Standard Accommodation Terms

  1. These Terms
    1. What these terms cover. These are the terms and conditions on which we provide accommodation services to you. 
    2. Why you should read them. Please read these terms carefully before you submit you make a booking with us. These terms tell you who we are, how we will provide accommodation and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 
    3. What these terms do not cover. Additional terms and conditions and policies may apply for other offerings such as our:
      1. Group booking terms and conditions;
      2. Event bookings terms and conditions; and 
      3. Wedding booking terms and conditions. 
  2. Information about us and how to contact us
    1. Who we are. We are Heritage Attractions Limited (CRN: 03741747) registered in England and Wales, whose registered office address is at 5th Floor, 88 Church Street, Liverpool, England, L1 3HD.
    2. How to contact us. You can contact us by email to reserverations@landsendhotel.co.uk or by writing to us at Reservations, The Land’s End Hotel, Land’s End, TR19 7AA.
    3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking. 
    4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails. 
  3. Interpretation
    1. Definitions

In these terms and conditions (“Reservation Conditions”), the following definitions shall apply:

Accommodation: The Land’s End Hotel or any part of it, Penwith House, The Saddlerooms and The Stablerooms or any part of them;

Groups Terms: Heritage’s accommodation Groups Policy.

‘Heritage’/’Us’/’We’/’Our’: Heritage Attractions Limited (CRN: 03741747) registered in England and Wales, whose registered office address is at 5th Floor,88 Church Street, Liverpool, England, L1 3HD;

Guests: People who have made reservations at the Accommodation.

Weddings & Events Terms & Conditions: Heritage’s Weddings Terms & Conditions.

