Hotel Tips/Gratuity Policy

We add a 10% service charge to all bills where table service has been provided which is entirely distributed to our staff. Customers may ask for this charge to be removed if they were dissatisfied with the service they received or if they would like to tip a different amount (this amount will still be processed in the same way as the standard service charge). Customers may also choose to add a tip on top of the listed service charge which will also be processed in the same way.

Regardless of payment method (cash, card, or otherwise), all tips are distributed to staff on a weekly basis using an in-house Tronc system and are paid in full in addition to National Minimum Wage/National Living Wage.

Customer Booking Charter

The following Terms and Conditions apply to all bookings made. We kindly ask you take a moment to read them.

The Company enters an Agreement as principal for Bookings made for the hotel and as agent where a Booking is made for a hotel that it operates on behalf of the Hotel Owner. In these Terms and Conditions the following definitions apply:

“The Agreement” is your Booking Confirmation and the Terms and Conditions; “The Company” is The Swan Hotel Market Street Limited;

“The Hotel” is the premises for which your Booking is made;

“The Owner” is the Owner of the Hotel as mentioned on the booking confirmation;

“The Booking(s)” includes accommodation, functions and any event bookings made;

“The Guest(s)” is the person, company or other body responsible for the Booking;

Guests may book in advance or on arrival. Rooms are subject to availability and the Company reserves the right to refuse any Booking for good reason. Accommodation must be paid for at least 7 days prior to arrival. Final settlement is required on your departure. Guests may be required to fully prepay or provide a deposit at the time of the Booking, or, on arrival at The Hotel; at the Managers discretion.

The prices quoted are a total for your requested stay. Any meals or other services are included on final invoice. A minimum length of stay, deposit, cancellation charge, and other conditions may apply to certain rates, as specified.

Your invoice will show each charge line item inclusive of VAT for our goods and services for which VAT (at the current rateable value) is applicable to.

You will be asked to provide a credit/debit card at the time of the booking to secure your reservation. Full payment will be taken 7 days prior to arrival. By booking you are authorising the further debiting of the card provided upon booking for the final invoice total. If you wish for payment to be split over multiple cards, please provide us with the details of other cards to be charged (or request the relevant cardholder contact us to provide us with those details).

Guests are advised that due to the high demand for accommodation for calendared events (for example: Badminton Horse Trials, Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, etc.), during these times, 50% of the total cost of the booking will be taken at the time of booking. This payment is completely non-refundable nor is it transferable. The remaining amount will be taken 14 days prior to arrival and is non-refundable (except in the instances outlined in the Cancellation/Non-Arrival section).

We accept all Credit and Debit Cards. The Guest must pay all outstanding charges on departure from the Hotel.

Cancellation / Non-Arrival
For any booking(s) cancelled at least 8 days prior to arrival, there will be no charge for cancellation. If a booking is cancelled 7 or less days prior to arrival, the booking will be non-refundable except in the instance that the room(s) are resold for the price originally agreed upon when the booking was made. In the event that the room(s) are resold for the price of the original booking then a full refund can be made to the guest. In the event that the room(s) are sold for a discounted price then the guest may be refunded equal to the discounted cost. The guest may not be refunded more than they originally paid.

For any booking(s) made directly through us (by phone, email, or our website), cancellation must be submitted via email. For any booking(s) made through an agent (Laterooms,, Expedia, etc.), cancellation must be done via the site through which it was booked (if you are unsure of how to do this, be sure to contact the customer service team of the company used to book the room and they will be able to talk you through the cancellation process or cancel it on your behalf).

Guests are advised that due to the high demand for accommodation for calendared events (for example: Badminton Horse Trials, Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, etc.), during these times, for any bookings cancelled 14 or less days prior to arrival, the room(s) will be re-opened for resale. In the event that the room(s) are resold then a refund equal to 50% of the price that the room(s) are resold for can be made (up to 50% of the price of the original booking). 

In the event a refund is required, it can be provided by card over the phone by calling us on 01453 843004.

Block Bookings
A non-refundable deposit of 25% of the total cost of the booking is required to secure the booking and the full balance is due to be paid 2 months before the arrival date. Guests may check in from 4pm and must check out by 12 noon on the day of departure. If guests require an early check in or late check out, there will be a £50 surcharge. All guests will have a 20% discount on food over the duration of the stay (this cannot be used in conjunction with any of our food offers).

