A little closer
to everything.

We’d like to assure you that we are committed to protecting the privacy of all our guests. We will ensure that the information you provide us with is kept private and confidential, and we will only use it to provide the services you request.

Information you voluntarily provide

When you complete a booking, consult with our service team, send us an email, or communicate with us in any way, you are voluntarily giving us information that we collect. That information may include your name, physical address, email address, IP address, phone number and credit card information.

By giving us this information, you consent to it being collected, used, disclosed, transferred or stored by the hotel or our third-party providers as described in this privacy policy. In the interest of your privacy, we only collect, use and retain information reasonably required for our legitimate business interests, such as processing bookings and queries or providing you with marketing materials.

The Manor offers different types of rates to suit a range of needs. Depending on your preferences, you can choose between flexible rates that offer cancellation flexibility or a non-refundable rate paid at the time of booking.

Flexible rates may allow cancellation without a fee up to 30, 7 or 2 days before your check-in date. The cancellation terms that apply to your stay will be shown with your selected rate when booking.

The Manor has a complaints policy in place to help resolve complaints fairly and promptly. Our aim is to resolve any issue you may have before your departure; please raise it with the staff on site in the first instance.

Lodging a formal complaint

If you need to pursue the matter further, please submit a formal complaint by email to info@themanorbeckenham.co.uk or info@themanororpington.co.uk. Complaints are passed to head office for independent investigation. Please include:

• Information about your reservation or tour operator and your full contact details.
• A clear and accurate description of your complaint.
• Your expectations regarding resolution of the issue.

If, after receiving a reply from hotel management, you remain dissatisfied with how your complaint has been handled, you may write to:

The Manor
36–40 High Street
St Mary Cray, Orpington
BR5 3NJ

Response timeframes

• We will acknowledge your complaint within 3 working days of receipt.
• We aim to address your complaint within 14 working days.
• On rare occasions where more time is required for a proper and detailed investigation, an extension will be requested in writing. We will explain the actions taken so far, any further action required and any additional information needed.

You may request a status update at any stage of the investigation by contacting the hotel.

Check-out

Check-out is at 11.00 a.m. unless a later departure is stated as part of your booking. Late check-out may be requested, subject to availability, and will be charged at an hourly rate at the hotel’s discretion.

Damage and missing items

We reserve the right, and you authorise us, to charge your credit or debit card for damage incurred to your room or the hotel during your stay, including specialist cleaning, or for items missing when you leave.

Damage to mattresses or linen—including towels, mattress pads, sheets, bedspreads and blankets—resulting from body oils, make-up, shoe polish or similar substances will result in a charge for special cleaning, repair or replacement.

Guest conduct

Guests must conduct themselves appropriately at all times and comply with company procedures and reasonable requests relating to conduct, respect for the property, employees and guests, and health and safety. Guests must not disrupt the comfort or enjoyment of others or cause offence to guests or staff.

We reserve the right to refuse accommodation or services, or remove you and members of your party from the property, if we reasonably consider this provision to have been breached. In such circumstances, we will have no obligation to refund lost accommodation, other services, or any resulting loss or expense.

Children, cots and extra beds

All guests under 18 must be accompanied and supervised by an adult at all times. Cots and extra beds are available in most properties but are limited and subject to availability. Additional charges may apply; please check when booking.

No smoking

Smoking is not permitted. Violation of this rule, in line with UK Government legislation, may result in a fine of up to £400.

No pets

Pets are not permitted. Violation of this rule will result in a £100 fine and immediate vacation of the property.

Personal belongings

The Manor accepts no responsibility for guests’ personal items or for items left behind. Items found by housekeeping after departure will be logged and kept securely for collection for up to 14 days. Reasonable efforts will be made to notify the guest.

Fire-safety equipment

The Manor reserves the right to take action against any guest or visitor found to have tampered or interfered with fire-detection or fire-fighting equipment, including detector heads in public areas or guest rooms, break-glass points and fire extinguishers. Any resulting costs will be charged and the guest or visitor will be evicted from the hotel.