    1. Guests are admitted to this Accommodation subject to the Reservation Conditions. By making a reservation, guests agree to comply with these Reservation Conditions.
    2. Whilst staying at the Accommodation, all Guests must comply with any reasonable instructions given to them by Heritage personnel or any third party instructed on our behalf. Heritage reserves the right to vary these Reservation Conditions at any time without prior notice.
    3. By making a reservation at the Accommodation, guests accept that they have a duty to take reasonable steps to ensure their own safety, taking into account any personal medical conditions. All persons in and around the Accommodation should behave in a safe manner at all times.
    4. We reserve the right to accept or decline bookings entirely at our discretion.
    5. If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss.
    6. You, as the person making the booking, will be responsible for all members of your party. You must be at least 18 years old at the time of booking and children under the age of 18 must be accompanied by an adult.
    7. We can only discuss your bookings (including any changes) with you – we can’t discuss your booking with another member of your party, unless you give express consent in writing for us to do so.
    8. Dinner reservations cannot be guaranteed at the point of booking. Reservations can be made via the guest portal and are subject to availability and written confirmation. Reservations will only be confirmed once written confirmation is received. Please note that any price you have been offered currently cannot be guaranteed should you not complete your booking at this stage.
    9. For Event & Wedding packages, please refer to the separate Wedding and Event Terms which will be provided to you by the co-ordinator during the booking process.
  2. Pricing
    1. We use dynamic pricing and our room and property prices vary according to demand and availability. At the point you make a reservation request, we’ll provide a price for the rooms and number of nights you’ve requested. The price you pay will be the price quoted to you at the point you make a reservation.
    2. We try to ensure that our website, third-party booking sites, and other marketing materials relating to our prices and services are accurate, but any such information is indicative only and we cannot guarantee that such content and rate is accurate, complete, or up-to-date.
    3. Room prices are normally quoted per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the VAT rate changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.
    4. Meals and other extras are not included in the room price unless agreed but you may be able to add them to your reservation during the booking process or they may be available to you during your stay.
    5. Special requests must be requested at the time of booking and no later than 14 days prior to travel. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request.
    6. Prices given in the booking confirmation include any charges for utilities and fuel that may be applicable to the Accommodation selected.
    7. A booking of five rooms or more is classified as a group and is subject to our Group Terms.
  3. Cancellation 
    1. Bookings made on Heritage’s base rate are fully refundable unless otherwise stated up to 72 hours prior to arrival.
    2. Bookings made under a special offer or discounted rate are non-refundable. 
    3. If you wish to cancel a confirmed booking you must let us know by telephone, email or in writing as soon as possible quoting your booking reference and, in any event, within the period specified above. If you cancel within this period, your booking will be cancelled with effect from the day we receive your telephone call, email or written notification.
  4. If we need to change or cancel your booking
    1. We don’t expect to have to make changes to your booking, however sometimes circumstances arise which mean bookings have to be changed or cancelled. We will only change or cancel your booking:
      1. if necessary to perform or complete essential remedial or refurbishment works;
      2. to comply with law; or
      3. for other reasons unforeseen at the time you made your booking which are beyond our reasonable control. This may include occasions where the Accommodation becomes inaccessible due to a Meteorological Office Severe Weather Warning or other severe weather event or for public health reasons.
    2. If we do need to change or cancel your booking for the reason set out in Section 6.1(a), we will do our best to offer you a suitable alternative booking. If we’re not able to offer you a suitable alternative, or if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking.
    3. If we do need to change or cancel your booking in line with Section 6.1(a), we’ll only be responsible for foreseeable losses that you suffer as a result of that change or cancellation. This includes refunding the price of your booked Accommodation. We will not, however, be responsible for any unforeseeable losses you suffer as a result of that change or cancellation. A loss is foreseeable if it is an obvious consequence of our change or cancellation of your booking or if it was contemplated by you and us at the time we entered into this contract.
    4. If we do need to change or cancel your booking in line with Section 6.1(b) or (c), we’ll do our best to offer you a suitable alternative booking for either the same date(s) or alternative date(s). If we cannot offer you an alternative booking, or you do not accept the offer, a full refund will be issued.
  5. Maximum occupancy for your Accommodation
    1. You must ensure that the maximum number of persons occupying the Accommodation does not exceed the maximum occupancy limits set out on our website and in your booking confirmation. You must not bring additional camp beds to the Accommodation or allow tents, caravans or campervans at the Accommodation. For the purposes of occupancy limits a child over the age of 2 is considered an occupant.
    2. Maximum occupancy limits are determined with regard to the facilities, space and equipment available at the Accommodation and applicable health and safety and regulatory requirements. For this reason, compliance with maximum occupancy requirements is very important and so, if you exceed the maximum occupancy limits as described in this Section, we reserve the right to require you to leave the premises (without any compensation or refund).
  6. Guests’ obligations
    1. We may develop and implement safety measures from time-to-time in response to the public health regulations and which are there to safeguard the safety and wellbeing of our staff and all guests visiting our Accommodation. Where we have put these measures are in place, we do so in the interest of everyone at our Accommodation and so if any individual fails to comply with these safety measures, we reserve the right to require that individual to leave the Accommodation in accordance with these terms and conditions (without any compensation or refund). 
    2. You’ll be provided with a Welcome Folder and/or an Accommodation User Guide at your Accommodation that contains important information about your stay with us. Please ensure that you and your party read these folders carefully on arrival. You must also ensure that you and your party familiarise yourselves with the layout of the Accommodation and the location of the fire exits.
    3. Your check-in and departure times will be set out in your booking confirmation. Normally, check-in is available from 3pm on the first day of your stay and departure is required before 11am on the last day of your stay. If you do not leave the Accommodation by the required departure time, we reserve the right to charge you for an additional night. Early check in and late departure can be requested in advance subject to availability, and at Heritage’s absolute discretion. 
    4. If you think you’re likely to arrive after 10pm, please let the Accommodation know in advance.
    5. If you want to change any detail of your confirmed booking you must let us know by telephone, by email or in writing as soon as possible, quoting your booking reference.
    6. We will do our best to accommodate any changes you do request but, unfortunately, we can’t guarantee that we’ll be able to meet any request for changes. We recommend all Guests to take out holiday insurance. Please note that it’s not possible for us to change bookings less than 72 hours prior to the start of your booking.
    7. You must:
      1. only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including for any business purposes, without our prior written consent.
      2. keep the Accommodation and its contents clean and tidy and leave them in the same condition as when you arrived (safe for ordinary wear and tear caused by use in the ordinary course).
