Terms and Conditions

THE BAT AND BALL

By making payment and securing your booking, you are entering into an agreement with us. Please take the time to read our terms and conditions for your booking below.

These terms and conditions include a simple code of conduct, terms of usage of the site and its facilities, along with departure information and a complaints procedure.

Please note these booking terms and conditions only apply to personal guest room stays, for corporate booking and conference space use please contact the team directly.

Summary:

  • Check-in is available from 3pm on the day of arrival

  • Check-out is no later than 10:00am on the day of departure

  • Deposits are 30% of the total booking

  • All deposit payments taken are non-refundable

  • Deposit payments can be transferred up until 7 days prior to check-in

  • The remaining stay balance is due 7 days prior to check-in

  • Cancellations once the remaining balance is paid are non-refundable

  • Promotional codes can not be used in conjunction with any other offers or promotions

  • No animals, except registered service dogs are allowed on the premises

  • We recommend taking our travel insurance to cover in the event of cancellation.

Full Terms and Conditions:

Booking Terms and Conditions

These Booking Terms and Conditions apply to all reservations made with The Bat and Ball, operated by Kent Hospitality Group Ltd.

By making a reservation and/or payment, you agree to be bound by these Terms and Conditions.

1. DEFINITIONS

"The Bat and Ball", "we", "us" or "our" means Kent Hospitality Group Ltd, Company Number 12745373, trading as The Bat and Ball.

"Guest", "Customer", "Client" or "you" means the person making the reservation and any member of their party.

"Accommodation" means the guest bedrooms, communal areas and associated facilities available for overnight accommodation.

The lead guest making the reservation must be at least 18 years of age and may be required to provide photographic identification upon request.

The person making the reservation confirms they are authorised to do so on behalf of all guests included within the booking and accepts these Terms and Conditions on behalf of the entire party.

2. ARRIVAL AND DEPARTURE

Check-in is available from 3:00 pm on the day of arrival.

Guests may arrive at any time after 3:00 pm. We kindly ask that guests arriving later in the evening remain considerate of other guests who may already be resting and keep noise to a minimum when entering the property and accessing their room.

Access details, including check-in instructions and entry codes where applicable, are normally issued on the day of arrival. Guests are responsible for ensuring they can access the email address and/or telephone number provided during booking.

If access to the registered contact details may be difficult on the day of arrival, guests should notify us in advance and provide alternative contact information.

Check-out is no later than 10:00 am on the day of departure.

Guests who fail to vacate their room by the required departure time may be subject to additional charges.

3. DIRECT BOOKING RESERVATIONS

To secure a reservation, a non-refundable deposit equal to 30% of the total booking value is required.

The remaining balance is due 7 days prior to arrival.

All payments are processed securely through Little Hotelier Pay or any successor payment provider used by us.

Where payment is not received by the due date, we reserve the right to cancel the reservation without further notice.

Guests are responsible for ensuring that all reservation details are accurate at the time of booking.

Any inaccuracies must be reported immediately upon receipt of the booking confirmation. We cannot accept responsibility for incorrect information supplied by guests.

Credit or debit card details may be retained securely for up to 7 days following departure for the purposes of settling any outstanding charges arising from the stay.

4. CANCELLATION BY THE GUEST

All deposits are non-refundable.

Deposit payments may be transferred to a future reservation provided:

  • The request is received at least 7 days prior to arrival.

  • The new stay date is within 12 months of the original arrival date.

  • Availability exists for the requested dates.

Where a reservation is cancelled more than 7 days prior to arrival, no further balance payment will be due.

Where a reservation is cancelled within 7 days of arrival, or after the remaining balance has been collected, all payments become non-refundable and non-transferable.

One amendment to a reservation may be made free of charge, provided it complies with these Terms and Conditions.

Any subsequent amendments may incur an administration fee of £20.00.

Accommodation rates may vary between dates and any increase in rate will be payable by the guest.

We strongly recommend that guests obtain suitable travel insurance to cover cancellation, illness, travel disruption and other unforeseen circumstances.

5. CANCELLATION BY US

In the unlikely event that we are unable to honour a confirmed reservation, we reserve the right to:

  • Offer alternative accommodation of a similar or higher standard;

  • Offer alternative dates;

  • Issue a credit note; or

  • Provide a full refund.

Credit notes are valid for 12 months from the date of issue.

We shall not be liable for any consequential losses, travel costs, accommodation costs or other expenses incurred as a result of a cancellation.

We are not responsible for cancellations resulting from a guest's failure to comply with these Terms and Conditions.

