Terms
Link to Privacy Policy | Link to Cookies Policy
BOOKING CONDITIONS
NO SMOKING
The Dial House operates a 100% no smoking policy. If there is evidence of smoking following your stay an additional cleaning charge of £100 may apply
Check in & Check Out Times
You can check in any time after 4pm and we ask guests to vacate their room by 10.00am. Please email if any variation is required and we will do our best to accommodate.
Please note there is no formal reception on site. Your unique door codes are sent via Whatsapp or text message to you on the morning of your arrival date. Please note it is imperative that you adhere to our strict check-in/check-out times to enable our cleaning team to prepare the rooms between bookings.
We are able to monitor guest arrivals/departures via our smart lock systems and if you check in early, we reserve the right to ask you to vacate the property until 4pm and/or charge an additional fee. Please note that if you do not check out by 10.00am this could result in you being charged a late checkout fee or an additional full nights stay. However, we will always do our best to be flexible – the most important thing is to speak to us and discuss any special requests so we can advise if it is possible.
We can store bags if required.
Online Check In
It is a legal requirement for us to obtain certain key information for all guests over the age of 16 staying with us. You will therefore be asked for details of each staying guest when booking.
You must check in online before your arrival. We will send this to you via email a day or two before your arrival date.
Cleaning during your stay
If you are staying for longer than two nights we will offer a room “refresh” (clean, make beds etc) on the third day.
If you are staying longer than 7 days, our housekeeping team will clean your room, change linen and replace towels mid stay (or once per week if your stay is longer than 2 weeks). If you require additional housekeeping e.g. extra linen change, in room cleaning etc., this can be provided at an extra cost. Please contact us with your request. Please note we require up to 24 hours notice so we can arrange this with our team.
If your request is urgent, please call us on the number provided in your booking communications and we will endeavour to accommodate you as quickly as possible.
Behaviour Policy
We expect all guests to have consideration for other people, in particular noise levels after 10.30pm. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Owner we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.
Security
Whilst we have no resident staff on site, we do have CCTV cameras on site and everything is monitored for fire safety reasons and are compliant with data protection laws. There are no CCTV cameras in guest rooms.
Privacy
We will have some data shared with 3rd parties in relation to services that you obtain such as: cleaning team, activity providers and local authorities as required. For full details of our privacy policy see below.
Making a booking
When booking via our website, we will confirm your stay by issuing a booking confirmation by email. Please check the details & contact us immediately if there are any errors or omissions to any information which appears on the confirmation or any other document as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 24 hours of its transmission.
If you book via an online travel agent we are listed with, such as booking.com, please note that additional terms and conditions from those sites will apply.
Number of persons
The number of persons (adults and children) must not exceed the maximum number of sleeping places indicated on the booking confirmation. Please note there may be a supplement charge (per person) for room occupancy above two people. If you have not booked for the correct number of persons, we accept no responsibility for the beds and linen not being available for your stay.
If you are unsure or would like to add additional guests after you have booked, please email us on to clarify room information. We endeavour to provide as much information as possible on the website.
Payments
To confirm a reservation we require pre-payment in full at time of booking. Payments are taken via our secure payment processor. We do not store credit or debit card details.
Damages
The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party (for example excess cleaning charges) will be payable by you. We reserve the right to charge your credit or debit card for these costs.
Cancellations
Should you need to cancel your booking, you must immediately advise us by email. Your notice of cancellation will only be effective when we receive it by email and we have acknowledged this as received and read.
The following cancellation policy tries to strike a balance between being flexible to guests who’s plans may change and our opportunity to resell any cancelled room bookings.
- If cancelled more than 7 days before the check-in date, there is no cancellation charge.
- If cancelled between 7 and 3 days of the check-in date, the cancellation charge is 50% of the reservation amount .
- If cancelled within 3 days or less of the check-in date then 100% of the reservation amount will be charged.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.
Insurance
It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.
Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
Our Liability to you
We promise to provide your accommodation with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about “fault” above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –
- the fault of the person(s) affected or any member(s) of their party or
- the fault of a third party not connected with the provision of your accommodation by us which we could not have predicted or avoided or
- an event or circumstance which could not have predicted or avoided even after taking all reasonable care
- In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.
Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.
We limit the maximum amount we may have to pay you for any and all claims or parts of claims that do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £50 per person affected, as you are assumed to have taken out adequate insurance at the time of booking.
