Terms & Conditions

By Using Our Site You Accept These Terms & Conditions

Please read these Terms & Conditions carefully and ensure that you understand them before using our website. These terms and conditions, set out the terms of use governing your use of this website, www.wahotel.co.uk.

These terms and conditions were last updated on Monday 12th September 2022.

Your agreement to comply with these terms and conditions is indicated by your use of our site. If you do not agree to these terms and conditions, you must stop using our site immediately.

1. Definitions & Interpretation

1.1          In these terms and conditions, unless the context otherwise requires, the following expressions have the following meanings:

Content means any and all text, images, audio, video, scripts, code, software, databases, and any other form of information capable of being stored on a computer that appears on, or forms part of, our site; and
We/Us/Our means ONS International Ltd. T/A Wroxall Abbey Hotel & Spa.

2.  Information About Us

2.1          Our site is operated by ONS International Ltd.  We are a limited company registered in England and Wales under company number 22281589. Our registered address is Kinetic Business Centre, Theobald Street, Borehamwood, WD6 4BJ.  and Our main trading address is Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall CV35 7NB. Our VAT number is 350743226. 

3.  How to Contact Us

To contact us, please email us at info@wahotel.co.uk

4. Access to Our Site

4.1 Access to our site is free of charge.

4.2 It is your responsibility to make the arrangements necessary in order to access our site.

4.4 Access to our site is provided on an “as is” and on an “as available” basis. We may suspend or discontinue our site (or any part of it) at any time. We do not guarantee that our site will always be available or that access to it will be uninterrupted. If we suspend or discontinue our site (or any part of it), we will try to give you reasonable notice of the suspension or discontinuation.

5. Changes to Our Site

We may alter and update our site (or any part of it) at any time. This will include contact information, images, hotel rates and information. If we make any significant alterations to our site (or any part of it), we will try to give you reasonable notice of the alterations.

6. Changes to these Terms & Conditions

6.1 We may alter these terms and conditions at any time. If we do so, details of the changes will be highlighted at the top of this page. As explained above, your use of our site constitutes your acceptance of these terms and conditions. Consequently, any changes made to these terms and conditions will apply to your use of our site the first time you use it after the changes have been implemented. You are therefore advised to check this page every time you use our site.

6.2 If any part of the current version of these terms and conditions conflicts with any previous version(s), the current version shall prevail unless we explicitly state otherwise.

7. International Users

Please note that for international users visiting our site, exchange rates may apply to your booking and reservation. Our services are only available in the United Kingdom.

8. How You May Use Our Site and Content (Intellectual Property Rights)

8.1 All content included on our site and the copyright and other intellectual property rights in that content belongs to or has been licensed by us, unless specifically labelled otherwise. All content is protected by applicable United Kingdom and international intellectual property laws and treaties.

8.2 You may access, view, and use our Site in a web browser (including any web browsing capability built into other types of software or app) and you may download our site (or any part of it) for caching (this usually occurs automatically).

8.3 You may print one copy and download extracts of any page(s) from our site for personal use only.

8.4 You may not modify the printed copies or downloaded extracts in any way. Images, video, audio, or any other content downloaded from our site must not be used separately from accompanying text.

8.5 Our status as the owner and author of the content on our site (or that of identified licensors, as applicable) must always be acknowledged.

8.6 You may not use any content [saved or downloaded] from our site for commercial purposes without first obtaining a license from us (or our licensors, as applicable). [This does not prevent the normal access, viewing, and use of our site for general information purposes by business users or consumers.]]

9. Links to Our Site

9.1 Linking to other pages on our site requires our express written permission.

9.2 Links to our Site must be fair and lawful. You must not take unfair advantage of our reputation or attempt to damage our reputation.

9.3 You must not link to our site in a manner that suggests any association with us (where there is none) or any endorsement or approval from us (where there is none).