In the event of any damage (fixable or otherwise), caused by deliberate, negligent, or reckless acts of the guests and/or their guests and/or sub-contractors to the Hotel’s property or structure, whether reported or unreported, we reserve the right to make a charge to guest’s credit/debit card, and/or send an invoice for the amount required to make good or remedy any such damage, to the address/email address attached to the booking. We will, however, make every effort to keep any costs that the guest(s) would incur to a minimum.

Loss of Keys
In the event that customers take room keys with them on departure, they will be subject to a charge equal to the cost of cutting new keys and acquiring a new wooden fob or, if necessary, the cost of replacing the room’s lock unless the keys can be returned to us in good condition and in an acceptable period of time (we would ask guests to contact us as soon as they notice). All keys have a wooden fob attached to them with an address and postcode for the hotel so that the keys can be returned by post.

By using our WiFi, you agree to the following:

You will not be using it for any illegal or unsavoury activities including but not limited to:

  • Viewing or distributing child pornography
  • Pirating or illegally viewing any media in any form including but not limited to streaming, torrenting, P2P (peer to peer), and via direct downloads
  • Illegal distribution of content including but not limited to the above means
  • Gaining unauthorised access to devices, files, accounts, websites, etc.
  • Scamming another party
  • Threatening, harassing, defaming, slandering, libelling, or bullying anyone through whatever means (be it social media, forums, comment sections, emails, instant messaging services, et al.)

Whilst we strive to keep the WiFi accessible at an acceptable speed at all times, we can not be held responsible for maintenance, or any other problems regarding the internet service provider(s).

We can not be held liable for, nor can we control the websites you visit or the internet services you access, as such, we can not guarantee that they are error-free, reputable, or malware free.

When using The Cloud, you will be required to sign up/log in with Sky, as such, you will need to adhere to Sky’s terms and conditions as well.

Change of Booking Details
Reservations may be amended in line with the Booking conditions. Changes may be made subject to those conditions and any deposit/prepayment held is subject to those booking terms at the time of the original reservation.

Additionally, all of our rooms are listed individually as they all have a different character to them, but there may be occasions where we need to move your booking to a different room (e.g. to help another guest that may have mobility issues, if you have requested a twin/double and the room you booked is not set up as such on the day, you may be moved to one that is, if there is an issue with the room, if a room in the main hotel building is available instead of the side of the building that has been converted from flats, etc.), in these instances you will be moved to an equal or higher quality room and the price will remain the same as what was quoted at the time of booking. When a booking is moved by us, you may not receive an email confirmation of this change.

Changes to the arrival date, departure date or room type is subject to availability at the time the change is requested and may result in a possible rate change.

Please note that we have a luggage weight limit of 20kg per bag, if any bag exceeds this weight, then we will be unable to carry it to your room for you. Staff also have the right to refuse to carry luggage if they do not believe that they can do so safely.

Arrival and Departure
Guests may check-in at any time from 3:00 p.m. on the day of arrival. All rooms that have been secured by credit/debit card will be held until 11.00am the following day.

On the day of departure we kindly ask all guests to vacate their rooms by 11.00am (unless a later departure is stated as part of your booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate.

Dinner, Bed, and Breakfast
Bookings for dinner, bed, and breakfast include one 2 course meal from our dinner set menu each day and a cooked breakfast on each morning. If you choose to have 3 courses, there will be an additional charge as listed on the menu and if you choose to eat with us both at lunch and dinner, one meal will be chargeable at the standard menu price. Certain menu items (such as steaks) may have a supplementary charge to be paid and this will be listed next to any relevant item. If you ask for certain extras at breakfast, there may be an additional charge which you would be informed of upon making your request. There will be no discount or refund providable in the event that anyone chooses to not eat with us on a particular day or if anyone chooses not to have a cooked breakfast on any morning.

Cooked Breakfast
Unless agreed otherwise, all bookings are inclusive of a light breakfast. If you pay an agreed supplementary charge to add a cooked breakfast to your room booking, this charge will not be refundable in the event that any member of your party chooses to order a cheaper breakfast option or if they choose to not have a cooked breakfast on any morning. If you ask for certain extras, there may be an additional charge which you will be informed of upon making your request.

Loyalty Card
1. By completing our application form and using the Loyalty Card you accept the below terms and conditions.

2. The Card cannot be used in conjunction with any other offers or promotions unless otherwise stated in the offer itself.

3. The Card must be presented at the time of purchase to receive/redeem points.

a) Only one card per transaction may be used to receive/redeem points.

b) Points will not be added retroactively in the event that the Card Holder does not present their card for any transaction.

