Customer charter

We recognise that every detail counts and will work with you at every stage to help you decide what’s right for you.


We are confident that our first class service, delicious food and excellent attention to detail will ensure treasured memories for both you and your guests.

We promise we will:

  • Make you welcome and help you to enjoy the facilities
  • Be courteous, highly trained and happy to assist you at all times
  • Provide a clean, well maintained and comfortable environment
  • Respond quickly and efficiently to requests for services and enquiries
  • Correct things promptly if they go wrong and learn from complaints
  • Respond promptly to your written, telephone and email comments within 5 working days
  • Answer the telephone in a polite and courteous manner
  • Let you know if any equipment is not available prior to use or if there are any changes to your booking, and try to make alternative arrangements
  • Wear name badges and be dressed appropriately
  • Assist you during your visit and take immediate action where possible to resolve any issues

You can expect:

  • Clear and concise information about our services and how to use them
  • A confirmation of your booking and copy of terms and conditions in an easily understood format
  • Rooms to be ready at the required time agreed prior to the event and in the format requested
  • Food and beverages to be served within the time specified by the organiser and agreed prior to the event