T’s & C’s
The Pear Tree Inn & The Bull Freehouse : T’s and C’s
Applicable to all Room Bookings at The Pear Tree Inn
1. General Information:
1.1. These Terms and Conditions govern the booking of rooms at The Pear Tree Inn,
henceforth to be known as the guesthouse, (“we” or “our”) by any individual or entity
(“you” or “your”). By making a booking, you acknowledge and agree to be bound by
these Terms and Conditions.
1.2. The guesthouse reserves the right to modify these Terms and Conditions at any time
without prior notice. The revised terms will apply to any bookings made after the
changes have been posted on our website or communicated to you
2. Room Reservations:
2.1. Room reservations can be made online via our website, over the phone, or in person. All
reservations are subject to availability.
2.2. To secure your booking, you will be required to provide valid credit card details to
authenticate your reservation.
2.3. The person making the booking must be at least 18 years old and will be responsible for
all occupants of the room.
3. Group Bookings & Room Rates and Payments:
3.1. The room rates displayed on our website or communicated to you are per room per
night and are inclusive of applicable taxes, unless stated otherwise.
3.2. Additional charges such as meals, room service, or any other services availed during
your stay are not included in the room rate and will be billed separately.
3.3. Payment for your stay may be made at the point of check out, unless otherwise agreed
upon during the booking process. We accept major credit cards, cash, or other payment
methods as specified by us.
3.4. In the event of non-payment or insufficient funds, we reserve the right to cancel your
reservation and deny you access to the room.
4. Cancellation and Modification Policy:
4.1. Cancellation or modification of your booking must be made in accordance with the terms
specified during the booking process or communicated to you.
4.2. Depending on the type of reservation and the notice given, cancellation or modification
fees may apply. Such fees will be communicated to you during the booking process or in
subsequent communications.
4.3. Failure to check-in on the scheduled arrival date without prior notice will result in the
cancellation of your entire reservation and forfeiture of any deposits or prepayments made.
5. Check-in and Check-out:
5.1. Check-in time is usually from 3pm, and check-out time is before 11am. Early check-in or
late check-out may be available upon request and subject to additional charges.
5.2. You may be required to present a valid identification document, such as a passport or
driver’s license, upon check-in.
5.3. If you fail to check-out by the specified time without prior arrangement, we reserve the
right to charge an additional fee for the extended stay.
6. Guest Responsibilities and Conduct:
6.1. You are responsible for the behaviour and actions of all occupants of the room booked
under your name.
6.2. You must comply with all applicable laws and regulations, as well as any additional rules
or policies established by the guesthouse.
6.3. Any damage caused to the guesthouse property, including rooms and common areas,
will be your responsibility, and you will be charged for the cost of repairs or replacements.
7. Limitation of Liability:
7.1. While we will take reasonable care to ensure the safety and security of our guests and
their belongings, we cannot be held liable for any loss, damage, or injury sustained during
your stay, including theft, accidents, or any other incidents.
7.2. We do not accept responsibility for any errors or omissions in the information provided
on our website or other promotional materials.
8. Privacy and Data Protection:
8.1. We may collect and process personal information provided by you during the booking
process in accordance with our Privacy Policy. By making a reservation, you consent to the
collection, use, and disclosure of your personal information as described in our Privacy
Policy.
9. Governing Law and Jurisdiction:
9.1. These Terms and Conditions shall be governed by and construed in accordance with the
laws of the United Kingdom.
9.2. Any disputes arising out of or relating to these Terms and Conditions shall be subject to
the exclusive jurisdiction of the courts of the United Kingdom.
Complaints Policy
At The Pear Tree Inn, we strive to provide exceptional service and ensure that every guest
has a memorable experience during their stay. However, we understand that there may be
occasions when our guests may have concerns or encounter issues that need to be
addressed. We take all complaints seriously and are committed to resolving them promptly
and to the best of our ability.
1. Lodging a Complaint
1.1 Guests are encouraged to bring any concerns or complaints to the attention of
management as soon as possible. This can be done in person, by telephone, or through
email – reservations@thepeartreeinn.com or hello@thebullfreehouse.com
1.2 Complaints should include relevant details such as the nature of the issue, the date and
time it occurred, the people involved, and any other pertinent information that can help
us investigate and address the matter effectively.
2. Complaint Handling Process
2.1 Upon receiving a complaint, we will acknowledge its receipt and inform the guest of the
steps we will take to resolve the issue. We aim to acknowledge complaints within 3 working
days from the time of notification.
2.2 Our staff will investigate the complaint thoroughly, gathering any necessary information
and speaking to relevant parties involved. We may request additional details from the guest
if needed to fully understand the situation.
2.3 We will endeavour to resolve the complaint promptly and fairly, aiming to provide a
satisfactory resolution within 3 working days from the date of acknowledgment. However,
some complex issues may require more time to investigate and address adequately.
2.4 Throughout the process, we will maintain open lines of communication with the guest,
keeping them informed about the progress and any updates regarding their complaint.
3. Privacy and Confidentiality
3.1 We treat all complaints with the utmost confidentiality. Any personal information shared
during the complaint process will be handled in accordance with our privacy policy and
applicable data protection laws.
3.2 We will only disclose relevant information to individuals directly involved in the complaint
resolution process. We will not discuss or disclose details to any unauthorized parties
without the guest’s consent, unless required by law.
4. Guest Satisfaction and Resolution
4.1 Our primary goal is to address complaints in a manner that ensures guest satisfaction.
We will make every reasonable effort to reach a fair and amicable resolution that meets the
guest’s expectations.
4.2 If a resolution cannot be reached to the guest’s satisfaction, we will explain the reasons
behind our decision and provide clear justifications for our actions.
4.3 In the event that a guest remains dissatisfied with our handling of the complaint, they
may escalate the matter to the appropriate supervisory authority or regulatory body
5. Continuous Improvement
5.1 We view guest complaints as valuable feedback and an opportunity for improvement. We
will analyze and evaluate all complaints received to identify any trends or recurring issues
and take appropriate measures to address them.
5.2 We will periodically review our complaints policy and procedures to ensure their
effectiveness and make necessary updates as needed.
We value our guests and their feedback. By implementing this complaints policy, we aim to
demonstrate our commitment to providing excellent service, resolving any concerns in a fair
and timely manner, and our passion for creating a guest experience that is second to none.
Please visit our contact us page if you have any questions.