Policies

Our Policies: Commitment to Excellence

At Rosemay Hotel, we strive to provide a seamless and enjoyable experience for all our guests. Our policies are designed to ensure fairness, transparency, and sustainability in every aspect of your stay. 

At Rosemay Hotel, we understand that plans can change, and flexibility is essential. Our cancellation policy is designed to accommodate our guests while ensuring the smooth operation of our reservations. Please take a moment to familiarise yourself with our policy:

  1. General Cancellation Policy:

1.1. Flexible Rates:

  • Guests booking our flexible rates can cancel free of charge up to [2] days before the arrival date.
  • Cancellations made within [24 Hours] of the arrival date will be subject to a [one night] cancellation fee.
  • In the case of a no-show, the full amount of the reservation will be charged.

1.2. Non-Refundable Rates:

  • Non-refundable reservations do not allow for cancellations or modifications.
  • The full amount of the reservation will be charged in the event of cancellation, modification, or no-show.

  1. Group Reservations (5 Rooms or More):

2.1. Cancellation Period:

  • Group reservations require cancellation [3] days prior to the scheduled arrival date to avoid a cancellation fee.
  • Cancellations made within [3] days of the arrival date will be subject to a cancellation fee of 50% of the total reservation cost.

2.2. Deposit and No-Show:

  • A non-refundable deposit may be required for group reservations.
  • In the case of a no-show, the full amount of the reservation will be charged.

 

  1. Special Packages and Promotions:

3.1. Cancellation Period:

  • Special packages and promotions may have unique cancellation terms. Please refer to the specific terms outlined during the booking process.

 

  1. Modification Policy:

4.1. Flexible Rates:

  • Modifications to flexible rate reservations can be made free of charge up to [2] days before the arrival date, subject to availability.
  • Modifications made within [2] days of the arrival date may be subject to additional charges.

4.2. Non-Refundable Rates:

  • Non-refundable reservations do not allow for modifications. Any modification will result in the full charge of the original reservation.

 

  1. Booking Channels:

5.1. Third-Party Bookings:

  • Guests who booked through third-party platforms are subject to the cancellation policy outlined by the respective booking platform.

 

  1. Contact Us:

For any questions or concerns regarding our cancellation policy, please feel free to contact our reservations team at reservations@rosemayhotel.com

Thank you for choosing Rosemay Hotel. We look forward to providing you with an exceptional experience.

  1. Age Requirement:

1.1. Child Definition:

  • For the purpose of this policy, a child is considered to be an individual between the ages of 0 to 12 years.

 

  1. Accommodation:

2.1. Maximum Occupancy:

  • Room occupancy limits, including the number of adults and children, are specified for each room type. It is important to adhere to these limits for safety and regulatory compliance.

2.2. Crib Beds:

  • Complimentary cribs may be available upon request, subject to availability. Rollaway beds may be provided at an additional charge, depending on room type and availability.

 

  1. Dining Options:

3.1. Children’s Menu:

  • Our dining facilities may offer a children’s menu with a variety of age-appropriate and nutritious meal options.

3.2. High Chairs:

  • High chairs are available in our dining areas to accommodate young children during meals.

 

  1. Safety and Supervision:

4.1. Supervision:

  • Parents or guardians are responsible for the supervision and behaviour of their children throughout the hotel premises, including public areas and recreational facilities.

4.2. Pool Safety:

  • Children must be accompanied by an adult while using the hotel’s swimming pool. Pool safety rules must be followed at all times.

 

  1. Child-Friendly Amenities:

5.1. Recreational Facilities:

  • Rosemay Hotel may suggest for family-friendly activities or entertainment options in the local area can be provided upon request offer child-friendly recreational facilities or activities. Information about these amenities can be obtained from the hotel’s front desk.

 

  1. Special Requests:

6.1. Special Accommodations:

  • Families with specific requirements or special requests for children are encouraged to inform the hotel in advance. We will do our best to accommodate your needs.

6.2. Celebrations and Events:

  • Rosemay Hotel is pleased to assist in arranging special celebrations or events for children, such as birthdays. Please contact the hotel in advance to discuss arrangements.

 

  1. Child Identification:

7.1. Identification Requirements:

  • For security and guest safety, parents or guardians may be required to provide identification for their children, especially when availing services or checking into the hotel.

 

  1. Code of Conduct:

8.1. Respectful Behaviour:

  • Children are expected to behave in a manner that is considerate of other guests and hotel staff. Disruptive behaviour may result in intervention by hotel management.

 

  1. Contact Information:

9.1. Reception Desk:

  • For inquiries or assistance related to our Child Policy, guests are encouraged to contact the hotel’s reception desk.

We look forward to hosting your family at Rosemay Hotel and ensuring a delightful stay for you and your children. If you have any questions or require further clarification, please do not hesitate to contact our front desk.

Our Commitment:

At Rosemay Hotel, guest satisfaction is our top priority. We value your feedback and are committed to resolving any concerns or complaints promptly and effectively. This Complaint Resolution Policy outlines our approach to addressing guest complaints.

1. Reporting Complaints:

1.1. Prompt Reporting:

  • Guests are encouraged to report any concerns or complaints promptly to the hotel’s front desk, guest services, or management.

1.2. Anonymous Complaints:

  • While we encourage guests to provide their contact information for follow-up, anonymous complaints will be treated with the same level of attention.

