Terms & Conditions

Terms & Conditions

Rates/Breaks

Our prices are per person per night and include V.A.T. at the prevailing rate. Rates may be quoted to include dinner, bed and full breakfast, or may be on a bed and breakfast basis only.

Rates are normally based on two people sharing a twin/double room and single supplements may apply.

All breaks and offers are subject to availability and we reserve the right to remove, change, or alter breaks, without prior notice.

Agents – Our website rates are non-commissionable. Please contact the hotel directly.

Best Rate Guarantee

We want you to pay the lowest price for your stay but, more importantly, book direct with Strathmore Hotels.

Before you have made your booking, should you find a cheaper rate elsewhere for the Strathmore Hotel of your choice with the same conditions, we will match the difference between our rate and the lower rate.

Restrictions and exceptions apply for group booking rates, differing room types, added-value extras, etc.

Payment/Cancellation

All reservations should be made with a valid credit or debit card which should also be presented at check in.

For standard flexible reservations, full payment will be required on arrival. No money is taken at the time of booking unless otherwise stated.

Advance Purchase rates, pre-paid offers and certain package breaks require full payment at the time of booking. These bookings are non-refundable and the date of the booking cannot normally be changed. The name on the booking may be changed where required, subject to the hotel’s approval and any applicable conditions. An exception may apply where the reason for cancellation is covered by the Travel Disruption section below, in which case a date change may be granted, subject to availability and any applicable difference in price.

For standard flexible reservations, cancellations made up to 48 hours before arrival will not be charged.

If you cancel less than 48 hours before your arrival, you will be charged for the first night. Cancellations less than 24 hours before the arrival date will result in the full cost of the stay being charged.*

Travel Disruption

We understand that travel to some of the areas in which our hotels are based can sometimes be affected by ferry, train or bus delays or cancellations.

While we are unable to offer refunds where you are unable to travel due to such disruption, we want to help you feel prepared, so we recommend arranging appropriate travel insurance that covers unexpected travel disruptions.

Where a ferry, train or bus delay or cancellation directly prevents you from travelling to the hotel and this is the reason you need to cancel your stay, we may allow an Advance Purchase, pre-paid or other non-refundable booking to be moved to an alternative date.

Any date change is subject to availability and any applicable difference in price. Evidence of the relevant travel disruption may be requested.

This provision is an exception to the normal non-refundable and no-date-change terms and applies only where the relevant travel disruption directly prevents you from travelling to the hotel.

No cash refund will be provided under this provision.

This provision does not apply to changes of mind, personal circumstances, illness, missed transport, or circumstances where alternative reasonable travel arrangements remain available.

*Cancellation variances may apply for special breaks such as Festive, Easter, Bank Holidays, Themed Breaks etc. You will be advised on these terms at the time of booking and they will appear on your confirmation.

Group Bookings

All bookings of 6 or more rooms, whether made in one booking or recognised as being part of smaller separate bookings, will be classed as a group booking and subject to modified contract payment and cancellation T&Cs.

This applies whether booking direct with the hotel or via an agent.

The hotel reserves the right to apply a non-refundable deposit and request full payment prior to arrival. If full payment is not received, the hotel has the right to cancel the booking and retain the non-refundable deposit.

Full terms and conditions will be discussed with the client prior to taking any monies.

Please do not hesitate to contact the Reservations team at the hotel to discuss prior to booking or, for any groups of 20 or more, please see here for our Group Reservations Department and to discuss reduced group rates.

Non-smoking

All our rooms are non-smoking and under current UK legislation smoking is also prohibited in any other part of our hotels. Furthermore, you must not interfere with our fire detection system.

If you do, we reserve the right to terminate your booking without refund and charge you any costs we incur if you smoke or cause damage in our hotel, including costs for specialist cleaning (to make the room fit for sale as a non-smoking environment) and the cost of the room for any time period it is unusable.

Where possible, we have provided smoking areas in the hotel grounds.

