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.


Individual Bookings

Individual room bookings (up to 4 rooms) are considered valid once the hotel are in receipt of valid credit or debit card details in which to secure the reservation.  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 is an advance payment rate, or 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.


Multiple Room/Group Bookings

Multiple room bookings (5 rooms or more), or where the number of people booked exceed 10, are subject to separate group terms and conditions relating to deposit and cancellation.  Online bookings of multiple rooms are therefore not considered as valid bookings and the hotel reserves the right to cancel any bookings which we deem form part of a group booking.  We request that you contact the hotel directly to make reservations if the number of people booked exceed 10, or the number of rooms exceed 5, at which time we will issue our group terms and conditions.

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 room per night 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 Website, 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

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.

Check-out on the day of departure, we kindly ask all guests to vacate their rooms by 11.00 a.m.

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. 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.  Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Hotel.



We accept payment by all major credit/debit cards (excluding AMEX). For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID.
 During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis.  All outstanding charges must be paid for in full on check-out from the Hotel.


Cancellation Policy and Non-Arrival

The cancellation policy varies according to the rate that is booked.  We always recommend taking out comprehensive travel insurance to cover your holiday in the event of cancellation or travelling difficulties.

FLEXIBLE rate bookings may cancel up to 3.00pm, 48Hrs prior to day of arrival, without penalty charge. Cancellation within 48Hrs will incur 100% charge of stay, payment will be taken in full from the Card details provided on booking.

ADVANCE PAID bookings are non-refundable, 100% charge of stay will be retained in the event of cancellation.

Multiple Room/Group bookings are subject to separate group cancellation terms and conditions.


Ferry Disruption / Cancellation

In the event of the ferry being cancelled at short notice due to weather or technical issues, the Hotel offers a generous ‘Pause & Postpone’ policy applicable to all bookings made DIRECTLY with the Hotel.  All payments are non-refundable, and will be retained in full as HELD CREDIT to use towards a future stay.  Credit will be held for up to 12 months from first date of cancellation.

Bookings made via third-party Agents, such as booking.com or Expedia, are not covered by this policy due to commission charged. If all sailings are cancelled, the Hotel can we offer a change of date.  However, if there are sailings available, but guests choose not to travel, their payment is lost.  Changing date of booking is subject to availability and there may be an increase in rate depending on date/room type selected.


Changes or Cancellation by the Hotel

Your booking is for a specific room type in the Hotel and does not guarantee that you will be able to stay in a specific room number, or in the same room for the duration of your stay. If you have indicated a preference for a particular room, we will endeavour to honour this preference. However, we may need to allocate an alternative room 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 to cancel any booking which has been incorrectly priced on our system. We will endeavour to notify the guest of any such error at the earliest opportunity via email or telephone. We will not accept liability for any additional costs incurred by the guest as a result of any such error.

We reserve the right to cancel any booking which we believe is in breach of our terms and conditions or has been made fraudulently.

Very occasionally we may need to cancel a 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 re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.



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 302968 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.


Hotel Events / Entertainment

Please be aware that the Hotel has live music every Saturday and at certain times throughout the year may host events and parties.  If you feel this would be an intrusion on your stay, please contact the Hotel directly in advance of your stay for further information.


Guest Behaviour

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.


No Smoking

Smoking, vaping, and the possession and/or use of illegal substances are prohibited within The Douglas Hotel premises, including public areas and bedrooms. This is in accordance with the Smoking, Health & Social Care (Scotland) Act 2005. An automatic fine of £200 is applicable to any person(s) who does not comply with this policy, and failure to comply with the legislation may incur a fine up to £2,500.



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. Travel cots and rolling beds are available, however, these are limited and subject to availability. Additional charges apply. Please check at the time of booking.



We have both dog-friendly rooms and allergy-free rooms to ensure all parties are accommodated.  Dogs are very welcome to stay at the Hotel (max 2 dogs per room) a supplement charge of £10 per dog per night is applicable (up to a maximum charge of £30 per dog if staying more than 3 nights).


