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We aim to make every guests’ stay comfortable & enjoyable and are happy to assist with any specific requirements. For information on getting here, dining, choosing a room to suit your needs and arranging any special assistance, please download our Accessible Guidelines. We are proud to promote our new website which scores 100% on W3 Access Guidelines. If you choose to print any information for our website, it will auto-update to be printer-friendly! To download a copy of our accessible guidelines visit our About Us page

Loss of or Damage to Guests’ Property

Under the Hotel Proprietors Act 1956, a hotel proprietor may in certain circumstances be liable to make good any loss of or damage to a guest’s property even though it was not due fault of the proprietor or staff of the hotel. This liability however:-

  • Extends only to the property of guests who have engaged sleeping accommodation at the hotel;
  • Is limited to £50 for any one article and a total of £100 in the case of any one guest, except in the case of property which has been deposited or offered for deposit for safe custody;
  • Does not cover motor cars or other vehicles of any kind or any property left in them or horses or live animals. This notice does not constitute an admission either that the Act applies to this hotel or that liability thereunder attaches to the proprietor of this hotel in any particular case.


Reservation A guarantee of payment is required for every hotel reservation taken. This can be a credit or debit card, confirmation of payment by company email (with payment details) or booking made to a company account. Credit or debit card details are used to guarantee the reservation in order that payment be taken in the event of a non-arrival or cancellation after 4pm on the day of arrival. If credit or debit card details cannot be provided on booking, the reservation will not be made.

Check In

It is a legal requirement for all guests to complete a registration card on check in, with full name (both names if 2 guests in room), address, phone number and signature. This information is stored in accordance with the Data Protection Act (1998). On check in, a credit card pre authorisation will be requested from all guests. This is a hold on the funds and is not a payment and allows the guest to charge food & drink and sundry items to their account. Full payment will be taken on check out. If a credit card is not provided then payment for the accommodation will be taken on check in via the following methods: If the guest wishes to use a debit card, then payment will be taken for the total accommodation and will also allow the guest to charge food & drink and sundry items to their account. If the guest wishes to pay cash on arrival, a photocopy of a valid photo ID will be requested. If the guest cannot provide a valid photo ID they will be refused accommodation. Cash paying guests will not be able to charge any items to their room. Cash payments without credit card pre authorisation will not be accepted for executive or deluxe room reservations. For walk in guests after 11pm without a prior reservation, payment by credit or debit card will be taken on check in. Cash payments for walk in guests will not be accepted after 11pm. Cheques are not accepted.

Gratuities and Service Charges

Any contribution left as a service charge or tip at the Waterfront Hotel and Venue & Prego Restaurant is distributed to staff members; no deductions are taken by the company. A service charge / tip is a reward for the whole team, all of whom help to create your great experience.

As a company policy an Optional Service charge of 10% is added to bookings of 6 or more. It is at the customers’ discretion to make a contribution.

Premio Card

How does it work?

Any guest who has stayed with us five nights or more qualifies for our Premio Reward Card. This card is for the guest to keep and use each time they stay. You may choose from a complimentary room upgrade (subject to availability) or £5 discount when dining in the restaurant. Please show your Premio card on check in or when dining in Prego restaurant. Rewards are only redeemable on check-in, not at the time of booking.

Terms & Conditions:

  1. The card is for the individual guest. Rewards are available for the card holder only.
  2. The card entitles the card holder to the reward; only one reward option may be redeemed per night during the stay.
  3. Rewards cannot be transferred to other reservations booked by the card holder.
  4. If booked via a company, the company can make the booking on the guest’s behalf but the card is to be used by the guest.
  5. Bookings can be made by any method, direct with the hotel, online or through a booking agent.
  6. Upgrades are allocated on check-in, they cannot be pre-booked. If you have already booked a deluxe, please choose the other reward option. Sorry but there is no option to pay
    a reduced rate.
  7. Offers are subject to change.
  8. Rewards cannot be used in conjunction with other special offers or Early Bird, or on New Year’s Eve, Mothers’/Fathers’ Day or Valentine’s Day

Like, Share and Tag Competition

On Facebook, Twitter and Instagram we are running a competition from Monday 12th February - Monday 12th March 2018 to will two tickets to the Afternoon Tea Al Italiano

  • Prize; 2 x tickets for our Afternoon Tea event on 18th May 2018. (Afternoon Tea A l Italiano with tea or coffee, £4pp to add prosecco)

  • The winner will be chosen at random from the list of profiles who have liked, shared and tagged the competition post on Twitter, Facebook or Instagram
  • The winner will be selected on Monday 12th March 2018.
  • If you are unable to attend the event, the 2 tickets can be exchanged for a voucher worth £32.00 (Value of the afternoon tea tickets)
  • The Afternoon Tea can only be redeemed on Friday 18th May as this is not a menu we offer regularly.
  • A voucher will be issued by post to the winner, which in return can be exchanged for the prize on the day.
  • The voucher must be mentioned at the time of booking, if you have already booked a space at Afternoon Tea Al Italiano and you are selected as the winner, we will take the prize off your bill/reimburse you the prize total. e.g. you have booked 2 x tickets for afternoon tea with prosecco = £40.00, your total bill will be £8.00 when the voucher has been redeemed as prosecco is not included in the prize.
  • Voucher to be presented on arrival
  • Additional items can be ordered when dining, these will be added to the bill to be paid by the customer.

FRIDAY Function Offer!

Complimentary function room hire on FRIDAYS throughout 2018; when catering for 30+ guests. Quote ‘Friday Offer’ when contacting our events team. This is a promotional offer via social media and will not be offered as standard. Buffet menus from £6.95pp, seated meals from £17.00pp. Complimentary hotel room available with this offer, not available for 18th birthday celebrations. Management reserve the right to remove this offer at any time.

Welcome Back Voucher 2018

  • To redeem the voucher you must complete the back page with your details.
  • Voucher cannot be used in conjunction with any other offer or early bird.
  • The management reserve the right to stop or suspend this offer at any time.
  • No photocopies allowed.
  • One voucher per table/reservation. This voucher holds no monetary value and cannot be redeemed for cash.
  • Only redeemable when dining in January and February 2018, from Tuesday 2nd January-28th February, excluding valentines.
  • Minimum 2 people dining from a la carte menu or blackboard specials