Terms and Conditions
Booking Terms and Conditions The following Terms and Conditions apply to all bookings (in person / online / by telephone) made for the Douglas Hotel. We kindly ask that you take a moment to read them prior to making a Booking. The Company enters into this Agreement as principal for Bookings made for the hotels it owns and as agent where a Booking is made for a hotel that it operates on behalf of the Hotel Owner. The booking confirmation will clearly state the identity of the Owner.
In these Terms and Conditions the following definitions apply:
Definitions “Company” or “we” The Douglas Hotel Arran Limited, registered address 30 Miller Road, Ayr, KA7 2AY (Company Registration Number SC 325522) “Booking” means the booking for accommodation, functions and/or any other services or items made with us. “Contract” means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking. “Hotel” means the premises for which your Booking is made. “Terms” means these terms and conditions. “Websites” means www.thedouglashotel.co.uk or any other website owned or operated by us relating to a Hotel from time to time. “VAT” means value added tax.
All Bookings at the Hotel are subject to these Terms. Individual room bookings (up to 3 rooms) are considered valid once the hotel are in receipt of valid credit or debit card details in which to secure the reservation. Multiple room bookings (4 rooms or more) are considered a group reservation, subject to our group terms and therefore not considered as valid bookings. The hotel reserves the right to cancel bookings made online for 4 rooms or more. We request that you contact the hotel directly to make reservations if your room numbers are 4 or more, at which time we will issue our group terms and conditions. At the time of booking or at check-in, we will take your credit/debit card details and you authorise the use of this card for any sums that become owing to us. We shall also have the right to require full payment in advance or a deposit at the time of booking in certain circumstances or if the Booking includes the supply of certain items or services. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided.
The prices displayed on the Websites are an average per night per person until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain rates, as specified. Once a rate is selected on the Websites, the total for your requested stay shall be displayed on the reservation summary. Prices shall be charged in the local currency of the Hotel and any currency conversion facility is provided as an approximation tool only, please refer to the Currency Disclaimer for more details. The VAT breakdown shown is indicative based on the current rate of VAT, and the expected VAT treatment of the goods or services. VAT will be payable at the prevailing rate applicable at the tax point of the invoice or Booking confirmation issued, and may change depending on the actual rate and the VAT treatment of the goods and services purchased at that date. Price lists for additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request.
Check-in/ Check-out Requirements
In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference; their passport/identity card/driving license and a valid credit or debit card which will be swiped in the presence of the card holder. If guests are travelling from outside the UK, Ireland or any country in the Commonwealth we are also obliged by law to require guests to provide the number and place of issue of your passport/identity card and details of their next destination. These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above. Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 3.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will he held until 11:59pm on the scheduled day of arrival unless otherwise agreed directly with the Hotel. On the day of departure we kindly ask all guests to vacate their rooms by 11.00 a.m. (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Hotel. Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company or the Hotel.
We accept payment by all major credit/debit cards (excluding AMEX) or by BACS or by cash. For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID. At the time of check-in we will authorise the accommodation charges (room rate, VAT and any service charge) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorisation by another valid form of payment, including cash or cheque. During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. If the cost of those incidentals exceed the authorisation taken on check-in, further authorisation will automatically be requested and if such authorisation is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room. All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorisation taken on check-in, the authorisation for the amount not utilised will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.
Cancellation Policy and No Shows
The cancellation policy varies according to the rate that is booked. For individual reservations (up to 3 rooms) – These are cancellable without charge up to 2.00 p.m. local time, 2 days prior to the day of arrival. Cancellation and non-arrival charges apply after the relevant time and will be charged to the credit/debit card supplied at the time of booking. We reserve the right to charge for one night’s accommodation per room booked if the above cancellation requirements are not met. For multiple room reservations (4 or more rooms) please note our additional group terms & conditions*
Changes or Cancellation by the Company
Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavours to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel. Your booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If you have indicated a preference for a particular room through a “choose your own room” facility on the Website, we will use our reasonable efforts to honour this preference. However, we may need to allocate an alternative room to you for operational or safety reasons. If we need to move you to a different room during your booking for which a lower rate is available than the rate you booked at, we will refund you the difference in the rates.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.
Dependent on your individual needs a selection of specifically designed rooms are available. Please contact us on 01770 302969 to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.
The Hotel has a carpark which is free to use for all Hotel patrons. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage.
Please be aware that at certain times throughout the year some of our hotels may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay for further information.
Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
Guests are not permitted to smoke in rooms or public areas.
