Terms of Service
Last updated: 31 July 2026
Welcome to Pinnacle Suites Hotel. These Terms of Service ("Terms") apply to your use of our website, your reservations with us, your stay at Pinnacle Suites Hotel and your use of services provided by us.
Please read these Terms carefully before making a reservation or using our services.
By making a booking, staying at the hotel, using our website or otherwise using our services, you agree to these Terms.
1. About Pinnacle Suites Hotel
Pinnacle Suites Hotel is located at:
Pinnacle Suites Hotel
104A High Street
Cowes
Isle of Wight
PO31 7AT
United Kingdom
Website: https://www.pinnaclesuites.co.uk/
Email: Zoe@pinnaclesuites.co.uk
Front Desk: 01983 240287
Where these Terms refer to "Pinnacle Suites", "the Hotel", "we", "us" or "our", they refer to the business operating Pinnacle Suites Hotel.
Important: If the hotel is operated by a registered limited company, we recommend replacing the sentence above with the company's full legal name, registered office and company registration number before publishing these Terms.
2. Reservations
Bookings may be made directly with Pinnacle Suites Hotel, through our website or through authorised third-party booking platforms.
A booking is confirmed when you receive a booking confirmation from us or from the booking platform through which you made your reservation.
You are responsible for ensuring that the information supplied when making a booking is accurate, including guest names, contact information, dates of stay and the number of guests.
The person making the reservation must be authorised to make the booking on behalf of all guests included in the reservation and is responsible for ensuring that those guests are aware of these Terms.
Room descriptions, photographs and information are intended to provide an accurate representation of the accommodation. Minor differences in furnishings, layout, views or other features may occur between individual rooms.
3. Prices and Payment
The price applicable to your stay will be the price displayed or communicated to you when you make your booking.
Any taxes, deposits, additional services or other charges applicable to your reservation will be shown during the booking process or communicated to you before they are charged.
We may require full payment, partial payment or a payment card guarantee depending on the rate or booking conditions selected.
You agree to provide valid and authorised payment information.
Additional charges incurred during your stay may be charged separately, including charges for agreed additional services, food and beverages, additional guests or damage where applicable.
4. Cancellations, Changes and No-Shows
Cancellation and amendment conditions may vary depending on the room rate, special offer, booking date and booking channel.
The cancellation terms shown to you at the time you make your reservation form part of your booking contract.
Where you book through a third-party booking service, such as an online travel agency, the cancellation and amendment conditions shown by that booking provider will apply to that reservation.
If a reservation is described as non-refundable, cancellation may result in the amount specified in the applicable booking conditions being retained or charged, subject always to your rights under applicable law.
If you fail to arrive for your booking without cancelling it in accordance with the applicable cancellation policy, the booking may be treated as a no-show and charges may apply.
Accommodation booked for a specific date or period is generally excluded from the standard 14-day cancellation right that applies to many online consumer contracts under the Consumer Contracts Regulations 2013. This does not affect any cancellation rights expressly provided by your particular booking conditions or your other statutory rights.
5. Check-In and Check-Out
Guests must comply with the check-in and check-out times specified in their booking confirmation or communicated by the Hotel.
Early check-in and late check-out are subject to availability and may involve an additional charge.
We may request appropriate identification at check-in and may also request a payment card or deposit where reasonably required.
Only registered guests may stay overnight in hotel rooms. Additional overnight guests must be registered with the Hotel and may be subject to applicable occupancy restrictions and additional charges.
6. Hotel Rules and Guest Conduct
We want all guests to enjoy a comfortable and safe stay. Guests are therefore expected to behave reasonably and to respect the Hotel, its staff, other guests and neighbouring properties.
The following key accommodation rules apply:
Pinnacle Suites Hotel is a non-smoking property. Smoking or vaping where prohibited may result in additional cleaning or remediation charges where reasonably incurred.
Pets are not permitted except where assistance animals must be accommodated in accordance with applicable law.
No additional unregistered overnight guests are permitted.
Room occupancy limits must be observed.
Infant cots and sofa beds are subject to room suitability and availability and should be requested in advance.
Guests must not cause excessive noise, nuisance, harassment, threatening behaviour, unlawful activity or damage to Hotel property.
Guests must follow reasonable health, safety, fire and security instructions issued by Hotel staff.
These rules reflect the accommodation policies currently published by Pinnacle Suites Hotel.
We reserve the right to refuse service or require a guest to leave where there is serious misconduct, illegal activity, threats to safety or material breach of these Terms, subject to applicable law.
7. Damage to Hotel Property
Guests are responsible for taking reasonable care of rooms, furnishings, equipment, keys, access cards and other Hotel property.
If a guest deliberately or negligently causes loss or damage beyond ordinary wear and tear, we may seek reimbursement for the reasonable cost of repair, replacement or additional cleaning.
Where possible, we will provide information explaining the damage and the amount claimed.
We will not impose arbitrary charges unrelated to the reasonable loss or cost incurred.
8. Personal Belongings
Guests are responsible for taking reasonable care of their personal belongings.
Where an in-room safe or other storage facility is provided, guests are encouraged to use it appropriately.
Nothing in these Terms excludes or restricts any responsibility or liability that Pinnacle Suites Hotel has under applicable law.
Guests should notify Hotel staff promptly if property is lost, stolen or damaged during their stay so that we can assist and, where appropriate, investigate the matter.
