Longcroft Luxury Cat Hotel

Terms and Conditions

The contract between us

By confirming your booking you are agreeing to our terms and conditions. We must receive payment in full for the service intended unless 28 days notice is given in the event of change or cancellation of the booking. Approximately 30% of the total booking fee will be charged to secure your booking which is non-refundable and non-transferable.

Viewings

We want you to be absolutely sure that Longcroft is the perfect choice and are pleased to offer viewing days at the discretion of each hotel owner (usually Saturdays) and by appointment only.
Please contact your local hotel to make an appointment.

Check in and Check out

As much as possible we tailor check in and out times to suit our customers individual needs, please give us an indication of this on your booking form and we will do our utmost to accommodate.
In the unusual event, your cat has not been collected within 14 days of the agreed check-out date, and no communication has been received from the owner, a decision to rehome the guest will be made at Longcroft’s discretion.

Enrichment

We offer a tailored approach to each guest’s stay. This includes a selection of different diets, treats, play and enrichment. Our suites are designed to allow a relaxing yet fun and engaging environment including multi level platforms, plenty of space to play, fresh air circulating and views over the garden to watch the birds and squirrels play. Covered areas to hide and several scratch posts. Each guest can choose from a selection of new and unused toys ranging from feather wagglers to catnip mice and laser pointers. We recognize each guest has a different play style and we tailor the play sessions accordingly.

Deposit and days charged

We are happy to accept payment in the form of direct transfer, cash or cheque which will become due 48 hours prior to check in.
The day of arrival, day of departure and all days booked are charged for.
Approximately 30% of the total booking fee will be charged to secure your booking which is non-refundable and non-transferable.

Double suite rate is charged on Christmas Day, New Years Day, Boxing Day and Easter Sunday.

Longcroft’s Cancellation Policy

We require 28 days notice in the event of a cancellation. If we are notified outside of this period the full balance will be required unless we are able to offer the stay to another client where a partial refund may be offered at our discretion.

Over the Christmas period, we adopt a minimum stay fee of 14 days and in the event of any holidays being shortened to less than 14 days the minimum stay fee of 14 days will still apply.

Short Stay Fee

For stays under seven days we charge an additional fee of £20.00 per booking. Longcroft is happy to accept guests for stays under three days although our minimum booking fee is charged at three days plus our £20 short stay fee.

This takes care of the additional hours sanitising plus the extra litter that is disposed on shorter stays. It is very important to us to keep the quality of our service both on long and short stays, therefore we are reluctant to use poor quality litter as it is important to us to make each guests stay as comfortable as possible, whether it be for three days or three months.

Health and Vaccinations

A condition of your cat’s stay is that your cat is in a fit and healthy condition and has proof of vaccination against Feline Influenza and Enteritis. Guests are boarded at the sole risk of their owners and whilst every care will be taken, Longcroft Cat Hotel cannot be liable for illness, injury or death of any animal in their care.
If your cat should appear unwell whilst in our care, we will first try to contact your own vet. Should this not be possible for any reason, we will enlist the services of our Veterinary Surgeon, fees may be applicable. Any fees incurred as a result of a pre-existing condition will be the responsibility of the owner and must be settled by the owner at check out.

We are unable to accept unneutered  guests over 9 months of age.

Transportation

If you require a private chauffeur to collect or drop off your cats from an address please let us know and we will gladly provide a quote from our small fleet of drivers. 

In the rare event that we need to escort your cat to the vets for an emergency or a routine appointment this will be done by the hotel owner and usually to the closest available veterinary practice be that the customers local practice or the hotel owners local practice. 

Share The Love, Refer a Friend and Competitions

The ‘Share The Love’ voucher is valid for the Longcroft hotel as mentioned on the leaflet and both you and your friend would need to book at the this hotel in order to receive the upgrades. Upgrades are available for up to 18 months after the time of ‘the friend’ confirming their booking by paying their deposit. Please mention the referee at the time of booking. The upgrades available may include 2 A La Cat meals or a mini groom or extra play sessions or a Longcroft postcard and will be tailored to each guest as suggested by the hotel owner and agreed by the owner.

All competition prizes are as stated, subject to availability and our vaccination protocol.

