To keep rooms fresh, comfortable and clean for all guests, The Norton operates a strict no-smoking and no-vaping policy inside the building.

Smoking and vaping are permitted in the designated outdoor smoking areas only.

Important Information

• Smoking or vaping inside bedrooms or indoor areas will result in an additional cleaning charge from £100
• Where deep cleaning is required due to smoke odour or evidence of smoking inside a room, a £200 charge will apply
• Smoking outside of designated areas that causes smoke odour to affect other guests may also result in additional cleaning charges

We appreciate everyone helping us maintain a comfortable environment for guests working away and staying longer-term.

Bookings made through third-party websites

• Free cancellation up to 14 days before arrival
• Within 14 days, the full stay will be charged
• No-shows are charged in full
• Please note: same-day and last-minute bookings are non-refundable.

Bookings made directly with The Norton

• Free cancellation up to 7 days before arrival
• Within 7 days, the full stay will be charged
• No-shows are charged in full

Working away plans can change

We understand jobs, shifts and travel plans can move around unexpectedly.

For longer stays of 7 nights or more, if you need to cancel within 3 days of arrival, we’ll do our best to help by transferring your payment to a future stay credit instead of losing the booking completely.

This gives us the chance to re-offer the room while helping returning workers and teams stay flexible where possible.

Need to change something?

If your plans change, just contact us directly and we’ll always try to help where we can.

• Check-in from 3pm with flexible self check-in 
• Check-out by 11am

Arriving after work? No problem. Our keyless check-in makes late arrivals simple and hassle-free.

We work hard to keep The Norton clean, comfortable and running smoothly for every guest.

If you notice any maintenance issues during your stay, please let us know as soon as possible and we’ll do our best to sort things quickly.

General maintenance enquiries

Email: info@thenortonhotel.com

Emergency out-of-hours issues only

📞 07854 493727

Please treat rooms and shared spaces with respect during your stay. Any damage caused to hotel property may result in repair or replacement charges.

For safety reasons, guests should not attempt to repair or interfere with electrical items, plumbing or hotel equipment themselves. If something isn’t working properly, just contact us and we’ll take care of it.

Room Access For Emergency Repairs

In rare cases, our maintenance team may need access to a room to deal with urgent issues or prevent damage to the building.

If this happens, we’ll always aim to minimise disruption and respect your privacy during your stay.

For the safety, security and comfort of all guests, access to The Norton Hotel is strictly for registered guests only.

Visitors who are not staying at the hotel are not permitted access to guest rooms or shared areas of the building.

If you would like to add an additional guest to your booking, please contact us directly before arrival or during check-in.

We ask all guests to respect the quiet and comfort of others staying at the hotel, particularly those working away and leaving early for shifts.

The Norton Hotel reserves the right to refuse access or remove anyone who does not follow these policies.

Any items found will be safely stored for up to 30 days where possible.

If you think you’ve left something behind, contact us at info@thenortonhotel.com with a description of the item and we’ll do our best to help locate it.

Items can either be collected or posted back to you at your expense.

Emergency Information

Please take a moment to familiarise yourself with the nearest fire exits and emergency information displayed throughout the hotel and inside your room.

If you notice anything unsafe or need urgent assistance during your stay, please contact us immediately.

Medical Assistance

A first aid kit is available on site in the communal space on the ground floor.

For medical advice or non-emergency assistance, please contact NHS 111 directly using your mobile phone.

In a serious emergency, always call 999.

Fire Safety

All rooms are fitted with smoke detectors and fire exits are clearly marked throughout the building.

For everyone’s safety, please do not tamper with smoke alarms, fire equipment or emergency exits.

Hotel Security

CCTV operates in public areas of the hotel for guest security.

We recommend keeping your room locked when leaving and ensuring personal belongings and valuables are stored safely during your stay.