All children (a person under 16 years of age) staying at the Hotel must be accompanied by an adult and must be supervised by an adult at all times. Cots and extra beds are available, however, these are limited and subject to availability. Additional charges apply. Please check at the time of booking.
Guide dogs are accepted with prior arrangement, and other dogs are accepted in Banner Lodge, but otherwise no pets are allowed at the Hotel rooms. Dogs are welcome in the bar, and on the Hotel terraces.
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures. This includes ferry travel arrangements to and from the Isle of Arran. The Company recommends travel insurance for such an instance.
Limitation of Liability
The Company will not be responsible for the loss or damage of any property left in the Hotel other than as required under the Hotel Proprietor’s Act 1956 or any other applicable law. The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract. Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.
Governing Law and Jurisdiction
The Contract and any non-contractual obligations arising in connection with it are governed by Scottish law. The Scottish courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations. Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the Scottish courts (on the grounds that the Scottish courts are not a convenient forum or otherwise).
Web Site Information
While all reasonable efforts have been taken to ensure the accuracy of information on the Website, the Company does not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on the Website without notice. The content of the Website is the copyright of the Company, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent. Trade marks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third party sites. The Website is operated by the Company.
Additional Group Terms & Conditions:
4 – 10 rooms:
11- 22 rooms:
Additional groups information for your perusal:
How do we process your personal data?
We use your personal data for the following purposes:
We collect personal information that you choose to provide:
What is the legal basis for processing your personal data? Under data protection law, we can only use your personal information if we have a proper reason for doing so. In order to use your personal information, we rely on the following legal bases:
We may use your information to:
We use the following criteria to determine how long to retain your personal data:
Your rights and your personal data Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:
Further processing If we wish to use your personal data for a new purpose, not covered by this Data Protection Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out the relevant purposes and processing conditions. Where and whenever necessary, we will seek your prior consent to the new processing. Security precautions in place to protect the loss, misuse or alteration of your Personal Information:
What are cookies?
Who sets the cookies?
The cookies stored on your computer or other device when you access this website are set by The Douglas Hotel. We sometimes use Google Analytics to help improve our website experience, they will also set cookies on our behalf. What are cookies used for? The main purposes for which cookies are used are:-
For technical purposes essential to effective operation of website, particularly in relation to on-line transactions.
To enable the Douglas Hotel to collect information about the browsing and shopping habits and activities of customers, including to monitor the success of campaigns, competitions etc.
How do I disable cookies?
If you want to disable cookies you need to change your website browser settings to reject cookies.
How to do this will depend on the browser you use and we provide further detail below on how to disable cookies for the most popular browsers:-
For Microsoft Internet Explorer:
For Mozilla Firefox:
For Opera 6.0 and further:
Privacy What happens if I disable cookies?
This depends on which cookies you disable, but in general the site may not operate properly if cookies are switched off. If you only disable 3rd party cookies you will not be prevented from making purchases on this site. If you disable all cookies you will be unable to complete a purchase on this site.
Links to other websites
Our website may contain links to other websites. This Policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website. In addition, if you linked to our website from a third-party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third-party site and recommend that you check the policy of that third-party site.
Review of this Policy
We keep this Policy under regular review. This Policy was last updated in February 2022.
2023 Prestige Hotel Awards - Highly Recommended - Scotland's Best 4 Star Hotel (West)
2022 Prestige Hotel Awards - Highly Recommended - Scotland's Best Boutique Hotel
2020 Prestige Hotel Awards - Winner - Scotland's Best Boutique Hotel
2020 Prestige Hotel Awards - Runner Up - Best Hotel Team
2019 Prestige Hotel Awards - Winner - Best Couples Hotel
2018 Prestige Hotel Awards - Winner - Best Boutique Hotel
2017 Prestige Hotel Awards - Winner - Independent Hotel Of The Year
2016 Scottish Thistle Awards - Regional Winner - Most Hospitable Hotel Central South West
2016 Scottish Hotel Awards - Food and Beverage Manager of the Year 2016
2015 Scottish Hotel Awards - Receptionist of the Year 2015
2014 Scottish Hotel Awards - Regional Winner of best Boutique Hotel
2013 Scottish Hotel Awards - Boutique Hotel of the Year & Good Food Award
2012 Scottish Hotel Awards - New Hotel of the Year
2012 Scottish Hotel Awards - Bedroom Design Award
2012 Scottish Hotel Awards - Gold Laurel, Outstanding Achievement for Restoration