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FAQ

How many stars is the hotel?

3 stars

How do I directly contact the hotel?

You may email, call, or send a fax to the hotel.

Email: enquiry@citrushotelcheltenham.co.uk

Telephone: 01242 696 999

Facsimile: 01242 695 325

Do you have Superfast WIFI in the hotel and hotel rooms?

Yes, we do provide Free Superfast WIFI in all bedrooms and public areas.

If I make an online booking, will I be offered a “best rate”?

Online bookings generally offer the “best available rates” for that date and time.

Are your hotel rates per person or per room?

Hotel rates are per room, based on a maximum occupancy of 2.

Are my credit card details necessary when making a reservation?

Yes, your credit card details are essential to guarantee the reservation.

What are the type of credit cards accepted during the booking process?

We accept the following methods of payment; Visa Credit/ Debit, Visa Electron, Mastercard, Maestro, American Express (AMEX cards incur a 2.5 surcharge on all transactions).  If you wish to pay your Hotel Accommodation by cash, a £50.00 refundable Deposit will be required as well as the room rate.

Will my credit card be charged?

We may block an amount on the credit card, equivalent to a 1 night’s room charge to guarantee payment but this block will automatically be released within 1 month if it is not redeemed. Furthermore, we do not charge without proper authorization from the guest. However, select packages may require full pre-payment at the time of booking but this will be made known at the time of making the reservation. Guests can choose to settle the bill in cash or credit card at the time of check-in.

How safe are credit card details that are submitted online?

Our hotel uses a SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of our guests’ information is very important to us.

For added security, guests are requested to present the credit card used in the online booking/purchase process with personal identification (ID card or passport) upon check-in. Should you not wish to submit your credit card information online, we are pleased to accept reservations via fax or phone. However, credit card information will still be required to guarantee the reservation.

What is your cancellation policy?

Flexible Rate and as such, the cancellation policy for this booking is 12 noon on the day of arrival.  Should the room be cancelled after this time, or in the event of a ‘no-show’ of the guest, the full amount is chargeable to the card details provided at the time of making the booking.

Advanced Purchase Rate and as such, is non-refundable and non-transferable in the event of a cancelation or of a ‘no-show’ of the guest.  The card details that were provided at the time of making the booking have been charged and a receipt is available upon check-in, or can be sent via email should you require a copy before your arrival.

What are your conventional check-in and check-out times?

Check-in time from 3:00 pm

Check-out time by 10:30 am

Is it possible to check-in earlier?

Early check-ins are at 12pm and subject to room availability for an extra £10.

What is the charge for a late check-out?

Late check-outs are subject to room availability and latest checkout is at 12 pm for an extra £10.

 

Do you have non-smoking rooms? Should a guest smoke in their bedroom during their stay

Yes, all the rooms are non-smoking.

The hotel reserves the right to charge a £150 fee for having to deep clean the bedroom following their stay.

Do you have twin, triple and quadruple rooms?

Yes , we do have all of those room types

Do you have inter-connecting rooms?

No we unfortunately do not have any interconnecting rooms, but we would always try to get rooms as close as possible together if needed.

Is there an additional charge for visitors?

No, we do not charge for visitors. However, identification may be required for security purposes.

What is the hotel’s policy regarding pets?

Citrus Hotels UK is Pet-Friendly.

You can bring your pet to stay at any of our Citrus Hotels in the UK, for the small charge of £20.00.

For pets such as dogs and cats, we recommend that you bring suitable bedding and cages that your pet is familiar with.

 

We have at our hotels, pet goodie bags of treats and water bowls which are available at a cost of £5.00.

 

Other pets are permitted to stay at our hotels, with the permission of the Hotel Manager.
The general rule, it that as long as the animal is happy in its cage/hutch/aquarium, then we are more than happy to have them to stay with us.

 

We kindly ask that you notify us in advance of any pets staying with you, as you will be allocated more suitable accommodation.

What is the hotel’s policy regarding children?
  • There are no charges for children below the age of 2 years sharing a room with parent(s) on the existing bedding.
  • Children between 2 – 12 years are charged the full adult.
Do you have car parking?

Yes, we have 29 spaces with the charge at £8 per night.

*This is on a first come first serve basis, We do not reserve parking unless you are a blue badge holder, subject to availability (Badge will be received to be presented in vehicle at all time when parking)

Does the hotel provide any baby-sitting services?

No, sorry we do not provide a baby-sitting service.

Are baby cots available?

Yes, baby cots are available and subject to availability and there is no charge.

Where is the breakfast served and at what time?

The buffet breakfast is served at the breakfast room at first floor of the hotel.

7:00 a.m. till 9:30 a.m. weekdays and 8:00 a.m. till 10:30 a.m. weekends and bank holidays

Room service is also available from 11.00 am until 11.pm daily, an additional tray charge of £ 2.00 for every room delivery will be incurred.

How many restaurants do you have and what are they?

There is 1 breakfast room at the first floor.

 

Hotel Lounge and Bar:

Our 24hrs bar is located on 1st floor next to the reception.