Our Policies

Terms and Conditions

Smoking

The Norton Hotel maintains a strict no-smoking and no-vaping policy within all rooms and common areas of the hotel. Guests are permitted to smoke in designated outdoor smoking areas only.

• If a guest is found smoking or vaping inside the hotel, an additional cleaning fee of £100 will be charged to the guest's account.

• If a guest is found smoking in their room or if there is evidence of smoking (including a strong smoke odour in the room), a deep cleaning fee of £200 will be charged to the guest's account.

• If a strong smoke odour is detected from smoking outside designated areas, the same cleaning fee will apply to ensure the comfort of other guests.

Cancellation

For reservations made through third-party websites:

Guests may cancel free of charge up to 14 days prior to the scheduled arrival date.
Cancellations made within 14 days of arrival will incur a charge equivalent to the total cost of the reservation.
In the event of a no-show, the full amount of the reservation will also be charged.

Non-refundable for the same day and last-minute bookings.

For reservations made directly with us:

Guests may cancel free of charge up to 7 days prior to the scheduled arrival date.
Cancellations made within 7 days will incur a 50% charge of the total reservation cost.
In the event of a no-show, the full amount will be charged.

We acknowledge that travel plans may change unexpectedly. Should you need to cancel or amend your reservation within 3 days of your arrival, we are pleased to offer the option of retaining your payment as a credit towards a future stay. This credit policy applies only to long-term stays (a minimum of 7 days).

We kindly request that any cancellations or modifications to your booking be made at least 3 days in advance, to allow us the opportunity to offer the availability to other guests. Please note that we are unable to provide refunds for cancellations made less than 3 days before the scheduled arrival date

If you have any questions or wish to discuss your reservation or rescheduling options, please do not hesitate to contact us directly.

Parking

The Norton Hotel offers free on-site parking for all guests by the side of the hotel, not the front parking space. Parking spaces are subject to availability and are provided on a first-come, first-served basis.

While the hotel strives to accommodate all guests, we cannot guarantee a parking space for any specific vehicle. Vehicles must be parked in designated areas only. The hotel is not responsible for any loss, theft, or damage to vehicles or personal property left in the parking area.

Please ensure your vehicle is parked correctly to avoid any inconvenience to other guests. If you require assistance with parking or have any concerns, please do not hesitate to contact the reception.

Check-in and Check-out time

• Check-in time: From 3:00 PM until 12:00 AM.

• Check-out time: By 11:00 AM.

• Early check-in: Available for an additional charge of £5, subject to availability.

• Late check-out: Available for an additional charge of £5, subject to availability

Maintenance

The Norton Hotel is committed to providing a safe, clean, and well-maintained environment for all guests.

• Routine check is carried out regularly to ensure the facilities remain in excellent condition. In the event of any maintenance issues during your stay, please report them immediately to the reception desk by calling 07486 393184

• For emergency out-of-hours maintenance only contact 07854 493727.

• Guests are requested to avoid tampering with or damaging hotel property. Any damages caused by a guest or their visitors will result in additional charges for repairs or replacements.

• For safety reasons, guests must not attempt to repair or interfere with electrical equipment, plumbing, or other hotel systems. Please contact management for assistance.

Maintenance Access to Rooms

• The maintenance team reserves the right to access guest rooms at any time to address emergency maintenance issues. We will make every effort to minimize any disruption to your stay and ensure your comfort during your visit. In the case of urgent repairs, guests will not be notified in advance; however, we will take every measure to respect your privacy and minimize any inconvenience.

Visitors

Guests are welcome to have visitors during their stay. However, for the safety and comfort of all our guests, we kindly request that all visitors be registered at the reception upon arrival. Visitors must comply with hotel rules and regulations, including respecting quiet hours and not disturbing other guests.

Visitors are not permitted to stay overnight in the guest rooms unless they are properly registered as additional guests at the time of booking or during check-in. For security reasons, visitors will not be allowed access to guest rooms without the guest present.

The Norton Hotel reserves the right to refuse entry to any visitors who do not comply with our policies.

If you have any questions or need assistance regarding visitors, please contact the reception desk at 7486 393184

Lost and Found Items

The Norton Hotel is not responsible for any personal belongings lost or left behind during your stay.

• Any items found on the premises will be kept for a maximum of 30 days. After this period, unclaimed items will be disposed of or donated.

• If you believe you have left something behind, please contact us at 07486 393184 with a detailed description of the item. If the item is found, you may arrange for collection or request shipping at your expense.

Valuable and Personal Liability

Money, jewellery, and other valuables are brought to the hotel at the guest's sole risk. The hotel and its management accept no liability and shall not be responsible for any loss or damage to such items. Guests remain solely responsible for the safekeeping of any valuables.

