These terms and conditions apply to all bookings made to stay at New Road Hotel, whether made via our website, by email or over the telephone. They contain important information about your stay and we kindly ask that you read these carefully. If there is anything you would like to discuss regarding your booking or these terms and conditions, please don’t hesitate to get in touch.
WHO WE ARE
New Road Hotel is a hotel and restaurant located in Whitechapel in London’s East End and close to the city of London – our address is 103-107 New Road, Whitechapel, London E1 1HJ. New Road Hotel is owned by Horizon Whitechapel Limited and operated by Black & White Hospitality Limited.
HOW TO CONTACT US
YOUR BOOKING WITH US
Your booking will not be complete until you receive a confirmation number from us, at which point a contract will come into existence between you and us.
We require credit or debit card details from you to confirm your booking. Where you have reserved a ‘Prepaid’ room your card will be charged with the non-refundable room rate when you make your reservation. Where you have made any other type of reservation, your card will not be charged unless one of the events specified below occurs, for example, if you cancel your booking after the allotted time.
NEED TO CHANGE OR CANCEL YOUR BOOKING
If you wish to make a change to your booking, please contact us. We will let you know if the change is possible and will send you a confirmation email if the change is accepted.
In the event of overbooking, we will assist you with relocation to an alternative hotel (this will be as close as possible for the first night the guest is displaced from the hotel. If a room becomes available at the hotel for the displaced guest and the guest elects not to return, the hotel will have no further obligations under this clause). If we cannot make the change you have requested or the consequences of making the change are unacceptable to you, you may want to cancel your booking. Your reservation confirmation email will stipulate the terms of your booking and the cancellation policy applicable to your reservation.
Where your reservation includes the flexibility to cancel your reservation, you may cancel your booking up to 18:00 London time on the day before your arrival date. If we receive your cancellation request by no later than this time, there will be no charge in relation to your cancellation. Any cancellation request we receive after 18:00 London time on the day before your arrival will be subject to a fee equivalent to one night’s stay in the room you had booked, less any VAT in relation to that room charge. This cancellation fee will be charged to the card details you supplied to us at the time of making your booking. This cancellation fee will also apply if you fail to arrive for your stay at New Road Hotel, a prepaid reservation will incur the entire stay charge.
If you wish to cancel your booking, please contact us by telephoning 0203 0198710 or emailing firstname.lastname@example.org
CHECK-IN & CHECK-OUT
Time: Unless otherwise agreed, check-in is permitted from 15:00 and we kindly ask that all guests depart by no later than 11:00. Late check out is available to our guests but subject to availability and a fee will be applied.
Security: In the interests of security and the prevention of fraud, we will ask you to confirm your identity by providing your passport, driving licence or other form of photo ID upon check-in.
Guests travelling from outside the UK: If you are travelling from outside the UK, we are required by law to ask for your passport and the place of your next destination at the time of check-in. If you do not have your passport, we reserve the right not to honour your reservation. We will retain this record for a period of 12 months and we may disclose this to a police officer or other official as required by law. We are required to collect this information in relation to each member of your party over the age of 16 and we reserve the right to refuse entry to New Road Hotel to anyone who is unable to provide this information.
Guests under 18: Please note that all guests under the age of 18 must be accompanied by adults during their stay. We reserve the right to refuse entry to New Road Hotel to anyone who is under the age of 18.
The price of your stay (which includes VAT) will be the price indicated when you make your reservation via the website, or as communicated to you if you place your booking by telephone or email. Please check the price in your confirmation email. We will do our best to ensure that the price advised to you is correct however, it is always possible that some of our room charges may be incorrectly priced. We will confirm the price of your stay in our confirmation email, so please double-check that when you receive it and let us know if you notice any abnormalities. Where there has been an obvious discrepancy between our room charges and the price stated on our website or otherwise communicated to you, we reserve the right to charge our correct room charges or to cancel your reservation.
A credit card pre-authorisation will be taken upon check-in. All charges incurred during your stay, for example, food and beverage charges and any room charges which you have not paid for in advance must be settled upon check-out when you will have the option to provide a different method of payment should you wish. Please let us know before you check-out if you notice any abnormalities in any charges which have been assigned to your room.
WHEN YOU ARE WITH US
During your stay, we ask that you comply with the following house rules:
Our Rooms: The images of our rooms and facilities on our website are for illustrative purposes only. Each Room Type at New Road Hotel is slightly different and your room or the facilities you use during your stay may vary slightly from those images. Your reservation is for a particular type of room and, whilst we will try to accommodate specific room requests, unfortunately, we cannot guarantee that you will be able to stay in a specific room during your stay.
