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Booking Terms & Cancellation Policy

Last updated: 18 September 2026

1. Who we are

Sarah Hotel is operated by Sarah Enterprise Dc Ltd, trading as Sarah Hotel, of 65 Garland Road, Harwich, Essex CO12 4PA, United Kingdom (“we”, “us”, “our”).

You can reach us by email at sarahenterpriseltd@gmail.com or by telephone on +44 7717 849 585.

2. When these terms apply

These terms apply to every booking made directly with us — through our online booking system, by telephone, by email or in person. By completing a booking you accept them on behalf of everyone in your party, and you confirm you are 18 or over.

If you booked through a travel website or agent rather than directly with us, that company’s cancellation terms apply to your booking, not these. Please check your confirmation from them.

In plain language: these rules cover bookings made with us directly. If you booked somewhere else, their rules apply instead.

3. Making a booking

All bookings must include the first and last name of every adult staying in the room, and a valid credit or debit card.

When you book you are reserving a room type, not a specific room. Rooms of the same type are of similar size and equipment, but the interior design can differ between them.

The full cost of your stay is taken at the time of booking. Your booking is not confirmed until you receive a booking confirmation from us. If you do not receive one, please contact us before travelling. If we do not receive payment we may cancel the booking, and we will email you to confirm if we do.

We take reasonable care to keep our prices and room descriptions accurate. Very occasionally an error occurs. If we discover a genuine error in the price of a booking you have made, we will contact you and you may either confirm the booking at the correct price or cancel it for a full refund.

4. What the price includes

Prices are in pounds sterling and include VAT where applicable. The price covers the room for the nights and number of guests stated on your confirmation, and includes:

Any extras you use during your stay are payable before you leave.

5. Cancellations and refunds

This is the part most guests need, so it is set out plainly. There is one cancellation policy and it applies to every booking made directly with us.

When we receive your cancellationWhat you get back
More than 7 days before your arrival date A full refund of everything you have paid.
7 days or fewer before your arrival date No refund. The full cost of the stay is retained.
You do not arrive and have not cancelled (a no‑show) No refund. The full cost of the stay is retained.
You leave earlier than booked No refund for the nights you do not use.

Your deadline. To qualify for a refund we must receive your cancellation before 23:59 UK time on the eighth day before your arrival date.

A worked example. If you are due to arrive on 1 June, cancel by 23:59 on 24 May and you get everything back. From 00:00 on 25 May onwards there is no refund, however far in advance of that you booked.

How to cancel. Please cancel in writing by email to sarahenterpriseltd@gmail.com, quoting your reservation number, or use the cancellation link in your booking confirmation. The time we receive it is what counts, so please do not rely on a telephone message alone. We will confirm your cancellation by email — if you do not receive that confirmation, assume we have not received your cancellation and contact us.

Refunds are made to the card or account you paid from, normally within 10 working days of us confirming the cancellation.

Changing dates. A change of dates requested 7 days or fewer before arrival is treated as a cancellation and a new booking, and the table above applies. We will always try to help where we can, but we cannot guarantee it.

Travel disruption. Many of our guests travel by ferry. Please note that a cancelled or delayed sailing, a missed connection, traffic, weather, illness or a change of plan does not change the table above. If this concerns you, travel insurance is the right protection, not the hotel’s cancellation terms.

Your statutory rights. The 14‑day right to change your mind that applies to most things bought online does not apply to hotel bookings made for a specific date. This is set out in regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms affects your other legal rights.

6. If we have to cancel

We will only cancel your booking in exceptional circumstances — for example if the room becomes genuinely unusable, or an event outside our reasonable control prevents us from opening. If that happens we will tell you as soon as we can and give you a full refund of everything you have paid. Where we are able to, we will also try to help you find alternative accommodation nearby, though we cannot guarantee it.

7. Arrival and departure

If you expect to arrive late, please tell us in advance so we can arrange your arrival. If you have not arrived and we have not heard from you, we may treat the booking as a no‑show under section 5.

At check‑out, please leave your keys on the key panel on the wall next to the main entrance. The cost of replacing lost keys will be charged to you. We normally inspect rooms after check‑out and before the next guest arrives, and we reserve the right to charge for any damage or breakages found.

8. Extending your stay

If you have already booked and want to add nights before you arrive, just let us know and we will extend the booking if we have space.

If you are already staying and want to stay longer, please tell us at least 24 hours before your check‑out date. We will do our best to accommodate you, which may mean moving you to a similar room.

9. Your stay

10. Smoking

Sarah Hotel is a non‑smoking property. This applies to traditional smoking and to all electronic delivery systems, including vapes, hookah pens, e‑cigarettes, e‑pipes and any variation of these, whatever the product is called. A designated outdoor smoking area is provided.

Smoking in a room, or leaving a strong lingering smell of smoke in a room, will result in a £50 cleaning charge.

11. Cooking

Where a kitchen is provided, please practise safe cooking habits and do not leave burners unattended. Please avoid cooking with strong‑smelling ingredients. Lingering smells that require a room to be taken out of use and deep cleaned will be charged at up to £50.

12. Damage and your property

Please treat the hotel and its contents with care. You are responsible for any loss or damage caused by your party, and we may charge the card used for the booking the reasonable cost of repair or replacement.

Please report any pre‑existing damage or problems with the room to reception straight away, so it is not attributed to you.

Personal belongings are brought into the hotel at your own risk. Please use the security provided and report anything lost to reception. We can accept occasional parcels and deliveries for guests by arrangement, but we are not responsible for them, their contents or their storage.

13. Parking

Parking is free and is provided around and behind the hotel. The access code is given to you at check‑in.

Vehicles and their contents are left entirely at your own risk. We do not accept responsibility for damage, accident, theft or loss. The car park is covered by CCTV, and if something happens we will look at the footage with you. If you intend to leave a vehicle with us for an extended period, please tell us first — we reserve the right to remove vehicles left without notice.

14. Guest safety and privacy

We will not disclose the identity, room number or presence of any guest to anyone other than the appropriate authorities. This includes taking or passing on messages and forwarding calls. If you are expecting visitors or calls, please give them your details yourself.

CCTV operates in the common areas and outside the property, and anyone on the premises may be recorded. How we handle your personal information is explained in our Privacy Policy.

15. Our responsibility to you

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be excluded. Subject to that, our liability in connection with your booking is limited to the amount you paid for it.

16. Complaints

If something is not right, please tell reception during your stay so we have the chance to put it right there and then. If you are still unhappy, write to us at sarahenterpriseltd@gmail.com and we will respond as quickly as we can.

17. Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one published on this page at the moment you booked, and the date at the top of this page tells you when it last changed.

18. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.

19. Contact us

Sarah Enterprise Dc Ltd (trading as Sarah Hotel)
65 Garland Road, Harwich, Essex CO12 4PA, United Kingdom
sarahenterpriseltd@gmail.com
+44 7717 849 585