TERMS, CONDITIONS AND INFORMATION
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.
All reservations should be made with a valid credit or debit card which should also be presented at check in. Full payment will be required on arrival. No money is taken at time of booking with the exception of Advanced Purchase rates/breaks where full payment is taken at time of booking.
A non-refundable deposit may be required by some hotels for certain bookings but you will be advised about this at the time of booking. Should you need to cancel however it is normally possible to transfer your deposit to a future booking.
If you cancel your reservation within 48 hours of arrival you will be charged for the first night. Cancellation within 24 hours of arrival will result in the full cost of the stay being charged*. We advise all our guests to ensure they have adequate Travel Insurance.
*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.
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 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.
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.
Reserved rooms are normally available from 3pm and should be vacated by 11am. Please advise the hotel if you require any variance to this.
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 aware on booking if you have any such allergies.
Family rooms are available at all our hotels – please call your chosen hotel to check availability, get a rate, and request cots.
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 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.
Unfortunately, dogs (all pets) are no longer allowed within our Fort William Hotels (The Ben Nevis Hotel and Leisure Club and The Alexandra Hotel) and the Royal Hotel, Oban. Service animals are exempt from this.
Well behaved dogs are welcome in most of our hotels apart from the above and we charge between £5.00 and £15.00 per dog per night, maximum of two dogs per room, and must be notified at the time of booking. Guide and Assistance dogs are exempt from these charges.
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, restaurants. The Cairn Hotel and Cumbria Grand Hotel do have a small seated area 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.
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:
Strathmore Hotels Ltd
116 Strathmore House
Or email: firstname.lastname@example.org 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).
As all other letters are read and dealt with by a company Director, we ask that you allow up to 28 days for a response (if 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