Issues & Refunds Policy

The Mannin Hotel

Last updated: 8 September 2025

At The Mannin Hotel, we are committed to ensuring every guest has an enjoyable and comfortable experience. If you encounter any issues during your stay, please inform a member of our team as soon as possible so that we may resolve the matter promptly. This policy outlines our approach to complaints, issues, and refunds.

1. Reporting Issues

• Guests are encouraged to report any problems with their room, dining experience, or event booking immediately to reception or the duty manager.
• We will make every reasonable effort to address and resolve issues during your stay.
• Failure to report an issue during your stay may affect our ability to provide compensation or remedies afterwards.

2. Eligibility for Refunds

• Refunds may be considered where the service provided was not as described, or where a significant problem could not be resolved within a reasonable timeframe.
• Refunds are not available for issues beyond the Hotel’s control, including but not limited to adverse weather, transport delays, or events classified as force majeure.
• Refunds are assessed on a case-by-case basis and may be partial or full, depending on the circumstances.

3. Non-Refundable Bookings

• Advance purchase and other non-refundable bookings are not eligible for a refund except where required by law.
• We may, at our discretion, offer an alternative such as a change of date or credit voucher for future use.

4. How to Request a Refund

• All refund requests must be submitted in writing within 14 days of departure.
• Requests should be sent by email to info@manninhotel.im and must include your booking reference, dates of stay, and details of the issue experienced.
• We aim to review and respond to all refund requests within 14 working days.

5. Restaurant and Event Bookings

• Refunds or credits for restaurant or event reservations are subject to the cancellation terms provided at the time of booking.
• No-show bookings may not be eligible for refunds or credits.

6. Our Commitment

We value all of our guests and aim to handle complaints and refund requests fairly and consistently. Our goal is always to resolve issues quickly and to your satisfaction wherever reasonably possible.

7. Contact Us

If you have any questions about this policy, please contact us:

The Mannin Hotel
8–16 Broadway
Douglas
IM2 4EL
Isle of Man

Email: info@manninhotel.im
Phone: +44 (0)1624 602555