Terms & Conditions

Infinity Icon

Booking Terms and Conditions

Boundless by CSMA is a trading name of Motoring & Leisure Services Limited which has its registered office at Britannia House, 21 Station Street, Brighton, East Sussex, BN1 4DE (Company No: 02813598), VAT No: 620 9666 33.

Boundless by CSMA own a number of UK holiday destinations which form part of Boundless Breaks. The Bounemouth West Cliff Hotel is a boundless break.

For the purposes of these Terms and Conditions, “Boundless”,”our”, “us” and “we” means the Motoring & Leisure Services Limited trading as Boundless by CSMA “You”, “Your” means all persons named on the booking (including anyone who is added or substituted at a later date).

The following Terms and Conditions together with our code of conduct form the basis of your contract with us when you book with us either online, by phone or email.

You will be asked to confirm your acceptance of these terms and conditions prior to completing your booking with us. For your own benefit and protection, you should read them carefully.

If you have questions in relation to your booking, these Terms and Conditions or our code of conduct, please visit our website for our contact details.

If you are entering into a contract with us for your booking as a consumer (which means that if you are an individual acting for purposes outside your trade, business or profession) you have additional protections. We have set these out in Clause 12.

  1. Bookings

1.1 Bookings can be made online by following the directions on our website or by telephone as advised by one of our staff.

1.2 All bookings require a valid credit or debit card at the time of booking to be able to confirm the booking. Where we take your booking over the phone, you will not receive an acknowledgement email and we will confirm your booking in accordance with clause 1.3 below.

1.3 We will then confirm our acceptance of your provisional booking by sending you a confirmation email. The contract between us for the provision of booking your room (and any additional services added to your booking) will be formed when you receive this confirmation email from us.

1.4 Our confirmation email will include the details of:

Your name, booking dates, check-in and check out times

Rate package booked along with any add ons

Cancellation policy for rate plan booked

1.5. It is your responsibility to check this information on receipt of the confirmation email and advise us immediately if anything is incorrect.

1.6. A copy of our code of conduct can be found on our website or on site. This code of conduct forms the rules of the hotel and its facilities. Failure to comply with our code of conduct by any member of your party will result in breach of our contract with you. Any person in breach of our code of conduct and these terms and conditions will be asked to leave. In such circumstances no refunds or compensation relating to unused accommodation will be given. The code of conduct has been established in order that all our visitors get maximum enjoyment from their stay. Failure to comply may result in financial penalties, refusal of further bookings, expulsion from Boundless by CSMA or criminal proceedings.

1.7 No accommodation may be occupied by more persons than stated total occupancy levels.

1.9. You may check in anytime from 3pm on the start date of your booking although this time is not guaranteed. Please inform us in advance if your arrival time is expected to be after 11pm on your arrival date. Check out time is by 11 am on the day of your departure. Accommodation not vacated by the advised time will incur a further charge of £10 per hour up to 1pm after which time if the accommodation is still not vacated a further night’s accommodation will be charged at the best available rate.

  1. Payment

2.1. The rate for each room is as published on our website at the time of your booking, or in the case of a phone booking, as advised to you at the time of booking.

2.2 Room rates are per room per night and are exclusive of meals and other extras unless otherwise stated at the time of booking, which will be in your confirmation of booking.

2.3 Tax and all applicable service charges are included in all prices (unless stated otherwise) and we are bound by local laws on this subject. Prices quoted include VAT at the current rate. We reserve the right to amend our VAT rate should the VAT rate change.

2.4 Prices are based on Best Available Rate at time of booking and prices are flexed on daily basis. Prices confirmed at time of booking will not be affected by changes in Best Available Rate.

2.5. Applications for credit accounts must be received no later than 14 days prior to the date of arrival and must be made on the application form (available on request). This facility is available at our sole discretion and for UK based companies only.

2.6. The balance of all sums due from you to us (after taking into account any deposits or pre-payments) shall be paid by you on departure from the hotel unless your booking is for a special offer or pre-payable booking under clause 2.10. If you have a credit account, an invoice will be rendered immediately after hotel departure, which is payable within 14 days of the date of invoice.

