booking terms & conditions.
These terms and conditions apply to Townhouse Exeter bookings made from 1 January 2021. They cover reservations made either direct with us (via our website, mobile site, email, or telephone) or an online travel agent, e.g., Booking.com, Expedia.com, etc. All rate types (except Group, ‘Whole House’, or Special Event) and Extras are covered by these terms. Group, ‘Whole House’ or Special Event bookings are subject to their individual contract terms – please see your contract.
By making a booking with us, either direct or via an online travel agent, you explicitly accept these terms. Please read these terms carefully before making a booking and contact us if you have any questions or do not understand any point.
We reserve the right to amend these terms and conditions at any time. The terms and conditions that apply to your stay will be those in place on the date that you made the booking.
Booking with us
General bookings for Townhouse Exeter can be made either direct with us (via our website, mobile site, email, or telephone) or with an online travel agent, e.g., Booking.com, Expedia.com, etc. You must ensure that the name on a booking is correct at the time of booking as this cannot be changed afterward.
A booking is confirmed when both a valid credit or debit card is provided at time of booking (must be valid for the duration of your stay), and a booking reference number is issued. Invalid credit or debit cards may result in booking termination.
We do not accept bookings made via online travel agents for more than 14 days stay, or direct with us for more than 28 days – without management approval.
You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone. Anyone under 18 years old must be accompanied by an adult. If a guest arrives at the property and is under 18 years of age, they will not be permitted to stay alone.
You must provide your first and last name, nationality, home or business address, and contact telephone, mobile and email address to stay with us. You also must provide the first and last name of any other guests in your booking aged 16 or over. You are responsible for ensuring that all guests in your booking comply with these terms, even if you make a booking on someone else’s behalf and don’t stay yourself.
Only registered guests may stay overnight or be in your room(s). If guests are found to be underage, or there are more guests than registered in your booking, your booking may be terminated, and full payment retained as per the cancellation policy.
We reserve the right to ask for valid photographic identification (a driver’s licence, national ID card or passport) for you and all guests in your booking. If you or your guest(s) are unable to present valid identification, your booking may be terminated, and full payment retained as per the cancellation policy.
For non-British, Irish or Commonwealth guests – to comply with the Immigration (Hotel Records) Order 1972 – we require your passport number and place of issue (or other document which shows their identity and nationality), as well as details of your next destination.
Your booking is not transferable. You cannot transfer or resell your booking (in whole or in part). Any attempt to do so may result in the termination of your booking and full payment retained as per the cancellation policy. Any bookings resold or transferred may not be honoured and we accept no liability in respect of this.
We use dynamic pricing, and the price of our rooms may change based on demand. The price you pay is the room rate quoted to you at the time you make your booking.
Room rates are published on our direct (website or mobile site) and online travel agent channels, or as advised by telephone or email, at the time of your booking. Room rates are per rate type, per room, per night and are inclusive of the prevailing VAT rate.
Rate types are based on our cancellation policy (see Cancellation Policy). Rates are offered on a ‘duvets only / room only’ (up to 2 guests) and ‘duvets & dishes / bed and breakfast’ (per guest) basis. You may be able to add Extras, e.g. parking, bar purchases, etc. to your booking during the booking process, by request, or during your stay.
We operate a ‘payment by card on file’ preference for all payments. All payments and charges are taken from the card on file in UK £ Pound Sterling where possible. We accept Visa, Mastercard and American Express.
We only accept cash payments by advance notice for direct bookings only, and a valid ID may be required.
We require a valid credit or debit card to be provided at time of booking which must be valid for the duration of your stay. This will act as your ‘card on file’ of which your booking payment and any Extras or charges incurred during your stay will be charged.
Full payment of your booking is taken up to 7, 3 or 1 day(s) prior to your arrival – dependent upon your rate type – except Advance / Saver or non-refundable rates, which are taken in full at the time of booking. If payment for your booking is rejected, we reserve the right to cancel your reservation without notice.
Cancellations, Changes, Curtailments & ‘No Shows’
For bookings made direct with us, the following terms apply. For bookings made via and online travel agent, please see your booking cancellation terms as they may differ.
• ‘Best Value’ rates – Free cancellation up to 12 noon, 3 days before your arrival date. Cancellations within 3 days of the arrival date will be charged the for the full booking.
