Policies

Your reservation is guaranteed until the day of arrival. After that time, it will no longer be guaranteed and the room may be reassigned. We will charge your credit card within 24 hours after we have confirmed your reservation. The hotel has the right to cancel your reservation if we do not receive the full balance at time of reservation. We will send you a cancellation confirmation via email immediately after cancelling your booking.

• All guests must be 21 years or older to reserve a room at The Boutique Hotel.
• A valid photo ID must be presented at the time of check in for age verification.
• All requests to reserve a room must include the first and last name of all adults occupying the room and a valid credit card for a guarantee of arrival
• All rooms are subject to an 8% New York State Sales Tax Fee and a 4% Local Occupancy Tax.
• When booking, keep maximum occupancy rules in mind- two people max for rooms with a single bed (Queen or King) and four people max for rooms with multiple beds. Please talk to our front desk staff for accommodation for children.

As part of our commitment to guest safety, employees will not disclose the identity, room number or presence of a guest to anyone other than appropriate law enforcement. This includes the taking of or delivery of messages or indirect forwarding of phone calls. It is the responsibility of guests to communicate their presence and room number to any person they wish to receive calls or visits from.Safety cameras are used throughout the premises, and anyone on our property may be recorded. The hotel assumes no responsibility for any personal bodily injury incurred while using the gym/fitness center facilities, where available. If you use the gym/fitness center facilities, you do so at your own risk.

Our entire property is smoking free. You will be asked to sign this document that you agree to a $1,000.00 fine if ANY evidence of smoking is found in the room or in any of the building areas such as window ledges, the lift, stairs or the entrance area near to the reception including the back walkway and parking lot. Please note that we comply with the local health and safety guidelines and recommendations provided by New York State on smoking in public places. Please Note: Immediate termination of the room reservation is possible if:

• More guests stay in the property than agreed
• Excessive noise is made in the evening hours or at night
• Allowing another person to take over your reservation. The number of people residing in the apartment should be the same as confirmed in the booking. Accommodation for additional guests may be requested. A $250.00 charge for each additional guest per night will be charged. We reserve the right to cancel any reservation, without refund, if an unconfirmed number of people stay overnight in the room.
• All our guests are asked to respect the property and privacy of other guests and to not make any excessive noise between the hours of 22:00 and 08:00. This rule is applied as per the noise ordinance of Medina, NY so any late and loud partying is not permitted
• The Boutique Hotel at Bent’s Opera House is not responsible for lost or forgotten personal things on our premises.

During your stay, the room and all furniture should be treated with care and kept in order. Immediate notification to staff will be expected of any damages or breakages in the room. You are financially responsible for any damage to the room or furniture. This includes losses caused by you or a third party negligent actions and behavior. A summary check will be made of the room at check-out. However, a more detailed review of the condition of the room and all things in the room will be made soon after check-out and before another guest occupies the room. The guest is responsible for any damages or breakages found that are over and above normal wear and tear and usage. In this case, a detailed statement of damage along with an invoice for the repair or replacement cost will be sent by email or fax immediately. Any costs will be deducted from the deposit immediately if this is still possible. Any costs will be claimed by return if they are greater than the deposit or where the deposit has already been returned. Please note, immediate notification after check-out of any damages to, breakages in or issues is expected. The Boutique Hotel at The Bent’s Opera House can then take any necessary action to resolve any issues and make sure all the rooms are working as expected. Damage deposit is fully refundable upon check-out and subject to damage inspection of the accommodation. The deposit must be paid upon check-in, in cash or by credit card, along with a balance and is fully refunded at the check-out if the apartment is in good order and the company does not have any claims. The costs of damages or cleaning beyond what would be expected after responsible usage of the room will be deducted from the deposit, and the refunded amount will be the remainder of the damage deposit.

Please carefully read our cancellation policy. Rarely can we make any exceptions to this. Our receptionists are instructed to follow this policy and rules. So to save any misunderstanding we would be grateful if you can observe the following:

• If the guest cancels more than 60 days in advance, the total amount of the reservation will be refunded.
• If the guest cancels less than 60 days in advance, the 30% prepayment is non-refundable.
• If the guest arrives and decides to leave early, the nights not spent 24 hours after the cancellation occurs are 50% refunded.
• In case of a “no-show”, the total price of the reservation will be charged and is non- refundable.
• There is only one way in which we can acknowledge cancellation of the guest’s reservation; the guest MUST send a cancellation request stating the reservation number via email to the following address: frontdesk@bentsoperahouse.com
• All cancellations are confirmed via email immediately after the reservation has been cancelled.