9.4 Your link should not use any logos or trademarks displayed on our site without our express written permission.

9.5 You must not frame or embed our site on another website without our express written permission.

9.6 You may not link to our site from another website the main content of which is unlawful; obscene; offensive; inappropriate; dishonest; defamatory; threatening; racist, sexist, or otherwise discriminatory; that promotes violence, racial hatred, or terrorism; that infringes intellectual property rights; or that we deem to be otherwise objectionable.

10. Links to Other Sites

11.1 Links to other websites may be included on our site. Unless expressly stated, these sites are not under our control. We accept no responsibility or liability for the content of third-party websites.

11.2 The inclusion of a link to another website on our site is for information purposes only and does not imply any endorsement of that website or of its owners, operators, or any other parties involved with it.

11. Disclaimers

11.1 Nothing on our site constitutes professional advice on which you should rely. It is provided for general information purposes only.

11.2 We make reasonable efforts to ensure that the content on our site is complete, accurate, and up to date, but we make no warranties, representations, or guarantees (express or implied) that this will always be the case.

11.3 If you are a business user, we exclude all implied representations, warranties, conditions, and other terms that may apply to our site and content.

12. Our Liability

12.1 Nothing in these terms and conditions excludes or restricts our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be lawfully excluded or restricted.

12.2 If you are a business user (i.e. you are using our site in the course of business or for commercial purposes), to the fullest extent permissible by law, we accept no liability for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) our site or the use of or reliance upon any content included on our site.

12.3 If you are a business user, we accept no liability for loss of profit, sales, business, or revenue; loss of business opportunity, goodwill, or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.

12.4 If you are a consumer, you agree that you will not use our site for any commercial or business purposes and that we shall have no liability to you for any business losses as set out above.

13. Viruses, Malware, & Security

13.1 We exercise reasonable skill and care to ensure that our site is secure and free from viruses and malware; however, we do not guarantee that this is the case.

13.2 You are responsible for protecting your hardware, software, data, and other material from viruses, malware, and other internet security risks.

13.3 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via our site.

13.4 You must not attempt to gain unauthorized access to any part of our site, the server on which our site is stored, or any other server, computer, or database connected to our site.

13.5 You must not attack our site by means of a denial of service attack, a distributed denial of service attack, or by any other means.

13.6 By breaching the provisions of Parts 13.3 to 13.5, you may be committing a criminal offence under the Computer Misuse Act 1990. Any and all such breaches will be reported to the relevant law enforcement authorities and we will cooperate fully with those authorities by disclosing your identity to them. Your right to use our site will cease immediately in the event of such a breach.

14. Acceptable Usage of Our Site

14.1 You may only use our site in a lawful manner:

  • You must ensure that you comply fully with any and all local, national, or international laws and regulations that apply;
  • You must not use our site in any way, or for any purpose, that is unlawful or fraudulent; and
  • You must not use our site to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware or any other code designed to adversely affect computer hardware, software, or data of any kind.

14.2 If you fail to comply with the provisions of this Part 14, you will be in breach of these terms and conditions. We may take one or more of the following actions in response:

  • Suspend or terminate your right to use our site;
  • Issue you with a written warning;
  • Take legal proceedings against you for reimbursement of any and all relevant costs on an indemnity basis resulting from your breach;
  • Take further legal action against you, as appropriate;
  • Disclose such information to law enforcement authorities as required or as We deem reasonably necessary; and/or
  • Any other actions which We deem reasonably appropriate (and lawful).

14.3 We hereby exclude any and all liability arising out of any actions that We may take (including, but not limited to those set out above in Part 14.2) in response to your breach.

15. How We Use Your Personal Information

We will only use your personal information as set out in our privacy policy, available from www.wahotel.co.uk/privacy-policy and Our Cookie Policy, available from wwww.wahotel.co.uk/cookie-policy.

16. Communications from Us

16.1 If we have your contact details, we may send you important notices by email from time to time. Such notices may relate to matters including, but not limited to, changes to our site or to these terms and conditions.

16.2 We will not send you marketing emails without your express consent. If you do consent to marketing, you may opt out at any time. All marketing emails from is include an unsubscribe link.

