TERMS & CONDITIONS

The following Terms and Conditions apply to all bookings made at The Harper whether online via our website (www.theharper.co.uk) or by telephone or otherwise.

 

Check in and check out times

The Harper operates a 4pm check in time and an 11am check out time. If you think you may arrive after 10pm on your arrival day, we ask that you kindly let us know in advance. 

Children

Children are welcome at The Harper but must not disturb other guests. To facilitate this, children under 12 must be in the company of a parent or guardian at all times and under 16s are not permitted access to the spa and pool except in the company of a parent or guardian. Please make sure you always know where your children are.

Guests with impaired mobility

The Harper has a number of accessible rooms available for guests with impaired mobility. If your party includes someone with any specific needs, please check with us at the time of booking that specific needs can be met. If we are not informed of specific needs at the time of booking, we cannot be held responsible if the accommodation is not suitable.

Pets

The Harper welcomes well-behaved dogs (only). If you have a pet allergy, please be aware when making your booking that this could trigger symptoms during your stay. Dogs are permitted in certain common areas of The Harper but must always be on a leash and with and under the control of their owner. Dogs must be pre-booked and a cleaning charge of £25.00 per room, per night is payable. Dogs should not be left unattended in any public area.

Smoking

No smoking or vaping is permitted inside The Harper. We ask that you refrain from smoking in the car park outside the hotel, though smoking is permitted in a designated area of The Yard. We reserve the right to charge to your booking card a reasonable fee in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay.

The Spa

All spa treatments are bookable in advance of your stay by emailing spa@theharper.co.uk with your preferred date and time. You will receive a confirmation email with the details of your booking, followed by a digital consultation form which we ask you to return at least seven days prior to your stay. This allows us to ensure your treatment is tailored to your specific needs, and takes into account any previous and/or existing medical conditions. Should you need to or wish to cancel your treatment, you may do so without charge any time before 48 hours prior to your booking. Cancellations made less than 48 but more than 24 hours prior will incur a charge of 50% of the treatment price. You will be charged in full in the case of a no-show or a cancellation with less than 24 hours’ notice. If you arrive after your stated treatment time, please be aware that we may need to reduce the duration of your treatment.

There is a minimum age of 16 for all spa treatments, and for guests aged 16 or 17 we require either a parent or guardian to be present, or a signed consent form. Children under the age of 16 must be accompanied by a responsible adult when using the pool, and are not permitted to use the hot tub, steam room or sauna. If you are pregnant, please note that we are able to offer facials, manicures and pedicures only, provided you are at least 12 weeks into your pregnancy.

For hygiene reasons, we ask that you shower in your room before entering The Spa. While using the spa facilities, we ask that you dress appropriately at all times. In the unlikely event that you suffer an accident or injury while using the spa facilities, you must report it, and how it happened, without delay to a member of the spa team or the house manager.

Payment by credit or debit card

The Harper makes no additional charge for payment by credit or debit cards.

Cash

The Harper is a cash-free environment. All charges incurred during your stay will be automatically charged to your room and a final invoice will be emailed to you at check out.  

Additional charges

We will charge any extras to the card that we have on file - usually, the card that you made to make the booking - unless you specify otherwise.

Bookings, payment, and cancellations policy

All rates advertised on the website or quoted by telephone or otherwise are offered subject to availability. All prices published on the website include VAT at the current rate.

Please note that we are unable to accept bookings from anyone under the age of 18 years.

Full payment is required upon making a booking. Your booking is confirmed only when you have received a reservation confirmation by email or otherwise. If no such confirmation is received, we ask that you inform us as soon as possible.

Please ensure that you mention any special offers when you make your booking. We cannot apply special offers to a booking once payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.

All pre-paid promotional rates are non-amendable, non-cancellable, and non-refundable.

Bookings made on our flexible public rates may be cancelled without charge up to 7 (seven) days prior to arrival. We regret that bookings cancelled within 7 days of the planned arrival date will be charged for the entire stay. If you need to cut your stay short after it has commenced, we regret that we are unable to refund any monies paid.

Changes to your booking

If you wish us to make an alteration to your booking in any way, we will use every reasonable endeavor to accommodate your request, although we cannot guarantee this. Increased rates may apply for altered accommodation and/or datesOnce the booking is made it cannot be transferred to another person or changed without our prior agreement.

Cancellations and changes by us

Very occasionally, in exceptional circumstances, we may have to cancel your booking. In these circumstances, we will inform you as soon as possible. If we need to cancel your stay due to circumstances beyond our control, where the performance of our obligations are affected directly or indirectly by or as a result of force majeure (including, but not limited to, flooding or extreme weather conditions, natural disasters, acts or terrorism, fire, failure of electrical power, gas, water or other public utility,  or collapse of building structures), we regret that we are unable to refund any monies paid and will not be liable to pay any compensation. We recommend you take out travel insurance to protect you against such eventualities. If we cancel and refund your holiday, we will have no further liability to you.

Very occasionally it may be necessary to change or withdraw certain accommodation, services, or facilities due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors beyond our control. We reserve the right to make such alterations in such circumstances without prior notice and we are unable to accept liability for the loss of an advertised facility or to pay compensation for any inconvenience caused. We will use reasonable endeavors to advise guests already booked of any alterations made after their booking and before their stay commences.