Notwithstanding any method of payment, guests agree to accept personal liability for all costs and charges incurred during their stay. If any such costs or charges are not paid in full, the guest confirms their responsibility and liability for the outstanding amount.

Cleaning Services

The Norton Hotel is committed to maintaining a clean and comfortable environment for all guests. To ensure the highest standards of cleanliness, the following cleaning procedures are in place:

1. Guest Room Cleaning: We do not provide daily cleaning of guest rooms. However, housekeeping will access your room on your departure date to ensure it is cleaned.

2. Additional Cleaning Service: If you would like your room cleaned during your stay, an additional charge of £15 per day will apply. Please inform the reception at least one day before 11 am in advance to arrange for the cleaning service.

3. Towel and Linen Service: Fresh towels and linen will be provided every 7 days for stays longer than 7 days. If you require additional towels or linen during your stay, please contact the reception.

4. Deep Cleaning: In addition to regular cleaning, deep cleaning of guest rooms will be performed periodically to maintain a high level of hygiene.

Please note that any damage to the room or furniture that requires additional cleaning, or repair will result in extra charges, as outlined in our Maintenance and Damages Policy.

Respect to all Staff

The Norton Hotel is committed to fostering a professional, respectful, and supportive environment for both our guests and staff members. We believe in treating everyone—guests, employees, and visitors—with dignity and respect. Our success depends on the positive interactions we maintain, and we expect all guests and staff to uphold these values.

Our principles:

1. Mutual Respect: We expect all guests and staff to interact with each other in a polite, courteous, and respectful manner. Any verbal or physical abuse, harassment, or discriminatory behaviour towards our staff will not be tolerated.

2. Zero Tolerance for Abuse: Any form of inappropriate behaviour, including but not limited to offensive language, threats, intimidation, or physical violence towards staff members, will result in immediate action. This may include asking the guest to leave the premises, without a refund, or reporting the incident to the relevant authorities.

3. Communication: We encourage open and constructive communication. If a guest has any concerns, questions, or requests, we ask that they respectfully address these with the appropriate staff member. We are always happy to assist but expect conversations to remain courteous.

Consequences for Policy Violations:

• Guests who violate this policy may be asked to leave the hotel, and future bookings may be refused.

• The Norton Hotel reserves the right to refuse service to any guest who does not respect this policy.

We believe in a respectful and welcoming environment for all. Thank you for helping us maintain a positive atmosphere at The Norton Hotel.

General Information

Our policies are in place to ensure that we can provide all guests with a comfortable and enjoyable experience. If you have any questions or require clarification, please do not hesitate to contact us at 07486 393184.

Thank you for booking with The Norton Hotel. We hope you enjoy your stay.

General Safty Principles

1 Emergency Procedures: In the event of an emergency, all guests should familiarize themselves with the nearest exits, fire extinguishers, and emergency procedures, which are displayed in each room and public areas. Please report any emergency or safety concern to the reception immediately.

2. First Aid: A first aid kit is available on the premises. In case of injury or medical emergencies, please contact NHS Emergency Services 111 using your mobile phone.

3. Fire Safety: All rooms are equipped with smoke detectors, and fire exits are marked. For your safety, please do not block any fire exits or remove fire safety equipment. Fire drills are conducted regularly to ensure all staff are prepared in case of an emergency.

4. Security: The hotel is equipped with security systems, including CCTV in public areas. We encourage guests to lock their doors when leaving their rooms and to ensure their personal belongings are securely stored. The hotel is not responsible for lost or stolen personal property.

Accommodation Restriction

While The Norton Hotel strives to offer a welcoming and comfortable environment for all guests, we regret that we are unable to accommodate certain individuals due to the nature of our services. As our hotel does not operate a 24-hour reception and we do not have the facilities to provide the level of support some guests may require, we are unable to accommodate:

• Homeless individuals who may need additional support.

• Guests with severe mobility challenges, or those who may require constant assistance during their stay.

• Non-vulnerable elderly guests who may require supervision or specific care services.

• Asylum Seekers: Due to the nature of our services and the lack of 24-hour reception, we are unable to provide the necessary support and care required for asylum seekers during their stay.

• Individuals from Conflict Zones: We are also unable to accommodate guests who have recently arrived from areas of war or conflict. The lack of our 24-hour reception services and our inability to provide ongoing support and security makes it difficult to meet the specific needs of individuals in such situations.

We understand the importance of providing a safe and comfortable stay for all, but due to our limited operational hours and services, we are unable to provide the necessary care and assistance that these individuals may require. We recommend that individuals who need continuous support or specialized care seek accommodation with facilities that can meet their specific needs. We appreciate your understanding.