PLEASE NOTE: The Boutique Hotel main entrance is on West Center Street. You can check-in any time after 4pm EST. Mobile keyless entry is available via the Dormakaba BlueSky App. A room key can also be provided at check-in time per your request. The cost of any keys needing replacement will be taken from the initial room deposit.
Check-in time: 4:00 p.m.
Check-out time: 11:00 a.m.
During the check-in process, our receptionist will provide you with any information which may be required during your stay such as the location of near-by shops, good places where you can eat, sights you may like to see, places to go at night, etc. Always ask our receptionist for anything that would make your stay more enjoyable and convenient.
Reservations should be prepaid with Visa, MasterCard, Discover, American Express or pre-paid debit cards. We apologize, we will not accept cash for reservations or incidentals. Upon check-in, a charge will be made on your credit card, or debit card for the total amount of the room and tax as well as an additional $250.00 pre-authorization hold on a credit card, just to make sure it’s still valid. The $250.00 charge will be returned to your card, dependent upon your bank’s policy, in 3-10 business days.

You can check-out any time up until 11AM EST. Later check-out times may be requested although we may not always be able to accommodate late changes and will depend on availability.
At check-out time please drop keys off at our front desk.
Please note that a more detailed inspection of the room is usually made after the check-out time and we reserve the right to make charges for any damages or breakages found before the room/apartment is occupied again.
Please be aware that bed linen and towels should be placed where they were originally found. The bed linen and towels are NOT gifts and should remain in the rooms. The security deposit should be released by your credit card issuing bank automatically in 3 workdays, but sometimes only in a 15-21 day period. The security deposit/pre-authorization is not held by The Boutique Hotel and we do NOT charge your credit card. When checking out after 12pm, unless previously requested and approved by the front desk, guests will incur a charge equal to another night stay.

We want you to have a great time when you are here. Property damages or missing items will be charged to your credit card at market value.
Pre-existing damages or room issues must be reported to the front desk immediately after registration to avoid responsibility and potential charges. The hotel allows guests, with permission, to receive occasional packages and special deliveries at the property.
We are not responsible for the packages or their contents or the storage of them. Quiet Hours will be from 11:00 p.m. to 7:00 a.m.

We do offer a bar on premises. By law, we can’t allow any alcohol to be brought onto the property. To uphold this law, we require all beverages on the property, be purchased through the hotel, with the exception of transparent, see-through water bottles. Guests must purchase beer and wine in the bar area – then, if you like, you can head back to your room to enjoy. Cheers!

The Boutique Hotel at Bent’s Opera House is compliant with the Americans With Disabilities Act (ADA). We offer one accessible room within the hotel. Please ensure requests reach us by placing it in the comments section of the online reservation form, or by calling us directly at 585-318-2110 after the reservation has been made.

Room refreshes will not be offered during stays. Should you need fresh towels or linen, please call the front desk at 585-318-2110.

Any guest or visitor who is in possession of a firearm on hotel premises is personally responsible for abiding by all applicable federal, state and local laws with respect to firearms. Subject to the following restrictions, guests of The Boutique Hotel at the Bent’s Opera House, who are lawfully permitted to possess a firearm may bring such firearm onto hotel premises, provided that the presence of the firearm on hotel premises: is for storage purposes only; the firearm is and remains at all times unloaded; the firearm is and remains secured in a locked, hard-sided firearm container, provided by the guest, while transported to or from the guest room and while stored therein; and the firearm remains securely safeguarded at all times in a locked guest room or locked personal vehicle, except when transporting the firearm to or from a guest room.
Guests who fail to abide by this policy may be asked to leave the hotel premises, without refund. The hotel premises are private property, and our firearms policy applies to: (i) all firearms, regardless of whether the firearm is a handgun or a long-barreled gun; and (ii) all guests and visitors, even those possessing a valid license or permit to carry a firearm.
The only exception to the restrictions described in this firearms policy statement is for law enforcement officers and designated military personnel, who are on-duty and required to carry firearms in the performance of their duties.