2. Reception Desk Assistance:

2.1. Immediate Assistance:

  • The reception desk staff is available 24/7 to address and assist with immediate concerns. Guests are encouraged to approach the front desk for prompt assistance.

2.2. Documentation:

  • Details of the complaint, including the nature of the issue, date, and time, will be documented by hotel staff for reference during the resolution process.

3. Initial Response:

3.1. Acknowledgment:

  • Upon receiving a complaint, the hotel will provide an acknowledgment to the guest, expressing gratitude for bringing the matter to our attention.

3.2. Timeline for Resolution:

  • The hotel aims to resolve complaints in a timely manner. A preliminary response, indicating the expected resolution timeline, will be provided to the guest.

4. Investigation:

4.1. Thorough Examination:

  • The hotel management will conduct a thorough investigation into the nature of the complaint. This may involve speaking with involved parties, reviewing documentation, or inspecting relevant areas.

4.2. Communication with Guest:

  • During the investigation, the guest will be kept informed of the progress and any additional information or clarification needed.

5. Resolution and Follow-Up:

5.1. Resolution Options:

  • Once the investigation is complete, the hotel will present resolution options to the guest. These may include compensation, corrective action, or other measures as deemed appropriate.

5.2. Follow-Up Communication:

  • Following the resolution, the hotel will communicate with the guest to ensure their satisfaction with the outcome. Any additional steps or adjustments will be considered based on guest feedback.

6. Escalation Process:

6.1. Unresolved Issues:

  • In the rare event that a complaint remains unresolved, guests may escalate the matter to higher management or contact relevant authorities as appropriate.

6.2. External Mediation:

  • If a resolution cannot be reached internally, the hotel may suggest external mediation services to facilitate a fair and impartial resolution.

7. Continuous Improvement:

7.1. Feedback Analysis:

  • All complaints and their resolutions are analysed to identify trends and areas for improvement. This feedback is crucial in enhancing our services and preventing future issues.

8. Contact Information:

8.1. Guest Services:

  • For inquiries or assistance related to the Complaint Resolution Policy, guests are encouraged to contact the hotel’s guest services at reservations@rosemayhotel.com

We appreciate your understanding and cooperation in following our Complaint Resolution Policy. If you have any questions or require further clarification, please do not hesitate to contact our guest services.

Mission Statement:

At Rosemay Hotel, we are committed to minimising our environmental impact and promoting sustainable practices. Our Environmental Sustainability Policy reflects our dedication to responsible management of resources, conservation, and contributing to a healthier planet.

1. Energy Efficiency:

1.1. Energy Conservation:

  • We strive to reduce energy consumption by implementing energy-efficient lighting, appliances, and HVAC systems throughout the hotel.

1.2. Renewable Energy:

  • Where feasible, we explore opportunities to incorporate renewable energy sources, such as solar or wind power, into our energy mix.

2. Water Conservation:

2.1. Efficient Water Use:

  • We promote water conservation through the use of water-efficient fixtures, regular maintenance, and encouraging guests to participate in our towel and linen reuse programs.

2.2. Rainwater Harvesting:

  • Where applicable, we implement rainwater harvesting systems to supplement water needs for non-potable purposes.

3. Waste Reduction:

3.1. Waste Minimization:

  • We minimize waste generation by adopting practices such as reducing single-use plastics, implementing recycling programs, and encouraging the use of reusable items.

3.2. Composting:

  • Organic waste from our kitchen is composted, contributing to nutrient-rich soil and reducing landfill impact.

4. Sustainable Procurement:

4.1. Local Sourcing:

  • We prioritise the sourcing of products and materials locally to support regional businesses and reduce the environmental footprint associated with transportation.

4.2. Eco-Friendly Products:

  • Where possible, we choose environmentally friendly and sustainable products for amenities, cleaning supplies, and operational materials.

5. Green Building Practices:

5.1. Building Design:

  • In any new construction or renovation projects, we consider sustainable design principles to enhance energy efficiency and reduce environmental impact.

5.2. Certifications:

  • We strive to attain and maintain relevant environmental certifications, such as LEED (Leadership in Energy and Environmental Design), to showcase our commitment to sustainability.

6. Employee Engagement:

6.1. Training and Awareness:

  • We provide ongoing training to our staff on environmental sustainability practices and encourage their active participation in conservation efforts.

6.2. Innovation and Ideas:

  • We welcome and reward employee suggestions for improving sustainability practices within the hotel.

7. Guest Education:

7.1. Informational Materials:

  • Guests are provided with information on our sustainability initiatives, encouraging them to participate in our efforts during their stay.

7.2. Local Sustainability:

  • Guests are informed about local environmental attractions and activities, promoting an appreciation for the natural surroundings.

8. Continuous Improvement:

8.1. Regular Audits:

  • We conduct regular environmental audits to assess our performance, identify areas for improvement, and set new sustainability goals.

8.2. Community Collaboration:

  • We collaborate with local communities, environmental organisations, and stakeholders to contribute to broader sustainability initiatives.

9. Communication:

9.1. Transparency:

  • We communicate our environmental sustainability efforts transparently to guests, employees, and the wider community through various channels.

We are dedicated to the ongoing pursuit of environmental sustainability, recognising our responsibility to protect and preserve the environment for current and future generations.

