THE SWAN HOTEL
TERMS AND CONDITIONS

Company: Swan Hotel (Harleston)

Limited 
Company Number: 4823404

Registered Address: 28 Croft Lane, Diss, Norfolk IP22 4NA


Hotel Address: Swan Hotel, Harleston, 19 The Thoroughfare, IP20 9AS

Telephone: 01379 852221 / swanhotelharleston@outlook.com

Governing Law: England and Wales | Last Updated: December 2025
 
1. Introduction
1.1 These Terms and Conditions (“Terms”) govern all accommodation, restaurant, bar, event, and related
services (“Services”) provided by Swan Hotel (Harleston) Ltd (“the Hotel”, “we”, “us”, “our”) to guests, visitors, and
clients (“you”, “your”).

1.2 By making a booking, entering the premises, or using our Services, you agree to these Terms.
1.3 Nothing in these Terms affects your statutory rights under UK law.


1.4 These Terms are governed by the laws of England and Wales and subject to the exclusive jurisdiction of its courts.
1.5 The Hotel operates under all relevant UK legislation including the Hotel Proprietors Act 1956,
Consumer Rights Act 2015, Licensing Act 2003, Data Protection Act 2018 (UK GDPR), and Equality Act
2010.

2. Definitions
2.1 “Booking” means a confirmed reservation for accommodation, dining, or events.
2.2 “Guest” refers to any person occupying a room or using the Hotel’s facilities.
2.3 “Event” includes weddings, private functions, and corporate meetings.
2.4 “Rate Plan” refers to the specific pricing and cancellation terms agreed upon.
2.5 “Force Majeure” refers to events outside the Hotel’s reasonable control that prevent service delivery.

3. Booking and Contract Formation
3.1 A binding contract is created when written confirmation is issued by the Hotel.
3.2 Bookings made via third-party platforms (OTAs) are also subject to their individual terms.


3.3 The Hotel reserves the right to decline or cancel a booking at its discretion.
3.4 Guests must be at least 18 years old to make a reservation.

4. Rates, Taxes, and Charges
4.1 All rates include VAT at the prevailing rate unless otherwise stated.
4.2 Additional services such as event hire, food, and bar charges will be invoiced separately.
4.3 The Hotel reserves the right to amend pricing to comply with legal or tax changes.

5. Payments and Deposits
5.1 Payment terms vary based on the chosen rate plan.
5.2 Pre-authorisation or deposits may be required to secure bookings.
5.3 Event and wedding deposits are non-refundable.
5.4 Final payments must be made at least one month prior to the event or six months for weddings.
5.5 Any outstanding balances must be paid before departure.


5.6 In the event of chargebacks or disputes, the Hotel reserves the right to recover associated fees in accordance with the Consumer Credit Act 1974.

6. Cancellations and Refunds
6.1 Cancellations must be made in writing or via the booking platform used.
6.2 Refundable rates can be cancelled within the period specified at the time of booking.
6.3 Non-refundable rates will be charged in full.
6.4 In the event of a no-show, 100% of the booking will be charged.
6.5 The Hotel may cancel bookings due to operational or safety concerns, offering a full refund of monies
paid.

7. Check-in and Check-out
7.1 Check-in and check-out times will be confirmed in your booking details.
7.2 Early arrivals or late check-outs are subject to availability and may incur fees.
7.3 Valid photo identification may be required upon check-in.
7.4 The Hotel reserves the right to refuse entry or evict guests for breaches of these Terms.

8. Guest Responsibilities
8.1 Guests are responsible for maintaining reasonable behaviour and care for property.
8.2 Noise must be kept to a minimum between 11:00 PM and 7:00 AM.
8.3 The Hotel reserves the right to refuse service or evict guests for harassment, intoxication, or unsafe
behaviour.
8.4 Damage or excessive cleaning requirements may result in additional charges.

9. Damage, Loss, and Indemnity
9.1 Guests are liable for any damage to property or equipment caused by them or their visitors.
9.2 The Hotel may recover costs for repairs, replacements, or lost revenue from room downtime.
9.3 Guests indemnify the Hotel against claims, damages, or costs arising from their use of facilities.

