Policies & Information

Cancellation & Booking Policy

Last updated: June 2026

These policies apply to bookings made directly with The Old Alma — by phone, email, or through our website. If you have booked through a third-party platform, their own cancellation and booking terms will apply instead.

Booking Confirmation

When you book directly through our website, the full amount is charged securely at the time of booking. Your reservation is confirmed once payment is received. For bookings made by phone or email, we will arrange payment separately and confirm your dates directly.

Cancellation by Guests

• More than 14 days before check-in: Full refund.
• 7–14 days before check-in: 30% of the total booking cost is refunded.
• Less than 7 days before check-in: 50% of the total booking cost is refunded.
• No-shows: The full booking cost is charged with no refund.

To cancel or amend a booking, please contact us at [email protected] or call +44 (0) 1227 731 913 as soon as possible. We'll always try to be fair — if you have exceptional circumstances, please get in touch directly.

Amendments

Date changes are accommodated where possible, subject to availability. Please contact us at least 48 hours before your original check-in date. Amendments to shorten a stay within 7 days of arrival are treated as a partial cancellation.

Early Departure

If you check out earlier than planned, we are unable to offer a refund for unused nights.

Cancellation by The Old Alma

In the unlikely event we need to cancel your booking (e.g. due to unforeseen circumstances), we will offer a full refund or alternative dates at no extra cost.

Force Majeure

In cases of events beyond our control (severe weather, government restrictions, etc.), we will work with you to reschedule or provide a credit note valid for 12 months.

Terms & Conditions

Last updated: June 2026

These terms apply to all direct bookings made with The Old Alma. By booking with us directly, you agree to the following conditions.

1. Check-in & Check-out

Check-in is from 2:00 PM. Check-out is by 10:30 AM. Early check-in or late check-out may be available on request — please ask when booking. A charge may apply for late check-out.

2. Payment

For direct online bookings, the full booking amount is charged securely at the time of booking via our payment provider. For bookings made by phone or email, payment is arranged directly and is due before or on arrival. We accept credit and debit card, bank transfer, and cash.

3. Room Rates

Rates shown on our website are per room per night, including a full cooked breakfast for all guests in the room. Weekend rates (Friday & Saturday nights) may differ from midweek rates. Special event periods may have minimum-stay requirements.

4. Breakfast & Dietary Requirements

A full English breakfast is included in your room rate and served between 8:00 AM – 9:30 AM in our dining room. We are committed to accommodating dietary requirements and allergies with advance notice. Guests must declare any allergy, food intolerance, or dietary need at the time of booking — please see our full Allergens & Food Safety policy for your obligations and our liability position.

5. Smoking

The Old Alma is entirely non-smoking indoors. Smoking is permitted in designated outdoor areas only. A deep-cleaning charge of £150 will apply if evidence of smoking is found in rooms.

6. Pets & Dogs

Well-behaved dogs are welcome free of charge. Dogs must not be left unattended in rooms and must be kept on a lead in communal areas. Please bring your own bedding and bowls.

7. Children

Children of all ages are welcome. We have a Family Room (Room 4) that accommodates families with children. Cots may be available on request. Children remain the responsibility of their parents/guardians at all times.

8. Damage & Liability

Guests are responsible for any damage caused to the property or its contents during their stay. The Old Alma is not liable for any loss, damage, or theft of guests' personal belongings.

9. Noise & Behaviour

We ask all guests to be considerate of others. Quiet hours are from 10:30 PM to 7:00 AM. The Old Alma reserves the right to ask guests to leave without refund if behaviour is unacceptable.

10. Parking

Free on-site parking is available on a first-come, first-served basis. Vehicles are parked at the owner's risk. We are not responsible for any damage to vehicles whilst on our premises.

11. WiFi

Complimentary WiFi is provided throughout the property. Connection speeds may vary and cannot be guaranteed. Use of our WiFi for illegal activities is strictly prohibited.

12. Right of Admission

The Old Alma reserves the right to refuse admission or service at its discretion, and to ask guests to leave if terms are breached.

Accessibility

Last updated: June 2026

We want to be completely open and honest about the accessibility of The Old Alma so that guests can make a fully informed decision before booking.

Important Notice — Not Suitable for Wheelchair Users or Limited Mobility

Unfortunately, The Old Alma is not accessible for guests who use a wheelchair or who have significant mobility difficulties. The property is a Victorian building with multiple steps at the entrance and throughout, and we are unable to make structural adaptations that would change this.

Specifically:

• There are steps at the main entrance with no ramped alternative
• All guest rooms are on upper floors, accessible by stairs only — there is no lift
• Bathroom and corridor layouts are not adapted for wheelchair access
• We are unable to provide personal care or physical assistance to guests

We are sorry that we cannot accommodate everyone and we appreciate that this will be disappointing for some guests. If you are unsure whether the property is suitable for your needs, please call us or email us before booking and we will be as helpful as we can.

