The Open Arms Hotel | Hotel Policies

Our Hotel Policies

Direct Room Bookings

Full payment is required at the time of booking for all room reservations.

Dinner, Bed & Breakfast Packages

Dinner, Bed & Breakfast (DBB) packages booked directly with the hotel may be arranged over the phone and are priced according to the current 3-course menu pricing at the time the reservation is made. All DBB reservations include breakfast.

Please note our website currently offers Bed & Breakfast reservations only and does not facilitate Dinner, Bed & Breakfast package bookings online.

Set 3-course dinner packages are only available when pre-booked in advance alongside a room reservation.

All rooms are sold on a Bed & Breakfast basis as standard.

Single occupancy rooms are available, subject to availability.

Cancellation Policy

More than 28 days before check-in (by 4:00 PM GMT): Full refund
Between 28 days and 14 days before check-in (by 4:00 PM GMT): 50% of the room reservation cost will be refunded. Full payment is taken at the time of booking
Within 14 days of check-in (by 4:00 PM GMT): The reservation is 100% non-refundable

Events & Private Room Hire

Payment Terms

To secure your booking, a non-refundable room hire deposit is required
Four (4) weeks prior to the event, 50% of the total event cost is due. This payment is non-refundable
Two (2) weeks prior to the event, final guest numbers, menu selections, and event timings must be confirmed. These confirmed numbers will be treated as the guaranteed minimum attendance
Any reductions in guest numbers after this point will not reduce the final balance, and the full amount for the confirmed number will be charged
Any increases in guest numbers after this point will be subject to availability and charged accordingly
Any guests who do not attend on the day of the event (no-shows) will be charged in full

Room Hire Charges

Garden Room – £100 (15–50 people seated | Up to 70 standing)
Library – £50 (10–16 people)
Lilac Room – £25 (2–10 people)
Fireside Room – £25 (2–12 people)
No booking is confirmed until the deposit has been received.

Pre-Orders & Table Plans

Final guest numbers, meal selections, and event timings must be confirmed four (4) weeks prior to the event
A table plan must also be provided in advance
Names of all guests must be supplied

Cancellation Policy

Non-refundable deposit (equal to the room charge) required to confirm booking
The event date is secured only after the deposit is received
Unpaid deposits after 72 hours may result in the booking being released
50% of the total food cost is due 14 days before the event and is based on the confirmed guest numbers at that time
Any reduction in guest numbers after the 14-day deadline will not result in a refund of the 50% payment already made
Remaining balance for any additional charges is due on the event day
All cancellations must be made in writing
Cancellation deadlines use a 4:00 PM GMT cut-off
The deposit is non-refundable
Cancellations within 14 days: any 50% payment made will be retained
Prices include VAT and are subject to a 10% service charge

Amendments

Any changes to guest numbers, timings, or event details must be confirmed in writing in advance and may affect the final balance.

Postponements

Postponements are subject to availability and at the hotel's discretion.

Third-Party Costs

All third-party supplier costs, including entertainment, equipment hire and externally provided services, are nonrefundable once booked or confirmed.

Golf Tee Time Policy

Full payment is required at the time of booking to secure your reservation. All bookings are strictly non-refundable and non-transferable and subject to 10% administrative charge.

Check-In & Check-Out

Rooms are guaranteed to be available from 4:00pm on the day of arrival. Guests are welcome to arrive earlier, and luggage can be stored free of charge. We will always endeavour to provide access to rooms earlier where possible.

Check-out is by 10:00am on the day of departure.

Late check-out may be available upon request, subject to availability, and is charged at £30 per room. Lost room card charge £20

Dog Policy

Dog-friendly rooms are available at an additional cost of £20 per night
One dog permitted per room
Dogs are only allowed in the Lounge and the glass restaurant
Please contact our Reservations Team for further information: info@openarmshotel.com

Smoking & Vaping

There is a No Smoking / No Vaping policy throughout the Hotel including gardens by garden rooms + internal courtyard by the function room.

Should guests smoke in a bedroom, the Hotel will charge £250 as a fine.

Children

Children are welcome in our Restaurant/Bar and Lounge until 9:00pm each evening. For the comfort and safety of all guests, children must remain supervised by an adult at all times.

Cots are available free of charge
Additional beds for children are available in certain rooms, depending on the size of the room
Cots / Z beds are subject to availability & must be requested in advance by email info@openarmshotel.com Please contact our Reception Team for further details.

Dining

Dining and drinking options are available in our Restaurant/Bar & Lounge for breakfast, lunch and dinner. All-day dining is available. All prices include VAT.

For tables of eight guests or more, a non-refundable deposit of £10 per person is required to secure your reservation. This deposit will be credited towards your final bill on the evening of your dining experience.

A discretionary 10% service charge is added to your bill, with 100% of this charge distributed directly amongst our team in recognition of their service.

Online menus may vary to hotel menus.

Parking

The car park is available for residents and visitors on a first-come, first-served basis.

Guests are kindly asked to observe speed limits when driving on the premises.

Vehicles must be registered at the front desk upon check-in by providing the license plate number.

The Open Arms accepts no liability for loss, theft or damage to vehicles or their contents while parked on the premises. Vehicles and contents are left at the owner's risk.

CCTV

CCTV operates around the premises for guest and vehicle security. This does not constitute acceptance of liability for loss or damage.

Damage & Hotel Property

You will be asked to cover damages made and please note that a pre-authorisation will be taken on your card at checkin to cover incidentals during your stay. This amount will be released following check-out, subject to any applicable charges.

Lost Property

Guests are responsible for safeguarding their belongings. The Open Arms is not responsible for lost or stolen items. Found items will be kept for 3 months and may be:

Collected in person, or
Returned by post at the guest's expense

Weather & Force Majeure

May be postponed depending on circumstances.

Events cancelled due to severe weather, government restrictions, or circumstances beyond either party's control will be reviewed on a case-by-case basis
Where possible, bookings will be postponed rather than refunded

Payment

We are a cashless hotel.
The hotel does not accept cash, unless you are giving staff tips.
We accept: Visa, Mastercard, American Express, Maestro.
All prices include VAT when applicable.

Bar & Drinks Hours

DAY	Service Hours
	Opening Time	Bar Closes
Monday	11:00	23:00
Tuesday	11:00	23:00
Wednesday	11:00	23:00
Thursday	11:00	23:00
Friday	11:00	12 Midnight
Saturday	11:00	12 Midnight
Sunday	11:00	23:00

Modern Slavery Statement

This statement is made pursuant to Section 54(1) of the Modern Slavery Act 2015 and constitutes The Open Arms’ modern slavery and human trafficking statement for the financial year ending 31st March 2026.

We are committed to monitoring our practices to ensure that slavery and human trafficking do not take place in any part of our business or supply chains. We act ethically and with integrity in all business relationships and enforce effective systems and controls throughout our operation.

Fig & Bell Ltd
SC849376
The Open Arms Hotel
01620 850 241 │ info@openarmshotel.com