Our Key Policies
Take a look at our key policies & statements. It might help you decide if we're the place for you. Frequently Asked Questions are below.
Frequently Asked Questions
Is Timbertop Suites An Hotel, Guest House Or Apartments?
The best way to describe our suites is a cross between a guest house and apartments. This is a small independent family run business with a small team of housekeepers. Friendly and welcoming but run professionally. Unlike hotels, we do operate limited arrival times for check in as the manager does not reside on site.
B&B’s and Guest houses are usually smaller than hotels and offer a limited set of amenities and limited staff unlike hotels who tend to operate around the clock, employing full time staff and generally more expensive.
Where Are You?
We are in Victoria Park which is a small cul de sac, located half way up Weston hillside. We are a short walk from the town centre and seafront and most guests prefer to leave their cars at the hotel and walk down the hill.
We are in a central location which means that you can access most of Weston’s fabulous amenities all within a 10 mile radius so if you want to hop in the car and visit supermarkets, leisure centres, gyms, petrol stations, golf courses etc – they are all within a 5 to 10 minute drive as well.
What Time Is Check-In?
Check in times are limited between 3pm until 630pm. The reason for this, is that we do not operate a manned reception.
On making a booking, you will be asked for an approximate time of arrival. If you are unable to make it before 630pm YOU MUST contact us and you may have to find alternative accommodation that operates a later check in service. Unfortunately, if we are not advised of a late arrival, there will not be anyone available to receive you and you will not get a refund.
We are sometimes to accommodate early check-ins so if you think you will be arriving before 3pm, let us know and we can see what we can do for you.
Keys are left in the room doors for guests on arrival as they are sanitised. You will have a room key and a front door key which you must keep on you at all times so you can let yourself in and out.
What Time Do Is Check-Out?
Check out times are before 1100am. Due to the more stringent cleaning schedules we have to adhere to now because of COVID government guidelines, we must ask that all rooms are vacated by this time.
Do You Have Ground Floor Rooms?
Unfortunately, due to the age, construction and location of the building, we do not have any ground floor rooms. We do have hand rails on either side of the steps to the front of the building and internally the staircases have bannisters. However, all sleeping accommodation is located on the 2nd and 3rd floors of the building
Do You Have a Lift?
Due to the age, construction and location of the building, we are unable to install any form of lift.
Do You Have Parking?
This is one of the bonuses of booking with us. We do have a facility to park up to 12 cars off road but this is on a first come first serve basis and if you arrive later on in the day, there is no guarantee you will be able to park on site. Please note that if you have a van, then you may struggle getting the vehicle in and out of the narrow entrance.
There is only enough space for one vehicle per booking and if you do have guests whilst staying with us, they will have to park in the street which does have unrestricted parking. We do try to help guests find parking whenever possible.
There is also a pay and display car park within 150 metres of the accommodation. It is free between 2200 h to 0800 h and then costs £12.00 for 24 hour parking.
Top Tip! On-street parking is always a little easier, during 3pm-5pm. Later arrivals may need to find parking spaces a little further away from the guesthouse.
What is the Closest Train Station?
Weston super Mare Train Station has a regular train service and connections with Bristol Temple Meads making it a perfect form of transport. It’s a 25-minute walk from Weston super Mare train station to Victoria Park, and you are advised to book a taxi as you will have to walk uphill at the end.
Do You Take Children?
This is an adults only establishment and guests must be 18 years and over.
Do You Allow Pets?
As much as we love our furry friends, due to allergens and deep cleaning requirements, we do not allow any pets at all.
Can I Smoke or Vape In the Premises?
This is non-smoking establishment and guests are not permitted to smoke or vape, anywhere inside the building. You will find 2 outside areas – one at the front of the property and one to the rear. Guests are invited to use these spaces and deposit any cigarette butts in the receptacles provided. We would also ask you to be courteous to non-smokers who may be using these spaces as well. This is a residential area and if you are outside at any time of the day, please refrain from using loud and abusive language.
If anyone is found tampering with the smoke detector systems at all – you will be asked to leave and pay for any damages.
Can I use My Scented Candle or Joyce Sticks Whilst Staying?
You are not allowed to use any naked flame under any circumstances whilst staying in the Suites. This is for safety reasons as the building is old with one main fire exit. The rooms are equipped with very sensitive smoke detectors and will go off if smoke is detected in the rooms.
