Terms & Conditions
AHG Hotels Ltd
Registered Office: Primelodge Hotel, Lowton Way, Hellaby, Rotherham, South Yorkshire, S66 8RY
Company Number: 17409273
Last updated: 8 October 2026
1. Definitions
For the purposes of these Terms & Conditions:
“Company”, “We”, “Us” or “Our” means AHG Hotels Ltd, whose registered office is Primelodge Hotel, Lowton Way, Hellaby, Rotherham, South Yorkshire, S66 8RY, registered in England and Wales under company number 17409273.
“Hotel” means the hotel or property operated by the Company at which a booking is made.
“Booking” means a reservation for accommodation, functions and/or any other services or items made with us.
“Terms” or “Ts&Cs” means these Terms & Conditions.
“VAT” means Value Added Tax.
2. Bookings
All bookings made with AHG Hotels Ltd are subject to these Terms & Conditions.
We may request valid credit or debit card details at the time of booking or check-in to secure your reservation and provide an authorised method of payment for any outstanding charges.
In certain circumstances, we may require full payment in advance or a deposit at the time of booking, particularly where a booking includes additional services or items.
A booking will not be considered confirmed until all required information and any applicable payment or deposit have been received.
3. Charges
Prices displayed on our websites are indicative until a specific room rate and booking arrangement have been selected.
Meals, service charges and VAT at the prevailing rate are included only where expressly stated.
Certain rates may be subject to minimum stay requirements, deposits, cancellation charges or additional conditions, which will be specified at the time of booking.
Once a rate has been selected, the total cost of the requested stay will be displayed in the booking summary.
All prices are charged in pounds sterling (GBP), unless otherwise specified. Any currency conversion information provided is for guidance only.
The VAT breakdown shown at the time of booking is based on the applicable rate and expected tax treatment. VAT will be charged at the prevailing rate applicable at the relevant tax point.
Prices for additional services, including restaurant meals, room service and other facilities, are available at the relevant hotel or upon request.
4. Check-In and Check-Out Requirements
For security and fraud prevention purposes, guests may be required to provide identification at check-in. This may include a booking reference, passport, identity card, driving licence or valid payment card.
Where required by law, guests who are not British, Irish or Commonwealth citizens must provide additional information, including passport or identity document details and their next destination.
Such records will be retained for the period required by applicable legislation and may be made available to authorised authorities where legally required.
We reserve the right to refuse accommodation where a guest fails to provide information that we are legally required to obtain.
Unless otherwise stated in your booking confirmation:
- Check-in: From 3.00 pm on the scheduled arrival date.
- Check-out: By 11.00 am on the scheduled departure date.
Rooms secured by a valid payment card or prepaid booking will generally be held until 11.59 pm on the scheduled arrival date unless otherwise agreed.
Unsecured reservations may be released after 4.00 pm on the arrival date if the guest has not notified the Hotel of a late arrival.
Late check-out may be available upon request, subject to availability and additional charges at the Hotel’s discretion.
All rooms are subject to maximum occupancy limits. Please contact the Hotel directly for further information.
5. Payment
We accept major credit and debit cards, including Visa, Mastercard and American Express, subject to availability at the relevant Hotel.
For advance-purchase bookings, guests may be required to present the payment card used to make the reservation together with appropriate identification.
At check-in, we may authorise the anticipated cost of accommodation, applicable taxes and additional expenses against your payment card.
Alternatively, the Hotel may accept a deposit using another approved payment method.
Where additional charges exceed the original authorisation, further payment authorisation or a deposit may be required.
If payment cannot be secured, we reserve the right to restrict access to additional services or take reasonable steps to recover outstanding amounts.
All outstanding charges must be settled in full upon check-out.
Where a payment card authorisation exceeds the final amount charged, the unused balance will be released. The time taken for funds to become available is determined by the relevant card provider or financial institution.
For extended stays, we may request settlement of outstanding charges periodically.
6. Cancellation, Refunds and Non-Arrivals
Cancellation and refund conditions vary depending on the rate selected when making a booking.
Guests should review the specific terms displayed at the time of booking and detailed in their booking confirmation.
Flexible Rates
Bookings made under a Flexible Rate may be cancelled without charge up until 10.00 am local time on the scheduled day of arrival.
Cancellations received after this deadline, or failure to arrive without prior cancellation, may result in a charge equivalent to the first night’s accommodation for each room booked.
Any applicable charges will be applied to the payment card provided at the time of booking.
Advance-Purchase Rates
Advance-Purchase bookings require full payment at the time of reservation.
These bookings are non-refundable and cannot be amended unless expressly agreed by the Hotel.
Cancellation or failure to arrive will result in the forfeiture of the prepaid amount, subject to any overriding statutory rights.
7. Changes or Cancellations by the Company
In exceptional circumstances, AHG Hotels Ltd may need to amend or cancel a confirmed booking.
Where we cancel a booking and cannot provide the agreed accommodation, we will provide a refund of the amounts paid for services not supplied.
We will also make reasonable efforts, where appropriate, to assist guests in finding alternative accommodation of a comparable standard.
Bookings are made for a particular room category rather than a guaranteed individual room, unless expressly confirmed otherwise.
While we will make reasonable efforts to accommodate specific room preferences, we reserve the right to allocate alternative rooms for operational, maintenance or safety reasons.
Where a guest is moved to a room of a lower category or value, we will refund any applicable difference in room rates.
Nothing in this section affects your statutory rights or any remedies available under applicable consumer protection legislation.
8. Group Booking Cancellation Policy
Group bookings are subject to the following cancellation conditions:
- 28 days or more before arrival: Cancellation without charge.
- Between 14 and 27 days before arrival: 50% of the total booking value will be retained or charged.