• ‘Best Flexible’ rates – Free cancellation up 12 noon, 1 day before arrival your arrival date. Cancellations within 1 day of the arrival date will be charged for the full booking.
• ‘Advance / Saver Event’ rates – No refunds or changes are allowed. Full payment is due at time of booking. Cannot be transferred and no other discount may be applied.
• Group, ‘Whole House’ or Special Event rates – Cancellation is subject to the individual contract terms.
Payment for cancellation charges will be made from the card on file or invoiced to you in the absence of a card.
We charge a 20% administrative fee to any discretionary credit issued or re-selling of room.
We do recommend travel insurance to cover you for any unforeseen cancellations.
Changes, curtailments & ‘no shows’
• Changes – Changes / amendments to ‘best value’ and ‘best flexible’ rate bookings are allowed free of charge in line with their respective cancellation policy. Non-refundable bookings cannot be changed.
• Curtailments – If you decide to shorten your stay with us once it has started, the remainder of your booking is non-refundable.
• ‘No Shows’ – If you do not arrive at the hotel by 12 midnight on your arrival date (unless agreed in advance), you will be deemed a ‘no show’ and your booking cancelled, and no refund given. This includes any Extras included with your booking.
Cancellation by Townhouse Exeter
If payment for your booking is rejected, or breach these terms, we reserve the right to cancel your reservation without notice.
If an event outside our reasonable control (as explained in ‘General Terms’ below) is reasonably likely to prevent us from fulfilling your booking, we may cancel your booking with notice to you (including by email) and will refund in full any payment made by you in respect of such booking to the card on file.
Group, ‘Whole House’, or Special Event type bookings must be made directly with us either via telephone or email. We do not accept these types of bookings via our website or an online travel agent. Group bookings consist of 5 or more rooms being booked and different terms may apply. Please contact us for specific details.
Arrival and Departure
You can check in from 3pm on your day of arrival. Prior to arrival you will have the option of a ‘Greeted’ check in – greeted in person by a member of staff, or a ‘Self’ or ‘Late’ check-in – no staff contact / door code & room key provided for direct access.
Check-in times: 3pm to 8pm* / Check-out time: 10:30am
(*) If you need to arrive from 8pm or later – a Late check-in will be arranged for you as our reception will have closed.
We cannot accommodate early arrivals before 3pm or late check-outs after 10:30am.
If you arrive before 3pm without prior arrangement, you will be asked to return at during check-in hours.
We cannot store luggage or provide parking arrangements outside of our check in / check out times.
We do not have a 24-hour reception.
Room keys must be returned to us on check-out. If you forget to return your key after check-out, we ask you to contact us to arrange their return. For unreturned or lost room key(s), we may charge you £25 per set to the card on file for a replacement key or lock as required.
Staying with us
You are responsible for ensuring that all guests in your booking comply with these terms, even if you make a booking on someone else’s behalf and don’t stay yourself.
We require the full name of all registered guests who will be staying at the property. Only registered guests may stay overnight or be in your room(s). If guests are found to be underage, or there are more guests than registered in your booking, your booking may be terminated, and full payment retained as per the cancellation policy.
Non-resident visitors are not allowed on premises without management permission. This includes in your room(s) or the lounge. Where non-resident visitors are permitted to visit, they must register at reception and provide their full name and contact details. Valid photographic identification (drivers’ licences, passport, etc.) may be required.
You must not exceed the maximum number of occupants for the rate and room type you have booked. If room occupancy permits, and you wish to add an additional guest to your booking, you will need to speak to management to confirm availability and additional costs.
For stays of 2 or more nights – we offer a daily room refresh, and a change of linens and towels after every 3rd night’s stay. We operate a ‘Quiet Hours’ policy between 11pm and 7am. Guests are expected to keep noise to a minimum during these hours.
Verbal or physical abuse of Townhouse Exeter staff will not be tolerated. Any guest(s) who abuse staff, may have their booking may be terminated and full payment retained as per the cancellation policy.
Children / Guests under the age of 18
We welcome children aged 12 years or older.
Anyone under 18 years old must be accompanied by an adult. We do not allow people under the age of 18 to stay alone in a room. Anyone under 18 years old must be accompanied by an adult on the premises. If a guest arrives at the property and is under 18 years of age, they will not be permitted to stay alone. Special requests are subject to management approval.
We are unable to accept pets, except for fully trained assistance dogs. If booking includes an assistance dog, you must give us at least 1 days notice before arrival date.
