The CLAREMONT HOTEL

Welcome to Polperro and to The Claremont Hotel in particular. We trust that your booking and checking in was handled to your satisfaction. In the following pages you will find information that will hopefully make your stay safe and as comfortable as possible. It also contains our terms and conditions.

Baggage
If you are unable to carry your own bags then please ask any staff member at the reception for assistance and arrangements will be made to carry you suitcases.

Bar
Due to considerable friendly competition, Polperro has six pubs and all within a few minutes walk from the hotel; it is not always practical to open our bar. However when our bar is closed you are very welcome to bring your own alcoholic beverages into the hotel for consumption in your room or the hotel lounge or the patio. We will supply you with glasses and ice without charge, we can also cool your drinks for you but these services are only available until 9pm. Please ask in advance if you require glasses and/or ice after 9pm and out staff will place same in your room ready for your return. There are two shops that sell alcoholic and other beverages in the village, a dedicated Off Licence immediately below the hotel and Yaxley’s Village Store. Buying your drinks this way will be considerably cheaper than at the hotel bar.

Breakfast
Breakfast is served between 8.30am and 9.00am each day. This may be extended to 9.30am when the hotel is exceptionally busy but only when a notice is posted to this effect. If the time should vary on one particular day such as New Years Day then a special notice will be displayed on the day previous to the later breakfast. NO NOTICE - NO CHANGE. Breakfasts are freshly cooked and this is why we have a short time window to ensure that your breakfast is at its best quality when it is served to you. Hotels that have a longer time window still have to prepare the breakfast in case guests arrive early but if the guests arrive later then the breakfasts are kept warm until they arrive and in our opinion the breakfast is then not in its best condition. We are of the firm belief that our method provides the best product and eliminates the growth of harmful bacteria which could lead to food poisoning. To avoid waste we request that you choose your breakfast on arrival but this can be changed each day by advising staff before 6pm.

If you do not require breakfast then it would be very much appreciated if you advise a staff member accordingly. This means that the breakfast staff can finish and carry on with their other duties rather than wait until 9.00am expecting guests that fail to show.

Cancellation
When you book your holiday, you are entering into a legally binding contract. What would happen if you fell ill, had an accident - if you were made redundant, for example? You could be faced with a large bill. Why not cover yourself with Travel Insurance, so that you can relax and look forward to your holiday with total peace of mind. We strongly recommend you take out holiday insurance to cover any unforeseen circumstances and all costs should you find it necessary to cancel or to leave early. You will find reasonable cost travel insurance on our Website if you are unable to arrange it yourself.

Irrespective of what deposit is taken our cancellation terms will apply as shown in the table below and the appropriate amount collected from your card accordingly. Your card must not expire before the last day of your booking. We do not accept cheques but most credit and debit cards are accepted except American Express and Diners Club.

A refund will be made to the guest for any part of the cancelled booking that is re-let by the hotel except the full deposit which is non-refundable.

Car Park with Secure Parking
Regular visitors to Polperro will know how scarce and valuable parking is in our village. We offer free car parking for guests that stay in our hotel in the hotel private car park providing that cars are parked according to our car parking policy. Inconsiderate parking i.e. taking up two spaces or not parking between the lines and restricting the adjacent space, also reversing into your space (see next paragraph), will incur a charge of £10 per day. Guests that do not have their own car can let a friend use one parking space at a charge of £10 per day. Where guests of one room arrive in two cars, or in a very large vehicle, the hotel will endeavour to accommodate both cars or the large vehicle without charge, but this cannot be guaranteed and depends on existing guests parking requirements.

Access to our car park is through a controlled barrier which automatically opens when you pull up and stop just one or two feet in front of the barrier. It closes behind you after entry. We have sufficient spaces for each hotel room and although each space is designated with a letter you can park in any convenient space. Larger cars should be parked on the riverside and small cars on the roadside of the car park. Please drive into your chosen parking space (PLEASE DO NOT REVERSE). The reason for this is that if you reverse the car into a space it is difficult to remove your luggage and cars can be scratched by suitcases (as has happened) as guests walk between their car and another car for access to and from their boot. Also on the riverside it could be dangerous as a heavy suitcase may cause you to lose your balance and fall into the river. By driving into your parking space it means that you will have your boot in the centre of the car park. If your car has a rear engine please reverse in.

