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Terms & Conditions

Welcome to Historic Sussex Hotels, we have tried to keep our terms and conditions straight forward and if you have any questions or would like any further information please ask a member of the team.

COVID-19 Statement

Thank you for taking a moment to read the following as we all embrace a new normal. The safety and well-being of our staff and guests is of paramount importance to us and we have always maintained the highest standards of cleanliness and hygiene throughout our hotels, spas and restaurants. We have implemented a number of additional measures across our hotels to keep you safe from the risks associated with COVID 19, following the Government guidelines, and to do everything reasonably practical to minimise the risks, whilst recognising we cannot completely eliminate the risk of Covid-19. Our aim is for you to feel confident and comfortable returning to our hotels, spas and restaurants, as well as our team returning to their workplace. We expect our staff, guests and members to comply with our efforts and measures to prevent both transmission and onward contamination of the COVID-19 virus and ask that you always consider the below:

Be together, safely spaced. Enjoy yourselves & respect others.

We ask that you kindly respect other guests and our teams during your stay. And, if you are questioned about your actions, please have the grace to accept this as part of our on-going desire to keep everyone safe.

When you arrive at the hotel you may be asked to wait a moment - this will be to ensure we maintain appropriate physical distancing between our guests. Our aim will be to get every guest checked-in swiftly and efficiently so we will simply ask you take a moment for a short stroll around the grounds, or if you prefer, to wait in your car.

As the Government guidelines unfold, we expect these measures will evolve and alter and we will adapt and update them accordingly. If you have any further questions or would like further information about the above, please contact the General Manager.

Please take a look at 'The Spa - the new normal and enhanced measures'

In accordance with Government guidance, as of 8th August 2020, it is mandatory that all guests wear appropriate face coverings in the public areas of our hotels and spas. Face coverings are not required in the guest bedroom or whilst seated for eating or drinking.

What if the situation changes again and/or I am unable to stay at short notice?

Should this situation arise, just let us know and we will be as flexible as possible to find a date when you are comfortable and confident to visit us. Our standard cancellation policy applies however we are happy to move your reservation as often as is required and you will not lose any deposit paid.

What new cleaning measures have been introduced to keep me safe from the risk associated with Covid-19?

Your bedroom will be cleaned with extra care and an Airthereal Ozone generator. These ozone generators disinfect indoor environments and ensure health and safety. Ozone is one of the most powerful sterilizers killing bacteria and viruses. We have removed non-essential items to minimise any contamination risk and we have placed individual amenity bottles and sanitizing wipes in bedrooms, please feel free to take any that are partly-used home with you and if you need more during your stay, please ask.

If you would prefer we didn't enter your bedroom to service the room during your stay, please let us know at check-in. Unless otherwise requested, our housekeeping service will continue as normal, now only entering a room when it is empty of guests.

We have developed our cleaning programme throughout all the public areas with increased frequency of disinfection in areas of high touch points, including door handles and bannisters. You will see hand sanitisers provided throughout the hotel, please use these regularly.

How will you enable social distancing?

Social distancing measures will be in place in all public areas with a one-way system throughout the hotel, where possible.

Signage will be displayed in all public areas to remind you of social distancing measures and ensure your safe passage.

We have reduced the number of tables in the restaurant, lounges and bars and encourage use of our outdoor space at all times, weather permitting. In accordance with the 'Rule of Six', please note that as of 14th September, we are unable to accept table reservations of more than six guests.

All table reservations must be booked before arrival and timings may be staggered to allow for physical distancing. Please note if you arrive without a reservation you may be asked to wait or be turned away.

Can you reassure me that the team looking after me are fit and well?

We are working to the Government's Covid-19 Secure Workplace guidelines and our team will be trained to understand the risks posed by COVID-19 and how to carry out our enhanced measures while maintaining our high levels of service in this new environment. In addition all team members must:

* Wear PPE as appropriate

* Wash their hands regularly as trained and in line with government guidelines

* Stay at home if they are unwell and follow official guidance on self-isolating

* Limit physical contact and maintain social distancing, wherever possible, with other team members and guests

What should I do if I feel unwell during my stay?

