Frequently Asked Questions

What is your booking cancellation policy?
You must cancel any bookings made online via the www.tenhillplace.com by logging back into availability and bookings. Terms, conditions and cancellation policies may vary depending on the room or rate type selected.  Please read carefully the room rate details that are provided before you make your online booking.  We recommend purchasing travel insurance from a third party to cover you in the event of cancellation.

When will my credit/debit card be charged?
Upon check in, our Reception Team will pre-authorise your credit card. Nothing will be charged until your departure. The amount sought for the guarantee will be to cover the cost for your stay, plus £25 per night for incidental charges.

Upon your departure your credit card will then be charged for the full amount of your stay. Please be advised, should you wish to settle your account by an alternative payment method, although we send instruction to cancel to your bank, the initial pre-authorisation funds will be held on your card by your bank for up to 7 days. This is outside of the hotel’s control, and is a process adhered to by the bank which issues your credit card.

If you do not wish to use a credit card, we also accept debit cards or cash however please note that full payment for your stay is taken on arrival.  You will not have the facility to charge incidentals, such as food & drinks, back to your room however the bar & restaurant do accept card/cash so you can pay for these items as you go.

Certain payment methods are more costly for us and as we are committed to providing a high standard of service at the best possible price we are including an additional surcharge to payments using credit cards.

Can I use a debit card to make an online reservation?

Yes.

Have you got car parking facilities?
Ten Hill Place Hotel has a very limited number of parking spaces available and these can be used by resident guests on a first come, first serve basis. Parking at the hotel is charged at £20.00 per night and should be paid at Reception on arrival. If the hotel car park facilities are not available there is an NCP Car Park in Holyrood Road which is approx 7-8 mins walk and this can be accessed 24hrs per day.

How do I get to the Hotel by public transport?
You will find more information on our Map and Directions page.

Is there a gym or spa facilities at the hotel?

We are delighted to confirm that our newly added gymnasium will opened in 2020.  

If you wish to use the gym then please advise Reception who can provide the information.

Can I check in early?
Your room will be ready from 15:00, the check-in time. If you need your room much earlier in the day, this can be arranged by booking your room from the night before. This secures your room for your early arrival. If you would like the hotel to arrange this for you, please do not hesitate to contact us.

Can you store my luggage?
Yes, we can store these a few hours prior to arrival and for a few hours after your departure.  Please speak directly to Reception.

What time is check out?

Please check out by 12pm. You can request to pay for a late check out when booking if you require more time. 

Is there a room service available?
Yes we offer 24 hour room service.  There is a Room Service Menu provided in your room.  Menus vary depending on the time of day.

What is your children's policy?

Children can be accommodated in our superior rooms (maximum of 1 child with 2 adults) at the advertised superior price. Children's beds are a rollaway bed or a cot. The age of child should be stated at the time of booking, along with a request for a bed/cot.

For families with more than 1 child, a second room is required, charged at the normal rate.

Breakfast is free for children aged 5 and under. This should be charged to the management account if taken.

Breakfast for children aged 6 to 11 is charged at £8.50 per child.

Children up to 12 years old may order lunch/dinner and benefit from a 50% discount off the menu price when dining with at least 1 full paying adult. This only applies to children staying in the hotel.

Children over 12 years old are classed as young adults and would pay the normal full price for meals as taken.