4. The Card Holder will receive 1 Point per full Pound spent and each point is currently worth 8p

5. Points cannot be exchanged for cash or transferred between Loyalty Card Members.

6. Loyalty Card Points can be collected on food, drinks, and bar snacks.

7. We reserve the right to exclude certain products lines from the Loyalty Card Scheme.

8. A maximum of £50 can be collected in any one transaction.

9. A maximum of £100 can be on the card at any given time. All points earned over this limit will be lost.

10. The Swan Loyalty Card remains the property of The Swan Hotel.

11. The Swan Hotel reserves the right to amend or withdraw the card and/or scheme without any notification or compensation

12. In the event that the Hotel shuts partially or fully for any duration and for any reason, there may be no notification and there will be no compensation due.


a) If a Loyalty Card member is barred from the Swan Hotel, then all Points on their card will be forfeit and they must return the Loyalty Card to the Swan Hotel within 48 hours.

b) If you believe that you were unfairly barred, you may appeal by email and a manager will investigate.

c) The appeal must be submitted within 7 days of being barred to give us time to check our CCTV, talk to the members of staff that were on duty at the time and, if necessary, other people that were present at the time.

d) The manager’s verdict is final.

14. Information will be held on our database but will not be accessible to any other third parties in accordance with the Data Protection Act

15. By providing us with your email address, you agree to receive any newsletters as well as any details regarding offers or the Loyalty Card Scheme itself.

16. In the event that a card is lost or damaged, a new card will cost £5 to replace and may take up to 48 hours to replace (all points will carry over to the new card).

17. Once the application form is complete, it will take at least 48 hours to activate the loyalty card. Once the card is activated, if you fail to pick your card up from the Hotel within a month then your details will be removed from our system and you will have to fill out another application form.

18. Whilst your Card does not have a fixed expiry date, if you have not used your Card to make a purchase for 3 months or more, your Card may be cancelled and any remaining points on it may be lost without compensation.

Conflict of interest
(i) A situation that has the potential to undermine the impartiality of a person because of the possibility of a clash between the person’s self-interest and professional interest or public interest.
(ii) A situation in which a party’s responsibility to a second-party limits its ability to discharge its responsibility to a third-party.

We do not have on-site parking, but there is a free public car park called The Chipping Car Park which is a couple of minutes walk from the Hotel (around 100yards up the road). We do have a loading bay just outside the hotel which can be used to bring your luggage in, but you can only park there for around 20 minutes. Please contact the hotel directly for more information.

Hotel Events
Please be aware that at certain times throughout the year we may host weddings, live music, events, and parties, which you may feel would be an intrusion on your break. Please contact the hotel directly for further information.

If you have a problem
In the unlikely event that you have a problem during your stay you must bring it to the attention of the hotel management at the time to ensure that we have an opportunity to rectify the problem during your stay. If issues are not brought to our attention immediately or if you are aggressive or verbally abusive towards our staff, any compensation may be forfeit.

If you are not satisfied that the issue has been resolved fully, please submit details in writing as soon as possible to David Harrison or Deborah Fry, Hotel Management, The Swan Hotel, 16 Market Street, Wotton-Under-Edge, Gloucestershire, GL12 7AE; or email

Festive Menu
A non-refundable deposit as specified on the menu will be required upon booking with the rest of the balance to be paid on the day. A pre-order must be placed 7 days prior to the date of the meal at the very latest with any alterations being made 48 hours prior to the date of the meal at the very latest. If there are some people who ‘might be coming’ and this isn’t able to be confirmed until much closer to the time, if they come to the meal, they will be due to be paid for on the day, after the meal (please bear in mind that if anyone arrives on the day without prior notice or with no pre-order, their meal may be slightly delayed and certain items on the menu may not be available and this may delay your meal.).

Christmas Day Meal
You will be required to place a pre-order for your meal by 1st December, if you need to make any alterations, they must be made 7 days prior at the very latest. A non-refundable deposit as specified on the menu is required upon booking with the rest of the balance to be paid on the day.

A non-refundable deposit of at least 25% of the total cost of the function must be paid upon confirmation of the details of the function with the remaining balance to be paid at least 14 days before the date of the function, this is also non-refundable. Any alterations should be made at least 7 days prior to the date of the function.

When booking a sit-down meal, you will be required to place a pre-order 7 days before the date of the meal at the very latest, any alterations must also be made at least 7 days prior. Everything must be pre-ordered from the same menu; you can not mix-and-match between bronze, silver, and gold menus.