Please inform a member of the team immediately. An Isolation room has been set up for any guests who display symptoms where they can await further assessment by 111.

Will this stay be different to previous visits?

We will continue to offer you the warmest welcome and will be delighted to welcome you back. The hotel will look a little different and you will spot things around the buildings that you may not have seen previously such as hand sanitisers and screens. We ask that all our guests comply with our efforts and measures to prevent both transmission and onward contamination of the COVID-19 virus.

Accessibility

At Historic Sussex Hotels we aim to provide the highest standards of service and treat our guests as individuals. Much of the charm of our hotels is due to the age of the buildings and this does mean that access to to some bedrooms is via uneven and steep staircases and we do have irregular steps and narrow corridors. Please advise us of any accessibility concerns at the time of booking and we will do our best to find a solution, we do have ground floor bedrooms and portable ramps to make access easier and will always be on hand to help as required. We have a ground floor accessible toilet located in the hotel at Ockenden Manor. An accessible changing room and toilet at Ockenden Manor and Bailiffscourt Spas. Ground floor (but not accessible with a wheelchair) toilets at The Spread Eagle and Bailiffscourt.

Behaviour & Etiquette

We politely ask that you comply with our hotel and spa rules and dress codes, where applicable. We reserve the right to judge unacceptable levels of noise or inappropriate behaviour and ask for your compliance with our direction on these matters.

Please be aware that any damage caused to the hotel property and/or premises or theft of hotel property will be charged to person concerned.

Cancellation

If you wish to cancel your reservation, please let us know as soon as you are able and note the required notice below. There is no right to postpone any booking, however we will do our best to accommodate you where circumstances are beyond your reasonable control.

Bailiffscourt & Ockenden Manor

Should you need to cancel your reservation, we require a minimum of four days notice prior to midday on your day of arrival to avoid a cancellation fee.

The Spread Eagle

Should you need to cancel your reservation, we require a minimum of 48 hours notice prior to 3pm on your day of arrival to avoid a cancellation fee.

In light of recent events relating to COVID-19, we will endeavour to process your refund within 14 days. This is longer than we would normally take, however we would appreciate your understanding that this current situation has reduced our finance and admin capabilities and in addition we have had to increase security to combat a higher level of potential fraud.

Check In / Check Out

We'll do our best to have your room ready by 3pm and encourage you to arrive at any time during your arrival day so you have plenty of time to fully enjoy everything we have to offer. If your room is ready earlier we will get you settled straight in.

On your last day you are most welcome to stay on and enjoy the spa and hotel, however, we ask that you return your room key to Reception by 11am.

Should you wish to arrange a later check-out, please contact Reception during your stay and we will do our best to accommodate your request.

Deposit

A deposit is required to secure your reservation which will be explained at the time of booking: for reservations with a total of one to three nights, the first night's rate is taken. For reservations with a total of four nights or more, 50% of total stay rate is taken at time of booking.

In the event of cancellation this will be refunded if notice is given as per our cancellation policy.

Deposits, payment and cancellations terms will vary for key dates including Goodwood events, Christmas, New Year, other specified dates and special offers. Full pre-payment is required and may be non-refundable in the event of cancellation or if you shorten your stay, please check at the time of booking.

Please note for reservations made within 4 days (96 hours) of the day of arrrival, full payment for the stay is required at check-in.

In light of recent events relating to COVID-19, we will endeavour to process your refund within 14 days. This is longer than we would normally take, however we would appreciate your understanding that this current situation has reduced our finance and admin capabilities and in addition we have had to increase security to combat a higher level of potential fraud.

Dietary Requirements, Food Allergies & Intolerances

At Historic Sussex Hotels, we take great pride and care to produce delicious, full flavour dishes, prepared using the finest locally sourced ingredients.

