Frequently Asked Questions

General

How do I check my reservation?

You should have received an email confirming your booking reservation. If you have not received an email or would like us to resend it, please click here to let us know.

If you would like to modify, or cancel your reservation please click here to let us know.

What is check in/check out time?

Check in 3.30 p.m., check out 11 a.m.

A luggage storage service is provided and you are welcome to enjoy the hotel facilities and surrounding area before check in or after check out. Click here for information about things to do in the area.

How much do you charge for high speed / Wi-Fi internet access?

Wi-Fi is completely free and you do not to sign-in. Simply ask for the access code on arrival.

Can I use my devices and phones in the restaurant and bar?

For the benefit of fellow guests we ask that you please use mobile phones and computers discretely.

Do you allow smoking on property? In the rooms?

The Cottage in the Wood is a non-smoking hotel, in accordance with UK law (Health Bill: Smoke-Free Premises and Enforcement Regulations 2006). We respectfully ask that all guests observe the non-smoking law, and refrain from smoking in any area inside the hotel, including guest bedrooms. Thank you for your co-operation.

There are specific under cover areas in the grounds of the hotel where guests may smoke, please use ash trays provided. E-cigarettes or vapouriser's are not permitted in the restaurant.

Is there a service charge?

We do not charge extra for service at The Cottage in the Wood. Should you wish to leave a tip you can do so when you pay your bill on departure. Any tips collected are shared evenly amongst the team at The Cottage in the Wood.

Do you offer room service? What are the hours?

Yes

Continental breakfast: Mon – Fri: 7:30 a.m. – 9:00 a.m. Sat, Sun & Bank Holidays: 8:00 a.m. – 9:45 a.m.

Lunch: Everyday 12:30 p.m. – 2:00 pm. Sat & Sun: soup & sandwiches available all afternoon

Dinner: Everyday 7.00 a.m. – 9.00 p.m.

Do you have a conference room?

Yes, available by prior reservation. See our ‘Business meetings’ page for more information or click here to make an enquiry.

How can I book a wedding at The Cottage in the Wood?

We love to host intimate weddings. Please click here to make an enquiry.

Do you have a spa? What are the hours?

No, but we can arrange for in-room spa services or free transfer to our preferred beauty salon 2 minutes from the hotel. Free transfer available on treatment packages.
View pamper treatments

Do you have a fitness centre or swimming pool?

Sorry, we do not.

Transportation / Directions

Do you have onsite parking?

Yes, there is parking for 47 cars on the hotel grounds. Parking is free for guests.

How do I get to the hotel by car?

Directions can be found on our Map + Directions page.

How do I get to the hotel by train?

Great Malvern is the nearest station to the hotel. There are direct trains from Paddington (2.5 hours) and Birmingham (1 hour) to Great Malvern. It is then a 5-minute drive to the hotel. Please click here if you would like us to arrange a taxi transfer from the station to the hotel for a fee.
Great Malvern railway station is a Victorian, Grade II listed building and is a beautiful attraction in itself.

How do I get to the hotel by air?

The nearest airports are Birmingham (44 miles / 71 KM), London Heathrow (120 miles / 193 KM) and London Gatwick (156 miles / 251 KM). Please click here if you would like us to arrange a taxi transfer from the airport to the hotel for a fee.

Reservations

How do I check my reservation?

You should have received an email confirming your booking reservation. If you have not received an email or would like us to resend it, please click here to let us know.
If you would like to modify, or cancel your reservation please click here to let us know.

Can I have flowers, chocolates, champagne, gifts sent to my room?
Yes, click here to email your request or calling 01684 588860
Does the hotel provide travel cots and slip beds?

Yes, for a fee, more information can be found on our Family Rooms page

I booked on a website other than the hotel website and I need to make a change to my reservation. How do I do this?

Contact the company you made the reservation with.

Is my ID/passport required at check in?

Not if you are a UK or EU citizen.
If you are from outside the UK or EU than a valid government issued picture ID is required for Hotel Check-in.

Do you have accessible rooms?

Yes, we have accessible rooms. One of our rooms in the Coach House has dedicated parking, ramp access and a fully accessible, roll-in shower with bars and sitting facilities. There are also other rooms that are accessible (no stairs to access) with bath and shower facilities not modified for accessibility. For more information on the accessible features of our hotel and rooms, click here

Do you have connecting rooms?