Hen or Stag parties
We are unable to accept stag or hen parties, or people attending stag or hen parties. If found to be a stag or hen party (or part of one), your booking may be terminated, and full payment retained as per the cancellation policy.
Car parking during your stay, whether parked on-street or in a reserved, off-street space, is at your own risk and we are not responsible any loss or damage to your vehicle, or tickets received. We advise that you comply with designated parking areas and other traffic regulations. The Exeter Parking Warden’s Office is located across from Townhouse Exeter.
Bicycles, or bicycle parts or batteries (for e-bikes) are not allowed in the building or rooms – no exceptions. By advance request only, we have limited outside space to store up to 2 bicycles. We are not responsible for any loss or damage to your bicycle(s).
If found to be storing a bicycle(s) or e-bike battery in your room, your booking may be terminated, and full payment retained as per the cancellation policy. (Please see also Hazardous / Illegal or Commercial Activity Policy.)
Smoking / Vaping
It is illegal to smoke in enclosed public places and places of work. You must not smoke or vape anywhere on the property or grounds or interfere with our fire detection system or with any emergency equipment. If you are found smoking or vaping in the building a charge of £100 will be made to the card on file for additional cleaning, without prior notice. (Please see also Hazardous / Illegal or Commercial Activity Policy.)
Hazardous / Illegal or Commercial Activity
You must not bring any potentially hazardous or otherwise dangerous items on to our premises. This includes e-bike batteries.
In making a booking with us, you agree not to conduct any illegal or commercial activity.
If found to be doing any of the above, your booking may be terminated, and the police notified. Full payment will be retained as per the cancellation policy. (See also, ‘Damages’ policy.)
You must not damage rooms or common areas (includes excessive soiling / staining), or fire detectors; or remove items that are not included in your rate, e.g., sleep spray samples or artwork. When such damage occurs, we ask that you inform us immediately (not informing us would be considered negligent).
Where such damage occurs by yourself or your guests, including deliberate or negligent act(s), your booking may be terminated, and full payment retained as per the cancellation policy. We also reserve the right to charge your card on file for the amount to cover the repairs, additional cleaning, and/or any business interruption. If payment for damages is not recoverable by the card on file, we will take the matter to civil courts. Damage to rooms is treated as criminal damage and we will take legal action.
Complaints or Disputes
If you wish to make a complaint or dispute a booking / chargeable item, please use the ‘Contact Us’ link on our website.
We do update this Policy from time to time so please do review this Policy regularly
Information We Collect
In running and maintaining our website we may collect and process the following data about you:
- Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data.
- Information provided voluntarily by you. For example, when you register for information or make a purchase.
- Information that you provide when you communicate with us by any means.
We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally. It is statistical data. This statistical data does not identify any personal details whatsoever.
You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your computer.
Use of Your Information
We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes:
- To provide information to you that you request from us relating to our products or services.
- To provide information to you relating to other products that may be of interest to you. Such additional information will
only be provided where you have consented to receive such information.
- To inform you of any changes to our website, services or goods and products.
If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in.
Where your consent has been provided in advance, we may allow selected third parties to use your data to enable them to provide you with information regarding unrelated goods and services which we believe may interest you. Where such consent has been provided it can be withdrawn by you at any time.
Storing Your Personal Data
In operating our website it may become necessary to transfer data that we collect from you to locations outside of the European Union for processing and storing. By providing your personal data to us, you agree to this transfer, storing or processing. We do our upmost to ensure that all reasonable steps are taken to make sure that your data is treated stored securely.
Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, Sending such information is entirely at your own risk.
Disclosing your information
- In the event that we sell any or all of our business to the buyer.
- Where we are legally required by law to disclose your personal information.
- To further fraud protection and reduce the risk of fraud.
Third Party Links
Access to Information
In accordance with the Data Protection Act 1998 you have the right to access any information that we hold relating to you. Please note that we reserve the right to charge a fee of £10 to cover costs incurred by us in providing you with the information.
NHS Track & Trace
We collect and keep a record of all staff, guests and visitors who come onto our premises for the purpose of contract tracing, NHS Track and Trace, and adherence to government regulations. By maintaining records of staff, guest and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the Coronavirus.
As a customer/visitor of Townhouse Exeter, you are asked to provide some basic information and contact details. The following information will be collected:
The names of all guests in your booking. Visitors must also be registered at reception.
