TERMS AND CONDITIONS

These terms and conditions apply to all bookings made to stay at Raithwaite Sandsend, whether made via our website, by email or over the telephone. They contain important information about your stay, and we kindly ask that you read these carefully. If there is anything you would like to discuss regarding your booking or these terms and conditions, please do not hesitate to contact us.

WHO WE ARE

HOW TO CONTACT US

You can contact us by phone on 01947 661661, emailing our team on [email protected] or by completing the form on the ‘Contact’ page of our website www.raithwaitesandsend.co.uk

DEPOSIT FOR YOUR ACCOMMODATION

For Flexible Rates, a 20% non-refundable deposit will be taken from the card used to guarantee the reservation should the reservation exceed £500.00. Final payment should be made upon check in at the hotel unless the terms and conditions of the rate plan state otherwise.

ADVANCE PURCHASE RATES

For advance purchase rates and special offer bookings, full payment at time of booking will be required. These payments are non-refundable and non-transferable. 

ACCOMMODATION OFFERS

All offers are subject to availability and cannot be used in conjunction with any other offer. Terms and conditions are subject to change.

CHANGING OR CANCELLING YOUR BOOKING

If you wish to make a change to your booking when made with the hotel, please contact us directly. We will let you know if the change is possible and will send you a confirmation email with the new booking details if the change has been accepted. Should you have booked via a third-party website, please contact them directly. Raithwaite Sandsend cannot change, cancel or amend any bookings which have not been made directly with them.

If we cannot make the change that you have requested or the consequences of making the change are unacceptable to you, you may want to cancel your booking. Your reservation confirmation email will stipulate the terms of your booking and the cancellation policy applicable to your reservation.

Cancellations must be made no later than 48 hours prior to arrival. Applicable cancellation fees will be charged to the card details you supplied to us at the time of making your booking. Please note that where a deposit has been paid, all deposits will be non-refundable. Pre-paid special offers are considered non-refundable and non-transferable.

This cancellation fee will also apply if you fail to arrive for your stay at Raithwaite Sandsend. A prepaid reservation will incur the entire stay charge. If you wish to cancel your booking, please contact us directly by calling 01947 661661 or emailing [email protected]

CHECK-IN & CHECK-OUT

Unless otherwise agreed at time of booking, bedrooms will be available from 3pm and we kindly ask that bedrooms are vacated by 11am.

CHARGES

The price of your stay (which includes VAT) will be the price indicated when you make your reservation via the website, or as communicated to you if you place your booking by telephone or email. We will confirm the price of your stay in our confirmation email, so please double-check that when you receive it and let us know if you notice any discrepancies. Where there has been an obvious discrepancy between our room charges and the price stated on our website or otherwise communicated to you, we reserve the right to charge our correct room charges or to cancel your reservation.

Raithwaite Sandsend reserves the right to ask guests to provide a valid credit or debit card upon check-in.  A credit card pre-authorisation may be taken upon arrival for the full room rate (unless the room rate has been paid in advance), excluding the deposit. You may be required to show the debit or credit card used to pay your deposit upon check-in. 

All charges incurred during your stay, for example food and beverage charges and any room charges which you have not paid for in advance, must be settled upon check-out, when you will have the option to provide a different method of payment should you wish. Please let us know before you check-out if you notice any abnormalities in any charges which have been assigned to your room as these cannot be rectified after departure.

Raithwaite Sandsend has taken the decision to operate on card payment only basis and will not be accepting cash payments at any of the outlets.

SERVICE CHARGE

The optional service charge is a payment which recognises and rewards all employees who deliver outstanding guest service. The optional service charge is 10% on food and drink. If you do not wish to pay it you can asked for it to be removed from your bill. The service charge is shared evenly amongst all members of the team.

YOUR STAY

During your stay, we ask that you comply with the following house rules:

Noise: All guests are asked to respect our other guests and nearby residents when in their room, corridors, any other premises of the hotel or while in the surrounding area.

No Smoking: No smoking is permitted inside Raithwaite Sandsend at any time, whether in your room or elsewhere. We reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay.