6. FORCE MAJEURE

We shall not be liable for any failure to perform our obligations where such failure results from circumstances beyond our reasonable control, including but not limited to:

  • Severe weather;

  • Flooding;

  • Fire;

  • Utility failures;

  • Industrial action;

  • Pandemic or epidemic events;

  • Government restrictions;

  • Civil unrest; or

  • Any other force majeure event.

Where such circumstances prevent us from providing accommodation, we may offer alternative dates, a credit note or a refund at our discretion.

7. CODE OF CONDUCT

No animals are permitted on the premises, with the exception of registered assistance dogs.

Access to guest rooms and the property is restricted to the number of guests stated on the reservation.

Visitors who are not registered guests are not permitted on the premises without prior authorisation.

Guests must behave respectfully towards staff, other guests and neighbouring properties at all times.

Excessive noise, anti-social behaviour, offensive conduct or illegal activity will not be tolerated.

Food consumption within guest bedrooms is not permitted unless expressly authorised.

Guests are responsible for the conduct, safety and supervision of all members of their party, including children.

8. RIGHT TO REFUSE ACCOMMODATION

We reserve the right to refuse entry, cancel a reservation or terminate a stay without refund where guests:

  • Fail to comply with these Terms and Conditions;

  • Behave in a threatening, abusive, disruptive or offensive manner;

  • Cause disturbance to other guests;

  • Exceed the permitted occupancy of the room;

  • Cause damage to the property; or

  • Engage in illegal activities.

Where a stay is terminated, guests may be required to leave immediately and no refund shall be payable.

9. DAMAGE, BREAKAGES AND ADDITIONAL CLEANING

Guests are responsible for any damage, breakage, loss or theft caused by themselves or any member of their party.

We reserve the right to charge the payment card provided at the time of booking for:

  • Damage to fixtures, fittings or furnishings;

  • Missing items;

  • Specialist cleaning;

  • Additional housekeeping requirements;

  • Lost revenue resulting from a room being unavailable for sale due to damage.

Reasonable evidence of damage or loss may be provided upon request.

10. SMOKING AND VAPING

Smoking and vaping are strictly prohibited within all guest rooms and indoor communal areas.

Guests found smoking or vaping inside the building may be required to leave immediately without refund.

A minimum charge of £150 may be applied where evidence of smoking or vaping is found, together with any costs incurred for specialist cleaning, deodorisation or loss of revenue.

11. LIABILITY

Guests are responsible for the security of their own personal belongings during their stay.

Vehicles are parked entirely at the owner's risk.

We accept no responsibility for loss, theft, damage or injury suffered by guests, their property or vehicles unless caused directly by the negligence of Kent Hospitality Group Ltd or its employees acting within the course of their employment.

Nothing within these Terms and Conditions shall exclude or limit liability where such exclusion is prohibited by law.

12. LOST PROPERTY

Items left behind following departure will be retained for a reasonable period.

Where requested, items may be returned to guests subject to payment of postage, packaging and administration costs.

A minimum charge of £5.00 will apply.

Unclaimed items may be disposed of after a reasonable retention period.

13. MISSING ITEMS

We reserve the right to charge guests for any items found to be missing following departure.

14. VAT

All published rates include VAT at the prevailing rate where applicable.

15. SPECIAL REQUESTS

All special requests must be submitted in writing prior to arrival.

Whilst every effort will be made to accommodate requests, they cannot be guaranteed and remain subject to availability.

16. DATA PROTECTION

Personal information provided by guests will be processed in accordance with our Privacy Policy and applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal information will only be used for purposes connected with the reservation and operation of the accommodation business.

17. WI-FI ACCESS

Guests using our Wi-Fi service agree to use the service lawfully and responsibly.

We reserve the right to restrict or terminate access where misuse is identified.

18. THIRD-PARTY BOOKINGS

Reservations made through third-party booking channels, including but not limited to Booking.com, Expedia and Airbnb, remain subject to the cancellation, payment and booking conditions communicated through those platforms.

Where these Terms and Conditions conflict with the booking platform's published terms, the platform terms shall take precedence in relation to payment and cancellation provisions.

19. CUSTOMER COMPLAINTS

If you experience any issue during your stay, please notify us immediately so that we have the opportunity to investigate and resolve the matter.

Complaints should be raised in person where possible or by email to clare@thebatandball.co.

Complaints received more than 10 days after departure may not be capable of being fully investigated.

20. CHANGES TO THESE TERMS

We reserve the right to amend these Terms and Conditions at any time.

The version applicable to your reservation will be the version in force on the date your booking is confirmed.

21. GOVERNING LAW

These Terms and Conditions constitute the entire agreement between the parties relating to the reservation.

This agreement shall be governed by and construed in accordance with the laws of England and Wales.

The parties submit to the non-exclusive jurisdiction of the courts of England and Wales.