Terms and conditions

Last updated: 30 September 2026

1. Who we are

City Rooms by Hiive is operated by 15 New Street Trading Ltd, a company registered in England and Wales (company number 16973194), registered office Tudor House, 16 Cathedral Road, Cardiff, CF11 9LJ. The hotel is at 15 New Street, Worcester, WR1 2DP. Contact us at our contact form or 01905 964700.

2. These terms

These terms apply to bookings made directly with us through hiiverooms.com, by phone, by email or by message. Bookings made through third parties (for example Booking.com, Expedia or Airbnb) are also subject to that platform's terms and the rate conditions shown at the time of booking. The specific conditions of your rate are shown in the booking engine before you confirm, and in your confirmation email. If they differ from these terms, the rate conditions apply.

3. Book Direct benefits

When you book directly on hiiverooms.com at one of our direct rates (the 10% direct discount rate or the Non refundable rate 15% off), you get:

• Guaranteed early check-in from 1pm (standard check-in is from 3pm)
• Late checkout until 1pm (standard checkout is by 11am)

Free cancellation applies only to the 10% direct discount rate, as set out in section 6. These benefits apply to bookings made under these direct rates and are included automatically, with no code needed. They cannot be exchanged for cash or transferred to another booking. For guests who booked elsewhere, early check-in from 1pm costs £30 and late checkout until 1pm costs £20, subject to availability. See our Book Direct offer.

4. Check-in and checkout

• Standard check-in is from 3pm and standard checkout is by 11am, unless your booking includes the Book Direct benefits above.
• Check-in is by smart lock. We will send your access code before arrival to the email address and phone number on your booking. Please make sure these are correct.
• If you have not received your code by 12pm on your arrival day, call us on 01905 964700.
• Staying beyond your checkout time without agreement may be charged at the late checkout rate.

5. Payment

• Payment terms depend on your rate and are shown before you book. Some rates are charged at booking; others are charged before or on arrival.
• Payments are processed securely through our booking system, Cloudbeds. We do not store your full card details.
• We may pre-authorise or verify your card before arrival.
• All prices are shown in pounds sterling and include any applicable taxes.

6. Cancellations, changes and no-shows

• 10% direct discount rate (refundable): available every night, all rooms. Free cancellation until 1pm on the day before your arrival date. After that, or if you don't arrive, 100% of the booking value will be charged.
• Non refundable rate 15% off (Sun–Thu nights): not available on the Three Bedroom Duplex. Payable now and non-refundable. No refunds are given if you cancel, change your dates or don't arrive.
• Other rates: the cancellation conditions shown when you booked apply.
• To cancel or change a booking, use the link in your confirmation email or contact us through the form. A cancellation takes effect when we confirm it.
• Accommodation bookings for specific dates are not covered by the 14-day cancellation right under the Consumer Contracts Regulations 2013. Your cancellation rights are the ones set out in your rate.
• If we have to cancel your booking (for example because of an emergency or a serious problem with the building), we will refund everything you have paid and, where we can, help you find alternative accommodation nearby.

7. During your stay

• Occupancy: only the guests named on the booking, up to each room's stated maximum, may stay overnight.
• Age: the lead guest must be 18 or over. Children are welcome when staying with an adult who is responsible for them.
• Smoking and vaping are not allowed anywhere inside the building. If smoking is found, a cleaning and remediation charge of £500 will apply.
• Pets: pets are not allowed. Assistance dogs are always welcome.
• Noise: please keep noise to a minimum between 10pm and 8am. We may ask guests who seriously disturb others to leave, without a refund.
• Parties and events are not allowed in rooms or apartments without our written agreement.
• Damage: you are responsible for damage beyond normal wear and tear caused by you or your guests during your stay, including lost keys or fobs. We will contact you with evidence before making any charge.

8. Our responsibility to you

• We will provide your accommodation with reasonable care and skill.
• We are not responsible for losses we could not reasonably foresee, or for events beyond our reasonable control (for example severe weather, utility failures or strikes).
• We are not responsible for loss of or damage to guests' belongings unless it is caused by our negligence.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights are not affected.

9. Complaints

If something isn't right during your stay, please call 01905 964700 straight away so we can try to fix it. After your stay, use our contact form and we will reply within 5 working days.

10. Law

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or in your home part of the UK if you live elsewhere in the UK.