Booking Terms and Conditions at Portland House

When you make this booking you are entering an agreement with us. Please read our terms and conditions of booking below. All guests, by making a booking, agree to these terms and conditions and agree to be personally liable for all amounts arising from their stay.

Deposit and payment: Our tariff includes accommodation and full breakfast. We will try to accommodate any special dietary needs with notice. A deposit equivalent to one night's stay per room reserved is required to secure a booking payable by Bank Transfer (please call or email for bank details) debit/credit card (we are unable to accept Diners Club).

We will send you an email or letter confirming the booking.

Children: We are sorry but we do not accept bookings for children under 12 years of age.

Group Bookings: We do not accept bookings for stag or hen parties. For other group bookings, please telephone us to discuss your requirements. We offer reduced rates for IAM motorbike clubs booking the whole house for a minimum of 2 nights. It is the responsibility of the person booking group accommodation to ensure that all group members are aware of our terms and conditions and that payment is made to the proprietors in the event of any cancellation or failure to arrive by any member of their group. Full payment for group bookings is required four weeks prior to arrival or on booking if the stay is within this time.

Pets: Due to increasing allergies, we are unable to accept pets.

Cancellation policy: Once you have booked your stay, our agreement is a legal contract and any deposit you may have paid is non-refundable. If you need to cancel please contact us immediately. For cancellations made up to 14 days before your booking you will not be liable for the total balance. Please note that for Easter and New Year the notice period is 28 days. For cancellations made after this time or by failing to take up the booking without cancelling you may be liable for the full cost of your pre-booked stay (less £7.50 per person per night). We work on a policy of actively trying to re-let accommodation which you may have to cancel but there may be times when we cannot manage to re-let rooms at short notice. The charge will be reduced for each day the room is re-let. For this reason you may wish to take out cancellation insurance, which is inexpensive and can be obtained from any good broker.

Non-availability: We would only cancel your booking if your accommodation was unavailable for reasons beyond our control. We would attempt to offer you alternative accommodation, however if this was not possible, or unacceptable to you, then we would refund all monies paid by you. Our liability would not extend beyond this refund.

Arrival: Your accommodation should be available to you from 1.00pm on the day of your arrival. Formal check-in is from 5.00 pm, if you plan to arrive earlier this is not a problem but we ask that you contact us in advance. We ask guests to provide an approximate time of arrival and keep us informed if these times alter.

Departure: Please be ready to leave your accommodation by 10.30am on the day of departure. Your bill for the accommodation and any extras taken during your stay is payable on departure, however if you are making an early start please make arrangements to settle your account the day before.

During Your stay: After check-in you are welcome to come and go as you please, but we do ask that noise is kept to a minimum after 10.00 pm so as not to disturb other guests. Visitors are not allowed in the guesthouse without informing the proprietors. Hot food and takeaway meals must not be eaten in the guest rooms.
Damages and Breakages: Please take care with our accommodation. You are responsible and liable for any breakages or damages which you cause to the accommodation or its contents. However we know that accidents happen and ask that you report these as soon as they occur. We do not normally charge for minor breakages, but we may send you an invoice for repair or making good if the damage or breakage is significant, and we may make an additional charge if you did not report this. Any debit or credit card details held would be applied for these purposes.

A nominal charge of £25 will be levied for replacement room keys should the need arise.

Smoking policy: Portland House is a completely non smoking establishment. If any evidence is found of smoking in rooms, guests will be asked to leave immediately and will be liable for the full cost of their booked stay. In addition, an excess of £150 to cover the cost of deep cleaning and any further resultant loss of income may be charged.

Liability: We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.

Room Allocation: Whilst we try to ensure the specific room requested is available, from time to time it may become necessary to change your room allocation to an equivalent standard of room. (For example, this may be due either to unplanned maintenance or a need to change room allocations in order to accommodate a long stay guest).

Data: Any data gathered during the course of this booking may be held on computer. With your permission we may from time to time contact you about promotions and offers. We will never share your details with third parties.

Privacy Policy:

What do you do with my personal data and how do you my information?

We use, share and protect your personal data in order to complete your booking with us (Portland House) and to manage your customer service queries.

What information do you collect?

We collect the information necessary to complete your reservation. This likely includes your name, contact details, payment details, car registration, information about the people in your party, information about your booking and other information to meet your specific requirements.

How long will you keep my personal data?

We will only keep the information for as long as we need it. We store your data while it is required for the relevant purposes or to meet legal requirements.

Who will you share my data with?

We only share your data with third parties who we need to work with to deliver services on your behalf, We do not share your data with any other third parties for the purpose of their or any other third parties direct marketing.
We may need to your share data if there is a legal reason to do so.

How do you ensure my data is secure?

We use a variety of security technologies and procedure to help protect your personal data from unauthorized access, or use or disclosure.

Our websites contain links to other websites. This privacy policy relates to our website only. For other website you should read their own privacy policies.

What rights do I have?

To be informed about how we use your personal data (the purpose of this Privacy policy)
To update or amend your personal data
To ask us to delete your personal data
To instruct us not to process your personal data (unless there is a legal reason to do so)
To obtain a free copy of your personal data

How can I contact you?

If you would like more information or raise any queries with us in relation to your privacy policy contact you can write to us at our address:

Portland House
19 Leonard Street
Keswick
Cumbria
CA12 4EL

Or contact us through our website contact form, by emailing us at stay@portlandhouse.net or by telephone on 017687 74230

Changes to this Privacy Policy:

We will check this policy from time to time and post any changes here.


We look forward to welcoming you to Portland House.