Personal Information

All personal information stored and used by us is done so in accordance with our Privacy Policy (available on request from stay@thedouglashotel.co.uk) and Cookie Policy (available online at www.thedouglashotel.co.uk)


Force Majeure

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.



We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ we will require your parent/guardian’s permission beforehand whenever you provide us with personal information. You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone. If a guest arrives at the hotel and is under 18 years of age the guest will not be permitted to stay alone and should be accompanied and supervised by an adult at all times. We may require photo identification (a driver’s licence or passport) as proof of age and if the guest is unable to present this to the satisfaction of the hotel we may terminate your booking without refund. Data Privacy Policy Your personal data – what is it? Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller’s possession or likely to come into such possession. The processing of personal data is governed by [the General Data Protection Regulation 2016/679 (the “GDPR”) The Douglas Hotel Arran Limited (registered address 30 Miller Road, Ayr, KA7 2AY (Company Registration Number SC 325522) is the data controller. This means it decides how your personal data is processed and for what purposes. If, after reviewing this policy, you have any questions or privacy concerns please send an e-mail to: data@thedouglashotel.co.uk or write to: The Data Protection Officer The Douglas Hotel Brodick Isle of Arran KA27 8AW

How do we process your personal data?

  • The Douglas Hotel Arran Limited complies with its obligations under the GDPR by keeping personal data up to date;
  • by storing and destroying it securely; by not collecting or retaining excessive amounts of data;
  • by protecting personal data from loss, misuse, unauthorised access and disclosure and by ensuring that appropriate technical measures are in place to protect personal data.

We use your personal data for the following purposes:

  • To complete accommodation, restaurant and event bookings
  • To manage our employees and contractors;
  • To maintain our own accounts and records.
  • For the security, health & safety of all our guests and staff CCTV operates on our premises.
  • To operate the Douglas Hotel Arran Limited web site and deliver the services that individuals have requested.
  • To inform individuals of news, events, activities or services running at Douglas Hotel Arran Limited.
  • To contact individuals via surveys to conduct research about their opinions of current services or of potential new services that may be offered.

We collect personal information that you choose to provide:

  • When you make an enquiry online, by email or by phone;
  • When you make a booking online, by email or by phone; and
  • When you check-in and complete a registration card. What type of information is collected from you?
  • If you make a booking with us, we will ask for your name, contact details, the details of any other guests, billing information and any specifics about your stay.
  • In order to improve your guest experience we may from time to time collect and store other information about you such as your personal preferences. We will only ever ask for information to enable us to provide the services you have requested.
  • During your stay we will collect information from you in the form of requests and feedback. We will also collect information about your activities whilst you are with us for billing purposes and to improve our services to you.
  • For the purposes of security and health & safety CCTV and Incident Monitoring take place on our site. Please be aware that images of you and information about incidents involving you will only be stored and processed for as long as is required by law.
  • We may from time-to-time require sensitive personal information (such as medical information) to provide specific services to you safely or to comply with our legal obligations, where this is the case we will always inform you (and where required) ask for your explicit consent to record this information at the time.
  • After your stay we will retain relevant information about you to enable us to comply with our legal obligations and to ease the accommodation of any future stays.

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:

  • you have given consent to the processing of your data for one or more specific purposes;
  • processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract;
  • processing is necessary for compliance with a legal obligation to which we are subject;
  • processing is necessary in order to protect your vital interests, or the vital interests of another individual; and
  • processing is necessary for the purpose of the legitimate business purposes pursued by us:
  • Directly marketing to you as an existing Douglas Hotel customer, managing and fulfilling guest requests


We may use your information to:

  • process bookings (and any specific requests) you have made;
  • carry out our obligations arising from any contracts entered into by you and us;
  • carry out our legal obligations arising from health & safety and security monitoring;
  • seek your views or comments on the services we provide;
  • notify you of changes to our services;
  • send you communications which you have requested or that we think may be of interest to you. These may include information about offers, new facilities or special events.
  • record your interactions with us in order to provide personalised experiences to you and improve our services;
  • requesting services on your behalf with third parties during your stay If you do not provide personal information we ask for, it may delay or prevent us from providing the services you have requested to you. Sharing your personal data Your personal data will be treated as strictly confidential, and will be shared only with:
  • Third Party Service Providers working on our behalf: we may pass your information to our third-party service providers, agents, subcontractors and other associated organisations for the purposes of providing services to you on our behalf. However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we ensure appropriate safeguards are in place that requires them to keep your information secure, in accordance with data protection laws, and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties beyond our approved suppliers, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
  • Law Enforcement/Regulatory Bodies: we may disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations. We will not share your personal information with any other third party. How long do we keep your personal data? We will hold your personal information on our systems only for as long as is necessary for the relevant activity or to facilitate any future stays, or as long as is set out in any relevant contract you hold with us. We are legally required to hold some types of information to fulfil our legal obligations (e.g. financial record keeping).

We use the following criteria to determine how long to retain your personal data:

  • Reservations/booking data – Ongoing whilst guest relationship continues. If no activity after 3 years this information will be permanently deleted.
  • Guest registration cards – 3 months
  • Call recordings (for training & accuracy purposes) – 1 year
  • Information to fulfil our legal obligations (e.g. financial record keeping) – 7 years


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:

  • The right to request a copy of your personal data which Douglas Hotel Arran Limited holds about you;
  • The right to request that Douglas Hotel Arran Limited corrects any personal data if it is found to be inaccurate or out of date;
  • The right to request your personal data is erased where it is no longer necessary for Douglas Hotel Arran Limited to retain such data;
  • The right to request that Douglas Hotel Arran Limited provide the data subject with his/her personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability).
  • The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;
  • The right to lodge a complaint with the Information Commissioners Office. (ICO website – https://ico.org.uk/ ICO helpline – 0303 123 1113)


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:

  • When you give us personal information, we take steps to ensure that it is treated confidentially and held securely.
  • Once we have collected your information, we make our best effort to ensure its security on our systems and in physical form. Where data is stored electronically we take steps to ensure your information is accessed only by those who need it to administer your stay. Your personal data is always encrypted when being sent between our systems, this is shown by the lock icon in your web browser when booking online. Where possible your personal data is also encrypted at rest. Where we are storing information about you on physical media i.e. registration card, this is stored securely and access restricted to only those who need it to administer your stay.
  • Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
  • Credit or debit card details are encrypted and protected by our card payment provider. When you are entering your card details these are sent to our card payment provider securely, this is shown by the lock icon in your web browser when booking online. Cookies Use of ‘cookies’ The Douglas Hotel website (www.douglashotel.co.uk) places cookies, which are small data files, on your computer or handheld device. This is standard practice for all websites. Cookies are essential for helping us deliver a high quality website and online shopping experience for our customers, and some collect information about browsing and buying behaviour. By using and browsing the Douglas Hotel website, you consent to cookies being used in accordance with our policy. If you do not consent, you must disable cookies or refrain from using the site.


What are cookies?

This website uses cookies to collect information. Cookies are small data files which are placed on your computer or other mobile or handheld device (such as smart ‘phones or ‘tablets’) as you browse this website. They are used to ‘remember’ when your computer or device accesses this website. The cookies are essential to the effective operation of our website and to enable to you shop with us online. Cookies are also used to tailor the products and services offered and advertised to our customers, both on this website and elsewhere. Information collected Some cookies collect information about browsing and purchasing behaviour by people who access this website via the same computer or device. This includes information about pages viewed, products purchased and the customer journey around a website. We do not, however, use cookies to collect or record information on users’ name, address or other contact details. The Douglas Hotel is able to use cookies to monitor individual customer browsing and purchasing behaviour but third parties are not able to identify customers using 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:

  1. Choose the menu “tools” then “Internet Options”
  2. Click on the “privacy” tab
  3. Select the setting the appropriate setting


For Mozilla Firefox:

  1. Choose the menu “tools” then “Options”
  2. Click on the icon “privacy”
  3. Find the menu “cookie” and select the relevant options


For Opera 6.0 and further:

  1. Choose the menu Files”> “Preferences”


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 April 2024.



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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