If there is no food being served at the function, there will be a per hour room hire charge that will be agreed at the time of booking that will be due to be paid 14 days prior to the date of the function.

Deferring Bookings/Reservations
At the manager’s discretion, a room booking may be allowed to be deferred to a future date. If the guest chooses to defer their booking, the  amount that has been paid to the Hotel will be classed as pre-paid and non-refundable and even in the event that the room is resold on the original date, no refund will be providable. All deferred bookings are subject to availabilty and you may be asked to pay the difference in price if there are only superior or executive rooms available or if the original price quoted was discounted and the new date is is not eligible to be discounted.

At the manager’s discretion, the normally non-refundable deposit paid for a table reservation/function may be allowed to be applied to a future table booking/takeaway order/function/room booking/etc.. In this instance, the deposit remains non-refundable and must be used in one transaction. Any excess deposit remaining after the meal has been paid will be lost if it remains unused.

Licensing and Statutory Regulations
The Company, Hotel, functions and conferences are subject to Statutory Regulations including those relating to fire precautions and entertainment. The regulations should be observed and adhered to in such an event; a copy is suitably located in your room. The provisions of the Licensing Act 1964 as amended must be adhered to.

(i) This clause sets out the entire financial liability of the Company (including any liability for the acts or omissions of its employees, agents, consultants and subcontractors) to the Guest in respect of:

any breach of this Agreement; and

any representation, statement or omission (including negligence) arising under or in connection with this Agreement.

(ii) All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this Agreement.

Nothing in this Agreement limits or excludes the liability of the Company:

For death or personal injury resulting from negligence; or

For any damage or liability incurred by the Guest as a result of fraud or fraudulent misrepresentation by the Company.

(iv) The Company shall not be liable for any special, indirect, consequential or pure economic loss including but not limited to loss of profits, loss of business; depletion of goodwill and/or similar losses.

The Company’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of this Agreement shall be limited to the value of the Agreement.

(v) The Company does not accept liability for loss or damage to any object, equipment, furniture, stock or any other property brought onto the premises by the Guest or persons authorised by the Guest. Public areas, cloakrooms and facilities are provided for convenience of the Guests; but any property deposited there is entirely at your own risk.

The Company will endeavour to assist Guests with storage of their equipment etc. but it excludes liability for the loss or damage of those items.

Force Majeure
The Company shall not be in breach of this Agreement if it does not provide the services under this Agreement due to the following circumstances:

Industrial action by the Company’s employees

Industrial action by the staff of one of the Company’s suppliers

Fire, lighting, explosion, riot, civil commotion, malicious damage, extreme weather conditions, storm, flood, burst pipes, earthquake , terrorism and the

Hotel being damaged or destroyed.

Postal bookings which do not reach the Company

Breakdown of machinery, or any failure to supply the Hotel with gas, electricity, water and so on, outside the control of the Company.

If any of the above occurs the Company will do its best to avoid any inconvenience to you or your Guests.

The Company shall have the ability to assign, subcontract or transfer any of its rights or obligations under the Agreement as it sees fit.

Third Party Rights
None of the terms of the Agreement are intended to be enforceable by any third party nor is it intended that this Agreement will confer any right on any person pursuant to the Contracts (Rights of Third Parties) Act 1999.

No variation of this Agreement shall be valid unless it is in writing and signed by, or on behalf of, each of the parties.

Failure to exercise, or any delay in exercising, any right or remedy provided under this Agreement by law to the Company shall not constitute a waiver of that (or any other) right or remedy, nor shall it preclude or restrict any further exercise of that (or any other) right or remedy.

If any provision of the Agreement (or part of any provision) is found by a court to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of this Agreement, and the validity and enforceability of the other provisions of this Agreement shall not be affected.

Right of Set Off
The Company shall have the ability to deduct any sums owed to it by the Guest against any sums it owes whether any such sum is present or future (whensoever arising), liquidated or unliquidated, under this Agreement or not. Any exercise by the Company of its rights under this clause shall be without prejudice to any other rights or remedies available to it under this Agreement or otherwise.

The Agreement shall be governed by laws of England and Wales and Courts of England and Wales shall have exclusive jurisdiction to settle any dispute that arises out of or in connection with this Agreement or its subject matter or formation

Website Information
While all reasonable efforts have been taken to ensure the accuracy of information on this website the Company do not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on the site without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product.

The content of the website is the copyright of the Company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.

Trademarks used on the website are the property of the respective Owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites.

Hotel Management: Booking Charter Updated: 15th of November 2023