Last Updated: September 2023
Our contact details:
Captain’s Club Hotel & Spa
Wick Ferry, Christchurch,Dorset,BH23 1HU
The types of personal information we collect:
We currently collect and process the following information:
• Personal identifiers (for example, your name and contact details, including your postal address,
billing address, email address, telephone or mobile number);
• Payment Card Information (as part of payment processing);
• Government identification (for example, passport to verify traveller identities);
• Technical information (for example, IP address location, cookies, device data via our website);
• Information related to your hotel stay.
How we get the personal information and why we have it:
Most of the personal information we process is provided to us directly by you for one of the following
• To create an account or profile with us;
• To make reservations, accommodation request or payments;
• Job applications
• Submitting comments, reviews or others user-generated content;
• Connecting or interacting with us through social networks (e.g. Facebook, Instagram or Twitter);
• Requesting customer or technical support
We also receive personal information indirectly, from the following sources in the following scenarios:
• Your information may be provided to us by a person named as the lead guest on a booking;
• Your information may be provided to us by an event organiser.
We use the information that you have given us in order to
• Provide you with products and services
• Respond to your questions, complaints or reviews of our products or services;
• Send you communications about online transactions, product information, adverts, promotions,
electronic newsletters or other offers tailored to you;
• Track the effectiveness of our ad campaigns
• Comply with laws and regulations;
We may share this information with companies that are unconnected us where sharing is necessary to
fulfil your requests or provide products and services to you.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing
this information are:
(a) Your consent. You are able to remove your consent at any time. You can do this by contacting
(b) We have a contractual obligation.
(c) We have a legal obligation.
(d) We have a legitimate interest.
How we store your personal information
Your information is securely stored.
• We keep Personal identifiers (for example, your name and contact details, including your postal
address, billing address, email address, telephone or mobile number) for as long as strictly
necessary and in any event no longer than seven years from our last interaction with you;
• Payment Card Information is stored for as long as is necessary to guarantee a reservation and to
process payments during and at the end of your stay. All credit card information provided is
stored on the secure servers hosted by our third-party reservation system, Guestline Ltd. Any
payment transactions are carried out through our provider of payment services and will be
encrypted with the latest security.
• Government identification for as long as strictly necessary;
• Technical information for up to seven years from our last interaction with you. and
• Information related to your hotel stay for up to seven years from our last interaction with you.
We will then dispose of your information by permanently deleting it from our systems.
Your data protection rights
Under data protection law, you have rights including:
Your right of access - You have the right to ask us for copies of your personal information.
Your right to rectification - You have the right to ask us to rectify personal information you think is
inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure - You have the right to ask us to erase your personal information in certain
Your right to restriction of processing - You have the right to ask us to restrict the processing of your
personal information in certain circumstances.
Your right to object to processing - You have the right to object to the processing of your personal
information in certain circumstances.
Your right to data portability - You have the right to ask that we transfer the personal information you
gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one
month to respond to you.
Please contact us at email@example.com if you wish to make a request
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Terms and Conditons
“Advanced Purchase Rates” means rates as specified at clause ….
“Best Available Rates” means rates as specified at clause ….
“Booking” means the booking for accommodation, functions and/or other services or items made with us.
“Company” or “we” means Platinum One Hotels Ltd (company number 0469411) whose registered address is Captains Club Hotel, Wick Fery, Wick Lane, Christchurch, Dorset BH23 1HU.
“Contract” means the booking and these Terms and any other terms and conditions stated to apply to the booking.
“Hotel” means Captains Club Hotel & Spa.
“Promotional Rates” means the rates as specified in clause….
“Terms” refers to these terms and conditions
“Website” means www.captainsclubhotel.com
“VAT” means value added tax.
- Making a Booking
The terms and conditions detailed below apply to all bookings made with Platinum One Hotels Ltd T/A Captains Club Hotel, whether at www.captainsclubhotel.com or by telephone or otherwise. Please note for promotional bookings the relevant additional terms and conditions should be consulted.
