Check-in & Check-out
The check in time for all rooms, suites and houses is between 3.00pm 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 £25 per hour charge.
Hideout House: If the keys are not returned to The Cranleigh after guests have locked up and left the premiss, the guests will be charged for a replacement lock.
Key/Code Collection for The Church Suites and Hideout House
All guests staying at The Church Suites or the Hideout House are required to collect their code/keys at The Cranleigh Boutique Hotel for access to the accommodation. Upon collection, guests will be asked to fill out a registration form, and provide a form of photo ID. We will also ask those staying The Church Suites to pay any remaining balance, including any extras that have been ordered in advance.
The Cranleigh Boutique Hotel: There is parking available for 14 cars at the front and rear of the hotel which runs on a first come, first serve basis. However, we do have private parkig available off-site. Please ask at reception for information about our off-site parking.
The Church Suites: Due to their central location, we can only offer OFF-SITE parking. We recommend that guests drive to the Church Suites and unload their luggage, then park in our private overflow car park, which is a 3 minute walk away. We will provide guests with all the necessary directions upon check-in. The Church Suites are approximately 200 yards away from The Cranleigh Boutique Hotel.
The Hideout House: There is private parking available for 1 car in front of the property.
The Cranleigh Boutique hotel provides both cooked and continental breakfasts, using only the finest and locally sourced ingredients, between the hours of 8.30am and 10.00am each morning. Guests staying in The Church Suites or The Hideout House are welcome to come and eat breakfast at the main hotel. If not booked in advance and you wish to have breakfast, we ask that guests inform the reception upon check-in. There will be a charge of £15.95 per person.
The Cranleigh Boutique Hotel: At confirmation, a £100 non-refundable deposit is required for the room. If the full amount is lower, the total payment will be asked for. Bookings taken up to 7 days in advance require full, non-refundable pre-payment.
The Church Suites: At confirmation, a £100 non-refundable deposit is required for the suite. Bookings taken up to 14 days in advance require full, non-refundable pre-payment. Bookings made for Christmas, New year, Bank Holidays and Valentines Day will require a full payment 28 days prior to arrival. The payment will be taken from the card used to secure the booking.
The Hideout House: At confirmation, a £100 non-refundable deposit is required for the suite. 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.
The Cranleigh Boutique Hotel: If the reservation is only cancelled within 10 days of arrival, the full stay will be charged, minus what is recouped through re-letting.
The Church Suites and The Hideout House: 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 vis email or letter (recorded delivery). We shall confirm with you once we have received the cancellation. We do not accept cancellations by telephone.
All accommodation offered by The Cranleigh Boutique strictly prohibits pets and children under 16 (under 18 at The Church Suites and The Hideout House). All rooms, suites and houses accommodate a maximum of 2 people. We ask that your room, suite or house is only occupied by the number of guests confirmed on the booking.
The Church Suites and The Hideout House: 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 2.5 hours to clean the suites/house, 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 any of the rooms, suites or houses. 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 Church Suites and The Hideout House: If we are unable to offer any of our suites or private houses due to damage or misuse, those guests who caused such damage will be liable for the total loss of revenue incurred. For The Church Suites this can be as much as £1000 per night, and £435 for The Hideout House.
All accommodation offered by the Cranleigh Boutique is strictly NON SMOKING. Charges for smoking in the rooms/suites and houses are as follows:
Cranleigh Boutique Hotel Rooms: £100
The Church Suites: Minimum £500
The Hideout House: Minimum £435
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.
Please inform us of any dietary or mobility requirements you may have prior to you stay. Unfortunately, The Hideout House, The Church Suites and certain hotel rooms cannot be accessed with a wheelchair. However, 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.
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 doe not constitute a breach on contract.
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 room 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.
Here at the Cranleigh Boutique 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.
- 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.
- 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.
- We hold a strict no refunds policy.
- Please note all telephone calls are recorded for training and monitoring purposes and can/will be used as evidence if required.
- Complaints will not be responded to if sent through social media platforms. This includes messenger, Facebook and Trip Advisor.
- 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.
- Please email firstname.lastname@example.org