16.3 For questions or complaints about communications from us, please contact us using the details above in Part 3.

17. Law & Jurisdiction

17.1 These terms and conditions, and the relationship between you and us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.

17.2 If you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Part 17.1 takes away from or reduces your legal rights as a consumer.

17.3 If you are a consumer, any dispute, controversy, proceedings, or claim between you and us relating to these terms and conditions or to the relationship between you and us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.

17.4 If you are a business user, any dispute, controversy, proceedings, or claim between you and us relating to these terms and conditions or to the relationship between you and u ps (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Utility Surcharge

18.1 Due to the current volatile condition of the energy markets, we may apply a utility surcharge to your stay. In this case you will be advised of the amount on arrival.

ONS International Ltd understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of everyone who visits this website, www.wahotel.co.uk and only collect and use your personal data as described in this Privacy Policy. Any personal data we collect will only be used as permitted by law.

Please read this Privacy Policy carefully and ensure that you understand it. Your acceptance of this Privacy Policy is requested via the pop-up on the homepage.

01. Information About Us

Our site is owned and operated by ONS International Ltd, a private limited company registered in England under company number 12533417.

Registered address: Kinetic Business Centre, Theobald Street, Borehamwood, WD6 4PJ.

Main trading address: Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall, CV35 7NB.

VAT number: 3507432216

Data Protection Officer: Roshan Thakkar

Email address: rthakkar@wahotel.co.uk

Telephone number:

Postal address: Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall, CV35 7NB.

02. What Does This Policy Cover?

This Privacy Policy applies only to your use of our site. Our site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

03. What Is Personal Data?

Personal data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, “the Data Protection Legislation”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

04. What Are My Rights?

Under the Data Protection Legislation, you have the following rights, which we will always work to uphold:

  • The right to be informed about our collection and use of your personal data. This Privacy Policy should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 10.
  • The right to access the personal data we hold about you. Part 9 will tell you how to do this.
  • The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 10 to find out more.
  • The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we hold. Please contact us using the details in Part 10 to find out more.
  • The right to restrict (i.e. prevent) the processing of your personal data.
  • The right to object us using your personal data for a particular purpose or purposes.
  • The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.
  • Rights relating to automated decision-making and profiling. We do not use your personal data in this way.

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 10.

It is important that your personal data is kept accurate and up-to-date. If any of the personal data we hold about you changes, please keep us informed as long as we have that data.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first, using the details in Part 10.

05. What Personal Data Do You Collect and How?

Our site collects certain information automatically, including your IP address, the type of browser you are using, personal details (for hotel reservations) and certain other non-personal data about your computer or device such as your operating system type or version, and display resolution.

If you send us an email, we may collect your name, your email address, and any other information which you choose to give us. For the purposes of the Data Protection Legislation, we are the data controller responsible for such personal data.

The lawful basis under the Data Protection Legislation that allows us to use such information is article 6(1)(f) of the UK GDPR which allows us to process personal data when it is necessary for the purposes of our legitimate interests, in this case, the proper operation and functionality of our Site. If you contact us as described above, you will be required to consent to our use of your personal data to contact you. In this case, our lawful basis for using your personal data will be article 6(1)(a) of the UK GDPR, which allows us to use your personal data with your consent for a particular purpose or purposes.

06. How Do You Use My Personal Data?

Where we collect any personal data, it will be processed and stored securely, for no longer than is necessary in light of the reason(s) for which it was first collected. We will comply with our obligations and safeguard your rights under the Data Protection Legislation at all times. For more details on security see Part 7, below.

As stated above, we do not generally collect any personal data directly from you, but if you contact us and we obtain your personal details from your email, we may use them to respond to your email. The other technical data referred to above is necessary for the technical operation of our site and will not normally be used in any way to personally identify you.

Any and all emails containing your personal data will be deleted no later than after the subject of your matter has been resolved and no other personal data will be retained for any longer than is necessary.

We will not share any of your personal data with any third parties for any purposes other than storage on an email and/or web hosting server.

07. How and Where Do You Store My Data?

We will only store your personal data in the UK. This means that it will be fully protected under the Data Protection Legislation.