Our agreement with you binds you, (the person named on the confirmation), and all members of your party, including children and any day visitors. You must ensure that all members of your party are aware of, and accept all of this agreement. Our agreement continues until the last member of your party has left the hotel, including any extension to your stay and for such time afterwards as may be necessary.
When you make a booking, your contract (which shall include these terms and conditions) will be with Platinum One Hotels Ltd, Captains Club Hotel. Third party site bookings our bound by these and their own terms for example online travel agents.
All rates featured on the Captains Club Hotel website or quoted by telephone or otherwise are offered subject to availability and the Hotel reserves the right to refuse any booking for good reason. Only adults 18 years and over can stay at the hotel unaccompanied.
Captains Club Hotel offers a choice of bed and breakfast or dinner bed and breakfast rates. All prices are subject to availability.
We offer a full range of packages and pricing as detailed below. Our packages and pricing will fluctuate depending on availability and demand at any given time. All prices are subject to change without notice. All relevant prices include VAT at the appropriate rate. We have the right to increase or decrease prices inline with any changes in VAT or any other dues or fees levied on your break.
The price of your chosen break will be confirmed when your booking is made and – with the exception of any errors- we will not increase the price of your reservation once it has been confirmed. We reserve the right to correct any errors in advertised and confirmed prices and will do so as soon as we become aware of an error. We will notify you of any price discrepancies relating to your booking should they arise, but we strongly advise you to check that the final price of your booking is correct before making your final confirmation.
All prices will be shown on our website and quoted by our staff in Pounds Stirling. Any payments collected online will be in Pounds Stirling.
- Advanced Purchase Rates
In general, our Advance Purchase rates are available 7 days or more before the date of arrival and are fully prepaid at the time of booking. Advance Purchase rates are non- refundable and non-transferable. The credit/debit card used to book the Advance Purchase rate must be presented to reception on arrival at the hotel. Please note failure to do so will result in an alternative payment method being required.
- Flexible Rates, Best Available Rate.
To provide our guests with the best available price or any given day of the year, we operate a flexing price management system, which enables us to guarantee you the best quote for the period of your stay at the time of your enquiry. In general, our best flexible rates are available until the day of arrival. These rates allow you to alter or cancel your booking up to midnight 48 hours prior to arrival without charge.
A credit card is required to guarantee the reservation. Payment will be taken in full 48 hours prior to arrival from the credit card details used to guarantee the reservation. The Flexible Rate allows you to amend or cancel the reservation until 48 hours prior to arrival.
The rate you have chosen has a flexible cancellation policy for the date range of your stay. This rate allows you to cancel up to midnight 48 hours prior to arrival date with no cancellation charge. After this timescale the full rate will be charged.
During key seasonality, bank holidays, social events, conference and exhibitions certain rates may not be available. Certain dates may be subject to availability.
- Single Guests
Individual guests may book a double room for sole occupancy.
- Group Bookings
A booking of seven rooms or more is classified as a group and is subject to our Group Terms and Conditions of business, which is 7 day cancellation period. Please contact the Hotel for further details and for these terms.
- Booking Information
Call the Captains Club Hotel on 01202 475111 or book online at www.captainsclubhotel.com to make your booking.
When making your booking you will be asked to guarantee booking with a valid debit/credit card if booked on a Flexible Rate, or to prepay if booked on our Advanced Purchase Rates. Advanced Purchase and non-refundable/transferable.
We occasionally host functions until midnight which may cause noise – if you would like to check if a function is taking place during your stay please contact us.
We advise all guests to take out appropriate holiday insurance for their stay with us.
- Cancellations and Amendments
All cancellations are made in accordance with the cancellations terms of the rate booked. Advanced Purchase Rates are non-refundable and non-transferable and full pre-payment will be forfeited. In general, our Flexible Rates are available 48 hours prior to arrival. These rates allow you to later or cancel your booking up until 48 hours on the day of arrival without charge. Cancellations made after this time will incur a one night’s room charge. Promotional and other rates may only be cancelled in accordance with the specific terms applying to that rate which will be advised at the time of booking. All pre-paid rates are non-refundable/transferable.
A cancellation number must be obtained to ensure that minimum charges are levied. Whilst every effort is made to fulfil any particular requests which you make in relation to your stay with us, please note that these requests do not form part of the contract and we cannot guarantee that we will be able to meet any particular requests.
