Terms and Conditions

The Mandolay Hotel on Britain's Finest


Mandolay Hotel makes every attempt to ensure that information supplied on www.guildford.com and our booking sites is up to date, but cannot guarantee the accuracy of information or availability of bookings.

These terms and your booking are subject to the laws of the prevalent jurisdiction.

All Bookings

The terms and conditions detailed below apply to all bookings whether made online at www.guildford.com, made by telephone or in person or via third-parties.

When you make a booking, your contract (which includes these terms and conditions) will be with Mandolay Hotel Guildford. All rates are subject to availability, all bookings are taken at the discretion of Mandolay Hotel.


You will be asked to guarantee your booking with a debit or credit card including your 3-digit security code. We accept American Express, Diners, MasterCard, Maestro, and Visa & Visa Delta.

A full non-refundable, non-transferable payment is required for promotional, seasonal and advance purchase rates at the time of booking

On arrival at the hotel, all reservations will require a pre-authorisation with a credit card or cash deposit to cover incidentals during your stay.

What happens if you need to cancel?

Bookings made must be cancelled by calling/informing reservations

Ordinary bookings are cancellable for a full refund 48 hours prior to arrival. Later cancellations or no-show will be charged at full room rate?

Promotional, seasonal, all inclusive and advance rates are non-refundable and non-transferable. For cancellation policies on corporate arrangements, please refer to individual contracted terms and conditions.

Cancellation by Mandolay

Very occasionally, we may have to cancel your booking. We will tell you as soon as possible, and offer you an alternative accommodation of the same standard, or higher, or offer a full refund. We regret we cannot pay compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or change.

Group Bookings

Please refer to the separate policy in regard to group bookings.

Force Majeure

Mandolay Hotel cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your stay) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, epidemic and all similar situations beyond our control.


All rates quoted are per room per night, are subject to availability and include Value Added Tax at the prevailing rate & Services. Special rates quoted cannot be used in conjunction with any other discount, offer or promotion. Supplements will be applied for single and family room occupancy and when Premium, Deluxe or Suites are selected.

Children’s Policy


  • Accommodation for up to 2 children aged 16 or under is free when sharing with two adults in a standard guest bedroom; a single supplement applies when only one adult is in the room.
  • Upgrade charges apply for larger rooms.
  • Additional rooms for children aged 6 – 16 will benefit from a 50% discount on the adult rate, excluding sales and pre-payable rates.
  • To accommodate a family in our guest bedrooms, in some cases a cot will be used. Should you require a cot, please ask at the time of booking.
  • If you need a babysitter during your stay, a babysitting service can be provided at a rate to be agreed.


  • Breakfast is free for children aged 4 and under.
  • Breakfast for children 5 to 16 is charged at £10.00
  • A children’s menu available for children up to 12 years and charged as taken.
  • Children over 16 are classed as young adults and pay full rate for meals as taken.

Food & Beverage

A tray charge will apply to all meals taken in your room.
Breakfast times may vary at the weekends.
Please contact the hotel with any special dietary requirements.

Special Offers

All special offers, discounts & promotions listed either on Mandolay Hotel’s website, a third party website or on a promotional email/SMS message are subject to availability. Mandolay Hotel reserves the right to refuse or rescind an offer at any time without warning. Offers can be subject to individual terms & conditions.

m.Brasserie & Bar Loyalty Card

The following terms & conditions apply to the m.Brasserie & Bar loyalty card:

The cardholder must be present.
The card entitles the cardholder to 20% discount on the total food bill from the A La Carte menu only.
The card cannot be used in conjunction with any other offers.
The card remains the property of m.Brasserie & Bar.
The management reserves the right to refuse or rescind the card at any time.

Car Parking

Free unreserved car parking is available, subject to availability at our hotel. Your room booking does not guarantee a parking space and if you find the car park is full, you will be given directions to the nearest alternative site

Mobility Impaired

Our hotel complies with the access requirements of local disability legislation. If you have special requirements please inform us at the time of booking.