10. Smoking and Vaping
10.1 Smoking and vaping are prohibited in all indoor areas.
10.2 Designated outdoor smoking areas are available.
10.3 Breaches of this policy may incur a minimum £150 deep cleaning fee.

11. Pets
11.1 Pets are permitted in guest rooms, subject to the guest’s liabilities of any damages.
11.2 Pets may be allowed in designated areas and the bar, subject to management approval.
11.3 Assistance dogs are welcome throughout the Hotel.

12. Parking
12.1 Parking is available for guests but is at their own risk.
12.2 The Hotel accepts no liability for theft, loss, or damage to vehicles or contents.

13. Restaurant, Bar, and Alcohol Service
13.1 The Hotel operates under the Licensing Act 2003.
13.2 Alcohol will not be served to anyone under 18 or appearing intoxicated.
13.3 Outside food and drink are not permitted unless approved.
13.4 Allergen information is available on request; guests must inform staff of dietary requirements.

14. Events and Weddings
14.1 A non-refundable deposit is required to secure an event or wedding date.
14.2 Final guest numbers must be confirmed at least 14 days prior.
14.3 Entertainment must cease by midnight.
14.4 No external catering or alcohol may be brought onto the premises without prior consent.

15. Health, Safety, and Fire
15.1 Guests must comply with all fire safety signage and evacuation procedures.
15.2 Fire alarms are tested weekly; false activation or interference will result in charges.
15.3 The Hotel adheres to the Regulatory Reform (Fire Safety) Order 2005 and HSE standards.

16. Accessibility and Children
16.1 The Hotel complies with the Equality Act 2010 and provides accessible rooms where possible.
16.2 Guests must inform the Hotel in advance if accessibility adjustments are required.
16.3 Parents and guardians are responsible for the supervision of minors.

17. Data Protection and CCTV
17.1 The Hotel complies with the Data Protection Act 2018 and UK GDPR.
17.2 CCTV operates for safety and crime prevention.
17.3 Personal data is stored securely and used only for operational or legal purposes.
17.4 Guests may request access, correction, or deletion of personal data by contacting park.hotel@btinternet.com

18. Wi-Fi and Internet
18.1 Complimentary Wi-Fi is provided to guests.
18.2 Usage may be monitored for security and compliance with UK law.
18.3 Illegal activity or network abuse will result in termination of access.

19. Environmental and Sustainability
19.1 The Hotel is committed to reducing waste and energy use.
19.2 Guests are encouraged to reuse towels and conserve resources.
19.3 The Hotel complies with environmental regulations and recycling standards.

20. Force Majeure
20.1 The Hotel is not liable for any delay or failure due to circumstances beyond its control, including
natural disasters, pandemics, or government orders.
20.2 The Hotel will attempt to reschedule affected bookings.

21. Complaints and Dispute Resolution
21.1 Guests should raise any complaint with the Duty Manager / Staff, immediately.
21.2 Unresolved matters may be emailed to park.hotel@btinternet.com.
21.3 All disputes will be governed by the laws of England and Wales.

22. Liability
22.1 Liability for guests’ belongings is limited under the Hotel Proprietors Act 1956.
22.2 The Hotel is not liable for indirect losses or business interruption.
22.3 Nothing excludes liability for death or injury caused by negligence.

23. Entire Agreement and Updates
23.1 These Terms represent the entire agreement between the Hotel and the Guest.
23.2 Amendments must be agreed in writing by management.
23.3 These Terms may be updated from time to time and the latest version will apply.

Annex – Summary of Additional Charges

• Deep cleaning (smoking/vaping): £150 minimum


• Lost key/fob: £25


• Damage to property: charged at cost + labour


• Fire alarm misuse: cost of emergency call-out


• Event overtime: hourly rate by agreement


 

Disclaimer
This document is provided for general information and may be updated periodically. Guests are advised to
review the most recent version on our website or request a printed copy at reception.