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Complaints Procedure

How do I lodge a complaint?

Please make the Duty Manager aware of any issues you may experience during your stay at the time the situation occurs, to allow us to investigate and rectify the matter promptly.

Any complaints received after you have left the hotel may be received as feedback and the hotel reserves the right to not respond. Any  issue raised more than 48 hours after your stay / visit will be filed for reference purposes only.

Room FAQ's

What time is check in?

Check in is from 4pm and we guarantee rooms between 4pm and 5pm

What time is check out?

Rooms must be vacated by 11am

Are you open on Christmas Day?

Yes, we are open 365 day a year and also offer Christmas Day lunch

Do you provide cots?

Unfortunately, we do not provide cots

Do you offer early check in?

We are unable to offer early check in at this present time

Do you offer late check out?

We are unable to offer late check out at this present time

What is the maximum room occupancy

Classic / Classic Seaview Room = 2 people maximum

Classic Room with Sofabed =2 adults and 1 child up to the age of 16 maximum

Executive Family Room = 2 adults and 2 children up to the age of 16 maximum

Executive Room = 2 adults maximum

Deluxe Room = 2 adults maximum

Junior Suite = 2 adults maximum

Belcourt Suite = 2 adults maximum

Do you have room that sleep 3 adults?

Our bedrooms can only accommodate a maximum of 2 adults

Do you have adjoining rooms?

We have family rooms that sleep a maximum of 2 adults and 2 children and this room is accessed by 1 main door and the sleeping areas are in separate rooms

Do you accept pets?

No, we only allow service dogs

Do you have rooms where smoking is permitted?

No, we are a fully non smoking hotel and there is a designated smoking shelter outside

Book Now Pay Later Rates - when can I cancel my booking?

This rate allows you to cancel your booking without charge, 4pm the day prior to arrival. After this time, the hotel will charge your card for the first night’s stay to ensure that the card used to secure your booking is valid. Should your card decline, we will call or email you for a different payment method. Please note that your room will be held until 6pm the day prior to arrival and cancelled if no payment is secured by this time. The card used to guarantee your booking will need to be presented at check in upon arrival.

Function Noise - will my room be affected?

Please note that your room may be affected by function noise due to events taking place throughout the hotel. The majority of our events will end at midnight and we thank you in advance for your understanding.

Accessible Rooms

We have 3 accessible rooms on our ground floor. These rooms have a wet room bathroom. We also have wheelchair access into the hotel and two lifts.

Dining FAQs

Are children allowed in the bar?

We are a family friendly hotel and children are allowed in all our bars and eateries (except the Moet & Chandon Champagne Bar) when accompanied by an adult

What time is Afternoon Tea served?

We have tables at 12pm, 2pm and 4pm. You will have 1 hour and 45 minutes at your table and we ask that you please arrive on time for your reservation to ensure you enjoy the full experience

Do you do vegetarian | vegan | gluten free | diabetic friendly afternoon tea?

Yes, we are able to cater for specific dietary requirements where possible and we require at least 48 hours notice

Do you serve lunch in the Coast Restaurant?

We only serve lunch on Sundays in the Coast Restaurant but we have the Martello Bar menu available 7 days a weeks for lunches and this can be enjoyed indoors or outdoors (weather permitting)

Can non residents use the bar and restaurant?

Yes, our hotel bars and eateries are open to non residents

Do you serve room service breakfast?

We are currently unable to offer room service breakfast at the present time

What time is breakfast?

Breakfast is served:

Monday to Friday 6:30 to 10:00
Saturday, Sunday and Bank Holidays 7:00 to 11:00

Accessibility FAQs

Are you wheelchair friendly?

Yes, you can access the reception area and ground floor via a ramp and we have a lift to our other floors

Parking FAQs

Do you have parking?

Yes, we offer free parking to our guests and customers

Do you have a car charging port?

No, sadly we do not have this facility

Can I leave my car at the Hotel for the day?

Yes by leaving your car registration at reception

Spa & Leisure FAQs

Do guests have to pay to use the Spa & Leisure facilities?

The Spa and Leisure facilities are a complimentary offer for our hotel residents. These can be used 2 hours before check in and up to 1pm on the day of departure.

Can we book a round of golf?

Yes by calling the Club House directly on: 01303 233745

Can non members use the leisure facilities?

Yes, please contact the Leisure Club on 01303 267441 for details

Hotel Facilities FAQs

Can you store our luggage?

Given the current pandemic, we are unable to store any luggage

Do you have bicycle storage?

We are unfortunately unable to store bicycles at the hotel and they are not permitted in the bedrooms

Do you have an onsite florist?

We do not have an onsite florist but there are florist available in the local area that will be happy to assist





Local Area FAQs

How far is the closest beach?

We are located on the seafront with a pebble beach located just across the road