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Tue, 18th Jun 2019
 
12+ Years
Under 12

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-authorize 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 the full amount to cover the cost of your stay plus £25 per night for incidentals will be charged at the arrival stage. Any funds that are not used by the end of your stay will be refunded on departure.

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.

The charge will be £3.00 which is added at check out. No charges are applicable on cash or debit card payments.

Can I use debit card to make online reservation?
Yes.

Have you got car park facilities?
Unfortunately we do not have car parking facilities; however, we offer a discounted rate for our guests at the nearby NCP on Holyrood Road, where you can park for 24 hours for £13. (Please note that this price is correct as of February 2019 but is ultimately at the discretion of and subject to change or withdrawal by National Car Parks Limited.) 

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?
As we do not have a Leisure Centre or Spa on site we have set an arrangement with the Holyrood Hotel on Holyrood Road, just a short walk from the hotel. A pass for their health club will cost £5.00.

If you wish to use the club or spa then please contact reception who will assist with the booking or call ahead to announce your arrival.

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 luggage free of charge if you arrive before we can check you in, or after you check out.

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 12 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.