Privacy Policy
Terms and Conditions/Policy and Procedure
Welcome to The Norton Hotel Seaton Carew. We value your privacy and are committed to providing you with the best possible experience during your stay. By booking with us, you agree to the following terms and conditions:
1 Booking and Reservation Policy
• All reservations must be guaranteed with valid contact details and payment information at the time of booking.
• Bookings are subject to availability, and the hotel reserves the right to decline any reservation at its discretion.
• Group bookings of more than three rooms may have additional terms and conditions applied, which will be communicated during the booking process.
• Modifications to bookings, such as changes to dates or guest details, must be requested at least 2 days prior to the check-in date and are subject to availability this applies for booking in advance.
2 Cancellation Policy
We kindly request that any cancellations or rescheduling of your booking be made at least 3 days in advance. This allows us to offer the availability to other guests.
• Cancellations made with less than 3 day’s notice will incur a charge equivalent to the full cost of your booking. Any unpaid balance will be added to your next booking.
• No-shows will also be charged the full booking amount, which will be required to settle prior to any future stays.
3 Check-In and Check-Out Times
• 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.
4 Smoking Policy
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.
We appreciate your cooperation in maintaining a smoke-free environment for the comfort and safety of all guests.
5 Maintenance Policy
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.
6 Lost and Found Policy
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.
7 Valuables 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.
8 Parking Policy
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.
9 Visitor Policy
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
10 Cleaning Policy
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.
11 Our principles:
1. Equality and Respect: We embrace equality and strive to ensure that every guest and staff member is treated with dignity, respect, and fairness, regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, or any other characteristic.
2. Inclusivity: We are dedicated to creating an environment that celebrates diversity, where everyone, regardless of their background, feels welcomed and supported.
3. Non-Discrimination: Discrimination, harassment, or any form of harmful behaviour towards guests or staff will not be tolerated. We believe in treating all individuals with fairness, respect, and empathy.
12 Procedures:
1. Respectful Conduct: We ask all guests to interact with one another in a polite, respectful, and considerate manner. Any behaviour that violates our commitment to equality or creates an unsafe environment will be addressed immediately.
2. Complaint Resolution: If you feel that you have been treated unfairly or have experienced discrimination or harassment during your stay, we encourage you to report it immediately to a member of our management team. We take all complaints seriously and will investigate them thoroughly. Any incidents of inappropriate behaviour will result in corrective action, which may include disciplinary measures.
13 General Safety 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.
14 Health and Safety Procedures:
1. Reporting Hazards: Guests and staff should immediately report any hazards or potential safety risks to the reception. This includes issues such as wet floors, broken fixtures, or anything that could cause harm.
2. Housekeeping and Maintenance: All maintenance and housekeeping activities are conducted with safety in mind. If you notice any issues with room fixtures or equipment, please notify the reception immediately so they can be addressed promptly.
15 Accommodation Restrictions
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.
16 Respect to All Staff Policy
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.
The Norton Hotel Management team