Frequently Asked Questions

Check-in at TW Hotels Group is from 3:00 PM, and check-out is until 10 PM. 

If you are arriving after 10pm please notify us in advance to arrange a later check in time, however early hours of the morning check ins are not possible. For late check outs please ask at reception if this is possible, unauthorized late check outs will be chargeable for a full days charge

Unfortunately where we are based in the heart of Ilfracombe harbour we do not have our own onsite car park, however there are multiple pay and display car parks available. We recommend Ropery road car park as it is the closest and least expensive. 

We allow pets at the Royal Britannia and Harbourlights but NOT The Grand harbour. We charge £15 per night per pet with a maximum of 2 pets per room.

We do but only at our Grand harbour hotel. 

Unfortunately, we do not have any ground floor accomodation. 

Wifi is available throughout all hotels.

Yes, from Barnstaple train station you catch the 21A bus to Ilfracombe harbour and get off at the Ropery road car park bust stop (1 minute walk from the hotel). The same bus stop also offers the exmoor coaster bus which can take you from Ilfracombe to Minehead,

We serve breakfast from 8am-10am.

We serve evening meals all year round times may vary depending on the time of year. 

Welcome to TW Groups Hotels. Please review and adhere to the following terms and conditions to ensure a comfortable and safe stay for all our guests. By making a reservation and staying at our hotel, you agree to comply with these terms and conditions.

Reservations and Cancellations:

1.1 Reservations: These can be made via our website, telephone, or authorized booking platforms. A valid credit card is required to secure your booking along with Photo identification on check-in.

1.2 Institutional bookings: Bookings made by any Company or Government department for its employees or anyone else are deemed to be the institution's responsibility until the booking is completed (including extensions made by any third party or the guest themselves) and any damages caused by the said guest or their actions will be the sole responsibility of the institute who instigated the original booking.

1.3 Group bookings: We accept group bookings however, we will need to pre-authorize the lead guest's card for up to £300 per room to cover any accidental damages or late call-out charges, Excessive noise and disruptive behavior may result in immediate eviction without a refund. Any amendments Cancellations made up to 7 days before the scheduled check-in time

1.4 Cancellation Policy: Cancellations made up to 7 days before the scheduled check-in time will not incur any charges. Cancellations made within 7 days of check-in will be charged full rates for the complete duration of the booking. We may be able to offer a change of date if requested at least 3 days before the scheduled check-in time (only allowed once per booking). Bookings taken by third-party agents will be governed by the agents terms and conditions. 

1.5 No-Show Policy: Guests not arriving on the scheduled check-in date and time will be charged the full amount of the stay.

Liability
1.6 Guests/Institutions liability for their account is not waived and guests/ Institutions agree to be held personally liable in the event that any indicated person, group, company or association fails to pay all or part of any charges incurred.
 

Damage to hotel property
1.7 We reserve the right to charge guests/ Institutions the cost of rectifying damage, caused by the deliberate, negligent or reckless act of the guest to the hotel’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s/Institution's credit/debit card or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum. In severe cases, the guest will be liable for any loss of revenue that the hotel suffers while the room is being repaired.
 

Removal of hotel property
1.8 We reserve the right to charge guests/ Institutions the cost of replacing any items that are removed from the premises by them without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guests credit / debit card, or send an invoice for the amount to the registered address.

Check-in out Times

2.1 Check-in Time is from 3:00 pm to 10.00 pm check-out time is up to 11.00 am, any unauthorized overstay will be charged at a full day rate. Early check-in or late check-out is subject to availability and may incur additional charges (we will endeavor to accommodate early or late check-ins/outs wherever possible).

2.2 Identification: valid credit card and photo identification must be presented at check-in unless the booking has been instigated by a recognized institution or company listed in the company's house in that instant the instigator fully accepts our terms and conditions and accepts any future arising liability against its organization by making such booking.

2.3 We will pre-authorize customers' cards for up to £300 on check-in and if the funds are not used, they are normally freed within 7 days.

2.4 Any belongings left on our premises can be claimed back within 7 days of vacating our premises however if no arrangement has been made with us regarding the leftover belongings they will be disposed of. 