    8. You must not: 
      1. use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities;
      2. cause any nuisance or annoyance to any neighbours or anyone else during your stay;
      3. smoke in any part of your Accommodation. Please note smoking includes use of vape devices and/or e-cigarettes;
      4. use candles, tea-lights, fireworks or Chinese lanterns at the Accommodation; 
      5. use a barbecue or fire pit at your Accommodation unless we have provided one.
    9. If your Accommodation has an open fire, stove or wood burner, you must comply with the instructions found in the Welcome Folder and/or Accommodation User Guide, particularly regarding the appropriate fuel to use for your safety and the use of the fire guards provided. If there is no open fire, stove or wood burner you must not create your own anywhere at the Accommodation.
    10. The use and storage of firearms or weapons is not permitted in any part of the Accommodation or in cars parked at the Accommodation.
    11. If you believe you have left any of your possessions behind at your Accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur in relation to your lost property.
    12. Please note that if you do not comply with the standards and behaviours set out in this Section 8 we may need to exercise our rights under Sections 9 or 14.
  7. Safety and Security
    1. Heritage reserves the right, in its absolute discretion, to refuse entry, ban from entry to the Accommodation or remove from the Accommodation, without any explanation or refund, this includes but is not limited to any person who: –
      1. is found to be in possession of an article deemed to be offensive or dangerous;
      2. has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace;
      3. is found possessing, using or who appear to be under the influence of illegal substances.
    2. All items, belongings and other property brought into the Accommodation by guests are at their own risk and we accept no liability for any loss or damage to such property. As such, we recommend that guests do not bring valuables to the Accommodation.
    3. In the public areas and in some staff areas, CCTV is in operation and video recordings may be made. This activity is carried out for the security of all of our guests & our staff.
  8. Animals
    1. Pets or animals of any nature are expressly prohibited in the Accommodation with the exception of dogs as some of our rooms are dog-friendly.
    2. House-trained dogs, with responsible owners, are welcome to stay overnight in the Hotel, charged at £20 per dog, per night & limited to two per room. To add a dog to any booking, a request must be made in writing prior to arrival and will be subject to availability and at the sole discretion of Heritage. If guests arrive on the day of their booking & have not made us aware they intended to bring dog(s) with them, the Hotel reserves the right to refuse the stay, no refund will be issued. 
    3. Any damage caused by dogs in the rooms such as (but not limited to) bitten/scratched furnishings or dogs toileting on the floor will be charged for based on the nature and extent of damage caused.
    4. Pets or animals should not be left in any vehicle parked at the Accommodation. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.
  9. Photography
    1. When you book Accommodation with us you acknowledge and agree that: 
      1. unless it is expressly prohibited, you are permitted to take photographs and recordings within the Accommodation provided that these are solely for private use, but you may not take any photographs and recordings for any commercial or public purpose;
      2. Heritage may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff;
      3. you will not intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Accommodation. 
  10. Parking
    1. Vehicles are parked at the owners’ risk. Heritage take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. 
  11. Our rights of access
    1. Our staff or contractors may need to access your Accommodation if there is an unforeseen problem, to investigate an incident you have raised, or to perform certain routine property checks. If this happens, we’ll do our best to let you know in advance.
    2. If we do need to access your Accommodation for any reason, we’ll always try to access the property at reasonably convenient times (other than in the event of an emergency).
  12. Our right to remove you from the Accommodation
    1. We may terminate our contract with you and ask you to leave the Accommodation immediately (without any compensation or refund being payable) if:
      1. we consider that you or your party have committed a serious breach of these terms and conditions;
      2. we consider that your or your party’s behaviour endangers the safety of our guests or staff;
      3. any complaints are made of anti-social or unacceptable behaviour against you or your party;
      4. you or your party cause an unreasonable amount of damage to the property or its contents; or
      5. you exceed the maximum occupancy limit for your Accommodation.
  13. Damage to the Accommodation or its contents
    1. If you discover that anything is missing or damaged on arrival at your Accommodation you must notify us immediately. If you don’t notify us, we’ll assume that you caused the relevant damage or loss.
    2. You will be responsible for the cost of any damage to the Accommodation or its contents caused by you or by any member of your party or animal brought with you.
  14. Events beyond our control
    1. We will not be responsible for any failure to perform our obligations under these terms and conditions that is caused by an event outside our control.
    2. An event outside our control means any act or event that is beyond our reasonable control, including, without limitation, severe weather event, drought, fire, explosion, storm, flood, earthquake, subsidence, epidemic or pandemic (and any restrictions or guidance associated therewith), public health actions or emergencies or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.
  15. Liability
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are as described and supplied with reasonable skill and care.
    3. We are not liable for business losses. We only provide accommodation and services for private use. If you use the Accommodation for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
    4. Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the Hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
  16. Data protection
    1. The parties shall comply with their data protection obligations as set out in Heritage’s Privacy Policy.
    2. We will use the personal information you provide to us to:
      1. provide the services;
      2. process your payment for such services; and
      3. if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
    3. We may pass your personal information to credit reference agencies. Where we extend credit to you for the services, we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
    4. We will only give your personal information to third parties where the law either requires or allows us to do so.
  17. complaints
    1. Any complaints must be brought to the attention of the Duty Manager, who can be contacted via the reception, on the day of your visit. If the Duty Manager is unable to resolve the situation it must be brought to the attention of the reservations team by email at reservations@landsendhotel.co.uk or in writing to Reservations, The Land’s End Hotel, Land’s End, TR19 7AA no longer than seven (7) days after your visit. We shall then be granted twenty-eight (28) days to investigate and resolve the complaint without involving third parties or outside solicitors, litigation or counsel. Any correspondence must be addressed to reservations@landsendhotel.co.uk or in writing to Reservations, The Land’s End Hotel, Land’s End, TR19 7AA.
  18. Additional Terms
    1. Smoking/vaping is completely prohibited in any part of the Hotel, including all the bedrooms. If this ban is ignored, a deep cleaning charge of £250 will be made. If the guests that are staying in said room after you, refuse to accept the room because of the ban being ignored, you will be liable for the cost of their alternative accommodation as well. 
    2. A credit or debit card must be presented on arrival for pre-authorisation on the account. Your bank account can take up to 7 days to release this pre-authorised amount & unfortunately, this is something we have no control over. All outstanding charges from your stay will be debited on your departure.
  19. General
    1. These terms and conditions constitute the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
    2. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
    3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    4. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.

