We don’t have many rules at the Cookie Jar, however a few rules never hurt anyone. So with this in mind you’ll find a few of our do’s and dont’s on this page.

Arrival & Parking:
Bedrooms will be available for use from 15:00 onwards.

Departure:
Rooms should be vacated by 10.00am on the day of your departure.

Booking Terms:
Online or over the telephone bookings must be secured either by using an acceptable valid credit/debit card. If you don’t turn up for your booking, the full amount of the entire stay will be charged in full.

Cancellations:

Bookings can be cancelled up to 72 hours before 15.00 on the day of check in free of charge. Bookings cancelled less than 3 days before check in will incur a charge of 50% of the booking total.

In the situation of multiple rooms or multiple nights – The Hotel will contact you to ask for a deposit and our cancellation terms are as noted.

Multiple bednight bookings – see below.
Deposits will only be refunded if the Hotel is successful in re-selling the accommodation.

Cancellation Policy
(Please note that our cancellation policy is based on actual room nights booked – not bedrooms booked)

4-6 Bednights – 7 days
7 Bednights or more – 28 days.

Refunds: Refunds will only be issued back to the same card as 1st used during the original booking. We reserve the rights to withhold 100% of the booking funds if the original card  is not available.

Settlement of Account:
Settlement of your account is by cash or card on arrival.

No Smoking:
For the comfort and safety of all guests, we are exclusively non-smoking establishment. If you are caught smoking in the Cookie Jar you will be charged £100 to cover the cost of any cleaning needed. If the fire alarm is triggered from a guest smoking in the Cookie Jar then they will be charged £100 to cover the cost of a the fire brigade call out.

Damage to The Cookie Jar:
We reserve the right to charge guests the cost of rectifying damage which has been caused by the deliberate, negligent or reckless acts of guests to the hotel’s property or structure. If such damage is discovered during the stay it will be drawn to the guest’s attention but if discovered after guests have departed then we reserve the right to make a charge to the guest’s credit/debit card, or send an invoice for the costs for payment to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that guests would incur to a minimum.

Liability:
The liability for guests for their account is not waived and guests agree to be held personally liable for any charges incurred during their stay. In the event of a booking for more than one room (a group booking) the lead or registered guest (the lead guest) providing credit/debit card details is personally liable for any person, group, company or association that fails to pay all or part of such charges.

Insurance:
We strongly advise that travel insurance to cover any unforseen circumstances

CCTV is in operation at The Cookie Jar Alnwick.

Bedrooms will be ready for use from 15:00 onwards.

If you plan to arrive after 19:00 please call reception and we will make arrangements for your arrival.

Departure:
Rooms should be vacated by 10.00am on the day of your departure.

There is no on site parking at the Cookie Jar, however there are a host of secured car parks within Alnwick. If you call reception, we will be happy to guide you to an appropriate one.

Cancellations:

(Please note that our cancellation policy is based on actual room nights booked – not bedrooms booked)

4-6 Bednights – 7 days
7 Bednights or more – 28 days.

Bookings for 7 bednights or over can be cancelled up to 28 days before 15:00 on the day of check in free of charge. Bookings of this length cancelled less than 28 days of check-in will incur a charge of 50% of the booking total.

Bookings for 4-6 bednights can be cancelled up to 7 days before 15:00 on the day of check in free of charge. Bookings of this length cancelled less than 7 days of check-in will incur a charge of 50% of the booking total.

Bookings for up to 3 bednights can be cancelled up to 72 hours before 15:00 on the day of check in free of charge.

In the situation of multiple rooms or multiple nights – the Hotel may contact you to ask for a deposit.
In this situation, our cancellation policy is not 72 hours – deposits will only be refunded if the cancellation is made within 7 days of arrival date.
If however the Hotel is successful in re-selling the accommodation – a full refund will then be processed.

Refunds will only be issued back to the same card as 1st used during the original booking. We reserve the rights to withhold 100% of the booking funds if the original card  is not available.

The Cookie Jar if fully accessible hotel in the heart of Alnwick. We have a lift which gives full access to all floors and easy access to ‘Goswick’, our fully accessible room.

If you have any questions or queries regarding your stay and accessibility then please don not hesitate to call reception, and we will aid your booking in any way we can.

The Cookie Jar, Alnwick will be known as the ‘Controller’ of the personal data you provide to us. We only collect basic personal data about you, which does not include any special types of information. We do however collect name, address, email, phone number and card details.

Why we need your data
Your personal information allows us to provide the products and services, you have asked for.

We need your information to comply with laws and regulations such as The Immigration (Hotel Records) Order 1972

Also to process financial transactions for services we have provided to you.

 

How we collect your personal data: 

Personal data you provide:

  • When you make a reservation or stay at the property we own or manage.
  • When you participate in competitions and contests organised by us.
  • When you attend events or functions organised by us such as promotional and marketing events.
  • When you use our services or enter into transactions with us or by expressing an interest in doing so.
  • When you communicate with us via telephone, email, or through our social media channels
  • When you submit an employment application or when you provide documents to us or information, including C.V’s in connection with such applications.

 

Personal data provided by others:
We work with several booking agents and therefore we receive personal data provided by them. We encourage you to read the privacy policies of the individual agents and on any websites you may visit in connection with our property.

Our agent’s policies can be found on the following links:

https://www.littlehotelier.com/privacy-policy/

https://www.siteminder.com/legal/privacy

https://www.booking.com/content/privacy.en-gb.html

https://www.expedia.com/p/info-other/privacy-policy.htm

 

Providing personal data belonging to others:

If you provide the personal data of anyone other than yourself (e.g. family members), you are responsible for informing him/her of the specific purposes for which we are collecting his/her personal data and to ensure that he/she has provided valid consent for your provision of his/her personal data to us.

 

Personal data of Minors:

If you are a minor under 16 years of age, please obtain consent from your parent/guardian. If you are a parent/guardian and have reason to believe your child or ward has provided us with their personal data without your prior consent, please contact us to request for erasure of their data.

What we do with your data

 We use your data:

  • to enter into a contract to provide you a service which you require from ourselves.
  • for processing transactions with you to provide services.
  • compliance with laws and regulations, internal policies & procedures; including audits, accounting, risk management and record keeping.
  • assisting with your enquiries.

 

  • Marketing purposes:

If you have provided consent, we may use your personal data to contact you about special offers and upcoming events.

You can withdraw your consent at anytime by contacting us directly on hello@cookiejaralnwick.com

We will never sell your data and promise to keep your data safe and secure

How long we keep your data

By law we are required to hold onto guest registration details for 5 years after this point we will destroy the records safely and securely.

We will keep your data on our marketing list as long as you provide consent for, if you withdraw consent we will remove your details within 7 days of your request and you will receive no further communication from ourselves.

We will keep C.V.’s on file for 12 months after this, we will destroy them safely and securely, however if you request erasure before this date, we will of course do this. Please contact us on hello@cookiejaralnwick.com

What are your rights

If at any point you believe the information we process on you is incorrect you can request to see this information and have it corrected or deleted.

If you wish to raise a complaint on how we have handled your personal data, you can contact us directly on hello@cookiejaralnwick.com to have the matter investigated.

If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can direct your complaint

 If at any point you believe the information we process on you is incorrect you can request to see this information and have it corrected or deleted. If you wish to raise a complaint on how we have handled your personal data, you can contact us to have the matter investigated

If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office https://ico.org.uk/