Esplanade, Sandown, Isle of Wight, PO36 8LB|VIEW ON A MAP|info@trouvillehotel.co.uk

Terms & Conditions

The reservation is accepted by The Trouville Hotel (‘the Hotel’) under the following terms and conditions of booking.
Please read the following terms and conditions of booking with the Hotel. Accommodation is let on the understanding that thereby a contract is made.

Deposit

A deposit of 25% of the total cost of the holiday (or £50 per person, whichever is the greater), non-refundable & not transferrable, is required to confirm a reservation. No contract of booking exists between the client and the Hotel until the client’s acceptance of the booking, the Hotel receives a deposit and confirmation is given to the client in writing.

Cancellation Policy

In the event of a cancellation a ‘cancellation fee’ is payable. This will be charged to the credit or debit card used for the payment of the deposit. If the deposit was not received by card or the card is no longer valid, payment of the cancellation fee must be received by card or cheque within 14 days of the date of issue of the cancellation invoice. The cancellation fee will be charged at the following rates:

Cancellation Date Cancellation charge as percentage of total holiday cost
More than 42 days Loss of deposit
Between 29 days and 42 days 60%
Between 8 days and 28 days 80%
Between Arrival and 7 days 100%

Insurance

We strongly recommend that insurance be taken out by all guests to cover them in event of cancellation.

TEMPORARY ABSENCE

We regret no allowance is made for temporary absence or meals not taken.

Accommodation

The accommodation is offered subject to being available at time of confirmation. Bedrooms are available from 3.00pm on the day of arrival. We respectfully request that all rooms should be vacated and all accounts settled by 10.30am on day of departure.

DISABLED GUESTS

We are typically suitable for a person with restricted walking ability and for those who may need to use a wheelchair some of the time.  We have ramp access via a side door that leads through the restaurant. All bathrooms have a bath with shower attachment; we have no walk in showers or wet rooms. Wheelchairs with a width in excess of 60cm may have difficulty getting into the lift and fitting through some doorways.

ACCOMMODATION RATES

Accommodation will be offered at the prevailing rate at the time of booking. We regret that should special offer rates apply at a later stage, these will be valid for new bookings only and there will be no entitlement to a reduction in rate. If you wish to cancel any current bookings and rebook at the prevailing rate, a full cancellation fee as laid out in the terms of this agreement will be levied.

Increased Costs

If the Hotel considers it necessary to alter the price charged, due to changes in fuel charges, taxes, ferry or other transport charges or other cost, the Hotel reserves the right to pass on to any client the proportion of any increase or decrease if it reasonably considers it applicable, as longer as this increase or decrease is given in writing prior to arrival of the client.

Payment of accounts

Settlement of your account must be made on arrival. Accounts can be settled in cash, MASTERCARD, VISA, MAESTRO or SOLO card.

Ferry Details

Ferry tickets are only valid for the duration of your stay at the Trouville Hotel. Once booked and confirmed any amendments to ferry details incur an administration fee of £5.00.

Service

The Company agrees not to provide an inferior standard of accommodation, food, service or facilities compared to other guests at the establishment, and shall not subject any restriction imposed as a result of their being a client.

SPECIAL DIETARY REQUIREMENTS

We regret that we are not able to accommodate any person(s) with a serious and/or life-threatening nut or food allergy as we cannot guarantee the provenance of every item of food in our kitchen. We are happy to cater for any other dietary needs, such as vegetarian, gluten-free, diabetic but please tell us at the time of booking.

Valuables

The Management cannot accept responsibility for guest’s personal belongings. Small items can be stored in the hotel’s safe on request.

Car Park

Our secure offsite car park is available for use by guests subject to availability. Parking outside the Hotel is metered bays free from November – February only. Please contact Reception for car park reservations and details on where to buy a parking permit.

Smoking Policy

Smoking (including the smoking of e-cigarettes) is not permitted in any part of the Hotel, including bedrooms, entrances, exits and fire exits.

PUBLIC LIABILITY INSURANCE

The Hotel has in place and will maintain a Public Liability Insurance policy.

WiFi

The Trouville Hotel offers complimentary WiFi access to its guests, available on the ground floor.

Pets

The Management regret we do not have the facility to accept pets.

Entertainment

Entertainment is provided in the hotel during mid & high season 6 nights a week. During low season we occasionally do not offer entertainment. Entertainment for theme breaks and festive breaks will be as per the programme for the relevant break. All entertainment is subject to availability and cannot be guaranteed.

Complaints

Should a client have cause for complaint, this complaint should be made in writing within 14 days of the date of departure of the client. The Company cannot consider or investigate any claim or complaint after this period. Any complaint received will be acknowledged as being received within 7 days of receipt, however the client should allow the Company a reasonable time to investigate any complaint.

Non-performance

The Hotel shall not be liable for non-performance of any of its obligations under this agreement if such non-performance shall occur as a result of circumstances beyond the Hotel’s control which shall include (but shall not be limited to): industrial dispute; riots; flood; civil disturbances; epidemics or health risks; or similar events. This includes all equipment owned wholly or partly by the Hotel and under which the Hotel has entered into a maintenance contract or agreement.

Cancellation by the company

In the event of any emergency or force majeure or of any action by the client to vary the agreed conditions unilaterally, the Hotel may, by returning all monies paid and without further or other liability, cancel the contract.

Additional Terms & Conditions

Additional terms and conditions of booking may be applicable for individual breaks, ‘theme’ breaks, for special offers and during bank holiday periods. Copies of any additional terms are available on request and it is the client’s responsibility to ensure they are aware of any additional terms imposed by the Hotel.

Rights Reserved

Any failure by the Hotel to enforce any or all of these conditions shall not amount to or be interpreted as a waiver of any of the Hotel’s rights. If any term in this contract is held invalid, this shall not affect the validity of the remaining terms. The section headings in these conditions are for reference purposes only and shall not effect the interpretation of these conditions. Any dispute regarding the nature of this contract shall be determined by English Law and the parties shall submit to jurisdiction of the English Courts.

E. & O.E.