Policies

Cancellation Policy

In the event of cancellation, full payment will apply unless you can provide notification as follows:
1 or 2 rooms, 48 hours’ notice prior to 12 noon on the day of arrival is required,
3-5 rooms, 7 days notice prior to 12 noon on the day of arrival is required.
For reservations of 6-9 rooms or reservations with a value that exceeds £1,000 then 14 days notice prior to 12 noon on the day of arrival is required.

These reservations may be subject to deposit and cancellation policies.  Please contact the hotel if you have any questions.

Reservations of 10 rooms or more will be subject to specific deposit and cancellation policies appropriate to the respective reservation and this will be confirmed at time of booking. If you would like this in writing please contact reception on Lincoln (01522) 538801

 

Cancellations and changes by us

Very occasionally, in exceptional circumstances, we may have to cancel your booking. In these circumstances, we will inform you as soon as possible. If we need to cancel your stay due to circumstances beyond our control, where the performance of our obligations are affected directly or indirectly by or as a result of force majeure (including, but not limited to, flooding or extreme weather conditions, natural disasters, acts or terrorism, fire, failure of electrical power, gas, water or other public utility,  or collapse of building structures), we regret that we are unable to refund any monies paid and will not be liable to pay any compensation. We recommend you take out travel insurance to protect you against such eventualities. If we cancel and refund your holiday, we will have no further liability to you.

Very occasionally it may be necessary to change or withdraw certain accommodation, services, or facilities due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors beyond our control. We reserve the right to make such alterations in such circumstances without prior notice and we are unable to accept liability for the loss of an advertised facility or to pay compensation for any inconvenience caused. We will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their stay commences.

 

Our Commitment to Equality and Diversity

Disability Discrimination Policy

1 POLICY

The Castle Hotel supports the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination on the grounds of disability. No applicant or employee shall receive less favourable treatment because of disability.

It is in the interest of The Castle Hotel and those who work for it to ensure that all available human resource talents and skills are considered when employment opportunities arise.

The Castle Hotel is committed to maintaining and managing a diverse work force.

2 PURPOSE

To ensure that The Castle Hotel complies with the Equality Act 2010 (which replaces the Disability Discrimination Act 1995) and to ensure that disabled people falling within the definition of the Act are treated equally and fairly.

To ensure we recruit and retain the best people for The Castle Hotel

3 SCOPE

The Disability Discrimination Policy covers all staff and job applicants. This also covers employees who become disabled during their employment. Where relevant it also covers staff employed by outside agencies working on The Castle Hotel premises.

4 POLICY GUIDELINES

Recruitment, training and promotion are carried out in line with The Castle Hotel’s Hotel Codes of Practice. Clear job descriptions and person specifications are used (where appropriate) to enhance objective assessments and to ensure that decisions are made solely on objective and job related criteria.

The Castle Hotel will endeavour to give training and guidance to all relevant Staff, to ensure that the risk of possible discriminatory attitudes affecting decisions are minimised and that there is an understanding of the relevant provisions of the Equality Act 2010.

The Castle Hotel operates a Grievance Procedure to enable grievances, including those relating to unfair discrimination on grounds of disability, to be formally heard.

All reasonable and necessary changes will be investigated and any justified changes will be made to the workplace and to employment arrangements so that disabled people are not at any substantial disadvantage compared to non-disabled people. This covers all areas of employment, including recruitment, promotion and training.

In recruitment and selection, The Castle Hotel will modify selection techniques, where appropriate, and make any other reasonable changes to ensure that disabled people can be considered equally with non-disabled candidates.

 

Nuisance Policy

In the event a guest presents themselves as a nuisance to the hotel, its staff and other guests the hotel reserves the right to apply charges to the offenders account based on the level of compensation paid to each guest as a result of the offenders actions and the resulting level of compensation paid. Examples of such behaviour include domestic disputes resulting in shouting and violence, excessive noise from devises and general poor behaviour all of which result in our other guests stay being affected and resulting in the hotel having to compensate at no fault of its own as a result.

This charge will be made to the debit/credit card details provided authorising charges to be made accordingly with the hotel policy. The provision of debit/credit card details authorises the hotel to make charges in accordance to all such policies.

Payment may be taken in guest presence or will be taken against the card without guest presence in accordance to PDQ procedure.