Room Policies:

3.1 Occupancy: The maximum number of guests per room is determined by room type and is strictly enforced.  Extra guests will incur additional charges or a change of room.

3.2 Non-Smoking Policy: All rooms and public areas are non-smoking. A cleaning fee of up to £150.00 will be charged for smoking in the rooms.

3.3 Pets: are only allowed in certain pet-friendly rooms in the Royal Britannia Hotel, please make sure you book the correct room for your stay.

3.4 Noise and Conduct: Guests must conduct themselves in a manner that does not disturb other guests. Excessive noise and disruptive behavior may result in immediate eviction without a refund.

3.5 Late callout: mislaid or lost keys will be replaced free of charge from 8.00 am until 11.00 pm however there will be a £50.00 fee outside of these hours. 

3.6 Tampering with fire detection equipment will result in a £150.00 call-out charge or immediate removal of the guest from our Hotels without refunds.

3.7 We provide Gun safes FOC for our shooters however we will Pre-authorise the lead guest's card for £50.00 to cover lost keys we also provide locked parking for Bikes at £5 P.N. (CUSTOMER's OWN RISK).

4.1 Payment: Full payment for the stay is required at booking, (for advance bookings of over 8 weeks a minimum of 50% deposit is required) we accept cash, credit cards, debit cards, and pre-registered account customers.

4.2 Incidental Charges: A security deposit may be required at check-in to cover incidental charges. This deposit is refundable upon check-out, subject to room inspection.

4.3 Taxes: All rates quoted are inclusive of all applicable local taxes and fees.

Liability and Damages.

5.1 Guest Property: The hotel is not responsible for loss, theft, or damage to personal belongings. Please do not leave valuables unattended.

5.2 Damages: Guests or booking institutions are responsible for any damage to hotel property caused by themselves, their guests, or pets. Costs for repairs or replacements will be charged to the guest's account or the service-providing institution's account.

Privacy Policy and Data Protection

Description of how we collect and process personal data.

General Data Protection Regulation (GDPR) has been effective in Europe (including UK) since 25 May 2018. TW International Group has always wholeheartedly supported data protection and transparency. As a business, we have always known the value of trust, so you can be sure that we will only use your data as outlined in our Privacy Policies.

What personal data do TW International Group hold:

Retail and Wholesale Customers.

When accounts are opened for wholesale customers, we need all relevant Directors as well as financial information to provide a credit account, this information is solely for our use and we will NOT pass this information to any third parties.

Hospitality guests booking at our property using our website or a third-party website: 

a. The only personal data stored in the data files in any individual booking. Printing a booking or emailing a confirmation summary will contain ALL the data we hold on any customer. 

b. As a property we can add notes to your booking, this is additional information that we optionally add to the booking. 

c. During the booking process we use cookies that detect language settings on the browser used and dates searched. 

d. Email correspondence may be used with a CLEAR opt-out button and customers wishing to opt-out will be removed from our database immediately.

e. Customers wishing to receive our special offers can be assured that we DO NOT pass your data to any third party or oversend special offers and will delete your information from our database immediately if requested to do so.

f. Customers joining our privileged member's club complete our forms with name address and e-mail address which is used to send them our special offers any member wishing to terminate their membership can inform us and we will remove them from our database immediately.

Additional Services

7.1 Parking: We do not offer Parking however there are many paid car parks along with free parking available in the area. The nearest car park to our hotels is Ropery Road Car park which is under 1 minute's walk and is around £10 for 24-hour parking. For Ropery Road Car Park customers can use the Ringo app or pay at the meter.

7.2 Wi-Fi: Complimentary Wi-Fi is available in all guest rooms and public areas.

Force majeure 

8.1 The TW Group is not liable for failure to perform its obligations if such failure is due to causes beyond its reasonable control, including but not limited to natural disasters, war, or acts of God.

Governing Law

9.1 These terms and conditions are governed by UK laws any disputes arising from these terms shall be resolved in the courts of the United Kingdom.

Amendments

10.1 TW Group Hotels reserves the right to amend these terms and conditions at any time without prior notice. Guests are advised to review these terms regularly.

By booking at any of TW Group's hotels you acknowledge that you have read, understood, and agreed to these terms and conditions. 

We look forward to providing you with a pleasant and memorable stay.