Everything you need to know about your stay with us
Here are some of the FAQs we are asked
If you can’t find your question within the FAQs then please call 01253 352723
All prices detailed are per person per night, unless otherwise stated. The rates on our website and brochure include dinner, bed and breakfast.
Dinner is only included where it is stated as being included in the rate description.
Credit cards are charged the full amount at the time of making your reservation when booking online. If you make your reservation direct by calling our reservations team, a deposit of £40 per adult will be payable upon booking, with final amount due upon arrival at the Hotel. Deposits are higher for Christmas and New Year breaks.
We accept the following methods of payment: Cash, Cheque*, Bank Card**, Hotel Sheraton Gift Vouchers
*If you are paying by cheque, this must be paid to the Hotel on your day of arrival. Cheques unfortunately won’t be accepted after your arrival date.
**We accept: Visa Credit, Visa Debit, Visa Electron, MasterCard, MasterCard Debit, Maestro. We do not accept American Express.
If you require a copy of your receipt/invoice please contact the Hotel directly on 01253 352723 or by email [email protected]. Please include your confirmation number, guest name and arrival date when sending your request via email.
Please contact the hotel directly as rates are only available online up to 365 days in advance.
If you cannot find your desired dates on the website this probably means that there is no availability at the time. Alternatively, contact the hotel directly on 01253 352723, it may be possible to secure a room this way.
If you are having difficulty making a booking on the site please return to the site later that day. If possible. In instances of technical difficulty we endeavour to correct the problem as soon as possible and we appreciate your patience. Bookings can also be made directly with our reservations team on 01253 352723 or FREEPHONE 0800 317295.
When you have completed the booking process you will reach the booking confirmation page. This includes your reservation details as well as a confirmation number. You will also receive booking confirmation by email. Please note if your reservation is made over the phone a written confirmation will be sent or can be sent via email if requested.
If you have not received your email confirmation, please contact our reservations team on 01253 352723.
Please contact our reservation team on 01253 352723. Please have your booking confirmation number ready before calling. Please note that if you are changing your reservation date, we cannot guarantee that the room rate of the original booking will still be available, as prices change per date.
If you have booked direct with the Hotel and only paid a deposit, this deposit is non-refundable and the following cancellation charges applies:
- 8-14 days notice half of your holiday cost is due
- 4-7 days notice two thirds of your total holiday cost is due
- 3 days notice or less; the total cost of your holiday is due
If you have booked online, special terms and conditions apply. Your booking cannot be refunded and full pre-payment will be taken from your bank card at the time of booking.It is strongly recommended that you take out holiday insurance. We are able to provide details of our preferred holiday insurance company on request.
If you are making a booking for 4 or more rooms, this is classed as a group booking. To make your group booking, please contact the hotel directly on 01253 352723. Once deposits are paid, 2 copies of the group contract will be sent to the group organiser for them to confirm. One will then be signed and sent back to the hotel (a prepaid stamped envelope will be enclosed when you receive your contract). For all group bookings, the final balance is due 2 weeks prior to arrival.
Check in time is 2.30pm; check out time is 10.30am.
Breakfast is served between 8am – 9.30am
Bar Snacks are served between 12pm – 2pm
Dinner is served 6.00pm – 7.30pm on Sunday – Thursday and 6.30pm – 8.00pm on Friday & Saturday
Cots are available on request. Please make sure that your request is made to reservations prior to arrival. There is no extra charge for the hire of cots.
We have a small car park at the side of the Hotel. This fits around 16-20 cars. There is also street parking along the front of the Hotel and the adjoining Doric Hotel. This parking area is not owned by either Hotel. Due to our car parking being limited we cannot reserve or guarantee car parking. Free street parking is available on all the roads surrounding the hotel and there is a paying carpark behind Ma Kellys Bar on the next block.
You can leave your luggage with our receptionists at the reception desk at arrival. Please ask our receptionists on arrival.
Unfortunately, all of our rooms are completely non-smoking.
Unfortunately, Hotel Sheraton does not allow pets in our building; with the exception of guide dogs. However, our sister Hotel the Elgin Hotel does allow pets. Find out more on their website www.elginhotel.com or call their reservations team on 01253 353535.
Please contact the hotel directly to check for lost property.
We can reissue receipts. Please contact the hotel directly.
If you are unsatisfied with your experience, please contact our reservations team and ask to speak to a manager. You can also direct your complaint in writing to the Hotel Manager. Please send all correspondence to the following address:
54-62 Queens Promenade