Our Policies, Terms and Conditions

Smoking and Vaping Policy

To keep rooms fresh, comfortable and clean for all guests, The Norton operates a strict no-smoking and no-vaping policy inside the building.

Smoking and vaping are permitted in the designated outdoor smoking areas only.

Important Information

Smoking or vaping inside bedrooms or indoor areas will result in an additional cleaning charge from £100
Where deep cleaning is required due to smoke odour or evidence of smoking inside a room, a £200 charge will apply
Smoking outside of designated areas that causes smoke odour to affect other guests may also result in additional cleaning charges

We appreciate everyone helping us maintain a comfortable environment for guests working away and staying longer-term.

Cancellation and Refunds

Bookings made through third-party websites

Free cancellation up to 14 days before arrival
Within 14 days, the full stay will be charged
No-shows are charged in full
Please note: same-day and last-minute bookings are non-refundable.

Bookings made directly with The Norton

Free cancellation up to 7 days before arrival
Within 7 days, the full stay will be charged
No-shows are charged in full

Working away plans can change

We understand jobs, shifts and travel plans can move around unexpectedly.

For longer stays of 7 nights or more, if you need to cancel within 3 days of arrival, we’ll do our best to help by transferring your payment to a future stay credit instead of losing the booking completely.

This gives us the chance to re-offer the room while helping returning workers and teams stay flexible where possible.

Need to change something?

If your plans change, just contact us directly and we’ll always try to help where we can.

Parking

Free guest parking is available at the side of the hotel and nearby surrounding streets.

Spaces are available on a first-come, first-served basis, so we recommend arriving a little earlier where possible during busy periods.

Please park within marked areas and be considerate of other guests when parking larger work vehicles.

While we do our best to provide convenient parking for everyone, vehicles and belongings are left at the owner’s risk.

Check-in and Check-out Time

Check-in from 3pm with flexible self check-in
Check-out by 11am

Arriving after work? No problem. Our keyless check-in makes late arrivals simple and hassle-free.

Maintenance and Looking After The Hotel

We work hard to keep The Norton clean, comfortable and running smoothly for every guest.

If you notice any maintenance issues during your stay, please let us know as soon as possible and we’ll do our best to sort things quickly.

General maintenance enquiries

Email: info@thenortonhotel.com

Emergency out-of-hours issues only

📞 07854 493727

Please treat rooms and shared spaces with respect during your stay. Any damage caused to hotel property may result in repair or replacement charges.

For safety reasons, guests should not attempt to repair or interfere with electrical items, plumbing or hotel equipment themselves. If something isn’t working properly, just contact us and we’ll take care of it.

Room Access For Emergency Repairs

In rare cases, our maintenance team may need access to a room to deal with urgent issues or prevent damage to the building.

If this happens, we’ll always aim to minimise disruption and respect your privacy during your stay.

Visitors

For the safety, security and comfort of all guests, access to The Norton Hotel is strictly for registered guests only.

Visitors who are not staying at the hotel are not permitted access to guest rooms or shared areas of the building.

If you would like to add an additional guest to your booking, please contact us directly before arrival or during check-in.

We ask all guests to respect the quiet and comfort of others staying at the hotel, particularly those working away and leaving early for shifts.

The Norton Hotel reserves the right to refuse access or remove anyone who does not follow these policies.

Left Property

Please make sure you check your room carefully before leaving, as The Norton Hotel cannot take responsibility for personal belongings left behind during your stay.

Any items found will be safely stored for up to 30 days where possible.

If you think you’ve left something behind, contact us at info@thenortonhotel.com with a description of the item and we’ll do our best to help locate it.

Items can either be collected or posted back to you at your expense.

Valuable and Personal Liability

Guests are responsible for looking after their own valuables and personal belongings during their stay. The Norton Hotel cannot accept responsibility for lost, stolen or damaged items.

We recommend keeping valuables secure and not leaving important items unattended in rooms or shared areas.

Guests are also responsible for any outstanding charges linked to their stay, including damages, additional cleaning charges or unpaid balances.

If you have any questions about payments or charges during your stay, please contact us directly and we’ll always try to help.

Cleaning Services

We work hard to keep The Norton clean, comfortable and ready for every guest staying with us.

Room Cleaning

Rooms are cleaned after check-out ready for the next guest. Daily housekeeping is not included during your stay.

Towels & Fresh Linen

For stays longer than 7 nights, fresh towels and bed linen are provided every 7 days free of charge.

If you need fresh towels sooner, just let housekeeping know and they will be happy to help.

Longer Stay Comfort

Regular deep cleaning is carried out throughout the hotel to help maintain high standards of cleanliness for all guests.

We simply ask guests to treat rooms and shared spaces respectfully during their stay.

Additional cleaning or repair charges may apply where rooms are left excessively dirty or damaged.

Respecting Other Guests and Staff

At The Norton, we aim to keep the hotel comfortable, respectful and welcoming for everyone staying and working here.

We ask all guests to treat staff, other guests and shared spaces with courtesy during their stay.

Abusive, threatening, aggressive or discriminatory behaviour towards staff or other guests will not be tolerated and may result in guests being asked to leave the hotel without refund.

If you have any issues during your stay, please speak to us directly. We’ll always do our best to help and appreciate respectful communication from everyone staying with us.

A Comfortable Stay For Everyone

Many of our guests are working away, staying long-term, and getting up early for shifts. We therefore ask all guests to respect quiet hours after 10pm and help us maintain a relaxed environment throughout the hotel.

The Norton Hotel reserves the right to refuse service or future bookings where these standards are not respected.

Need Help?

If you have any questions before or during your stay, please contact us directly on info@thenortonhotel.com and we’ll be happy to help.

Safety and Security

Emergency Information

Please take a moment to familiarise yourself with the nearest fire exits and emergency information displayed throughout the hotel and inside your room.

If you notice anything unsafe or need urgent assistance during your stay, please contact us immediately.

Medical Assistance

A first aid kit is available on site in the communal space on the ground floor.

For medical advice or non-emergency assistance, please contact NHS 111 directly using your mobile phone.

In a serious emergency, always call 999.

Fire Safety

All rooms are fitted with smoke detectors and fire exits are clearly marked throughout the building.

For everyone’s safety, please do not tamper with smoke alarms, fire equipment or emergency exits.

Hotel Security

CCTV operates in public areas of the hotel for guest security.

We recommend keeping your room locked when leaving and ensuring personal belongings and valuables are stored safely during your stay.

Suitability of Stay

The Norton Hotel is designed for independent guests who are comfortable using self check-in facilities and staying in accommodation without a 24-hour staffed reception.

As we do not provide ongoing supervision, medical support, personal care, or assisted living services, guests must be able to stay independently and manage their own day-to-day needs during their visit.

Our accommodation may therefore not be suitable for guests who require:

continuous supervision or personal support
emergency assistance on-site at all times
specialist medical or care provision
assisted mobility support beyond the facilities currently available at the property

If you are unsure whether The Norton Hotel is suitable for your needs, please contact us before booking and we will always try to help advise where possible.