Oswestry Tourist Information, Accommodation, Attractions & Events

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Terms and Conditions

Accommodation Providers

Click here for Activities and Attractions Providers

At Shropshire Hills Tourism we are passionate about promoting local tourism businesses. We also recognise that visitors have the right to be fully informed, with clear and accurate information about accommodation and expect an appropriate level of quality and service. We want to work with businesses that are equally committed to these principles.

This can be demonstrated by inclusion in the Visit England/AA national quality assessment schemes, any VE accredited local assessment scheme or a recognised and accredited national quality brand.

In the absence of this form of accreditation, we have developed an Accommodation Charter as a basis for accepting businesses into membership and/or marketing opportunities. Acceptance will be at the discretion of Shropshire Hills Tourism taking account of any previously received complaints.

In signing the Charter, as a member of Shropshire Hills Tourism and/or an advertiser you will be required to:-

  1. Work positively with Shropshire Hills Tourism at all times and provide access to premises on request to ensure the Charter is being followed.

Membership implies working collaboratively with the Shropshire Hills Tourism’s team, its destination partners and other members to improve the standing and profile of tourism across the Shropshire Hills area.

  1. Provide in promotion material or online entry, an accurate description of the quality, standard of facilities and services of the establishment.

For this purpose, promotion material means any advertisement or brochure, printed, on line or other media. Pictorial images and descriptive text should accurately represent the establishment concerned.

  1. Welcome all visitors courteously and without discrimination in relation to gender, sexual orientation, disability, race, religion or belief.

This encompasses the requirements of the Equalities Act 2012 which requires reasonable adjustments to improve service for disabled people and the provision of an Access Statement describing the accessibility credentials of the establishment. An Access Statement should be a clear, accurate and above all honest written description of the facilities and services offered that enables a potential guest to make an informed decision as to whether the establishment meets their particular access needs.

Staff must understand the need for sensitivity when communicating with actual or potential guests with disabilities and make every effort to make them welcome and meet their needs

  1. Describe accurately and display clearly prices for the services being offered including any service charges and taxes where appropriate.

This applies to prices listed in promotional material, on line and on site, packaged items and extra charges.

  1. Maintain good standards of service and cleanliness

Every business should be striving to deliver the best standards possible for the type of accommodation they are offering. However, high standards of cleanliness should apply to all.

  1. Have a complaints policy that can be implemented speedily and effectively

This should be designed to enable any issues that may arise to be resolved by prompt, professional and polite action.

  1. Maintain a fair and effective cancellations policy

This needs to be readily available for guests at each stage of their visit, from pre booking through to after departure.

  1. Fulfil all legal obligations and responsibilities

This includes fire precautions, price display orders, food safety/hygiene, liquor licensing, health and safety laws, discrimination, trade descriptions, data protection, Hotel Proprietors Act, public liability cover and any other insurance necessary to comply with statutory requirements. Shropshire Hills Tourism reserves the right to ask for documentary evidence of compliance.

  1. Manage the business in a way that supports the local environment and community

Changes in operation practice such as actively sourcing and using local produce, recruiting locally and taking an active role in community events can make a difference to local communities and reduce your carbon footprint. It also makes good businesses sense

Terms and Conditions

  1. Shropshire Hills Tourism will monitor on-line reviews and any complaints relating to members that have signed the Charter. After proper investigation and consultation with the proprietor, should complaints be deemed legitimate and sufficiently serious, Shropshire Hills Tourism reserves the right to withdraw advertising and/or membership benefits without liability or reimbursement. This decision will be final with no right to appeal.
  1. Upon termination of membership, Shropshire Hills Tourism will, as soon as reasonably possible, remove the details of the tourism business from relevant websites and any marketing materials used in campaigns.

By ticking the box you hereby confirm that you are authorised to do so on behalf of the business and agree on behalf of the business to observe the Accommodation Charter and to be bound by these Terms and Conditions as a condition of advertising/membership.


 

Activities and Attractions Providers

Introduction

At Shropshire Hills Tourism we are passionate about promoting the Shropshire Hills . We also recognise that visitors have the right to be fully informed, with clear and accurate information about places of interest and attractions and expect an appropriate level of quality and service. We want to work with businesses that are equally committed to these principles.

Shropshire Hills Tourism have developed an Attractions Quality Charter as a basis for promoting and accepting businesses into Shropshire Hills Tourism membership.

As a member you will undertake:

  1. To work positively with Shropshire Hills Tourism at all times and provide access to premises on request to ensure the Charter is being followed.

Membership implies a partnership with Shropshire Hills Tourism and other members to improve the standing and profile of tourism in the area.

  1. To provide in promotion material or online entry, an accurate description of the quality, standard of facilities and services of the establishment.

For this purpose, promotion material means any advertisement or brochure, printed, on line or other media. Pictorial images and descriptive text should accurately represent the establishment concerned.

