general information & booking conditions

~ A warm welcome awaits you at Cloudlands in Torquay ~

We have some standard terms and conditions that are designed to ensure that we comply with regulations relating to matters such as fire, health & safety, and to enhance the comfort and wellbeing of our guests. If you would like more information relating to any aspect of these terms & conditions, please call us on 01803 606550.

By making a booking at 'Cloudlands' guests, or their appointed agents, are accepting the following terms and conditions.

Bookings : A deposit equal to the first night tariff is required to secure your reservation. Please note that your deposit is non-refundable and non-transferable. The deposit may be paid either by credit/debit card, or by cheque made payable to ‘Cloudlands’. We only accept cheques as a deposit if they can arrive in time to clear before arrival (min of 5 working days). A minimum stay of 2 nights (3 nights for some rooms) applies throughout the "High Season".

Cancellation and Insurance : When you make your booking and we have received the required deposit to secure the booking, a legally binding contract exists between us that is non-cancellable and non-refundable, except in exceptional circumstances. You may still remain liable to pay in full or in part for the booking, even if you are unable to take your holiday. Even where you have not paid in full at the time of cancellation, you will remain liable for the full cost.
If for some reason you do need to cancel, it is important that you tell us at the first opportunity so that we may attempt to re-let your room and minimize your loss. You should take out cancellation insurance to protect you against possible loss.

Non-availability of Accommodation : We would only cancel your holiday if your accommodation was unavailable for reasons beyond our control. We would however attempt to offer you alternative accommodation.
If this was not possible, or unacceptable to you, then we would refund all monies paid by you for the holiday.
Our liability would not extend beyond this refund.

Group Bookings : We do not accept ‘Hen’, ‘Stag’, 'Young Farmers', or similar group reservations. Please note that any other type of group bookings must be approved at the time of booking. The on-line booking facility is designed for individual bookings and Cloudlands reserves the right to review the validity of any reservations that are not made in this spirit. We consider more than four people to be a group.

Payment : Although the balance of your accommodation is generally paid on departure it would be helpful if you could pay sooner if your departure time is likely to coincide with the service of breakfast. We accept payment by MasterCard, Visa, Maestro, Delta, and Solo cards. We do not charge for payments made by credit or debit card. You may of course pay using cash. Please note that cheques are no longer an accepted method of final balance payments.

Check-in and Departure Times : Bookings cover from 2.00pm on day of arrival to 10.00am on day of departure. Early arrivals and late departures may leave luggage with reception. Failure to vacate your room by 10.00am, without prior agreement, may incur extra charges. If your estimated time of arrival is after 8.00pm please call us to make arrangements. Please note that no check-ins are accepted after 10.00pm.

Children : We do not cater for children (any person under the age of 18 years).

Breakfast : English Breakfast is served each morning between 8.00am and 9.15am.

Special Dietary Requirements : We cannot accommodate for any person with a life threatening nut or food allergy as we cannot guarantee the derivation of every item of food or drink in our kitchen or within the premises. We are however happy to cater for any other dietary needs, such as gluten-free, diabetic or vegetarian diets.

Takeaway Food : Takeaway food is not permitted anywhere on the premises.

Dogs and other pets : We regret that we do not accept dogs and pets. Assistance dogs are welcome in Bedroom 4. The five registered charities that form Assistance Dogs (UK) are: Canine Partners; Dogs for the Disabled; Hearing Dogs for Deaf People; Support Dogs; and The Guide Dogs for the Blind Association.

Smoking Policy : Smoking is not permitted within the building at any time. Those wishing to smoke may do so in the garden area and car park. If we suspect that this rule is not being adhered to, we reserve the right to ask you to leave and make a charge for any additional cleaning that we deem necessary. Where a reservation has been secured using a credit or debit card, that card will be debited unless another payment method is offered and approved.

Non Residents : For security reasons only registered guests are allowed upstairs and in guest rooms; if you wish to entertain any other person this must be done with our permission.

Booking Liability : We have the right to discontinue to accommodate any person who, in our opinion, behaves unreasonably, damages property, is in danger to, or significant annoyance to others. In this event we reserve the right to make a charge for any additional charges that we deem necessary. Where a reservation has been secured using a credit or debit card, that card will be debited unless another payment method is offered and approved.

Safety Issues : The amenities are provided entirely at the user’s risk and we do not accept any responsibility, or liability, for any injury, loss, or damage, either to yourself, or any members of your party, or to any motor vehicles which may be parked on the premises.

Damages and Breakages : Please take care when staying in our property. The person who made the booking is responsible and liable for any breakages, or damage caused to the accommodation, or its contents. Any payment to cover this will be required either prior to departure, or after departure once the room has been checked. Please report any incidents as they occur. We do not normally charge for minor breakages, but we may send you an invoice for repair or making good if the damage or breakage is significant. Always use an ironing board when ironing in the bedroom as we will make a charge for any damage caused to carpets, including iron burn marks. Ironing boards and irons are available on request.

Privacy Policy : Any data collected during the course of the booking will be stored on our computer. With your permission we may from time to time contact you about promotions and offers. We will not share your details with any third party. (We do not store credit/debit card information).

All information is correct at the time of publishing and is subject to change and availability.

The proprietors reserve the right to alter these terms at its absolute discretion without prior notice.

Cloudlands, St Agnes Lane, Torquay, Devon TQ2 6QD
Tel: 01803 606550  Email: info@cloudlands.co.uk