We may store some or all of your personal data in countries outside of the UK. These are known as “third countries”. We will take additional steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the Data Protection Legislation as follows:

We ensure that your personal data is protected under binding corporate rules. Binding corporate rules are a set of common rules which all our group companies are required to follow when processing personal data. For further information, please refer to the Information Commissioner’s Office.

Please contact us using the details below in Part 10 for further information about the particular data protection safeguard[s] used by us when transferring your personal data to a third country.

Personal data security is essential to us and to protect personal data, we take the following measures:

  • limiting access to your personal data to those employees and other third parties with a legitimate need to know and ensuring that they are subject to duties of confidentiality;
  • procedures for dealing with data breaches (the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, your personal data) including notifying you and/or the Information Commissioner’s Office where we legally required to do so.

08. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes, subject to the following exception[s].

If we sell, transfer, or merge parts of our business or assets, your personal data may be transferred to a third party. Any new owner of our business may continue to use your personal data in the same way that we have used it, as specified in this Privacy Policy (i.e. to communicate with you).

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

If any of your personal data is transferred to a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 7.

If any personal data is transferred outside of the UK, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the Data Protection Legislation, as explained above in Part 7.

09. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 10. To make this as easy as possible for you, a Subject Access Request Form is available for you to use. You do not have to use this form, but it is the easiest way to tell us everything we need to know to respond to your request as quickly as possible.

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request within a 30 day period and, in any case, not more than] one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

10. How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details, for the attention of Roshan Thakkar:

Email address: rthakkar@wahotel.co.uk.

Postal Address: Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall, CV35 7NB.

11. Changes to this Privacy Policy

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We recommend that you check this page regularly to keep up-to-date. This Privacy Policy was last updated on 23rd February 2021.

This website www.wahotel.co.uk uses Cookies and similar technologies in order to distinguish you from other users. By using Cookies, we are able to provide you with a better experience and to improve our site by better understanding how you use it. Please read this Cookie Policy carefully and ensure that you understand it.

Your acceptance of Our Cookie Policy is deemed to occur if you continue using our site] and when you press the accept button on Our Cookie pop up. If you do not agree to Our Cookie Policy, please stop using Our Site immediately

01 Definitions and Interpretation

1.1 In this Cookie Policy, unless the context otherwise requires, the following expressions have the following meanings:

Cookie means a small file placed on your computer or device by our site when you visit certain parts of our site and/or when you use certain features of our site;
Cookie Law means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003 [and, where applicable, the UK GDPR];
personal data means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data, as defined by the UK GDPR and the Data Protection Act 2018 (the “Data Protection Legislation”); and
We/Us/Our means ONS International Ltd, a limited company registered in England under company number 12533417, whose registered address is Kinetic Business Centre, Theobald Street, Borehamwood, WD6 4PJ, and whose main trading address is Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall, CV35 7NB.

02 Information About Us

2.1 Our site is owned and operated by ONS International Ltd, a limited company registered in England under company number 12533417, whose registered address is Kinetic Business Centre, Theobald Street, Borehamwood, WD6 4PJ, and whose main trading address is Wroxall Abbey Hotel & Spa, Birmingham Road, Wroxall, CV35 7NB.

2.2 Our Data Protection Officer is Roshan Thakkar, and can be contacted by email at rthakkar@wahotel.co.uk.

03 How Does Our Site Use Cookies?

3.1 Our site may place and access certain first party Cookies on your computer or device. First party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of our site and to provide and improve our products and services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal data is protected and respected at all times.

3.2 By using our site, you may also receive certain third party Cookies on your computer or device. Third party Cookies are those placed by websites, services, and/or parties other than us. Third party Cookies are used on our site for advertising, functionality and analytical purposes. For more details, please refer to section 4 below.