What We Can Help With

While we cannot accommodate wheelchair users, we are happy to help with other needs where possible:

• Ground floor common areas can be accessed by most guests
• We can discuss your specific requirements before you book — just get in touch

Privacy Policy

Last updated: April 2026

Who We Are

The Old Alma is a bed & breakfast located at Canterbury Road, Chilham, Kent CT4 8DX. When you make a booking, enquiry, or browse our website, we may collect and process personal data as described below.

What Data We Collect

• Booking information: Name, email, phone number, arrival/departure dates, number of guests, and any special requests.
• Payment details: Handled securely — we do not store card numbers.
• Contact form submissions: Name, email, and your message content.
• Website usage: Basic analytics (pages visited, device type) — no individual tracking.

How We Use Your Data

• To confirm and manage your booking
• To respond to enquiries and messages
• To process payments securely
• To communicate essential information about your stay
• To improve our website and services

Data Storage & Security

Your data is stored securely and only retained for as long as necessary. We do not sell, rent, or share your personal data with third parties for marketing purposes.

Third Parties

We may share limited data with:

• Our payment processor — for secure payment handling
• Our contact form system — for delivering your enquiry to us (email only)
• Google Fonts — for website typography (no personal data transferred)

Your Rights

Under UK GDPR, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion of your data
• Withdraw consent for marketing communications
• Lodge a complaint with the ICO (Information Commissioner's Office)

Cookies

Our website uses only essential cookies required for the site to function (e.g. session management). We do not use advertising or tracking cookies. No cookie consent banner is required as we only use strictly necessary cookies.

Contact

For any privacy-related queries, contact us at [email protected] or write to: The Old Alma, Canterbury Road, Chilham, Kent CT4 8DX.

Allergens & Food Safety

Last updated: June 2026  ·  Applies to all stays that include breakfast

The Old Alma serves a full cooked breakfast to all guests each morning. We take food safety and allergen management seriously, and we comply with our obligations under the UK Food Information Regulations 2014 and the Food Safety Act 1990.

Your Obligation to Declare

If you or any member of your party has a food allergy, food intolerance, or specific dietary requirement, you must inform us at the time of booking — or as soon as possible afterwards and no later than 24 hours before your arrival. You can do this using the "Allergies & intolerances" field on our booking form, or by contacting us directly at [email protected] or on +44 (0) 1227 731 913.

We can only keep you safe if we know what you need. By completing a booking with us without declaring an allergy or dietary requirement, you confirm that you have no requirements we need to be aware of.

The 14 Notifiable Allergens (UK Law)

Under the UK Food Information Regulations 2014, we are required to provide information on the following 14 major allergens that may be present in food we serve:

• Cereals containing gluten — including wheat, rye, barley, and oats
• Crustaceans — e.g. prawns, crab, lobster
• Eggs
• Fish
• Peanuts
• Soybeans
• Milk — including lactose
• Nuts — almonds, hazelnuts, walnuts, cashews, pecans, Brazil nuts, pistachios, macadamia nuts
• Celery — including celeriac
• Mustard
• Sesame seeds
• Sulphur dioxide and sulphites (at concentrations >10mg/kg)
• Lupin
• Molluscs — e.g. mussels, oysters, squid

If you wish to know whether a specific allergen is present in any food we serve, please ask us before or during your stay and we will do our best to advise you.

What We Will Do

Once an allergy or dietary requirement has been declared, we will:

• Take reasonable steps to accommodate your needs at breakfast
• Inform you of dishes or ingredients that may contain allergens relevant to you
• Take additional care in food preparation wherever possible
• Contact you personally before your arrival if we have any concerns or require further information

Cross-Contamination Notice

Our kitchen is a general-purpose domestic kitchen — it is not a dedicated allergen-free environment. A range of foods are prepared in the same kitchen using shared surfaces and equipment. While we take all reasonable precautions, we cannot guarantee that any food served is completely free from any allergen. Guests with severe or life-threatening allergies should factor this risk into their decision before consuming any food served on the premises.

Severe & Life-Threatening Allergies

If you have a severe allergy with a risk of anaphylaxis, we strongly recommend you:

• Contact us by phone before booking to discuss your specific needs: +44 (0) 1227 731 913
• Always carry your prescribed medication (such as an adrenaline auto-injector / EpiPen) throughout your stay
• Inform a member of staff on arrival, even if you declared at booking

For severe allergies we would always encourage a direct phone conversation rather than relying solely on the booking form, so we can discuss your needs fully before you arrive.

Limitation of Liability

The Old Alma cannot accept liability for any allergic reaction, food intolerance reaction, or dietary-related illness where:

• The guest failed to notify us of their requirement at or before the time of booking (or at least 24 hours before arrival);
• The reaction resulted from food or drink consumed outside the premises; or
• The reaction resulted from cross-contamination despite reasonable precautions having been taken and the cross-contamination risk having been disclosed to the guest in advance.

This limitation does not affect any rights you may have under applicable consumer protection law.

Questions

For any questions about allergens or dietary requirements, please contact us before your stay:
[email protected]  ·  +44 (0) 1227 731 913
The Old Alma, Canterbury Road, Chilham, Kent CT4 8DX

House Rules

To ensure all guests enjoy a comfortable stay