USE OF YOUR INFORMATION AND THE GENERAL DATA PROTECTION REGULATION

These GDPR terms and conditions (“Terms”) govern our processing of personal data collected through the website manorhousehotel.net (“Site”) which is owned and operated by STR Hotels (“we”, “us” or “our”).

By using the Site, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use the Site. We reserve the right to amend these Terms at any time and without notice, so you are advised to check back regularly.

2. Data Collection

2.1 We collect personal data from you when you make a reservation or purchase a product on the Site. This includes your name, email address, phone number, and billing information.

2.2 We also collect information about your use of the Site, including your IP address, browser type, and pages visited.

3. Data Processing

3.1 We process your personal data to fulfil your reservations and purchases on the Site, to communicate with you about your reservations and purchases, and to improve the Site.

3.2 We may also process your personal data for marketing purposes, but only with your consent.

3.3 We will not disclose your personal data to third parties unless required to do so by law.

4. Data Storage and Security

4.1 We store your personal data securely on servers located in the UK.

4.2 We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage.

5. Data Retention

5.1 We will retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including any legal or accounting obligations.

5.2 We may anonymise your personal data and retain it for statistical or research purposes.

6. Your Rights

6.1 You have the right to access, rectify, erase, or restrict the processing of your personal data.

6.2 You also have the right to object to the processing of your personal data for marketing purposes.

6.3 To exercise your rights, please contact us by email at enquiries@manorhousehotel.net.

7. Governing Law and Jurisdiction

7.1 These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

7.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).

CANCELLATIONS AND AMENDMENTS
The Manor House Hotel reserves the right to cancel any booking should a system error occur. This includes but is not limited to issues arising from lack of availability, inaccurate pricing, or human error when loading rates and availability into our booking system. When such an issue occurs, The Manor House Hotel will notify the guest with as much notice as possible, and refund any monies paid to the original credit or debit card. In this instance, The Manor House Hotel is unable to provide compensation of any kind.

CREDIT AND DEBIT CARD DETAILS
Valid credit card details must be provided when making a booking, but the card will only be debited in the case of failure to meet our cancellation policy terms, non-payment on departure or damage to and removal of hotel property. Advance purchase bookings are non-refundable and non-transferable.

CANCELLATION POLICY
For any room booked on an Advance Purchase Rate or Package, or for Christmas Residential and New Year’s Eve packages, these rates cannot be cancelled or amended. Should you still wish to cancel the booking, you will lose any deposit or amount that you have already paid, regardless of the circumstances of your cancellation.
For any booking that is not an advance purchase and has been guaranteed with a card where payment has not been taken, cancellations must be received at least 48 hours prior to the earliest check-in time. For group bookings of 6 rooms or more, we require notice of cancellation at least 48 hours prior to the earliest check-in time. In case of failure to meet the terms of our cancellation policy, we reserve the right to charge the total cost of the accommodation booked.

COMMISSION
Please note that all bookings made through our website are non-commissionable.

DEPOSITS
We will require a £25 deposit per room upon booking. All deposits and monies paid in advance are non-refundable. Should you book an advance purchase rate, which is non-refundable and non-transferable, we are unable to offer a refund or change the date of your booking, as per the terms and conditions that you agree to upon booking, for any reason.
Should you pay a deposit for a booking on a rate that falls within our cancellation policy, please note that we will be unable to refund the deposit that you have paid, however, we will happily re-arrange the date of your booking with 8 hours notice as long as the booking is re-arranged with a confirmed arrival date within the next 6 months. Please note that once the date of your reservation has been changed, we will be unable to change the date again.

FORCED CLOSURE BY LOCAL OR NATIONAL GOVERNMENTS
Should the hotel be forced to close, or any part of the hotel be closed, by local or national governments, your booking will be re-arranged to a future date. A refund will not be offered under these circumstances.

CHECK-IN AND CHECK-OUT
Check-in is from 3pm onwards. We are unable to offer early check-in. Check-out is by 11am on the day of departure. Late Check Out fee (1pm) is £20.00 (subject to availability)

SPA FACILITIES
Only bookings that include a treatment will be offered access to our spa facilities. If you wish to make use of the spa facilities during your stay, please book a spa break. Spa usage time is set out in the package that you book. Please note that from time-to-time spa facilities may be unavailable due to unavoidable maintenance. We will resolve any issues as quickly as we can. Should any spa facilities be out of service during your stay, we regret that we will be unable to offer any refund or compensation.

CREDIT TOWARDS DINNER
Any credit offered towards dinner is applicable to adults only, to a maximum of two adults per room. The credit offered is for food only and does not include beverages.

PRE-AUTHORISATION OF CREDIT/DEBIT CARD
Guests paying by credit card may have a pre-authorisation processed in addition to the value of the room to cover the security deposit and allow interfaces to be opened to charge services to the room. If paying via debit card the full amount for the stay and a £50 deposit will be taken upon check in. The value of £100 may be held by your credit card provider and not the hotel and should be released upon completed sale, if no sale is completed it will be released as per the terms and conditions provided by your card provider. Guests who pay by cash will be required to provide a £100 credit/debit card authorisation or a £100 cash security deposit which will be returned once the room has been checked. Photo ID will be required on check in for any cash payments.

THIRD PARTY AUTHORISATION
Any guest whose booking has been made on their behalf by their Company or via a Group Travel Booking may have this Policy covered by the booker. This will only be the case if the Hotel has received a completed signed copy of our Third-Party Authorisation Form with a copy of credit card details including the signature on the back of the card prior to guest arrival. The completed form must also confirm what additional services the card provider is taking responsibility for including Security Deposit.