3.3 All Cookies used by and on our Site are used in accordance with current Cookie Law. We may use some or all of the following types of Cookie:

  • 3.3.1 Strictly Necessary CookiesA Cookie falls into this category if it is essential to the operation of our site, supporting functions such as logging in, your shopping basket, and payment transactions.
  • 3.3.2 Analytics Cookies – It is important for us to understand how you use our Site, for example, how efficiently you are able to navigate around it, and what features you use. Analytics Cookies enable us to gather this information, helping us to improve our Site and your experience of it.
  • 3.3.3 Functionality Cookies – Functionality Cookies enable us to provide additional functions to you on our site such as personalization and remembering your saved preferences. Some functionality Cookies may also be strictly necessary Cookies, but not all necessarily fall into that category.
  • 3.3.4 Targeting Cookies – It is important for us to know when and how often you visit our site, and which parts of it you have used (including which pages you have visited, and which links you have visited). As with analytics Cookies, this information helps us to better understand you and, in turn, to make our site and advertising more relevant to your interests. Some information gathered by targeting Cookies may also be shared with third parties.
  • 3.3.5 Third Party Cookies – Third party Cookies are not placed by us; instead, they are placed by third parties that provide services to us and/or to you. Third party Cookies may be used by advertising services to serve up tailored advertising to you on our site, or by third parties providing analytics services to us (these Cookies will work in the same way as analytics Cookies described above).
  • 3.3.6 – Persistent Cookies – Any of the above types of Cookie may be a persistent Cookie. Persistent Cookies are those which remain on your computer or device for a predetermined period and are activated each time you visit our site.
  • 3.3.7 Session Cookies – Any of the above types of Cookie may be a session Cookie. Session Cookies are temporary and only remain on your computer or device from the point at which you visit our site until you close your browser. Session Cookies are deleted when you close your browser

3.4 Cookies on our site are not permanent

3.5 For more details of the personal data that we collect and use, the measures we have in place to protect personal data, your legal rights, and our legal obligations, please refer to our Privacy Policy, wahotel.co.uk/privacy-policy.

04 What Cookies Does Our Site Use?

4.1 Our Site uses analytics services provided by Google Analytics. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling us to better understand how our site is used. This, in turn, enables us to improve our site and the products and services offered through it. You do not have to allow us to use these Cookies, however whilst our use of them does not pose any risk to your privacy or your safe use of our site, it does enable us to continually improve our site, making it a better and more useful experience for you.

4.2 The analytics service(s) used by our site use(s) analytics Cookies to gather the required information.

05 Consent and Control

5.1 Before Cookies are placed on your computer or device, you will be shown a pop-up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of cookies [unless those Cookies are strictly necessary]; however certain features of our site may not function fully or as intended.

5.2 You will be given the opportunity to allow and/or deny different categories of Cookie that we use.

5.3 In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third party Cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

5.4 The links below provide instructions on how to control Cookies in all mainstream browsers:

06 Changes to this Cookie Policy

6.1 We may alter this Cookie Policy at any time. If We do so, details of the changes will be highlighted at the top of this page. Any such changes will become binding on you on your first use of our site after the changes have been made.  You are therefore advised to check this page from time to time.

6.2 In the event of any conflict between the current version of this Cookie Policy and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

07 Further Information

If you would like to know more about how We use Cookies, please contact Us at info@wahotel.co.uk or by post at Wroxall Abbey Hotel, Birmingham Road, Wroxall, CV35 7NB.

At ONS International Ltd T/A Wroxall Abbey Hotel and Spa, the safety and wellbeing of our guests and staff is always a high priority – even more so today. We remain committed to upholding the highest standards of cleanliness and want you to feel at ease whether you are visiting for the day or staying with us.

Following on from the COVID-19 situation, we have responded by implementing a new, stringent and precautionary operational measures to protect the health and safety of our staff and guests, as well as provide a safe and clean environment for all. These measures are described below:

  1. Increased levels and frequency of cleaning and sanitising throughout the estate.
  2. More visible housekeeping ensuring all team members have correct Personal Protective Equipment (PPE).
  3. New procedures for all areas of our operations with heightened emphasis on hygiene.
  4. Enhanced training for all our staff relating to Health & Safety and hygiene.
  5. Increased numbers of hand sanitiser dispensers throughout our operations.
  6. New spacing standards throughout our operations to facilitate social distancing.