For inquiries or suggestions related to our Environmental Sustainability Policy, please contact our staff at Reception Desk.

At Rosemay Hotel, we are committed to providing a delightful dining experience for our guests. To ensure the safety, enjoyment, and quality of our food and beverage services, we have established the following policies.

1. Dining Reservations:

1.1. Reservation Requirements:

  • Advanced reservations are recommended, especially during peak dining hours. Walk-in guests are accommodated based on availability.

1.2. Group Reservations:

  • For groups of [20] or more, we encourage making reservations in advance to ensure the best possible dining experience.

2. Dress Code:

2.1. Casual Elegance:

  • Guests are encouraged to wear smart-casual attire when dining in our premises, and excessively casual clothing are not permitted.

2.2. Special Events:

  • Specific dress codes may apply during special events or themed evenings. Guests will be informed of any dress code requirements in advance.

3. Outside Food and Beverage:

3.1. External Food:

  • External food is not permitted in our dining establishments. Exceptions may be made for special occasions, subject to approval by management.

3.2. Outside Beverages:

  • Guests are kindly requested not to bring outside beverages into our restaurants and bars. Our beverage menu offers a diverse selection to suit various preferences.

4. Allergies and Dietary Restrictions:

4.1. Guest Notifications:

  • Guests with allergies or dietary restrictions are requested to inform the server when placing an order. Our culinary team will make every effort to accommodate special dietary needs.

4.2. Cross-Contamination:

  • While we take precautions to prevent cross-contamination, we cannot guarantee that our dishes are free of allergens. Guests with severe allergies are advised to exercise caution.

5. Children’s Dining:

5.1. Children’s Menu:

  • A children’s menu is available for our younger guests, featuring a variety of kid-friendly options.

5.2. Supervision:

  • Parents or guardians are responsible for the behaviour and supervision of their children in dining areas.

6. Hours of Operation:

6.1. Regular Hours:

  • Our dining establishments operate during specified hours. Guests are advised to check the hours of operation in advance.

6.2. Room Service:

  • Room service is available during specified hours. A menu is provided in guest rooms with available options and ordering details.

7. In-Room Dining:

7.1. Room Service Charge:

  • A room service charge may apply to orders delivered to guest rooms. Details are provided in the in-room dining menu.

7.2. Ordering Process:

  • Guests can place in-room dining orders by contacting the reception desk or using the provided in-room dining phone number.

8. Contact Information:

8.1. Dining Services:

  • For inquiries or assistance related to our Food and Beverage Policies, guests are encouraged to contact the dining services team at Rosebud Coffee Club.

We appreciate your understanding and cooperation in following our Food and Beverage Policies. If you have any questions or require further clarification, please do not hesitate to contact our dining services team.

Bon Appétit!

Objective:

The safety and well-being of our guests and staff are of paramount importance at Rosemay Hotel. This Fire Evacuation Policy is designed to ensure a swift and organized response in the event of a fire, prioritizing the safety of everyone within the premises.

1. Fire Emergency Response Team:

1.1. Designation:

  • A dedicated Fire Emergency Response Team (ERT) is established, comprising trained personnel responsible for coordinating and executing fire evacuation procedures.

1.2. Roles and Responsibilities:

  • Members of the ERT are assigned specific roles, including evacuation coordination, communication, first aid response, and assembly point management.

2. Fire Evacuation Procedures:

2.1. Immediate Response:

  • Upon the detection of a fire or activation of fire alarms, staff members are trained to initiate immediate response procedures, including notifying the ERT and alerting guests.

2.2. Guest Notification:

  • In the event of a fire, guests will be notified through the hotel’s public address system and, if necessary, by staff members going door-to-door on each floor.

2.3. Evacuation Routes:

  • Clearly marked evacuation routes are posted on each floor, detailing the nearest exits and assembly points. Guests and staff are instructed to follow these routes calmly and quickly.

2.4. Stairwells:

  •  Stairwells are the designated means of egress, and all guests and staff are advised to use stairwells to exit the building.

3. Assembly Points:

3.1. Designated Areas:

  • Assembly points are established at safe distances from the building. Staff and guests are instructed to proceed to these designated areas to facilitate accountability and further instructions.

3.2. Roll Call:

  • Members of the ERT will conduct a roll call at the assembly points to ensure that all guests and staff are accounted for. Missing persons will be reported immediately to emergency services.

4. Emergency Services Coordination:

4.1. Contacting Emergency Services:

  • Once the ERT has confirmed the evacuation of all guests and staff, emergency services will be contacted to report the incident and provide information on the situation.

4.2. Cooperation with Emergency Services:

  • Rosemay Hotel staff will cooperate fully with emergency services, providing them with necessary information and access to the premises as required.

5. Training and Drills:

5.1. Regular Training:

  • Staff members undergo regular fire evacuation training sessions to familiarize themselves with procedures, evacuation routes, and the operation of firefighting equipment.

5.2. Emergency Drills:

  • Periodic fire evacuation drills are conducted to ensure that both staff and guests are familiar with the evacuation procedures and can respond effectively in an emergency.

6. Communication:

6.1. Communication Channels:

  • Communication during a fire emergency is facilitated through the public address system, trained staff members, and designated communication channels within the hotel.

6.2. Guest Information:

  • Guests are provided with information about the fire evacuation procedures upon check-in, and relevant details are also available in guest rooms.