Reporting problems with your stay
In the unlikely event that you experience any problems with your stay you must immediately inform us. Until we know about a problem, we cannot begin to resolve it. Most problems can be dealt with quickly.
Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you. We do not guarantee internet connections and are not responsible if installed broadband services fail.
Complaints procedure
Should you wish to complain about any aspect of our service, the first point of contact should be to call our team (contact details can be found here) . Our aim is to promptly resolve any possible issue you might have, prior to your departure.
Should you leave the accommodation prematurely without having notified us of your complaint and giving us the opportunity to resolve the issue, you forfeit your rights to any refund, unless the terms of this contract have been breached.
If you find it necessary to pursue the matter further, you should submit a formal complaint letter (by electronic mail) within 24 hours of your departure, addressed and we will investigate the matter further.
If your complaint cannot be resolved immediately, the timeframe will be that we will acknowledge your complaint within 48 hours and it will be addressed within 14 working days
Special requests and medical problems
If you have any special request you must advise us at the time of booking. We will always do our best to accommodate any reasonable requests. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
These terms and conditions supersede all previous versions.
Privacy Policy
Your privacy is extremely important, therefore we are committed to safeguarding your personal information. That starts with helping you understand our privacy practices.
Specifically, this privacy policy provides you with details about the personal data we collect and hold about you, how we use your personal data, and your rights regarding the personal data we hold about you.
Please read this privacy policy carefully – by continuing to access or browse our websites, or by requesting the provision of services from us, you confirm that you have read and understood this privacy policy in its entirety.
This privacy policy supplements other notices and terms published on our website (including our terms of use (Terms)) and is not intended to override them.
Overview
We respect your right to privacy. Our overall aim is to ensure that our collection and use of personal data is appropriate to the provision of services to you and our visitors and is in accordance with applicable data protection laws.
Further details of how we do so is set out in each section of our privacy policy as follows:
- Who we are
- The personal data we collect about you
- How we store, use and share your personal data for our core business
- Cookies
- Security
- Data Retention
- Your rights
- Third party sites
- Changes to this privacy policy
- Complaints, questions and suggestions
Who we are:
We are a collection of small businesses based in the market town of Reepham, Norfolk. We offer eight stylish bedrooms on a Bed & Breakfast basis. We also have a collection of independent business that offer services from The Dial House. These include, a café/bakery, small restaurant, a hairdresser and beauty salon. Each business has its own privacy and cookie policy – please visit each company’s website for more information. This policy refers specially to the Bed & Breakfast business.
The personal data we collect about you
If you (either as an individual or as part of a group booking) are seeking to book a room at The Dial House or to obtain details about a potential visit, we will usually collect the minimum information required to fulfil your needs. This will likely include your name, contact details, payment details, date of birth, details of other members of your party plus information on your specific requirements in order to customise your stay with us and deliver your specific requirements.
If you sign up to join our mailing list we will collect your name and email address, together with your consent to receive communications from us. This consent can be removed at any time simply by using the unsubscribe button on any of our email communications.
We may share your email address or browsing behaviour with technology providers including Google, Facebook and Microsoft (as data processors). They may use this information to serve targeted advertising/content to you via their platforms. This is based on either your marketing consent or your acceptance of cookies on our websites. For more information, please see our Cookie Policy.
If you are staying at our Bed & Breakfast, we will usually collect your name, contact details, bank account details and information on your stay to optimise your experience and your journey through our website.
If you are, or work for, a supplier to The Dial House, then we will collect the minimum amount of business specific personal data, usually your name, business role and business contact details to enable us to manage the business relationship.
If you are, or work for, a business customer of The Dial House, then we will collect the minimum amount of business specific personal data, usually your name, business role and business contact details to enable us to manage the business relationship.
How we store, use and share your personal data for our core business (Bed & Breakfast)
We collect, store and use your personal details as outlined above for our legitimate business interests, so that we can fulfil both your immediate and any potential future accommodation booking or enquiry needs. This storage and use of your personal data allows you to be contacted about both your current booking or enquiry.
Where you are completing a booking on behalf of other people, this privacy policy will apply to all personal data provided and you are required to bring this privacy policy to their attention so that they are also informed of how we will process their personal data.