When you wish to take your car out of the car park you will be given a code to enter into the keypad, which in turn opens the barrier. You should not enter the code until your car is at the barrier because the barrier is programmed to close if there are no cars passing through. However when your car is under the barrier it will not close because of safety devices so you can take your time in getting out onto the road.

Checking Out
The latest time for checking out is from 10.00am on your day of departure. It is not normally possible to settle your bill and check out between 8.30am and 9.00am, especially so during busy periods, due to staff breakfast commitments. If you wish to leave immediately after you finish your breakfast and before 9.15am then please request to settle your bill the previous evening. See also Paying your Hotel Account. Late checkouts are charged at £20 for the first hour and £10 per hour for each additional hour. Part hours are charged as a full hour. Your checkout time can be extended to 10.30am without charge when requested in advance (latest 9am) and when it will not inconvenience the next arriving guest.

After checking out of the hotel you may leave your car in the car park for a few hours if you wish to go for a long walk or a last look around Polperro and some shopping.

Cot & Extra Bed
Children of an age that require a cot are not normally accepted, and an extra bed, for a young person or an adult, is charged at £10.00 per night.

Damages, Breakages and Antisocial Behaviour
Respect, Courtesy and Dignity are the standards by which patrons will be dealt with whilst at our hotel. Unfortunately there are a few who do not treat our staff or property in a similar manner and for those we need these regulations. You are responsible and liable for any breakages or damages, which you and/or those that accompany you, whether they are staying in the hotel or not, cause to the hotel, accommodation and its contents including the car park and associated parts. We ask that you report any incidents as they occur. While we do not normally charge for minor accidental breakages we will charge and debit your card for the full cost of all other breakages, missing items and for the replacement and/or making good of any damage. We may also make a further charge of £50 if you did not report such an occurrence. Additionally there will be a charge of £100 for soiled bedding, towels, carpets, furnishings and décor caused by, but not limited to, vomit, food and drink stains, blood and bed wetting. The hotel will also charge in full for any lost room nights resulting from any such damage and incidents mentioned in these conditions.

Excessive noise, unruly and threatening behaviour and the like which causes inconvenience and discomfort to our other guests and/or staff is not acceptable. Such behaviour will result in the offending person/s being asked to vacate their room and leave the hotel premises but will be charged for their booked stay.

Deposit
A part deposit equal to one night's accommodation cost (two for a week's stay) is required to secure reservations and where minimum stays are required then the full amount of the minimum stay e.g. two nights, Easter 3 nights, New Year 3 nights, may be required as a deposit. Your credit card or debit card details are required for the hotel to take a deposit and to confirm a booking. We may not always take the full deposit in order to help guest’s cash flow but in the event that the booking is cancelled then the full deposit will be required and taken from your card.

Doctor
If you need to contact a GP whilst you are on holiday you should always contact the surgery nearest to where you are staying which in the case of The Claremont Hotel is Looe Health Centre. If the surgery is open then your call will be dealt with directly by the surgery.

The Telephone number is 0844 477 0960.

There is a surgery held at Polperro Medical Centre but the hours are limited. It will be worth mentioning to the Looe Surgery that you are staying in Polperro in case you can be seen here, telephone number 0844 477 0962. If the Looe surgery is closed then you will be directed to the appropriate means of contacting a doctor out of hours by answer phone message, so please have available a means of writing down the phone number, and listen to the answer phone message to the very end.

The out of hour’s service is for conditions, which cannot wait until the surgery opens.

If calling on behalf of someone else, please ensure you have full personal details of the patient.

If it is considered necessary for the doctor to speak to the patient then most likely the doctor will have to call you back. Please ensure that you give the surgery your room telephone extension number otherwise the hotel phone will only ring at reception and out of normal reception hours will not be answered as the reception will not be staffed. Normal reception hours are 9.30am to 9pm and for further information please read the Reception section

The main Casualty Department serving this area is at Derriford Hospital, Plymouth, and the telephone number is 01752 777111. There is also a very good out patients department at The Liskeard Community Hospital in Liskeard. The telephone number is 01579 335265 and we would recommend that this is tried first before you make the journey to Plymouth.