DAMAGES
Whilst you and your guests are on hotel property we ask that every effort be made to safeguard the existing fixtures, fittings and furnishing. The hotel will repair any damage incurred and the cost incurred charged to the guest.

Takeaways 

We are more than happy for guests to order food to have in their rooms. However, any mess/spillages or stains because of food or drink will be classed as damages and a cleaning fee of a minimum (price subject to damage) £100 will be taken from the card provided.

— SPA TERMS & CONDITIONS —

BOOKINGS
All bookings are subject to full payment at booking, if for any reason this does not occur, we reserve the right to cancel the booking without any further communication to the guest. The spa reserves the right to alter your treatment times on the day if necessary and all treatment times are subject to availability.
Please note that treatment time includes medical consultation, set up and your chosen treatment All treatment re-arrangements will be subject to alternative availability.
Manor Hotel & Spa has a non-smoking policy. For those who wish to smoke, you will find designated smoking areas outside the building.
You may be required to remove jewellery for treatments; we therefore advise that you choose to leave jewellery at home.
Manor House Hotel & Spa will not be liable, under any circumstances whatsoever, for damage, injury or consequential loss, however caused, to our customers, their property and belongings unless it is solely due to the negligence of the Company, its employees or agents.
Offers cannot be used in conjunction with one another and are subject to availability.
The maximum weight limit for the therapy bed is 24 stones (152kg), before you get onto the bed, your therapist will demonstrate the correct usage for getting on & off the bed and then will stay in the room at all times whilst you get on, off and move on the bed. Please sign to say you are below the max weight & have been given the above information and demonstration.

FOOTWEAR
We do not supply any form of footwear during visits to the spa, we advise that you bring some non-slip, waterproof footwear with you during your visit.

CANCELATIONS
All bookings have up to 48hrs prior to the day of arrival to move the booking within reason and at the discretion of the spa team without incurring any charge. If you cancel within the 48hr window full payment will be taken. Call the spa as soon as any changes are needed to be made.

GROUPS
We reserve the right to deny access to any groups if we are unaware of the group booking prior to arrival (6 guests and over). All groups are asked that you maintain the etiquette of the spa environment and will be asked to be quiet if the volume becomes to much.

CHILDREN
We allow children under 18 access to the facilities during the below mentioned times when accompanied by an adult, a fee will be charged. No spa day packages, or overnight spa packages are available for anyone under 18 years of age. Children’s swim times are 8am-9am & 6pm-7pm.

— E-COMMERCE TERMS AND CONDITIONS —

TERMS AND CONDITIONS OF USE FOR MANORHOUSEHOTEL.NET

1. Introduction

These terms and conditions (“Terms”) govern your use of the website manorhousehotel.net (“Site”) which is owned and operated by STR Hotels (“we”, “us” or “our”).

By using the Site, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use the Site. We reserve the right to amend these Terms at any time and without notice, so you are advised to check back regularly.

2. Definitions

In these Terms:

• “Product” means any product or service offered for sale on the Site;
• “User” means any person who uses the Site;
• “You” means any User of the Site.

3. Ordering and Payment

3.1 Products may be ordered by clicking on the relevant product and following the instructions provided. You must provide accurate and complete details when ordering Products.

3.2 All prices listed on the Site are in GBP and are inclusive of VAT.

3.3 Payment must be made by credit or debit card. We accept Visa, MasterCard, and American Express. Payment will be processed by a third-party payment gateway (Stripe).

3.4 We will send you an email confirmation of your order once it has been received. This email will include your order number, details of the Product you have ordered, and the collection details. Please check this email carefully and contact us immediately if there are any errors.

3.5 All orders are subject to availability. We reserve the right to cancel any order, at any time, without notice.

4. Collection

4.1 All goods must be collected from “Manor House Hotel & Spa, West Auckland, County Durham, DL14 3SP”.

4.2 You must bring a copy of your order confirmation email and a form of photo identification when collecting your order.

4.3 If you are unable to collect your order, please contact us by email at enquiries@manorhousehotel.net to make alternative arrangements.

5. Returns and Refunds

5.1 If you are not satisfied with your Product, you may return it to us within 14 days of receipt for a refund or exchange. The Product must be in its original condition and packaging.

5.2 To return a Product, please contact us by email at enquiries@manorhousehotel.net to obtain a returns authorisation number.

5.3 Refunds will be made to the original payment method used to purchase the Product. We will refund the full purchase price of the Product, less any delivery charges.

6. Liability

6.1 Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

6.2 We will not be liable for any loss or damage caused by events beyond our control, including, but not limited to, strikes, lockouts, riots, terrorist attacks, war, fire, flood, storm, or other natural disasters.

6.3 Subject to clause 6.1, our total liability to you under these Terms shall not exceed the purchase price of the Product you have ordered.

7. Privacy

7.1 We are committed to protecting your privacy. Please see our Privacy Policy for details of how we collect, use, and protect your personal information.

8. Intellectual Property

8.1 The Site and all content, images, and other materials on the Site are owned by us or our licensors and are protected by copyright, trademark, and other intellectual property laws.

8.2 You may not reproduce, modify, copy, distribute, or use any part of the Site or its content without our prior written consent.

9. Governing Law and Jurisdiction

9.1 These Terms and