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hotel Check In

Frequently Asked Questions

  • How do I make a reservation?

    • To make a reservation you can call our reservations team on 01709 702 701 or alternatively click ‘Book Now’ at the top of the website.

 

  • Are the prices quoted per room or per person?

    • All prices are per room unless stated otherwise

  • Is breakfast included?

    • Breakfast is included on any Bed & Breakfast Rate and our overnight packages, we do also offer a room only rate for stays at the hotel.

  • Is payment taken straight away from my card?

    • We take a card to guarantee your reservations with us, certain overnight stays such as packages require pre payment which our reservations team will discuss with you at the time of booking.

  • Is it safe to use my credit card?

    • Yes, our reservations system is PCI compliant meaning your details are stored securely ensuring it is only used in line with our booking terms and conditions.

  • Do you require payment of a deposit?

    • Some overnight packages require a deposit to confirm the reservation, our reservations team will discuss with you at the time of booking.

  • Which payment methods do you accept?

    • We accept all major credit/debit card providers and cash. ** Please note the use of cash is currently discouraged due to COVID 19 precautions currently in place at the hotel.

  • Are taxes included in the total quote?

    • Yes, VAT at the current rate is included in the total price quoted.

  • Are booking fees charged?

    • No, the price quoted is the price for the room for the date requested

  • How can I get a copy of my receipt/invoice?

  •              You can get a copy of your receipt/invoice by calling our reservations team on 01709 702 701 or via email at reception@hellabyhallhotel.co.uk

  • I’m booking for someone else, how can I pay for their stay?

    • You can pay for a stay with us by calling our reservations team on 01709 702 701, who will be able to take payment from a card over the telephone.           

  • I can’t find the dates I am looking for, what should I do?

    • Please call our reservations team on 01709 702 701 who will be happy to help.

  • The website is not working correctly, what should I do?

    • Please call our hotel on 01709 702 701 where a member of our team will be happy to deal with your request.

  • How will I know my booking is confirmed?

    • You will receive an email confirmation to the email address provided at the time of booking.

  • I haven't received my email confirmation, what should I do?
  • There is a mistake in my confirmation/I want to amend my booking.
  • What is the cancellation procedure?

    • For standard stays cancellation is 4pm the day before your date of arrival. Please note pre paid/advance purchase rates are non refundable and non transferable. All our overnight packages and offers carry their own cancellation policies which will be outlined in your booking confirmation.

  • Will I be charged a cancellation fee?

    • If your cancellation is past the cancellation period and/or against the cancellation policy shown in your booking confirmation, the full payment will be charged to the card provided.

  • How to make a group booking?

    • Please call our reservations team on 01709 702 701 to make a group reservation.

  • What time is check in/check out?

    • Check in is from 3pm on the day or arrival and check out is 11am on the day of departure.

  • What time is breakfast/lunch/dinner?

    • Breakfast is served Monday to Friday 7am until 9.30am and Weekends & Bank Holidays 7.30am until 10.30am

    • Our All Day Dining Bar menu is served daily 12pm until 9pm Monday to Sunday

    • Dinner is served daily 6pm until 9pm Monday to Sunday in our Carnelly Restaurant

  • What are the bar/restaurant opening hours?

    • Our Carnelly Bar is open 12pm until 11pm Daily to non residents and our Carnelly Restaurant is open Daily from 6pm for Dinner.

    • **Please note current COVID curfew guidelines may affect these opening hours.

 

  • How many children to a room?

    •  Our largest family room can sleep two adults, three children with room for a travel cot. We recommend calling our reservations team on 01709 702 701 to discuss availability prior to booking.

  • Are cots available?

    • Yes, we have travel cots available.

  • Do children pay for breakfast?

    • Yes, children under 12 are charged £5 for breakfast and children under 2 years are complimentary.

  • Where can I find transport details?

    • If you call the hotel on 01709 702 701 a member of our team can best advise you which local transport companies to use to get to and from the hotel.

  • What is the approximate cost of a taxi from the hotel to town/airport?

    • We recommend calling a local taxi company to quote for this, alternatively contact the hotel on 01709 702 701 where a member of the team can look into this for you.

  • Is car parking available 

    • Yes, we have over 200 complimentary car parking spaces

  • Can I leave my luggage in the reception if I arrive before check-in starts?

    •  Yes, please speak to our reception team on arrival who will arrange this for you.

  • Can I request adjoining rooms?

    • Yes, please call our reservations team on 01709 702 701 to book so that they can arrange this for you.

  • Can I request to have flowers/chocolates/wine put in the room?

    • Yes, please call the hotel on 01709 702 701 where a member of our team can talk through options available and arrange this for you.

  • Do the hotels accept animals?

    • The hotel is a pet free hotel with guide dogs being the exception.

  • I stayed at your hotel and forgot something in my room. How can I get it back?

    • Please call the hotel on 01709 702 701 or email our reception team on 01709 702 701, please include the date of your stay and name in the email.

  • I stayed at your hotel and forgot to take my receipt. How can I get it?
  • Where should I direct a complaint?

    • Please call the hotel on 01709 702 701 and ask to speak to a member of management or alternatively you can email our Hotel Operations manager, on jason@hellabyhallhotel.co.uk

  • I want to speak to someone, how can I make contact?

    • Please call 01709 702 701, or alternatively click the ‘Let’s Chat’ link on the bottom right of your screen.

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