Terms and Conditions

Terms and Conditions of Bookings

In all cases, Penhurst Retreat Centre reserves the right to cancel a booking that has been reserved or booked. This is extremely unlikely, but should this event occur, you will be fully refunded and we will endeavour to inform you as soon as we can. 

Booking Conditions  

Deposit

A non-refundable deposit of £10 per person per night is required at the time of booking in order to secure your place. We regret we cannot hold a room for you until we have received your deposit payment.

Final payment

Full payment should be received no later than 28 days before the date of arrival or at the time of the booking if this is within that 28 day period.

Group bookings

Both the deposit and the final payment for all group bookings should be made by the group organiser as a single payment.

Day visitors are asked to pay in full at the time of booking.

Payment methods

We accept electronic payments as follows:

via our website with a debit card

via our website through Paypal

As a telephone payments using a debit card

As a BACS payment  using your booking reference number andd the following details as needed: Sort Code: 090155  Account number: 89225189 BIC: ABBYGB2LXXX IBAN: GB74ABBY09015589225189   [Please send email confirmation to our office at info@penhurst.org.uk so that we can trace your payment].

If you have contacted us and arranged to pay by cheque, these should be made payable to Penhurst Retreat Centre.

Privacy policy

We do not store credit card details nor do we share customer details with any 3rd parties.

Cancellation terms

If you are forced to cancel later than 28 days before your stay we will try our best to transfer your booking to another date. If this is not feasible for you then the full fee will be payable. For this reason, and your own peace of mind, we recommend that full insurance cover be obtained.

Refunds No refunds or reductions are made for accommodation and meals paid for and not taken.

Insurance We strongly advise that you take out a cancellation policy to cover the overall cost of your stay should you have to cancel for any reason. If you don't have your own preferred holiday insurance you may like to use Guest First for individual retreats or Cancel Sure [www.cancelsure-insurance.co.uk, tel: 08450713929] for Led Retreats. If you decide to use 'Guest First' or 'Cancel Sure' please quote CSPEN2 to let them know that you heard of them through us.

Availability of Accommodation Your room will be available from 4pm on the day of your arrival.  If you need to arrive earlier please contact us to see if this can be arranged. 

Departure  Guests are requested to vacate their rooms by 10.00am on the day of departure even if you are departing in the afternoon.  You will have access to other public areas in the Centre during that period.

Damage and Liability  Guests and visitors will be liable for the cost of repair or replacement of any damage caused to the buildings, grounds or property of the Centre for which they are personally responsible.

Pets  Guide dogs and hearing dogs are the only pets allowed on the premises.

Smoking  In accordance with legislation no smoking is permitted in any of our buildings.

Data Protection Personal information provided by guests is stored securely in the Centre's records system and will be used solely for the Centre's purposes. It will not be passed on to anyone else.

 

Feeling unhappy about your visit?

PRINCIPLES

Penhurst Retreat Centre is committed to taking all complaints seriously. All complaints will be investigated and a response given in as short a time frame as possible.

 

SCOPE

We assess that there are three different aspects of complaints from the public that need to be addressed. Each will require a different procedure.

 

PROCEDURES FOR A COMPLAINT AGAINST A STAFF MEMBER

a)      This is most likely to come to our attention as a verbal report (either in person or by telephone), or by email.

b)      Unless the complaint is against the Centre Manager, the initial response will be handled by the Centre Manager and will in most cases follow the same mode as how the complaint was initially communicated. The response time guideline is within 48 hours of the complaint being received (under normal circumstances). In all situations a full written record will be maintained.

c)       In the event of a safeguarding issue, the safeguarding policy will take precedence and be followed.

d)      If it is the assessment of the Centre Manager that the complaint does not have substance they will communicate this to the complainant. If this is to the satisfaction of the complainant then it is up to the judgement of the Centre Manager if the staff member referred to is informed. The written record will be destroyed within three months and it is not necessary for the Designated Trustee to be informed. If the complainant is not satisfied then the complaint procedure is escalated to the Designated Trustee.

e)      If it is the assessment of the Centre Manager that the complaint may have some substance, then they will notify the staff member or volunteer asking for their version of events. After hearing the alternative version the Centre Manager will inform the Designated Trustee who will decide if the Centre Manager should continue in the process or if it needs to be handled by the Designated Trustee. A written record of action taken will be sent to the complainant. This communication record will be retained.  Any further communication will be undertaken by the Designated Trustee.

f)       In situations where a complaint is upheld the policy relating to disciplinary procedures will be followed at either a formal or informal level. The Chair of Trustees will be informed of the situation.

g)      If a resolution that satisfies all parties is not forthcoming an independent mutually acceptable external party can be approached. If a solution that satisfies all parties is not forthcoming then the matter shall be referred to the whole Trustee body.

h)      If the complaint is against the Centre Manager the role about undertaken by the Centre Manager will be taken by the Designated Trustee. Their role will in turn be taken on by the Chair of Trustees.

 

PROCEDURES FOR A COMPLAINT AGAINST PENHURST RETREAT CENTRE

a)      In most situations where a complaint is raised against Penhurst, the Centre Manager will be involved in the investigation, the exception being if the Centre Manager is primarily responsible for the subject matter of the complaint, in which case the Designate d Trustee will deal with the complaint.

b)      Again, the initial response will be sent using the same form of communication as the complaint was received. If resolution is reached at this stage there is no need for further action.

c)       If resolution is not reached the Designated Trustee must be involved. The next step will be for a meeting or conference call between the complainant, the Centre Manager and the designated Trustee. Notes will be taken of this meeting including action steps towards resolution.

d)      If resolution is still not achieved the matter will be brought before the entire trustee body for their input on next steps, most likely the involvement of a third party such as another agency or church leaders.

 

PROCEDURES FOR A COMPLAINT AGAINST ANOTHER GUEST

a)      This is most likely to come to our attention as a verbal report (either in person or by telephone), or by email.

b)      In most situations where a complaint is raised against another guest, the Centre Manager will be involved in the response. It should however be made clear at the outset that Penhurst cannot be held in any way responsible for the behaviour of an individual  guest.

c)       If the complaint is about a safeguarding issue, the safeguarding policy shall be followed.

d)      If the situation merits it, the Centre Manager may conduct further clarification with the complainant and other relevant third parties. If he considers the complaint is not an appropriate matter for Penhurst to become involved in, he will refer back to the complainant with his reasoning.

e)      If this response is not to the satisfaction of the complainant then the Designated Trustee should be involved.

f)       If resolution is still not achieved the matter will be brought before the entire trustee body for their input on next steps, most likely the involvement of a third party such as another agency or church leaders.