Longcroft Luxury Cat Hotel Barnet AWBOARD/21/53807

Longcroft Luxury Cat Hotel Bury St Edmunds LN/000000883

Longcroft Luxury Cat Hotel Chelmsford 18/00912/BOARD

Longcroft Luxury Cat Hotel Cole Green LN/000009199/2022

Longcroft Luxury Cat Hotel Cuffley LN/000010297/2019

Longcroft Luxury Cat Hotel Fontwell  LN/13238

Longcroft Luxury Cat Hotel Four Marks 39498

Longcroft Luxury Cat Hotel Fulwood AW_AB0047

Longcroft Luxury Cat Hotel Kenley AWL26

Longcroft Luxury Cat Hotel Letchworth NHANI/6861

Longcroft Luxury Cat Hotel Liphook LIC/092871

Longcroft Luxury Cat Hotel Luton 180335

Longcroft Luxury Cat Hotel Margate LN/201900067

Longcroft Luxury Cat Hotel Norbury 18/00014/ABOR

Longcroft Luxury Cat Hotel Southport MA032100

Longcroft Luxury Cat Hotel St Albans LN/201200498

Longcroft Luxury Cat Hotel Tring M050669

Longcroft Luxury Cat Hotel Welwyn LN/000005080

Longcroft Luxury Cat Hotel Winchmore Hill LC202203-74312

Longcroft Luxury Cat Hotel Four Marks

Privacy Notice

Longcroft Luxury Cat Hotel Four Marks is committed to protecting and respecting your privacy. We understand that your privacy and the security of your personal information is extremely important. As a company we are committed to protecting your privacy when you provide your details for our services, buy our products or interact with us in any way. It is important to us to respect your privacy in everything we do and ensure that you are always clear on how your personal information is used. This Privacy Notice explains what personal information we collect, what we do with it, our legal basis for processing and how we secure your information. We will also explain your rights in relation to the personal information we hold about you and how you can exercise your rights or register a complaint.

April Carr is the data controller and is registered with the Information Commissioner’s Office.
12 Fairfield Green
Four Marks
East Hampshire
GU34-5BL
01420 617015
fourmarks@longcroftcathotel.co.uk

Personal information we collect:
We only collect information we need to provide our services and products. We currently collect and process the following personal information: name and surname, address, telephone number, email address. Name and telephone number of a nominated UK based emergency contact. You are under no obligation to provide any information but if you do not, then it might be impossible for us to provide our services or products and deliver our contract with you.

How we obtain and use personal information:
All of the personal information we process was provided directly by you for one of the following reasons:
a) Providing our contracted services
b) You bought a product from us or requested a quote.
c) To respond to enquiries, correspondence.

We also receive information through suppliers and customers as part for our services. Our publishing clients pass on the order details of customers in order for us to provide our shipping services.Legal basis for processing personal information:
As a company we provide different services and our legal basis for collecting and using the personal information described in this Privacy Notice will depend on the type of personal information and the specific context in which we collect and use it.
We will normally collect and process your personal information only when you have given your consent or when we are providing our services as part of our contractual obligations. In some cases, the processing of your personal information may be based on our legitimate interest as a company but not when overridden by your data protection interests or fundamental rights and freedoms. We may also have a legal obligation to collect personal information to meet our statutory obligations. We always process personal data legally as required by law.

What we do with the information:
We use personal information in the following ways as part of our business operations:
a) To provide our contracted fulfilment services.
b) To contact you following your enquiry or to reply to questions.
c) To deal with complaints.
d) To provide information required by law.

Sharing of Information:
We do not share information with third parties unless we have notified you as part of our contracted services or
we are legally required to do so. In most cases the sharing will be related to the contracted services we provide to
you.

How we store your information:
We have put in place appropriate organisational and technical measures to meet our legal obligation to ensure the security of your personal information. We use industry standard security and firewalls. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of your information. We keep personal information for only as long as necessary for our business purposes and to meet our legal and contractual obligations. In most cases, our retention period will come to an end when we no longer
require your information and is deleted six years after your relationship with us ends. We dispose of information by deleting it from all our systems and securely disposing of paper files. Our CCTV footage is stored on the internal hard drive of the monitoring system can only be viewed by our data controller and is wiped after 31 days.

Cookie Notice
We use cookies on our website to enhance your browsing and purchasing experience and to generally ensure the efficient running of the website. Cookies are small files normally consisting of letters and numbers which store information on the user’s device. They are used in numerous ways, such as to analyse visitor traffic to our website through Google Analytics and to help the website load faster. We also have links on our website and to our social media sites. Some of the cookies on our website are classified as non-essential cookies which you can
decline. Personal information we collect when you visit our website includes information about your device and IP address.

Your data protection rights:
Under data protection law, you have individual rights pertaining to your personal information, including:
a) Your right of access – You have the right to ask us for copies of your personal information we hold.
b) Your right to rectification – You have the right to ask us to correct information you think is inaccurate or complete information you think is incomplete.
c) Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances. We maintain a retention policy and will inform you if we are not able to delete your information immediately.
d) Your right to restriction of processing – You have the right to ask us to restrict the processing of your information in certain circumstances.
e) Your right to object to processing – You have the right to object to the processing of your personal data in certain circumstances.
f) Your right to data portability – You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.
g) Rights in relation to automated decision making and profiling. Our company does not make use of automated decision making.
You do not need to pay a fee for exercising your rights. If you make a request, we are required to respond to you within one month unless there are reasons why it will take longer to collect the information you requested. If that is the case, we will inform you. In some cases, we will require you to provide proof of your identity if we are unable to confirm your identity through other information we hold about you. This is required to ensure the security of the personal information we hold and to meet our legal obligations.

Please contact our Data Controller if you want to exercise any of your rights.

How to complain:
In the first instance please send complaints to our Data Controller. If you are not happy with the response you receive, you can send your complaint to the Information Commissioner’s Office (ICO).
Information Commissioner’s Office: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113, www.ico.org.uk

From time to time we may update or change our services. This, and our commitment to protecting the privacy of your personal information, may result in periodic changes to this Privacy Notice
Last updated May 2022