  1. To indicate in any such promotional material any requirements for pre-booking and any significant restrictions on entry.

Examples of ‘significant restrictions on entry’ include coach parties by appointment only in the case of attractions, pubs, tearooms etc or where unaccompanied children are not admitted.

Where the nature of an establishment or elements within it, make it unsuitable for people with disabilities and/or people with special needs, this should be indicated. In large attractions, the scale of the site should be made evident, with indications of distances between points of interest.

All charges for groups and other parties negotiated in advance of arrival should be confirmed in writing to the party organiser.

  1. To welcome all visitors courteously and without discrimination in relation to gender, sexual orientation, disability, race, religion or belief.

This encompasses the requirements of the Equalities Act 2012 which requires reasonable adjustments to improve service for disabled people and the provision of an Access Statement describing the accessibility credentials of the attraction. An Access Statement should be a clear, accurate and above all honest written description of the facilities and services offered that enables a potential visitor/guest to make an informed decision as to whether the attraction meets their particular access needs.

The availability of the Access Statement should where possible be noted in all promotional materials and on line. The Access Statement itself must be available on request by post, email or via a website.

Staff must understand the need for sensitivity when communicating with actual or potential visitors/guests with disabilities and those authorised to exercise discretion in providing advice to visitors concerning access must be aware of the implications of so doing.

  1. To describe accurately and display clearly prices for the services being offered including any additional charges and taxes where appropriate and dates/hours of operation.

Specifically:-

  • Admission charges with a description of the features to which they apply and related hours of operation must be displayed at, or immediately prior to, admission points.
  • Those that have significant features not covered by the basic admission charge must display the related additional charges at the admission payment point.
  • For less significant optional features, the fact that they are subject to additional charges must be made clear.
  • At free access attractions, operating hours and other essential information should be displayed at all official entry points and, if any part is charged, free access must not be implied.
  • Annual or seasonal hours of operation should be displayed at all admission points and, where practical, in promotional material.
  1. To provide in promotional materials for visitor/guest enquiries, a postal address, an email address, a telephone number and a website address from which the detailed information specified in 1, 2, 3 and 4 can be obtained.

Information provided to visitors/guests should be clearly and accurately expressed.

  1. To hold a current public liability insurance policy or comparable Government indemnity and to comply with all applicable planning, health and safety, fire and other statutory requirements and regulations.

All attractions not covered under Government indemnity must ensure, by taking relevant professional advice, that the public liability risk covered by insurance and the values insured are appropriate to each location and/or responsible entity.

  1. To manage the attraction in such a way as to ensure visitor safety, comfort and service, by sustaining a high standard of maintenance, customer care, courtesy and cleanliness.

The way in which an attraction is managed should ensure that at all times when it is open to the public:

  • Adequate safety information is displayed.
  • A high standard of cleanliness is maintained.
  • There is adequate provision of visitor guidance.
  • Equipment and facilities are well maintained and fit for the purpose intended.
  • Activities are carried out following appropriate codes of conduct for safety
  1. To consider the needs of visitors for whom English is not their first language and make reasonable arrangements to enable them to be adequately informed and enjoy their visit.

The proportion of non-English speaking visitors and the languages they understand will condition what information and means of communication are practical at reasonable cost.

  1. To manage the attraction in a way that supports the local environment and community.

Managing and operating an attraction in a sustainable way can have economic, social and environmental advantages. Owners and managers should keep sustainability under constant review with particular attention to:

  • Maintaining a harmonious existence with the built and natural environment.
  • Taking practical steps to minimise energy consumption and pollution.
  • Helping to sustain local heritage, traditions and character.
  • Wherever practical, benefiting the local community by local sourcing of food, supplies and labour.
  • Encouraging, where practical, the use of public transport.
  1. To deal promptly and courteously with all enquiries, requests, reservations, correspondence, comments from visitors and try to resolve any complaints on site at the time of the visit.

Complaints should be investigated and a record, including a note of actions taken, should be kept for a least a year.

Terms and Conditions

  1. Shropshire Hills Tourism will monitor on-line reviews and any complaints relating to members that have signed the Quality Charter. After proper investigation and consultation with the attraction’s management, should the complaints be deemed to be legitimate and sufficiently serious, Shropshire Hills Tourism reserve the right to withdraw membership without liability. Shropshire Hills Tourism’s decision will be final with no right to appeal.
  1. Upon termination of membership, Shropshire Hills Tourism will, as soon as reasonably possible, remove the details of attraction from their websites and any marketing materials relating to campaigns.

By ticking the box you hereby confirm that you are are authorised to do so on behalf of the attraction concerned and agree to observe the Shropshire Hills Tourism Attractions Quality Charter and to be bound by these Terms and Conditions as a condition of membership.

 

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