Security/Damage Deposit

Please note that a £25 security deposit per reservation is required upon arrival and should be paid by Credit/Debit Card. This deposit is held to cover any damages or breaches of hotel policy. The deposit will be refunded in full after check-out, provided the room is left in satisfactory condition and all hotel policies are observed. Please note that the refund takes up to 5 working days post departure to reflect on your account.

Noise Policy
We would like to inform all guests that the hotel hosts parties, private functions, weddings, and other events throughout the week.

During these events, amplified music and elevated noise levels occur and continue until 1:30 AM.

While we make every effort to ensure all guests have a comfortable stay, please be aware that a completely noise-free environment cannot be guaranteed during these times.

In addition:

• The hotel is not liable for noise disturbances caused by other guests staying at the property.

• Please note that guest rooms are not soundproofed, and some noise transfer between rooms, corridors, and public areas should be expected.

• The hotel features interconnecting rooms and, where these are allocated or occupied, additional noise from neighbouring rooms may be audible.

• If you experience any concerns during your stay, including excessive disturbance, please notify a member of staff as soon as possible so we may attempt to assist.

• Noise associated with hotel events, parties, functions, and other guests does not constitute grounds for compensation, discounts, or refunds.

By booking with us, you acknowledge and accept that noise associated with hotel operations, events, and guest activity may occur and that the hotel cannot guarantee a silent environment.

We sincerely apologise for any inconvenience this may cause and appreciate your understanding.

Pet Policy
Mercure Norton Grange has a strict no pet policy with the exception of guide dogs at no Extra Cost.

Child Policy

In alignment with Accor's WATCH (We Act Together for Children) program, we are committed to safeguarding children. As part of this commitment, we request identification for the child and accompanying adults. We will also verify the relationship between the child and the accompanying adult while checking-in. Please ensure you have necessary documentation ready when checking-in to the hotel.

Cash & ID Policy

The hotel does not accept cash payments for Rooms. All rooms will have to be prepaid, guaranteed or paid at the property using a valid credit/debit card. The hotel reserves the right to carry out a mandatory ID check where required. Failure to provide a valid government issued ID will result in being refused check-in.

Smoking & Drugs Policy

Please note that smoking, including vapes, is strictly prohibited in all areas within the building. We have dedicated smoking areas outside the building. Should you require assistance in locating them, please ask a member of staff. Failure to comply will result in being removed from the premises and a £250 smoking fee will be charged.

The use, possession or distribution of Drugs or any Illegal substance on these premises is strictly prohibited. Anyone caught will be banned and reported to police.

Twin Bed Policy

Please note than some of our twin beds are made up with 1 Standard Double Bed and 1 Pull-out Single Bed of 1.8m x 0.9m

Sustainability Policy

For all our green initiatives and sustainability actions, please refer to our Green Page