No sorry, we do not currently have connecting rooms. We plan to create connecting rooms as part of the upcoming refurbishment works so we will in the future.

What is the minimum age requirement to check into the room?

Special rules may apply for guests under the age of 18.

What is your cancellation/deposit policy?

If booked directly through the Hotel, we have a 48 Hour prior to arrival cancellation policy on most reservations. On certain reservations a special cancellation may apply. It booked through a third party, please contact the booking agent directly for cancellation policies.

Do you have an early departure fee (i.e. cancelling nights booked)?

Yes, one room night will be charged. Other room nights will be charged if cancelled less than 48 hours prior to reservation.

Restaurant

Is the restaurant any good?

The 2 AA rosette awarding winning restaurant is very popular and often gets booked in advance – we suggest booking a table to avoid disappointment – click here to make a reservation.

Are there options for vegan, vegetarian, low calorie, lactose free, glutton free or other dietary requirements?

Yes, our restaurant menus include vegan, vegetarian and low calorie options.
Our chefs are expert in catering for all dietary requirements.
Most dishes can be adapted to suit any dietary requirements be it as simple as making a dish a little lighter or avoiding certain ingredients.
We also have a ‘lactose free’ and a ‘glutton free’ menu for you to select from.
Please inform us of any dietary requirements you may have when booking so we can accommodate these accordingly.
Please note the Quintessential afternoon tea would need to be adapted for dietary requirements in advance.

What are the hours of the restaurant/bar/lounge?

Breakfast: Mon – Fri: 7:30 a.m. – 9:00 a.m. Sat, Sun & Bank Holidays: 8:00 a.m. – 9:45 a.m.
Lunch: Daily 12:30 p.m. – 2:00 pm. Sat & Sun: soup & sandwiches 2:00pm – 7:00 p.m.
Cream tea: Daily, no reservation required
Afternoon tea: Daily, by reservation
Dinner: Daily 7.00 a.m. – 9.00 p.m.
Bar & lounge Daily 8:00 a.m. – 11 p.m. (no alcohol served), Mon – Sat 11 a.m. – 11 p.m. Sun 12:00 p.m. – 10:30 p.m. (alcohol served)

Accounting

I have questions about my bill. Who do I call?

Click here to email or call 01684 588 860

What forms of payment are accepted?

We accept all major credit cards and cash.
We charge 2% for payments made with credit card (credit card charge is only taken on final payments and is not taken on deposits). It is with regret that we charge for credit card payments. This is due to the high charge the credit card companies charge us and we believe it is fairer to pass this on to only those guests who choose to pay by credit card.

Does the hotel require a deposit for incidentals?

We do not require a deposit for incidentals but we do require credit/debit card pre-authorisation of £100 per night on check in to cover any incidentals or damages during your stay. This is not a charge and no funds will be debited from your account during your stay, however your bank statement may show the pre-authorisation as a pending transaction. Any incidentals or damages not settled during check-out will be charged to the card used for pre-authorisation after check out.

Cash is not accepted in place of card pre-authorisation.

How long will the pre-authorisation be held for?

The hotel has 10 days to charge for any incidentals or damage not paid for at check out. If you have checked out and the pre-authorisation is appearing on your credit/debit card please contact us by clicking here or calling 01684 588860 for the pre-authorisation to be cancelled.

Does the restaurant require a deposit for table reservations?

For groups of 6 people or more people a deposit of £10 per person is required to confirm the reservation.
The deposit is fully refundable if the reservation is cancelled or amended 48 hours prior to booking date. Deposit is non-refundable if booking is cancelled or amended within 48 hours of the booking date.

Pets

Are pets allowed? Are there restrictions for weight, height or types?

Yes, The Cottage in the Wood is a pet-friendly hotel. All pets are welcome. Any type of pet is allowed with no weight or size restrictions, maximum 2 pets per room. Pets are allowed in our pet-friendly rooms only and are not allowed in the restaurant, bar or lounge. Please see pet-friendly rooms for more information.

Do you have pet free rooms for those with allergies?

Yes, please inform the hotel when you make the booking.

How far do you have to walk to take your pet out?

There is immediate access to the Malvern Hills from the hotel for you to take your pet out.

Call us on: +44 (0) 1684 588 860

The Cottage in the Wood
Hotel & Restaurant
Holywell Road
Malvern Wells
Worcestershire
ENGLAND
WR14 4LG

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Cottage in the Wood