● A contact phone number and address for each guest or visitor.
● Date of visit and arrival and departure time.
This information is held separately from your booking. We will retain the information for 21 days from the date of your departure / visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them. For example, if another guest at the property reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of guest details for a particular time period (e.g.: this may be all guests who stayed on a particular day or time-band, or over a two-day period).
Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes (such as surveillance of an individual’s movements or marketing activities), and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (e.g. as a result of receiving a court order).
In addition, where the information is only collected for the purpose of contact tracing it will be destroyed by us 21 days after the date of your departure / visit.
However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (perhaps, for example, your name, email and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as usually would, unless and until you tell us not to.
Your information will always be stored and used in compliance with the relevant data protection legislation.
The use of your information is covered by the General Data Protection Regulations Article 6 (1) (f) – legitimate interests of the venue/establishment. The legitimate interest in this case is the interest of the venue/establishment in co-operating with NHS Test and Trace in order to help maintain a safe operating environment and to help fight any local outbreak of coronavirus.
If you do not wish your contact information to be passed to NHS Test and Trace if requested, please speak to TIM LANE, MANAGING DIRECTOR.
By law, you have a number of rights as a data subject, such as the right to access information held about you. If you are unhappy or wish to complain about how your information is used, you should contact a member of staff in the first instance to resolve your issue.
If you are still not satisfied, you can complain to the Information Commissioner’s Office. Their website address is www.ico.org.uk.
eco (green) policy.
Townhouse Exeter cares about the environment. Here are some examples of how our guesthouse is run with the global
environment in mind:
All windows (bedrooms, common areas) are fitted with secondary glazing where possible to reduce heat loss. Bedroom curtains have thermal linings, and the conservatory has blinds to help reduce heat loss. Lights are fitted with energy saving, LED bulbs and external lighting for signs are on timers. Laundry and kitchen appliances (washing machine, drier, fridge, and dishwasher) are modern and AAA+ energy rated. Quick wash and low temperature washes are selected to reduce energy use. Cooking appliances are only turned on when needed and not left on otherwise. A modern boiler (gas) for central heating and hot water is regularly serviced. Radiators are switched off when rooms are not in use. Central heating is on timer, changed according to a) season b) outside temperature; this is reviewed on a regular (daily/weekly) basis. Water re circulation system for reducing hot water wastage is in operation and hot water pipes are lagged where appropriate. Rockwool insulation has been installed in the attic to the maximum thickness (i.e. 300mm). External walls of the property are thick and have high heat retention. The front door has a draft proof strip and there is a secondary door to help retain heat. For long stays, we change guest linens and towels after every third night, and operate a clean towel policy to prevent unnecessary towel washing. The office computer is on standby mode when not in use.
All staff are trained and encouraged to be aware of the Townhouse eco policy and to value and participate in sustainable business practices.
Business / catering supplies and equipment are either a) sourced locally within a 10-mile radius, or b) delivered in bulk for efficiency. Local maintenance firms are used when needed. Staff generally use public transport to get to and from work.
Because of our proximity to the city centre, we encourage guests to leave their cars and walk to the centre. We encourage walking and cycling groups to stay and allow cycles to be stored in the back garden (on a limited basis).
Where possible, we buy locally within a 10-mile radius and use Fair-Trade products e.g. coffee, tea, sugar, fruit teas.
Reduce, Reuse and Recycle
We aim to reduce waste to a minimum and recycle to the maximum. We do not use single use plastics / non-recyclables if possible. We monitor catering purchases to minimise food wastage. We encourage guests to use in-room recycling bins and provide carafe bottles for refilling with tap water (which is drinkable). We recycle plastics, tins, cardboard, bottles/jars, and paper products.
All bedrooms have modern mixer showers that run off our very efficient modern hot water system.
Office products are recycled where possible.
Townhouse Exeter is a semi-detached, grade II listed building dating back to the 1870’s. The property is in a city centre location.
To access the building, there is one step from the pavement to the garden path, and six steps from the garden path to the front door. There are 18 steps from the ground floor to the first floor, and 17 steps from the first floor to the second floor. Our rooms are not equipped for handicapped access.
There is no lift / elevator.
While we aim to meet the needs of all our guests, people with limited mobility may find access difficult. We advise that guests with mobility or visual impairments are accompanied during their stay and notify management in advance. A large print version of our written information is available by request. We do not have facilities to prepare documents in Braille.