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01202 767022

Terms & Conditions


The booking conditions set out here apply to bookings made directly on the Laguna Hotel website or by phone or post. They do not apply to bookings made using any third-party websites. Booking terms and conditions for reservations made on third party sites may be found on the website at which the booking is made.

Rates advertised are per room unless stated otherwise. a non-refundable deposit of £20.00 per person must be paid at the time of booking, other than the Christmas/New Year period where the non-refundable deposit is £50 per person. Please present the card used for reservation upon arrival to pay in full at the hotel if payment has not already been taken. No reduction is made for temporary absence, meals not taken, premature departure for any reason.  All guests will receive a written confirmation via post or email when the booking has been processed.

Booking and Cancellation

Christmas & New Year

A non-refundable/transferable deposit of £50 per person will be processed when booking a Christmas or New Year holiday. Full payment is required 3 weeks prior to the commencement of the break.

The cancellation policy for Christmas and New year breaks is as follows:

21-35 days- 50% of total booking will be payable

0-21 days- Full booking amount payable.

We strongly recommend that you take out the necessary insurance to cover the cost of cancellation and to safeguard against other risks.

Coach Inclusive Holidays

A non-refundable/transferable deposit of £20 per person will be processed when booking a coach inclusive holiday. Full payment is required during your stay by credit card/debit card/cash. The cancellation policy for coach inclusive holiday break is as follows:

14-28 days- 50% of total booking due

0-14 days- Full booking amount due

We strongly advise that you take out the necessary insurance to cover the cost of cancellation. We offer a cancelation insurance.

Cancellation Policy Cover- The policy can be purchased at the time of booking directly with the hotel. The cost is £5 per person and £4 per child. This policy is not valid for the Christmas or New Year holidays. The policy reimburses any person stated on the insurance supplication form in the following situations:

1. In the event of death, injury, or illness to any of the insured persons or any close relatives or close business associates.

2. Compulsory unemployment or redundancy.

3. Called upon to do jury duty.

Direct Booking

Full payment is required upon arrival by credit card/debit card/ cash. The cancellation policy for accommodation is as follows:

48 hours or more- Full refund will be given

0-48 hours- Full booking amount due

We strongly recommend that you take out the necessary insurance to cover the cost of cancellation. In the event of a no show on arrival date, first nights’ accommodation will be taken and booking cancelled. Arriving after the first day will be treated as a new booking.

Last minute deals and non-cancellable rooms

Last minute deals and non-cancellable rooms require full payment upon booking and are non-refundable/transferable.

General Information

Room Request- We cannot reserve specific room numbers, but we will do our upmost to comply with your request for position, floor, facilities, etc.

Smoking policy- Laguna Hotel is entirely non-smoking, this includes the use of electronic cigarettes. There is a smoking shelter provided on the Fountain Bar patio for guest use. We respectfully request that guests do not smoke within 2m of any of the hotel buildings. A £50 charge will be levied if guests smoke in rooms.

Check-in and check-out- Rooms are available from 2pm and must be vacated by 10.30am. The hotel will store luggage for early arrival/late departures, but Laguna Hotel accepts no responsibility for theft, loss, or damage to stored luggage. (This is a chargeable service)

Entertainment- Where entertainment is offered, the management reserve the right to alter the entertainment program without notice.

Pets- With the exception of service dogs, we are unable to accept pets.

Parking- Laguna hotel has limited parking. Spaces are available on a ‘first come, first served’ basis and cannot be reserved. Vehicles are left at owners’/customers’ risk. Laguna Hotel does not accept responsibility for loss or damage.

Damage- The hotel reserves the right to charge any individuals causing deliberate, accidental, or reckless damage 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 have the right to make a charge to the guest’s credit/debit card or send invoice for payment to the registered booker’s address. Lost keys incur a replacement charge of £15.

Wi-Fi & Appropriate usage policy- Guests accept to use this access to the internet fairly and appropriately. We may monitor network performance and user usage to maintain a fair and high level of service to all our guests. The internet access provided is intended for general use such as access to the world wide web, email, messaging, and social media. It is not intended or ideally suited for heavy media streaming, online gaming, extensive downloads/uploads. Access to illegal activity or use of our network for illegal activity is not prohibited and will be reported to local authorities.

Lost property- Property left behind by guests will be held for a period of 1 month. While we make our best efforts to reunite lost property with their owners, we accept no responsibility in replacing lost items and encourage guests to ensure they have all their belonging before checking out. We may offer to post lost items vis recorded delivery at the cost of the property owner.

Complaints - All complaints need to be dealt with during your stay, any complaints brought to our attention after you have taken your full stay will not be considered.

Do not disturb- Laguna hotel is focused on supporting the health and welfare of our guests. We operate a health and welfare check operating procedure that stipulates that a welfare check be performed after two consecutive days where a Do Not Disturb sign has been displayed on the door.

Our right to Cancellation- We reserve the right to cancel any booking without compensation, refund or reimbursement if the terms of these conditions are breached.

The company is proud of the standards of accommodation and service offered to all guests. In the unlikely event that you should have cause for criticism or suggestion during your stay, please bring to matter to the attention of the Duty Manager so that efforts can be made to meet your requirements or resolve the problem. We consider it unreasonable to make any criticism in writing upon your return home should the Hotel not first have been given the opportunity to attend to any matters arising during your stay.

The terms and conditions set out her comprise the agreement between you and Laguna Hotel. The contract is deemed to have been made upon receipt of the deposit. No employee or representative of the Company has authority to verbally vary these terms and conditions. We will not be able to vary these conditions unless requested to do so in writing, wish such variation confirmed by us in writing.

Although every effort has been made to ensure the accuracy of the information contained online, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement, or cancel any of the information or offers featured online at any time. In the event of a pricing error, you have the right to cancel anytime with no penalty.

Laguna Travel, Suffolk Road South, Bournemouth, Dorset, BH2 6AZ

Tel No: 01202 767022