We are committed to ensuring we serve you dishes that meet your allergen and dietary requirements. Please help us achieve this by supplying this information prior to arrival.

Every menu will display a full list of allergens included in the dishes as defined by the EU food information regulations 13.12.14, here are the 14 allergens:

Cereals, Crustaceans, Eggs, Fish, Peanuts, Soybeans, Milk, Celery, Mustard, Sesame, Nuts, Sulphur dioxide/sulphites, Lupin, Molluscs

Due to the nature of our kitchens, and the high volume of homemade food produced, we cannot guarantee that our dishes do not contain a trace of any of these allergen ingredients. We will do our best to avoid any cross contamination, however, please be aware that all food is prepared and cooked in our kitchens where multiple allergen ingredients are used.

This also relates to manufactured items that we may purchase and use in our dishes. We adhere to their labelling however we cannot guarantee that there are no trace elements in these products.

You can choose dishes from the menu where the allergens are stated and we will point you towards the dishes that are suitable. Or we will endeavour to alter these dishes to accommodate the individual needs.

It is very important that we are notified of any potential allergy risk when making your booking.

We hope you will appreciate that while we will always do our best to accommodate all tastes, we would ask you to understand that there is likely to be a restricted choice for dietary requests.

Dogs

Well-behaved dogs are welcome at Historic Sussex Hotels - charges may apply, please ask at time of booking.

Dogs must be supervised at all times and owners are responsible for their dog and dog's behaviour. We ask that dogs are kept on their leads in all public areas including the Courtyard and Rose garden at Bailiffscourt. Dogs stay in the room with you (up to two dogs per room) and are welcome everywhere with the exception of the Spas and Restaurants.

Please consider other guests and our wildlife and ensure your dogs are under control when letting them off the lead within our grounds.

Assistance dogs are welcome throughout our hotels.

Extra Charges

Any extra charges incurred after the settlement of the account will be automatically charged to the credit card registered on the reservation, and an invoice will be forwarded on.

Families

Historic Sussex Hotels are family friendly and we recognise that if your children are happy and relaxed than you are so we take every care to ensure your children are as well looked after as you are.

There are lots of options for your sleeping arrangements depending on the age of your children and the size of your family. You can either share - many of our rooms have sofa beds or ample space for extra beds and or you can book adjacent or interconnecting rooms. We will ask you how you will be most comfortable and recommend the best fit for you and your family.

Children are welcomed in our restaurants where you can dine comfortably as a family. We have a selection of menus for younger children and for those that can't last until dinner, we are happy to serve snacks and light meals throughout the day in our lounges or you can order room service.

Please note we do not offer in-house baby-sitting or baby-listening services and due to the layout of the hotels, baby monitors may not work. If you would like to arrange baby-sitting, please do so prior to arrival. Here are some agencies in the area and we ask that you contact them directly to make your arrangements:

For Bailiffscourt: Freedom Childcare 0845 3300403

For Ockenden Manor: Sussex Events Childcare 07557043736 or 07747467285

For The Spread Eagle: Little Laura's Nanny Agency 01243 824311

Children Spa Access & Swimming Times & Swimming Pool Depths

Please note children under 16 must be accompanied by an adult at all times in the spa (maximum two children per adult) and are only allowed in our spas during the times shown below. Children are not permitted to use the hot tub, jacuzzi, steam room or sauna. Spa treatments are for guests who are 16 years or older.

Bailiffscourt / pool depth = 1.4 metres

10.00am to 11.00am and 3.30pm to 5.00pm daily

Ockenden Manor / pool depth = 1.4 metres

10:00am until 11:00am and from 3:30pm until 5.00pm daily

The Spread Eagle / pool depth = 1.4 metres

10.30am to 12.30pm and 3.00pm to 5.00pm daily

Gift Vouchers

If you have been given a voucher or have brought one for your stay, please remember to bring it with you and hand it to Reception on arrival. Unfortunately proof of purchase is not sufficient and if you are unable to produce a physical, valid gift voucher, we will have to charge payment in full for your stay.