Check In & Check Out

Check in is from 2pm and check out is 11am.

Events and functions

As a busy hotel the Mandolay will on occasion host events of a varied nature, wherever possible we make every effort to accommodate residential guests in areas of the hotel where any noise is kept at a minimum.

Privacy Policy

Any data retrieved by the Mandolay as part of our operating procedure is as you would expect treated in the strictest confidence and is subject to all the relevant data protection regulations. For a full copy of these guidelines please contact the hotel.

Late check-in

If you plan to arrive after 7pm, please advise the hotel on 01483 303030 Failure to notify of late arrival may result in your room being resold, and our cancellation terms will apply.

Health Clubs

We have an arrangement with a local fitness centre, sessions should be booked in advance with reception. General health club facilities may be used without charge during your stay.

Beauty Treatments

We have an excellent visiting beauty therapist available to residents; any beauty treatments will be charged as taken. You should book any treatments direct with the hotel before you arrive to avoid disappointment.

Golf Breaks

You can book golf breaks direct with the hotel, which will get a suitable tee time for you. If a course is unavailable for any reason, you will be offered an alternative course. You may need to show your golf handicap certificate.

Pets Policy

Unfortunately we are unable to accommodate pets, we are of course delighted to accommodate registered guide dogs.

Smoking Policy

The hotel is completely smoke free and penalty fees will be applied if you smoke in the hotel.


Comments about any aspect of our service are always welcome either at the time of your stay or by contacting the hotel via email sales@guildford.com or by writing to us at The Mandolay Hotel, 36-40 London Road, Guildford, GU1 2AE.

When contacting the hotel please include full details of your stay with your booking reference if possible.

Online Ticketing

Conditions of Sale

Tickets cannot be exchanged or money refunded. Once purchased, your ticket is your responsibility. The Mandolay Hotel cannot refund its value to you under any circumstances.

Ticket Delivery

Tickets can be bought up to the day of the event and will be posted up to 4 working days before the event, after which we will aim to arrange collection either on the day of the event or at a convenient time. If your tickets do not arrive, please contact our events team on 01483 303030 (option 3). When collecting your tickets you will be asked to provide a copy of your confirmation email and photographic ID.

Data Protection

Under the Data Protection Act, we have a legal duty to protect any information we collect from you. Personal data you give will be used exclusively for providing you with the information or service that you have requested. Once you have booked tickets with The Mandolay Hotel your details will be held on our database. From time to time we may send you information about The Mandolay Hotel. If you do not wish to receive this information, please tell us at the time of booking. We do not pass any of your personal data to outside organisations and/or individuals, unless you have given your consent for us to do this.


By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.

Use License

  • Permission is granted to temporarily download one copy of the materials (information or software) on Mandolay Hotel’s web site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:
    • modify or copy the materials;
    • use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
    • attempt to decompile or reverse engineer any software contained on Mandolay Hotel’s web site
    • remove any copyright or other proprietary notations from the materials; or
    • transfer the materials to another person or “mirror” the materials on any other server.
  • This license shall automatically terminate if you violate any of these restrictions and may be terminated by Mandolay Hotel at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.


The materials on Mandolay Hotel’s web site are provided “as is”. Mandolay Hotel makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Mandolay Hotel does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.


In no event shall Mandolay Hotel or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Mandolay Hotel’s Internet site, even if Mandolay Hotel or a Mandolay Hotel authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

Revisions and Errata

The materials appearing on Mandolay Hotel’s web site could include technical, typographical, or photographic errors. Mandolay Hotel does not warrant that any of the materials on its web site are accurate, complete, or current. Mandolay Hotel may make changes to the materials contained on its web site at any time without notice. Mandolay Hotel does not, however, make any commitment to update the materials.


Mandolay Hotel has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Mandolay Hotel of the site. Use of any such linked web site is at the user’s own risk.

Site Terms of Use Modifications

Mandolay Hotel may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

Governing Law

Any claim relating to Mandolay Hotel’s web site shall be governed by the laws of the State of UK without regard to its conflict of law provisions.