Our 'Safe Stay Pledge’ is what we make to you. Whilst we already have high standards of housekeeping and hygiene, enhanced our cleaning products, and upgraded our protocols to ensure we have the best products for the job. We pride ourselves on our cleanliness records and have taken this stance to reassure all of our customers, suppliers, and staff that we will continue to develop these rigorous protocols.

Covid-19 Booking Policy

The advice and guidance in response to the on-going coronavirus pandemic are regularly changing. ONS International Ltd is closely following all updates and it is important that our guests do the same. It is the guest’s responsibility to be aware of the advice, guidance and laws set out by our government – as well as those in place in their own locality – and act accordingly.

Our COVID-19 Refund Policy applies to all new direct bookings (as of 12/3/21) made for the calendar year 2021 in the event of:

  1. Restrictions on travel due to COVID-19 outbreak dictated by your local government for your stay dates.
  2. You or any member of the party are unable to travel due to sickness and/or isolation due to COVID-19.
  3. The Government requires your local area to return to lock down

You may:

  1. Transfer your stay to new dates in 2021/22 with no amendment fee. You may be subject to any rate changes for a particular date. Email our reservations team for assistance.
  2. Cancel your booking and receive a full refund by emailing our reservations team. We aim to process refunds within 7 working days of your arrival date

Terms and Conditions:

  1. We will require proof of COVID-19 or isolation by email.
  2. Once a booking has been cancelled it will no longer be possible to be reinstated. Any new booking will be at the current prevailing rate. 
  3. The COVID-19 Booking Policy is available until further notice and reserve the right to make any changes with immediate effect.

 

Please note that the above policy does not cover bookings made with a third party.

Disability Awareness Statement

Wroxall Abbey Hotel & Spa has a positive approach to welcoming residential and non-residential guests with disabilities or handicaps in order that they may enjoy the hotel facilities.

To this end, there are several internal routes that allow guests full access to our bedrooms and a number of bedrooms have been identified as suitable for either wheelchair users or disabled guests. 

Where structural and/or service limitations apply that may restrict full independent usage of the hotel and its facilities, the managers have trained their teams to proactively offer their assistance to enable this to happen.

The health and safety of our disabled guests is of upmost importance to the management and staff of the hotel, and to this end all emergency procedures are in place to ensure we may deliver our legal requirements. This to has been trained to all team members.

Whilst pet dogs are not permitted into the food and beverage service areas of the hotel, we welcome assistance dogs into these areas when accompanied by their owners. 

Disability Awareness Policy – Front of House

Reservations

  • Guests to be identified at time of booking
  • Through careful questioning, establish the extent of the disability, and from there their relevant needs or requirements (i.e. blind, deaf, wheelchair user, can’t walk very far etc).
  • Where guests have specific needs, their details are to be entered into he duty managers diary for every day of the stay in order for all departments to be made aware in the vents of giving the correct assistance.
  • Room to be allocated (see below) and comment to be attached to the reservation.
  • Reservation to be included on the VIP report and the reservation to be highlighted at the daily dash meeting.

Check-In

  • Registration card to be presented on a clipboard so guest can complete in a comfortable position. 
  • PEEP form (Personal Emergency Evacuation Plan) to be discussed and completed with the guest. 
  • If any guest is unable to complete their own registration card assistance id to be provided by the team to complete.

Where Guests are Identified at Check In Stage 

  • Establish the level of assistance required and adopt the actions as highlighted above.

During a Guests Stay

  • Guests will be escorted to their rooms by the Hotel Porter or the Duty Manager, who will explain how and where everything is and the best route for them to take to get to these locations. 
  • If guest has advised on the PEEP that they will require assistance in the event of an evacuation, how this will work and what is involved will be explained at this time. 
  • If they have requested any additions items such as hearing loop or a deaf guard alarm these will be provided and shown how to operate them.
  • Also explain how to contact reception or duty manager should they require any assistance.