Check in/out

Reserved rooms are normally available from 3pm and should be vacated by 11am. Please advise the hotel if you require any variance to this.

Food Allergens

In response to new EU legislation, all our food and menus are now labelled to provide accurate allergy information and our professional chefs are here to help.

Please let the Reception team know on booking if you have any such allergies.

Family Rooms

Family rooms are available at all our hotels – please call your chosen hotel to check availability, get a rate, and request cots.

Access Statement

Due to the age of our buildings, there are some period features of the architectural mix that might make access difficult for people with limited mobility.

Please call the hotel of your choice to discuss your individual needs with them prior to booking to ensure that we are able to offer you a suitable room and comfortable stay.

We aim to meet the needs of our guests with mobility restrictions at as many of our properties as possible, including:

• Ground floor rooms at some of our properties where possible
• Lifts at all hotels (with the exception of the Ben Nevis Hotel & Leisure Club)
• Designated disabled parking bays at our properties with car parks
• Accessible entrance ramps where needed
• Accessible bedrooms and rooms with walk-in showers
• Assistance dogs welcome at no additional charge

As we refurbish our properties, we have, and will continue to, improve accessibility as and where practically reasonable within the footprint of our historical, and in some instances, listed buildings.

Pets

Well behaved dogs are welcome in most of our hotels apart from the Alexandra Hotel and the Ben Nevis Hotel. We charge between £5.00 and £15.00 per dog per night, maximum of two dogs per room, and dogs must be notified at the time of booking.

Guide and Assistance dogs are exempt from these charges. Emotional support dogs may be chargeable without appropriate supporting documentation that the animal is providing necessary therapeutic support.

Due to a control over the number of dogs allowed in the property, failure to inform us that you will be bringing a dog may therefore result in your booking having to be cancelled without refund.

Any attempts to bring or conceal a dog in the hotel without our prior knowledge will result in the dog and owner being removed and your booking cancelled without refund.

In the interests of hygiene and the comfort of other guests, we would appreciate it if you could kindly adhere to the following guidelines:

• Please let us know when you book that you will be bringing your dog with you.
• Dogs must not be left unattended in hotel bedrooms for prolonged periods of time.
• Please keep dogs on a leash/muzzled at all times whilst in the hotel and hotel grounds.
• With the exception of guide/assistance dogs, we do not allow pets in the public areas of the hotel, including bars and restaurants. The Cairn Hotel and Cumbria Grand Hotel do have small seated areas available for you to eat and drink with your pet.
• Please do not allow your dog to foul the hotel car park or grounds.
• The dog owner will be liable and subsequent charges will be levied on or after departure should any damage be sustained to the hotel property or should there be a requirement for industrial-level cleaning.
• Unacceptable behaviour, including excessive noise, will not be tolerated.

Please contact the hotel of your choice regarding bringing your pet and a member of the team will be happy to assist.

Service animals are exempt from the above.

Environment Statement

It is our aim to operate our hotels in the most environmentally responsible manner possible.

Please click here to see our statement and activities under the “Green Tourism” operating guidelines.

Complaints and Comments

It is our aim to deliver 100% customer satisfaction at all times, however we do recognise that sometimes our guests can feel let down, unsatisfied, or have areas that they would like us to improve on.

Alternatively, we also like to hear about your good experiences and any members of staff or area or service you feel deserves mentioning.

We do encourage you to let us know in writing to:

Customer Services
Strathmore Hotels Ltd
116 Strathmore House
East Kilbride
G74 1LF

Or email: info@strathmorehotels.com, marking it for the attention of ‘Customer Services’.

In the first instance, it is company policy that the General Manager of the hotel handles any complaints regarding their property, unless the complaint relates to them or if the customer has already spoken to them.

The Manager will respond as soon as operationally possible.

As all other letters are read and dealt with by a company Director, we endeavour to respond within 28 days (if a response is requested) but we aim to get back to you as soon as possible.

Please note that this mailbox is only monitored Mon-Fri 9am-5pm.