other public authority,
government regulation or intervention, military action, civil war or
terrorism, (biological, chemical or nuclear) explosion, rebellion,
riots, insurrection strikes, civil disorder (or the material or
substantial threat or justified apprehension of any of the foregoing
events), curtailment of transportation facilities, close down of
airports or any other exceptional and catastrophic event, circumstance
or emergency, making it impossible, illegal or prevents Guests from
travelling to or staying at the Hotel.
DISPUTE RESOLUTION
- Where bookings are cancelled prior to arrival, Cotter House normal cancellation policies apply.
- Force Majeure Event
- In the event of a Force Majeure Event, the Hotel shall not charge (and shall repay (if applicable)) the Guests affected by the Force Majeure Event any fee, costs, expenses or other amount (including the (non-refundable) rate or the no-show, (change of) reservation or cancellation fee) for (i) any cancellation or change of the reservation made by the Guests, or (ii) that part of the reservation that was not consumed, due to the Force Majeure Event.
- In the event of reasonable and justified doubt, the Hotel may ask a Guest to provide reasonable evidence of the causality between the Force Majeure Event and cancellation, no-show or change of reservation (and provide corresponding booking channels upon request with a copy of such evidence). In order for the corresponding booking channels to register any cancellation, no-show or amendment of the reservation due to a Force Majeure Event, the Hotel shall inform corresponding booking channels within 2 business days after (a) the scheduled arrival date of the no-show or cancellation, or (b) check out, the number of days actually stayed. Corresponding booking channels will not charge any commission in the event of a registered no-show or cancellation or over that part of the booking which is not consumed due to the Force Majeure Event.
COTTER HOUSE Cancellation Policy:
- Because of our intimate size, cancellations affect us significantly. Consequently we adhere to a strict cancellation policy. Once booked and confirmed by us, we require a deposit. If we receive notification of cancellation not less than 30 days prior to your date of arrival, we will withhold 25% of the room cost. 15 days: 50% and 7 days prior or no-show: 100%.
- Our flexibility on cancellations is to allow for extenuating circumstances, which will be dealt with reasonably on a case-by-case basis. If there is a cancellation, please contact us as soon as possible so that we may have the opportunity of assisting you minimise any charges. Alternatively, we can offer you this cancellation fee as a credit if you re-book with us. We will retain the credit card commission.
- Cancellations made by Guests before the time and date beyond which a cancellation fee applies will not attract commission. Cancellations made by Guests after the time and date beyond which a cancellation fee applies will attract commission in accordance with the terms of this Agreement.
- Cotter House is entitled to charge if clients were to amend their stay. This would have been outlined to them by their travel agent or at least should have been as it’s on most outbound operators and agency documentation. That is also why we recommend that all clients take out travel insurance. In case of No show or
shortened stay, no refund will be made (Considered as cancellation without the required advance notice).
Make
sure you understand what penalty you will incur if you cancel your trip prior
to your arrival and get appropriate travel insurance.
- Terms and conditions are accepted on check-in , the registration form duly signed by the guest.
- Bookings for longer stays (7 days or more) are only accepted on a pre-paid basis. In the case guests express dissatisfaction during their stay, the property will do everything within its power to provide full satisfaction and deal with the complaint. If - notwithstanding reparations offered - the guest decides to shorten their stay and does not to accept solutions offered in good faith, cancellation fees will apply. Refunds will be provided in the case that the property is able to rebook.
- The cancellation fee, (less the credit card commission) will be offered as a credit for a future stay.
- The Hotel is responsible for the verification of the validity of these credit card details, the (pre) authorization of the credit card and the limit of credit on the date of the overnight stay(s) booked. The Hotel shall upon receipt of a booking, promptly verify and pre-authorize the credit card. If the credit card offers no guarantee, the Hotel will immediately notify the corresponding booking channel, which subsequently invites the Guest to guarantee the booking in an alternative manner. If the Guest is unable or unwilling to do this, the corresponding booking channel may cancel the booking upon request of the Hotel.
