Below are some of our most frequently asked questions. If you have an enquiry that is not listed below, please email or call us and we’ll be happy to help.

What are your Check In and Check Out times?

Guests are available to check in with us from 3.00pm on arrival day. Check out is 11:00 on departure day. Late check-out times can be pre-arranged with our reception team.

What's your dog policy?

We’re pleased to accept dogs within the Hotel at a rate of £20.00 per dog per night (except for guide dogs where there is no charge). For further information before booking or visiting us, please refer to our Dog Policy.

What is your gift card and gift voucher policy?

Each gift card is valid for 12 months from the date of purchase unless otherwise stated. Cards cannot be refunded, extended, transferred or redeemed for cash or credit. Each card must be valid, presented in perfect condition, complete with serial number. Any defacement will make the card invalid. Should service or product of a higher value be taken, the card may be used in part exchange or payment of balance. For full terms and conditions, click here.

What's your cancellation policy?

Amendments and cancellations can be made free of charge 48 hours prior to 3.00pm on the scheduled day of arrival. Any amendments or cancellations made outside of the specified cancellation period will incur a cancellation fee equivalent to the total cost of the stay. This includes non-arrivals or instances where proof of cancellation cannot be provided if requested.

Do you have disabled/accessible rooms?

Yes, we do. Please contact our Reservations team who will be happy to help plan your visit.

Are children allowed at Matfen Hall?

Yes, of course. We welcome families and have a number of family sized rooms to accommodate you. Children under the age of 16 can use the swimming pool at set times of the day (07.00-10.00 and 17.00-19.00) when accompanied by an adult.

Celebration of Marriage Policy - can we spend our wedding night at Matfen Hall if we are getting married elsewhere?

Please refer to our Celebration of Marriage Policy.

Is there an out-of-hours contact?

Our reception is manned 24hrs a day, 7 days a week. You can contact us here.