7. Review and Updates:

7.1. Regular Reviews:

  • The Fire Evacuation Policy is subject to regular reviews to ensure its effectiveness. Updates are made as needed to address any changes in the hotel layout or emergency response protocols.

8. Contact Information:

8.1. Emergency Contacts:

  • In case of a fire emergency, guests and staff are advised to contact emergency services by dialling [999]. Additionally, hotel staff can be reached at hotel contact number.

Thank you for your cooperation in adhering to the Fire Evacuation Policy at Rosemay Hotel. We appreciate your commitment to ensuring the safety of all occupants.

At Rosemay Hotel, we are committed to providing a comfortable and enjoyable experience for all our guests. To ensure a pleasant stay for everyone, we kindly request that guests adhere to the following Guest Conduct Policy.

1. Respectful Behaviour:

1.1. Respect for Others:

  • Guests are expected to conduct themselves in a manner that is respectful of fellow guests, hotel staff, and the property.

1.2. Noise Levels:

  • Quiet hours are observed from 11pm to 7am. Guests are requested to keep noise levels to a minimum during this time to ensure a peaceful environment.

2. Safety and Security:

2.1. Security Procedures:

  • Guests must adhere to all security procedures and protocols established by the hotel. Tampering with or disabling security features is strictly prohibited.

2.2. Unattended Items:

  • Unattended personal items in public areas may be reported to hotel staff for security reasons. Guests are encouraged to use the provided safes for valuables.

3. Smoking and Vaping:

3.1. Non-Smoking Policy:

  • Rosemay Hotel is a non-smoking property. Smoking is not allowed in any indoor area, including guest rooms. Designated smoking areas are provided outdoors.

3.2. Vaping:

  • The use of electronic cigarettes and vaping devices is subject to the same restrictions as traditional smoking.

4. Alcohol and Substance Use:

4.1. Legal Drinking Age:

  • Guests must comply with local laws regarding the legal drinking age. Alcohol will not be served to individuals below the legal drinking age.

4.2. Illegal Substances:

  • The use, possession, or distribution of illegal substances is strictly prohibited on hotel premises.

5. Damage to Property:

5.1. Care of Hotel Property:

  • Guests are responsible for the care of hotel property and will be held liable for any damage caused through wilful or negligent actions.

5.2. In-Room Amenities:

  • Removal or relocation of in-room amenities, furnishings, or equipment is not permitted.

6. Compliance with Policies:

6.1. Policy Adherence:

  • Guests are required to comply with all hotel policies, including but not limited to payment and billing policies, child policies, and environmental sustainability policies.

6.2. Consequences for Non-Compliance:

  • Failure to adhere to this Guest Conduct Policy may result in interventions by hotel management, including warnings, eviction without refund, and potential legal action.

7. Guest Identification:

7.1. Providing Identification:

  • Guests may be required to provide valid government-issued identification upon request. This is for security purposes and may be necessary for certain services.

8. Contact Information:

8.1. Reception Desk:

  • For inquiries or assistance related to the Guest Conduct Policy, guests are encouraged to contact the hotel’s reception desk.

We appreciate your cooperation in adhering to our Guest Conduct Policy. If you have any questions or require further clarification, please do not hesitate to contact our reception desk.

Objective:

Rosemay Hotel is committed to assisting guests in the recovery of lost items during their stay at our hotel. This Lost and Found Policy outlines the procedures and guidelines for reporting, storing, and retrieving lost belongings.

1. Reporting Lost Items:

1.1. Guest Responsibility:

  • Guests who realize they have lost an item are encouraged to report it to the hotel as soon as possible.

1.2. Notification Channels:

  • Lost items can be reported to the hotel’s reception desk, or any hotel staff member. Additionally, guests may contact the Reception Desk directly.

2. Found Items:

2.1. Staff Training:

  • Hotel staff members are trained to identify and collect lost items found within the premises.

2.2. Centralised Storage:

  • Found items are securely stored in a centralized location, accessible only to authorized hotel staff.

3. Logging and Documentation:

3.1. Item Description:

  • Found items are logged and documented with details such as a description of the item, the location where it was found, and the date and time of discovery.

3.2. Guest Information:

  • If identifiable, information about the guest who lost the item, such as room number or name, is recorded.

4. Notification to Guests:

4.1. Contacting Guests:

  • When possible, guests will be promptly notified if a lost item with identifiable ownership is found.

4.2. Privacy:

  • Guest privacy is respected, and details about the lost item will not be disclosed to anyone other than the rightful owner.

5. Claiming Lost Items:

5.1. Proof of Ownership:

  • Guests claiming a lost item are required to provide proof of ownership, such as a description of the item, any unique characteristics, or a receipt.

5.2. Lost and Found Hours:

  • Guests may inquire about and claim lost items during the hotel’s designated Lost and Found hours, which will be communicated to them upon reporting the lost item.

6. Unclaimed Items:

6.1. Storage Duration:

  • Unclaimed items will be stored for a designated period, after which they may be disposed of or donated to charitable organisations.

6.2. High-Value Items:

  • High-value items, such as electronics or jewellery, will be securely stored for an extended period before any disposition.

7. Disposal and Donation:

7.1. Disposal Process:

  • Items of minimal value and those unclaimed within the specified period will be disposed of in an environmentally responsible manner.