Flexi-Stay

Restaurant and bar credit is 30% of the value of the full payment made at the time of booking, to be spent during the rescheduled stay only. Unused credit cannot be carried over to a subsequent stay. The Flexi-stay offer applies to any existing booking affected by the hotel's delayed opening, and postponed at the request of the guest, until 19th December 2021, subject to availability. The same tariff as the original reservation applies to the rescheduled stay. If the same room category is not available for the rescheduled stay, or is available at a different rate, any difference will be payable by the guest at checkout or refunded to the same card, as applicable. The Flexi-stay offer is not applicable to cancelled stays rebooked at a later date. Information is subject to change but correct as of 8th February 2021.

NHS 4 NHS

This offer has been as popular as we hoped, meaning many NHS staff will now be looking forward to a complimentary stay with us. As we no longer have availability for the offer period, we’re sorry that the offer is now closed.

Norwich City FC Yellow Rewards

The Harper has partnered with Norwich City FC Yellow Rewards to offer season ticket holders and members a 20% saving on their food, drink, and spa bill at check out. This offer is valid from 1st July 2021 – 30th June 2022. The guest must present their NCFC season ticket or membership card at checkout to receive the saving, with the name on the booking corresponding with the name on the card.

This offer does not apply during Christmas 23rd – 28th December 2021 and New Year’s Eve 31st December – 3rd January 2022.

Availability

At certain times during the year, for example during bank holidays or coinciding with social events, certain rates may not be available. Certain dates may be subject to a minimum length of stay. All rates are subject to availability.

Guest behaviour

Guests at The Harper are expected to conduct themselves in an orderly manner and not to indulge in any form of behaviour which is deemed anti-social by other guests or our staff. If, in the opinion of other guests or our staff, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests, we reserve the right to terminate your stay with immediate effect. In such cases we will have no further obligations to you and/or your party and no refunds will be issued.

Groups policy

Separate terms and conditions apply to group bookings of five rooms and above, private events and weddings. Please contact The Harper directly for information on terms and conditions for such bookings. The person making the booking accepts the contract on behalf of all members of the party and is responsible for making sure they adhere to our booking terms and conditions. Large group bookings must be made by telephone at the management’s discretion. 

Alcohol

In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification such as a full passport, a new style driving licence incorporating a photograph or a valid proof of age card.

Allergies and significant dietary constraints

If any member of your party suffers from an allergy or has a significant dietary constraint, we ask that you make us aware at the time of booking. During your stay, please speak with our bar and restaurant team prior to placing your orders if you have any specific dietary requirements or food allergies.

Purchasing a voucher via our Smart Gift website

Below are some FAQs that you may find useful when purchasing a gift voucher from us.

What if the hotel closes due to the COVID pandemic?

We hope it won’t come to this, but in the event the hotel has no option but to close temporarily, the validity of the voucher will be extended for the period of time that the hotel was closed.

How will the voucher be received?

Currently, all vouchers are sent to you or the recipient electronically, by email.

How can I use my gift voucher?

Please go ahead and make your booking as normal. When it’s time to check out, simply show your voucher and the value will be deducted from your bill.  You can also email stay@theharper.co.uk with your voucher details, and we’ll be sure to make a note of it on your booking.

What can I use my voucher for?

There are two types of vouchers: hotel credit, and experience vouchers. If the recipient intends to redeem a voucher for a weekend stay, it’s worth noting that we have separate vouchers with a two-night minimum stay for Friday and Saturday nights. All room rates include a generous continental breakfast. If you would like to purchase a voucher for dinner, bed and breakfast, you may like to consider adding a hotel credit for around £80 to your experience voucher – roughly the cost of a three-course meal for two people (excluding drinks).

Using a gift voucher?

Please go ahead and make your booking as normal. When it’s time to check out, simply show your voucher number and the value will be deducted from your bill, or refunded to your payment card (minus your extras bill) depending on the voucher type and value. You can also email stay@theharper.co.uk with your voucher details, and we’ll be sure to make a note of it on your booking.

Vouchers may only be redeemed once, cannot be exchanged for cash or replaced if lost, and are non-transferable.

Personal possessions

Please note that you are responsible for your personal possessions at all times during your stay and we are unable to accept any liability for any loss of or damage to your belongings during your stay.

Privacy policy

Please view our data protection and privacy policy here for information regarding the way in which we use and store your personal data.

Disclaimer

The content on our website is provided for general information only, and is not intended as advice on which you should rely.

Although we make every effort to ensure that the information on our website is correct when published, we make no representations, warranties or guarantees, whether express or implied, that this information is accurate, complete or up-to-date, and we cannot accept responsibility for errors or omissions. All images used on our website or within email communication from The Harper are purely representative and are used for illustrative purposes only.

We are not responsible for unforeseen events or matters over which we have no control.

We assume no responsibility for the content of websites linked on our website or within email communication from The Harper. Such links should not be interpreted as our endorsement of such websites. We will not be liable for any loss or damage that may arise from your use of them.

The content on our website is the copyright of The Harper, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.

These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website.

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