STANDARD LAND’S END LANDMARK TERMS & CONDITIONS

  1. These Terms
    1. What these terms cover. These are the terms and conditions which cover your entry onto the Site as well as your booking and attending at The Land’s End Hotel. 
    2. Why you should read them. Please read these terms carefully before you submit you order to us. These terms tell you who we are, about the Attraction and your visit to the Attraction, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 
  2. Information about us and how to contact us
    1. Who we are. We are Heritage Attractions Limited (CRN: 03741747) registered in England and Wales, whose registered office address is at 5th Floor,88 Church Street, Liverpool, England, L1 3HD
    2. How to contact us. You can contact us by telephoning our customer service team at 01736 871 844 or by writing to us at reservations@landsendhotel.co.uk or The Land’s End Hotel, Land’s End, Sennen, Penzance, Cornwall TR19 7AA.
    3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you have provided to us. 
    4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails. 
  3. Interpretation
    1. The safety of our guests is of paramount importance to Us. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences by reading these terms carefully. 
    2. Definitions

In these terms and conditions of entry (“Conditions of Entry”), the following definitions shall apply:

Attraction: The Land’s End Hotel or any part of it;

Heritage/ Us / We’/’Our’: Heritage Attractions Limited (CRN: 03741747) registered in England and Wales, whose registered office address is at 5th Floor,88 Church Street, Liverpool, England, L1 3HD;

Ticket: A valid ticket allowing the holder entry to the Attraction;

Site: The private land owned or maintained by Us that surrounds any Attraction. 

Visitors: Members of the public who enter the Site.

Ticket Holders: People who have purchased or booked Tickets for Our Attraction.