Individuals who join our mailing list
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and, in each case, you have not opted out of receiving that marketing. You will also receive marketing communications from us if you have provided us with your details when you entered a competition or registered for a promotion and gave us your consent as part of that process. As such, we may contact you with details of our rooms, services, offers and other marketing items which we believe will be of interest or potential benefit. We do not believe that this storage and use of your personal data will unduly prejudice your rights or freedoms. You can remove your consent at any time using the unsubscribe button on any of our email communications to you.
Business partners
We collect, store and use the business contact details of individuals working with our business partners for our legitimate business interests in maintaining and managing the commercial relationship between Bread & Breakfast Reepham Limited and its commercial suppliers and customers. We do not believe that this storage and use will unduly prejudice the rights or freedoms of these individuals.
All other users of the sites and our services
We collect, store and use your personal data for the following purposes:
- to make the sites available to you; and
- to provide any services that you request.
Sometimes, our use of your personal data is for purposes which are ancillary to the provision of the sites and services, or which are desirable in order to make them to operate more effectively. In those circumstances, we believe we have a legitimate business interest in handling your personal data, and do not believe that this storage and use of your personal data will unduly prejudice your rights or freedoms.
The relevant circumstances are:
- detecting and preventing fraud;
- keeping our websites, apps, products and IT systems secure;
- ensuring that our own processes, procedures and systems are as efficient as possible;
- analysing and enhancing the information that we collect;
- determining the effectiveness of our promotional campaigns and advertising; and
- if you have joined our mailing list and you have given us your consent, contacting you (including by SMS and email) with products and services which we think may interest you.
Anonymous data
We also collect anonymised details about visitors to our websites for the purposes of generating site statistics, reporting purposes or improving our website and marketing effectiveness. However, no single individual will be identifiable from the anonymised details we collect for these purposes.
Cookies
Technologies such as cookies, beacons, tags and scripts are used by us and our affiliates, or analytics or service providers. These technologies are used in analysing trends, administering the sites, tracking users’ movements around the sites and to gather demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual as well as aggregated basis.
We use cookies, for example, to remember users’ settings (e.g. language preference) and for authentication. Users can control the use of cookies at the individual browser level. If you reject cookies, you may still use our sites, but your ability to use some features or areas of our sites may be limited.
Please read more about how we use cookies and what information is collected using cookies in our Cookies Policy.
Security
We employ comprehensive, reasonable and appropriate security measures to protect against the loss, misuse, and alteration of the personal data we process. This includes organisational security (passwords and access controls), physical security (data centre protection) and IT security (encryption).
Please note that no transmission over the Internet can ever be guaranteed secure and as a consequence please note that we cannot guarantee the security of any personal data that you transfer over the Internet to us.
Data Retention
We retain information (including personal data) for the minimum reasonable time period to allow us to provide our services and to comply with legal requirements which require us to retain transactional records for six years following the end of the tax year in which you last interact with us. The only exceptions are in cases where we need to keep limited personal data to resolve ongoing disputes or enforce our agreements.
Should you require more detail about our retention timescales for a specific category of data or information please contact us at info@thedialhouse.org.uk
Your rights
You have certain rights in relation to your personal data. If you would like further information in relation to these or would like to exercise any of them, please contact us at any time. You have the right to request that we:
- provide access to any personal data we hold about you;
- update any of your personal data which is out of date or incorrect;
- delete any personal data which we are holding about you;
- restrict the way that we process your personal data;
- prevent the processing of your personal data for direct-marketing purposes;
- provide your personal data to a third-party provider of services;
- provide you with a copy of any personal data which we hold about you; or
- consider any valid objections which you have to our use of your personal data.
We will consider all such requests and provide our response within a reasonable period (and in any event within any time period required by applicable law). Please note, however, that certain personal data may be exempt from such requests in certain circumstances.
If an exception applies, we will tell you this when responding to your request. We may request you provide us with information necessary to confirm your identity before responding to any request you make.
Third party sites
Our websites contain links to other websites operated by third parties. Please note that this privacy policy applies only to the personal data that we collect through our sites or services, and we cannot be responsible for personal data that third parties may collect, store and use through their website. You should always read the privacy policy of each website you visit carefully.
Changes to this privacy policy
This privacy policy was last updated in November 2023.
Please check back regularly to keep informed of updates to this privacy policy.
Complaints, questions and suggestions
If you have any complaints, questions and suggestions about our sites or services, please contact us.
Our data protection officer can be contacted via our contact form or our main email address info@thedialhouse.org.uk
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