Allocation of Rooms

  • Rooms 42 and 8 are designed for wheelchair users and have been modified as such.

Provision of accommodation for careers

  • Where disabled guests need to be accompanied by a full-time carer, the hotel shall accommodate the carer as near to the guest as possible. 

Check- Out

  • The same procedures is to be followed as at check-in presenting the final bill to the guest on a clipboard and taking the PDQ machine to the guest.

Disability Awareness Policy – Henry’s Restaurant 

At Reservation Stage

If at booking stage a disabled guest is highlighted as being part of the party dinning, then accessibility and assistance needs should be established and agreed and noted in the Restaurant booking diary.

Allocation of Tables

  • Tables should be allocated with enough room to ensure the enough room for not only guests but also service team to be able to serve. 
  • Table should be fairly allocated and not away from all other tables so guest feel segregated 

Guests with visual disabilities 

  • Where a guest is unable to read a menu of their own accord a member of staff will read through the menu and wine list for them in order that they may make their own choices.
  • The member of staff will also be required to explain where everything is on the table.
  • Once food has been delivered a description of where items are on the plate such as Steak in at 6 o’clock chips at 3 o’clock etc will need to be done.

General Guidance 

  • If looking after a person with hearing difficulties try and approach them from the front and not from behind. 
  • If operating a buffet service offer assistance in carrying or collecting for them.

Disability Awareness Policy – Bars

Guests with Visual disabilities

  • Where a guest is unable to read a menu of their own accord a member of the team will read through the menu choices for them.
  • Once drink has been served let them know where you have served it and which type of glass you have used.

Disability Awareness Policy – Functions and Events

The majority of the meeting and events rooms are all wheel chair accessible.

At the reservation Stage

  • If a booking stage a disabled person is highlighted as being part of the party, then access and assistance needs need to be established and agreed and noted on the function sheet.

Allocation of space

  • If special needs are noted on arrival at the meeting room and not previously noted, then the above procedure need to be discretely carried out. Where necessary another department to be made aware. 

General Guidance 

  • The golden rule when serving any disabled guest is not to be afraid to establish with them the extent of the help and assistance they need to be able to enjoy the hotel facilities with the same accessibility as able bodied guests. This will avoid embarrassment and misunderstanding from both parties. 
  • Conquer discomfort. Do not avoid interaction because you feel unsure of a situation or worried about saying something inappropriate. By interacting in a positive manner, you can overcome unfamiliarity and learn how to communicate appropriately and sensitively. Treat a person with a disability as you would other colleagues and customers. 
  • Respect individuality. Refrain from using blanket terms such as the disabled or handicapped. Do not use terms that infer pity or frailty. Terms like crippled or confined to a wheelchair imply negative connotations. Use terms that acknowledge the existence of a disability without implying disadvantage. 
  • It is easy when faced with a wheelchair user to end up speaking with the carer instead of the wheelchair user. Ensure you direct questions to the relevant person. This shows the upmost respect for the person involved.
  • Disability does not equate to social exclusion, if another guest is uncomfortable in the environs of a disabled guest, call the Duty Manager to deal with the situation.

Key tips for meeting people with impaired vision

  • Introduce yourself
  • If the person appears to need help offer your arm as a guide
  • Guide dogs should not be treated as pets

Meeting people who are deaf or hard of hearing 

  • Ask how the person prefers to communicate 
  • If a sign language interpreter is used, speak to the individual not the interpreter. 
  • Be sensitive about where communication happens, for example background noise will interfere with the use of a hearing aid.
  • In meetings/gatherings speak one at a time
  • Do not shout at a deaf person just speak slowly can clearly so they can read your lips. 

Meeting people with mobility impairments 

  • Position yourself at the same level as the person for a conversation that may take some time
  • Do not tidy away crutches 
  • Do not touch a wheelchair without asking 

GET IN TOUCH
T: 01926 242 330
E: info@wahotel.co.uk

LOCATION
Birmingham Road,
Warwick, CV35 7NB

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