Group Reservations

A group reservation is defined as 8 or more bedrooms at Bailiffscourt and The Spread Eagle and 5 or more bedrooms at Ockenden Manor.

Please ask at time of booking as alternative terms and conditions may apply.

Parking

There is ample, private and complimentary parking at all Historic Sussex Hotels. Please note we do not take responsibility for damage or loss to cars parked in our car parks.

Payment & Pre-Authorisation

Payment

Please note we do not accept personal cheques as a method of payment unless received 21 days or more before the date of arrival or event.

Please note for reservations made within 4 days (96 hours) of the day of arrrival, full payment for the stay is required at check-in.

Pre-authorisation

All guests will be asked, on check-in, to provide a credit or debit card for a pre-authorisation. Payment can still be made by cash on departure or by another credit or debit card. Please note that the pre-authorisation could be held for up to 30 working days before it is released by your issuing bank or credit card company.

A pre-authorisation is not a charge. Your issuing bank/credit card company holds the pre-authorised amount temporarily from the available balance on your account for the hotel to use.

Please ask the team at check-in if you require further clarification.

Smoking

Smoking is not permitted anywhere within the hotels or spas.

Please be aware that we may charge a room recovery fee for guests who do not comply in order to cover the cost of restoring guest rooms to a smoke-free condition.

Table Reservations

All table reservations must be booked before arrival and timings may be staggered to allow for physical distancing. Please note if you arrive without a reservation you may be asked to wait or be turned away.

Please let us know at the time of booking of any dietary requirements or special celebrations.

For restaurant opening times and to book a table online please visit:

Bailiffscourt

Ockenden Manor

The Spread Eagle

Spa

Spa Opening Times

Bailiffscourt

The Spa is open from 7.00am to 9.00pm midweek and 8.00am to 9.00pm at the weekend. Treatments are available from 10.00am to 6.00pm with later treatment times (until 8pm daily) available on request in advance.

Ockenden Manor

The Spa is open from 7:00am until 9:30pm on weekdays and from 8:00am until 9:00pm at weekends. Treatments are available from 10.00am to 6.00pm with later treatment times (until 8pm daily) available on request in advance.

The Spread Eagle

The Spa is open from 7.00am to 9.00pm midweek and from 8.00am to 8.00pm at the weekend. Treatments are available from 10.00am to 6.00pm with later treatment times (until 8pm daily) available on request in advance.

Children Spa Access & Swimming Times & Swimming Pool Depths

Please note children under 16 must be accompanied by an adult at all times in the spa (maximum two children per adult) and children are not permitted to use the hot tub, jacuzzi, steam room or sauna.

Bailiffscourt / 1.4 metres

10.00am to 11.00am and 3.30pm to 5.00pm daily.

Ockenden Manor

10:00am until 11:00am and from 3:30pm until 5.00pm daily / 1.4 metres

The Spread Eagle / 1.4 metres

10.30am to 12.30pm and 3.00pm to 5.00pm daily.

Spa Treatments

Due to the popularity of the spas, pre-booking spa treatments prior to arrival is essential. Please note that spa treatments are for guests who are 16 years or older.

Spa Arrival Time

We ask that you arrive at least 15 minutes (30 minutes at Ockenden Manor) before your first scheduled appointment in order to give you ample time to check in, enjoy a refreshing herbal tea or coffee and start to relax

Spa Attire

We will provide you with everything you need for your spa experience including robes, slippers and towels. We request swimwear is worn throughout all wet areas, including the sauna and steam rooms. We ask the underwear is worn for all treatments - disposable underwear can be provided if preferred.

Mobile Devices

We have provided a haven for you to relax and switch off, we therefore ask the you relax and switch off your mobile devices while in the spa.

Health Conditions

Please let us know, at time of booking, of any health conditions, allergies, ailments or injuries. For those undergoing any treatment or care from your medical professional, we require an approval letter to ensure the treatments we provide are appropriate and safe. On arrival at the spa, you will be asked to complete a consultation form.