7.2. Charitable Donations:

  • Usable items may be donated to charitable organisations, ensuring that they benefit those in need.

8. Liability:

8.1. Limited Liability:

  • Rosemay Hotel is not liable for the condition of lost items or for any items that may go missing during the process of recovery and storage.

9. Contact Information:

9.1. Lost and Found Department:

  • For inquiries or assistance related to lost items, guests are encouraged to contact the hotel’s reception desk.

We appreciate your cooperation in adhering to our Lost and Found Policy. If you have any questions or require further clarification, please do not hesitate to contact our staff.

Objective:

At Rosemay Hotel, we understand the convenience of leaving luggage in a secure and designated area. Our Left Luggage Policy is designed to ensure the safety of our guests’ belongings while providing a convenient solution for those who wish to explore the area or have late departure times.

1. Left Luggage Service Hours:

1.1. Availability:

  • The left luggage service is available during the hotel’s operational hours, from [8:00 AM] to [8:00 PM].

1.2. Check-Out Day Luggage Storage:

  • Guests checking out of the hotel may utilise the left luggage service on the day of check-out until [3:00 PM].

2. Left Luggage Procedure:

2.1. Identification Required:

  • Guests must present valid identification (e.g., passport, driver’s license) when depositing luggage. This ensures the security and proper identification of belongings.

2.2. Inventory Record:

  • A hotel staff member will assist guests in completing a left luggage form, detailing the items being stored. A copy of the form will be provided to the guest.

2.3. Security Tags:

  • Each piece of luggage will be tagged with a unique security tag. The corresponding tag will be given to the guest for retrieval.

2.4. Payment for Left Luggage:

  • The left luggage service may be complimentary for a specified duration. For longer storage periods, charges may apply. Guests will be informed of any applicable fees during the storage process.

3. Items Permitted for Storage:

3.1. Permissible Items:

  • Commonly accepted items for left luggage storage include suitcases, bags, backpacks, and small personal items. Items of high value, perishable goods, and hazardous materials are not permitted.

3.2. Size and Weight Limits:

  • The size and weight of each piece of luggage must conform to the hotel’s left luggage storage guidelines. Oversized or excessively heavy items may be subject to additional charges.

4. Retrieval of Left Luggage:

4.1. Presentation of Tag:

  • To retrieve left luggage, guests must present the corresponding security tag provided during the storage process.

4.2. Identification Verification:

  • Guests must also present valid identification matching the details provided during the left luggage storage process.

4.3. Payment of Fees:

  • Any applicable fees for extended storage periods must be settled upon retrieval of the luggage.

5. Left Luggage Period:

5.1. Duration of Storage:

  • The standard duration for left luggage storage is [48] hours. Guests requiring storage beyond this period may be subject to additional charges.

5.2. Unclaimed Items:

  • Items left in storage beyond the specified storage period without prior communication from the guest may be considered unclaimed. Unclaimed items may be subject to disposal or donation at the discretion of the hotel.

6. Liability:

6.1. Limitation of Liability:

  • While every effort is made to ensure the security of left luggage, Rosemay Hotel is not liable for the loss, damage, or theft of items left in storage.

7. Contact Information:

7.1. Reception Desk:

  • For inquiries or assistance related to left luggage, guests are encouraged to contact the reception desk at contact number.

We appreciate your cooperation in adhering to our Left Luggage Policy. If you have any questions or require further clarification, please do not hesitate to contact our reception desk.

Objective:

At Rosemay Hotel, we strive to accommodate our guests’ needs to the best of our ability. Our Late Check-Out Policy is designed to provide flexibility for guests who require additional time beyond the standard check-out hours, while also ensuring the smooth operation of our room turnover process.

1. Standard Check-Out Time:

1.1. Check-Out Time:

  • The standard check-out time at Rosemay Hotel is [11:00 AM].

1.2. Late Check-Out Requests:

  • Guests who wish to request a late check-out beyond the standard time are welcome to make such requests, subject to availability.

2. Late Check-Out Request Procedure:

2.1. Early Notification:

  • Guests are encouraged to inform the reception desk of their late check-out request as early as possible, preferably on the evening before their scheduled check-out date.

2.2. Availability Confirmation:

  • Late check-out requests are subject to room availability. The reception desk will confirm the availability of a late check-out and provide the guest with the approved time.

3. Late Check-Out Charges:

3.1. Complimentary Late Check-Out:

  • Complimentary late check-out may be granted based on availability and at the discretion of the hotel management.

3.2. Charges for Extended Late Check-Out:

  • For late check-out requests beyond the complimentary period, additional charges may apply. The charges will be communicated to the guest upon approval of the late check-out request.

4. Late Check-Out Limits:

4.1. Maximum Late Check-Out Time:

  • The latest permissible check-out time is [3:00 PM]. Late check-out beyond this time may be subject to a full-day room charge.

4.2. Subject to Occupancy:

  • Late check-out is subject to room availability and occupancy requirements. In cases of high occupancy, the hotel may be unable to accommodate late check-out requests.

5. Priority for Direct Booking Guests:

5.1. Direct Booking Advantage:

  • Guests who have booked directly through the hotel website or reservations team may be given priority for late check-out requests, subject to availability.

6. Late Check-Out Penalties:

6.1. No-Show Charges:

  • Guests who do not check out by the approved late check-out time without prior notification may be subject to no-show charges equivalent to a full day’s room rate.

