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FAQs

Frequently Asked Questions

FAQ

Q What time is check in and check out?

A
Check in is from 3pm, and check out is by 11am the following day

Q Can I check in early or check out late?

A
Early or late check-out isn’t always available. Please contact your chosen Hotel du Vin hotel directly in advance and they will be able to advise you. Contact details for each Hotel du Vin property can be found by selecting your hotel from the hotel locations page.

Q Do you have parking? Is it free?

A
Every Hotel du Vin is different and parking may be limited where available. Please see your chosen hotel for directions and local parking information including charges, or contact the hotel directly. Contact information for each hotel can be found on the individual hotel location page

Q Can we get an extra bed or cot in our room?

A
Extra beds can be booked in advance at an additional £30. Not all room types can accommodate extra beds, so please be aware that you may need to upgrade to a larger room. Cots are supplied free of charge. Any cots or extra beds must be booked in advance of arrival with our Reservations Team on 0330 016 0390.

Q What spa facilities does the hotel have?

A
A Spa facilities vary by hotel. For more information on spa facilities at Hotel du Vin please visit our spa page.

Q Which rooms are accessible and how can I book them?

A
The number of accessible rooms can vary by hotel. For more information on accessible rooms and to make a booking please contact our reservations team on 0330 016 0390

Q What happens if I don't arrive?

A
If you fail to arrive on the day of your booking, the full room price will be charged. Please check the terms and conditions of the package you have booked for details of our cancellation policy.

Q I have a gift card, how do I make a booking?

A
Gift cards cannot be used to purchase any pre-paid or advance purchase rates online. They can be spent in any Hotel du Vin; in the bar, brasserie, spa, or against an overnight stay. They can also be spent at our sister company, Malmaison.

Q How do I get to the hotel?

A
Directions to each Hotel du Vin hotel can be found on the individual hotel’s location page. You can select your Hotel du Vin hotel from our hotel location page.

Q I have allergies, how can you accommodate me?

A
If you have an allergy, please let us know when you are booking your stay at Hotel du Vin so that we can add your requirements to your reservation details.

Q My booking failed online, what should I do?

A
If you have an issue while completing your online booking, please contact the Hotel du Vin reservations team on 0330 016 0390 Opening Hours: 8am to 9pm Monday to Friday, 9am to 6pm Saturday, 10am to 4pm Sunday and 9am to 5pm on Bank Holidays.

Q I've booked via a third party and want to cancel

A
Please contact the company you booked with, they will be able to advise you of the terms and conditions of your booking, and will make any permitted changes on your behalf.

Q I am under 18 can I stay in a room by myself?

A
Guests under the age of 18 cannot stay unaccompanied at any Hotel du Vin hotel.

Q I need a copy of my receipt for my last stay

A
A receipt for your last stay at Hotel du Vin can be obtained by contacting us at enquiries@hotelduvin.com. Let us know which one of our hotels you stayed at and we’ll arrange for a receipt to be sent to you.

Q Can we drop off our luggage at the hotel?

A
Luggage can be left at any Hotel du Vin reception. Please contact your hotel reception to arrange.

Q Do you offer a baby sitting service?

A
Unfortunately Hotel du Vin does not offer a baby sitting service.

Q Is it possible to book a room for the day?

A
It is possible to book a room for the day at Hotel du Vin. Rate vary by date and hotel, please contact our reservations team for more information. Tel: 0330 016 0390 Opening Hours: 8am to 9pm Monday to Friday, 9am to 6pm Saturday, 10am to 4pm Sunday and 9am to 5pm on Bank Holidays

Q Is there a service charge on room service?

A
Room service charges vary location, but are generally 10% - 12% of your order. Please contact your chosen Hotel du Vin hotel for more information.

Q Will Hotel du Vin ever ask me for my credit card details by email?

A
Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.

We will never ask you to confirm any full credit card details, only ever the card type and last 4 digits. If you receive an email or phone call claiming to be from Malmaison or Hotel du Vin asking you to supply the full card details, please do not respond. If you receive such a request, you should report it to our Central Sales Team or our Information Governance Manager.

Where you are asked to send payment for accommodation or services by transfer to a bank account please be certain that this is a legitimate request from us before you proceed. Before sending payment, you should always contact the hotel directly, by using the contact details published on our brand websites, and ask to speak with the hotel accountant to check the receiving bank details is one of our valid business accounts. Any email address from us requesting this type of payment will always be from an email address in the format of @malmaison.com or @hotelduvin.com and no other email address variants are valid for asking for this sort of payment.