Should the chosen accommodation not be available at the time lof your stay we will act reasonably offering you either the nearest available equivalent or an alternative option which may mean a higher or lower price is payable.
Should you choose to depart prior to 11.00am before your agreed departure date; we will require you to pay 50% of the cost of the remaining duration of your stay. If you have booked on an advanced purchase or promotional rate the entire booking value and all deposits are retained.
Your booking is for a type of room in the Hotel and does not guarantee that you will be able to stay in a specific room for the duration of your stay. If (under exceptional circumstances), we need to move you to a different room during your visit, for which a lower rate is available than the rate booked we will refund you the difference.
- Family Friendly Policy
13 years + are classified as an adult. 3 – 12 years are classed as a child. 0 – 2 years are classed as an infant.
Availability of suitable rooms is limited and portable/Z beds may need to be used where such accommodation is sought. The Hotel will determine whether a room is suitable for the purpose of this offer and additional beds charged accordingly. Children staying in their own room will be charged 100% of the full adult rate paid by the accompanying adults. All children (a person under 18 years of age) staying at the Hotel must be accompanied by an adult and must be supervised by an adult at all times.
Cots are provided and furnished with hygienic fitted mattress; bedding must be provided by the guest. A Guest of 16+ can have their own room when staying with a responsible adult, room allocation will be suited to the room type booked and cannot guarantee to be adjacent.
- Dog-Friendly Policy
We are a dog friendly hotel. Dogs are allowed to stay in certain suites at a charge of £25.00 per night for up to 2 dogs. Please contact the hotel for our doggy do’s and don’ts.
The Captains Club Hotel serves the right to refuse entry to any dog we deem dangerous, any owner not able to control their dog will be asked to leave.
Our hotel offers modified facilities for guests with impaired mobility including 2 accessible rooms, lift access and public areas all on the ground floor with level access. Guests with impaired mobility or other particular requirements should check with the hotel in advance that their requirements can be met. Please call our reservations team direct for details.
We rely on the information you provide to help us anticipate and satisfy your needs. We therefore require you update us with any change in circumstances prior to during your stay.
- Arrival and Departure
Guest rooms are available from 3pm on the day of arrival. Rooms must be vacated by 11am on the day of departure, unless otherwise sanctioned at the discretion of the hotel manager and may incur additional fees. We also offer an early.late check out with an additional fee which must ne pre-booked. This is subject to availability.
Captains Club Hotel operates a non-smoking & non-vaping policy throughout the hotel including all bedrooms. A fine of £300.00 will be charged to guests that do not adhere to this policy.
- Car Parking
The Hotel has a pay and display car park at the rear of the hotel which is managed by a third party. Complimentary parking is offered to all residential guests. Please provide your car registration to Reception prior to arrival. Vehicles and contents are left at the owner’s own risk and we do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).
Rates which include breakfast include offer a full traditional inclusive of continual breakfast. Standard rates that include dinner off er a choice from the hotel’s menus with a £40.00 per person allowance for food only. There is no refund for meals not taken by guests and lunch can be taken in place of dinner. Children aged 12 years and under sharing a suitable room with 2 adults, and included in the reservation details are inclusive of breakfast only, all other meals are charged as taken.
For those dining in our restaurant, a 10% service charge is automatically added to your bill. This charge is discretionary and can be removed at your request, this charge is split between the team that have served you at the hotel.
- Leisure and Wellbeing
The Hotel has a hydrotherapy pool and sauna which can be used by hotel guests over the age of 16 years. Spa treatments area available to be pre-booked and full payment is taken in advance. Please contact the Spa directly for full range of treatments and booking terms and conditions.
If you have had or are suffering from severe allergies, ill health, a particular medical condition or pregnant we advise you to speak to your GP prior to arrival to ensure you can use our services and treatments. All treatments booked are subject to medical status. We reserve the right to refuse treatment/s if we feel it is not in the best interest of the client.