2.7. All accounts are processed in Pounds Sterling. Payment may be made in cash, by credit cards accepted by us, which are Visa, MasterCard, American Express, Maestro, Switch and Delta cards. Cheque payments are only accepted for group or event bookings at least 7 days prior to arrival. Cheque payment is not accepted for individual guest bookings. Please note that we do not accept solo or JCB cards.

2.8. You will be responsible for all reasonable costs incurred in the recovery of any outstanding balance (including the employment of a debt collection agency and all potential legal costs). Debt collection charges will be levied against the value of the outstanding debt at the prevailing rates: between £100.00 and £2000.00 a charge will be levied of 18%, between £2001 & £5000.00 will be charged at 10%, between £5001.00 & £15000.00 will be charged at 8%, any balance above £15001 will be charged at 6%. Any debt for collection outside of the United Kingdom (England, Scotland, Wales, Northern Ireland) will be subject to a further additional charge imposed by the International agencies contracted to act on the behalf of the debt collection agency.

2.9. If you would like  to charge hotel services back to your room, you will be asked to provide a credit or debit card on arrival from which we will take an agreed pre-authorisation. Pre-authorisations taken on a debit card may result in the card ‘s issuing bank holding the funds on account and certain banks can take up to 5 days to release these funds. We are not responsible for any fees incurred as a result of this.

2.10. Pre-payable bookings and special offers will be charged at time of booking to the card that you provided (at the time of the booking). . The card used at time of booking will be required at check in. Pre-payable bookings and special offers are non-refundable in the event of cancellation and non-arrival.

2.11. Flexible rates are payable on departure from the hotel, however we may ask for a pre-authorisation within 48 hours prior to arrival to ensure card details are authorised.

2.12 You must raise any queries relating to an invoice within 14 (fourteen) days of receipt of the invoice and should not delay the payment of any other amounts due or payable.

  1. Changes

3.1 Changes by you

3.1.1 If you wish to make any changes to your booking, where your booking was made online you should make any changes online. Alternatively, for assistance of for voice reservations please contact the hotel either by email or by calling 01202 751000.

3.1.2 You will not be charged if you make changes  for prepayable and special offers within 24 hours of the booking  being made by you and our confirmation email being sent (Amendments).

Amendments requested to flexible rate bookings can be made at any time up to 48 hours prior to your arrival.

3.1.3 Change of dates for prepayable and special offers after 24 hours of the confirmation email will be viewed as a cancellation of your original booking and will not automatically be transferable. Cancellation charges will be payable by you, together with any costs of booking any new arrangements.

3.1.4 All amendments are subject to availability and prices are subject to change if dates are amended.

3.2 Changes by us

3.2.1. We reserve the right to make amendments to your booking, which may be necessary owing to circumstances beyond our control. We will endeavour to inform you as soon as possible and will act reasonably at all times before opting to cancel any bookings.

3.2.2 We endeavour to provide facilities as advertised in our brochure or online. We reserve the right to alter, delete or close certain amenities or facilities at any time,  We shall act reasonably in all circumstances, however on certain occasions cancellations may occur without prior notice, where circumstances beyond our reasonable control occur.

3.2.3. The operation of the premises is subject to guidelines as laid down by the Health and Safety Executive and Local Authorities and their codes of practice. We reserve the right to adjust our services to meet these standards at any time. Every effort will be made, where possible to inform you of this in advance.

      4. Cancellation

4.1 Cancellation by you

4.1.1 If you wish to cancel your reservation you should notify us by telephone on 01202 751000, or if you booked online, you may cancel your booking online.

4.1.2. Cancellation of bookings for flexible rates made up to 48 hours before arrival will be free of charge, Any pre-paid amount will be refunded in full. Cancellations after 48 hours of your arrival date will be chargeable at the rate of one full night’s accommodation together with any nights where you may stay with us prior to cancellation.

4.1.3 Pre-payable and special offers require full payment at the time of booking and are non refundable/transferrable in the event of cancellation any time after bookings or in the case of non arrival.

4.2 Cancellation by us

4.2.1 If you fail to pay us when you are required to do so or if you breach any of these terms and conditions or our code of conduct, we may cancel your booking with immediate effect on notice to you (including by email).

