Reservation Terms and conditions

We hope to welcome you along to The Great House for a memorable experience. Prior to your arrival, whether this be for a hotel or dining reservation please read the following terms carefully.

These terms confirm information about your reservation with The Great House, how you can alter or cancel your reservation and when cancellation charges apply. By placing a booking with us here at The Great House you agree to these terms.

If you have any queries about these terms please contact our friendly team to discuss.

The Great House is located in the Market Place of Lavenham, one of the finest and most beautiful medieval villages in England. The Great House is an English company with company registration number 10805412 with a registered VAT number of 285673263. 

You can contact us via telephone on 01787 247431 or email at Alternatively, if you would prefer to write to us you can do so via our postal address of The Great House, Market Place, Lavenham, Sudbury CO10 9QZ

Please provide us with your preferred telephone, email address and postal address upon making your booking with us as we will use this information to get in touch with you regarding your reservation.

We will only use your personal information as set out in our Privacy Policy. You can find our Privacy Policy on our website at

Confirming your reservation

When you make a reservation at The Great House you can do so via telephone, email or via our website by completing an online form. Once you receive communication from us (usually via an email) accepting your reservation this is confirmation that your booking has been received. At this point, you accept The Great House terms of agreement for your reservation.

If we are unable to host your reservation, we will be in touch with you and try to arrange an alternative date, if we are unable to accept your reservation please be assured you will not be entering the terms of agreement.

To guarantee your reservation we require your valid debit/credit card details upon booking. Please note that prepayment from a credit/debit card is required upon check in. We reserve the right to charge any cancellation / non-arrival / early departure / cleaning or damages fees to the card provided as a guarantee.

For table of 5 or more, we require your valid debit/credit card details to guarantee your reservation. No money will be charged to your card unless you fail to notify us of any amendments to your booking at least 24 hours before the date of your reservation. Please see our restaurant reservation cancellation policy below.

Changes to your reservation

If you need to make a change to your reservation, such as date, timing or number of guests, please let us know as soon as possible by telephone or email using our contact details above.

We are always happy to help and accommodate any changes you have for a reservation but please note that cancellation charges may apply depending on the change of reservation, details of which can be found below.

We also reserve the right to cancel or amend your reservation. If we have to cancel or change your reservation, we will contact you using your preferred method of communication provided to us upon booking.

Reasons why we may have to cancel your reservation include any of the following;

  • You do not provide us with required information. If we require certain information to complete your reservation, we will have advised this during the booking process via email, telephone or by information on our website. If we do not receive required information to complete your booking, or if you provide incorrect or incomplete information within a reasonable time of us requesting it.
  • You do not pay for your reservation. If you are required to pay a deposit or make a payment prior to your reservation and this payment is not received by the date specified to you upon booking.

We may have to cancel your reservation for unforeseen circumstances, we will always try our utmost to contact you in this instance but in some cases we may not be able to provide notice for the cancellation.

Cancellation Policy & Charges

All cancellations requests must be sent by email to our team at The Great House.

Flexible bookings can be cancelled any time up to 7 days before arrival, free of charge.

Any pre-paid deposits are non-refundable, however they are transferable within 6 months from the date of cancellation. Please note that rates may differ between dates if your booking is transferred and a difference in payment may be requested to accommodate your booking.

If you need to cancel or amend your booking within 7 days of your arrival due to you or a member of your household testing positive for COVID-19, we can cancel or transfer your booking to another suitable date with no charge. We kindly ask that you send us a copy of the positive test result to be able to cancel or transfer your booking with no charge. If a positive test result is not provided a charge may be incurred.

Please note, although there is no cancellation charge in this circumstance, rates may differ for your new booking therefore additional payment may be required.

If we are forced to close our rooms due to regional or national COVID-19 restrictions, bookings will be transferred to a later date or cancelled at no charge.

All Christmas room bookings require a deposit of 50% of the overall cost. Full Payment must be received by the 15th of December 2021.

Any cancellations or amendments made after the 15th of December will result in our retaining the charge for your stay.

If your cancellation is a direct result of you or a member of your household testing positive for COVID-19 and we have received a copy of your positive result your room charge will be waived and a full refund will be paid to you within working 14 days.

We kindly request a minimum of 24 hours’ notice for a table cancellation or any reduction in numbers in which case no cancellation charges will be incurred. You can contact us via the methods provided above to advise us of any changes or cancellations.

However, a cancellation fee of £25.00 per person will apply if we do not receive the minimum notice for a cancellation or reduction in guest numbers. This charge will be made to the credit/debit card provided upon booking.

A charge of £50.00 per person will be incurred if we receive no notification at all of your cancellation and you fail to arrive for your reservation. Again, this charge will be made to the credit/debit card provided upon booking.