    1. Visitors are admitted to this Attraction and/or the Site subject to the following Conditions of Entry.  By purchasing or using a Ticket or entering the Site, guests agree to comply with these Conditions of Entry.
    2. Any person who does not comply with these Conditions of Entry may be removed from the Attraction and/or the Site by Heritage personnel, security or police officers, without any right to a refund.  This is without prejudice to any claim that we may have against such a person or arising out of their actions. Whilst attending the Attraction and/or the Site, all Visitors must comply with any reasonable instructions given to them by our staff or any third party instructed on our behalf. We may, from time to time, vary these Conditions of Entry at any time without prior notice so please consult them prior to each visit you make to the Attraction.
    3. By entering the Attraction and/or the Site, Visitors accept that they have a duty to take reasonable steps to ensure their own safety, taking into account any personal medical conditions.  All persons in and around the Attraction and/or the Site should behave in a safe manner at all times.
  2. The Attraction
    1. We will try to ensure that all areas, facilities and elements within the Attraction are available for use by guests at the Attraction. 
    2. We may, however, without prior notice, have to close and change, facilities areas and elements within the Attraction and/or the Attraction’s operating hours. 
    3. Heritage in its absolute discretion reserves the right to close the whole or any part of the Attraction (or the Site)  at any time or to restrict the number of persons having access to the Attraction. 
    4. The reason for any closure or restriction provided by this condition may include, but is not limited to; 
      1. technical or operational reasons, capacity, special events;
      2. to ensure the safety and security of guests; 
      3. to make changes to the Attraction (or a part of the Attraction) to reflect changes in relevant laws and regulatory requirements; or
      4. if Heritage reasonably considers the circumstances so require. 
    5. Where possible, we will try to ensure that published information in relation to changes to the facilities available at the Attraction or its whole or partial closure are accurate but there may be circumstances where we cannot guarantee this (e.g. if the problem is urgent or an emergency).
    6. We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control, then we will attempt to provide advanced notice through our social media and website channel where possible and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
  3. Tickets

THE ATTRACTION AND SURROUNDING SITE OWNED AND/OR OPERATED BY HERITAGE IS PRIVATE PROPERTY.

