FAQ

FREQUENTLY ASKED QUESTIONS

What are the check-in/out times?

Check-in time at all The Hotel Collection hotels is from 3pm and check-out is 11am. If you arrive before that, you’ll have access to facilities & luggage storage. If you plan to arrive after 7pm, please advise your specific hotel. Failure to notify of late arrival may result in your room being resold, and our cancellation terms will apply.

If you require a late check-out, please enquire with the hotel directly.

How can I organise a late check-out?

If you need to extend your check-out time, please speak to Reception who will be happy to help. Please note that additional charges may apply.

How do I make a booking?

From the homepage use the Quick Book component in the top right of the page to book a room and check availability. Select the dates you’d like to stay, the number of rooms you would like to book and the number of guests in each room. There is a box to enter a promotion code if you have one. We’ll then show you all hotels with availability for your chosen dates.

Alternatively, please call the specific hotel you are interested in.

You can only make a booking if you are 18 years old or over. If you arrive at the hotel and are under 18 years of age you will not be permitted to stay alone. We may require photo ID as proof of age.

What happens if I need to cancel?

Online bookings
If you made your booking online, please cancel it by contacting your specific hotel. Simply choose the hotel you are cancelling and search for your booking using your booking reference and surname.

Telephone bookings
Please contact the hotel directly.

What are the costs if I am staying on my own?

The cost may be higher for single occupancy, dependent upon the type of room you require. When checking availability online, the rate quoted will be the total cost including any single supplement.

Will I be charged for extra guests occupying my room?

A supplement may apply dependent upon the package you have booked. Please enquire directly with the hotel.

What is the cost for Wi-Fi in the hotels?

Wi-Fi internet access is free in all The Hotel Collection. For business and other heavy internet users, you can get up to 2MB from just £4.00 for 4 hours.

How can I find my hotel’s contact details?

You can find this information on our hotel information pages.

How can I find directions to my hotel?

You can find this information on our hotel Map and Directions pages. Here you can enter your starting location Postcode, City, Region below the Google map and click GO. You will be taken to a Google web page with step by step directions and a map.

Can I use the Health & Leisure facilities?

All Health & Leisure Clubs are free for hotel residents during their stay.There are also a range of Health & Leisure Club Memberships are available at all of our Health & Leisure Clubs. Any beauty treatments or sunbed sessions will be charged as taken.

What spa treatments are available in the hotels?

Please see the Beauty section for each hotel for details of the treatments and packages available. You should book any treatments direct with the hotel before you arrive to avoid disappointment.

Is there parking at all hotels?

Car parking is available subject to availability at the majority of our hotels. Car parking charges may apply at some hotels. For more information on the specific car parks, please contact the hotel directly. Parking your car is entirely at your own risk and we cannot accept any responsibility whatsoever for theft or damage to your vehicle or other property howsoever caused.

Can I bring my dog?

Many of our hotels are dog-friendly and our teams are on hand to ensure that everyone can enjoy their dogs without imposing on our other guests. You will be allocated a designated bedroom (room restrictions may apply). A maximum of two small dogs or one large dog is allowed in one bedroom. Your dog is not allowed in the hotel restaurant or any health & leisure facilities. Restrictions may apply to the bar and lounge areas in some hotels. Dogs must be kept on a lead at all times when in public areas of the hotels, including the grounds and gardens in some hotels. We ask you to consider our other guests and keep your dog under control at all times, should your dog be a nuisance to other guests or bark incessantly during the stay we will ask you to leave. Guide dogs are allowed in all hotels and throughout the hotel, including the restaurant. For any pet related queries, please call 0800 808 9596. View our dog policy.

What do I do if I have a special request?

Every effort will be made to accommodate any special requests.

How can I book an event?

Please complete the online event enquiry form.

Is room service available?

Room service is available in all The Hotel Collection hotels. Please note that a room service delivery charge will apply, including if you decide to have breakfast in your room. Please contact the hotel directly to confirm times.

Is there any wheelchair access?

We endeavour to provide disabled facilities at all our hotels. Most are accessible and have bedrooms for disabled users. If you have difficulty getting around and would like one of our easily accessible rooms, please contact your chosen hotel so we can select the best room and best rate for you.

How can I make a restaurant reservation?

You can either book in advance by contacting the hotel restaurant before your arrival, or make your reservation at reception when you arrive.

How do I pay for my meal in the restaurant(s)?

If you are staying in any hotels, you may charge items to your room. This facility can be setup by the reception upon check-in or any time during your stay. You would need to provide a credit card for pre authorisation.

What are the car parking costs?

Car parking is available when you arrive, subject to availability, at most hotels. Charges may apply, and if you find a car park is full you will be given directions to the nearest alternative site.

Can I book special, discounted corporate, or group rates online?

Up to three rooms may be booked online through our booking system. For larger groups, please contact the hotel directly.

How can I contact Customer Services?

You can write to the Customer Relations Manager at:

The Hotel Collection
Salisbury House
Wheatfield Way
Hinckley
LE10 1YG

E: customerrelations@thehotelcollection.co.uk

Please include your booking reference, together with the name of the hotel and date(s) of your stay.

How can I be kept up to date with all the latest offers?

Simply subscribe to our regular newsletter, which highlights all the latest offers, competitions and news from the group. Sign up now!

What are the booking terms & conditions?