4.2.2 if you do not arrive at the hotel on the scheduled date of arrival, your booking will be deemed as late cancellation and you will be charged for the first night.

       5. Special Requests

5.1. To assist us, it would be helpful if you could advise us of any special requests or requirements at the time of making your booking, including allergies or any mobility difficulties. We cannot guarantee to fulfil these requests but will make every effort to assist.

5.2. We will note any requests for specific accommodation; however, we cannot guarantee exact locations, or adjacent rooms. We are happy to provide as much advice and information as possible to people with disabilities who wish to book with us. Please talk to us before making your booking as not all rooms are suitable for guests with disabilities and wheelchair access may be limited.

5.3 We will note specific room requests on your reservation and although we will endeavour to accommodate your request, this cannot be guaranteed.

  1. Licensing Laws

In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 years or over. We may require you to show proof of age using an approved form of identification and we reserve the right to refuse service without such evidence.

  1. The hotel environment

7.1. The hotel is situated in an urban location which at times maybe busy. When an event is being held in the town congestion and delays maybe experienced; we recommend you check before traveling to avoid delays where possible.

  1. Use of accommodation

8.1. You shall not use or allow the use of the premises for any unlawful purpose or in any unlawful way.

8.2. You agree not to do anything or bring onto the premises anything which may endanger the use of the property or render invalid any insurance policy.

8.3. You specifically agree not to use the premises for the provision of any of the following:

  1. a) Betting, gambling or lotteries including but not limited to sweepstake raffles or tombola’s;
  2. b) Adult entertainment;
  3. c) Hazardous and flammable substances as listed under the Dangerous Substances and Explosive Atmospheres Regulations 2002.

8.4. We reserve the right to gain access to all rooms at any reasonable time to carry out essential repairs or maintenance.

8.5. Any lost or missing items should be reported immediately to the duty manager.

  1. Smoking

Smoking is not permitted in the complex, which also includes vapes. There are designated smoking areas outside.

  1. Damage

10.1. Any damage should be reported immediately to the manager on duty.

10.2. In the event of damage to furnishings, contents of rooms or any other property belonging to us, you will be liable to pay the cost of repair of the damaged items, including but not limited to the cost of equipment, materials and labour.

10.3. Lost property will be kept for a maximum of 8 (eight) weeks after which time we may dispose of this as we see fit. You are responsible for any postage and expenses for returning such items.

10.4. Whilst every effort is made to safeguard guests’ property we cannot be held responsible or liable for any losses due to theft or damage caused to guests’ personal possessions or property brought on to the hotel or left in rooms after check out.

  1. Supervision

11.1. Children remain the responsibility of their parent or guardian at all times. We appreciate that there will be high spirits on holiday but offensive behaviour, wilful damage, unruliness and a lack of consideration for other guests is unacceptable. The staff and management should not be diverted from carrying out their day to day duties in order to deal with complaints from guests relating to unacceptable behaviour or breaches of the code of conduct. Furthermore, staff cannot assume parental responsibilities. Please refer to our Child Policy in section 19.

11.2. Boundless Members may book one additional rooms for occupancy by non-members (for occupancy during the same period of time) at member rates. Any other additional rooms will be charged at the public rate.

11.3. Boundless membership is not transferable to any third party and you may not permit anyone to use your membership number to book accommodation or obtain member rates.

11.4. You agree to report to us in writing of all accidents on the premises which involve injury to any individual within 5 (five) days of the accident occurring.

  1. Our liability to Consumers

12.1. If you are a Consumer this clause 12 shall apply. If you are a business this paragraph does not apply to you; please refer to Clause 13 below.

12.2. These Terms and Conditions shall not affect your statutory rights. As a consumer, you have certain statutory rights regarding the cancellation of contracts and claims in respect of losses caused by any negligence on our part or failure by us to carry out our obligations. For further information about your statutory rights you should contact your local authority Trading Standards office or Citizens Advice Bureau.

12.3. We will not be liable for any losses which were not foreseeable to both parties when the contract was formed. Loss is foreseeable if either it is obvious that it will happen or if at the time the contract was made, both you and we knew it might happen for example if you discussed it with us during the booking process

12.4. Our liability arising out of or in connection with this contract is strictly limited to twice the total daily rate we charged you.