7. Contact Information:

7.1. Reception Desk:

  • For late check-out requests or inquiries, guests are encouraged to contact the reception desk contact number or visit the reception in person.

8. Acknowledgment:

8.1. Guest Confirmation:

  • By requesting and obtaining approval for a late check-out, the guest acknowledges and agrees to adhere to the terms and conditions outlined in this Late Check-Out Policy.

We appreciate your understanding and cooperation in adhering to our Late Check-Out Policy. If you have any questions or require further clarification, please do not hesitate to contact our reception desk.

Objective:

Rosemay Hotel is committed to providing a clean and healthy environment for all our guests. This Non-Smoking Policy is established to ensure the comfort and well-being of our guests by maintaining a smoke-free atmosphere within the hotel premises.

1. Designated Non-Smoking Areas:

1.1. Entire Hotel Property:

  • Smoking is strictly prohibited in all indoor areas of Rosemay Hotel, including guest rooms, hallways, lobbies, and common spaces.

1.2. Outdoor Designated Smoking Areas:

  • Designated outdoor smoking areas are available on the hotel property. Guests are requested to use these areas if they choose to smoke.

2. Guest Room Policy:

2.1. Smoke-Free Guest Rooms:

  • All guest rooms at Rosemay Hotel are designated as non-smoking. Smoking in guest rooms, including the use of e-cigarettes or vaping devices, is strictly prohibited.

2.2. Smoke-Free Balconies:

  • Balconies attached to guest rooms are also considered non-smoking areas. Guests are requested to refrain from smoking on balconies to prevent the entry of smoke into guest rooms.

3. Consequences of Violating Policy:

3.1. Cleaning Fee:

  • Guests found smoking in non-designated areas, including guest rooms, will be subject to a cleaning fee to restore the room to a smoke-free condition. This fee will be charged to the guest’s account.

3.2. Room Displacement:

  • In cases of repeated violations, guests may be asked to leave the hotel without a refund, and future reservations may be refused.

4. Smoking Devices:

4.1. Prohibited Devices:

  • The use of smoking devices, including but not limited to cigarettes, cigars, pipes, e-cigarettes, and vaping devices, is not allowed in non-designated areas.

4.2. Fire Safety:

  • Smoking poses a fire hazard, and guests are reminded to adhere to this policy for the safety of all occupants.

5. Guest Cooperation:

5.1. Guest Responsibility:

  • Guests are responsible for adhering to the Non-Smoking Policy. Please be considerate of other guests and use designated smoking areas.

5.2. Guest Education:

  • Information about the Non-Smoking Policy is provided during check-in, and guests are encouraged to familiarize themselves with the policy.

6. Reporting Violations:

6.1. Guest Reporting:

  • Guests who observe violations of the Non-Smoking Policy are encouraged to report such incidents to hotel staff.

6.2. Staff Intervention:

  • Hotel staff are authorized to intervene and address any violations of the Non-Smoking Policy.

7. Contact Information:

7.1. Reception Desk:

  • For inquiries or assistance related to the Non-Smoking Policy, guests are encouraged to contact the reception desk.

We appreciate your cooperation in adhering to our Non-Smoking Policy. If you have any questions or require further clarification, please do not hesitate to contact our front desk.

Reservation and Payment Process:

  • Reservation Confirmation:
    • A valid credit or debit card is required to secure a reservation at Rosemay Hotel. Reservations can be made through our official website, by phone, or in person.

  • Advance Deposit:
    • Some reservations may require an advance deposit to guarantee the booking. The amount and terms will be communicated at the time of reservation.

  • Check-In Requirements:
    • Guests are required to present a valid government-issued photo ID and the credit/debit card used for the reservation at the time of check-in.

  • Payment Methods:
    • We accept major credit and debit cards, including Visa, MasterCard, American Express, and Discover. Cash payments are accepted, and a valid credit/debit card must still be presented for incidental charges.

  • Incidentals Hold:
    • Upon check-in, a pre-authorization hold will be placed on the guest’s credit/debit card to cover potential incidental charges. The amount is determined by the hotel and is released after check-out, pending any additional charges.

Cancellation and Refund Policy:

  • Cancellation Period:
    • Cancellation policies vary based on the type of reservation and rate selected. Guests are advised to review the specific cancellation terms at the time of booking.

  • Refunds:
    • Refunds for cancellations will be processed in accordance with the hotel’s cancellation policy. Refunds are typically issued to the original form of payment.

  • No-Show Policy:
    • Guests who fail to check in on the scheduled arrival date without prior notice may be charged a no-show fee equivalent to the first night’s accommodation.

Billing and Invoicing:

  • Billing Information:
    • The guest’s name, address, and contact information provided during the reservation process will be used for billing purposes.

  • Itemised Receipts:
    • Upon check-out, guests will receive an itemized receipt detailing all charges incurred during their stay. This receipt will be provided in both printed and electronic formats.

  • Corporate and Group Billing:
    • For corporate or group bookings, billing arrangements and requirements will be agreed upon in advance. A completed credit application may be required.

Additional Charges and Fees:

  • Incidental Charges:
    • Incidental charges, such as room service, mini-bar, or damages, will be charged to the guest’s account. These charges will be clearly communicated, and a receipt will be provided.

  • Taxes and Fees:
    • Applicable taxes and fees will be added to the room rate. The breakdown of these charges will be detailed on the final invoice.