Pregnancy

We offer specially designed treatments that are suitable during pregnancy. We are unfortunately unable to offer any form of body therapy during your first trimester and may request a letter from your doctor or medical professional prior to treatment. Please also let us know if your pregnancy is a secret.

Payment

Full pre-payment for all spa packages and treatments in excess of £100 will be taken at the time of booking.

Spa Treatment Cancellation

We ask that you provide at least 24 hours notice prior to the start of your first appointment. Any appointment cancelled within 24 hours will be charged in full. For group bookings of 4 or more people, we ask that 72 hours notice prior to the start of your first appointment is given in the event of cancellation.

The Spa - the new normal & enhanced measures

Please read the following planning and preparation as we embrace a new normal. The safety and well-being of our staff and guests is of paramount importance to us and we have always maintained the highest standards of cleanliness and hygiene throughout our hotels, spas and restaurants. We have now implemented a number of additional measures across our spas to keep you safe from the risks associated with COVID 19, following the Government guidelines, and to do everything reasonably practical to minimise the risks, whilst recognising we cannot completely eliminate the risk of Covid-19. Our aim is for you to feel confident and comfortable returning to our spas, as well as our team returning to their workplace. We expect our staff, guests and members to comply with our efforts and measures to prevent both transmission and onward contamination of the COVID-19 virus and ask that you always consider the below:

Be together, safely spaced. Enjoy yourselves & respect others.

We ask that you kindly respect other guests and our teams during your visit to the Spa. And, if you are questioned about your actions, please have the grace to accept this as part of our on-going desire to keep everyone safe.

When you arrive at the spa you may be asked to wait a moment - this will be to ensure we maintain appropriate physical distancing between our guests and stay within the permitted capacity within the Spa. Our aim will be to get everyone checked-in swiftly and efficiently.

As the Government guidelines unfold, we expect these measures will evolve and alter and we will adapt and update them accordingly. If you have any further questions or would like further information, please contact the Spa Manager.

In accordance with Government guidance, as of 8th August 2020, it is mandatory that all guests wear appropriate face coverings in the public areas of our hotels and spas including changing rooms and during spa treatments. Face coverings are not required poolside, in the gym or whilst seated for eating or drinking.

What new cleaning measures have been introduced to keep me safe from the risk associated with Covid-19?

We have developed our cleaning programme throughout all the public areas with increased frequency of disinfection in areas of high touch points, including door handles and equipment.

Loungers will be sanitised with a Sanisol sprayer, emitting a fine mist of an alcohol based solution to ensure sanitisation.

You will see hand sanitisers provided throughout the hotel, please use these regularly.

We have removed non-essential items to minimise any contamination risk.

How will you enable social distancing?

As per the Government guidelines each Spa building has a maximum capacity restriction which will be carefully managed at all times.

Social distancing measures will be in place in all public areas and entry to the Spa will be managed to ensure we keep within capacity guidelines.

Signage will be displayed in all public areas to remind you of social distancing measures and ensure your safe passage.

We have reduced the number of loungers by poolside and increased the distance between them, we encourage use of our outdoor space at all times, weather permitting.

All spa treatments and spa days must be booked before arrival and timings may be staggered to allow for physical distancing. Please note if you arrive without a reservation you may be asked to wait or be turned away.

Swimming Pools

There is a maximum capacity for each swimming pool at any one time as shown below and a maximum time in the water of up to 20 minutes at a time. We ask that you respect others who may be waiting to use the pool. If the pool is quiet and no-one is waiting you may stay in the water longer. Please use the poolside showers prior to entering the swimming pool.

Bailiffscourt - up to 7 (indoor pool) and up to 7 (outdoor pool)

Ockenden Manor - up to 12 (indoor pool) and up to 6 (outdoor pool)

The Spread Eagle - up to 7 (indoor pool)

Spa baths & hot tubs / Steam Rooms & Sauna

Up to 1 household at any one time is permitted in the spa bath or hot tub for up to 10 minutes at a time. We ask that you respect others who may be waiting to use the spa bath or hot tub. If the spa bath or hot tub is quiet and no-one is waiting you may stay in the water longer. Please use the poolside showers prior to entering the spa bath or hot tub.

