Terms & Conditions

CARD ISSUE & DEFINITION

Elephant Rock operates a digital loyalty programme named as Elephant Rock Rewards. The bank card information we obtain at registration is tokenised so we can identify spend to process qualified points to your account and is insufficient information for any fraudulent or unintended purpose. Only one account can be awarded points when the member settles their invoice using their registered bank card for payment. Bank card information is obtained using a third party provider (Fidel). Fidel API uses a proprietary tokenisation system and does not store any card numbers. All API requests use TLSv1.2 with end-to-end encryption. Fidel API receives transaction authorisation messages in order for Inspire Loyalty to process qualified points. Information about Fidel’s Privacy Policy can be found here and security information can be found here. Card numbers are not stored by Inspire Loyalty Ltd.

As a member, your account can be used to earn and redeem points in accordance with these terms & conditions. A member can register on this website free of charge for points earning and redemption. Members can access their account information after registration on this website accessible by computer or a mobile device. Points earned are non-transferable. Elephant Rock Hotel and the loyalty programme operators, Inspire Loyalty Ltd, will not enter into any dispute concerning points awarded or redeemed and assume no liability whatsoever to damages claimed, infringed or caused by participating in the loyalty programme named Elephant Rock Rewards.

POINTS EARNING

A member who spends at Elephant Rock Hotel will be awarded loyalty points calculated as follows:

£1 spent on accommodation (awarded for direct bookings) = 1 point
£1 spent on food and beverage = 1 point

1 loyalty point = 5 pence.

Start redeeming points once you accumulate 500 points. Points are available on Accommodation, Food, Beverage and other services.

Points are awarded to the bank cardholder or guest who stays, both cannot receive points. Points are awarded on full settlement of an invoice. Points earned will be awarded within 48 hours, normally on the same day of transaction, and applied to your member account on payment of your registered bank card; online, at the till, or on receipt of payment of products and services. Only the cardholder can claim points earned. Points cannot be claimed by two different parties for the same booking. You will be sent a monthly e-statement informing you of your points balance. Notwithstanding the foregoing, a statement may not be sent where the member has not accumulated any points during the immediately preceding six months. A member may also find out how many points they have accumulated by checking their account on this website. If no points have been earned or reward redeemed for a period of 12 consecutive months, the account will be deemed to have lapsed. Once an account has lapsed all points accrued against your membership shall be forfeited and shall be closed. Points are not redeemable for cash and have no value unless presented for redemption in accordance with these Terms and Conditions. Points cannot be back dated to prior to sign up date.

Points earned for accommodation is restricted to guests who book and stay and therefore excludes bookings made on behalf of guests i.e. travel agencies and third party operators.

Points will not be awarded for spend on conferences, events, gift vouchers, weddings and private dining.

Points are not awarded when paying with a regular gift voucher.

REDEMPTION OF REWARD VOUCHER CODES

Members may exchange points by login to Elephant Rock Rewards for voucher codes which can be used towards monetary and experience vouchers by requesting a voucher code online from this website, where a sufficient points balance permits. Once points have been exchanged for a voucher code, no refund will be available. Loyalty voucher codes are available in monetary denominations of £25, £50, £75 and £100 and experience vouchers listed on this website. Voucher codes will be delivered to your registered email address. Monetary voucher codes can be exchanged in full or part payment for accommodation and/or food and beverage according to the voucher code value, however the terms and conditions for the rate booked will apply. Experience vouchers can be used in exchange for the experience product redeemed. The voucher code must be used within 12 months of date of issue in whole or part of any single transaction. Bookings are subject to availability. Please quote your voucher code number to a member of staff when settling your invoice, or full payment will be required by cash, credit or debit card. A minimum points order value of 500 points (£25) applies. If you redeem points for a voucher, you must use the value of the voucher in one purchase and no part of the unused value will be refunded.

Each reward voucher features a unique ID code, may not be exchanged for cash, is non-refundable and non-transferable. Each gift voucher may only be redeemed once. The original reward gift voucher must be presented on arrival and the unique reference code quoted when booking. Use of the voucher is not permitted on the following dates: 14th February, 13th to 20th July inclusive, 24th December, 25th December and 31st December.

Advance reservations are necessary and subject to availability. Cancellation policies apply and will be notified to you when making your reservation. Dining experiences do not include beverages. Supplements must be paid by the voucher holder.

ADDITIONAL BENEFITS

All new registered members will automatically receive a welcome voucher worth £15 as a sign-up bonus. This voucher must be used in full or in part payment and no refund will be available. Please note all benefits are subject to change.

MEMBER TIERS AND RATE

Members who achieve a balance of 1500 points will automatically become a Friend Of Eldon offering the additional benefit of saving 10% off best available B&B rate when booked direct. A member who achieves a balance of 4500 points will automatically be allocated a member tier Eldon's Inner Circle to save 15% off best available BB rate when booked direct. On allocation of member tier, please login to your account to reveal the member rate code which applies. The exclusive member rate is subject to hotel availability and cannot be used in conjunction with any other offer or negotiated contract rate. Exclusive member rate and the level of discount can be changed at anytime without prior notification. To qualify for member rate the same email address used to register for Elephant Rock Rewards and the registered bank card/s must be used for booking and payment (which also qualifies for points award).

Member tier levels are set for a 12 month period from the date a points balance reduces below the set threshold allocated. If within the set 12 month period the balance achieves the threshold then the member tier will automatically be renewed, otherwise the member tier will be downgraded until the threshold is achieved.

CANCELLATION

Should you decide to cancel membership, please advise by email to elephantrockrewards@inspireloyalty.co.uk. On cancellation any voucher not used will become invalid and points awarded will be nullified. Your loyalty account will be closed, and all registration and transaction data will be permanently deleted from the programme and the data server.

BOOKING RESTRICTIONS AND LIMITATIONS

Redemptions are at all times subject to availability. Elephant Rock Hotel does not guarantee to be able to offer the rewards for any date(s).

Points will not be awarded for accommodation spend on:
(i) Rates booked through 3rd party online retailers including but not limited to: Lastminute, Expedia, Orbitz and Booking.com.
(ii) Wholesale/tour operator packages.
(iii) Private party bookings of 5 rooms or more.
(iv) Conferences, events, weddings and private dining.

Elephant Rock Hotel reserve the right to change programme benefits and/or membership levels at any time.
Membership is awarded at the Company’s sole discretion.
Customers must be over 18 years of age to participate.
Employees of the Company or its agents are not eligible to participate.
Only one membership of the loyalty program per person is permitted.
Membership, points and rewards (excluding vouchers) are non-transferable.
It is the member’s responsibility to update their profile online or inform of any changes to their details, including but not limited to, their change of name, address and/ or email address.

The Company reserves the right to refuse membership or to cancel any membership and revoke any and all unredeemed points collected by any member for reasons including, but not limited to, fraud or misuse of their membership and/ or any violation by the member of these terms and conditions.

Employees are not eligible to participate in Elephant Rock Rewards programme.

GENERAL

The member is responsible for the payment of any tax due in respect of any reward. All terms & conditions are in conjunction with our supplier Inspire Loyalty Ltd.

By participating, loyalty programme members agree to these terms and conditions.

Please read our Privacy Policy