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Sutton Hotel Collection Terms and Conditions

And now for a little bit of reading (it might be long but it is quite important)…

To make a booking with the Sutton Hotel Collection you need to:

All of our prices include VAT on the current rate at the time of booking and are subject to change without notice.

If you have booked an advance purchase package:

It is our best value for money rate, no doubt about it. But the main reason for this is that you will pay the full amount when you book. This package is non-refundable and cannot be cancelled but it can be transferred to another date at the same or higher price and in the same bedroom type as long as it is rescheduled up to three days before you are due to arrive. If you rearrange your stay to a date with a higher price, you will be asked to pay the difference.

Any other special offers and experience packages are non-refundable and, sorry, these cannot be cancelled nor transferred to another date. We recommend that you take out travel insurance which covers cancellation and you may be able to claim through your insurance provider should you need to cancel a package or special offer.

We find that most of the time, cancellations are due to unforeseen circumstances. To be as fair as we can to all of our guests, we will stick to the cancellation terms and charges that apply, whatever the circumstances are. 

If you have booked a best available daily rate:

When you book a best available rate, all we will ask you for is a credit card number to guarantee your bedroom, with the full balance payable on departure. 

Our best available rate allows you to cancel up to 2:00pm on the day of arrival with payment taken on check-in. Up until this point, you are free to transfer your booking to other available dates. If you decide to change dates, a different rate may apply as the original rates may not be applicable. But, if you choose to cancel after 2:00pm on the day you are due to arrive or you do not show at all, then we cannot offer an exchange, and payment for the first night will still be taken from your credit card. In this situation, the only way to get your money back is if you are covered by holiday insurance for an insurable reason.

In some cases, we might not have rooms or packages available on your new dates, so some changes may not be possible – but our team can advise you on this.

Special packages

In addition to the terms and conditions mentioned above, some special packages (e.g. Christmas and New Year etc) may have additional terms attached to them, these will be displayed at the time of booking, and they will form part of your contract.


We class children as aged 11 and under. Where we have suitably sized or designated family bedrooms to fit in extra beds or sofa beds, up to two children aged 11 and under can share a bedroom with two adults for free on a room only or bed and breakfast basis. Where you choose a package that includes dinner, afternoon tea or any other extras such as tickets to a local attraction, there will be a £20 per child charge for them to enjoy dinner from the children’s menu or a children’s afternoon tea. If your child decides to dine from the adult menus, they will have £20 to spend on food only. The extra costs for attraction tickets will vary depending upon the package chosen. If you need to book an extra bedroom for a person aged over 11 and want to request adjacent bedrooms, add a note to your online booking in the notes field and we will contact you to confirm.


Even if we have given you a confirmation, we still have the right to refuse or change any booking. On the rare occasion that this might happen, we will let you know as soon as possible.

You then have the choice to accept our changes, change your booking to another hotel we operate, change to an alternative date, (although we cannot guarantee that the price will be the same, and if it is more, you will need to make up the difference) or you can cancel your booking.

If you do cancel because we have made a change, you will be refunded all money you may have paid in advance of your stay, although we will not be liable for anything i.e. travel beyond that without written confirmation prior to cancelling.

What is included in your package?
Your package may contain a number of other items, such as breakfast, dinner, attraction tickets or a supplement to bring your pets. These will be detailed at the time of booking. It is up to you to use these and there can be no refund for unused parts of your package. We always recommend making a booking before you arrive for lunch, dinner in the restaurant(s) or afternoon tea with us. 


All of our hotels welcome pets and you can bring up to two well behaved dogs with you on your stay.  The cost to bring your pet is £30.00 per pet per night.  As part of this cost, they will get a little gift to take home.

Pets are welcome in any bedroom at The Francis Hotel, Bath, within the No.10 Bar and Emily’s Tea Lounge, and outside on the bar terrace.   

Pets are also welcome in any bedroom at The Queens Hotel, Cheltenham, within the Gold Cup Bar, Duke’s tea lounge and outside in the garden when it is open.

We only have a limited number of bedrooms that allow pets at The Castle Hotel in Windsor, so to add your pet to your booking, you need to call us.  Pets are allowed with you on the Leaf outdoor terrace and within the Leaf bar.

Sorry, but no pets are allowed in any of our restaurant areas.

To add your pet, book our dedicated pet friendly break online or call us directly. 


Check-in time is 3:00pm.

So that you can make the most of your stay, we have introduced a couple of ways to reduce your time checking-in so that you and your party can start your stay as quickly as possible

When you check-in, we will take a mandatory pre-authorisation of £50.00 per night from your credit/debit card to allow you to charge any extras back to your bedroom during your stay. This is released back into your bank account within a few days.

As of 1st April 2024, we will not accept cash as a form of payment. You can settle your bill using any of the following payment methods; Visa, Eurocard, Mastercard, American Express or Diners Card. You can charge extras to your bedroom and pay by card on departure or pay for extras by card as you go.

You will also be given the option to download a digital key to your mobile phone which will open your bedroom door.  If you agree to accept a digital key, you will receive a text message with download instructions and be able to access the digital key throughout your stay via our app.  You can even share the key with up to three other guests in your party.  Taking the digital key is completely your decision and we are more than happy to give you a normal key card if you prefer.

Arriving from across the water? Make sure you keep your (and the rest of the family’s) passport handy as we require a few details. Without it, you may not be able to stay but you will still have to pay what is owed for the accommodation.


Check-out time is 11:00am.  If you would like to extend your stay beyond 11:00am, we can accommodate this for a small charge and subject to availability, simply ask the reception team when you arrive.


COVID-19 has made our hotel cash-free. To make it easy to get tips to our team, if you want to, we have added an optional service charge of 12.5%. Every penny of this is shared between our restaurant, bar and kitchen team members. The service charge is entirely optional – if you want it removed you need only ask.


Although we make every effort to ensure the accuracy of the information set out on our websites and marketing campaigns, we are only human, so if you spot any discrepancies between our offers and your confirmation email, make sure to flag these up to us as the confirmation is what we go from.

We reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites, email campaigns, or otherwise at any time.

All details are correct at the time of going to print, however, they may change from time to time.

Under the Hotel Proprietors Act, persons under the age of 18 must be accompanied by an adult.

Images shown on our website and other marketing materials are representative of the bedrooms, bathrooms and public areas available at the hotel. However, even our rooms that are within the same room type tend to differ slightly so your room might be different to the ones that are shown.

We accept no liability in the event that any of your personal belongings nor those of your party are lost and/or damaged within the hotel. If the hotel property is deliberately or negligently damaged by you or any member of your party, you will be fully responsible for the repair or replacement of the property in question.

We have some house rules and policy for the consumption of alcohol, to ensure that each our hotels can operate as a licensed premise. We ask that all of our guests familiarise themselves and adhere to our house rules and policy for the sale of alcohol, regulated under the UK Licencing Act 2003.

Thank you for reading right to the end.  Now, it is time to start looking forward to your next stay.