FAQs

All our hotels are dog and cat friendly. Pets must be added to the booking for an additional fee, and we do not allow any other animals within our hotels.

Guests must be 18 years or older to make a reservation. Anyone under the age of 18 is not permitted to stay at our hotels unless accompanied by a parent or legal guardian who is also staying at the property.

Car parking is available at most Elite Venue Selection hotels, though availability, charges, and terms may vary by location.

We recommend checking the individual hotel’s website or contacting the hotel directly to confirm parking details for your stay. The hotel team can advise on
– On-site or off-site parking availability
– Charges (if applicable)
– Accessibility options
– EV charging points (where offered)

We understand the importance of staying close to friends or family during your visit. While we will always do our best to accommodate requests for rooms near one another, this is subject to availability and cannot be guaranteed.

To improve the chances of your request being fulfilled, we recommend contacting the hotel reception directly at least 24 hours before your arrival. Providing your booking reference and the names of any accompanying guests will help our team make the appropriate arrangements, if possible.

If you need to cancel your booking or are having trouble doing so, please call our Call Centre on 0333 323 1574
Calls are charged at the local rate plus your phone provider’s access charge

Opening Hours
Monday to Friday: 8.00am to 6.30pm
Saturday and Sunday: 9.00am to 5.30pm

Cancellations can only be made within the terms and conditions of your booking, so please have your booking reference and contact details ready when you call. Our team will be happy to help and guide you through the process.

All guests are required to present a valid form of photo identification upon arrival, such as a driving licence or passport.

In addition, please ensure you bring the payment card used to make your booking, as this will be needed to verify your reservation and process any remaining charges or pre-authorisations.

Failure to provide the necessary ID or card may result in delays at check-in or, in some cases, refusal of entry in accordance with hotel policy.

Most Elite Venue Selection hotels offer check-in from 3.00pm and check-out by 10.00am, but please note that times may vary slightly by location.

To ensure the most accurate information for your stay, we recommend checking your booking confirmation or contacting the hotel directly. The team will be happy to confirm timings and advise on early check-in or late check-out options, subject to availability and possible charges.

Some of our hotels may be able to offer luggage storage before your check-in time, depending on availability.

We recommend contacting the hotel reception directly in advance to confirm whether this service can be arranged on the day of your arrival. The team will do their best to assist you based on current capacity and occupancy.

Please note that luggage is stored at your own risk and the hotel does not accept liability for loss or damage.

Our cancellation and refund policy varies depending on the type of reservation you have made. For standard bookings, cancellations made at least 48 hours prior to the scheduled check-in date will receive a full refund. If you cancel within 48 hours of your check-in date, a one-night stay fee will be charged.

Non-refundable rates, promotional packages, and special event bookings are not eligible for refunds and cannot be cancelled without incurring a full charge.

Wi‑Fi is available free of charge at all Elite Venue Selection properties

Yes, our hotel rooms are equipped with a personal safe for secure storage of your valuables during your stay.

If you need assistance operating the safe, please contact reception and a member of the team will be happy to help.

Our hotels offer comprehensive daily housekeeping services to ensure your stay remains clean and comfortable. Services include:

Thorough facility cleaning before check-in

Daily room refreshes (beds made, towels replaced, bins emptied)

Turn-down service where available

Please note that housekeeping services may vary depending on the hotel and room type.

We understand that guests may have preferences such as a quiet room, low-floor room, or specific location within the hotel. While we do our best to accommodate all requests, these cannot be guaranteed and are subject to availability at the time of arrival.

To make a room request, please call our Call Centre on:
0161 923 0300
Calls are charged at the local rate plus your phone provider’s access charge.

Cot beds are available upon request and can be provided, subject to availability. To ensure one is available, we recommend requesting a cot at the time of booking or contacting the hotel directly before your stay.

Guests are also welcome to bring their own travel cot if preferred. Please note that space and room layouts vary, so we advise informing the hotel in advance to ensure the room can accommodate your own cot comfortably.

All of our hotels operate a strict non-smoking policy in guest rooms and indoor public areas, in line with UK law.

Smoking, including e-cigarettes and vaping, is not permitted anywhere inside the hotel. Designated smoking areas may be available outside — please ask reception for details.

A cleaning charge may apply if this policy is not respected.

Lifts are available at many of our hotels, providing access to guest rooms and key facilities. However, availability can vary depending on the property.

If lift access is essential, please contact the hotel directly before your stay to confirm and discuss any mobility needs.

Many of our hotels offer accessible bedrooms designed to accommodate guests with additional mobility needs. Features may include wider doorways, step-free access, adapted bathrooms, and ground-floor locations.

As facilities vary between hotels, we recommend contacting our call centre directly before booking to confirm availability and ensure it meets your specific requirements.

Our team will be happy to assist and make your stay as comfortable as possible.

Many of our hotels offer accessible leisure facilities, including step-free access to gyms, pools, or spa areas, as well as accessible changing rooms where available.

However, as facilities can vary by location, we recommend contacting the hotel directly to confirm the level of accessibility and any support available during your visit.

Our team will be happy to provide full details and assist with any specific requirements to ensure a comfortable experience.

Many of our hotels are equipped with wheelchair-accessible entrances, including step-free access or ramps, and automatic or assisted entry doors. However, accessibility features may differ depending on the building’s layout and historic structure, especially at older or listed properties.

We strongly recommend contacting your chosen hotel directly in advance to confirm the level of accessibility at the entrance, including:

Step-free or ramped access

Door width and ease of entry

Availability of accessible drop-off zones or parking near the entrance

Staff assistance if required on arrival

Our hotel teams are happy to provide full details and help make suitable arrangements to ensure a smooth and comfortable arrival for all guests.

If your query hasn’t been answered, please contact our Call Centre for further assistance.

0333 323 1574
Calls are charged at the local rate plus your phone provider’s access charge.

Opening Hours:
Monday – Friday: 8:00am – 6:30pm
Saturday & Sunday: 9:00am – 5:30pm

Our team will be happy to help with any additional questions or concerns you may have.

If you would like to make a complaint following your stay, please use our Contact Us form, found at the bottom of the page.

Be sure to include your booking reference, dates of stay, a clear description of the issue, and any supporting details.

If you require a VAT receipt, it’s best to request one at the hotel reception when you check out.

If you’ve already departed, you can contact the hotel directly by phone and the team will be happy to assist. Please have your booking reference and date of stay ready to help process your request efficiently.

If you believe you’ve left something behind after your stay, we advise contacting the hotel reception directly as soon as possible.

The team will be able to log your enquiry and escalate it to the relevant department for investigation. Please provide details such as your booking name, room number, date of stay, and a description of the item to help speed up the process.

All lost property is handled in accordance with the hotel's policy.

Some hotels may offer luggage storage after check-out, depending on space and availability.

We recommend contacting the hotel reception directly on the day of departure to check if this service is available. The team will do their best to assist where possible.

Please note that items are stored at your own risk, and the hotel does not accept liability for loss or damage.