Contact Information:

  • Reception Desk:
    • For inquiries or assistance related to payment, billing, or reservations, guests are encouraged to contact the hotel’s reception desk.
       

We appreciate your cooperation in adhering to our Payment and Billing Policy. If you have any questions or require further clarification, please do not hesitate to contact our reception desk.

At Rosemay Hotel, we aim to provide transparent and fair policies to ensure a positive experience for our guests. Please review our Refund Policy below:

  1. General Refund Principles:

1.1. Flexible Rates:

  • Guests who have booked flexible rates and wish to cancel their reservation in accordance with our Cancellation Policy (as outlined in our booking terms) may be eligible for a refund.
  • Refunds for cancellations will be processed in the original form of payment and may take [5] business days to reflect.

1.2. Non-Refundable Rates:

  • Non-refundable reservations do not qualify for refunds in the event of cancellations, modifications, or no-shows.

  1. Group Reservations (5 Rooms or More):

2.1. Refund Eligibility:

  • Group reservations may be subject to a non-refundable deposit.
  • Refunds for cancellations made within the specified period, as outlined in our Cancellation Policy, will be processed in accordance with the terms agreed upon during the reservation process.

  1. Special Packages and Promotions:

3.1. Refund Terms:

  • Refund terms for special packages and promotions may vary. Please refer to the specific terms outlined during the booking process to determine eligibility.

  1. Refunds for Unused Services:

4.1. Early Departure:

  • Guests departing earlier than the confirmed reservation period may not be eligible for a refund for any unused nights.
  • Any request for a refund due to early departure will be reviewed on a case-by-case basis.

  1. Processing Refunds:

5.1. Timeline:

  • Refunds will be processed promptly upon approval, typically within [5] business days.
  • The time it takes for the refund to reflect in the original form of payment may vary depending on the payment method and financial institution.

  1. Contact Us:

6.1. Customer Support:

  • For assistance or inquiries regarding refunds, please contact our customer support team at reservations@rosemayhotel.com.

  1. Force Majeure:

7.1. Exceptional Circumstances:

  • In the event of circumstances beyond our control, such as natural disasters or other force majeure events, refund eligibility will be assessed on a case-by-case basis.

  1. Third-Party Bookings:

8.1. Third-Party Platforms:

  • Guests who booked through third-party platforms are subject to the refund policy of the respective booking platform.

Thank you for choosing Rosemay Hotel. We appreciate your understanding and cooperation. If you have any questions or require further clarification, please do not hesitate to reach out to our team.

At Rosemay Hotel, we value and appreciate the feedback and engagement of our guests on social media platforms and online review sites. This Social Media and Online Review Policy is designed to guide our guests and ensure a positive and respectful online community.

1. Feedback and Reviews:

1.1. Encouragement:

  • We welcome and encourage guests to share their experiences on social media platforms and online review sites. Honest feedback allows us to continuously improve our services.

1.2. Constructive Criticism:

  • Constructive criticism is valuable to us. If you encounter issues during your stay, we appreciate the opportunity to address them promptly. Please contact our reception desk or guest services to assist with any concerns.

2. Social Media Engagement:

2.1. Tagging and Mentions:

  • Guests are encouraged to tag Rosemay Hotel and use relevant hashtags when sharing photos or posts related to their stay.

2.2. Response Time:

  • Our social media team will make every effort to respond to comments, mentions, and direct messages in a timely manner.

3. Online Review Platforms:

3.1. Review Sites:

  • Guests are invited to share their experiences on reputable online review platforms. Common platforms include TripAdvisor, Google Reviews, and other relevant sites.

3.2. Verification of Stay:

  • To maintain the integrity of reviews, some platforms may require verification of a guest’s stay. We encourage guests to provide accurate and honest information.

4. Dispute Resolution:

4.1. Private Resolution:

  • If a guest encounters issues, we prefer to address them privately. Guests are encouraged to contact the hotel directly to discuss concerns before posting negative reviews.

4.2. Resolution Process:

  • Our team will investigate and address concerns promptly. If a resolution is achieved, guests are kindly requested to update or amend their review to reflect the positive outcome.

5. Respectful Communication:

5.1. Tone and Language:

  • We request that all communication, whether positive or negative, be expressed in a respectful and professional manner. Offensive language, personal attacks, or discriminatory remarks will not be tolerated.

5.2. Privacy Consideration:

  • Guests are reminded to respect the privacy of other guests and hotel staff when sharing content. Avoid sharing identifiable information without consent.

6. False Information:

6.1. Accuracy:

  • We encourage guests to provide accurate and truthful information in their reviews. Deliberate misinformation or false claims may be addressed by the hotel management.

6.2. Verification Process:

  • In cases where false information is suspected, the hotel reserves the right to request additional information or evidence to verify the claims.

7. Contact Information:

7.1. Guest Services:

  • For inquiries or assistance related to the Social Media and Online Review Policy, guests are encouraged to contact our guest services at Front Office.

We appreciate your cooperation in following our Social Media and Online Review Policy. Your feedback is essential to our continuous improvement, and we look forward to creating memorable experiences for all our guests.

Safety and Security of Personal Belongings Policy

Objective:

At Rosemay Hotel, the safety and security of our guests’ personal belongings are of utmost importance. This policy is established to ensure a secure environment within the premises and to provide guidelines for safeguarding valuables during your stay.