- Between 7 and 13 days before arrival: 75% of the total booking value will be retained or charged.
- Less than 7 days before arrival: 100% of the total booking value will be retained or charged.
Any additional conditions relating to group bookings, events or functions will be communicated at the time of booking.
9. Damage to Hotel Property
Guests are responsible for any damage caused to hotel rooms, facilities, furnishings or other property during their stay, except where such damage results from fair wear and tear or circumstances beyond their reasonable control.
We reserve the right to recover reasonable costs associated with repairing damage, replacing missing items or carrying out specialist cleaning where necessary.
Where permitted by the payment arrangements agreed with the guest, these charges may be applied to the credit or debit card provided.
10. Accessibility
AHG Hotels Ltd aims to provide accessible facilities and accommodation wherever reasonably possible.
The availability of accessible rooms and facilities may vary between properties.
Guests with specific accessibility requirements are encouraged to contact the relevant Hotel before making a booking to confirm that suitable accommodation and facilities are available.
11. Parking
Where a Hotel provides parking facilities, spaces may be limited, subject to availability or chargeable.
Specific parking conditions will be displayed at the relevant property or communicated upon request.
Vehicles and their contents are left at the owner’s risk.
AHG Hotels Ltd will not be liable for loss or damage to vehicles or their contents except where responsibility cannot lawfully be excluded or restricted.
12. Hotel Events
Certain properties operated by AHG Hotels Ltd may host weddings, celebrations, conferences, functions and other events throughout the year.
These activities may occasionally generate additional noise or affect access to certain facilities.
Guests who wish to enquire about planned events during their stay are encouraged to contact the relevant Hotel in advance.
13. Guest Behaviour
All guests are expected to behave responsibly and respectfully towards other guests, employees and hotel property.
Guests must comply with reasonable instructions relating to safety, security and the operation of the Hotel.
Behaviour that causes significant disruption, damage, intimidation, harassment or a risk to the safety and wellbeing of others will not be tolerated.
Where a guest seriously breaches these requirements, we reserve the right to refuse services or require the guest and accompanying party to leave the premises, where lawful and reasonable.
Refunds in such circumstances will be considered in accordance with the specific circumstances, these Terms and applicable consumer law.
14. No Smoking
Smoking is prohibited in all bedrooms and designated non-smoking areas within our hotels.
This restriction includes the use of electronic cigarettes and vaping devices where prohibited by hotel policy.
Where smoking results in damage or the need for specialist cleaning, a minimum charge of £100 may apply, subject to the reasonable costs incurred and the individual Hotel’s policy.
15. Children
Children under the age of 16 must be accompanied by a responsible adult while staying at the Hotel.
Parents or guardians are responsible for supervising children throughout their stay.
Cots and additional beds may be available at selected properties, subject to availability.
Additional charges may apply. Please confirm requirements with the relevant Hotel when making your reservation.
16. Pets and Assistance Dogs
Pets are not permitted at our hotels unless expressly authorised by the relevant property.
Recognised assistance dogs are welcomed in accordance with applicable equality legislation.
Guests are encouraged to notify the Hotel in advance where an assistance dog will accompany them, so that appropriate arrangements can be made.
17. Personal Information and Privacy
AHG Hotels Ltd is committed to protecting guests’ personal information and processing data in accordance with applicable UK data protection legislation.
Telephone calls may occasionally be recorded for training, quality assurance or customer service purposes, subject to appropriate notification and legal requirements.
Further information about the collection, use and protection of personal information can be found in our Privacy Policy and Cookie Policy.
18. Force Majeure
AHG Hotels Ltd will not be responsible for delays or failures in providing services where these arise from events beyond our reasonable control.
Such events may include, but are not limited to:
- Floods, earthquakes or extreme weather.
- Natural disasters.
- Acts of terrorism.
- Fire or significant building damage.
- Interruptions to electricity, gas, water or other essential utilities.
- Failures affecting essential equipment or infrastructure.
- Other unforeseen events beyond the reasonable control of the Company.
Where such circumstances affect a booking, we will take reasonable steps to minimise disruption and communicate available options to affected guests.
Nothing in this section excludes or limits any rights or remedies that cannot lawfully be excluded under applicable legislation.
19. Limitation of Liability
AHG Hotels Ltd will exercise reasonable care and skill in providing its accommodation and related services.
Our responsibility for guests’ property will be determined in accordance with applicable legislation, including the Hotel Proprietors Act 1956 where relevant.
To the extent permitted by law, the Company will not be liable for losses that are not reasonably foreseeable consequences of a breach of contract or failure to exercise reasonable care and skill.
Nothing in these Terms & Conditions shall exclude or restrict liability for:
- Death or personal injury caused by negligence.
- Fraud or fraudulent misrepresentation.
- Breaches of statutory consumer rights.
- Any other liability that cannot lawfully be excluded or restricted.
20. Governing Law and Jurisdiction
These Terms & Conditions and any contractual obligations arising from them are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory legal rights applicable to consumers.
21. Website Information
AHG Hotels Ltd makes reasonable efforts to ensure that information published on its websites is accurate and up to date.
However, occasional errors, omissions or changes to facilities, services, prices and availability may occur.
We reserve the right to update or amend website content and advertised arrangements where reasonably necessary.
Any changes affecting confirmed bookings will be handled in accordance with the applicable booking terms and statutory consumer rights.
22. Contact Information
For questions regarding these Terms & Conditions, bookings or the services provided by AHG Hotels Ltd, please contact us using the details below.
AHG Hotels Ltd
Registered Office: Primelodge Hotel, Lowton Way, Hellaby, Rotherham, South Yorkshire, S66 8RY
Company Number: 17409273
Contact: Online Contact Form