Please note our Steam Rooms & Sauna are closed until further notice

Gym

A maximum of 2 can be in the gym at any one time for up to 30 minutes at a time. We ask that you respect others who may be waiting to use the gym. If the gym is quiet and no-one is waiting you may stay longer. Please ensure you maintain appropriate social distancing at all times.

Fitness Classes

Our fitness classes will resume on Monday 21st September 2020, where possible and weather permitting, they will be held outside. Indoor class sizes will be limited to:

Bailiffscourt - up to 6

Ockenden Manor - up to 4

The Spread Eagle - up to 8

Classes must be booked in advance on a first come, first served basis and please note if you arrive without a booking, you will not be permitted to join the class. Please let us know in advance if you are unable to attend so that others may have the opportunity to book the class.

Aqua classes at Ockenden Manor and The Spread Eagle will not take place for the time being

We ask that you consider the following in good time:

- If you feel unwell, please do not come to the spa or attend the class

- If you have displayed or are displaying any symptoms, please stay at home

- If you feel unwell during your visit, please inform a member of the team immediately. An Isolation room has been set up for any guests who display symptoms where they can await further assessment by 111.

Please bring your own equipment and arrive changed and ready for class, no earlier than 5 minutes before the start time.

Please arrive with your face covering on - your instructor will advise when you can remove it.

Please leave the studio as soon as your class has finished to enable us to thoroughly sanitise the space ready for the next user.

Changing Rooms

As per the current Government guidelines the changing rooms are available for essential use only i.e. pre or post swim and not for use in preparation for 'dry activities'.

We ask that all guests resident in the hotels, change in their bedrooms prior to visiting the Spa.

We ask that all spa members, where possible, arrive changed and ready for their chosen activity.

A maximum capacity for each changing rooms is as follows:

Bailiffscourt - up to 2 at any one time

Ockenden Manor - up to 3 at any one time

The Spread Eagle - up to 2 at any time

Can you reassure me that the team looking after me are fit and well?

We are working to the Government's Covid-19 Secure Workplace guidelines and our team will be trained to understand the risks posed by COVID-19 and how to carry out our enhanced measures while maintaining our high levels of service in this new environment. In addition all team members must:

* Wear PPE as appropriate

* Wash their hands regularly as trained and in line with government guidelines

* Stay at home if they are unwell and follow official guidance on self-isolating

* Limit physical contact and maintain social distancing, wherever possible, with other team members and guests

What should I do if I feel unwell during my visit?

Please inform a member of the team immediately. An Isolation room has been set up for any guests who display symptoms where they can await further assessment by 111.

Will this stay be different to previous visits?

We will continue to offer you the warmest welcome and will be delighted to welcome you back. The spa will look a little different and you will spot things around the buildings that you may not have seen previously such as hand sanitisers and screens. We ask that all our guests comply with our efforts and measures to prevent both transmission and onward contamination of the COVID-19 virus.

Hotel Proprietors Act 1956 Notice

Loss of or Damage to Guest's Property

Under the Hotel Proprietors Act 1956, an hotel propietor may in certain circumstances be liable to make good any loss or damage to a guests property even though it was not due to any fault of the proprietor or staff of the hotel.

This liability however:

(a) Extends only to the property of guests who have engaged sleeping accommodation at the hotel

(b) Is limited to £50 for any one article and a total of £100 in the case of any one guest, except in the case of property which has been deposited, or offered for deposit, for safe custody.

(c) Does not cover motor cars or other vehicles of any kind or property left in them, or horses or other live animals.

This notice does not constitute an admission either that the Act applies to this hotel or that liability thereunder attaches to the proprietor of this hotel in any particular case.