RESERVATION & CANCELLATION POLICY

"We", "Us", or "Our" shall mean Crockers Henley Limited, a company registered in England and Wales with company number 12071956 whose registered office is at 20 Market Place, Henely-on-Thames, Oxfordshire, HP23 4AF. By reserving a seat, table or guest room at Crockers Henley, you are deemed to have accepted the terms and conditions set out in this policy.

Making a reservation

You can make a dining reservation for Ember or the Chef’s Tables online here, or by calling the team. For room reservations and ‘Dine & Stay’ packages, please email henley@crockersuk.com. Credit card details are required for all reservations. They are securely kept with a third-party site called Stripe and will only be used for cancellation or ‘no-show’ penalties.

Dietary restrictions
We regret we cannot cater for all dietary requirements and allergies, so please get in touch if you have any specific issues. Unfortunately we can not cater for guests with the following dietary restrictions: vegan, dairy, egg or any allergies or constraints that pose a serious risk to a guest’s health and wellbeing. Whilst we take huge care in our food preparation processes, our kitchen is very small and we work with several different allergens on a regular basis.

How long will I have my table for?
At busy times we may ask you to vacate your table after the periods set out below. These times apply from the time of your reservation and not your arrival time.

  • Ember - 2.5 hours
  • Chef’s Table - Lunch: 12 - 3.30pm
  • Chef’s Table - Dinner: 7 - 10.30pm

Cancelling your reservation
Our commercial viability relies on reservations being honoured by our guests, and adequate notice of any changes or cancellations. This cancellation policy is designed to protect our business while offering fair and reasonable terms for those seeking to make a reservation. Cancellations may only be made by emailing us at henley@crockersuk.com or by contacting the reservations team on 01491 529837.

Where possible, we try our best to resell tables or rooms when we receive cancellations. We are proactive in advertising this availability and we exercise discretion where you experience difficult personal circumstances. Where we are successful in reselling your cancelled table or room, you will not be charged any cancellation fee.

Ember cancellation policy
We reserve the right to charge a cancellation fee for any bookings which are cancelled or numbers reduced within 48 hours of your reservation. Should you not be able to give the required notice to cancel or change your booking, or if you do not show up, each person will incur a £25 charge for lunch bookings and a £55 charge for dinner bookings. If the booking is a special event or pre-booked menu, the fee will be the full cost of the agreed menu.

Chef’s Table cancellation policy
We reserve the right to charge a cancellation fee for any bookings which are cancelled or numbers reduced within 7 days of your reservation. Within the first 5 days of the cancellation period will be charged at £30 per head for Friday lunch and £70 per head for the tasting menu, if the table is cancelled 48 hours or less from the booking, the fee will be for the full cost of the menu per head.

What do we do if you decide to cancel?
Where possible, we try our best to resell tables or rooms when we receive cancellations. We are proactive in advertising this availability and we exercise discretion where you experience difficult personal circumstances. Where we are successful in reselling your cancelled table or room, you will not be charged any cancellation fee.

Late arrivals and ‘no-shows’
We will hold all tables for up to 15 minutes after the agreed reservation time. If your party has not arrived or contacted us by phone within 15 minutes after your reservation time, we reserve the right to mark your reservation as a no-show or cancellation. We cannot guarantee that your booking can be fulfilled after the 15 minute timeframe.

Guests failing to show for their reservations is a problem across the hospitality industry, and has a real and significant financial impact on the restaurant. If you do not honour your reservation and do not contact us, you will be charged a cancellation fee set out above. We also reserve the right to refuse future reservation requests from you.

How is this cancellation policy applied?
We reserve the right to vary this cancellation policy. The cancellation policy in place when you make your reservation shall apply. If you do not accept the terms in this cancellation policy, you must cancel in advance of the timescales set out in the table above; failure to do so will result in your deposit being retained or a cancellation fee being charged.

Governing law and jurisdiction
The English Courts will have exclusive jurisdiction over any claim existing from, or related to, this cancellation policy.

Reservation and cancellation policy