Terms & Conditions

 

 

 

 

 

 

 

 

 

Hotel Bookings

You can book direct on our website, by phone, email, or via an on line travel agent. All bookings will be confirmed to you once the hotel has received credit/debit card details as a guarantee.

Group Bookings

You can book up to 4 rooms via the website. A booking of 5 rooms or more, we class as a group. Please contct the hotel direct. Rates, payment and cancellation policy is different for a group.

Corporate Bookings 

If you are a frequent business traveller, we may be able to offer a corporate rate. Additional special terms and benefits may apply. Please contact the hotel direct to discuss setting up a coroprate rate. 

Hotel Booking Cancellation & Amendment 

Bookings can be cancelled or amended up to 2pm, 24hrs prior to arrival. Cancellation after this will result in the full amount being charged. Rates may differ if your booking is transferred to an alternative date.

Bookings made via an agent can only be cancelled or amended by the agent direct with the hotel.

If you need to cancel or amend your booking within 24hrs of arrival due to COVID-19, we can cancel your booking or transfer your booking to another suitable date with no charge, however rates may differ between dates. 

If we are forced to close a hotel due to COVID-19, bookings will be transferred to a later date or cancelled at no charge.

Payment Transactions

For individual bookings full payment is taken 24 hours prior to arrival. Group payment transactions are different.

Your rate does not include any incidental charges which you may incur during your stay and these are payable on departure. If your account is in excess of £100, the hotel reserves the right to charge the card provided. 

We accept all major credit and debit cards (not Amex or Diners), but no longer accept cash throughout the hotel.

Checking In & Out 

You can check in from 3pm, however you are welcome to arrive earlier to park your car and use the hotel facilities. Check out is 11am. If you require an early check in or late check out, we can’t guarantee this - but will always do our best on the day.

Smoking & Vaping Policy

It is against the law to smoke in the hotel. (Vaping is also not permitted). Guests who smoke in their rooms will be charged £100 for additional cleaning, plus the cost of a night’s stay if the room is unable to be sold the next day.

Damage to Property

If you cause damage to the room or any part of the hotel, your credit/ debit card will be charged with the replacement value. (This includes damage by a pet.)

Considerate Behaviour

We all appreciate politeness. Please be considerate to fellow guests, and also to our team who are working very hard to look after you, both in customer facing roles and behind the scenes. We value our team very much, and will not accept behaviour towards them, that could be construed as rude or aggressive. If this does happen, the company reserves the right to  cancel your booking, and ask you to find an alternative place to stay.

Complaints

From time to time things will not go to plan. If there is something you are not happy with, please tell us whilst you are here, so that we may have the opportunity to put it right. 

Website Terms & Conditions

Our terms and conditions of use explain how you (the user) may use this website and its content. You should read these terms carefully before using the site. By using the site you agree to be bound to these terms. If you do not agree with any of these terms, you should stop using the site immediately.

Changes to Terms & Conditions

The company reserves the right to modifiy/replace/withdraw/add rates, products, services & terms and conditions at any time and without notice.

 

 

 

 

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Customer Reviews

Perfection

Great hotel, really friendly and helpful staff giving a warm welcome. Superb quiet and comfortable room with spotlessly clean ensuite bathroom.

Easy free parking and good quality Wi-Fi. Continental breakfast was very good, fresh fruit and a good cereal selection. Excellent coffee!

Many thanks.

Simon M - UK
Excellent

Lovely room and super friendly staff, pleasent location with only a short walk down hill to the town.

Spotlessly clean and good Covid measures in place. Tea coffee supplied as you need it and towels available on the landing as required if you need more than supplied in the room.

Highly recommended.

222gavinr- UK
Very comfortable stay

My wife and I stayed one night in this hotel while touring in Cornwall. It could not have been a better choice for us. The staff were very welcoming and helpful, and the room had a huge king size bed (wider than length) in a very comfortable room. Despite being on a main arterial road into Truro centre, it was very quiet at night and we could sleep with the window open. 10min walk into the town centre that has a wide range of restaurants, shops and facilities, although it seemed like a 20min walk back up the hill to the hotel! Good range of food for breakfast too. No dining facilities otherwise, but the hotel supports guests ordering take-aways if wanted.

barrystuart2017 - Bedford, UK
Truly an old fashioned customer based warm welcome

From the point of walking in the door the welcome was truly felt, nothing was to much trouble. Our dog was met with the same greeting and even had his very own welcome pack, there is a pet friendly walking area, a dog shower and towels to dry your pooch.

As for us humans, we were able to bring in and eat our takeaway in the dining area, hotel plates and cutlery was provided. The bed was amazingly comfortable, the shower room was spotless, all in all I would highly recommend this hotel and will definitely stay again if I'm down this way again.

V8820MTkathyc - Clayton, UK
Gem of a place

We arrived with our Cockerpoo Parker to a very friendly welcome. Our room was clean and to a high standard although compact.One nice touch was they provided a fan as the weather was warm. Everything you wished for appeared to be catered for. We were amazed at all the lovely touches and facilities there were for dogs. You could even order take aways and eat in the lounge if you wished although Truro offers quite a few doggy friendly places to eat. There was also a bar. Breakfast was delicious too. We’d definitely be back we loved our stay thank you.

Alijon1 - Benfleet, UK
Friendly and welcoming

I really enjoyed my stay at the Merchant House. The single room was clean and big enough. We stayed four nights and the system put in place during the pandemic, made me feel comfortable and well looked after.

Staff were welcoming, friendly and very helpful. They wore masks when serving breakfast and had a great system in place for social distancing. Facilities were great. A fridge downstairs and a packed breakfast if you're leaving really early, was a great idea.

I will be going back, it's lovely and comfortable. A great base for when you're travelling all over Cornwall.

Caroline B - London, UK

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Merchant House Hotel

49 Falmouth Road, Truro, Cornwall

Tel: +44 (0)1872 272450