    1. All persons entering the Attraction must pay for admission or hold a valid Ticket which has been obtained from Heritage or a third party authorised by Heritage to sell Tickets. 
    2. Only persons authorised by us are permitted to sell or offer for sale any items to guests within the Attraction grounds.  The sale of Tickets by anyone other than Heritage or its authorised re-seller(s) is strictly prohibited. 
    3. Tickets are non-transferable, not for resale and will become automatically void on any transfer for value. Tickets must be retained at all times and submitted for inspection if required by Heritage.
    4. Where Tickets are purchased: 
      1. in person, a binding contract between us and the person purchasing the Ticket comes into existence when payment is received.
      2. Online:
        1. a binding contract between us and the person purchasing the Ticket comes into existence when the final page of the booking confirmation procedure gives you a booking reference; and
        2. online bookings may be subject to a booking fee as specified on the website where you purchase your Ticket(s).
    5. Tickets purchased are only valid on the date specified on the ticket. Please check the Attraction’s operating calendar for opening times and dates. Tickets may not be valid for special events which may attract a separate admission fee. 
    6. Tickets will only be exchanged or refunded if Heritage, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked Tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Conditions of Entry. 
    7. Non-dated Tickets booked in advance do not guarantee admission to the Attraction, especially during busy times or on specific days when there are special events.
    8. Tickets booked online will be delivered in accordance with Heritage’s delivery procedure from time to time. 
    9. If Tickets are bought on behalf of other guests, the buyer accepts these Conditions of Entry on behalf of every guest and shall ensure that these Conditions of Entry are complied with by each person in the group. 
    10. If re-entry into the Attraction is required, an appropriate proof of purchase (as reasonably required by us) must be obtained, before exiting the Attraction which must be shown at the time of re-entry to regain access.  
    11. Gift vouchers are non-refundable or exchangeable.
    12. The company reserves the right to cancel or amend promotional / voucher codes and their terms and conditions at any time without prior notice. Your statutory rights are not affected.
  2. Group Tickets
    1. Special packages may be available to groups booking to visit the Attraction.
    2. Please contact the Attraction in advance in order to discuss any group bookings. Prices for groups are available on request. 
    3. Heritage reserves the right to alter or withdraw any package facility, exhibit, event, services or price without notice.
    4. Where cancellations or reductions are made to group numbers, the group will be liable for the remaining balance of the unused Tickets.
    5. School tickets are only to be used as part of a school trip and cannot be used at any other time. Free teacher tickets can only be used as part of the school trip they were originally booked for and are not for personal use. School tickets are non-refundable. The age restrictions on school tickets must be adhered to.  Free teacher tickets cannot be revalidated; however, any school pupil tickets being revalidated are entitled to the appropriate school-teacher ratio for their age group. Teacher planning tickets can only be used prior to the school trip they were booked with. All school/college/university groups must have school/college/University ID to collect tickets, including planning tickets.
  3. Visitors’ obligations
    1. Some or all of the Attraction may be subject to age restrictions which can be amended at Our absolute discretion and where this is the case, appropriate adult supervision should be ensured. Heritage reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.
    2. Visitor behaviour:
      1. Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including e-cigarettes) is strictly prohibited in all indoor areas of the Attraction and in other specific areas as set out in our signage.  
      2. The safety and security of all Visitors and staff is the priority of Heritage. Instructions of Heritage staff must be followed including any signage posted at the Site and any verbal instructions. All facilities located at the Attraction must only be used in accordance with the instructions of the Attraction staff.
  4. Safety and Security
    1. Visitors must keep their personal belongings with them at all times and, except as specified in these Conditions of Entry (and in particular section 12), Heritage accepts no responsibility for loss, theft or damage to any personal belongings brought into the Attraction.
    2. From time to time we may introduce certain safety measures at our Attraction and/or the Site (for example to comply with public health measures) and so:
      1. anyone visiting our Site should be mindful that they do so at their own risk;
      2. the measures we introduce are there to safeguard the safety and well-being of all of our staff and Visitors;
      3. where we set out health and safety instructions (whether verbally or using signage) these must be complied with at all times or else we may require that you leave the Site. 
    3. To keep our visitors safe, you must not: 
      1. bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury;
      2. do anything which could cause injury or otherwise affect the enjoyment of other guests;
      3. use or bring onto Attraction grounds any illegal substances and/or so-called ‘legal highs’ (including, but not limited to, laughing gas);
      4. consume intoxicating liquor except in any authorised places within the Attraction (if any); or 
      5. bring any intoxicating liquor into the Attraction except with the express permission of Heritage.
    4. Heritage may, in its absolute discretion and without any explanation or refund, refuse entry, ban from entry to the Attraction or remove from the Attraction, any person or persons whose actions have or may present, in Heritage’s opinion, a risk to the health and safety, wellbeing or enjoyment of our visitors or staff including (but not limited to) anyone who:
      1. has been convicted of a criminal offence or otherwise has behaved in a manner which, in the opinion of Heritage has, or is likely to affect the safety or enjoyment of other visitors;
      2. is found to be in possession of any illegal item or any item(s) deemed by Heritage to be offensive or dangerous or else which may impact the experience of other visitors;
      3. uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace;
      4. is found to possess or to be using or who appears to be under the influence of illegal substances and/or legal highs; or
      5. is or appears to be under the influence of alcohol or in possession of alcohol.
    5. Only alcohol sold by Heritage can be consumed at the Site. Alcohol is sold to Visitors at Heritage’s absolute discretion. 
    6. To prevent offensive weapons or dangerous articles from being brought into the Attraction, Visitors are admitted to the Attraction subject to the condition that, if requested to do so, they will allow themselves and/or their belongings to be searched.  
    7. Heritage may make reports to the relevant authorities in relation to any Visitors in possession of an article deemed to be offensive or dangerous which may lead to prosecution. 
    8. Due to restrictions of the Attraction, bicycles, hoverboards, rollerblades, or similar devices are not permitted within the Attraction. The use of such devices around the Site is at the absolute discretion of Heritage and is subject to safety restrictions and signage around the Site. 
    9. For the safety and security of our Visitors, certain Visitors with physical or medical conditions may be advised against using the Attraction. Please get in touch with us ahead of your visit to discuss accessibility at the Attraction and on the Site.
    10. Whilst CCTV cameras may be used at the Attraction, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by guests are at their own risk and, except as specified in these Conditions of Entry (and in particular section 12), we accept no liability for any loss or damage to such property. As such, we recommend that guests do not bring valuables to the Attraction.
  5. Animals

Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Site. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

  1. Photography
    1. Unless specified elsewhere, you are permitted to take photographs and recordings within the Attraction for private use only but Heritage may, where it reasonably requires, have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. 
    2. You shall not intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction. 
    3. From time-to-time Heritage (or third parties authorised by Heritage) may carry out photography and/or video recording at the Attraction. These activities may, incidentally, feature guests and so by attending the Attraction, you therefore acknowledge and agree that: 
      1. Heritage or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever but, if you believe you may be featured within such materials and do not wish to be, please contact us and we will remove or modify content (if any) which features you;
      2. copyright in these materials rests with Heritage (or its authorised third party, as the case may be).  
  2. Parking
    1. Vehicles parked at the Attraction are parked at the owners’ risk. Heritage takes no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. 
    2. Heritage may charge a parking fee at the Attraction. If any guest loses their car park ticket, they will have to buy a new ticket. 
    3. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours without the prior express permission of the Attraction. The Attraction retains absolute discretion as to whether such permission is granted.  
    4. Motor homes, camper vans, caravans or any other vehicle of similar nature are only permitted to park on Site for a maximum of the length of time of a day parking ticket and overnight parking is not permitted unless express prior permission in writing has been given by a senior member of the Attraction.
    5. A breach of this condition will be deemed to be trespassing, the vehicle will be removed, and the owner shall be responsible for all consequences arising as a result of such removal.
  3. Liability 

please read this section carefully

    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill but we are not responsible for any loss or damage that is not foreseeable. 
    2. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the provision of goods or services.
    4. We are not liable for business losses. Unless otherwise agreed with us, we only permit the use of the Attraction for private and not business use. If you use the Attraction for any commercial or business purpose we will have no liability to you for any direct or indirect loss of profit, loss of business, business interruption, or loss of business opportunity.
  2. Data protection
    1. We will comply with their data protection obligations as set out in our Privacy Policy.
    2. We will use the personal information you provide to us to:
      1. provide the Attraction and associated products and services;
      2. process your payment for your visit to the Attraction and any services; and
      3. if you agreed to this, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
    3. We will only give your personal information to third parties where the law either requires or allows us to do so.
  3. complaints

Any complaints should be brought to the attention of the Duty Manager, who can be contacted via the ticket office, on the day of your visit. If the Duty Manager is unable to resolve the situation it must be brought to the attention of The Hotel Manager in writing (or email) no longer than seven (7) days after your visit. We shall then be granted twenty-eight (28) days to investigate and resolve the complaint without involving third parties or outside solicitors, litigation or counsel. Any correspondence must be addressed to: tammy@landsend-landmark.co.uk or The Hotel Manager, The Land’s End Hotel, Land’s End, Sennen, Penzance, Cornwall TR19 7AA.

  1. Additional Terms

https://landsend-landmark.co.uk/accessibility/

  1. General
    1. Whole Agreement. These Conditions of Entry are the entire agreement between the parties and supersedes and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
    2. If we delay enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
    3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    4. Nobody else has any rights under this contract. This contract is between you and us. No other person has any right to enforce any of its terms.
    5. Which laws apply to this contract and where you may bring legal proceedings.These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.

TERMS & CONDITIONS FOR WEBSITE USAGE

  1. What’s in these terms?
    1. These terms tell you the rules for using our website landsendhotel.co.uk (our site).
  2. Who we are and how to contact us
    1. landsendhotel.co.uk is a site operated by Heritage Attractions (CRN: 3741747) (“We”). We have our registered office at 5th floor, 88 Church Street, Liverpool, L1 3HD. Our VAT number is 726954892.
    2. To contact us, please email reservations@landsendhotel.co.uk or telephone our customer service line at 01736 871 844.
  3. By using our site you accept these terms
    1. By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
    2. If you do not agree to these terms, you must not use our site.
    3. We recommend that you print a copy of these terms for future reference.
  4. There are other terms that may apply to you
    1. These terms of use refer to the following additional terms, which may also apply to your use of our site and any bookings you make through our site:
      1. Our Privacy Policy; 
      2. Our Cookies Policy; and
      3. Our booking terms and conditions.
  5. We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. 