9. Hotel Facilities and Services
Facilities and services may include accommodation, Wi-Fi, guest areas, food and beverage services, meeting facilities and other amenities advertised by the Hotel.
Certain facilities may have separate opening hours, age restrictions, booking requirements or additional charges.
Facilities may occasionally be unavailable due to maintenance, safety requirements, private events, operational circumstances or matters outside our reasonable control.
Where a material service forming part of your booking cannot be provided, we will deal with the matter reasonably and in accordance with applicable consumer law.
10. Wi-Fi and Internet Access
Where complimentary or paid Wi-Fi is provided, it is intended for reasonable and lawful use.
You must not use our network to engage in illegal activity, interfere with other users or systems, distribute malicious software, attempt unauthorised access to computer systems or undertake activities that may compromise network security.
Internet availability and speed may vary because of demand, equipment, service-provider availability and factors outside the Hotel's control.
11. Our Website
The content of the Pinnacle Suites Hotel website is provided for general information and for accessing our services.
We aim to ensure that information about rooms, facilities, availability and prices is accurate. However, errors may occasionally occur.
If an obvious pricing or technical error affects a booking, we will contact you as soon as reasonably practicable to explain the issue and provide appropriate options.
You must not misuse our website, attempt unauthorised access, introduce malicious code or use the website in a manner that interferes with its operation.
12. Intellectual Property
Unless otherwise stated, the content appearing on our website, including the Pinnacle Suites name, branding, text, photographs, graphics, designs and other materials, is owned by or licensed to Pinnacle Suites Hotel.
You may access and view the website for personal and legitimate purposes.
You may not reproduce, commercially exploit, distribute or substantially modify our protected content without permission except where permitted by law.
Third-party names, trademarks and materials remain the property of their respective owners.
13. Social Media and Third-Party Platforms
Pinnacle Suites Hotel may use or integrate with third-party services and social-media platforms, including services such as TikTok, Facebook, Instagram and other digital platforms.
Where you choose to interact with a third-party platform, that platform's own terms and privacy policies may also apply.
Our digital systems may use authorised platform integrations for legitimate Hotel purposes, including publishing and managing content on our official social-media accounts.
Where TikTok Login Kit, the TikTok Content Posting API or another authorised TikTok service is used, access to TikTok information or functionality will be limited to the permissions authorised for the relevant account.
We do not require users to provide their TikTok account password directly to Pinnacle Suites Hotel.
Use of personal information through these services is also addressed in our Privacy Policy.
14. Third-Party Booking Services and Links
Our website may contain links to external websites or services.
We may also accept reservations through third-party booking platforms.
Those third parties operate independently and may have their own terms, cancellation policies and privacy policies.
Where you enter into a separate agreement directly with a third-party provider, Pinnacle Suites Hotel is not responsible for that provider's independent services except to the extent required by law.
15. Liability
Nothing in these Terms is intended to exclude or limit liability where doing so would be unlawful.
In particular, nothing in these Terms affects your statutory consumer rights or excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
For consumer bookings, our accommodation and Hotel services will be provided with the reasonable care and skill required by applicable law.
We will not normally be responsible for losses that were not reasonably foreseeable when the contract was entered into or that result from circumstances for which we are not legally responsible.
If you are using our services primarily for business purposes, different legal rules may apply.
16. Events Outside Our Reasonable Control
Occasionally, circumstances outside our reasonable control may affect the Hotel or a reservation. These may include severe weather, transport disruption, utility failures, government action, emergencies, fire, flooding, major technical failures or other exceptional events.
Where such circumstances materially affect your reservation, we will take reasonable steps to contact you and provide appropriate information or alternatives where possible.
Your statutory rights remain unaffected.
17. Privacy
We process personal information in accordance with our Privacy Policy and applicable data-protection legislation.
Our Privacy Policy explains what information we collect, how we use it, how long we retain it, when it may be shared and the rights available to individuals.
The Privacy Policy should be available separately at:
https://www.pinnaclesuites.co.uk/privacy-policy
18. Complaints
If you experience a problem during your stay, please notify Hotel staff as soon as reasonably possible so that we have an opportunity to investigate and, where appropriate, resolve the issue.
Complaints may also be submitted after your stay using:
Email: Zoe@pinnaclesuites.co.uk
Telephone: 01983 240287
Address: Pinnacle Suites Hotel, 104A High Street, Cowes, Isle of Wight, PO31 7AT, United Kingdom.
19. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, policies, technology or applicable laws.
The version applicable to a booking will normally be the version in effect when that booking was made, together with any specific rate or booking conditions provided at that time.
The latest version will be published on our website with the date it was last updated.
20. Governing Law
These Terms and any contract between you and Pinnacle Suites Hotel are governed by the laws of England and Wales, subject to any mandatory consumer rights that apply to you.
The courts of England and Wales will have jurisdiction, subject to any rights consumers may have to bring proceedings in another jurisdiction under applicable law.
21. Contact Us
If you have questions about these Terms, please contact:
Pinnacle Suites Hotel is operated by Pinnacle Suites Ltd, a company registered in England and Wales under company number 14508264.
Pinnacle Suites Hotel
104A High Street
Cowes
Isle of Wight
PO31 7AT
United Kingdom
Email: Zoe@pinnaclesuites.co.uk
Telephone: 01983 240287
Website: https://www.pinnaclesuites.co.uk/