- Balance of Monies Outstanding
Prior to your departure from the hotel you will be required to settle your bill in full. On arrival you will be asked to produce a valid debit/credit card to take pre-authorisation for your stay. Should you have already pre-paid a pre-authorisation will be taken for any extras. Captains Club Hotel accept all major debit and credit cards including American Express.
- Guest Behaviour
Guests are requested to conduct themselves appropriately at all times and to comply with our company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their own or others health and safety. Guests re requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the hotel or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. We reserve the right not to accept any further bookings from you or any member of your party.
- Damage to Property
We reserve the right and you hereby authorise us to charge your debit or credit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing or are damaged when you leave.
- Force Majeure
The Hotel accepts no liability and will not pay any compensation where the performance of it obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters or other acts of God, epidemics or pandemics, acts of terrorism, fire or failure of electric power, gas water, or other utility service, plant machinery, computers, vehicles or collapse of building structures.
- Limitation of Liability
The Hotel will not be responsible for the loss or damage of any property left in the Hotel other than as required under the Hotel Proprietor’s Act 1956 or any other applicable law.
The Hotel will not be liable for any indirect, consequential or pure economic loss or any loss of profit or good will or opportunity (whether caused by the negligence of the Hotel, its employees, contractor or agents or otherwise). The Hotel’s total liability shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to or incorporated init shall be read or constructed as excluding any liability for death or personal injury caused by the Hote’s negligence or liability for fraud or fraudulent misrepresentation.
In all cases personal injury or death, our liability too you for the total of all claims arising out of your time with us is limited to the cost of your booking less any insurance, cancellation, amendment or separate charges. We will not be responsible for any matters that result from any unforecastable events that are beyond our control.
While all reasonable efforts have been taken to ensure accuracy of information on the Website, the Hotel does not accept responsibility for error or omissions and reserve the right to amend, cancel or vary any arrangements featured on the Website without notice. Please note that within certain circumstances, generic photographic images may be used to represent the general style of a particular product or event.
The content of thew Website is the copyright of Platinum One Hotels Ltd, and may not be copied, reproduced, published, distributed or amended for any other purpose without 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.
- Social Media
When you post and/or tag any social media content (including, without limitation, photos, text, graphics, audio, video, location information, comments or any other materials) in relation to our hotel on social media sites (such as Facebook or Instagram) (“Social Content”), we mat request the permission to use this social cont in connection with our business. Such use may be in conjunction with our website, electronic media and/or print material.
By accepting our request, you give us and our affiliated companies (including our direct and indirect parents and subsidiaries), and it’s or their respective agents, licenses, sub-licenses, contractors and assigns (collectively “Authorised Entities”) a worldwide, perpetual, irrevocable, royalty free, fully paid, non-exclusive, transferable, sub-licensable right to use the Social Content in any form and lawful manner for any commercial purposes including (without limitation) online and offline marketing activities.
By consenting to our request to use your Social Content, you agree to us publishing your name or username associated with the content, and using all or any of your Social Content. You agree, represent and warrant that:
- You own, or have obtained from third parties, all appropriate rights in your Social Content.
- The Authorised Entities’ use of your Social Content will not violate the intellectual, proprietary or other rights of any third party, or any applicable law.
- The Social Content is not libelous, defamatory, obscene, pornographic, abusive, indecent, threatening, hateful, offensive or other unlawful.
- Complaints or Comments
Any complaint or comment regarding a stay at our hotel should be made in the first instance to the Duty Manager at the time of your stay so that it can be resolved at the time. Any further correspondence should be made in writing.
- General and Further Information
Although every effort has been made to ensure the accuracy of the information set out on our website and marketing campaigns, we cannot accept responsibility for any errors or commissions, and reserve the right to vary, amend, supplement or cancel any of the information of offers featured on our website or email campaigns or otherwise at the time.
All details are correct at the time of going to print, however, may be subject to change from time to time.
These terms and conditions shall be subject to the laws of the jurisdiction in which the Hotel is situated.
We reserve the right to review any agreements made outside of our standard hotel policy not appearing in these terms and conditions that do constitute the best interest of the Captains Club Hotel.
The Management reserves the right to amend the contents of these terms and conditions without prior notice. It is the customer’s responsibility to check for updates.