Food & Drink: New Road Hotel offers many options for food and drink, including a Mr White’s English Chophouse by Marco Pierre White Restaurant & Bar and a Cereal Grind, please note we do not offer room service. Please refrain from bringing in any outside food or beverages, unless medically necessary.
Noise: All guests are asked to respect our other guests and nearby residents when in their room, hallways, any other premises of the hotel or while in the surrounding area.
No Smoking: No smoking is permitted inside New Road Hotel at any time, whether in your room or elsewhere. New Road Hotel has designated smoking areas and our staff will happily advise you of their location upon request. We reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay. We also reserve the right to terminate the remainder of your stay in the event that we find you have failed to comply with our smoking policy.
Animals & Pets: No animals will be allowed in New Road Hotel except for Guide Dogs.
Accessibility: Dependant on your individual needs a selection of specifically designed rooms is available in our hotel. Please contact the hotel directly to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.
Accidents: Guests must report any accident or injury they or their guests may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.
Inappropriate Behaviour: We kindly ask that you respect our other guests and refrain from any improper, violent or abusive behaviour and any illegal conduct at all times during your stay. We reserve the right to eject you from the premises and cancel the remainder of your stay in the event that you fail to respect this policy.
Damage: We kindly ask that all guests respect the New Road Hotel rooms and facilities. In the event that there is any damage to the room(s) during your stay or if any items are missing from your room(s) upon your departure, we reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of such damage and/or missing items.
Parking: We regret that there is no parking available at New Road Hotel; there is local street parking close to the hotel. In the event that you require any assistance in accessing New Road Hotel, please contact our team to discuss your requirements and we will do our best to assist.
Press: New Road Hotel has a strict no press policy. Guests will be held accountable if they disclose or identify any other members or guests who are in New Road Hotel in any press or social media including Facebook, Twitter, and Instagram and on personal blogs. Similarly, guests must refrain from identifying or describing any private hire or member event occurring at New Road Hotel.
NEW ROAD HOTEL FACILITIES
Use of any of the fitness areas, play areas including the pool table or facilities available at New Road Hotel is entirely at your own risk. You must not use any equipment or undertake any activity at New Road Hotel unless you are satisfied that you are competent to do so in a safe and proper manner.
When using any equipment and facilities available at New Road Hotel, you must take care to safeguard your own health and safety and that of other people, and you will be solely responsible for any loss or injury that you cause to yourself, other persons or to the equipment or facilities to the extent that it is caused through your unsafe or improper use of the equipment or facilities (including your use of them whilst under the influence of alcohol or medication) or your failure to advise New Road Hotel staff of a medical condition relevant to your use of the equipment or facilities.
A 100% cancellation charge will be incurred if you cancel any class, workshop or event less than 24 hours London time prior to the time of the appointment. If you have booked a class or workshop and in the event that you do not attend, no refund will be offered.
DAMAGE & LOSS
We provide a safe in each room for the storage of personal items and all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests’ personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to New Road Hotel. The Hotel Management reserves the right, in its sole discretion, to refuse to store any personal property of guests.
We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.
YOUR PERSONAL INFORMATION
NEW ROAD HOTEL WEBSITE &TRADE MARKS
All guests shall not use the names, logos, colours, trademarks, service marks, photographs, trade dress, or other identifying features of New Road Hotel without obtaining our specific prior written approval as to the specific use.
Guests expressly recognise that the hotel trademarks are the valid, unique and exclusive property of New Road Hotel, its parent, affiliates and/or subsidiaries. Guests may not produce or create, or authorise others to produce or create, the New Road Hotel trademarks for any purpose whatsoever, including, but not limited to, in any communications, marketing, advertising or other promotional materials (including, but not limited to, brochures, flyers, invitations, e-mail messages, etc.) that utilise the trademarks without our prior written consent.
While all reasonable efforts have been taken to ensure the accuracy of information on the website, the company does not accept responsibility for errors or omissions and reserves the right to amend, cancel or vary any of the arrangements featured on the website without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or amenity at the hotel.
OTHER IMPORTANT TERMS
Force Majeure: New Road Hotel will not be responsible and will not pay any compensation where we are preventing or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flooding, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities, pandemic, or government lockdown.
We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Governing Law & Disputes: These terms are governed by English law and you can bring legal proceedings in relation to these terms or your stay at New Road Hotel in the English courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings to the country within Europe in which you reside.
Alternative Dispute Resolution: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the European Commission Online Dispute Resolution platform here.