12.5 Nothing in this contract limits or excludes our liability:

12.5.1 For death or personal injury caused by our negligence;

12.5.2 For any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us;

12.5.3 For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

12.6 Force Majeure - we regret we cannot accept any responsibility or pay any compensation for such circumstances beyond our control such as natural disasters, strikes, lockouts or other industrial dispute, fires, technical problems, act of governments, acts of terrorism or extreme/unusual weather conditions.

  1. Our Liability to Businesses

13.1. If you are a Business this clause 13 shall apply. If you are a Consumer, this clause does not apply to you; please refer to clause 12.

13.2. We are not liable for: loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, or waste of management or office time however arising and whether caused by tort (including negligence) breach of contract or otherwise, even if foreseeable.

13.3. Nothing in Clause 13. 2 shall prevent you from claims for loss or damage that falls within Clause 13.5 below, or any other claims for direct financial loss that are not excluded by any of the categories stated in Clause 13. 2.

13.4. Our entire liability under or in connection with the contract shall not exceed the amount of our charges for the provision of our services, except as expressly provided in this contract.

  1. 5. Nothing in this contract limits or excludes our liability:

13.5.1 For death or personal injury caused by our negligence;

13.5.2 For any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us;

13.5.3 For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

13.6 Force Majeure - we regret we cannot accept any responsibility or pay any compensation for such circumstances beyond our control such as natural disasters, strikes, lockouts or other industrial dispute, fires, technical problems, act of governments, acts of terrorism or extreme/unusual weather conditions.

  1. Car Parking

There is limited parking available at the hotel, which is monitored by CCTV and vehicle recognition cameras which are provided by a 3rd party. It is your  responsibility  to ensure registering your  vehicle with reception on arrival, which the purpose is for the  identity of guests. Tariffs for use of the car park (if applicable) can be paid either at reception or by phone. Separate terms and conditions apply which are displayed in the car park.

We are not liable to loss or damage to vehicles or contents of the same whilst parked in hotel car park, unless the loss or damage is caused by our staff or our approved subcontractors.

  1. CCTV

In some areas of the hotel, within the public areas of the buildings and grounds CCTV is in operation and video recordings may be made. This activity is carried out for security and management purposes only.

We also have CCTV in operation in the car parks along with vehicle recognition cameras – these are owned and operated by Parking Eye and their terms and conditions can be found displayed in the car parks.

Within our swimming areas – both in the spa and upstairs leisure area, we have invested in a camera and sensor drowning detection system. This is for the welfare of pool users and uses advanced technology to track pool users and sounds an alert when an emergency situation is detected. Further information is in section 21.6.

  1. Wifi

We do not charge for Wifi service. You will be asked to provide some details to use this service when you first register. If unfortunately, due to circumstances, this service is not available, we will not accept any liability.

  1. Data Protection

17.1. We acknowledge that for the purposes of the Data Protection Act 2018 and under GDPR, we are the data controllers in respect of any personal data.

17.2. We shall only handle your personal information in accordance with our Privacy Policy, which can be found on our website.

  1. Feedback

18.1. The enjoyment of your holiday is important to us and as such we provide the ‘Promise of Fair Play’, maintenance cards and comment cards. Your valuable comments are used to monitor and improve our service to meet the needs of all our guests.

18.2. We ask you to notify a member of staff immediately in the unlikely event that our standards do not meet with your expectations. This will give us an opportunity to resolve any issues at the time. Please note there will be a duty manager available to answer any questions you may have during your stay.

18.3. We reserve the right under these Terms and Conditions to contact you to invite you to provide a review or feedback following your stay with us.

  1. Child Policy

19.1. You must be aged 18 or over to make a booking with us and to stay alone at the hotel.  If a guest under 18 years of age arrives to the hotel, the guest will not be permitted to stay alone. We may require photo identification (a driver’s licence or passport) as proof of age and if the guest is unable to represent those to the satisfaction of the hotel, we may terminate your booking without refund.

19.2 A child in relation to this policy is 18 years of age or under.

19.3. Up to 2 children under 18 or under stay free when sharing a room with two adults – a single supplement may be charged where there is only one adult in the room.