Animals & Pets: Four-legged friends get to join the fun at Raithwaite Sandsend; one of the most dog-friendly hotels in Whitby and the surrounding area. A selection of our beautiful rooms and suites are pet-friendly, with an additional charge of £15 per pet, per night. Please confirm the availability of the pet friendly rooms before making a reservation directly with the reservation team by calling 01947 661661 or emailing [email protected]. Dogs are also welcome at a special dog-friendly area near the Restaurant, so guests can tuck into a well-deserved lunch or post-walk drink without leaving their pet behind throughout their stay. We do recommend pre-booking as dining here is subject to availability. In the warmer months, head out onto our sun-washed terrace for drinks, light lunches made with local produce and afternoon tea with views over the Raithwaite Estate award winning gardens.

Children’s Policy: Children aged between 3 and 14 years staying in their parents’ room on rollaway beds are charged at £25.00 per room per night. Kindly note, not all our bedrooms can accommodate an extra bed in the room. Children under 16 must be accompanied by an adult at all times during their stay. Before securing a reservation with a child, please confirm the availability of the rooms directly with the reservation team by calling 01947 661661 or emailing [email protected]

Accidents: Guests must report any accident or injury they or their guests may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.

Inappropriate Behaviour: we kindly ask that you respect other guests and employees and refrain from any improper, violent or abusive behaviour and any illegal conduct at all times during your stay.

Damage: We kindly ask that all guests respect Raithwaite Sandsend rooms and facilities. In the event that there is any damage to the room(s) during your stay or if any items are missing from your room(s) upon your departure, we reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of such damage and/or missing items. 

Parking: We are unable to take responsibility for your car or any belongings that are in your car whilst you are onsite.  Please make sure that all valuables are removed from your car and stored in the safes provided.

RESTAURANT RESERVATIONS

If you have reserved a table in one of our restaurants and change your mind, or decide that you no longer wish to dine during your stay, please kindly let us know 48 hours prior to arrival. 

SPA AT RAITHWAITE

Cancellation policy for treatments is 48 hours and for multiple treatment bookings or spa day packages it is 72 hrs. After this time cancellations are non-refundable.

YOUR PERSONAL INFORMATION

We will use the personal information you provide to us in accordance with our Privacy Policy and in line with GDPR regulations. 

DAMAGE & LOSS

We do not provide a safe in each room for the storage of personal items, however all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests’ personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to Raithwaite Sandsend. Management reserves the right, in its sole discretion, to refuse to store any personal property of guests. 

We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.

Raithwaite Sandsend TRADE MARKS

All guests shall not use the names, logos, colours, trademarks, service marks, photographs, trade dress, or other identifying features of Raithwaite Sandsend (the “Raithwaite Sandsend Marks”) without obtaining our specific prior written approval as to the specific use.

Guests expressly recognise that the Raithwaite Sandsend Marks are the valid, unique and exclusive property of , its parent, affiliates and/or subsidiaries. Guests may not produce or create, or authorise others to produce or create, the Raithwaite Sandsend Marks for any purpose whatsoever, including, but not limited to, in any communications, marketing, advertising or other promotional materials (including, but not limited to, brochures, flyers, invitations, e-mail messages, etc.) that utilise the Raithwaite Sandsend Marks without our prior written consent.

EVENTS

Each event will have their own specific terms and conditions regarding booking, payment and cancellation. 

Any special dietary requirements must be advised to the hotel a minimum of 7 days prior to the event otherwise the hotel cannot guarantee to fulfil the request although all efforts will be made to do so.

Ticketed events will go ahead based on minimum booking levels being achieved.

The hotel reserves the right to amend, postpone or cancel any advertised events with a minimum of 7 days’ notice to guests already booked.

Raithwaite Sandsend reserves the right to make alterations to the content of any ticketed events including, but not limited to, menus, drinks, entertainment etc to reflect any last minute issues with suppliers, ingredients or any other unforeseen circumstances. Any substitutes will be of an equal quality to elements originally advertised.

OTHER IMPORTANT TERMS

Force Majeure: Raithwaite Sandsend will not be responsible and will not pay any compensation where we are prevented or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities.

We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Governing Law & Disputes: These terms are governed by English law and you can bring legal proceedings in relation to these terms or your stay at Raithwaite Sandsend in the English courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings the country within Europe in which you reside.

Alternative Dispute Resolution: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the European Commission Online Dispute Resolution platform here.