TERMS & CONDITIONS
 
THE LODGE at Kiln Creek invites all our visitors to read and understand our terms and conditions carefully before finalizing their bookings.
By making a booking via our website, you also accept and agree with all terms and conditions set out below. The terms and conditions are standard to the industry.
 
Information on the website
All the information on this website pertains to THE LODGE at Kiln Creek. We have taken great care to make this website as clear and informative as possible and all the information here is presented with great care and attention. However, THE LODGE at Kiln Creek will not guarantee the information is presented correctly. And we will not be liable for any inconveniences, loss of revenue or any damages, which result from the direct or indirect use of any information provided on our website.
We also try to ensure that all information presented on our website is accurate, appropriate and up to date, and these benchmarks are reviewed in a timely fashion. However, we do not make guarantees of any kind that the rates of the hotel will be available at the time of bookings.
If as a consumer you feel that certain piece / type of information is expressly needed and you cannot find it on your website, please do not hesitate to contact us and we will rectify or will provide the information required without delay.
 
Photo ID Required For All Guests Checking In
All guests checking in must provide ID (Driver's License or any other ID type with the guest photo on it).
 
Reservations:
Bookings will only be undertaken by providing credit card details. We accept Visa, Master Card, and American Express, valid until the date of departure from the hotel. The credit card details will be passed directly to the hotel to guarantee your booking. The hotel reserves the right to take a pre-authorization on the credit/debit card for the first night to secure the booking 48hrs prior to the date of arrival. If the card has been declined, the hotel will try to contact the guest and reserves the right to cancel the booking if an alternative valid card is not provided. Bookings cannot be guaranteed without a valid credit/debit card. Full payment is required upon check-out.
THE LODGE at Kiln Creek will send you the confirmation of reservation by e-mail with a booking reference number. We will not take any responsibility for your arrival at the hotel without your booking reference number.
 
Guarantee Policy:
Your room will be held until 7:00 AM the morning following your scheduled arrival date.
If you do not arrive and do not cancel your reservation by the cancellation deadline, your credit card will be charged 1 night's stay plus tax.
Check-in time is any time after 3:00 PM (not guaranteed due to high volume of occupancy). If you plan to arrive earlier, please call the 757.874.2600 for confirmation. 
Guests will be required to present a valid credit/debit card upon check-in along with a valid form of identification. 
THE LODGE at Kiln Creek will make every effort to honor special requests (such as a specific floor or room number, adjoining rooms, roll-away beds, pack & play, etc.) upon your arrival. 
However, the availability of these items cannot be guaranteed in advance. The hotel reserves all rights to refuse service to any guests of the hotel who do not follow or comply with hotel policies.
Check-out is at 11:00 AM. If you require a later check-out, please contact us before 10:00 AM on the day of departure, and we will do our best to accommodate your request.
A charge may apply, depending on availability.
 
Manage Your Booking
If you need to amend or cancel your booking, please call the front desk at 757- 874-2600.
We will make any changes and verify accurateness at that time.
 
Cancellations
Individual Bookings:
Cancellations must be received before 4:00 pm, 48hrs prior to the expected day of arrival. If a cancellation is received later than the required date, or in case of no show, the hotel will charge for one night's accommodation.
For more information, please contact the front desk 757-874-2600.
Group Bookings:
All Group Bookings are subject to different agreed conditions as set above for Individual Bookings. In the event of cancellation or non-arrival, we will charge the full amount of the fee specified, unless otherwise agreed in writing. All cancellations must be made directly to the front desk.
 
Payment Policy
This hotel accepts only guaranteed reservations. You are required to enter a valid credit card number to guarantee your reservation and no charges will be made by hotel. You are responsible for payment in full directly to the hotel upon departure. The hotel may require a copy of your picture ID to verify identity. Valid Credit/Debit Card is required to secure your reservation. Payment will be taken at checkout.
For promotional offers: Failure to provide a valid credit/debit card detail for the booking will result in an automatic cancelling of the booking. In the event of cancellation or no-show, no refund will be given. Name on the reservation must be the same as the credit cardholder's name and same individual must check-in for the stay. The credit/debit card used to book the rate must be presented at the time of check-in. In case if you are paying for someone else, please get in touch with our front desk prior to the arrival of the guest. Promotional Offers cannot be combined with any other promotional offers and the discount is non- transferable. We reserve the right to discontinue the promotions at any time without notice.
 
Non Smoking Policy
While adhering to applicable laws, rules and regulations, THE LODGE at Kiln Creek continually strives to offer a smoke free environment for all our guests, visitors and employees. This smoke free environment is to be maintained,in all building interiors, and hence smoking is strictly prohibited in the entire hotel. This includes guest rooms, corridors, bars and lavatories. The no smoking policy also applies to guests visiting our conference and banqueting facilities.
Those not complying with the smoke-free law, will be committing an offense against the law. The fixed penalty notice applicable on the person smoking is $200.00. We kindly request you to respect the law and abstain from smoking in the hotel.
 
Smoking is prohibited in all public areas of the hotel and rooms, including rooms with a balcony (a $250.00 fine will be applied for smoking in a non-smoking room.) 
Smoking is only allowed on the outdoor patio.
 
Pets
Pets are not allowed in the hotel (a fine of $250.00 will be applied to the bill if a pet is discovered). 
Service animals that provide assistance to individuals with disabilities are allowed at the hotel are allowed with proper documentation. 
 
Child Policy
The hotel welcomes guests of all ages and our aim is to make traveling with the family even more enjoyable. Baby cots are available upon request (subject to availability) and advance booking is required.
Children aged 17 years and under must be accompanied by a responsible adult to ensure that the children's behavior is appropriate for other guests within the premises.
 
 
Damage Policy: 
In the event that a paying guest damages our floor, carpeting, countertops, appliances, electronic equipment, walls, windows or doors, furniture,
or any other object owned by THE LODGE at Kiln Creek.
The guest will be charged for the cost of replacement or repairs plus a 10% fee to compensate the housekeeper for making arrangements for the repairs.
In the event a visiting friend/family member of a paying guest causes any damage, the paying guest will assume all responsibility for such damage.
THE LODGE at Kiln Creek - Newport News, Virginia - Hampton Roads Luxury Hotel - Hampton Roads Wedding Venue