  1. We may make changes to our site

We may update and change our site from time to time to reflect changes to our offerings, our users’ needs and our business priorities.

  1. We may suspend or withdraw our site
    1. Our site is made available free of charge.
    2. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
    3. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions and that they comply with them.
  2. We may transfer this agreement to someone else
    1. We may transfer our rights and obligations under these terms to another organisation. We will endeavour to make you aware if this happens and we will ensure that the transfer will not affect your rights under the contract.
    2. Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
  3. You must keep your account details safe
    1. If you choose, or you are provided with, any login/user identification code, password or any other piece of information as part of our security or booking procedures, you must treat such information as confidential. You must not disclose it to any third party.
    2. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion, you have failed to comply with any of the provisions of these terms of use.
    3. If you know or suspect that anyone other than you know your user identification code or password, you must promptly notify us at reservations@landsendhotel.co.uk.
  4. How you may use material on our site
    1. We are the owner or the licensee of all intellectual property rights in our site and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
    2. You may print off one copy and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others to content posted on our site.
    3. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
    4. Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).
    5. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
    6. If you print off, copy, download, share or repost any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
  5. No text or data mining, or web scraping
    1. You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site. This includes using (or permitting, authorising or attempting the use of):
      1. 11.1.1.Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the site or any data, content, information or services accessed via the same.
      2. 11.1.2.Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.
    2. The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of Digital Copyright Directive ((EU) 2019/790).
    3. This clause shall not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
  6. Do not rely on the information on this site
    1. The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
    2. Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
  7. We are not responsible for websites we link to
    1. Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
    2. We have no control over the contents of those sites or resources.
  8. User-generated content is not approved by us

This website may include information and materials uploaded by other users of the site or third parties (including advertisers). This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

  1. How to complain about content uploaded by other users

If you wish to complain about content uploaded by other users, please contact us on reservations@landsendhotel.co.uk.

  1. Our responsibility for loss or damage suffered by you
    1. Whether you are a consumer or a business user:
      1. 16.1.1.We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
      2. 16.1.2.Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products, services or accommodation to you, which will be set out in the relevant Terms and conditions https://www.landsendhotel.co.uk/terms-conditions/.
    2. If you are a business user:
      1. 16.2.1.We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
      2. 16.2.2.We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
        1. 16.2.2.1.use of, or inability to use, our site; or
        2. 16.2.2.2.use of or reliance on any content displayed on our site.
      3. 16.2.3.In particular, we will not be liable for:
        1. 16.2.3.1.loss of profits, sales, business, or revenue;
        2. 16.2.3.2.business interruption;
        3. 16.2.3.3.loss of anticipated savings;
        4. 16.2.3.4.loss of business opportunity, goodwill or reputation; or
        5. 16.2.3.5.any indirect or consequential loss or damage.
    3. If you are a consumer:
      1. 16.3.1.Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  2. How we may use your personal information

We will only use your personal information as set out in our Privacy Policy.

  1. We are not responsible for viruses and you must not introduce them
    1. We do not guarantee that our site will be secure or free from bugs or viruses.
    2. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
    3. You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
  2. Rules about linking to our site
    1. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
    2. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
    3. You must not establish a link to our site on any website that is not owned by you.
    4. Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
    5. We reserve the right to withdraw linking permission without notice.
    6. If you wish to link to or make any use of the content on our site other than that set out above, please contact reservations@landsendhotel.co.uk.
  3. Which country’s laws apply to any disputes?
    1. If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a 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.
    2. If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
  4. Our trade marks are registered

Land’s End Hotel is a UK-registered trade mark of Heritage Great Britain Plc and/or Heritage Attractions Limited. You are not permitted to use them without our approval unless they are part of the material you are using as permitted under Clause 10 above.

Last Updated March 2024