Minimum entry requirements (all grades):
There should be a simple and efficient booking service that includes the following:
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Prospective visitors told clearly what is included in the prices quoted for accommodation, meals and refreshments, including service charge, taxes and other surcharges
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Ability to make a prompt and effective reservation during the day and evening
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Other information which may impact on the guests' stay, e.g. smoking policy, refurbishment work in progress, planned functions/events, rooms in annexes, etc. Where house policy dictates that certain facilities need to be pre-booked - such as spa treatments, dinner etc - these should also be mentioned at the time of booking
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Where no or limited meal service is provided this should be made clear at the time of booking and on your website to avoid disappointment
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Where dinner is served in a restaurant situated outwith the hotel, guests must be informed at the time of booking
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Full details of the hotel's cancellation policy
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Information about deposits if required, including details of how the deposit is taken and whether or not it is refundable on cancellation
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Clear explanation of charges for additional services or available facilities including cancellation terms
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Information about any unacceptable types of payment, e.g. credit cards etc
Confirmation provided on request by hotel (not only from third party booking site) by e-mail, text or letter. Communication with prospective guests, whether verbal or written, should be prompt, efficient, professional and helpful. A good first impression is critical at all grades. Therefore:
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The price agreed at the time of booking must not be exceeded
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All agreed prices must include service charges, taxes and other surcharges where applicable
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Every endeavour should be made to advise guests in advance about the hotel location, any car parking restrictions and the location of their room if it is in an annexe
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Prospective guests left confident that their booking was recorded accurately
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As a minimum, name, address, and/or contact telephone number recorded at the time of booking
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All bookings handled in a friendly and courteous manner, even if there is no dedicated reservations department
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Provide each guest with printed or clearly written details of payment due and a receipt on request
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Presentation of accounts ensuring that purchases are clearly detailed
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The VAT element of the account (where applicable) should be clearly identified
