THE FOLLOWING APPLIES TO ALL MONO LUXE STAYS PRODUCTS TERMS AND CONDITIONS ARE STATED.
CHECK-IN & CHECK-OUT
The check-in time for all manors is between 1.00pm and 10.00pm. Check-out time is 11.00am on the day of departure. If guests check-out later than 11.00am, there will be a hourly charge.
KEY/CODE COLLECTION FOR THE MONO LUXE MANORS
All guests staying at The mono luxe manors will be met at the manor and welcomed in aswell as keys handed over , guests will be asked to fill out a registration form, and provide a form of photo ID. We will also ask those staying At the manor to pay any remaining balance, including any extras that have been ordered in advance.
PARKING
Mono Luxe stays manor : There is private parking available for Maximum of 6 cars in front of the property.
DEPOSITS
Mono Luxe stays Manor : At confirmation, a 50% non-refundable deposit is required for the manor . Bookings taken up to 14 days in advance require full, non-refundable pre-payment. Before the check-in date we will contact guests regarding any remaining balance which is required 14 days prior to arrival. Bookings made for Christmas, New Year and Easter will require a full payment 28 days prior to arrival. The payment will be taken from the card used to secure the booking.
CANCELLATIONS
Mono Luxe stays Manor: If the reservation is only cancelled within 14 days of arrival, the full stay will be charged, minus what is recouped through re-letting.
Please note that a reservation is a legally binding contract and we urge you to take out travel insurance when you book. All cancellations must be sent in writing, either via email or letter (recorded delivery). We shall confirm with you once we have received the cancellation. We do not accept cancellations by telephone.
COMPLAINTS POLICY
Here at Mono luxe stays we have a positive approach to solving any complaints and ask that if you feel something is not right with your stay that you bring it up with us straight away. A member of our fully trained reception team will be happy to deal with any issues you may have and we will always strive to resolve them as quickly as possible to ensure that we cause minimal disruption to your stay. Please be aware that certain issues may not be resolvable between the hours of 9pm to 8am.
1. If you have an issue or concerns regarding your stay this MUST be reported during your stay. This gives us the opportunity to resolve any issues DURING your stay.
2. If you do not give us the opportunity to resolve any issues whilst you are with us, we may not be able to deal with your complaint once you have checked out.
3. We hold a strict no refunds policy.
4. Please note all telephone calls are recorded for training and monitoring purposes and can/will be used as evidence if required.
5. Complaints will not be responded to if sent through social media platforms. This includes messenger, Facebook and Trip Advisor.
6. If you wish to raise a complaint this must be done by email only within 7 days of your stay. After this, a complaint will not be responded to.
7. Please email [email protected]
OCCUPANCY TERMS
All accommodation offered by Mono luxe stays strictly prohibits pets . We ask that manor is only occupied by the number of guests confirmed on the booking.
Mono luxe stays manor: CCTV is in operation for your security and security of the property.
We endeavour to create an enjoyable environment with luxurious facilities for our guests. We kindly ask that all guests respect the accommodation they are staying in, along with its furnishings. Unfortunately, in the past some have chosen not to do this, which means we have to implement certain policies. We allow for up to 5 hours to clean the manor , which should be more than enough time. However, if the suites or house is left in a state which requires more time that this, there will be a housekeeping charge of £20.00 per hour plus VAT made to your card.
DAMAGE, BREAKAGE & MISSING ITEMS
Guests are fully responsible for any damages or missing items during their occupation of the manor . If either situation occurs, the full costs of replacement or repair will be charged to the card that was used to secure the booking.
The manor : If we are unable to offer any of our manors due to damage or misuse, those guests who caused such damage will be liable for the total loss of revenue incurred. For Manors this can start at £1000 be as much as £2500 per night
SMOKING POLICY
All accommodation offered by Mono luxe stays is strictly NON SMOKING. Charges for smoking in the manors are as follows:
The manor Minimum £1000
Charges will be made to the card used to secure the booking, and will be used for the extra cleaning needed for the furnishings and fabrics.
SPECIAL REQUIREMENTS/REQUESTS
Please inform us of any dietary or mobility requirements you may have prior to you stay.
Please note we are more than happy to help in any way to achieve accessibility if we are told in advance.
We will make every effort to fulfil any special request. However, please note that failure to do so does not constitute a breach of contract.
UNFORESEEN CIRCUMSTANCES
In the situation that your reserved accommodation is unable to be occupied due to unforeseen circumstances, we shall make every effort to provide alternative accommodation. However, if we are unable to achieve this you will receive a full refund. Please note that this does not constitute a breach of contract.
FORCE MAJEURE
The company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of Force Majeure or any other circumstances beyond its reasonable control. This includes (but is not limited to): flooding, earthquake, extreme weather conditions, natural disasters, acts of terrorism, fire, collapse of building structures, and the failure of electric power, gas, water (or any other utility service), plant machinery or computers.
You are responsible and liable for any breakages or damage that is caused while you occupy the manor including any accidents that may occur. If any damage is caused you are responsible up to the full cost of replacement or repair. The costs will be taken from the credit card used to secure the booking or card used to pay for your stay. This also applies to anything that goes missing from your room during your stay.