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Reservation & Cancellation Policy

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, RG9 2AH. 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

Making reservations online is the quickest and easiest way to join us at Crockers Henley. Credit card details are required for all reservations. They are securely kept with a third-party site called Stripe and will be used for cancellation or ‘no-show’ penalties. Also a deposit will be charged for room reservations, the chef’s table and any ‘dine and stay’ packages. 

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 when you experience difficult personal circumstances. If 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 £50 charge for lunch bookings and a £50 charge for dinner bookings. If the booking relates to a special event or a pre-booked menu, the fee will be the full cost of the agreement.

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 equal to the full price of the menu you are booked for per head.

The Quarters (accommodation) cancellation policy

If you cancel your room booking within 72 hours of arrival or do not show for a reservation, we reserve the right to charge the full room rate. 

If you need to change your room reservation up to 72 hours before your arrival, we will make every effort to accommodate a transfer to an alternative future date, subject to availability. Please kindly note, however, that as our rooms are individually priced and our rates are subject to seasonal changes, this may result in an increase in the price you will pay. We are able to make reservations 6 months in advance.

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 when you experience difficult personal circumstances. If 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. We cannot guarantee that your booking can be fulfilled after the 15 minute time frame.

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.