19.4. Rooms of a sufficient size for up to 4 people are subject to availability.  Upgrade charges for larger rooms may apply. Upgrade prices start from £10.

19.5. Meals for children aged 5 and over are paid for as taken – Children can choose from the children’s menu or dine from the adult’s menu at the full price.  A children’s breakfast will be charged at £5.00 per child aged 5 – 12 and £10 per child aged 13 - 18.  Children aged 4 and under eat free of charge.

  1. Pet Policy

Dogs are welcome with their owners, family and friends, however, we do have a few terms and conditions:

20.1. There is a maximum of 2 (two) dogs per room.

20.2. There is a dog supplement of £15.00 per dog, per night which will be added to your room.

20.3. Pets are not permitted on the furniture and should not be left unattended in your room at any time.

20.4. Dogs are not permitted at any time in our Brasserie/Restaurant area OR in our leisure club area.

  1. Leisure Facilities

21.1. Our hotel has a leisure club and spa which is open to both guests and non residents. Whilst we endeavour to ensure our facilities are available to guests there maybe circumstances where unfortunately we need to close these facilities. In these circumstances we are unable to offer a refund or discount on a booking.

21.2. Guests may use the upstairs facilities for free during their stay.

12.3 We reserve to make a charge for use of the spa facilities or alter the price at short notice.

21.4. Anyone aged under 16 must be accompanied by an adult in the swimming pool, with a maximum of two children per adult/

21.5. Those aged under 16 are not allowed to use the fitness or spa facilities.

21.6. Our swimming facilities use AngelEye drowning detection system, which monitor activity both above and below water through the use of sensors and cameras. This is to ensure the safety of our guests and leisure users. Further details can be found on our website.

21.7. We have a treatment room that is accessible by wheelchair and our swimming pool has changing facilities which are also accessible by wheelchair. Please note the spa is located down a steep flight of stairs.

  1. Complaints

In the event that you have any reason to complain or experience any problems during your stay at our hotel, you must immediately inform us. Any verbal notification must be put in writing. If you remain dissatisfied, however, you must write to the General Manager at customerservices@bounremouthwestcliffhotel.co.uk within 28 days of the end of your stay giving your booking reference and full details of your complaint. If you have any complaints concerning any services we provide, you must inform us straight away in writing and in any event within 28 days of the end of your stay.

  1. Local Attractions

The information contained at our Site may refer to  activities which are available in the area . We have no involvement in any such activities, which are neither run, supervised nor controlled in any way by us. They are provided by local operators who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/centres and/or assist you in booking such activities in any way. Accordingly, we cannot accept any liability in relation to such activities. We cannot guarantee accuracy at all times of information given in relation to such activities or about the local area generally (except where this concerns the services which will form part of your contract with the hotel) or that any particular excursion or activity which does not form part of your contract with the hotel will take place, as these services are not under ours or the hotel’s control.

  1. General

24.1 Third Party Rights: This contract is between you and us. No other person will have any rights to enforce any of its terms.

24.2 Severability: If any provision in these Terms and Conditions is found to be illegal, invalid or unenforceable in whole or in part then the provision will apply with whatever deletion or modification is necessary so that the provision is legal, valid and enforceable.  You and we intend that the legality, validity and enforceability of the remainder of these Terms and Conditions shall not be affected.

24.3 Waiver: Any failure by us to enforce our rights or remedies under these terms or otherwise or any delay in enforcing such rights or remedies shall not be construed as a waiver by us of those or any other rights or remedies.

24.4 Entire agreement: This contract constitutes the entire agreement between us, and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.  We acknowledge that in entering into this contract, neither of us rely on, and shall have no remedies relating to, any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this contract. Nothing in this clause shall limit or exclude any liability for fraud.

24.5 Governing Law: These Terms and Conditions are governed and construed by English law.

If you are a consumer, you and we both agree that courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your booking at our hotel. We retain the right to bring proceedings against you for breach of these Terms and Conditions and against our code of conduct in your country of residence or any other relevant country. If you are resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to your booking at the Bournemouth West Cliff Hotel.