  1. Guest Room Security:

1.1. Locking Mechanisms:

  • All guest rooms are equipped with secure locking mechanisms. Guests are advised to use these locks when inside their rooms and whenever they leave.

1.2. Use of Room Safes:

  • Each guest room is furnished with a personal electronic safe. We encourage guests to utilize this safe for storing valuable items, including passports, jewellery, and electronic devices.

1.3. Room Access:

  • To maintain guest privacy and security, hotel staff will only enter guest rooms for cleaning and maintenance purposes when requested by the guest or in case of emergencies.

  1. Public Areas Security:

2.1. Surveillance:

  • Public areas of the hotel, including lobbies, hallways, and common spaces, are monitored by security cameras to enhance overall safety.

2.2. Personal Vigilance:

  • Guests are encouraged to remain vigilant and keep an eye on their personal belongings while in public areas. Unattended items may be subject to removal or inspection by hotel staff for security reasons.

  1. Valuables at Reception Desk:

3.1. Securing Valuables:

  • Guests may deposit valuable items such as passports, jewelry, and important documents at the front desk for safekeeping. A receipt will be provided for all items stored.

3.2. Limited Liability:

  • While every effort is made to secure items left at the front desk, Rosemay Hotel assumes limited liability for the loss, damage, or theft of such items.

  1. Reporting Suspicious Activity:

4.1. Guest Responsibility:

  • Guests are requested to report any suspicious activity or individuals to hotel staff immediately. Your cooperation is vital in maintaining a safe environment for all guests.

4.2. Emergency Contacts:

  • In case of an emergency or security concern, guests are encouraged to contact hotel security or emergency services by dialling emergency number.

  1. Lost and Found:

5.1. Lost Items:

  • Guests who have misplaced or lost personal belongings are advised to contact the front desk. Found items will be held at the front desk for a limited period.

5.2. Unclaimed Items:

  • Unclaimed items may be disposed of or donated at the discretion of the hotel after a reasonable holding period.

  1. Secure Wi-Fi Network:

6.1. Internet Security:

  • The hotel provides a secure Wi-Fi network for guests. It is recommended to connect only to the hotel’s official network to ensure the safety of personal information.

  1. Contact Information:

7.1. Front Desk:

  • For inquiries or assistance related to the safety and security of personal belongings, guests are encouraged to contact the reception desk.

We appreciate your cooperation in adhering to our Safety and Security of Personal Belongings Policy. If you have any questions or require further clarification, please do not hesitate to contact our staff.

Objective:

Rosemay Hotel is pleased to provide complimentary Wi-Fi access to our guests. This Wi-Fi Usage Policy is established to ensure the optimal and fair use of our network while maintaining a secure and enjoyable online experience for all guests.

1. Acceptable Use:

1.1. Intended Purpose:

  • The hotel’s Wi-Fi network is provided for the convenience of guests to access the internet for activities such as web browsing, email, and general online communication.

1.2. Lawful Activities:

  • Users must engage in lawful and responsible activities while using the Wi-Fi network. Any illegal activities or violations of applicable laws are strictly prohibited.

2. Network Security:

2.1. Access Credentials:

  • Guests are responsible for keeping their Wi-Fi access credentials (username and password) confidential. Sharing access credentials with unauthorised individuals is strictly prohibited.

2.2. Network Monitoring:

  • The hotel reserves the right to monitor network usage for security and performance purposes. Any suspicious or malicious activity may result in the termination of access.

3. Bandwidth Management:

3.1. Fair Usage:

  • To ensure fair and equal access for all guests, bandwidth may be managed. Excessive or abusive use of bandwidth that affects the network’s performance for others is not allowed.

3.2. Streaming and Downloads:

  • While streaming and downloading are permitted, users are requested to be mindful of the impact on overall network performance and to avoid excessive use that may hinder others’ experience.

4. Prohibited Activities:

4.1. Illegal Content:

  • Accessing, downloading, or distributing illegal or copyrighted content is strictly prohibited.

4.2. Malicious Software:

  • Users must not engage in activities that introduce viruses, malware, or any form of malicious software to the network.

5. Connectivity Limitations:

5.1. Number of Devices:

  • The hotel may limit the number of devices connected per guest room to ensure fair usage and network stability.

5.2. Device Compatibility:

  • The hotel is not responsible for ensuring compatibility with all devices. Guests are responsible for configuring their devices to connect to the Wi-Fi network.

6. Guest Education:

6.1. Information:

  • Information on connecting to the Wi-Fi network and this usage policy will be provided during the check-in process. Guests are encouraged to familiarise themselves with these guidelines.

7. Disclaimer:

7.1. Network Reliability:

  • While every effort is made to provide a reliable Wi-Fi service, the hotel cannot guarantee uninterrupted or error-free connectivity at all times.

7.2. External Content:

  • The hotel is not responsible for the content accessed by users on the internet. Guests are advised to exercise caution and adhere to applicable laws and regulations.

8. Contact Information:

8.1. Technical Support:

  • For technical assistance or inquiries related to Wi-Fi access, guests are encouraged to contact the hotel’s technical support at Reception Desk. 

We appreciate your cooperation in adhering to our Wi-Fi Usage Policy. If you have any questions or require further clarification, please do not hesitate to contact our staff for technical support.

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