Is Breakfast Included in the Price?
All accommodation is provided on a Room Only basis and food is no longer served at the Suites. Depending on the package that you book, we can provide welcome packs with prior notice. Please enquire further.
Is There a Laundry to Use?
For guests that are staying on a longer business contract, we do have a washing machine and tumble dryer available. For further information, please ask on booking.
Is There Wifi Available?
We do offer free unlimited Wifi to guests via BT as our provider. However, as with any technology it is not 100% reliable so if it is imperative that you are connected or wish to stream, then you are advised to bring your own dongles!
Can I Order Food In?
We are so lucky to be in a great town centre location and this means that all the major food delivery companies, can deliver to the accommodation.
Guests are asked to provide their own mobile numbers on ordering and are required to meet deliveries at the front door as the drivers are not allowed to come into the building. This is because of strict covid guidelines and for the safety of other guests and personal belongings.
Do you have a bar?
We do hold a residents licence so can sell alcohol on the premises. This means that we can provide welcome packs with an alcohol choice such as wine, prosecco, beer or cider and guests are more than welcome to pre-order to have items left in the rooms on arrival. Due to lack of demand, we no longer operate a bar service.
Is There A Kitchen I can Use?
Depending on the type of accommodation you book, all guests do have access to a fridge and microwave as a minimum. Suites have their own mini kitchens and there are 2 small kitchens available for guests where you can use toasters, ovens and hobs if required.
We provide cleaning materials so would ask that guests clear up after themselves so others can come and use the facilities afterwards.
Is There a Gym Nearby?
There is a wonderful promenade, beach and woods to enjoy a long walk or run if you so desire and they are all within a 5 minute walk from the accommodation. However if you would prefer a gym there are several in the town
· Nuffield Health
· Hutton Moor
· Anytime Fitness
· Pure Gym
Do I Have My Room Cleaned During My Stay?
At the moment, housekeeping is done on a minimum basis due to Covid restrictions and having to minimise contact between guests and staff. These rules are changing continually and we will update guests on making a booking. If you do require, bins emptied, clean towels, top up of teas & coffees etc, all you have to do is ask and we will sort things out.
What Should I Bring With Me?
The following is provided in all accommodation:
· Bed Linen
· Kettles – Tea & Coffee Making Facilities in the Rooms
· Complimentary Toiletries on Arrival
· Toilet Paper
The following is provided in the kitchens:
· Some Kitchen Utensils – Tin Opener, Corkscrew, Knives, etc
· Pots & Pans
· Tea Towels & Dishcloths
· Bin Bags
· Washing Up Liquid & Kitchen Cleaners
· Kitchen Sink!
What Are the cancellation, Amendments and No Show Policy
When making a booking online or direct, you will be asked to pay a deposit of the first night or another agreed amount for corporate bookings. This is non-refundable under any circumstances.
· For individual leisure bookings, the balance of the booking must be paid before arrival at least 48 hours before the day of arrival. For business bookings, the date of balance of payment will be agreed direct.
· Bookings are non-transferrable. This means that if you do have to cancel for any reason, the deposit will not be put against a future stay.
· Force Majeure – Due to the current pandemic, if either party is forced to cancel the booking, you will not be refunded your money. You are strongly advised to take out holiday insurance to protect yourself against this eventuality.
· Late Arrivals/No Show – We do have a very limited check in period of between 3-630pm and if you are unable to make it between these times and have not advised us previously of a late check in, you will be marked down as a No Show and all money due will be taken.
· Amendments to Bookings – We are unable to amend any bookings. It is always advised that you contact us as soon as you are aware that there may be a problem. We have always endeavoured to help where possible, and if we are able to relet the accommodation at the same price we will try to.
Do I Need Travel Insurance?
As we are currently in a pandemic and all travel plans have been massively disrupted over the past 2 years, you are strongly advised to take out personal insurance to cover any eventuality of cancellation for various reasons. As a small business, which has managed to survive and keep going, we are unable to refund any money unless the accommodation can be relet for the same period at the same price.
How Do I Pay?
For online bookings, please read through the terms and conditions provided on your booking confirmation as these may vary on different Online Booking Platforms.
For direct bookings, we do prefer payments to be made either by VISA Debit cards, Credit cards or BACS for company bookings.
Cheques are no longer accepted as funds need to be cleared before arrival. Cash can be accepted with prior notification.